How to set user receiving timings in Advanced Setting?

How to set user receiving timings in Advanced Setting?

Quick Answer

Configure an agent’s working hours in MyOperator by editing the user in Manage → Users, expanding Advanced Settings, and defining the Time schedule to receive calls; calls ring only during those windows when Call Availability is ON, the user is mapped to a department, and IVR Business Hours are open.

1. What are user receiving timings?

User receiving timings specify the exact days and clock hours when an individual agent is eligible to receive routed business calls. They support split shifts, weekend coverage, and overnight schedules. Outside the defined slots MyOperator automatically skips the agent and moves to the next rule (another agent, the department queue, or voicemail).

2. Step-by-step: configure timings in Advanced Settings

  1. Log in as an Admin or Manager at in.app.myoperator.com.
  2. Select Manage → Users from the left-hand menu.
  3. Find the target team member and click Edit (or choose Edit from the ⋮ options menu).
  4. Scroll down and click to expand Advanced Settings.
  5. Under Time schedule to receive calls, choose the working Days and enter the Shift start and Shift end times.
  6. To create split shifts, click + Add New Slab and define additional windows for the same day.
  7. For 24 × 7 coverage, select All Days and set the range from 12:00 AM to 12:00 AM (do not select 12:00 PM as the end time).
  8. Click Save to apply the schedule.

3. Ready-made schedule examples

  • Weekday split shift: Mon–Fri 09:30 AM–01:30 PM and Mon–Fri 02:30 PM–06:00 PM
  • Weekend on-call: Sat 10:00 AM–02:00 PM and Sun 10:00 AM–02:00 PM
  • Overnight coverage (across midnight): Daily 10:00 PM–11:59 PM and Daily 12:00 AM–06:00 AM

4. System dependencies & best practices

  • Call Availability toggle: The user’s main Call Availability under Manage → Users must be ON; a schedule alone never rings the phone.
  • Department mapping: Map the user to the required queue under Manage → Departments, otherwise calls will bypass them.
  • IVR Business Hours: Global open/close prompts are set in Call → Design Callflow; if IVR hours are closed, individual user timings have no effect.
  • Ring duration: How long a call rings before hopping (≈25 seconds by default) is configured in Manage → Departments → Department settings, not in the user record.

5. Troubleshooting & contacting support

If agents do not receive calls during their scheduled windows or receive calls outside those windows:

  • Email support@myoperator.com or call 08129-81029 / 092129 92129.
  • Provide your Business Account Number (BAN), the affected User Mobile Number / User ID, and 4–5 plain-text Call UIDs of recent examples.

6. What support and account management do internally

  • Support team verification: Confirm BAN and Service Number, review the user’s schedule, time-zone, and Call Availability status; check department mapping and IVR hours; inspect Logs → All Calls to see whether the user was marked Rung or Skipped.
  • Account Manager (AM) escalation: Support handles all technical checks. A callback is logged for the AM only when the client specifically demands it. The AM manages any seat-addition or license expansion that new schedules require.

Keywords

user receiving timings, time schedule to receive calls, split shift, weekend on-call, overnight coverage, Call Availability toggle, IVR business hours, Manage → Users Advanced Settings, Route Switch, MyOperator support