An IVR/Voicemail call was assigned an agent name for Agent Voice ID.

[InvocaKnowledge]

Symptoms

Calls picked up by an IVR/Voicemail are being triggered to be scored

Applies To

Agent Voice ID

Resolution

1. Review the signal configuration and ensure it excludes calls not answered by the Agent
   1. Go into Invoca Network
   2. Click on integrations
   3. Click on Agent Voice ID Integration
   4. Click Edit on the 3 dots to the right of the Action to view the Triggered By signals
   5. Ensure Calls Not Answered are NOT listed here
      1. If excluded, submit an Invoca Customer Suipport Case
      2. If NOT excluded, remove this signal

 

Cause

The signal setup to trigger Agent Voice ID potentially includes NOT ANSWERED BY AGENT or VOICEMAIL.