What steps to take if incoming calls are not working correctly in MyOperator?

What steps to take if incoming calls are not working correctly in MyOperator?

Quick Answer: Follow the self-service checklist below to reactivate incoming calls, then give Support the required diagnostics and Call UIDs if the problem persists.

1. Root Causes You Can Eliminate Yourself

Nearly every dropped or silent incoming call is traced to one of five conditions: a suspended account, unmapped or empty departments, the user’s Call Availability toggle being OFF, a call flow that is outside its scheduled hours, or the handset flagging the MyOperator DID as spam. Clearing these issues restores normal routing in most cases.

2. Self-Service Checklist for Clients

  1. Gather identifiers before you start. Note your Business Account Number (BAN) and the Service Number (your IVR or virtual number).
  2. Confirm whether agents take calls on mobile phones through the MyOperator Dialer App or via WebCall inside a desktop browser. Different steps apply to each mode.

3. Mobile Phone App Troubleshooting Steps

  1. Log in to in.app.myoperator.com as an Admin. Make sure the account status displays Active and that no payment-suspension banner is present.
  2. Open Manage Users. Verify that the intended agent profile exists, Call Availability is set to ON, and that the user’s shift schedule is inside the current time window.
  3. Open Manage Departments. Confirm the same agent is mapped to the department that receives the call.
  4. Pick up the receiving handset and open its phone settings, Truecaller, or any spam-filter application. Remove the assigned incoming DID from block or spam lists and save it as a trusted contact.
  5. Place a verification test call from an external mobile number that is not registered as a panel user.
  6. Open Logs → All Calls, locate the test call, click the Detail Log icon, and review the exact disconnection reason. Typical messages are shown verbatim below:
    no input received
    reached end of call flow
    agent busy/no answer

4. WebCall Troubleshooting Steps

WebCall is bandwidth-sensitive. Ensure the agent’s computer is on a stable Wi-Fi or LAN connection that delivers at least 10 Mbps. Repeat the verification test call after confirming network quality.

5. When and How to Contact Support

If calls still drop or fail after you complete every step above, reach out immediately:

  • Email – support@myoperator.com
  • Phone – 08129-81029 or 092129 92129

Always include the following details so Support can act without delay:

  • Your BAN and the affected Service Number.
  • The receiving mode you use (Mobile App or WebCall).
  • Plain-text Call UIDs for four to five of the most recent failed test calls.

6. What the Support & Account Management Teams Do Next

  1. Support Verification and Guided Fix
    • Check that the account is Active, departments are mapped, and user schedules are valid.
    • Supply transparent, log-based explanations to the client. Support may quote any of the following clarifications exactly as needed:
      "At the time of the call, the account was not in an active state, causing incoming calls to disconnect automatically. Services resumed once status/balance was updated."
      "The call arrived during a time window with no active call flow configured. The system safely disconnected the call until timings were updated."
      "Calls reached the department, but no agents were available or mapped at that moment. Active users are now assigned."
      "The call routed successfully to the assigned agent, but was unanswered due to agent busy status or local handset network conditions."
    • Guide the client through another Switch Route action and an external test call.
  2. Account Manager Involvement
    • Support resolves technical items first. An Account Manager is looped in only if the client expressly insists on a direct callback or if capacity upgrades (additional user licences or channel lines) are required.
  3. Escalation to Internal Tech Support
    • If problems persist after all pre-checks and route refreshes, Support opens a Child Ticket in Zoho Desk or emails tech.support@myoperator.co.
    • The ticket must include your BAN, Service Number, receiving mode, a summary of completed checks, the route-switch timestamp, any screenshots or screen recordings, and the same 4–5 Call UIDs you provided earlier.

Keywords

incoming calls, call drop, route switch, Callflow Advanced Settings, BAN, Service Number, Call UID, Dialer App, WebCall, user availability, spam filter, support contact, tech escalation