An IVR/Voicemail Call Was Assigned an Agent Name for Agent Voice ID

Check that the Signal triggering Agent Voice ID excludes calls not answered by an agent.

1. Review the Signal configuration to confirm it excludes calls not answered by an agent:
   1. Log in to Invoca and go to your network.
   2. Click Integrations.
   3. Click the Agent Voice ID integration.
   4. Click Edit on the three dots to the right of the Action, to view the Signals it’s triggered by.
   5. Confirm Calls Not Answered isn’t listed there. If it’s included, reach out to your account team or support@invoca.com to have it excluded.
2. Confirm the excluded Signal isn’t still incorrectly triggering Agent Voice ID for IVR or voicemail calls. If it is, reach out to your account team or support@invoca.com for further troubleshooting.

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Where to go next

• Agent Voice ID
• Some Agents Are Consistently Not Named Correctly for Voice ID