Quick answer -

Dead-air issues almost always point to one of three places:

1. Your telecom carrier leg (network or route),
2. The caller/agent’s local device or app, or
3. A mis-mapped IVR or Call Flow.

Walk through the five checks below to isolate the failing path and restore clear, two-way audio.

When should I use this guide?

Use these steps if an incoming call to your MyOperator business number is silent at the IVR or after it connects to an agent—whether only one side can hear (one-way) or neither side can hear (no-way).

Prerequisites & key terms

Glossary:

• One-way audio – only one party hears the other.

• No-way audio – both parties hear nothing.

• PSTN – normal mobile/landline path (not VoIP app).

• Route – upstream carrier path MyOperator uses.

Step 1 – Locate where the audio stops

1. Go to Dashboard › Call Logs, open the affected call, and play the recording.
2. Silence on the recording → likely a network/carrier issue.
3. Recording sounds normal → likely a device/app or local network issue.
4. Note the exact stage (IVR vs. after transfer) where silence begins.

Step 2 – Caller can’t hear IVR/agent

A. IVR & number mapping

• Manage › Numbers: confirm the number maps to the correct Live Call Flow.

• Design Call Flow › IVR/Menu: verify prompts play and DTMF options route correctly.

B. Telecom/operator checks

• Ask the caller to retry from a second mobile network; if only one operator fails, record that fact.

• If you forward from a personal number to the service number, dial the service number directly to rule out personal-side forwarding issues.

• If the pattern is network-specific, jump to Step 5.

Step 3 – The Agent can’t hear the caller

Agent answers on mobile/landline (PSTN)

• Turn volume up; ensure Mute is off.

• Disconnect Bluetooth/earbuds; try the handset speaker or a wired headset.

• Toggle VoLTE & Wi-Fi Calling off once; ensure strong signal.

• Temporarily disable spam-blocking apps.

Agent answers via MyOperator app/web (VoIP)

• Grant microphone permission; choose the correct input/output device.

• Close apps that hold the mic (Meet, Teams, Zoom).

• Switch networks (office Wi-Fi ↔ mobile hotspot); corporate firewalls/VPNs can block audio (RTP).

Step 4 – Neither side hears audio (no-way)

• If silence starts after a transfer, capture Call IDs for both legs.

• Manage › Departments › <Dept> › Settings: ensure ring time ≥ 20 s and overflow is valid.

• For browser/app calls: try another browser, allow autoplay/sound, disable media-blocking extensions, and keep the tab active.

Step 5 – Switch the telecom route (diagnostic)

Audio quality can vary by carrier route.

1. Design Call Flow › Advanced Settings › Route Settings
2. Click Switch/Change Route, choose an alternate route, Save, then Publish.
3. Make two new test calls from different mobile networks and compare the audio.

Success checklist

✓ A 60–120 s test call has clear two-way audio.

✓ The recording of that call sounds normal.

✓ Results are consistent on two different caller networks.

When does this guide NOT help?

This article addresses incoming IVR and transfer audio problems. For outbound Click-to-Call or dial-out silence, use the outbound audio troubleshooting guide

What to send Support

Email support@myoperator.com (or your Account Manager) with:

• Service number and stage of silence (IVR or after transfer).

• 2–3 Call IDs & timestamps (IST) from the last 6 h.

• Who can’t hear whom (caller vs. agent) and when it occurs.

• Agent answer mode (mobile/landline vs. app/web), device model, and network.

• Whether a route switch changed behaviour.

• Whether the call recording contains the silence.

Keywords: IVR silence, one-way audio, no-way audio, dead air, MyOperator call troubleshooting