What should I do if calls are not landing on customer’s number?

What should I do if calls are not landing on customer’s number?

Applies to: Admins, Team Leads, Agents (Dialer / Click-to-Call)
Outcome: Isolate whether the failure is at the customer side, carrier route, or configuration (CLI/callflow), fix it, and confirm it’s working.

Prerequisites

  • Have the customer number, the time of attempt (IST), and the Call ID / UID from Calls → Logs.
  • Know your outbound caller ID (CLI) / DID in use.
  • A second SIM/network for cross-carrier testing.

Step-by-step (do these in order)

  1. Sanity check the number
    • Call the same customer from a regular mobile.
    • If not reachable from a mobile either, it’s a customer-side or area-network issue.
  2. Check the call log details
    • Go to Calls → Logs → (search by customer number/time)
    • Note the status (e.g., Ringing, Failed, No answer, Busy) and any reason text/code if shown.
  3. Verify your caller ID (CLI) configuration
    • Calls → Outgoing → Caller ID Policy → confirm the DID/CLI assigned to your user/team is active and valid.
    • If available, test with an alternate CLI/DID to rule out number-specific blocks.
  4. Cross-carrier test
    • Place the same call using two different carriers (e.g., Airtel & Jio).
    • If one works and the other doesn’t, it’s likely a route/carrier issue.
  5. Ask the customer to check local settings
    • Ensure your CLI isn’t blocked, DND/Focus modes aren’t auto-rejecting, and spam apps (e.g., caller ID apps) haven’t marked your number as spam.
    • Ask them to save your number and try again.
  6. Agent leg vs customer leg (for Click-to-Call/bridging)
    • Confirm the agent leg connects first. If the agent leg fails, fix agent network/permissions.
    • If the agent leg connects but customer leg fails, focus on CLI/route/customer checks above.
  7. Retry with a short matrix
    • Different CLI → Different carrier → Different time (off-peak) → observe results in Logs.

Expected result: Calls begin to land; Logs show Answered/Ringing, and the customer’s handset displays your CLI/DID.

Quick troubleshooting matrix

Symptom

Likely cause

What to try

Immediate Failed in Logs

Route/carrier or invalid CLI

Try alternate CLI/DID and a second carrier; confirm CLI is active

Rings once then drops

Callee rejects / spam app blocks

Ask customer to save number, remove block/spam tag

No answer consistently, many numbers

CLI flagged or route congestion

Rotate CLI, try off-peak, test cross-carrier

Agent leg fails (bridging)

Agent network/permissions

Check app/Phone permissions, stable data/voice; retry

Only one carrier fails

Carrier-specific issue

Use other carrier now; include failing carrier in report

Works from personal mobile but not platform

Policy/config mismatch

Recheck Caller ID Policy, outbound feature status, and edition/plan inclusions

What to include when you contact support (copy-paste)

To: support@myoperator.co
Subject: Outbound calls not landing — [Account/Company]
Body:

  • Customer number(s): [ +91… ]
  • Time(s) attempted (IST): [ ]
  • Call ID / UID from Logs: [ ]
  • Status/reason seen in Logs: [Failed/No answer/Busy + any code/text]
  • Caller ID (CLI/DID) used: [ +91… ] (tried alternate? Yes/No)
  • Cross-carrier test results: [Carrier A works / Carrier B fails]
  • Customer checks done: [Saved number / unblocked / no spam app]
  • Agent leg behavior (if Click-to-Call): [Connected/Failed]
  • Screenshots/logs attached: [Yes/No]