Applies to: Inbound IVR and forwarded calls to your MyOperator number where audio drops to silence at the start, mid-call, or end.

Goal: Restore clear two-way audio and pinpoint whether the issue is device/app, network, or carrier route.
Time needed: 10–15 minutes.
You’ll need: Access to Design Call Flow → Advanced Settings, Route Settings, and Call Logs/Recordings.

Prerequisites & definitions

• Have 2–3 recent calls (within 6 hours) where mute occurred, with time (IST) and Call IDs from Call Logs.
• Muted vs one-way audio:
• Muted: audio drops to silence unexpectedly (both or one side).
• One-way audio: only one party can hear (see related articles below).

Route = the upstream telecom carrier path for your service number.
PSTN = normal mobile/landline network (not app/web VoIP).

Step 1: Pin down the symptom with 2–3 examples

• When does it mute? Start / during conversation / near wrap-up.
• Who loses audio? Agent only / caller only / both.
• Pattern: Only on certain networks/regions, departments, or devices?
• In Call Logs → Call Detail, play the recording: if the silence is present in the recording, it’s likely network/carrier-side; if the recording sounds fine, it’s likely the local device/audio path.

Step 2: If the user answers on mobile/landline (PSTN)

• Phone & audio path
• Raise call volume; confirm mute isn’t toggled.
• Disconnect Bluetooth/earbuds; test on handset speaker and a wired headset.
• Network & device settings
• Ensure signal strength is good; move away from low-coverage spots.
• Toggle VoLTE/Wi-Fi Calling off once and retest.
• Disable third-party spam/call-filtering apps temporarily.
• On dual-SIM, use the intended SIM for voice; avoid data-only SIMs for calling.
• Department routing
• Manage → Departments → <Department> (Show Settings): ring time ≥20s, ring strategy (All/Sequential/Round-robin), and overflow configured.
• If calls mute exactly on transfer, note both legs’ Call IDs.

Step 3: If the user answers via MyOperator app/web dialer (VoIP)

• Permissions & device selection
• Allow microphone & notifications for the app/site; pick the correct mic/speaker in settings.
• Close other apps that seize audio (Meet/Teams/Zoom/softphones).
• Network quality
• Switch between office Wi-Fi ↔ mobile hotspot (corporate firewalls/VPNs can disrupt RTP).
• Keep the browser tab active; avoid backgrounding the app mid-call.
• Browser & OS
• Try another browser; disable media-blocking extensions; allow autoplay/sound.
• Ensure OS battery optimization isn’t throttling the app (especially on Android OEMs).

Step 4: Caller-side quick check

Ask the caller (or test from a second phone):

• Call from a different network (e.g., switch Jio/Airtel/VI).
• If on VoWiFi, try once with VoWiFi off.
• Remove headsets and speak on handset speaker for comparison.

Step 5: Switch the telecom route (diagnostic)

Route quality can vary by operator/region.

1. Design Call Flow → Advanced Settings → Route Settings
2. Click Switch/Change Route and Save
3. Place two fresh test calls from different networks; compare audio continuity

Confirm it’s fixed (success criteria)

• You can complete a 60–120 second call without unexpected silence.
• Both sides remain audible after transfers and towards call end.
• The recording sounds normal on all applicable legs.
• Results are consistent across two caller networks.

If you contact us, include this information

Sharing complete context speeds up resolution:

• Service number, department/user involved, and 2–3 IST timestamps.
• Whether the mute is one-sided or both-sided, and when it occurs (start/mid/end).
• How the user answers (PSTN mobile/landline vs app/web), device model, and network used.
• Whether the recording contains the silence and whether route switch changed anything.
• Any recent changes: department routing, user device, browser/app updates.

Troubleshooting & edge cases

• Only after transfer/conference: Capture both legs’ Call IDs; verify device/audio path after transfer.
• Happens at peak hours only: May indicate network congestion—note the time window.
• Recording clean but live call muted: Local audio path (Bluetooth, mic permission, or app throttling).
• Only one operator/region affected: Likely upstream path—keep route switched and share the pattern.
• Screen locks mid-call (mobile): Proximity/lock can force headset routing; keep handset active during tests.