Symptoms
Calls picked up by an IVR/Voicemail are being triggered to be scored
Applies To
Agent Voice ID
Resolution
- Review the signal configuration and ensure it excludes calls not answered by the Agent
- Go into Invoca Network
- Click on integrations
- Click on Agent Voice ID Integration
- Click Edit on the 3 dots to the right of the Action to view the Triggered By signals
- Ensure Calls Not Answered are NOT listed here
- If excluded, submit an Invoca Customer Suipport Case
- If NOT excluded, remove this signal
![](https://lh7-us.googleusercontent.com/docsz/AD_4nXdKM66y9Lsl6amSS_XvgAdq6CiAiB-wlSI4d4qRnNCK5aNDpjeUUKG_mQWdSB16HA_QqU6GiLbT1yUnoXLXwxokRBla7XJHbZAbALyYauH7LXGgVTI3MH2w6gqBkDL_FvXwCTyrSAs_as024plAcQtHmO4?key=jTyyng0yOK6D9cb3hz4bXA)
Cause
The signal setup to trigger Agent Voice ID potentially includes NOT ANSWERED BY AGENT or VOICEMAIL.