Why are phone calls in Voice not routing to agents?

<div class="note">
<span class="notetitle">Note:</span> This article applies exclusively to Zendesk Voice. If your account uses Zendesk Contact Center refer to <a href="https://support.zendesk.com/hc/en-us/sections/9248688983706-Using-Zendesk-Contact-Center" target="_blank" rel="noopener noreferrer">documentation specific to Contact Center</a>.</div><h2 id="h_01HHHWSDCE3YN1X1EQ72GN2WXX">Issue symptoms</h2><p>Talk phone calls do not route correctly to agents. Examples of call behavior include:</p><ul>
<li data-list-item-id="e757107f4acc13f38394a6a44f41fc31f">Agents are available, but the message <strong>No support agents are currently available</strong> displays</li>
<li data-list-item-id="e104bf04b214c2d7ff38e8baba639ada6">Calls stay in the queue, but agents do not receive or cannot accept them</li>
<li data-list-item-id="ea9d582bffe213d1d6e6d0250e051dbce">Calls do not route evenly among all agents in a group</li>
<li data-list-item-id="ee8cdee5f1b41d4ddc9a74ea3b01df300">Calls go straight to voicemail</li>
<li data-list-item-id="e4a0dacc86fdeeee5ccd5f8e91fd36721">Calls dial out from the wrong number</li>
</ul><h2 id="h_01HNFZWT0YFWS439R85A0QZ8WS">Resolution steps</h2><p>To address call routing issues in Talk, follow the troubleshooting steps below.</p><div class="accordion"><p>Step 1: Check system status and agent availability</p></div><div class="panel">
<p>First, verify that service outages or status settings are not blocking calls:</p>
<ul>
<li data-list-item-id="eecadd6ecf1e8eaef57ea8efde6cad458">Visit the <a href="https://status.zendesk.com/" target="_blank" rel="noopener noreferrer">Zendesk status page</a> to check for active service incidents affecting Talk or Support.</li>
<li data-list-item-id="eb7e70f9e07e42fd707cfc8abe10c1b94">Confirm affected agents hold a <strong>Team Lead</strong> or <strong>Agent</strong> role and have set their status to <strong>Online</strong>. Users with an admin-only role for Talk cannot place or receive calls.</li>
<li data-list-item-id="e296bacfaaf975e39ae34236f079fa67e">If you use <a href="https://support.zendesk.com/hc/en-us/articles/4410525357594-Creating-custom-unified-agent-statuses" target="_blank" rel="noopener noreferrer">unified agent statuses</a>, check the <a href="https://support.zendesk.com/hc/en-us/articles/4422485166746-Seeing-live-agent-status-and-activities-with-Explore" target="_blank" rel="noopener noreferrer">agent status dashboard</a> in Explore to ensure agents show as online for Talk.</li>
<li data-list-item-id="e2445d5c75e71a2273b18dc71c1138636">If <a href="https://support.zendesk.com/hc/en-us/articles/4408835750042-Activating-focus-mode-for-voice-and-chat-in-the-Zendesk-Agent-Workspace#topic_bx4_fcs_n4b" target="_blank" rel="noopener noreferrer">focus mode</a> is active, agents handling a chat ticket will not receive calls. Deactivate focus mode to test call delivery.</li>
</ul>
</div><div class="accordion"><p>Step 2: Check your Talk line settings</p></div><div class="panel">
<p>Review your line and queue configurations in Admin Center:</p>
<ol>
<li data-list-item-id="e530255b5f81620f51408aa30ed168d27">Navigate to your <a href="https://support.zendesk.com/hc/en-us/articles/4408823877146-Managing-Talk-line-settings#topic_arg_djv_dhb" target="_blank" rel="noopener noreferrer">phone line settings</a> and ensure the <strong>Enable Talk</strong> box is checked.</li>
<li data-list-item-id="e5bb9de7c5a9590e8b28f3ac62ee28da8">Confirm the Talk line has a destination configured, such as <a href="https://support.zendesk.com/hc/en-us/articles/4408885952922-Routing-incoming-calls-to-groups-of-agents" target="_blank" rel="noopener noreferrer">group routing</a> or an <a href="https://support.zendesk.com/hc/en-us/articles/4408885628698-Routing-incoming-calls-with-IVR" target="_blank" rel="noopener noreferrer">IVR menu</a>.</li>
<li data-list-item-id="e67e9baf25fe8da05228c812b9ce19065">Verify if the call arrived outside your configured <a href="https://support.zendesk.com/hc/en-us/articles/4408845919002-Routing-calls-based-on-business-hours" target="_blank" rel="noopener noreferrer">business hours</a>.</li>
