⚡Quick answer -

If your IVR is playing correctly but calls are not getting forwarded to users or departments, it usually indicates a call flow routing or configuration issue. Below are all possible scenarios, log indicators, and resolutions to help you identify and fix the problem quickly.

1 - Verify IVR Menu Routing

Description: Each IVR menu option (like “Press 1 for Sales,” “Press 2 for Support”) must be linked to a specific department, user, or action. If any option has no routing set up, the call will end after the IVR prompt.

• Go to Call → Design Callflow → View and Edit → IVR Menu.

• Check each key (1–9, 0, *) and ensure it is linked to a department or user.
• Save and Publish the updated call flow.

• Make a test call to confirm routing behavior.

2 - Department Exists but Has No Active Users

Description: If a department is assigned but contains no users, or all users have turned off their Call Availability, the system has no one to transfer the call to.

• Go to Manage → Departments.

• Add active users to the department.

• Ask users to ensure their availability toggle is ON in the panel or mobile app.
• Save and test again.

3 - User Numbers Not Verified or Incorrect

Description: If a user’s mobile number is invalid, inactive, or not verified, IVR transfer will fail silently.

• Go to Manage → Users → Edit User Profile.

• Confirm that:
• The user’s number is valid and reachable.
• The number is verified in MyOperator.
• No country code or spacing errors exist (e.g., avoid “+91 98765 43210”).

4 - Routing Method Misconfiguration

Description: If the call routing method (Sequential / Balanced/Simultaneous) is incorrectly configured or not saved properly, calls may fail to reach users.

• Go to Manage→ Edit Department→ Department Setting for Callflow.

• Verify:
• Correct routing method is selected.
• Ringing time is adequate (recommended: 25 seconds).
• All users intended to receive calls are assigned correctly.
• Save changes

5 - DND / Mobile Network Issues

Description: Even if routing is correct, if the user’s mobile number is on Do Not Disturb (DND) or has network instability, call transfers can fail.

• Ask the user to:
• Ensure their mobile is active and has a network signal.
• Disable call-blocking or DND mode.
• Keep “Call Availability” ON during business hours.
• Test by calling the same number directly from a phone to confirm reachability.

6 - Advanced Troubleshooting (Using Call Logs)

How to Check:

1. Open Logs → Select the Call → Click “Detail Log.”

2. Look for:
• “No routing configured” → IVR key not mapped
• “Reached end of call flow” → No fallback path
• “Not reachable/CHANUNAVAIL” → Network issue

If Unclear: Share the Call UID and the detail log screenshot with your Account Manager or support@myoperator.co for technical review.

7 - Best Practices to Avoid Forwarding Failures

✅ Always test IVR options after making changes.

✅ Assign at least one active user per department.

✅ Maintain updated and verified user contact numbers.

✅ Set up fallback routing for unanswered calls.

✅ Avoid overlapping time schedules between call flows.

In summary:

If your IVR plays but doesn’t forward calls to users, the issue is most likely due to missing routing configuration, inactive users, or invalid numbers. Review your call flow design, department setup, and call logs to ensure every IVR option successfully leads to an active, reachable user.