If you do not see calls for a rep in VoiceOps, review this list of common causes:
- The rep is newly added to VoiceOps.
It can take up to 48 for VoiceOps to integrate and process new calls. Check back after that time. - The rep has not made calls.
Check that the rep is working, and is not on vacation or sick leave. - The rep has an incorrect Integration ID.
The Integration ID is the value that allows VoiceOps to match calls with a particular rep. If this value is incorrect, VoiceOps will not be able to integrate calls for that rep. Your customer admin can review the Roster and determine if the Integration ID is correct. - The rep is using a different system to make calls.
Some companies use multiple call platforms. Check that the rep is using the call platform that is integrated with VoiceOps, and is not using their own personal phone.
- The rep has been disabled.
Your customer admin can review the Roster and determine if the rep has been deactivated. - No calls have been sent for the rep.
Check that there is not a system issue that has prevented calls for a particular rep to be sent. - No/missing metadata has been sent for the rep.
Metadata is data sent with the call to identify the rep and additional values. If metadata is missing, the calls will not be processed.
Still having issues? Open a support ticket and we're happy to assist you.