Applies to: Inbound calls to your MyOperator service number where callers hear “not reachable / switched off / number does not exist” instead of your IVR or ringing.

Goal: Pinpoint whether the failure is before MyOperator (carrier/number status) or during transfer to users, and restore normal call flow.
Time needed: 10–15 minutes.
You’ll need: Access to Manage → Numbers, Design Call Flow, Call Logs, and Payments/Billing.

Prerequisites & definitions

• Have 2–3 recent failed call times (IST) ready for testing.
• Test from at least two caller networks (e.g., Jio + Airtel).
• Call reached MyOperator = the attempt appears in Call Logs.
• Route = upstream carrier path used to deliver calls to your service number.
• PSTN = normal mobile/landline network (not the MyOperator app/web).

Step 1: Did the call reach MyOperator? (use Call Logs)

1. Place a test call to your service number.
2. Open Dashboard → Call Logs:
• No entry appears within ~1–2 minutes → the call likely never hit MyOperator (upstream/number status issue).
• An entry appears or IVR is heard → MyOperator received the call; any failure is likely during transfer to users.

Step 2: If no Call Log entry (failure before IVR)

1. Manage → Numbers → <Your service number>
• Status is Active and mapped to the correct Live Call Flow.
2. Payments/Billing: confirm the account isn’t suspended for unpaid dues/credit limit.
3. New/ported number? Allow for operator propagation; partial reachability on some carriers can occur briefly after activation/porting.
4. If you forward from a personal number to the service number, dial the service number directly to rule out a faulty forwarding chain.
5. Retest from two caller networks/regions.

If calls still don’t show in Call Logs and callers hear “not reachable,” it’s likely an upstream carrier/number status issue.

Step 3: If there is a Call Log / IVR plays but failure happens later

This points to the receiving leg (routing to users).

• Design Call Flow → IVR/Menu: digits map to the intended Department/User.
• Manage → Departments → <Department> (Show Settings):
• Ring strategy (All/Sequential/Round-robin) and ring time ≥ 20s.
• Overflow set (backup/voicemail) if nobody answers.
• Users (recipients):
• If forwarding to mobiles (PSTN): phones powered on, not on DND, good signal, and no aggressive spam filters blocking your business number; try a second handset/SIM.
• If ringing MyOperator app/web: user logged in & Available; microphone/notifications allowed; stable network (try hotspot vs office Wi-Fi).

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

• If the issue appears only on a specific carrier/region, note the pattern.
• Try a route change to isolate upstream path quality:
1. Design Call Flow → Advanced Settings → Route Settings
2. Switch/Change Route → Save
3. Place two fresh tests from different networks and compare.

Success criteria

• Calls to your service number consistently reach IVR (entries visible in Call Logs).
• During transfer, callers hear ringing and users’ devices actually ring.
• Tests succeed from at least two different caller networks.

Contact us — include these details

When you contact your Account Manager or support@myoperator.co, please share:

• 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 and whether Call Logs show the attempts.
• Caller networks/regions tested (e.g., Jio, Airtel, VI) and outcomes.
• Any recent changes: number mapping, payments/activation, route switched, department/user edits.
• If after transfer: the target user/department, device type (mobile vs app/web), and their availability at that time.

Troubleshooting & edge cases

• Only one operator fails: Keep results noted; continue tests after a route switch.
• Recently purchased/ported number: Limited reachability can occur during activation/propagation.
• App/web works, mobiles fail (or vice-versa): Focus on the failing path (permissions/network vs PSTN device/DND).
• Changed flow but no effect: Ensure the edited flow is Published/Live and the number maps to it.