SymptomsA Smart Alert has been configured, but when calls meet the required conditions, no alert is sent.ResolutionAre there any Smart Alert conditions that are fulfilled after the call?Smart Alerts only work with conditions that are present at the s...
SymptomsThe Five9 Calls in Progress API connector is configured as instructed by the Invoca documentation, but no calls or call data are being returned from the Calls in Progress API.The phone number mapped to the Call.DNIS variable in the Five9 quer...
SymptomsReal-Time webhook response shows an Invalid IDThe Invalid ID matches the campaign ID setup in the networkPreviously cloned bundled campaignApplies ToReal-Time routingResolutionYou can fix the setup by editing the round-robin IVR node to inclu...
Symptomsresponse": { "statusCode": 403, "status": "Forbidden", "body": "{\"errors\":{\"class\":\"InvalidInput\",\"invalid_data\":\"Call must be present\"}}",Applies ToSignal APIResolutionYou could either delay their requests a bit to account for t...
SymptomsWhen sending calls from Invoca to Genesys destination numbers, DTMF tones (key presses) may not be acknowledged due to a mismatch between RFC standards. Invoca uses RFC 2833, while Genesys adheres to RFC 4733. This mismatch causes an issue wh...
SymptomsIt is recommended that Five9 uses the calls in progress API rather than webhooks.ResolutionView this comunity documentation for steps to move your Five9 API webhooks to the Calls in Progress API:https://community.invoca.com/t5/five9-integrati...
SymptomsInvoca MDF values are being sent to Google Analytics with particular values, but these are changing after reaching Google Analytics.Applies ToInvoca numbers that have marketing data fields applied.ResolutionThe utm traffic variables are deduc...
SymptomsThere are numbers on a website that I do not want to swap. How do I do this?ResolutionNavigate to the Invoca tag, and select the "Replace specific numbers" checkbox if you'd prefer to provide a specific list of phone numbers on your landing p...
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...
