Within India, MyOperator bridges calls over the PSTN (traditional telecom network), not over the internet. This complies with Indian telecom rules and keeps call quality consistent.

In this article

• When this applies
• Key terms (plain language)
• How the PSTN call flow works
• What you will see/hear
• Prerequisites
• Verify your setup (quick test)
• Edge cases & limitations
• Troubleshooting
• FAQs

When this applies

• Scope: Domestic India calling where customer and agent numbers are Indian.
• Not in scope: International legs or non-Indian deployments may follow different routing models.

Key terms (plain language)

• PSTN: The regular phone network used by carriers for voice calls.
• Bridge/Bridging: Connecting two separate calls so the customer and agent can talk.
• Leg A / Leg B:
• Leg A: Customer → MyOperator (PSTN).
• Leg B: MyOperator → Agent’s phone (PSTN).
  MyOperator bridges Leg A and Leg B.

How the PSTN call flow works

1. Customer dials your MyOperator number.
2. The call lands on MyOperator’s IVR over PSTN and plays your menu.
3. When the caller chooses an option, MyOperator places a second PSTN call to the mapped agent or department number.
4. The system bridges both PSTN legs. Neither side uses VoIP for the audio path inside India.

What you will see/hear

• Caller & agent experience: Standard phone call audio; no data connection required on the agent device.
• Caller ID (CLI): The agent typically sees the customer’s number as CLI.*
• Recordings & logs: Call events and recordings (if enabled) appear in Call Logs/Reports.
  * CLI presentation can vary by carrier settings and masking rules.

Prerequisites

• Your MyOperator number is mapped to active agents/departments.
• Agent phones can receive calls (not in DND, airplane mode, or out of coverage).
• Business hours, queue rules, and overflow/voicemail are configured.

Verify your setup (quick test)

1. From an external phone, call your MyOperator number.
2. In the IVR, select an option routed to a known agent.
3. Confirm the agent’s phone rings as a normal call and shows the expected CLI.
4. After the call, check Reports → Call Logs for a “Bridged (PSTN)” event or equivalent.
5. (Optional) If you use recordings, verify the file is attached to the log.

Copy-paste navigation: Dashboard > Manage > Numbers (routing) • Dashboard > Manage > Users/Departments (targets) • Reports > Call Logs

Edge cases & limitations

• No data needed on agent phone: Audio uses PSTN. The dashboard still needs internet for admin views.
• Availability: If the agent is busy/unreachable, the call follows your queue/overflow or voicemail rules.
• CLI differences: Some carriers may alter or mask CLI; verify in a test.
• Roaming/weak signal: Poor cellular coverage can affect Leg B quality.
• International legs: International routing may differ from the domestic India PSTN model.

Troubleshooting

• Agent phone never rings: Confirm the correct agent number, device is on and has signal, and the user is enabled.
• Caller hears ringing, then drop: Check overflow rules, carrier coverage, and whether the agent declined the call.
• Wrong or hidden CLI: Test with multiple carriers; review any number masking settings.
• Frequent busy tone: Increase simultaneous ring targets or adjust queue size/timeout.

FAQs

Is VoIP used anywhere in this path?
For domestic India call audio, no. Both legs are PSTN. Platform services (IVR menus, logs) run in the cloud but do not carry your voice over the internet.

Does this affect call quality?
PSTN usually provides stable quality and uptime for domestic calls. Radio/cellular coverage still matters for the agent’s device.

Who pays for Leg B?
Leg B (MyOperator → Agent) is a separate PSTN call. Billing is handled per your plan and carrier interconnects.