I have done a number of these shops through Intelli-Shop and of the almost dozen I had one problem with their phone system (you need to call the facility in advance using some sort of phone monitor system). The last time this happened I emailed them and they said not to worry. This time I was in a hurry, the thing didn't work again and I just went ahead and did the assignment. It took me over an hour (not to mention the travel time to get there) and then the write up which took almost an hour. Anyway, they wrote me a day later saying the report was REJECTED because I didn't inform them of the phone system which isn't true. If I can be of any help here, make sure you do that call and if it doesn't work contact Intelli-Shop right away.
Mod note: Subject heading changed and name of shop deleted to conform to Forum guidelines of not revealing the clients of mystery shopping companies. Naming a client is probably also a violation of your ICA