Quick Answer

Channel lines are the concurrent call paths your MyOperator account can use at one time; when they are fully occupied, new calls fail as Lost Calls until a line is freed.

Understanding Channel Lines

A single channel line equals one simultaneous call, regardless of how many users, agents, or devices you have. The total number of channel lines shown in your plan limits both incoming and outgoing conversations at every moment.

If callers dial when all lines are already in use, they hear a beep tone and call gets  disconnected and the call is logged as a Lost Call.

Channel Consumption Rules

• Every live Incoming IVR call occupies 1 channel line.
• Any one-way outgoing call placed through the Mobile App, web page or the Standard Dialer consumes 1 line.
• Two-way Click-to-Call from Myoperator panel uses 2 lines because Leg 1 dials the agent while Leg 2 dials the customer and both stay active until the call ends.
  
• Two Way API Call uses 2 lines because Leg 1 dials the agent while Leg 2 dials the customer and both stay active until the call ends.
• During a call transfer or conference, MyOperator temporarily allocates one extra line to complete the hand-off.

Monitoring Your Active Channel Allocation

1. Log in as an Admin or Owner at in.app.myoperator.com.
2. Click the Account or Profile icon in the top-right corner.
3. Select “Account Usage” to see your total allocated channel lines and current plan details.

When to Contact Support

If callers report busy tones or you expect higher traffic for a campaign, gather the following and reach MyOperator Support:

• Email: support@myoperator.com
• Helpline numbers: 08129-81029 or 092129 92129
• Have your Business Account Number (BAN) or Service Number ready.
• Provide approximate timestamps of affected calls and 4–5 recent plain-text Call UIDs so Support can match them against channel usage logs.

Internal Team Response Workflow

Once a ticket arrives, Support and Account Management follow these steps:

1. Verification & Usage Audit. Support validates the BAN or Service Number and opens Analytics > Concurrent Calls to check if usage reached 100 % during the reported window.
2. Outbound Throttling Guidance. If an aggressive outbound dialer campaign is starving IVR lines, Support advises the client to reduce outbound concurrency or switch calling modes.
3. Carrier Route Refresh. If analytics show idle capacity yet callers still hear busy tones, Support directs the client to Call Design > Callflow > Advanced Settings > Route Settings and asks them to click “Switch Route” to refresh carrier trunks.

Channel Expansion & AI Overflow Options

• If audits confirm the client consistently maxes out current capacity, Support tags the assigned Account Manager (AM) to quote additional channel lines or a higher-tier plan.
• When the client prefers not to add PSTN lines, the AM can scope an AI Voicebot that handles overflow traffic and discuss commercial terms directly with the client.

Technical Escalation for Idle Capacity Failures

If Lost Calls occur even though panel analytics show free lines, Support opens a Child Ticket to Internal Tech Support in Zoho Desk or emails tech.support@myoperator.co.

The ticket must include:

• Client’s BAN and Service Number.
• Channel utilization screenshots or logs.
• A list of diagnostic checks already completed.
• The 4–5 plain-text Call UIDs of failed test calls.

Typical root causes under investigation are carrier trunk blocking, DID misconfiguration, or backend gateway response failures.

Keywords

channel lines, concurrent calls, Lost Call, IVR busy tone, capacity upgrade, Click-to-Call two lines, Account Usage, Switch Route, AI Voicebot overflow, MyOperator support numbers