Hi Team,
We are using the zendesk talk but unable to hear incoming call sound as well its coming and then routed to another agent automatically within 2 to 3 sec please let us know the resolution for this asap..
unable to hear incoming call sound
Hello Aidan,
What browser and headsets are you using? We have the best experience with Google Chrome on Windows and Jabra headsets (there was another well known brand that gave us a lot of trouble...).
Do the mic and sound test on this website succeed?
https://www.onlinemictest.com/
https://www.onlinemictest.com/sound-test/
Also double check with your network administrator that the ports are open, as the troubleshoot page says:
> TCP: port 80 and 443
> UDP: all ports between 10,000 and 20,000
With kind regards,
Sebastiaan
Sparkly ⭐
Hi Sebastiaan,
I tried the test but speakers test has been failed whats next we are using practica headsets in google crome browser.
Hello Aidan,
That are Plantronics headsets right? We've had good experience with Plantronics too. So I don't think that's the issue.
When the speaker tests fails, it could be something browser related. Normally you have to provide access to your microphone, but your speakers/headset should work right away.
Do you have sound with the headset on sites like YouTube? Can you try another browser like Firefox to see if that makes a difference? If this problem occurs for all your agents, it might be something your system administrator has restricted on their workstations?
With kind regards,
Sebastiaan
Sparkly ⭐
Freshcaller (WebRTC/Chrome) allows inbound calls to ring on the desktop speakers whilst the call still comes through on the headset. It would be really good if Zendesk would implement this option.
Hello @David Windell,
We appreciate the suggestion! I would recommend sharing this feedback in our product feedback forum so our developers can consider this for future product updates.
Best regards.
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Hi Aidan -
Our first recommendation is to go through the steps outlined in the Talk troubleshooting guide.
I also found this community post from another user who was having a similar issue, and she indicated that clearing her cache solved the issue for her: Problems with Zendesk Talk
Give that a try and let us know if it resolves or if you're still seeing issues.