⚡Quick answer -

Most “number not working” complaints fall into three buckets:

1. The account is inactive or suspended.
2. The telecom switch never receives the call.
3. The IVR/call-flow is misconfigured even though the account is active. Work through the checks below—in order—to pinpoint the exact cause before escalating.

When should I use this guide?

Use this checklist the moment a client says their MyOperator service number disconnects, rings once, or fails to play IVR prompts. The steps apply to web, mobile, or desk-phone callers and cover both account and configuration issues.

Prerequisites: information to collect

Ask the client for:

• The affected MyOperator service number

• Approximate time of the failed call

Internal prep:

1. Retrieve the UID of the call.
2. Open Logs ➜ Detail Log for that UID.
3. Note the final log message and disconnection reason. 

Step 1 – Check account status (most common)

Step 2 – Does the call reach the system?

Symptoms

• Call does not connect at all.

• Caller hears “switched off,” “not reachable,” or other network-level tones.

Action

1. Collect the affected service number and sample call timestamp.
2. Email the details to ops@myoperator.co for telecom-level investigation.

If the switch never receives the call, no further IVR checks are needed.

Step 3 – Account is active, but IVR is not playing

When the account is active, and the call hits the switch, missing IVR almost always points to configuration issues. Match the Detail Log against the five scenarios below.

3.1 No call flow for current timings

Log message“Call flow does not exist for current timings” – call disconnected because no IVR.

Action:

• Update call-flow timings to cover current hours.

• Create a separate call-flow for off-hours if required.



3.2 Call-flow type mismatch

Examples:

• Contact-based IVR, but the caller’s number is not in contacts.

• Location-based IV,R but the caller’s location is not configured.

Action

• Review IVR logic.

• Update the contact list or location mapping.



3.3 Incorrect call-flow setup

A) Extension directory only.

Symptoms: Caller is asked to enter an extension, and the call disconnects if no input or an invalid extension is entered.

Action: Add routing options such as department or user routing.

B) The department has no active users

Log message: “Call was disconnected as reached end of call flow.”

Possible reasons:

• No users assigned to the department.

• All users have availability set to Off

Action:

Assign active users and ensure their availability status is On.



3.4 Calls reach the department but show as missed

Log examplesNot reachable [CHANUNAVAIL], BUSY, NO ANSWER, CANCEL

Meaning:

• Agent phone is busy.

• Network issue on agent’s number.

• Caller disconnected before answering.

Action:

• Check agent availability and network strength.

• Confirm the agent is not already on another call.



3.5 Calls during non-working hours

Symptom: Call follows the non-working-hour flow and then disconnects.

Action: Configure voicemail or an automated message for off-hours.

Mandatory internal troubleshooting steps

1. Match the client’s symptoms and the Detail Log with the scenarios above.
2. Escalate to Tech Support only if:

  • The issue does not match any scenario, or 

• Logs indicate a system-level failure.

When does this guide NOT solve the problem?

• The Detail Log shows a platform outage affecting multiple accounts.

• The caller hears IVR but the audio is distorted (a separate QoS issue).

• Any new, undocumented log code appears. In these cases, collect logs and escalate directly to Tech Support.

Accessing Detail Logs

Path: Logs ➜ select the affected call ➜ click “Detail Log” at the bottom of the log view.