SymptomsThe option to send Opportunity Conversion Data to Invoca is selected in the Invoca Admin section of the Invoca Salesforce Managed Package.All of the Opportunity Stages selected in the Invoca Admin have corresponding Signals in Invoca, but 1 o...
SymptomsThe number on a website is not swapping, but when running Invoca.PNAPI.display(), we see "success".ResolutionThe ringpool may have run out of numbers available. Try increasing autoscaling or lowering the ringpool's session lifetime.
SymptomsUnable to save new signal The following error appears: "Expression syntax error: Only a single value may be specified for signal. Use AND or OR check for multiple valuesApplies ToSignalsResolutionSwitch to text mode to remove any commas that ...
SymptomsOnly certain numbers on certain websites to swap.ResolutionGoogle Tag Manager can use triggers that only allow specific numbers on specific webpages to swap.These two pieces of Google documentation can be shared with the customer's technical ...
SymptomsThe number doesn't swap on the mobile pageThe number does swap on the desktop pageIf your webpage utilizes "data binding"Running Invoca.PNAPI.run() within the console forces the number to swap If you continue to scroll down the page the numbe...
SymptomsCalls picked up by an IVR/Voicemail are being triggered to be scoredApplies ToAgent Voice IDResolutionReview the signal configuration and ensure it excludes calls not answered by the Agent Go into Invoca NetworkClick on integrationsClick on ...
SymptomsAgents are consistently named incorrectlyApplies ToAgent Voice IDIFCCResolutionAudit a few audio recordings in the Invoca UI and verify that the agent audio is clear and has no background noise. Note: calls should be greater than 10-seconds...
SymptomsAgent Voice ID is showing many blank or incorrect names associated with calls. Applies ToAgent Voice IDIFCCResolutionCheck in the Agent Voice ID portal “dashboard” tab that 90-100% of agents are successfully enrolled as required. Enrolled mea...
SymptomsAgent received the Voice ID enrollment call, reads the text but then nothing happens. Applies ToAgent Voice IDAgent Voice ID enrollmentIFCCResolutionConfirm that the agent went through the expected process: Once the agent has finished readi...
Applies ToAgent Voice IDAgent Voice ID enrollmentIFCCValidsoftResolutionCheck that the agent is using a direct number, i.e., a personal mobile phone Note: Do not use a shared extension or a contact center solution for enrollment where calls might be...
SymptomsAgent does not receive the enrollment call within 5-minutes of the request. Applies ToAgent Voice IDAgent Voice ID enrollmentIFCCValidsoftResolutionHave the user temporarily add the ValidSoft calling #1-361-344-4900 to their contacts list so ...
SymptomsAgent clicks on the enrollment email link and gets an error stating that the access token is invalid. Applies ToAgent Voice IDAgent Voice ID EnrollmentIFCCValidsoftResolutionDelete the agent and add/ reinvite the agent again Ensure the agent...
Symptoms403 error occurs on only a handful of callsApplies ToTransactions APIResolutionCheck the transaction ID associated with the error to see if a transcript is associated with the call. If not, you should expect to see a 403. If there is a transc...
SymptomsWhen reviewing call reports, a landing page or calling page appears that is not associated with the source phone number.Applies ToAttribution DataCall ReportingResolutionCheck the landing pages to see if there are any hard-coded phone numbers...
SymptomsYou see the following prompt next to your Ringpool(s)Applies ToSalesforce Marketing Cloud Ringpools ResolutionTo access the SFMC settings page, the customer must have already completed the integration/authentication process. They should log i...
SymptomsGA4 Invoca-related conversion events greatly outnumber the number of Invoca call events.Applies ToGoogle Analytics 4ResolutionOne potential issue that can lead to more calls in GA4 than Invoca is if you utilize Google Tag Manager to send conv...
SymptomsA phone number in the aria-label remains the same instead of replacing with the Invoca number.<a href="tel:+1888.123.4567" aria-label="1.888.111.2222">1.888.123.4567</a> Applies ToNumber swap, Invoca TagResolutionIt will require the custom co...
SymptomsCalls are misrouted even after making updates to the Invoca tagApplies ToInvoca Call RoutingResolutionThe issue should resolve itself after the attribution window expires for previous users who visited the website.If you notice the number of ...
SymptomsThe Adobe Analytics Pre-Transfer Webhook is not firing on calls that it is expected to fire on.Calls that the webhook is not firing on are from Syndicated Campaigns that forward calls to another Invoca Network.Applies ToCustomers who have one...
SymptomsSome but not all of the MS Ads accounts appear under the integration options in Invoca.Applies ToMicrosoft AdsResolutionTo find the accounts that are not appearing in Invoca, you should go to your MS Ads Manager account and access the account...
