Troubleshooting Voice

For optimum Voice quality, we recommend that you use Google Chrome as your browser on a high-speed, low latency Ethernet or Wireless connection. 

Common Voice Issues:

The browser cannot establish a call

  • Check that your browser is not restricting access to your microphone or headset. If using Chrome, you can check this from the Settings section under Settings > Advanced > Content Settings > Microphone. Make sure "" is in the "Allow" list. If this option is listed as "Block", click the X to delete it from the list. Removing this entry will allow you to grant Zendesk Sell a new connection the next time you go to place a call
  • Check that the ports in your router and firewall allow for Voice traffic. For more information on this, view the chart at the bottom of this page

You experience one-way audio

  • Confirm that your headset and microphone are correctly connected to your computer
  • Check that the correct output and input for audio are selected in your computer's system settings 
  • Ensure that any hardware mute buttons are not enabled

Your call audio is garbled

  • If you are not already, try using a headset with your computer instead of the default built in microphone
  • Reduce ambient noise nearby
  • Ensure your computer has enough resources available to process a call - be sure that your RAM and CPU are not over-utilized. You can close un-needed applications and tabs, and try disabling antivirus to help cut down overhead. 

Your audio has drop-outs

  • Check your network speed and latency from this Pingtest. The test will give your network a letter grade. Work with your network provider or IT team in order to bump your network quality to an "A" if it is not already so

How should I set up my Network for the best results? 

Voice uses Twilio to provide our VOIP services. In order to provide Voice, your browser will establish a connection to Twilio on the addresses and ports below. 

Component Address Client-Side Port User Server-Side Port Used Protocol
Signaling Any 443 TCP
Presence Any 443 TCP
RTP A dynamic IP pulled from Amazon’s public range Any 10,000 – 20,000 UDP

You can find Amazon's dynamic IP range on their forums here.

For Client-Side ports, most machines will select from the ephermaral range of Ports 1,024 to 65,535.

If your router supports Quality of Service (QoS) settings, use them to prioritize port 443, along with the IP addresses of the computers you use to make Voice calls. If your router's QoS settings are fairly simple, use them to prioritize all SIP traffic in order to give Voice priority over most other things on your network.  

Still experiencing issues? Reach out to us at support, we'd be happy to help!