This usually means the agent enrolled with a shared extension or a number that routes to an IVR rather than a direct line.If an agent’s Agent Voice ID enrollment call didn’t pick up any audio, the enrollment likely used a shared extension or a number that routes through an IVR (interactive voice response) menu instead of ringing the agent directly. Resolution:
- Confirm the agent enrolled using a direct number, such as a personal mobile phone. Don’t use a shared extension or a contact center number where calls might be routed, an IVR might pick up, or similar.
- Confirm the number that was called in the Agent Voice ID portal’s Agents panel:
- Log in to the Agent Voice ID portal.
- Click Agents on the left-hand side.
- Search by name.
- Confirm the number is correct. If not, delete and re-enroll the agent with the correct number.