What should I do if I/my users are not able to hear the callers voice on IVR calls on my MyOperator business number/service number?

What should I do if I/my users are not able to hear the callers voice on IVR calls on my MyOperator business number/service number?

Applies to: Inbound IVR calls on a MyOperator service number where the agent cannot hear the caller, but the caller hears ringing/IVR/agent.

Goal: Restore two-way audio and collect the right data for fast escalation.
Time needed: 10–15 minutes.

Prerequisites

  • 2–3 recent failed call examples within the last 6 hours (timestamp, caller number).
  • MyOperator login with permission to edit Design Call Flow → Advanced Settings.
  • If agents use the MyOperator web dialer or mobile app, have a headset/earpiece ready for A/B tests.
Terminology
One-way audio = only one party hears the other.
Reverse one-way audio = agent can’t hear caller.
PRI = Primary Rate Interface (fixed line).
Route = Telecom carrier path MyOperator uses to connect the call.

Step 1: Confirm where audio is missing

  1. Place two test calls to your business number from different networks (e.g., Jio and Airtel).
  2. Note what you hear:
    • Caller hears agent/IVR? Yes
    • Agent hears caller? No (this article)
  3. Record time, caller number, network type (Mobile/PRI).

Step 2: Rule out agent device/app issues

If the agent answers on a mobile/PRI phone

  • Ensure volume up and not on mute; try speakerphone.
  • If Dual-SIM, set the correct SIM for voice; briefly disable Wi-Fi Calling/VoLTE and retry.
  • Disconnect Bluetooth/earbuds; test on handset speaker.

If the agent answers via MyOperator web/app (softphone)

  • Check output device: select the right speaker/headset in the app/OS.
  • Ensure the tab/system sound isn’t muted; close other softphones/meeting apps.
  • Switch network (Wi-Fi ↔ mobile hotspot) and retest; corporate firewalls can block RTP.

Step 3: Check caller/network patterns

  • Is it only one operator (e.g., only Jio callers) or a region?
  • Are PRI landline callers affected while mobiles are fine (or vice-versa)?
    Documenting patterns speeds up routing fixes and escalations.

Step 4: Switch the telecom route in MyOperator

Change the carrier path to isolate operator-specific issues.

  1. Login to MyOperator.
  2. Go to Design Call Flow → Advanced Settings → Route Settings.
  3. Click Switch to change the route.
  4. Save and proceed to Step 5.

Step 5: Verify success

Make two test calls (different networks) and confirm:

  • Agent hears caller within 3–5 seconds of answer.
  • No long silence or unexpected call drops.

Troubleshooting & edge cases

  • Intermittent only at peak hours: Likely congestion; include the time window.
  • Works on mobiles, fails on PRI: Share PRI carrier name; provide two fresh examples.
  • Corporate Wi-Fi/VPN: Test on a mobile hotspot—some networks block RTP/VoIP.
  • Headset DSP quirks: Test on laptop speakers/handset to rule out accessory issues.
  • Compliance: Mask last 4 digits when sharing caller numbers externally.