Applies to: Inbound calls to your MyOperator business/service number where callers get silence/no IVR or the call drops after ~2 rings.

Goal: Identify whether the failure is before MyOperator (number/carrier), at IVR, or during the transfer to users, then restore normal flow.
Time needed: 10–20 minutes.
You’ll need: Access to Manage → Numbers, Design Call Flow, Departments/Users, Payments/Billing, and Call Logs.

Prerequisites & definitions

• Collect 2–3 recent call times (IST) and, if possible, Call IDs.
• Test once from two caller networks (e.g., Jio + Airtel).

Live Call Flow: The flow mapped to your number right now (not a draft).
Ring time: How long a user/department rings before fallback.
Overflow: Where the call goes if nobody answers (another queue/voicemail).

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

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

Step 2: If no IVR audio plays

1. Design Call Flow → Edit (Live)
• Ensure Welcome Greeting exists (use a default prompt to test).
• If you use a menu, confirm the Menu Message is set and digit options are mapped.
2. Audio prompt sanity checks
• Use a supported audio format and a non-silent file; re-upload if unsure.
• Keep long intros short; test “accept input during prompt” if supported.
3. Working hours & time-based nodes
• Confirm you’re in working hours for this flow; off-hours may route elsewhere.
4. Publish & wait briefly
• Save/Publish and allow a short propagation (a few minutes), then retest.

Step 3: If calls disconnect after ~2 rings

1. Departments/Users settings — Manage → Departments → <Dept> → Show (Settings)
• Ring strategy (All/Sequential/Round-robin) suits your team.
• Ring time ≥ 20s so devices can alert before fallback.
• Overflow/voicemail set if nobody answers.
2. Recipient availability
• Users are Assigned to the department and Available (not Paused/DND/Offline).
• On mobiles (PSTN): good signal, Silence Unknown Callers off (iOS), third-party spam filters not blocking your business number.
• On app/web: logged in, microphone/notifications permitted; try hotspot vs office Wi-Fi.
3. Transfers/multi-leg behavior
• If drops occur right after transfer, capture both legs’ Call IDs; verify the target leg has a valid destination and fallback.

Step 4: Account status & number mapping

• Payments/Billing: Clear unpaid dues/credit-limit holds that can restrict service.
• Manage → Numbers: Confirm your service number is Active and mapped to the intended Live Call Flow (not an old/draft flow).

Step 5: Multi-network test & route switch (diagnostic)

• If symptoms occur only on a specific operator/region, note the pattern.
• Try a route change to isolate the upstream path:
1. Design Call Flow → Advanced Settings → Route Settings
2. Click Switch/Change Route → Save
3. Place two fresh tests from different networks; compare results.

Contact us — include these details

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

• Service number and whether failure occurs before IVR or after transfer.
• 2–3 IST timestamps and any Call IDs.
• Caller networks tried (e.g., Jio/Airtel/VI) and outcomes.
• A summary of checks tried: audio prompts, ring time/overflow, user availability, number mapping, route switch.
• If relevant: device/app details for the target user (mobile vs app/web) and screenshots of key settings.