Agent for Voice ID didn't receive the enrollment call.

[InvocaKnowledge]

Symptoms

Agent does not receive the enrollment call within 5-minutes of the request. 

Applies To

Agent Voice ID
Agent Voice ID enrollment
IFCC
Validsoft

Resolution

1. Have the user temporarily add the ValidSoft calling #1-361-344-4900 to their contacts list so it is not blocked
2. Check the call logs in the enrollment Portal
   1. Validsoft Portal Link: https://invoca.validsoft.cloud/admins 
   2. Login
   3. Click on Logs on the left-hand side  
      1. Search by name, number, etc. 
      2. Expand the log to confirm a call went through & to what number
          

 

3. Delete the agent from Portal and re-enroll. Have the agent use a different phone number to see if that works. 
   1. Did this work? 
   2. No - go to step 4
4. Contact Invoca Customer Support to Submit a support ticket . Please include the agent ID/phone number/ carrier
   1. Note: There are specific call permissions, so some calls to foreign countries might not work. Also, some carriers may block some calls due to STIR/Shaken or similar.

Cause

Enrollment call may have been blocked by cell phone provider or the wrong agent phone number could have been entered. 

Note: There are specific call permissions, so some calls to foreign countries might not work. Also, some carriers may block some calls due to STIR/Shaken or similar.