What is "call status: Not reachable" in MyOperator, and how do I solve this?

What is "call status: Not reachable" in MyOperator, and how do I solve this?

⚡Quick answer -

Not reachable” means the system tried to connect the call (to an agent or customer), but the mobile/phone network couldn’t complete the call—typically because the phone was switched off, out of coverage, or temporarily unavailable. Start by checking power, signal, DND/blocked calls, and number format, then retry or review logs for patterns.

Who this is for

Agents, supervisors, and admins who see Call Status: Not reachable in Call Logs and need to understand the cause and fix it quickly.

Definition

Not reachable indicates that the network could not complete the call to the recipient’s device. The device might be switched off, out of network, or temporarily unavailable at that moment.

Common reasons

Cause

What it means

What to try

📴 Phone switched off

The recipient’s phone was off when you called.

Ask them to power on and retry.

📡 Out of coverage

No signal or unstable network (e.g., basement, remote area).

Move to better coverage; retry later.

🔕 DND / call‑blocking apps

Device settings or third‑party apps silently reject calls.

Turn off DND; disable call blockers.

🪪 SIM dislodged / inactive

SIM not seated or temporarily disabled.

Reseat SIM; check with the carrier.

📶 Temporary telecom outage

Local network downtime or congestion.

Wait and retry; try the alternate route.

☎️ Wrong number format

Country code or digits incorrect.

Correct the number format and save.

Quick fixes (for the person you’re calling)

  1. Turn the phone on and ensure signal bars are visible.
  2. Toggle Aeroplane Mode on, then off, to refresh the connection.
  3. Disable Do Not Disturb and call‑blocking apps temporarily.
  4. Move to an area with better coverage, then retry.
  5. Restart the phone if the problem persists.

Step‑by‑step: Troubleshoot as an admin

  1. Verify the number format in your CRM or contact list. Include the country code and remove spaces/special characters.
    • Example: +{country_code}{number} (e.g., +911234567890).
  2. Retry at a different time to rule out temporary outages or low coverage periods.
  3. Check device settings with the recipient: ensure DND is off and call‑blocking apps are disabled.
  4. Ask the recipient to reseat/verify the SIM and confirm their network provider is operational.
  5. Compare multiple attempts in Call Logs to spot patterns by time, location, or provider.
  6. If many recipients show Not reachable, suspect a telecom‑level issue and try an alternate route if available.

Expected result -
After these checks, subsequent calls connect, or you can confidently attribute the issue to coverage/outage and plan a follow‑up.

What success looks like

  • The connection rate improves after implementing quick checks and retries.
  • Agents can explain outcomes to customers (e.g., “Your phone was off; please keep it on for our callback”).
  • You can report patterns and mitigation steps with filtered/exported logs.

Troubleshooting & edge cases

Always unreachable for one recipient
• Confirm the number is correct and formats to +{country_code}{number}.
• Ask the recipient to test outbound calls and SMS to verify their line works.

Many recipients unreachable
• Check for local outages. Retry after 15–30 minutes or try an alternate route.

On‑net DND hours
• Some recipients enable DND during nights. Ask for a preferred callback window.

Number portability / recent SIM change
• Coverage may be inconsistent for a short time after carrier changes.

CRM shows old numbers
• Replace stale numbers. Mark invalid numbers to stop future attempts.

Still stuck?
• Contact Support with a call log screenshot, time range, affected numbers, and the network provider if known.