Quick Answer
Call Availability controls whether a specific user can currently receive incoming calls; review or change it in Manage → Users, and always confirm that the receiving schedule, department mapping and IVR/call-flow routing all align.
1. What Is Call Availability?
Call Availability is a real-time switch that decides if a user is eligible to receive calls that reach their department or extension through the configured IVR or other routing logic.
- Available / ON – The user can receive calls, provided their department mapping, receiving schedule, IVR or call-flow and any other routing conditions all allow it.
- Away / OFF – The user is treated as unavailable; calls move to the next available user or the configured fallback rule.
A separate Receiving Schedule can further limit the exact days and times the user is treated as Available, even if the general switch is ON.
2. Checking a User’s Current Availability
- Open the MyOperator panel and navigate to Manage → Users.
- Locate the required user in the list.
- Observe the coloured status indicator to see whether the user is currently Available (ON) or Away (OFF).
- If you need more detail, click the user name, open Time Schedule to Receive Call and confirm their configured days and hours.
- Remember that simply adding someone as a user does not make them a call recipient; they must also be mapped to the relevant department or call flow.
3. Enabling or Disabling Call Availability
- Select the user in Manage → Users (or, if their role permits, let the user open their own account settings).
- Toggle the Call Availability switch ON or OFF as required.
When the switch is ON, the user can receive calls but only if:
- They are mapped to the department where the call lands.
- The current time falls within their Receiving Schedule.
- The IVR or other call-flow step routes calls to them.
When the switch is OFF, the system immediately skips this user and follows the routing order or fallback rule.
4. Configuring a Receiving Schedule
- Go to Manage → Users → Edit User → Advanced Settings → Time Schedule to Receive Call.
- Add one or more entries with the Day(s) of the week, Start time and End time.
- Configure multiple time blocks for split shifts or varying hours.
Example split shift:
- 09:30 AM – 01:30 PM
- 02:30 PM – 06:00 PM
Overnight coverage that crosses midnight can be entered as consecutive blocks (e.g., 10:00 PM–11:59 PM and 12:00 AM–06:00 AM) according to the scheduler’s options.
If the current moment is outside all defined blocks, the user will not be treated as available even if their main switch is ON.
5. How Availability, Schedule, Mapping and IVR Interact
The following table clarifies who actually receives a call:
| Setting | Purpose |
|---|
| Call Availability | Shows whether the user is presently willing to receive calls. |
| Receiving Schedule | Limits availability to specific days and times. |
| Department Mapping | Lets the IVR or call flow include the user in a department’s routing list. |
| IVR / Call Flow | Decides the order and conditions under which a call is passed to the department and user. |
All four conditions must be satisfied for a call to ring on the user’s device.
6. Troubleshooting When an Available User Is Not Receiving Calls
- User Availability – Confirm the switch is ON.
- Receiving Schedule – Check that the present day and time fall inside the allowed blocks.
- Department Mapping – Ensure the user is linked to the department through which the call arrives.
- IVR / Call Flow – Verify that the call flow actually routes calls to that department and that business hours, holiday settings, time-based or condition-based routing and fallback rules all match expectations.
- Device / Network – On mobile, confirm network connectivity, handset call availability and any call-blocking features.
- Call Logs – Open the Call UID or Detail Log to see whether the call reached the IVR, the department or the user, and whether it was unanswered, busy, unreachable or diverted to fallback.
7. Common Scenarios
| Situation | What to Check |
|---|
| User is OFF/Away | Turn Call Availability ON if they are ready to take calls. |
| User is ON but not receiving calls | Inspect schedule, department mapping and call-flow configuration. |
| User receives calls only during certain hours | Review the Receiving Schedule blocks. |
| Calls skip one user and reach another | Check availability, schedule, mapping and routing order. |
| No users receive calls | Audit the account status, IVR/call flow, department and routing configuration. |
| User receives calls on some days but not others | Inspect the schedule, global business hours and holiday lists. |
| User’s status does not update correctly | Refresh the panel; if it still shows the wrong status, contact Support. |
Email support@myoperator.com when:
- The Call Availability switch cannot be changed or its on-screen state is stuck.
- A user remains unavailable despite apparently correct settings.
- An available, mapped and scheduled user is still missing calls.
- Several users experience the same anomaly.
- Call logs reveal unexpected routing or disconnections.
- An error appears while saving availability or schedules.
Please include:
- Service Number / BAN
- Affected user’s name or registered number
- Current availability status
- Relevant receiving schedule
- Department name
- Approximate time of the affected call
- Recent Call UID(s)
- Screenshot or error message, if any
The Support Team will validate the configuration and escalate to the concerned technical team when required.
Keywords
call availability, user status, receiving schedule, manage users, department mapping, IVR routing, MyOperator support, incoming call troubleshooting