Question

What are the most common Talk error messages?

Answer

See common error messages and resolution steps in Zendesk Talk below:

Call failed because this number is no longer verified

Invalid number

Outbound Calling disabled

Your browser has suspended your audio. Click here to re-enable

You cannot make calls to this country

Call blocked

Cannot connect to number

No answer

Sorry, Talk is unavailable right now

There was an error completing your call

Talk is experiencing an issue […]

Zendesk Talk encountered an error. Try enabling again. (EC5)

Verification could not be submitted for review. Give it a moment and try again.

International calling is disabled by default [...]

There's an audio problem

Call failed because this number is no longer verified

The error message Call failed because this number is no longer verified appears when Twilio, the Zendesk provider, reclaims a non-compliant number due to regulatory reasons. This means the number is no longer in the account and you can't use it for outbound calls. Contact Zendesk Customer Support for further help.

Invalid number

The Invalid number error usually means the number you entered is incorrect. However, it can also appear if you try to call a premium number, which is a number with a cost to call. Zendesk and Twilio don't support these numbers.

Outbound Calling disabled

The Outbound Calling disabled error message appears if you don't have outbound calls enabled. You must have at least one number enabled for outbound calls.

To enable outbound calls:

In Admin Center, click Channels in the sidebar, then select Talk and email > Talk

Select Lines, and open the line that shows the error message

Under Settings, activate Allow outbound calls?

Your browser has suspended your audio. Click here to re-enable

To fix this issue, see Why does the voice icon display a red exclamation mark?. By default, Chrome and Edge browsers suspend audio auto-play when you open new pages or tabs. When the browser suspends the audio, a small red icon over the voice icon appears. The agent can click anywhere on the page and the browser restores the audio.

You cannot make calls to this country

Contact Zendesk Customer Support and provide the number you are trying to call.

Call blocked

The Call blocked error message shows up when Twilio, the Zendesk provider, identifies a number as a high risk of fraud, or due to regulatory reasons. Contact Zendesk Customer Support for further help.

Cannot connect to number

The number you call isn't formatted correctly. The international standard is E.164 and can have a maximum of 15 digits.

[+] [country code] [subscriber number including area code]

If the number is valid, see Talk error: Cannot connect to number.

No answer

Note: This message may not be visible on some occasions. This is known behavior.

Zendesk shows the No answer message if the receiving party doesn't accept the call. This happens if the number you call is busy, or not turned on, and that number doesn't have a voicemail.

Call the number again later. If this message continues to display, use a tool such as numverify to confirm whether the number you dial is valid.

Sorry, Talk is unavailable right now

Agents see this error if they disconnect from the internet or if they have network issues. The message may also show up if Zendesk or Twilio has a service incident.

There was an error completing your call

This error appears when Talk isn't able to place an outgoing call. This happens if Zendesk or Twilio has an outage.

Talk is experiencing an issue […]

Zendesk shows this error message when there are connection delays between your computer and account. Calls route to the queue, but issues exist when routing the call to agents. A delay can also happen when opening the new ticket for the call you answer.

When Zendesk recovers and calls flow normally again, hard refresh your browser to clear this error.

If you see this message frequently, contact Zendesk Customer Support with timestamps and the timezone of the event.

Zendesk Talk encountered an error. Try enabling again. (EC5)

EC errors often occur due to your network or router configuration. This can happen anywhere along the network, but often results from local network limitations or from a computer that doesn't meet the minimum requirements to make the connection.

For troubleshooting steps for this error, see How can I troubleshoot Talk issues?.

Verification could not be submitted for review. Give it a moment and try again

When you upload a business verification document to purchase a Talk phone number, ensure the requirements have a green tick before proceeding. For more information, see Verifying your business for Zendesk Talk phone number purchasing.

International calling is disabled by default. Contact our Customer Support team if you want to enable international calling

To enable international calling on your account, the account owner must contact Zendesk Customer Support. Added fees apply to the cost of international calls.

There's an audio problem

If the call audio quality drops, you'll see a warning icon in the Talk Professional or Enterprise console.

If you see this warning, which is a red speaker with an x, check that your headset is plugged in and the microphone input levels are high enough. Also, ensure you haven't muted the microphone. Finally, try a different headset to ensure the one you use isn't faulty.

For more information about getting the best audio quality, see Preparing to use Zendesk Talk.