How do I share Call UIDs for troubleshooting in MyOperator?

How do I share Call UIDs for troubleshooting in MyOperator?

Quick Answer

You must copy the Call UID of every affected call as editable plain text from your MyOperator dashboard (never a screenshot) and email 4–5 of them, along with account and symptom details, to support@myoperator.com so Tech Support can pull server logs and resolve the issue.

1. What is a Call UID?

A Call UID (Unique Identifier) is an automatically generated tracking code such as 

s16-xxxxxxxx...
that MyOperator assigns to every single call. Engineering teams rely on this code to locate backend server logs, follow SIP/PRI trunk routes, and diagnose problems like audio breakup, dropped calls, failed IVR transfers, one-way audio, or premature disconnects.

2. Why Plain Text Is Mandatory

Support engineers run automated database queries on Call UIDs. Screenshots or images cannot be queried, so UIDs must always be supplied as copy-pastable, editable text. If screenshots are sent, Support will pause escalation and request the plain-text values first.

3. Methods to Retrieve Call UIDs

  • Method 1: Individual Call Logs (Fastest)
    1. Log in at in.app.myoperator.com.
    2. Select Call Logs from the left menu.
    3. Filter by date, time, or phone number to find the call.
    4. Click the entry to open the details drawer.
    5. Copy the value shown in the Call UID field (for example, 
      s16-xxxxxxxx...).
  • Method 2: Audio Recording Pane
    1. Open Call Logs and click the affected call.
    2. In the Recording Details section, copy the UID listed beside the file or route name.
  • Method 3: Bulk Export via CSV (Multiple Calls)
    1. In Call Logs, set the date/time filter to cover the problem period.
    2. Click Export (CSV) at the top-right corner.
    3. Open the downloaded file, copy every value in the UID column, and paste them into your ticket.

4. How to Submit Your Issue

  1. Collect 4–5 recent Call UIDs that demonstrate the problem, preferably from different callers or agents.
  2. Email them to support@myoperator.com or reply in your existing ticket thread using the format below:
Account Identifiers:  Business Account Number (BAN) or Service Number
Call UIDs:            [Paste 4–5 UIDs as plain text]
Call Direction:       Caller Number  ->  Callee/Agent Number
Timestamps:           Approx. Date & Time (IST) of each call
Observed Symptom:     e.g., one-way audio, premature disconnect, audio muting, failed IVR transfer
Pre-Checks Completed: e.g., verified internet, performed Route Switch, re-logged into Dialer App

5. What Support and Account Managers Will Do

  • Support Verification
    • Confirm that every UID is in plain text.
    • Validate BAN/Service Number
  • Priority Hand-off to Account Manager (AM)
    • If recurring failures cause business loss, the support agent tags the assigned AM.
    • The AM phones the client, monitors the ticket, and sends real-time progress updates.
  • Escalation to Internal Tech Support
    • Support creates a Child Ticket in Zoho Desk (status = "Tech Support Awaited") or emails tech.support@myoperator.co with the UIDs.
    • Tech Support queries backend logs, SIP/PRI traces, and node routes such as s16 servers.
    • When trunk degradation is confirmed, Tech Support raises a Telecom Operator Location (TOL) change request so carrier partners can move traffic off the affected lines.

Keywords

Call UID, troubleshooting, call logs, CSV export, plain text, support ticket, s16 node, Tech Support Awaited, MyOperator dashboard, audio issues, dropped calls