Applies to: Incoming calls to a MyOperator service/business number where a caller presses a menu option (e.g., 1 for Sales) but the call doesn’t reach the mapped department.

Goal: Restore correct IVR → Department routing and collect the right data if escalation is needed.
Time needed: 10–20 minutes.
You’ll need: MyOperator admin/editor access.

Prerequisites

• Role/Access: Ability to edit Design Call Flow and Departments.
• Test data: 2–3 calls you can place from different networks (e.g., Jio/Airtel).
• Recent failures: 2 examples from the last 6 hours (time, caller number).

Terminology
DTMF: The keypad tones when the caller presses 1/2/3 etc.
Department: A group/queue of agents (e.g., Sales, Support).
Call Flow: Your IVR configuration and routing logic.

Step 1: Confirm the symptom

1. Call your business number → follow the IVR → press the intended option.
2. Note what happens (no transfer, wrong department, voicemail, call ends, keeps ringing).
3. Open Dashboard → Call Logs and confirm the keypress captured and the destination.

Step 2: Verify the number is mapped to the correct Live Call Flow

1. Go to Manage → Numbers.
2. Select your business/service number.
3. Confirm Call Flow mapping = intended Live Call Flow.

Number → Call Flow mapping — Alt text: “Number settings showing mapped Live Call Flow.” Caption: The number must point to the correct flow.]

Step 3: Check the IVR menu configuration & DTMF options

1. Open Design Call Flow → Edit (Live).
2. In the IVR/Menu block, confirm:
• Single-level IVR enabled (if you use department options).
• Each digit (0–9) you announce is actually configured.
• Each option’s destination = Department (not “None” or wrong node).
3. If you changed audio prompts, make sure the prompt matches available digits (don’t ask for “press 4” if 4 isn’t set).
4. Ensure No-input and Invalid-input behaviors are set (e.g., repeat menu, send to operator/voicemail).

Step 4: Validate department settings (agents, ring strategy, timeouts, fallback)

Open Departments → <Department name> and verify:

Agents & availability

• At least one active agent is assigned.
• Agents are Available (not DND/offline/paused).
• Agent devices/apps receive calls (mobile/web dialer permissions OK).

Ring strategy & timing

• Ring strategy (All/Sequential/Round-Robin) is appropriate.
• Ring timeout (e.g., 20–30s) gives agents time to answer.
• Max queue size / concurrency / wrap-up don’t block new calls.

Fallbacks

• Set Overflow/Backup department or Voicemail if no answer.
• Ensure the voicemail inbox or destination is valid.

Step 5: Review business hours, holidays & time-based routing

1. Open Design Call Flow → Time-based Routing (or Working Hours/Holidays).
2. Confirm correct working hours and holiday calendars for each department path.
3. Ensure off-hours route goes to the intended after-hours flow/voicemail, not back to the IVR or a dead end.

Step 6: Save/Publish and run an end-to-end test

1. Save/Publish your changes (ensure the edited flow is Live).
2. Place test calls from two networks and press each configured option.
3. Verify the call lands in the correct department within a few seconds and agents’ phones/devices ring.

Troubleshooting & edge cases

• Caller presses an unconfigured digit: Set Invalid-input behavior and update the prompt.
• Transfers work in hours, fail after hours: Fix time-based routing or the after-hours destination.
• Rings but no agent receives it: Check agent availability/DND, wrap-up, and queue limits.
• Wrong department receives calls: Recheck digit mapping and number → flow mapping.
• Menu prompt too long/DTMF ignored: Keep prompts concise; ensure the menu accepts input during/after the prompt per your flow settings.
• Changed flow but no effect: Confirm you Published/Set Live and you’re testing the correct number.