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...
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...
