Applies to: Inbound calls to your MyOperator business/service number where callers get an operator message like “the number is switched off / not reachable” instead of your IVR or ringing.

Goal: Determine whether the issue is outside MyOperator (telecom/number status) or inside your setup (routing to users’ mobiles), and restore normal call flow.
Time needed: 10–15 minutes.
You’ll need: Access to Manage → Numbers, Design Call Flow, and Call Logs.

Prerequisites

• Test from 2 different networks (e.g., Jio + Airtel).
• Have 2–3 recent failed call times (IST) ready.
• Confirm who hears the message: caller only, or both caller and user.

Terminology
Call reaches MyOperator = you see it in Call Logs.
Route = the upstream carrier path used for your service number.
PSTN = normal mobile/landline network (not app/web VoIP).

Step 1: Use Call Logs to locate where the call fails

1. Place a test call to your business number.
2. Check Dashboard → Call Logs:
• No entry appears within ~1–2 minutes → the call likely never hit MyOperator (upstream/number status).
• An entry appears (you may also hear IVR) but the message plays when it tries a user → likely the user’s mobile/receiving leg is off/unreachable.

Step 2: If the call never reaches MyOperator (no Call Log entry)

1. Manage → Numbers → <Your service number>
• Verify the number is Active and correctly mapped to your Live Call Flow.
2. Confirm the number has no billing/activation hold in your account.
3. If you forward calls from a personal number to the service number, dial the service number directly to rule out a faulty personal-number forwarding chain.
4. Retest from two networks.

If still “switched off / not reachable” with no Call Log entry, it is likely an upstream operator issue or a number status problem. Proceed to the contact section with the requested details.

Step 3: If the call reaches IVR but fails when routing to users

This usually means the recipient device is off/unreachable, or the path to it is blocked.

Check department/user routing

• Design Call Flow → IVR/Menu: Ensure options map to the intended Department/User.
• Manage → Departments → <Dept> (Show Settings):
• Ring strategy (All/Sequential/Round-robin) and ring time ≥ 20s.
• Overflow (backup/voicemail) set if nobody answers.
• Users (recipients):
• If calls forward to mobiles (PSTN): phone powered on, not on DND, signal OK, call barring/spam filters not blocking your business number; try a different handset/SIM briefly.
• If calls ring the MyOperator app/web dialer: user logged in & Available; app has mic/notifications allowed; stable network (try hotspot vs Wi-Fi).

Step 4: Multi-network test & route switch (diagnostic)

• Test from two caller networks/regions. If only one operator shows the problem, note the pattern.
• Switch the telecom route:
1. Design Call Flow → Advanced Settings → Route Settings
2. Click Switch/Change Route and Save
3. Place two fresh test calls and compare results

Success criteria

• Calls to your business number consistently reach IVR (you see entries in Call Logs).
• When transferring to users, callers hear normal ringing and users’ devices actually ring.
• Tests succeed from at least two different networks.

If you contact us, include this information

Sharing complete context speeds up resolution:

• Your service number and whether the message occurs before IVR or after IVR (during user transfer).
• 2–3 recent times (IST) when the message was heard; note whether Call Logs show the call.
• Caller network(s) tried (e.g., Jio/Airtel/VI) and results.
• Any recent changes: number mapping, route switched, department/user edits, payments/activation updates.
• If the issue appears after transfer, specify the target user(s) and whether their device/app was reachable at the time.

Troubleshooting & edge cases

• Only one carrier shows the problem: Keep using the alternate carrier for testing and note the pattern in your message to us.
• Newly purchased/ported number: Activation on all networks can take time; a temporary “not reachable” on one operator is possible.
• App/web dialer works, mobiles fail: Likely PSTN/device issue (DND, signal, spam filter).
• Mobiles ring, app/web fails: Check login, availability, mic/notification permissions, and network/firewall.
• Changed flow but no effect: Ensure your edited flow is Published/Live and your number maps to it.