Why does MyOperator bill call minutes from the IVR greeting instead of when an agent answers?

Why does MyOperator bill call minutes from the IVR greeting instead of when an agent answers?

⚡Short answer -

MyOperator follows standard cloud-telephony billing: billable time starts when our system picks up the call (IVR/voiceover begins) and runs continuously until the call ends, not just from when an agent answers. This covers the full cost of handling the call across all legs.

What’s happening under the hood

There are two distinct telecom “legs” with real costs:

  1. System handling (platform leg): Starts the moment the call hits your virtual number and our IVR/voiceover plays.
  2. Agent connection (agent leg): Begins when the platform forwards the call to your agent’s mobile/landline (or softphone).

To keep billing transparent and predictable, MyOperator combines these into one continuous duration—from system pickup to call end—rather than billing only the agent talk time.

Example (sample timeline)

  • IVR plays: 00:20
  • Ringing before the agent answers: 00:10
  • Agent talk time: 02:30
  • Attended transfer to another agent: 00:30
    Total platform-handled time billed = 00:20 + 00:10 + 02:30 + 00:30 = 03:30

How to verify this in your account

  1. Go to Billing → Usage / Call logs.
  2. Filter by Date and Caller/Virtual number.
  3. Open a call detail record (CDR).
  4. Compare:
    • Billed Duration (continuous)
    • Talk Time (agent conversation only)
    • Handling/IVR/Ring/Transfer segments (if shown)
  5. (Optional) Export CSV and confirm the same fields across multiple calls.

If any field is unclear, attach the CDR screenshot or CSV row when contacting Support.

Edge cases & clarifications

  • Missed/abandoned before the agent answers: If the platform answered (IVR/voiceover played), that handling time is billable.
  • Simultaneous ring: Only the answered agent leg continues; the platform leg remains continuous.
  • Transfers, hold, call recording, whisper/barge. These occur while the platform is handling the call and are included in the continuous duration.
  • Voicemail (platform voicemail): Time spent reaching/recording voicemail is part of the handled duration.
  • Outbound/callbacks: The same “platform-handled time” principle applies.

Glossary

  • Virtual number: The business phone number routed through MyOperator.
  • IVR (Interactive Voice Response): The automated greeting/menu (“Press 1 for Sales…”).
  • CDR (Call Detail Record): The per-call breakdown used for billing and audits.

Need help with a specific charge?

Email support@myoperator.com with the call date/time, caller number, and CDR/CSV attached. We’ll review the exact legs and durations.