Zendesk Talk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels.
Zendesk Talk works with the webRTC technology, which provides browsers and mobile applications with Real-Time Communications (RTC) capabilities. In some cases your network will need to be adjusted to allow the Talk application to work, especially if your organization has a highly secure network environment. These adjustments are normally made on all firewalls, routers, switches, load-balancers and any other hardware or software that could block or manipulate network access to the destinations listed below.
Our Voice provider Twilio will update their GLL (global low latency) regions on December 15, adding a new German region (de1). GLL routes calls through the region that will provide the best quality call based on the region of the agent and caller. This change could result in some calls routing through the new GLL region that did not previously do so.
What You Can Do
If you are already whitelisting Twilio IP addresses, please add the German region (de1) IP address ranges to your list of whitelisted IP addresses to ensure Zendesk Talk calls that are routed through the new GLL German region work seamlessly.
If you are not already whitelisting Twilio IP addresses, then no changes need to be made. However, your team may want to consider reviewing the Zendesk Talk requirements here.
Please reach out to firstname.lastname@example.org if you have any questions.