⚡Quick answer -

• Run the six pre-checks below exactly as listed.

• If calls are still congested after every check, email telco.resource@myoperator.co with your findings.

1. Prerequisites & Required Access 

• Ability to place test calls to the user’s phone number.

• Access to service-setup dashboard (to view channel lines, schedules, etc.).

• On-site contact who can verify network health (Wi-Fi / mobile data).

2. Step-by-Step Pre-Checks 

Follow each check in order. Stop if the issue is resolved.

1. Check if calls to the user's number connect directly or not.
2. Check if the issue is coming at any specific time and, based on that, check the service setup.
3. Verify that the channel lines are not limiting the calls.
4. Check for network health at the user's site. Also, verify the floor on which they are receiving the calls, as calls on the basement/ground floor have shown problems.
5. If all the users have similar operator-facing issues, then ask to change their users' numbers to another operator.
6. Reboot users' mobile phone sets.

3. When Congestion Is Not the Cause 

If all six checks pass—especially if test calls connect instantly and no time-based pattern exists—you are likely dealing with a different issue (e.g., audio quality or handset malfunction). In that case, switch to the relevant voice-quality or device-troubleshooting guide.

4. Expected Outcome

• After completing the six checks, at least one corrective action (e.g., freeing channel lines or rebooting handsets) should remove the congested state.

• If no action fixes the problem, escalation is required.

5. Escalate to the Telco Team 

Send an email with all findings to telco.resource@myoperator.co.

Sample email: