If an agent opts out of receiving a call, can they receive direct extension calls?

If an agent opts out of receiving a call, can they receive direct extension calls?

⚡Quick Answer -

No. When an agent sets their Availability status to Opt Out, all inbound calls—including those dialled through the agent’s personal extension—are blocked for that agent.

When to Use This Guide

Use these steps if you:

  1. Need certain agents to take only high-priority calls while ignoring the queue, or
  2. Want agents to receive direct extension calls while opting out of other traffic.

1. 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.

2. Prerequisites

  • Role: You must be an Admin or Team Lead in MyOperator.
  • Plan: Opt-out controls are available on Standard plans and higher.
  • Access: Agent must be logged in to the MyOperator web dashboard or mobile app.

3. 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)

4. How to change the Opt-out settings

Step

Action

Result

1

Go to Settings › Agents and select the agent’s name.

Agent profile opens.

2

Click set call Availability

Opt-out options are shown (ON/OFF).

3

Click Save.

Settings applied instantly (⟲ no logout needed).

image.png

image.png

Alt text: Set Toggle ON or OFF

5. Expected Outcome

  • Queue calls → Skipped for the opted-out agent.
  • Direct calls to <Agent Ext> → Ring normally on the agent’s device.
  • Call Logs: Status shows “Skipped – Opted Out” for the queue, “Answered” for extension calls.

6. Edge Cases & Limitations

Scenario

What Happens

Work-around

Agent is in Do Not Disturb

All calls blocked, overriding extension rule.

Disable DND first.

Extension dialled via IVR

Follows the same ruleset; will ring if allowed.

N/A

Agent uses Forward-to-Mobile

Forward respects opt-out; extension calls still forward.

Ensure mobile number verified.

7. Troubleshooting

Symptom

Cause

Fix

Extension call goes to voicemail

Agent still fully opted out.

Repeat steps 1-5 above.

Agent sees “Insufficient Rights”

Not an admin/team lead.

Ask the admin to change the settings.

8. Next Steps / Escalation

If you still can’t route extension calls:

  1. Download a Call Log CSV (Reports › Call Details › Export).
  2. Email the file with the agent’s ID to support@myoperator.com
  3. Our support SLA is 4 business hours.