What is a “line” in MyOperator and how do I know when to add more?
⚡Quick answer -
A line is one concurrent call path. Each live call—whether inbound or outbound—occupies one line. If you have 10 lines, you can handle up to 10 simultaneous calls (queuing, IVR, or talking). When all lines are busy, additional inbound calls fail as Lost Calls and outbound dials are blocked.
When should I use this guide?
Use these steps if you want to:
• find your current line pool and utilisation,
• understand how lines are shared between inbound and outbound, and
• decide when to purchase more capacity.
1 — Key definitions
Term | Meaning |
Line / Channel | One simultaneous call path (IVR, queue, ringing, talk). |
Shared pool | Inbound and outbound use the same lines. |
Lost Call | Inbound call rejected because no free line existed. |
Peak utilisation | Highest lines in use at any moment. |
2 — Prerequisites
• Admin or Billing role.
• Access to Dashboard → Analytics → Concurrent Calls and System Logs → Lost Calls.
• Plan limits—some plans cap total lines.
3 — How lines are consumed (workflow)
Alt-text: “Inbound and outbound share the same line pool; if pool is full, new callers are rejected as Lost Calls.”
4 — Check current line usage (step-by-step)
- Log in to the MyOperator Web Panel with your registered credentials.
Alt text: Dashboard
- From the top-right corner of the dashboard, click Account Options
Alt text: Click the Accounts option
- In the dropdown, click the green Account Usage button. (usually your profile icon).
Alt text: Checking the Account usage
- What you’ll see
- Features — Items in your plan, such as IVR, which stands for Interactive Voice Response, Minutes SMS IVR. (automated call menus).
- Total — Units included in your plan (for example,
- Used — Units consumed in the 10,000 minutes current billing cycle.
- Billing cycle: the start-to-renewal period for your plan.
- Next Billing Date — When your cycle renews.
- Last updated — Timestamp showing when usage was last processed.
5 — How to add more lines
Connect with the relevant POC through Support and get your plan upgraded to have more channel lines.
6 — Edge cases & flip-side limits
• Transfers/conferences briefly use extra lines—leave 10 % headroom.
• Outbound dialer can starve inbound—throttle during peaks.
• Plan caps—some legacy plans lock at 8 or 12 lines; upgrade required.
• Long IVR / queue time holds lines; enable callback to release capacity.
7 — Troubleshooting matrix
Symptom | Likely cause | Quick fix |
Lost Calls spike at lunch | Agents break + outbound campaigns | Pause dialer; add lines |
Inbound rings, then busy tone | All lines busy | Buy more lines or re-route overflow |
Outbound fails randomly | Dialer hits max channels | Lower concurrency; add lines |
Line graph flat at max | Plan cap reached | Upgrade plan |
Keywords - MyOperator line, call channel, concurrent calls, lost call, add more lines, capacity planning
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