Agent for Voice ID did NOT hear anything on the enrollment call.

[InvocaKnowledge]

Applies To

Agent Voice ID
Agent Voice ID enrollment
IFCC
Validsoft

Resolution

1. Check that the agent is using a direct number, i.e., a personal mobile phone
   1. Note: Do not use a shared extension or a contact center solution for enrollment where calls might be routed, an IVR might pick up the call, etc.
   2. The number called can also be confirmed in the Agents panel in Validsoft
      1. Validsoft Portal Link: https://invoca.validsoft.cloud/admins 
      2. Login
      3. Click on Agents on the left-hand side  
         1. Search by name
         2. Confirm number is correct, if not,delete an re-enroll agent

 

Cause

An error could have occurred if a shared extension or number that routes to an IVR was provided.