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

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

Applies to: Inbound IVR calls on MyOperator service numbers where the caller hears ringing/IVR but cannot hear the agent’s voice.

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

Prerequisites

  • 2–3 recent failed call examples within the last 6 hours (timestamp, caller number).
  • Your MyOperator login with permission to edit Design Call Flow → Advanced Settings.
  • If agents use the MyOperator mobile app or web dialer, ensure microphone permissions are allowed.
Terminology
One-way audio = caller can’t hear agent (or vice-versa).
PRI = Primary Rate Interface (fixed line).
Route = telecom path/carrier MyOperator uses to connect calls.

Step 1: Confirm where audio is missing

  1. Place a test call to your business number from two different networks (e.g., Jio and Airtel).
  2. Note which party lacks audio:
    • Caller can’t hear agent? (This article)
    • Agent can’t hear caller? (See related article below.)
  3. Record the time, caller number, and network type (Mobile/PRI).

Step 2: Rule out device/app issues (agent side)

Perform these quick checks on the agent’s phone/device receiving the IVR transfer.

If agent answers on a mobile/PRI phone:

  • Ensure the call is not on mute and volume is up.
  • If Dual-SIM, set the correct SIM for voice calls; disable Wi-Fi calling temporarily.
  • Toggle VoLTE/Wi-Fi Calling off, retry the test call.
  • If using a Bluetooth headset, disconnect and test on handset speaker.

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

  • In browser/app settings, allow microphone for MyOperator.
  • Close other apps using the mic (Meet/Teams/Zoom).
  • Switch network (Wi-Fi ↔ mobile hotspot) and retry.

Step 3: Check network/source patterns (caller side)

  • Is the problem limited to a specific operator (e.g., only Jio callers) or region?
  • Are calls from PRI landlines affected but mobiles are fine (or vice-versa)?
    Document the pattern—this is crucial for route decisions and faster escalation.

Step 4: Switch the telecom route in MyOperator

This isolates operator-specific issues by changing the underlying carrier path.

  1. Login to your MyOperator panel.
  2. Go to Design Call Flow → Advanced Settings → Route Settings.
  3. Click Switch to change the route.
  4. Save.

Step 5: Verify success

Immediately place two test calls (different networks) and confirm:

  • Caller can now hear the agent within 3–5 seconds of answer.
  • No unexpected call drops or long silence.

Step 6: Escalate with a complete report

If the issue persists after Step 4–5, contact your Account Manager or email support@myoperator.co

Troubleshooting & edge cases

  • Intermittent only at peak hours: Likely congestion; include time window in your report.
  • Works on mobiles, fails on PRI landlines: Mention PRI carrier; keep two new examples.
  • Agent on VoWiFi only: Disable Wi-Fi Calling and retry; some routers block RTP ports.
  • Dual-SIM flip-flop: Lock default voice SIM before testing.
  • Headset DSP issues: Test on handset speaker to rule out headset audio path.
  • Compliance: Mask last 4 digits if sharing caller numbers externally.