⚡Quick answer -

• If the IVR welcome plays and then the call disconnects:

1. Try updating the TTS file.
2. Re-update the IVR call-flow.
3. If that fails, send a server-change request to the telco.
4. Still no luck? Raise a ticket to Tech Support to check with Product.

• If the IVR plays but the agent hears no ring:

1. Check user availability.
2. Make 4–5 test calls to the direct number to confirm it connects.
3. If the mobile still doesn’t ring, raise a ticket to Tech Support.
4. Tech Support will escalate to Product or Telco as required.

When should I use this guide?

Run through these steps any time an incoming IVR call is either

(a) dropped after the welcome message or

(b) reaches the agent without triggering a ringtone.

1. Scenario A: IVR disconnects after welcome

Follow the exact order below:

1. Try updating the TTS file.
2. Re-update the IVR call-flow.
3. Send a server-change request to the telco.
4. If the above two steps don’t work, raise it to Tech Support to get this checked by Product.

2. Scenario B: No ring after IVR plays 

Perform each check in sequence:

1. Check user availability.
2. Confirm that direct-number calls connect (try at least 4–5 calls).
3. If there is still no ring at the agent’s mobile, raise a ticket to Tech Support.
4. Tech Support will raise to Product or Telco, understanding the issue.

3. When do calls work as expected? 

Calls complete normally when:

• The IVR TTS file and call-flow are current.

• The assigned server is healthy—no telco routing issues.

• Agents are available, and their direct numbers ring successfully.