What are the different methods of Call routing/distribute call volume available in MyOperator?

What are the different methods of Call routing/distribute call volume available in MyOperator?

MyOperator offers three primary routing methods—Serial (ordered sequence), Simultaneous (ring-all, up to 5 users), and Balanced (round-robin)—to distribute incoming calls across agents. You can also layer advanced variants via IVR/conditions: Time‑based, Location‑based, Contact‑based, and Sticky Agent (send returning callers back to the same agent). Configure these in Manage → Departments → (Select Department) → Callflow / Routing.

Table of contents

Who this is for

Admins and supervisors who manage Departments/Teams and want predictable, fair, or fast call distribution based on business goals.

Before you start (prerequisites)

  1. You can sign in to the MyOperator dashboard as Admin/Super Admin.
  2. Your Departments and Users are created, mapped, and active.
  3. You know your target outcome: fastest answer, equal workload, or strict sequence.
Tip: Set user ring‑time to 20–30 seconds so agents have enough time to answer.

Routing methods (primary options)

Serial routing (ordered sequence)

What it does: Rings users one by one in a fixed order (A → B → C → …). Proceeds to the next user if the current one doesn’t answer within the ring‑time.

When to use: Clear hierarchy or escalation sequence; small teams with a “primary → backup” approach.

Configure: Manage → Departments → (Department) → Callflow/Routing → Serial. Use drag‑and‑drop to set the order.

Pro tips:

  • Keep ring‑time at 20–30s.
  • Place your most available agent first; review order monthly.

Simultaneous routing (ring-all, up to 5)

What it does: Rings all selected users at once (limit up to 5). The first to answer connects.

When to use: High urgency, fastest pickup trumps fairness; service desks with strong coverage.

Configure: Manage → Departments → (Department) → Callflow/Routing → Simultaneous. Select up to 5 users.

Pro tips:

  • Ensure users keep Call Availability = ON and phones off DND.
  • Avoid very short ring‑time; allow 20–30s for a realistic pickup window.

Balanced routing (round-robin)

What it does: Distributes calls evenly among available users in turn.

When to use: Fair workload distribution across a larger team; sales/SDR pods and support queues.

Configure: Manage → Departments → (Department) → Callflow/Routing → Balanced (Round‑robin).

Pro tips:

  • Combine with Sticky Agent for returning customers (see below).
  • Monitor performance dashboards monthly to adjust team size.

Advanced variants (via IVR/conditions)

Time-based routing

Route by business hours, shift windows, or holidays. Example: Day shift → Sales Pod A; Night shift → After‑hours team/voicemail.

Configure: Manage → Design Callflow → IVR/Conditions → Time‑based branches; set Working Hours/Holiday rules.

Location-based routing

Route by caller’s region/circle to the nearest branch or regional team.

Configure: Manage → Design Callflow → IVR/Conditions → Location‑based rules; map regions to Departments.

Contact-based routing

Personalize routing using CRM/contact attributes (e.g., VIP, existing customer → Account Manager team).

Configure: Manage → Design Callflow → IVR/Conditions → CRM/Contact rules; map conditions to Departments.

Sticky Agent routing

Reconnect returning callers to the same agent they spoke with previously to improve continuity.

Configure: In the Department/Callflow settings, enable Sticky Agent (where available). Use Balanced as the base distribution.

Step-by-step: Choose or change a routing method

  1. Sign in to MyOperator.
  2. Go to Manage → Departments and select the target Department/Team.
  3. Open Callflow / Routing.
  4. Choose Serial, Simultaneous, or Balanced (Round‑robin).
  5. If Serial, drag‑drop to set agent order. If Simultaneous, select up to 5 users.
  6. Set Ring‑time = 20–30s; confirm Call Availability is ON for listed users.
  7. (Optional) Enable Sticky Agent and/or add Time/Location/Contact branches in Design Callflow.
  8. Save, then place test calls to validate behavior.

Quick comparison table

Method

How it distributes

Best for

Notes

Serial

A → B → C (ordered sequence)

Escalation/priority models

Use drag‑and‑drop; set 20–30s ring‑time.

Simultaneous

Ring all selected at once (up to 5)

Fastest answer

Ensure Availability=ON; avoid too short ring‑time.

Balanced (Round‑robin)

Next available user in turn

Fair workload

Combine with Sticky Agent for repeat callers.

Time‑based

Branch by shifts/hours/holidays

After‑hours/24×7 coverage

Configure in Design Callflow.

Location‑based

Route by caller region/circle

Multi‑region teams

Map regions → Departments.

Contact‑based

Route by CRM/VIP flags

Account ownership

Needs contact/CRM integration.

Sticky Agent

Return to last‑handled agent

Continuity/CSAT

Works best with Balanced base.

Best practices

  • Define goals first: Speed vs fairness vs ownership continuity. Choose the method that aligns.
  • Right‑size teams: Too few users on Simultaneous can create missed calls; too many on Serial can slow pickup.
  • Ring‑time discipline: Keep 20–30s; shorter windows cause avoidable misses.
  • Availability hygiene: Train agents to keep Call Availability = ON when ready to receive calls.
  • Test after changes: Make 2–3 test calls after any routing edit.
  • Review monthly: Check call distribution/SLAs; tweak methods or team composition accordingly.

What success looks like

  • Calls are answered within target SLA and distributed according to plan (fastest/fair/owned).
  • Missed calls drop after adjusting ring‑time and availability.
  • Returning callers reach their previous agent when Sticky Agent is on.

Troubleshooting & edge cases

No one is ringing in Simultaneous
• Verify you selected ≤ 5 users, all with Availability = ON.

Uneven load in Balanced
• Check if some users are Unavailable or on DND; round‑robin only includes available users.

Serial feels slow
• Shorten the list or move high‑availability users to the top; ensure ring‑time is reasonable (20–30s).

Peak‑hour misses
• Add users to the Department, raise ring‑time slightly, or use Simultaneous during peaks.

Post‑change anomalies
• Place test calls, then review Call Logs to confirm routing behavior.

Still stuck?
• Share 2–5 recent call IDs (timestamp, last 4 digits, department) with Support for analysis.

FAQ

Can I mix methods?
Yes. Use a primary method per Department, and add Time/Location/Contact branches or Sticky Agent as needed.

What is the max for Simultaneous?
Up to 5 users ring at once in a Department.

Does Sticky Agent work with Serial?
It can, but Balanced + Sticky provides the most consistent experience for returning callers.

Will changing methods affect billing?
Routing choices don’t change plan pricing; standard call charges apply.

Where do I reorder agents for Serial?
In the Department → Callflow screen (drag‑and‑drop list).

Related articles

  • How can I add users to Departments and choose a routing method?
  • Why am I not getting IVR calls on my mobile? (Missed calls)
  • How to prevent call drops and improve call quality
  • Filter and export Call Logs
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