Applies to: Incoming IVR calls and forwarded calls on your MyOperator number where callers or users report noise, voice breaks, or distortion.

Goal: Restore clear two-way audio and gather the right details if you need our team to review.
Time needed: 10–15 minutes.
You’ll need: Access to Design Call Flow → Advanced Settings, Route Settings, and Call Logs/Recordings.

Prerequisites

• Examples: 2–3 recent calls (within 6 hours) where disturbance occurred, with time (IST) and Call IDs.
• A/B test phones: Two networks (e.g., Jio + Airtel) to compare outcomes.
• Headset handy: To rule out device audio path issues.

Terminology
Jitter/packet loss: Network issues that cause choppy/robotic audio.
PSTN: Normal mobile/landline call path (not app/web VoIP).
Route: The underlying carrier path used to bridge calls.

Step 1: Identify the pattern with 2–3 examples

• Does it happen on all calls or only some?
• On specific networks/regions?
• Only when answered via app/web or only via mobile/landline?
• Listen to each call’s recording in Call Logs to confirm if the noise is present on the system recording (helps pinpoint which leg had the issue).

Step 2: Device & network checks — user/agent side

• Environment & hardware
• Move to a quieter spot; avoid rubbing the mic (shirt/face mask).
• Test on speaker and with a wired headset to compare paths.
• Phone settings
• Turn DND off; disconnect Bluetooth headsets and retest.
• For dual-SIM phones, ensure the correct SIM handles voice; try toggling VoLTE/Wi-Fi Calling off temporarily.
• Network
• Switch between Wi-Fi and mobile data (for app/web) or between two mobile networks (for PSTN).
• If on corporate Wi-Fi, try a mobile hotspot—some firewalls degrade VoIP.

Step 3: Caller side quick test

Ask the caller (or test from a different phone):

• Call again from a second network.
• If they’re on VoWiFi, ask them to try with VoWiFi off once.
• Confirm they are not on a loud/echoey environment or using a faulty headset.

Step 4: App/Web dialer-specific checks

If the user answers through the MyOperator app or web dialer:

• Ensure microphone & notification permissions are granted; close other apps (Meet/Teams/Zoom) that may seize audio.
• Keep the browser tab active; confirm the correct input/output device is selected in settings.
• Test another browser/network (e.g., switch from office Wi-Fi to hotspot).

Step 5: Mobile/Landline (PSTN) receiving checks

If calls land on a mobile or landline:

• Check signal strength and call waiting; turn off “Silence Unknown Callers” on iOS.
• Disable third-party call filters (e.g., spam blockers) for a quick test.
• Try a different handset briefly to rule out microphone/speaker damage.

Step 6: Switch the telecom route (diagnostic)

Route quality can vary by operator/region; switching routes helps isolate path issues.

1. Open Design Call Flow → Advanced Settings → Route Settings.
2. Use Change/Switch Route and Save.
3. Place two fresh test calls from different networks and compare audio.

Confirm it’s fixed (success criteria)

• You can complete a 60–120 second conversation without crackle/robotic audio.
• Recordings sound clear on both legs (caller and user).
• Results are consistent across two different networks.

If you need our help, include these details

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

• 2–3 example Call IDs with times (IST) from the last 6 hours.
• Whether disturbance is one-sided (only caller hears it / only user hears it) or both-sided.
• How the call was answered (app/web vs mobile/landline), the network used, and any headset used.
• Whether you already switched the route and what changed.
• A short note on where the recording sounds bad (beginning/end/entire call).

(Providing these details up front speeds up investigation and resolution.)

Troubleshooting & edge cases

• Only at peak hours: Could be congestion—note the exact time window.
• Clean on recording but noisy live: Local device/audio path issue; compare handset vs headset.
• Only on one operator/region: Route switch or that network’s coverage is likely; share the pattern.
• Intermittent “robotic” sound on app/web: Look for packet loss (try hotspot), close other bandwidth-heavy apps, and keep the tab focused.
• Transferred/forwarded calls only: Noise may appear on the second leg; include both Call IDs if available.