Articles on: MyOperator

Why am I not getting IVR calls on my mobile? Why are there so many missed calls, even when our users were available?

Quick answer


It can be frustrating to see missed IVR calls, especially when your users were available to answer. This can occur due to configuration issues, user availability settings, network errors, or account status. Below is a detailed guide to help you identify and resolve the root cause.



1 - Account Status Check


Description: If the account is inactive, expired, or suspended due to low credit, calls disconnect immediately (usually after one ring), and no logs appear in the call section.


Log example:

  • Call landed on 918929442472
  • Account inactive/suspended — call disconnected


Resolution:


  • If inactive or expired → Contact your Account Manager / Renewal Team to reactivate.
  • If suspended due to low credit → Add credit via the Payments Page in your MyOperator panel.



2 - Call Flow Configuration Issues


Scenario 1: No Call Flow for Current Timing


Description: Calls disconnect when no call flow is mapped to the current working hours.


Log example:

  • Call landed on 918929442472
  • Call flow does not exist for the current timings
  • Call disconnected — no IVR found


Resolution:


  • Review and update your call flow timings under Call → Design Callflow → Edit → Scheduling.





  • Ensure working hours cover all intended business hours.
  • For off-hour handling, add a secondary “After Hours” call flow or voicemail route.



Scenario 2: Call Flow Type Mismatch


Description: The IVR may be set to respond to specific conditions that the current call does not meet.


Examples:


  • Location-based flow: Caller’s location not mapped under the selected IVR rule.


Log example:

  • Call landed on 918929442472
  • Call flow does not exist for the current conditions


Resolution:


  • Review the Routing Rules and confirm that it matches your routing logic.



  • Add the missing region to the configuration list.



3 - Department or Extension-Level Gaps


Scenario 1: Extension Directory Only


Description: If your IVR only includes an “Enter Extension” prompt, calls will disconnect if the caller doesn’t input or inputs an invalid extension.


Log example:

  • Call landed on 918929442472
  • Welcome message played
  • The extension message played
  • Call disconnected — invalid extension


Resolution:


  • Add a default routing option (e.g., “Press 0 for Support”) for callers who don’t enter an extension.


Scenario 2: Department with No Active Users


Description: If a department has no assigned users or all users have toggled their call availability off, calls will be missed.


Log example:

  • Call landed on 918929442472
  • Dial via routing_method_name in department: Sales
  • Call disconnected — reached end of call flow


Resolution:


  • Ensure at least one active, available user is assigned to each department.
  • Check each user’s availability toggle in the Users section.



4 - Missed Calls Despite Active Routing


Description: Calls reach the department but show as missed because agents didn’t answer or were unreachable.


Log example:

  • Call landed on 918929442472
  • Dial user +918750415919 via round robin
  • Status: NOT REACHABLE [CHANUNAVAIL]
  • Call disconnected — reached end of call flow


Possible dial statuses:


  • BUSY: Agent on another call
  • NO ANSWER: Agent didn’t pick up
  • CANCEL: Caller disconnected
  • NOT REACHABLE / CHANUNAVAIL: Agent’s network issue


Resolution:


  • Ensure agent phones have stable network connectivity.
  • Confirm they are not on another call.
  • Recommend keeping “Call Availability” set to On during business hours.



5 - Calls During Non-Working Hours


Description: If the call lands outside configured working hours, the non-working hours call flow will trigger (voicemail, announcement, or disconnect).


Resolution:


  • Verify your working hours under Call → Design Callflow → Edit.
  • Set up a voicemail or after-hours message to manage off-hour calls effectively.



6 - How to Troubleshoot Using Call Logs


Steps to access detailed logs:


  1. Go to Logs in your MyOperator panel.


  1. Click on the specific call entry showing the issue.


  1. Select Detail Log at the bottom of the call record.


What to look for:


  • “Call flow does not exist” → Incorrect timing configuration
  • “Dial via method” → Routing issue or user unreachable
  • “Not reachable/CHANUNAVAIL” → Network or device issue


If the issue doesn’t match any of the above scenarios, share the Call UID and Detail Log with the Tech-Support team for further diagnosis.



7 - Additional Best Practices


  • ✅ Keep user numbers updated and active.
  • ✅ Test call flow changes in off-peak hours.
  • ✅ Regularly monitor missed call patterns via Reports → Missed Calls Report.
  • ✅ Escalate recurring call failures to support@myoperator.co or your Account Manager.



In summary:


Missed or unreceived IVR calls are usually due to inactive accounts, misconfigured call flows, unavailable users, or network issues. By reviewing your account status, call flow design, user availability, and detailed logs, you can quickly pinpoint and resolve the cause.

Updated on: 27/11/2025