If a user opts out to receive a call, can he receive direct extension calls?

If a user opts out to receive a call, can he receive direct extension calls?

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.

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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>