Error: Some voice features aren't available right now

<h2 id="h_01HVH083X03BKGZE5N9MVDJFK9">Issue symptoms</h2><p>I can make and receive calls but this error appears: <strong>Some voice features aren’t available right now. You can still make and receive calls</strong>, and multiple features in voice don't work as expected:</p><ul>
<li data-list-item-id="ef97798800f072356ba80cd3eb7ca7a72">The call generates a ticket, but that ticket doesn't pop up automatically in the Agent Workspace</li>
<li data-list-item-id="e5ba1ae0defcb089263080689c8b0c04e">If wrap-up is active, I get dropped from the call</li>
<li data-list-item-id="eee0166d108cca440652bad1e5aefafee">The hold and transfer buttons aren't visible in the call console</li>
<li data-list-item-id="e9f233905c489f5d3a9c3a3bdfbff07d9">Even if the option: <strong>Allow agents to control call recording</strong> is <a href="https://support.zendesk.com/hc/en-us/articles/4408831738266-Managing-call-recording-options" target="_blank" rel="noopener noreferrer">turned on</a> in Admin Center, the recording control button isn't visible in the call console</li>
</ul><h2 id="h_01M1BKTVJ02F95TVT5R1B9XW1A">Root cause</h2><p>This error message appears when your browser or computer cannot establish a connection to the required Zendesk voice URLs. When these connections are blocked by multiple tabs open, network settings, firewalls, VPNs, or browser restrictions, voice cannot load its full functionality. You are then restricted to basic call actions such as accepting, declining, or hanging up calls. Allowing communication to the required voice URLs and IP ranges restores full call controls.</p><p>If you encounter the <strong>Some voice features aren’t available right now</strong> error often, your browser or computer may not be able to connect to the <a href="https://support.zendesk.com/hc/en-us/articles/4408831417498-Network-requirements-for-voice-support-with-Talk#topic_tpl_j35_g1c" target="_blank" rel="noopener noreferrer">required Zendesk voice URLs</a>. If you don’t allow this communication, you can only accept and decline calls or hang up.</p><h2 id="h_01KWH8RPGQHSDFQDH8QVFZ21VK">Resolution steps</h2><p id="h_01HVKJPS2G9XX73T735AQAS9J4">To resolve this issue:</p><ol>
<li data-list-item-id="ef04cb62fa09067197286df2e465c71f9">If your browser has multiple tabs open for Zendesk, close duplicate tabs &gt; Keep a single tab open &gt; Retry.</li>
<li data-list-item-id="e452f58478efef11f3072041e4a6d399b">The error message may appear due to poor internet connectivity &gt; Refresh your browser tab and check your network connection for any instability.</li>
<li data-list-item-id="e6910f785e321545f4ae54dc37a3098d7">If the issue persists, ask an <a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">admin</a> to enable communication with your computer or browser.</li>
<li data-list-item-id="e081767444a27ccac99c08b19e2f42db1">Even if your company already permits <a href="https://support.zendesk.com/hc/en-us/articles/4408842860186-Configuring-your-firewall-for-use-with-Zendesk" target="_blank" rel="noopener noreferrer">all AWS IP ranges</a>, add the required URLs or their IP ranges to your company network configuration. In addition, your VPN, firewall and any antivirus software must allow connections to Zendesk.</li>
</ol><p>For more information, see these articles:</p><ul>
<li data-list-item-id="e3cd0432b5489859bd6b8966ba6cb87f0"><a href="https://support.zendesk.com/hc/en-us/articles/4408829651738" target="_blank" rel="noopener noreferrer">How can I troubleshoot voice issues?</a></li>
<li data-list-item-id="e6eef78ed8a9b9ed614d5ab681459757e"><a href="https://support.zendesk.com/hc/en-us/articles/4408827413146-What-are-the-most-common-Voice-error-messages" target="_blank" rel="noopener noreferrer">What are the most common voice error messages?</a></li>
</ul><!-- AI knowledge DO NOT DELETE -->
<div class="ai-only" aria-hidden="true">
<details>
<summary></summary>
<h2 id="h_01M1BMY8W0NB3YMCA9AYVA9DQ7">
What symptoms occur with the error "Some voice features aren’t available
right now. You can still make and receive calls"? Why do call hold
and transfer buttons disappear in Zendesk Talk? Why does a call ticket
fail to pop up in Agent Workspace?
</h2>
<p>
When you see the error "Some voice features aren’t available right
now. You can still make and receive calls", your voice system restricts
you to basic actions like accepting, declining, or hanging up calls.
You may experience the following symptoms:
</p>
<ul>
<li>
The call creates a ticket, but the ticket does not pop up automatically
in the <strong>Agent Workspace</strong> or inbox.
</li>
<li>Active call wrap-up drops you from the call.</li>
<li>
The hold and transfer buttons disappear from the call console.
</li>
<li>
The call recording control button disappears from the call console,
even when <strong>Allow agents to control call recording</strong>
is turned on in <strong>Admin Center</strong>.
</li>
</ul>
<h2 id="h_01M1BMY8W0MFB0YDX85W5DMPJP">
What causes the error "Some voice features aren’t available right
now. You can still make and receive calls"? Why are voice features
restricted during calls?
</h2>
<p>
This error occurs when your computer or browser cannot establish
a connection to required Zendesk voice URLs. Multiple open tabs,
network settings, firewalls, VPNs, or browser restrictions block
these connections and prevent full voice functionality from loading.
</p>
<h2 id="h_01M1BMY8W0MEGG3TEENHJARTGY">
How do I resolve "Some voice features aren’t available right now.
You can still make and receive calls"? How do I restore missing call
controls in Zendesk Talk?
</h2>
<p>
To restore full voice features and call controls, follow these steps:
</p>
<ol>
<li>
Close duplicate Zendesk tabs in your browser, keep a single tab
open, and retry.
</li>
<li>
Refresh your browser tab and check your network connection for
instability.
</li>
<li>
Ask an admin or team member to enable communication between Zendesk
and your computer or browser.
</li>
<li>
Add required Zendesk voice URLs or IP ranges to your network
configuration, even if your network permits AWS IP ranges. Ensure
your VPN, firewall, and antivirus software permit connections
to Zendesk.
</li>
</ol>
</details>
</div>