Short answer: No. When a user is opted out of receiving calls, they are not eligible to receive calls from any MyOperator inbound path—including direct extension dialing, IVR routing, ring groups/queues, or attended/warm transfers.

Contents

• What “opting out of calls” means
• What is blocked vs allowed
• How to confirm opt‑out is active
• Change the setting later
• Edge cases & expected behavior
• Troubleshooting
• Get help (template)

What “opting out of calls” means

Turning Call Reception off on a user profile marks that user as non‑routable for inbound calls. MyOperator will skip the user wherever call distribution would otherwise include them.

What is blocked vs allowed

Blocked (inbound):

• Direct extension dialing to the user’s extension
• IVR/menu routing to a department or user
• Ring groups/queues (round robin, first‑available, etc.)
• Transfers (blind or warm) targeting the user
• Call pickup targeted to the user

Still allowed:

• Outbound calls placed by the user (if their role allows calling)
• Voicemail delivery to the user’s mailbox (if configured as a fallback)
• Panel access/analytics (if they are a Pro user)

Note: Opt‑out affects MyOperator‑routed calls. Calls placed outside the platform directly to a personal SIM/number are not controlled by this setting.

How to confirm opt‑out is active

1. Open Manage → Users and select the user.
2. In Call Preferences/Advanced Settings, verify Call Reception = OFF (naming may vary).
3. Place a test call to the user’s extension or to a department/queue that includes the user.
4. Check Call Logs:
• The user should not appear as a ringing endpoint.
• The call should skip the user and follow your fallback (next agent, queue, or voicemail).

Success criteria: No ring attempts to the opted‑out user; call proceeds to the defined fallback without delay.

Change the setting later

Admins can re‑enable call reception at any time:

1. Go to Manage → Users → (Select user).
2. Set Call Reception = ON and Save.
3. (If the user should ring in teams) Confirm they are members of the relevant departments/queues and that availability windows cover operating hours.

Edge cases & expected behavior

• Member of multiple departments: The user is skipped in all departments while opted out.
• Warm transfer to the user: The transfer fails over to the next step in your callflow (e.g., back to queue/voicemail) rather than ringing the user.
• Time‑based rules: Opt‑out takes precedence over business‑hour rules; the user won’t ring in any window.
• Queue metrics: The user’s missed/answered counts won’t increase while opted out; overall queue metrics may show a higher distribution to remaining members.
• Voicemail fallback: If a department routes to the user’s personal voicemail, the call can still land there—even though ringing is blocked.

Troubleshooting

• The user still rings:
• Confirm Call Reception = OFF and Save was applied.
• Ensure there are no duplicate user records or alternate forwarding numbers in the flow.
• Check that Publish was done for any callflow edits affecting routing.
• Calls vanish instead of following fallback:
• Verify department/queue fallback (next agent, operator, voicemail) is configured.
• Review no‑input/wrong‑input behavior at the IVR node.
• User cannot make outbound calls:
• Opt‑out only blocks inbound. If outbound fails, check role/permissions, credit/SIP status, or device setup.

Get help (template)

Copy and send this to your internal support/administrator:

Subject: Opt‑out behavior check – <Account/Workspace>User: <Full name / User ID>Extension: <###>Current setting: Call Reception = OFF (opt‑out)Symptoms: <e.g., still ringing in Sales queue / transfer fails unexpectedly>Call timestamps (IST): <YYYY‑MM‑DD HH:MM>, <YYYY‑MM‑DD HH:MM>Expected vs observed: <brief description>Screenshots: <Users → Call Preferences, Call Logs>