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The enrollment call may have been blocked by the agent’s carrier, or the wrong phone number was entered during enrollment.
If an agent never received their Agent Voice ID enrollment call, the call may have been blocked by their cell phone provider, or the wrong agent phone number could have been entered. Some carriers block calls to foreign countries, or due to STIR/SHAKEN or similar caller authentication requirements. Resolution:
  1. Have the agent temporarily add the enrollment calling number, 1-361-344-4900, to their contacts so it isn’t blocked.
  2. Check the call logs in the Agent Voice ID portal:
    1. Log in to the Agent Voice ID portal.
    2. Click Logs on the left-hand side.
    3. Search by name, number, or similar.
    4. Expand the log entry to confirm whether a call went through, and to what number.
  3. If the number in the log is incorrect, delete and re-enroll the agent with the correct number.
Applies to: Agent Voice ID, Agent Voice ID enrollment

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Last modified on September 23, 2026