What should I do if my users are not receiving calls from my MyOperator business number/service number, when logs are showing that those calls as missed by users?

What should I do if my users are not receiving calls from my MyOperator business number/service number, when logs are showing that those calls as missed by users?

Applies to: Inbound calls to your MyOperator business/service number where Call Logs show “Missed by user/department” but the intended user/agent did not receive any ring.

Goal: Make calls actually ring the right users, and collect the right evidence for fast escalation.
Time needed: 10–20 minutes.
You’ll need: Access to Design Call Flow, Departments/Users, and Call Logs.

Prerequisites

  • Access level: Can edit Design Call Flow and Departments/Users.
  • Examples: 2–3 recent affected calls (within last 6 hours) with Call IDs.
  • Test phones: One on each of two mobile networks (e.g., Jio + Airtel) for A/B tests.
Terminology
Ring strategy: How a department offers calls (All/Sequential/Round-Robin).
Sticky Agent: Preferentially routes returning callers to the last agent.
Wrap-up/Cooldown: Time after a call where an agent won’t receive new calls.
Concurrency/Queue size: Limits that can block new offers.

Step 1: Confirm the symptom with 2–3 examples

  1. Open Dashboard → Call Logs and open the Call Detail for the missed entries.
  2. Note Date/Time (IST), Department/User shown, Call ID, and any transfer/overflow legs.
  3. Place a test call from two networks; confirm whether any user’s device rings.

Step 2: Verify number → Live Call Flow mapping

  1. Go to Manage → Numbers → <Your business/service number>.
  2. Confirm Mapped Call Flow = intended Live Call Flow (not a draft/old flow).
  3. If you edited recently, ensure the flow is Published/Live.

Step 3: Check department routing (strategy, timeout, overflow)

Open Manage → Departments → <Department> → Show (Settings) and verify:

  • Routing method: All / Sequential / Round-Robin is appropriate.
  • Ring time: Set to ≥ 20 seconds so devices have time to alert.
  • Overflow/Fallback: If nobody answers, where should it go (next queue/voicemail)?
  • Sticky Agent: If enabled, ensure fallback to others is allowed if the last agent is offline.
  • Queue/concurrency/wrap-up: Values aren’t blocking new offers.

Step 4: Validate user availability & system status

For each impacted user (Manage → Users or Department → Members):

  • Status: User is Available (not Paused/DND/Offline).
  • Working hours: Within their availability window; holiday calendar correct.
  • Assignment: User is actually assigned to the department/target option.
  • Concurrent call: Not already on another call; wrap-up not active.

Step 5: Device-level checks (mobile PSTN vs app/web)

If MyOperator forwards to a MOBILE number (PSTN):

  • Phone not on DND; call barring off; call waiting enabled.
  • Disable Silence Unknown Callers (iOS) / similar Android settings.
  • Third-party filters (e.g., Truecaller) aren’t blocking the business number.
  • If Dual-SIM, set the correct default SIM; check network coverage.
  • Temporarily toggle VoLTE/Wi-Fi Calling and retest.

If the user answers via the MyOperator app/web dialer (VoIP):

  • Logged into the correct account; status Available.
  • App has microphone/notification permissions; OS Battery optimization disabled for the app.
  • Stable internet (try Wi-Fi ↔ hotspot). Corporate firewalls can block WebRTC/RTP—test on hotspot.
  • Browser tab active; no conflicting softphones (Meet/Teams/Zoom) holding audio.

Step 6: Time-based routing & holidays

  1. Open Design Call Flow → Time-based/Working Hours & Holidays.
  2. Ensure working hours and holiday calendars are correct for the department path.
  3. Verify after-hours routing (voicemail/alt queue) isn’t catching in-hours calls.

Step 7: Optional network isolation — switch telecom route

If multiple users report no ring across carriers, isolate network issues:

  1. Go to Design Call Flow → Advanced Settings → Route Settings.
  2. Click Switch to change the underlying telecom route.
  3. Save and retest two calls from different networks.
Note: Route switching is diagnostic; it can bypass an operator-specific path.

Verify success

After fixes, place two test calls (different networks) and confirm:

  • At least one intended user’s device rings within a few seconds.
  • Missed entries stop appearing for those test calls.
  • Overflow works when users intentionally don’t answer.

Troubleshooting & edge cases

  • Logs show “Missed by User X” but X was offline: Sticky Agent or Sequential order can still “offer” to an offline/paused user—enable fallback or change order.
  • Everyone busy or in wrap-up: Increase concurrency, reduce wrap-up, or enable All ring.
  • Rings for some users only: Compare device-level settings and carrier/network differences.
  • Changed flow but no effect: Ensure you Published/Live and tested the correct number.
  • Intermittent at peak hours: Possible congestion—capture exact time window in examples.

Escalation

If the issue persists, contact your Account Manager or email support@myoperator.co