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Unable to receive calls or dial out

  • December 18, 2023
  • 2 replies
  • 7 views
Joanne16

My agent is receiving error message - "Zendesk Talk Needs Access To Your to your Brower's Microphone" .  From Setting, Access to Microphone is checked and in Zendesk, access to Microphone is set to Allow.   What could be preventing the agent from receiving calls and dialing out?

    2 replies

    Audrey14
    • Audrey14Employee
    • Employee
    • December 19, 2023

    Hi @joanne16 welcome to our Community! 

    Is your agent using Chrome? If so, can you kindly have them check as well if the Site settings to Sound is set to "Allow"? 

    We also have the following troubleshooting guide here that your agent can use to make sure that there's no other factor affecting their ability to make and receive calls :)  

    B
    • Brandon34
    • December 19, 2023

    Hi @joanne16!

    I'm sharing our internal guide that hopefully will help: 

    1. Browser Permissions: Double-check the browser's permission settings for the microphone. Sometimes, permissions might need to be reset or reconfirmed, even if they appear to be set correctly.

    2. Browser Compatibility: Ensure that the browser being used is compatible with Zendesk Talk. Some features may not work as expected in certain browsers.

    3. Extension or Add-on Conflict: Browser extensions or add-ons can sometimes interfere with the functionality of web applications. Try disabling extensions, particularly those that might control audio or privacy settings, to see if this resolves the issue.

    4. Hardware Issues: Verify that the microphone is functioning correctly outside of Zendesk. This can be done by recording a voice memo or using another application that requires microphone access.

    5. Different Browser or Incognito Mode: Try accessing Zendesk Talk through a different browser or in incognito/private mode. This can help determine if the problem is specific to the browser settings or extensions.

    6. Clear Browser Cache and Cookies: Sometimes, clearing the browser's cache and cookies can resolve unexpected issues.

    7. Firewall or Network Restrictions: In some corporate environments, firewalls or network policies might restrict access to certain devices or features. Check with your IT department if there are any such restrictions in place.

    8. Zendesk Settings: Within Zendesk, ensure that all settings related to call handling and microphone access are correctly configured. There might be specific settings or permissions at the application level that need to be addressed.

    9. Update Browser and Zendesk: Ensure that both your browser and the Zendesk application are updated to the latest versions.

    10. Test with Another Device: If possible, try accessing Zendesk Talk from a different device to see if the issue is device-specific.

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