How can I add users to the departments in MyOperator and define the call routing method for those users?

How can I add users to the departments in MyOperator and define the call routing method for those users?

⚡Quick answer -

Go to Manage → Settings → Departments → Add New or Edit a department → set manager and assign users → open Department settings for call flow to choose routing (Serial, Simultaneous, Balanced) → set ring time and order → Save.

Ensure each user has Call Availability enabled in Manage → Users.

1. Before you begin (prerequisites)

  • You must have Manage / Admin permissions.
  • Know the department name and the users (their extensions) you want to add.
  • Decide routing behavior (Serial / Simultaneous / Balanced) and per-user ringing time.
  • Verify users have Call Availability enabled so they can actually receive calls.

2. Where to go

  1. Sign in to the MyOperator panel.
  2. Navigate: Manage → Departments.
  3. Click Add New (to create) or Edit (to update).

Video walkthrough


3. Step-by-step (concise, copy-paste friendly)

1 — Add or edit a department

  1. Manage → Departments.
  2. Click Add New to create a department, or click Edit next to an existing department.
  3. Provide the Department name and select a Manager from the dropdown.
  4. Add users by selecting them from the list (remove with the × icon).
  5. Click Save to persist the basic department details.

2 — Configure call routing for the department

  1. In the Department section, while editing, click on 'Department Settings for Call Flow',
  2. Choose a routing method and configure parameters:
    • Serial (Ordered) — Calls try users one after another in a defined sequence. Use when you want senior agents to receive calls first.
    • Simultaneous (All Ring) — All listed users ring at once; the first to answer gets the call. Use for urgent/fast response teams.
    • Balanced (Round-Robin / Least Calls) — System distributes calls evenly across agents to balance load. Use for fair distribution.
  3. Ringing time: set how many seconds each user rings before moving to the next (for Serial) or before the call is considered missed (for other methods).
  4. Serial order: drag & drop users to define the exact sequence for Serial routing.
  5. Use priority/weight controls if available for Balanced or advanced ordering.
  6. Click Save to apply routing settings.

3 — Ensure users can receive calls

  • Go to Manage → Users → select the user → enable Call Availability (or toggle receive calls ON).
  • Confirm each user’s schedule (shift hours/time zone) overlaps with department hours.

4. Examples (realistic scenarios)

  • Sales (Serial): Order — Senior Sales → Mid-level → Junior; Ringing time = 20s per user.
  • Support (Simultaneous): All agents ring together for urgent tickets; first responder picks up.
  • Telesales (Balanced): Balanced distribution to avoid overloading one agent during peak hours.

5. Troubleshooting & edge cases

  • Calls not reaching agents: Verify users are assigned to the department and Call Availability is ON. Confirm user schedules and account time zone.
  • Unexpected routing: Check for overlapping rules or higher-priority routing at the call flow level that may override department settings.
  • Serial misses before next agent rings: Increase Ringing time per user; check network/connectivity on user devices.
  • Balanced distribution seems unfair: Confirm weights/priorities aren’t set; ensure agents have equal availability windows.