> ## Documentation Index
> Fetch the complete documentation index at: https://docs.invoca.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting AI Voice Agent Setup, Transfers, and Reporting

> Diagnose and fix problems with publishing, campaigns, transfers, call endings, data capture, and reports.

**Diagnose and fix problems with publishing, campaigns, transfers, call endings, data capture, and reports.**

> **Note:** The AI Voice Agent is part of Invoca's AI Agents and may need to be enabled on your account. If you don't see **Agent Studio** in the left menu, contact your account team.

## Before you begin

Reproduce the problem with a Preview call first. If it happens in Preview, the cause is usually in the agent's configuration: its rules, intent descriptions, action instructions, or knowledge. If it happens only on live calls, check that you selected **Go Live** after your last change, then check your campaigns and transfer numbers.

To review a live call, open it in the Interactions Report, where you can read the transcript and see the Signals that fired.

## Setup and publishing problems

### Changes aren't showing on live calls

**Apply** saves changes to the draft only. Select **Go Live** to push the draft to production. Every later change waits in the draft until the next Go Live.

### You can't save, and Go Live is greyed out

If the Voice workflow's **Details** tab shows "Unable to load voice presets. Saving is disabled until presets are available.", select **Retry** on the Details tab, or wait a few minutes and try again. Saving and Go Live stay disabled until the voice presets load. If the message doesn't clear, contact Invoca Support.

### No calls reach the agent

On the **Details** tab, check that **Triggered by** lists the right campaigns or forms. If none are listed, no calls reach the agent. Use **Go to campaigns** to fix the campaign setup.

### The business hours are wrong

The agent's hours come from your interactive voice response (IVR) settings. Change them there; the **Details** tab only shows them.

### AI Recommendations won't load

If you see "Unable to load AI recommendations. Please ensure you have access to this agent and try again.", confirm that you have access to the agent and try again later. If it persists, contact Invoca Support.

## Transfer and call-ending problems

### The agent doesn't transfer the call

* Only **Inform & Route** and **Support & Escalate** transfer calls. Check the action on the caller's segment.
* Check that the number is correct and in E.164 format (the international phone number format), for example `+18005550100`.
* Make the instructions say when to connect, for example "Then connect with the billing team."
* For support intents, add a segment for callers who ask for a person, with an instruction to connect right away.

### Callers drop after a transfer

The number may be wrong or not routable, or the destination queue may be closed. Check the number, the destination queue, and its hours.

### The agent ends the call too early or keeps it going

Check which segments use **End Call**, and describe in the instructions when the caller's need is met. If a segment should continue to a person, change its action to Inform & Route or Support & Escalate.

## Data and reporting problems

### Details aren't captured

* Check that the field is listed under **What To Collect** on the action for that segment.
* Make the field's description specific about what to capture.
* Mention the field in the action's instructions so the agent knows when to ask.
* A segment for frustrated callers may collect nothing on purpose.

### Outcomes are missing from your reports

Attach a Signal to each action under **Signal (optional)**. The Signal fires when the action completes.

## Contact Invoca Support

If these steps don't resolve the problem, contact Invoca Support. Include the agent name, the call ID or time of the call, and a description of what the caller heard.


## Related topics

- [Troubleshooting AI Voice Agent Conversations](/s/article/troubleshoot-ai-voice-agent-conversations.md)
- [Testing Your AI Voice Agent with Preview](/s/article/testing-your-ai-voice-agent-with-preview.md)
- [Transfers, Data Collection, and Signals for the AI Voice Agent](/s/article/ai-voice-agent-transfers-data-and-signals.md)
- [Set Up Your AI Voice Agent in Agent Studio](/s/article/set-up-your-ai-voice-agent-in-agent-studio.md)
- [Voice Signals: Setup](/s/article/voice-signals-setup.md)