Basics
Unpublished- What is Balanced Routing?
What is Balanced Routing and When Should I Use It? Balanced Routing is a call distribution method that ensures incoming calls are evenly shared among all available users in a department. It’s designed to prevent overload on any single team member by ...
How do I view and change the working and non-working hours or days for a call flow in MyOperator?
⚡Quick answer - You can view and update the working hours and days for any call flow directly from the Design Callflow section in your MyOperator panel. Go to Call → Design Callflow → Select your call flow → Edit → Adjust schedule (working hours, ...
How do I thoroughly test my IVR flow in MyOperator before going live?
⚡Quick answer Preview each IVR node in the Flow Designer, then place a real call to your business number to check the greeting, menu options, routing, and ring duration. Re-test any time you edit audio files or call flows. When should I use this ...
Can a customer calling on the IVR transfer a call?
⚡Quick answer - No. Callers who dial your Interactive Voice Response (IVR) menu cannot transfer calls. The call-transfer feature is reserved for authorised agents within your organisation. When should I use this guide? Share this article whenever a ...
What is the difference between a “Multi-Level” IVR and having “Multiple” IVRs and how to configure them in MyOperator?
⚡Quick answer - Multi-Level IVR = one IVR tree with nested menus under a single phone number. Multiple IVRs = several independent IVR flows, each tied to a different number, schedule, or campaign. Choose Multi-Level if you want layered navigation on ...
What types of IVR does MyOperator support, and which one should I choose?
⚡Quick answer - MyOperator supports six IVR types—Default, Menu-based, Location-based, Voice-recognition, Self-service, and Time & Day-based. Pick the one that matches your routing goal: use Menu-based for simple keypad navigation, Location-based for ...
What is an Input Node in IVR?
Frequently Asked Questions (FAQ) ? Table of Contents What is an Input Node in IVR? What Are the Key Features of an Input Node? How Does the Input Node Work? What Are Common Use Cases for an Input Node? What Are the Prerequisites for Using an Input ...
📋 What is a Queue List in MyOperator?
Short answer: A Queue List is a set of agents and routing rules that determine who gets an incoming call and in what order—with controls for wait time, overflow, and business hours. Use it to reduce missed calls, speed up response, and match callers ...
How to change call route option and how does it benefit us?
Applies to: Super Admins / Admins with Callflow edit rights Also called: carrier route, telecom route, trunk/carrier selection What “call route” means (plain language) A call route is the telecom carrier path your calls take. Switching routes moves ...
If a client wants to have the same IVR service for both his numbers is it possible? If so, how do we achieve this?
Short answer: Yes. You can route calls from multiple phone numbers through one IVR flow for consistent greetings, menus, and reporting. Glossary: DID = Direct Inward Dialing number (your business phone number). On this page When to use this ...
Can a call be transferred to a department rather than to another agent?
Yes. You can transfer an active call to a department (queue) or to a specific agent. Department transfers are best when any available agent in that group can help. In this article When to transfer to a department vs an agent Prerequisites Transfer to ...
MyOperator is industry-agnostic. Use the playbooks below (with copy-paste IVR scripts, WhatsApp templates, KPIs, and product paths) to stand up a working flow in minutes.
MyOperator is industry-agnostic. Use the playbooks below (with copy-paste IVR scripts, WhatsApp templates, KPIs, and product paths) to stand up a working flow in minutes. Jump to Who should use MyOperator Prerequisites Quick implement (10 minutes) ...
If a client wants to have the same IVR service for both his numbers, is it possible? If so, how do we achieve this?
⚡Quick answer: Yes. Map each number to the same call flow/IVR entry point so inbound calls to any of those numbers play the same greeting and menu and follow the same routing rules. What it means Multiple inbound numbers (DIDs) are attached to one ...
How many IVRs can I set?
Short answer: There’s no fixed product limit. You can create and manage as many IVRs as your business needs in the MyOperator panel. When to use multiple IVRs Different brands or business units Region‑specific menus and languages Day/time‑based ...
What is the difference between a “Multi-Level” IVR and “Multiple” IVRs?
Short answer: A multi‑level IVR is one call flow with sub‑menus under the main menu (e.g., 1 → Sales → 1 New Orders / 2 Existing Orders). Multiple IVRs are separate call flows that activate under different entry conditions (different numbers, ...
How can I test if the IVR is working?
Short answer: Place a controlled test call, exercise each menu path (including no‑input and invalid input), and confirm the expected routing in Call Logs. Use the checklist and troubleshooting table below. Prerequisites Your business number is mapped ...
What are the different types of IVRs I can create?
MyOperator lets you create different types of IVRs (Interactive Voice Response systems) based on your business needs and caller preferences. Below are the most common IVR types you can configure: ? Time-Based IVR What it does: Routes calls based on ...
How do I edit the settings of my IVR?
How do I edit the settings of my IVR? You can update your IVR (Interactive Voice Response) settings such as greetings, department routing, and keypress actions directly in the MyOperator dashboard. ✅ Prerequisites You must be logged in as an Admin or ...
What is the process for changing the Call flow?
Short answer: You can update a call flow yourself in the Design Callflow editor, or email support@myoperator.co to have our team implement changes (and arrange professional voiceovers if needed). Always preview, publish, and test before going live. ...
What are the different types of nodes that can be added to an IVR in MyOperator?
⚡Quick answer: MyOperator’s IVR Builder includes six node types you can combine to design your call flow: IVR Menu, Extension, Department, Message, Voicemail, Input & Response. 1. What’s a “node” in IVR Builder? A node is a building block in your ...
How can I create an IVR/call flow with direct forwarding?
1. Login to your MyOperator panel & click on “Manage” at the top. 2. In the settings section click on “Design Callflow”. 3. Click on “Create new call flow” or Edit Live call flow 4. Enter the Welcome greeting (Predefined welcome greetings are there ...
How can I view and update timings and working days of my call flow?
1. Login to your MyOperator panel and click on “Manage” at the top. 2. In the settings section click on “DesignCallflow”. 3. You can view the date and time of each call flow here, if you want to edit click on the “Edit” button. 4. Edit in simple call ...
How can I create a Multi-level IVR?
1. Login to your MyOperator panel and click on “Manage” at the top. 2. In the settings section click on “Design Callflow”. 3. Click on “Create new call flow” or Edit Live call flow 4. Click on “Create Advance Call Flow” link. 5. Click on Add button ...