Applies to: Admins/Owners, IT/Ops
Outcome: Identify whether the drop happens before MyOperator (forwarding/carrier) or inside MyOperator (routing/plan/KYC), fix it, and verify.

Quick decision tree

• Do you use call forwarding from a personal/office line to a MyOperator number?
• Yes → Go to Scenario A (Forwarding).
• No → Your callers dial a MyOperator-provided DID/toll-free → Go to Scenario B (Direct DID).

Scenario A — You forward calls from a personal number

Likely causes

• Forwarding to the wrong destination number.
• Forwarding profile corrupted after SIM/device/plan change.
• Conditional forwarding (busy/no-answer) not firing; network rejects.

Fix steps

1. Remove forwarding on the device/landline.
• Mobile: Phone app → Settings → Calling accounts → Call forwarding → Turn Off for all conditions.
2. Add unconditional forwarding to your MyOperator virtual/service number (most reliable).
• Mobile path as above → Always forward → +91…(your MyOperator number).
• Carrier codes (example only; vary by operator):
• Activate: **21*<MyOperatorNumber>#
• Deactivate: ##21#
  (Confirm exact codes with your carrier.)
3. Restart the phone/desk line to refresh network registration.
4. Test by calling your personal number from another phone.

Expected result: Within 2–3 seconds the IVR/audio from MyOperator plays.

If still failing: Dial the MyOperator number directly.

• Direct dial works: Forwarding/carrier issue → contact your telco.
• Direct dial also fails: Go to Scenario B.

Scenario B — You use a MyOperator-provided DID/toll-free

Likely causes

• Plan expired/suspended or KYC incomplete.
• DID not mapped (unassigned in callflow) or IVR unpublished/deactivated.
• Porting/telecom route transition in progress.
• Callflow misconfiguration (e.g., early Hangup node).

Fix steps

1. Verify number status & mapping
• Dashboard → Manage → DIDs → Status Active?
• Manage → Design Callflow → Your DID is assigned to the expected IVR/department.
2. Check IVR/callflow is live
• In designer, confirm there’s no early Hangup and the flow Publishes without errors.
3. Account health
• Billing / Business Plan → Feature details → Not expired/suspended.
• KYC completed/approved (if applicable for your region).
4. Run two test calls
• From two different carriers (e.g., Jio & Airtel) to rule out upstream route issues.

Expected result: IVR/announcement plays and the call proceeds to routing.

Verify where the call died (fast checks)

• Calls → Logs
• No entry: Call likely never reached MyOperator (forwarding/carrier/DID route issue).
• Entry with very short duration and no IVR step: Check callflow for misroutes or early hangup.
• Status/Incidents (if available): Confirm there is no platform-wide inbound or DID outage for your region.

Common edge cases & fixes

• Sticky or Priority routing to an offline agent: Balanced routing recommended; ensure agent Call Availability = ON.
• Geo/Time rules blocking: Weekend/holiday or after-office IVR might route to Hangup; update schedules.
• Recently changed forwarding SIM/plan: Re-add forwarding; some carriers reset settings on plan changes.
• Toll-free carrier restrictions: Try from two carriers; escalate with sample calls (below).

Escalation (copy-paste email)

To: support@myoperator.co
Subject: Inbound disconnects instantly — no ring/IVR — [Account/Company]
Body:

• Affected MyOperator number (DID/toll-free): [ +91… ]
• Are you using forwarding? [Yes/No] (If yes, source number & carrier: [ ])
• Exact behavior: [e.g., call drops at 1s, no tone]
• Sample calls (IST): [dd-mm-yyyy hh:mm] from [Carrier1], [Carrier2]
• What we already checked: [forwarding reset / DID Active / callflow published / plan & KYC OK]
• Screenshots/logs: [attach Calls → Logs if any]