How to change the dialing sequence of my users in a department on the MyOperator panel?

How to change the dialing sequence of my users in a department on the MyOperator panel?

⚡Quick answer -

Set a serial dialing sequence so calls try users one-by-one in the exact order you arrange.

1. Prerequisites

  • Access: You’re an Admin (or a role that can edit Manage → Departments).
  • Where: Use the web dashboard.
  • Department membership: The users you want to order are already added to the Department.

Video walkthrough


2. Step-by-step: Set the dialing order (Serial)

  1. Sign in to your MyOperator dashboard.
  2. Go to Manage → Departments.
  3. Find your Department and click Edit (or Add New to create one).
  4. Open Department Setting for Call Flow.
  5. Under Dialing strategy, select Serial-wise in order to dial all selected users.
  6. In the Users list, drag and drop to rearrange users into your preferred order (top = first to ring).
  7. Click Save to apply changes. If your account requires publishing, click Save/Publish at the top.

3. Verify the new order

  1. Place a test call to the number that routes to this Department.
  2. Let User 1 ring for a few seconds, then decline or don’t answer; confirm it proceeds to User 2, then User 3.
  3. Check Reports/Call Logs to see the call attempted users in the order you set.

Expected result: The call rings users exactly in your configured sequence.

4. Notes & limitations

  • Ring timeout matters: Calls move to the next user based on your Department’s ring timeout.
  • Unavailable users: If a user is unreachable (e.g., device offline or DND), the call continues to the next user.
  • Multiple Departments: Reorder users per Department; orders don’t carry over.

5. Troubleshooting

I can’t drag and drop users

  • Ensure you’re editing the correct Department and have edit permissions.
  • Try a standard zoom level (100%) and a desktop browser.

A user isn’t appearing in the list

  • Add them to the Department in Manage → Departments → Members.
  • Ensure the user has a valid reachable phone/device configured in their profile.

Calls skip the first user

  • Increase the ring timeout in Department call-flow settings.
  • Check whether the user is busy, in wrap-up, or DND.
  • Confirm their device/number is active and correct.