Error: Some voice features aren't available right now

Issue symptoms

I can make and receive calls but this error appears: Some voice features aren’t available right now. You can still make and receive calls, and multiple features in voice don't work as expected:

The call generates a ticket, but that ticket doesn't pop up automatically in the Agent Workspace

If wrap-up is active, I get dropped from the call

The hold and transfer buttons aren't visible in the call console

Even if the option: Allow agents to control call recording is turned on in Admin Center, the recording control button isn't visible in the call console

Root cause

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.

If you encounter the Some voice features aren’t available right now error often, your browser or computer may not be able to connect to the required Zendesk voice URLs. If you don’t allow this communication, you can only accept and decline calls or hang up.

Resolution steps

To resolve this issue:

If your browser has multiple tabs open for Zendesk, close duplicate tabs > Keep a single tab open > Retry.

The error message may appear due to poor internet connectivity > Refresh your browser tab and check your network connection for any instability.

If the issue persists, ask an admin to enable communication with your computer or browser.

Even if your company already permits all AWS IP ranges, 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.

For more information, see these articles:

How can I troubleshoot voice issues?

What are the most common voice error messages?