Quick Answer
You can change your account’s outgoing calling mode at any time from the MyOperator dashboard by signing in as an Admin or Owner, navigating to Call > Outgoing > Call Settings (Way of Outgoing Call), clicking Edit, selecting One-Way or Two-Way, and clicking Save; Two-Way is required for web-panel, Click-to-Call, Chrome Extension or CRM dial-outs, while One-Way is meant for direct dialing from the MyOperator Mobile Dialer App.
1. What each mode does
Outgoing calling mode decides who the system rings first and how many channel lines are consumed.
| Feature / Behavior | One-Way Calling | Two-Way Calling |
|---|
| Call Mechanism | Agent dials directly via the MyOperator Mobile App using the assigned virtual/DID number. | System creates two call legs: Leg 1 to the agent, Leg 2 to the customer after the agent answers. |
| Primary Use Case | MyOperator Mobile Dialer App, web page | Web page API, Laptop Click-to-Call, Chrome Extension, CRM/API integrations, Bulk Calling |
| Channel Consumption | 1 channel line per active call. | 2 channel lines simultaneously (1 for Agent + 1 for Customer). |
| Anonymous Dialing | ❌ Not Supported | ✅ Supported |
| Bulk Calling | ❌ Not Supported | ✅ Supported |
2. Step-by-step: change the mode (Admin self-service)
- Log in at in.app.myoperator.com with an Admin/Owner account. Regular Call Agent profiles cannot see this setting.
- Select Call on the left-hand menu and click Outgoing.
- Scroll to Call Settings (Way of Outgoing Call) and click Edit.
- Choose the required option: select Two-Way Calling and make sure Dial First is set to User so the agent rings first; or select One-Way Calling for direct mobile-app dialing.
- Click Save.
Important: If you ever deactivate and reactivate Click-to-Call, the system reverts to One-Way by default. Always return to this screen after any feature reset to confirm your selection.
3. Recognising and fixing common errors
- If a web-panel or CRM call shows the message “Caller ID is X, dial X to connect” but your phone never rings, you are still on One-Way. Switch to Two-Way (Dial First: User) and test again.
- When Two-Way is enabled, each simultaneous call consumes two channel lines. High-volume accounts may hit busy tones—contact your Account Manager for extra channels.
If calls still fail after switching mode:
- Email support@myoperator.com or call 08129-81029 / 092129 92129.
- Provide your Business Account Number (BAN) or Service Number, the agent phone numbers affected, the mode currently selected, and 4–5 recent plain-text Call UIDs of failed tests.
5. What the support & account teams do internally
Support verification & guided troubleshooting
- Confirm BAN/Service Number and that the client is logged in as Admin/Super-Admin.
- Check Way of Outgoing Call (Two-Way with Dial First: User for web, One-Way for mobile).
- Reset Click-to-Call under Call > Outgoing > Click to Call, re-select the outbound Caller ID, then clear backend cache by opening Call Design > Callflow > Advanced Settings > Route Settings and clicking Switch Route.
Account Manager hand-off for capacity
- If Two-Way causes line congestion, Support tags the assigned Account Manager.
- The AM arranges commercial add-ons: extra channel lines, CRM packages, or plan upgrades.
Escalation to Internal Tech Support
- If mode and route are confirmed but calls still drop or suffer one-way audio, Support creates a Child Ticket in Zoho Desk or emails tech.support@myoperator.co.
- The ticket must list the BAN, Service Number, selected mode, user numbers, steps already taken, and 4–5 failed Call UIDs.
- Escalation trigger: outbound SIP trunk errors or gateway response failures after configuration.
Keywords
One-Way calling, Two-Way calling, Way of Outgoing Call, Dial First User, Click-to-Call reset, channel lines, mobile dialer, web panel, CRM, MyOperator support