Voice quality depends on multiple things. Use a wired internet connection, as well as a wired headset. Make sure you use the right browser, Chrome. And check that you're virusprogram isn't interfering.
Port requirements for computer and network firewalls are:
- Port exceptions added to computer and network firewalls
- Ports: UDP 10,000-20,000 (Outgoing)
- *No designated IP's available, must be open for all traffic*
Visit this site by Twilio (our provider) and use the first link to check your bandwidth and WebRTC ports. This test needs to be run in Firefox. This will show you if you need to adjust any firewalls and open any ports. You must be able to pass this test to use Voice.
If you are experiencing issues, the easiest option is to:
Revoke the microphone access in Chrome. It's under Settings > Show Advanced Settings > Privacy > Content Settings > Media > Manage Exceptions > Remove your Zendesk. I personally do this at least once a day and I have a flawless Voice experience.
All web-based software can experience performance issues relating to the connections and environment in which it operates. Existing system or connection issues may not be as noticeable during normal ticketing, but these issues can be much more pronounced with the additional demands of a telephony connection such as Zendesk Voice.
Connection issues with Zendesk Voice may cause a variety of problems that can be frustrating to diagnose. To help you deal with such issues, we have compiled a list of common troubleshooting steps to try first. Please review the information below, and if you still have issues with your Zendesk Voice connections please submit a ticket to Support at email@example.com.
Problems with Voice quality (delays, echoes, dropped calls)
- Issues with Zendesk Voice call quality can sometimes be traced to a disruption of Twilio services, as this is the system handling our Voice connections. To determine the status of Twilio’s servers, please visit http://status.twilio.com/. If Twilio is experiencing a disruption of services, they will update this site with the status of the outage and an expectation of when regular service will resume.
- If you have checked Twilio’s status, found it is operating normally, and are still experiencing connection issues, please review the ports on your network Firewall. Please verify that you have the following ports open with your network administrator:
TCP: 80, 443, 843 and 1935
- Have your affected agents go to http://clientsupport.twilio.com/ and review the information there. This page will point to incompatibilities with your system setup or browser configuration.
- Have your affected agents try another headset and microphone and review their sound card settings. If they are using a browser other than Firefox, they may need to set their default microphone and speaker: See here for more info.
- Have your affected agents try using another browser. Google Chrome uses WebRTC for connections with Voice, other browsers use Flash. If the issue is with Chrome, have them test their WebRTC using the tool here: https://apprtc.appspot.com/. Once there, right click and select “Un-mute.” If their microphone sound comes out of their speakers, they are using WebRTC and their microphone and speakers are working properly.
If you are still unable to determine the cause of your quality issues after following these troubleshooting steps, please submit a support request to firstname.lastname@example.org. When you do so, please have an agent who is experiencing quality issues provide a screenshot from their system of the information at supportdetails.com. Please also provide any example tickets where call quality was an issue. This additional information is very useful.
Receiving an EC# error
EC# errors are often caused by your network or router configuration. They represent an issue with Zendesk Voice not having an adequate network connection. This can occur anywhere along the network, but often they are the result of local network limitations, or from a computer that does not meet the minimum requirements to make the connection. Please follow these steps to troubleshoot an EC# error:
- Be sure to enable WebRTC if you are using Google Chrome: https://support.zendesk.com/entries/23373938-Migrating-Zendesk-Voic... Zendesk recommends you use a browser that supports WebRTC, and also have a Flash plugin installed.
- Review the WebRTC Port Requirements:
To use WebRTC, please ensure that the following ports are not blocked:
TCP: port 80 and 443
UDP: all ports between 10,000 and 60,000
If you are still experiencing EC# errors after reviewing these troubleshooting steps, please send a support request to email@example.com. When you do, please verify that you have the required ports open by sending a screenshot of your firewall and router settings showing these open ports.
Voice resetting to Offline status
Refreshing your Zendesk page will cause the agent to be set to unavailable for Chat or Voice, and the agent will need to manually reset themselves to become available. For now we recommend you do not refresh your Zendesk page in your browser when you wish to be available for calls or chat.
Numbers and billing
Billing a spoke account for Zendesk Voice in multi-branded Zendesks
With the current multi-branding setup, a credit card cannot be added to a spoke account. Billing is normally done through the hub account, and the spokes are sponsored. Because our billing system does not allow a credit card on spoke accounts for use with Voice, you will need to purchase Voice credits in advance by contacting your Account Manager in our Sales team. Please see Voice pricing here.
“Your Zendesk Voice number will expire in 7 days”
Zendesk reclaims unused phone numbers after 60 days of no activity. If your phone number hasn’t been used within that time, you will receive an email notifying you that your number will expire in 7 days. If you are still using this Voice number, you can prevent the deactivation by simply calling your Zendesk Voice number. Any call activity will prevent the number from being deactivated. However, if you haven’t used the number in 60 days you may want to consider canceling this support channel given the low amount of use.
No button to upload custom greetings
If you want to upload a custom greeting for use with Zendesk Voice, you will first need to click onRecord, under the greeting settings. This will then prompt you to either record a file or upload your own.