Why does a call disconnect after one or two rings and how do I fix it in MyOperator?
Quick answer
Early call drops (0–2 rings) usually mean one of four things:
- No valid call flow at the current time
- Account/plan suspended or credits exhausted
- Routing to an empty queue or all agents unavailable
- A policy block (blacklist, geo-restriction, caller-ID rule)
Follow the checklist below and confirm success with a test call.
When should I use this guide?
Use these steps if callers report “it rings once, then hangs up” or your Call Logs show Rejected / No-flow events.
📕Table of Contents
- Symptoms & root-cause map
- Prerequisites
- Fix it fast (Admin web panel)
- Check routing & agent availability
- Policy / limits that auto-drop calls
- Network / PSTN checks (less common)
- Confirm it worked
- Troubleshooting matrix
- Related Articles
1 — Symptoms & root-cause map
Symptom | Probable cause |
|---|---|
Drops before IVR | Schedule gap / no call flow |
Drops after 1 ring | Empty queue / all agents DND |
Only hidden numbers drop | Caller-ID policy |
Second simultaneous call drops | Concurrency cap |
Random carrier-wide drop | PSTN hiccup |
2 — Prerequisites
- Owner or Admin access.
- Business-hours schedule handy.
- Secondary phone to place test calls.
3 — Fix it fast (Admin web panel)
- Account status Manage → Billing → Plan must say Active, Credits > 0.
Alt text: Verify account status
- Call-flow for current time Manage → Call Flow → pick number → ensure Business Hours cover “now”.
Alt text: Check call flow for current time
- Fallback route Add Voicemail or Alt-Queue for off-hours.
- Enable entry IVR IVR or Greeting node must be active + greeting file attached.
- Save & Publish, then place a test call.
4 — Check routing & agent availability
Item | Where | What to do |
|---|---|---|
Department empty? | Manage → Departments | Add ≥ 1 Available agent |
Agent status | Users → Status | Turn Available, Take Calls ON, disable DND |
Forwarding number rejects? | Users → External No. | Make sure device accepts unknown CLI |
Concurrency | Numbers → Limits | Raise cap or shorten wrap-up |
Alt text: Department/Queue Assignment
Alt text: Agent Status
5 — Policy / limits that auto-drop calls
- Blacklist / spam filter – Settings → Policies → Blocked Numbers.
- Geo-permission – Numbers → Inbound Settings → Allowed Countries.
- Caller-ID rule – Reject anonymous CLI if policy enabled.
- Compliance prompt missing – Mandatory consent/DTMF enabled but no audio file attached.
6 — Network / PSTN checks (less common)
- Carrier outage – monitor multiple caller samples within 30 min window.
- SIP PBX rejects – look for 4xx/5xx in PBX logs; disable SIP ALG and open RTP 16384-32768.
- SSL inspection – if SIP/TLS 5061 or webhook callbacks in use, bypass SSL inspection for MyOperator subnets.
7 — Confirm it worked
- Test call during in-hours reaches IVR within 2–5 s and continues ringing/queuing.
- Call Logs show Connected or IVR Reached (no Reject).
- Test off-hours hits voicemail or fallback (doesn’t drop).
8 — Troubleshooting matrix
Symptom | Likely cause | Where to check | Quick fix |
|---|---|---|---|
Drops immediately; no log | Suspended plan | Billing | Renew plan / add credits |
Drops after 1 ring | Missing IVR | Call Flow | Add IVR or fallback |
Drops in Dept A only | All agents DND | Depts; Users | Set at least one Available |
Hidden numbers drop | CLI policy | Settings → Policies | Allow anonymous CLI |
Overseas callers drop | Geo-permission | Inbound Settings | Enable target country |
Only 2nd call drops | Concurrency cap | Numbers → Limits | Increase channels |
PBX rings then ends | SIP ALG / RTP blocked | Firewall logs | Disable ALG; open RTP |
9 — Related Articles
- How do concurrency limits work across multiple MyOperator numbers?
- Which caller-ID policies can auto-reject hidden numbers?
- How to raise a carrier ticket when early drops persist.
Keywords: early call drop, hangs up after one ring, MyOperator no-flow, schedule gap, account suspended, empty queue
Updated on: 01/12/2025