<li data-list-item-id="e7eddc41eb261cc67747630088fe6b130">Check your queue limits. Try setting the <a href="https://support.zendesk.com/hc/en-us/articles/4408838035866-Enabling-Talk-and-configuring-general-settings#topic_w1l_j14_5fb" target="_blank" rel="noopener noreferrer">maximum queue wait time</a> to 5 minutes. If your queue frequently fills up, consider setting a <a href="https://support.zendesk.com/hc/en-us/articles/4408881907994-Managing-Zendesk-Talk-lines" target="_blank" rel="noopener noreferrer">priority line</a>.</li>
<li data-list-item-id="edd4218d0e37fb6ef94f4297f7ab19cf2">If you use <a href="https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing-with-unified-agent-status" target="_blank" rel="noopener noreferrer">omnichannel routing</a>, review capacity rules in <a href="https://support.zendesk.com/hc/en-us/articles/4954060248858-Using-omnichannel-routing-to-route-calls" target="_blank" rel="noopener noreferrer">Using omnichannel routing to route calls</a>.</li>
</ol>
<p>If calls dial out from the wrong number on <a href="https://support.zendesk.com/hc/en-us/articles/4408821946138-Setting-up-Talk-numbers-for-multiple-brands" target="_blank" rel="noopener noreferrer">multibrand accounts</a>, note the outbound line selection behavior:</p>
<ul>
<li data-list-item-id="e789a683854d880b52b94a0da6de8d8d2">Placing a call from an existing ticket uses the first line listed under the Lines tab in Admin Center.</li>
<li data-list-item-id="eb6cd5215a88392b00ef9e75b1fdd7762">If a call did not create the ticket, the system uses the main phone line assigned to the ticket brand.</li>
<li data-list-item-id="e9376191efc5d47da182544e467e4c704">Agents can manually select a specific outgoing line from the dial pad dropdown before calling.</li>
</ul>
</div><div class="accordion"><p>Step 3: Check browser and network settings</p></div><div class="panel">
<p>Local environment issues can disrupt call routing and softphone connection:</p>
<ol>
<li data-list-item-id="ea67f1e693918eab51d63de50c9d4a6ee">
<a href="https://support.zendesk.com/hc/en-us/articles/4408823836314-Options-to-clear-cache-and-cookies" target="_blank" rel="noopener noreferrer">Clear your web browser cache and cookies</a> and confirm the browser is updated.</li>
<li data-list-item-id="e858a35e9c559bebb064f3d80e34cc08c">Test Zendesk in a different web browser or machine. Virtual private networks (VPNs) and strict firewalls can interfere with call connectivity.</li>
<li data-list-item-id="e4064f7559c6c9fa709bc5c47fb243ed8">If using Google Chrome, navigate to <strong>Settings &gt; Performance &gt; General</strong> and add your Zendesk domain under <strong>Always keep these sites active</strong> to prevent the call tab from sleeping.</li>
</ol>
</div><div class="accordion"><p>Step 4: Submit a support ticket</p></div><div class="panel">
<p>If routing issues persist, open a ticket with <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a> and include the following details:</p>
<ul>
<li data-list-item-id="e498de3d1a19ce1f8d3bfbcf13ab67af1">At least 3 specific call examples with date, time, and phone numbers</li>
<li data-list-item-id="ef83e3eebf0c6d98134a6d1a205505a0c">A list of affected agents and their browser versions</li>
<li data-list-item-id="e0702aab816f740736bdbff29522c409b">Whether the issue affects specific groups or all agents</li>
<li data-list-item-id="ee1f1b6ce044f294834a2ab0280819405">A screenshot of a completed <a href="https://networktest.twilio.com/" target="_blank" rel="noopener noreferrer">Twilio network test</a> run from an affected agent browser. For details, see <a href="https://support.zendesk.com/hc/en-us/articles/4408823183002-How-do-I-use-the-Twilio-network-test-to-troubleshoot-Talk-agent-calls-" target="_blank" rel="noopener noreferrer">How do I use the Twilio network test to troubleshoot Talk agent calls?</a>
</li>
</ul>
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<details>
<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>
<h2 id="h_01KRZRH7504BTQ7A645BS5QV7A">
What is the Enable Talk setting? Why should I use Talk on my help
desk or ticketing system? What does the Enable Talk feature do for
a support person or agent?
</h2>
<p>
The <strong>Enable Talk</strong> setting allows a support person
or agent to make themselves available to answer calls on your help
desk or ticketing system. Your phone number can accept voicemails
even when you disable this setting.
