What’s the difference between Incoming Calls and Outgoing Calls components in MyOperator?

What’s the difference between Incoming Calls and Outgoing Calls components in MyOperator?

Short answer:

  • Incoming Calls = customers call you (via your DIDs/IVR) → routing to agents/queues.
  • Outgoing Calls = your team calls customers (manual dial, click-to-call, autodialer).
    They’re tracked and reported separately so you can isolate issues and act faster.

On this page

  • Definitions & scope
  • Comparison table
  • How to check which component is affected (Status Page)
  • Triage steps when something breaks
  • Edge cases & notes
  • Examples
  • Related articles
  • Support template
  • Schema markup

Definitions & scope {#definitions}

Incoming Calls

  • Calls received on your virtual numbers (DIDs).
  • Includes IVR greeting/menu, skill-based routing, agent/queue distribution, missed-call alerts, voicemail.

Outgoing Calls

  • Calls initiated by your team using MyOperator.
  • Includes manual dial-outs, Click-to-Call/Web Call, and autodialer/campaign calls.

Comparison table {#comparison}

Area

Incoming Calls

Outgoing Calls

Who starts the call

Customer

Your agent/system

Typical features

DID, IVR, queues, voicemail

Dialer, click-to-call, campaigns

Common symptoms when impacted

Customers can’t reach you; IVR/queue failures; many missed calls

Agents can’t place calls; click-to-call fails; campaigns pause

Primary logs to check

Call Logs → Direction: Inbound

Call Logs → Direction: Outbound

Status Page label

e.g., Incoming — North

e.g., Outgoing — North

Usual owners

Support/Operations

Sales/Collections/Success

How to check which component is affected (Status Page) {#check-status}

  1. Open Status Page → Components.
  2. Look for incident banners under Incoming or Outgoing (by region).
  3. Open the incident to view start time, scope/region, and current status.
  4. Map it to your teams and adjust workflows (see triage below).

Triage steps when something breaks {#triage}

If Incoming is impacted:

  • Switch IVR to fail-safe route (backup queue or voicemail).
  • Announce a temporary message in the IVR.
  • Monitor Inbound Call Logs for failures and spikes in missed calls.

If Outgoing is impacted:

  • Pause autodialer campaigns; switch to manual fallback if possible.
  • For CRM click-to-call, verify the CTI widget status and retry.
  • Monitor Outbound Call Logs for call setup failures.

Both unaffected but you still see issues?

  • Check agent status/availability, network quality, and browser/app permissions.

Expected outcome: You can quickly see which direction failed and take the matching workaround.

Edge cases & notes {#edges}

  • Transfers/bridging: An inbound call transferred back out uses outbound legs; both components can influence experience.
  • Regional scope: Incidents may affect one region only (e.g., Outgoing — North); others continue normally.
  • Number portability/CLI rules: Outbound presentation rules don’t affect inbound reachability.
  • Recording & consent: Policies can differ by direction; confirm settings separately.