Quick Answer

If a call is not connecting, ringing without being answered, or getting disconnected, first confirm whether it is an Incoming or Outgoing call and whether it is handled through the MyOperator Dialer App or WebCall. The most common causes are account status or pending payment, user availability or schedule, user-to-department mapping, IVR or call-flow configuration, mobile device, SIM, or network issues, WebCall connectivity problems, or telecom routing faults. Always review the account and call configuration and then place a live test call to verify that the problem is fixed.

Identify the Account and Call Type

Begin every investigation with the basic identifiers.

• Note the Service Number (IVR Number) or BAN (Business Account Number).
• Determine the call direction: Incoming or Outgoing.
• Confirm the calling method: MyOperator Dialer App on a mobile device or WebCall in a browser.
• Describe the behaviour: not connecting at all, ringing but unanswered, disconnecting mid-flow, or showing an error message.

This information dictates which checklist to follow next.

Troubleshooting Incoming Calls

If callers are not reaching any user:

• Account status – verify the account is active and not suspended for payment or inactivity.
• User availability – make sure at least one mapped user is available to take calls.
• User timing – confirm the user’s configured receiving schedule covers the time of the test call.
• Department mapping – ensure the intended user is actually assigned to the relevant department.
• IVR / Call flow – check that the flow points to the correct department or user and that time conditions or other rules are correct.
• Call logs – open the panel and see whether the call even appears; the log often pinpoints where the disconnect happened.

After any adjustment, place a test call from an external number to walk through the entire flow.

If the call reaches the user but is not picked up:

• Re-confirm user availability.
• Check whether the user is already on another call.
• Confirm that the active receiving slot matches the current time.
• Validate the user’s mobile and data network strength.
• Ensure the user’s handset is capable of receiving the call (ringer on, Do Not Disturb off, SIM present, etc.).

A missed call showing in logs usually means IVR and routing worked; the issue is on the user or device side.

Incoming Calls through WebCall

• Verify a stable internet or Wi-Fi connection.
• Ensure the browser and device microphone/speaker permissions are working.
• Keep the WebCall window open and the user logged in and available.
• Run consecutive test calls to see whether the failure is repeatable.

Always follow up by making a live test call after each change.

Troubleshooting Outgoing Calls (Dialer App)

• Account status – confirm no restriction is active.
  
• Make sure the outgoing feature is activated in the plan.
  
• Map DID to outgoing V2 Section.
• User status – the caller must be added to the account and marked available.
• Registered mobile – the handset number must match the number registered for that user inside MyOperator.
• SIM – ensure the registered SIM is inserted; on dual-SIM devices, select the correct slot for outbound calls.
• Network – check both mobile data and voice network strength.
• Dialer App – update to the latest version and confirm it loads without errors.
• Calling configuration – if problems persist, refresh the outgoing-call setup in the panel and test again.

Finish by placing a test outgoing call to confirm the issue is solved.

Outgoing Calls through WebCall

• Inspect internet or Wi-Fi stability.
• Confirm browser compatibility and device hardware (mic/speaker) functionality.
• Check that the WebCall session is logged in and active.
• Verify user availability status.
• Note whether the problem affects every destination number or only specific ones.

Conduct another test call once each item is verified.

Use Call Logs to Pinpoint the Fault

Call details reveal exactly where a failure occurs:

If configuration looks correct yet calls still fail, study the individual Call UID entries for error codes or disconnect reasons.

When to Contact Support

Email support@myoperator.co if any of the following remain true after the basic checks:

• Incoming or outgoing calls still fail or disconnect unexpectedly.
• Account status or call-flow settings are unclear.
• Call logs show an unknown or confusing disconnect reason.
• The Dialer App or WebCall keeps malfunctioning despite device and network checks.
• A routing path or telecom service appears to be out of service.

Please include the Service Number or BAN, call direction, calling method, approximate time of the affected calls, and recent Call UID(s). Support will review the account, escalate to Technical Support if needed, and coordinate any route-level investigation.

Important Reminders

Effective troubleshooting always starts by confirming the account, call direction, calling method, and the precise moment the call fails. A single missed call can stem from many different causes: never reaching the user, reaching but remaining unanswered, or disconnecting mid-flow. Thoroughly reviewing the call flow and the detailed call log is the fastest way to choose the right next step.

Keywords

troubleshoot calls, calls not picked up, incoming call failure, outgoing call failure, MyOperator Dialer App, WebCall issues, IVR routing, user availability, call logs, support@myoperator.co