MyOperator is a cloud-based call management and unified communication platform that routes calls via IVR, records and tracks performance, and unifies phone, WhatsApp, and web calls—without on-prem PBX hardware.

On this page

• When to use MyOperator
• Key capabilities
• Prerequisites
• Quick start (7 steps)
• Expected result
• Limitations & compliance notes
• Troubleshooting
• Who uses it
• Related articles
• FAQ (short)

When to use MyOperator

Use MyOperator when you need to:

• Route inbound calls to the right team using an IVR.
• Replace physical PBX with a scalable, software-based system.
• Track missed calls, agent performance, and campaign attribution.
• Offer toll-free or virtual numbers, protect privacy with call masking.
• Engage customers on WhatsApp and enable one-click web calling.

Key capabilities

• IVR system: Menu-based routing to departments, teams, or agents.
• Cloud EPABX: Software routing and distribution—no hardware racks.
• Call tracking & analytics: Volumes, SLAs, missed calls, agent metrics.
• Call recording: For QA, training, or compliance.
• Toll-free & virtual numbers: Professional single contact point.
• Call masking: Hide personal numbers in delivery or marketplace flows.
• Mobile apps: Manage users and reports via Android/iOS.
• Role-based access: Grant least-privilege, audit by role.
• CRM integrations: Zoho, HubSpot, LeadSquared, and more.
• WhatsApp Business API: Team inbox, automations, campaigns, chatbots.
• WebCall: Browser-based voice from your website, routed via IVR.

How it works (at a glance)

Caller → Virtual/Toll-free Number → IVR → Queue/Agent                                   ↘ Recordings/Analytics → Dashboard/CRMWebCall → Browser → IVR → AgentWhatsApp → Team Inbox → Automation → Agent/CRM

Alt text: High-level flow from caller or web/WhatsApp into IVR, then to agents with analytics.
Caption: MyOperator routes voice/chat to agents and logs activity to reports/CRM.

Prerequisites

• An active MyOperator account and at least one virtual or toll-free number.
• Stable internet for agents (VoIP quality depends on bandwidth and latency).
• A modern browser (Chrome/Edge/Firefox) or the mobile app.
• For WhatsApp Business API: a verified business and a WhatsApp-enabled number.
• Permissions: ability to add users, assign roles, and edit IVR.

Quick start (7 steps)

1. Sign in and add a number
   Go to Dashboard → Numbers → Add Number and choose Virtual or Toll-free.
2. Create your IVR
   Navigate to Dashboard → IVR → New IVR. Add menu options like 1-Sales, 2-Support.
3. Add agents and teams
   Users & Teams → Add User. Assign roles (Agent, Supervisor, Admin) and business hours.
4. Attach IVR to the number
   Numbers → [Your Number] → Routing → Select IVR. Save changes.
5. Set recordings & retention
   Settings → Recording → Enable. Choose retention that meets your compliance needs.
6. Connect your CRM (optional)
   Integrations → CRM → Select Zoho/HubSpot/LeadSquared. Authorize and map fields.
7. Test end-to-end
   Place a test call. Confirm IVR prompts, agent ring, recording, and CRM lead creation.

Copy-paste sample IVR prompt

“Thanks for calling [Your Company]. Press 1 for Sales, 2 for Support, 3 for Billing. To hear this menu again, press 9.”

Copy-paste WhatsApp template (example)

Template name: order_update_1Message: Hello , your order has shipped. Track here: 

Sample webhook payload (call completed)

{  "event": "call.completed",  "call_id": "CLL-12345",  "from": "+1-202-555-0142",  "to": "+1-202-555-0199",  "duration_sec": 312,  "disposition": "answered",  "recording_url": "https://.../recordings/CLL-12345.mp3",  "agent_id": "AG-009"}

Expected result

After completing the steps, you should be able to:

• Receive calls on your virtual/toll-free number and navigate the IVR.
• See calls, recordings, and durations in Dashboard → Reports.
• View new leads or tickets in your connected CRM.
• Place/receive web calls and respond to WhatsApp messages (if enabled).

Limitations & compliance notes

• Internet dependency: WebCall and softphone usage require stable bandwidth.
• Number availability: Virtual/toll-free availability can vary by country/region.
• Recording laws: Obtain consent where required. Configure retention accordingly.
• WhatsApp API policies: Template approval and opt-in rules apply.
• Security: Hosted on AWS, SSL encryption, ISO/IEC 27001:2013 compliant.

Troubleshooting

• Agents not ringing: Check business hours, Do Not Disturb, and device permissions.
• IVR loops or dead ends: Confirm every menu option has a destination or fallback.
• No recordings: Verify recording is enabled and storage quota isn’t full.
• CRM not updating: Re-authorize the integration and re-map fields; check API limits.
• Poor audio quality: Switch to wired connectivity, close heavy apps, and test again.

Who uses it

• Customer Support: High-volume inbound routing with ticketing integrations.
• Sales: Call logs, recordings, and CRM sync for fast follow-ups.
• Delivery & Logistics: Number privacy with call masking and geo-routing.
• Franchises & Multi-location: Central reporting across regions.

FAQ

Q1. Does MyOperator replace my on-prem PBX?
Yes. Cloud EPABX provides routing, queues, and analytics without hardware.

Q2. Can I record calls for QA?
Yes. Enable recording in Settings → Recording and set retention.

Q3. Do you integrate with my CRM?
Yes. Popular CRMs include Zoho, HubSpot, and LeadSquared.

Q4. Can customers call from my website?
Yes. Enable WebCall to accept browser-based calls via your IVR.

Q5. How do I keep numbers private?
Use Call Masking to hide personal numbers between agents and customers.