</p>
<h2 id="h_01KRZRH750SG2SS62N114WCH0R">
How do I change Talk line settings? Where do I configure the phone
system in the Admin Center? How can a department or team update their
call options?
</h2>
<p>
To configure your phone line options, navigate through the settings
in your account:
</p>
<ol>
<li>
Navigate to <strong>Admin Center</strong> &gt;
<strong>Channels</strong> &gt; <strong>Talk</strong>.
</li>
<li>Open your phone line settings.</li>
<li>
Review the configuration options under tabs such as
<strong>Settings</strong>, <strong>Lines</strong>,
<strong>Business verification</strong>, <strong>Addresses</strong>,
or <strong>Greetings</strong>.
</li>
<li>
Check the <strong>Enable Talk</strong> box to allow your support
person or team member to answer calls.
</li>
</ol>
<h2 id="h_01KRZRH750DWTJZW65HWD2RSMW">
Why do phone calls not route to an agent or support person? Why does
the help desk or ticketing system say no support agents are currently
available? Why do queue calls go straight to voicemail? How do I
fix call delivery issues for my team or department?
</h2>
<p>
When phone calls do not route correctly to your support person or
agent, verify the following solutions:
</p>
<ul>
<li>
Check the status page to see if a service incident affects
<strong>Talk</strong> or <strong>Support</strong>.
</li>
<li>
Confirm that you check the <strong>Enable Talk</strong> setting
in your <strong>Admin Center</strong> settings.
</li>
<li>
Verify that the line has a <strong>Group</strong> or department
destination or an <strong>IVR</strong> menu to receive calls.
</li>
<li>
Confirm if the call arrived outside your business hours or holidays,
also known as <strong>Schedules</strong>.
</li>
<li>
Increase your maximum queue wait time to 5 minutes, or set a
priority line if the queue maxes out frequently.
</li>
<li>
Check if your phone numbers associate with a specific
<strong>Brand</strong> or subdomain, which alters outbound dial
behavior.
</li>
<li>
Review if omnichannel routing activation alters your call behavior.
</li>
<li>
Deactivate <strong>Focus mode</strong> if the team member or
agent works in an active chat ticket.
</li>
<li>
Verify that your status contains the right permissions if you
use unified statuses, and check the status dashboard in
<strong>Explore</strong> or analytics.
</li>
<li>
Clear the web browser cache and cookies, turn off your virtual
private network (VPN), or keep pages active in Google Chrome
performance settings.
</li>
<li>
Submit a ticket to customer support with three call examples,
browser versions, affected departments, and a Twilio network
test screenshot if the problem persists.
</li>
</ul>
<h2 id="h_01KRZRH7502TP8TTGSPCHZ7HED">
Can a phone line receive voicemails if Talk is disabled? Will the
ticketing system or help desk accept voicemails when Talk is off?
Can customers leave voicemails if the phone line is inactive?
</h2>
<p>
Yes. Your phone number can accept voicemails even when you disable
the <strong>Enable Talk</strong> setting.
</p>
<h2 id="h_01KRZRH750EKKSE55S9KRECCS2">
Which permissions or access level allows a support person to receive
Talk calls? Can an admin place or receive phone calls? What role
does my team or department need to use the phone system?
</h2>
<p>
To receive calls, a team member or agent must hold a
<strong>Team Lead</strong> or <strong>Agent</strong> role or access
level and set their status to Online. Users who hold an admin role
or permissions level for <strong>Talk</strong> cannot place or receive
calls.
</p>
<h2 id="h_01KRZRH7507GN63QXQB1E8DZHR">
What is the best queue wait time for Talk calls? How should my team
or department manage heavy phone traffic? How do I prevent a phone
queue from maxing out on the help desk or ticketing system?
</h2>
<p>
Set the maximum queue wait time to 5 minutes to optimize call management.
If your team or department queue maxes out frequently, establish
a priority line to control traffic efficiently.
</p>
<h2 id="h_01KRZRH7505MT43QZCHD8T4PVQ">
Which phone number does the system use for outbound calls from a
ticket? How does a specific brand or subdomain affect outbound dial
lines? Which line does the ticketing system select when an agent
or support person calls a customer?
</h2>
<p>
When you place calls from a ticket, the system selects the first
number listed under the <strong>Lines</strong> tab in the
<strong>Admin Center</strong>. If an inbound call did not create
the ticket, the system uses the first phone line of the
<strong>Brand</strong> or subdomain associated with that ticket.
</p>
</details>
</div>