How do I enable and configure the DID Callback feature in MyOperator?

How do I enable and configure the DID Callback feature in MyOperator?

Quick Answer
By default, DID callback calls are routed through the Incoming IVR Call Flow. DID Callback is an optional feature that, once enabled, lets a customer’s return call on a fixed outbound DID skip your IVR and ring the same agent who previously handled the call, as long as the customer calls back within the callback window (15 minutes to 48 hours, set by you). After the window, the call follows the standard Incoming IVR flow. You cannot turn it on yourself: Support must raise a ticket with Tech Support to enable it, and only then can you fine-tune the window.

What is DID Callback?

When an agent places an outbound call from any fixed DID number, the platform stores that agent–customer pair for a limited window. If the customer dials the same DID within that window, the call ignores the general IVR and routes straight to the originating agent. Without the feature, callback calls follow the Incoming IVR Call Flow like any other incoming call.

DID Callback Behavior

By default, DID callback calls are routed through the Incoming IVR Call Flow.
If the customer requires callback calls to be routed to the same agent who previously interacted with the customer, the Support Team must raise a ticket with Tech Support to enable this feature.

Callback Routing Logic
• If the customer calls back within the callback window (15 minutes at minimum, up to a maximum of 48 hours), the call is routed to the same agent who previously handled the call.
• If the callback is received after the window ends (after 48 hours at the latest), the call follows the standard Incoming IVR flow.

Backend Activation Requirement

You cannot switch on DID Callback yourself. The Support Team must raise a backend enablement ticket to Internal Tech Support. Activation normally completes within 2 business hours. Only after Support confirms completion can you adjust the callback timer.

Client Steps to Request Activation

  1. Contact Support at support@myoperator.com or call 08129-81029 / 092129 92129.
  2. Provide your Business Account Number (BAN) or Service Number and list every outbound fixed DID that needs the feature.
  3. Wait for the confirmation email that backend provisioning is finished.

Configure the Callback Duration

  1. Log in as an Admin at in.app.myoperator.com.
  2. Open Call Design > Callflow and select your Primary Call Flow.
  3. Click Advanced Settings, then open Call Setting.
  4. Find “Callback Duration / DID Callback.”
  5. Select a window between 15 minutes (minimum) and 48 hours (maximum).
  6. Click Save, Publish and Confirm.

Callbacks received within this window ring the same agent; callbacks received after it follow the standard Incoming IVR flow.

Testing After Activation

  1. Place a brand-new outbound call to any external number. Outbound calls made before activation will not qualify for direct callbacks.
  2. Ask the recipient to call back immediately and confirm that the call rings the same agent.
  3. Make sure the agent’s Call Availability toggle is ON in Manage Users; otherwise, the callback will follow the standard Incoming IVR flow.

Support & Account Manager Workflow

When your request arrives, Support will:
  1. Validate your BAN / Service Number and the fixed DID list.
  2. Open a Child Ticket in Zoho Desk to Internal Tech Support (status “Tech Support Awaited”) or email tech.support@myoperator.co.
  3. Include BAN, outbound fixed DIDs, the explicit phrase “enable DID Callback,” and any error screenshots.
  4. Notify you after enablement and walk you through the Callback Duration setting.

Account Managers are not involved unless you explicitly demand strategy or plan discussions; Support handles all technical checks and plan eligibility.

Escalation to Tech Support for Routing Failures

If DID Callback is shown as enabled and the window is set, yet customer callbacks made within the window still drop or land in the main IVR, Support escalates to Internal Tech Support for log-level diagnosis. The escalation ticket must list:
• Your BAN and Service Number
• Each outbound fixed DID involved
• The agent extension that should receive the callback
• Four to five recent Call UIDs (plain text) of failed attempts

Tech Support checks backend agent-mapping logs and database session states tied to the outbound DID to isolate and fix the mismatch.

Keywords
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