I want to host a call centre on MyOperator, how can I do that?

I want to host a call centre on MyOperator, how can I do that?

You can set up a cloud-based call center on MyOperator in minutes—no hardware or complex IT setup needed. Here’s a step-by-step guide.

On this page

  • Prerequisites
  • Architecture at a glance
  • Quick start: set up your call center (10 steps)
  • Copy-paste assets (IVR script, hours, ring strategy)
  • Expected result (how to verify success)
  • Troubleshooting & edge cases
  • Optimize & scale
  • Related articles
  • FAQ

Prerequisites

  • MyOperator account with permission to add numbers, IVR, users, and teams.
  • At least one virtual or toll-free number (port or purchase).
  • Stable internet for agents; headsets recommended.
  • Operating hours defined (business hours, holidays, after-hours).
  • If integrating a CRM/helpdesk, have admin access ready.

Architecture at a glance

Caller → Virtual/Toll-free Number → IVR → Queue → Agent (Web/Mobile)                                  ↘ Recording/Analytics → Reports/CRMWebCall (browser) → IVR → Queue → Agent

Alt text: Flow from phone/web into IVR, then queues/agents, with recordings and analytics to reports/CRM.
Caption: Typical MyOperator call-center flow.

Quick start: set up your call center (10 steps)

  1. Sign up & add a number
    Go to Dashboard ▸ Numbers ▸ Add Number → choose Virtual or Toll-free. (For porting, see Related articles.)
  2. Create departments & teams
    Users & Teams ▸ Teams ▸ New Team → create Sales, Support, Billing.
  3. Add agents & roles
    Users & Teams ▸ Add User → assign Agent/Supervisor/Admin, extensions (e.g., 101, 102), and business hours.
  4. Build your IVR
    Dashboard ▸ IVR ▸ New IVR → add menu 1-Sales, 2-Support, 3-Billing. Upload greeting or use TTS.
  5. Attach IVR to the number
    Numbers ▸ [Your Number] ▸ Routing ▸ Select IVR → Save.
  6. Configure queues & ring strategy
    Queues ▸ New Queue → pick round-robin or least-idle; set max ring time (e.g., 20s) and failover to voicemail/overflow team.
  7. Enable recordings & compliance
    Settings ▸ Recording ▸ Enable → choose retention; add consent line in IVR if required.
  8. Set up WebCall (optional)
    Channels ▸ WebCall ▸ Enable → add the generated widget to your site → map to the same IVR.
  9. Integrate your CRM/helpdesk (optional)
    Integrations ▸ CRM/Helpdesk → select Zoho / Salesforce / HubSpot / Freshdesk → authorize → map fields.
  10. Test end-to-end & go live
    Place two test calls per menu option (office hours & after-hours). Confirm: IVR prompt, queue behavior, agent device rings, recording saved, CRM record created.

Copy-paste assets (IVR script, hours, ring strategy)

Sample IVR greeting (with consent)

“Thanks for calling [Your Company]. Press 1 for Sales, 2 for Support, 3 for Billing. Calls may be recorded for quality and training. To repeat this menu, press 9.”

Business hours template (paste into scheduler)

Mon–Fri: 09:00–18:00Sat: 10:00–14:00Sun & Holidays: Closed → Voicemail/Callback QueueTimezone: IST (UTC+05:30)

Queue ring strategy (starter config)

Strategy: Round-robinAgent ring time: 20sMax queue wait: 180sMusic/comfort message: Enabled (every 30s)Overflow after: 3 cycles → Voicemail with transcription → Create CRM task

Expected result (how to verify success)

  • Routing: Each IVR option lands in the correct queue; overflow goes to voicemail/backup team.
  • Reachability: At least 1 agent per team receives calls during business hours.
  • Recording & logs: New entries appear in Dashboard ▸ Reports with durations and recordings playable.
  • CRM sync: New call/lead/ticket is created with caller ID and disposition (if integrated).
  • After-hours: Calls follow your schedule to voicemail or callback queue.
Definition of “go-live ready”: 10 successful test calls covering all IVR paths (business hours + after-hours), all recordings accessible, and at least one CRM sync verified.

Troubleshooting & edge cases

  • Agents not ringing → Check agent status (Available), browser/device permissions, and business hours.
  • IVR loops/dead ends → Ensure every option points to a queue/agent/voicemail; set a timeout fallback.
  • Poor audio quality → Prefer wired network; close heavy apps; verify headset; test WebCall vs mobile.
  • Missed calls spike → Lower max queue wait, add agents, or enable overflow to secondary team.
  • Number porting delays → Use a temporary virtual number and rewrite IVR when port completes.
  • Compliance → Add consent line; adjust recording retention per policy.

Optimize & scale

  • Dashboards: Review Reports ▸ Calls/Agents daily for load and SLAs.
  • Alerts: Configure missed-call or queue-wait alerts to Slack/email.
  • Coaching: Enable live call monitoring/whisper/barge where permitted.
  • Workforce: Use least-idle or skill-based routing for specialized teams.
  • WebCall only teams: Reduce mobile dependency in secure environments.

FAQ

What is IVR?
Interactive Voice Response—the menu callers hear (e.g., “Press 1 for Sales…”).

Which ring strategy should I start with?
Use round-robin for even distribution; switch to least-idle for performance-based load.

Can I run WebCall-only operations?
Yes. Enable WebCall and route through the same IVR/queues; ensure network quality.

How many agents do I need to start?
Minimum 1 per team; add more if max queue wait > 120s during peak hours.

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