How do I add users to departments and configure call routing in MyOperator?

How do I add users to departments and configure call routing in MyOperator?

🧭 When to Use

  • You want to group agents into functional teams (e.g., Sales, Support).
  • You need precise control over how incoming calls are distributed among team members.

✅ Prerequisites

Requirement

Why It Matters

Admin/Manager role

Only these roles can edit departments.

Users already created

You cannot assign a user who doesn’t exist. Add a user.

At least one active number

Calls can’t be routed without an inbound DID.

👣 Step‑by‑Step Guide

URL Shortcut: https://in.app.myoperator.com/departments.
  1. Log in to the MyOperator Dashboard as an admin.
  2. In the left sidebar, click Manage.
  3. Under Settings, select Departments.
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  4. Click ➕ Add New (or select an existing department to edit).
  5. Name the department (e.g., Inbound Sales – APAC).
  6. From Manager, choose the supervisor responsible for the team.
  7. In Users, check one or more agents to include.
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  8. Click Show next to Department Settings for Call Flow to expand routing options.
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  9. Configure the Call Routing Method (see table below) and any optional settings.
  10. Click Save to commit your changes.
    A green toast “Department updated successfully” confirms success.

🔁 Call Routing Methods

Method

How It Works

Best For

Serial

Calls agents one‑by‑one in the listed order until answered.

Small teams with seniority order

Simultaneous

Rings all agents at once; first to answer gets the call.

Urgent queues (Support)

Balanced

Distributes evenly based on each agent’s handled call count.

Fair workload distribution

⚙️ Optional Settings

  • Sticky Agent – When enabled, repeat callers reconnect to the same agent who helped them last (if available). Default: Off.
  • Ringing Time – Seconds an agent’s phone rings before the system moves to the next agent or voicemail. Range: 5–60 s, Default: 25 s.

🎯 Expected Outcome

  • The new department appears in Manage › Departments with its assigned manager and users.
  • Incoming calls follow the selected routing logic immediately (max 30 s propagation).

🧩 Edge Cases & Troubleshooting

Symptom

Possible Cause

Fix

User missing from dropdown

User already assigned to an exclusive department

Remove user from prior department or disable exclusivity.

Calls skipping agents

Ringing Time too low

Increase to ≥15 s in Optional Settings.

Sticky Agent not applied

Previous call was missed/abandoned

Sticky works only on successfully answered calls.

If issues persist, email support@myoperator.com with Call ID and Department name for 2‑hour SLA assistance.

📨 Next Steps & Escalation

  • Monitor performance in Reports › Department Analytics to verify call distribution.
  • To reorder agents later, drag‑and‑drop names inside the department editor.
  • Still stuck? Chat with us from the dashboard (Help › Live Chat) or call +91‑80‑4710‑5151.

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