Small portion of community voice not working

Status Announcement
1

Mar 4 , 06:30 PST

Resolved - There was an accidental change in the logic of account cleanup that led to the deletion of small portion of community voice resources, which caused those agents with the voice having issues.We have fixed the logic, and have been running a backfill to detect and add back those resources.

2

Hello,

Thank you for making the changes.

If you have any banned agents, you can export the agents then import them to resume your operations.
To export an agent, from the Agents list page, click on the three dots next to an agent and then click on the Export button.
To import an agent, from the Agents list page, click on the Import button at the top of the page.

To avoid any scam flags, make sure the agent always:

  1. Clearly identifies who they are and who they represent.
  2. States the call purpose before asking for any department.
  3. Avoids generic phrases like “please connect me to…” without explanation.
  4. If using IVR / transfer prompts, they should contain clear step-by-step rules for what to do.
  5. For warm-transfers, make sure to add instructions so the AI briefly explains the context to the receiving human.

Regards,
Omar Salam
Retell Support Team