How can I ensure that users added are able to receive calls for the departments assigned to them in MyOperator?
⚡Quick answer:
Add the user to the correct Department(s), turn Call Availability On for that user, confirm the Department’s ring strategy includes them, ensure business/availability hours don’t block calls, and place an external test call to verify.
Before you begin (prereqs & permissions)
- The user must already be added to the Department: Manage › Departments › [Department] › Users.
- You need permission to manage Users, Departments, and Call Flow Setup.
Alt text: Adding users in the department
Step 1 — Confirm department membership
- Go to Manage › Departments and open the relevant Department.
- On Users, verify the user is listed. If not, add the user to the department.
- Ensure the user’s role/licensing allows receiving calls.
Step 2 — Enable Call Availability for the user
- Open Manage › Users and select the user.
- Click Set Call Availability.
- Toggle Call Availability to On and Save.
Alt text: check the user's call availability
Step 3 — Check department routing & ring strategy
- In Manage › Departments › [Department] › Routing, confirm the ring strategy (e.g., ring‑all, round‑robin) and ring timeout.
- Make sure the user is included in the strategy and not paused.
- If there’s overflow/voicemail after timeout, ensure that’s intentional.
Step 4 — Verify business hours & user availability hours
- Check Call Flow Setup (or Time‑based routing) to ensure the Department is reachable during scheduled business hours.
- On the user’s profile, review Availability Hours to confirm they’re not restricted during expected call times.
- Make sure the user isn’t set to Do Not Disturb/Paused in any app/panel.
Step 5 — Confirm number/destination routing
- For the relevant phone number, confirm its Destination is your intended Department (or the flow leads to it).
- If multiple numbers/flows exist, ensure you’re testing the correct number.
Step 6 — Place a test call (verification)
- Use an external phone (not the agent’s own number) and call the relevant DID.
- Confirm the user’s device/panel rings within the configured timeout.
- If it doesn’t ring, proceed to Troubleshooting below.
Expected result
- When Call Availability is On, the user is a member of the Department, and routing rules allow it, the user will receive incoming calls routed to that Department according to the ring strategy.
Troubleshooting
- User doesn’t ring but others do: Ensure the user isn’t paused/DND; verify they’re included in the Department’s strategy.
- Rings at odd hours only: Check Availability Hours and time‑based routing windows.
- Calls go to voicemail: Increase ring timeout, verify agents are active, and confirm overflow settings.
- User is on mobile app only: Confirm the app is logged in and allowed notifications; test on a stable network.
- Still not receiving calls: Toggle Call Availability Off → On, Save, and retry a test call.
Edge cases & behaviour notes
- Departments with no active agents will follow overflow rules; ensure at least one agent is available.
- If the user is assigned to multiple Departments, ring order may depend on the strategy; check each Department’s settings.
- Number‑level overrides can send calls past the Department—verify the full Call Flow.
Need help?
If the user still doesn’t receive calls, contact Support from the Help menu. Include:
- Your organisation ID/name
- The Department name and user email/ID
- The number(s) and call flow involved
- A brief description of what you tested and the timestamp of a failed test call
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