Basics
How are marketing, utility, and authentication conversations opened?
These are business‑initiated conversations. They open when a pre‑approved template of that category is sent and delivered to the customer and there isn’t already an active window of the same category. Each has its own 24‑hour window and billing ...
What is the default ringing time for agents in MyOperator, and how can I change it?
⚡Quick answer • Default: 25 seconds. • Configurable: 10 – 25 seconds per department in the dashboard. • Save changes in Department → Call Flow Settings to apply immediately. When should I use this guide? Use this guide if you need to shorten or ...
What’s the difference between conference calling and call transferring?
⚡Quick answer - Conference calling connects three or more people on the same live call. Everyone stays on the call together. Call transferring moves an ongoing call from one user to another user or department. After the transfer completes and you ...
What is the significance of new callers versus returning callers?
MyOperator’s dashboard smartly categorizes your callers into New Callers and Returning Callers, giving you clear insights for better decision-making. ? New Callers Definition: Customers who are contacting your business for the first time. Why it ...
What steps is MyOperator taking to prevent call drops and improve call quality/call clarity?
⚡Quick answer - MyOperator uses advanced network routing to steer calls through less congested telecom circles, with real‑time health checks and automatic failover. If a route degrades, we auto‑reroute. Overview: What we do automatically We ...
What should I do if my customers/callers not able to hear my voice on IVR calls on my MyOperator business number/service number?
Applies to: Inbound IVR calls on MyOperator service numbers where the caller hears ringing/IVR but cannot hear the agent’s voice. Goal: Restore two-way audio and collect the right data if escalation is needed. Time needed: 10–15 minutes. ...
What is the default duration of incoming/outgoing calls? How can I increase this limit?
Applies to: Admins/Owners, Supervisors Outcome: Know the default per-call limit, how it behaves on paid vs trial accounts, how to verify in logs, and how to request a change. Defaults (per call) Paid accounts: 60 minutes max per call. When the cap is ...
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 ...
How is call forwarding different from call transferring, and how do I set them up in MyOperator?
⚡Quick answer - • Call Forwarding is an automated rule that routes the call before anyone answers (e.g., IVR or time-based logic). • Call Transferring is a live agent action—after answering, the agent moves the active call to another extension, ...
What is the Voicemail Timeout in MyOperator and how do I change it?
⚡Quick answer - Voicemail Timeout is the maximum time (6 – 60 seconds) that MyOperator records after the beep. Once the limit is reached, recording stops automatically and the file is saved. Change the value in Dashboard → Design Call Flow → ...
What is Music on Hold in MyOperator and how do I enable custom MOH per department?
⚡Quick answer - Music on Hold (MOH) replaces the default ringback tone with your own audio while MyOperator is connecting a caller to an agent or queue. You can upload any licensed .mp3 file and assign it to each department/flow in less than five ...
How are calls transferred to our landline or mobile numbers without using VoIP?
Within India, MyOperator bridges calls over the PSTN (traditional telecom network), not over the internet. This complies with Indian telecom rules and keeps call quality consistent. In this article When this applies Key terms (plain language) How the ...
What is the difference between a “missed” call and a “lost” call in MyOperator?
⚡Quick answer • Missed call = Call reached your PBX/IVR, but no agent answered in time; details are logged, so you can call back. • Lost call = Call never reached your system because every line/channel was busy; nothing is logged except a ...
How can I set my Voicemail timeout?
The Voicemail Timeout controls how long the system rings before sending the caller to voicemail. The default is 30 seconds. You can change it in your Advanced Call Flow. Table of contents When to use this Prerequisites Set or change voicemail timeout ...
How does voicemail work in MyOperator, and how do I set it up?
⚡Quick answer - Voicemail automatically plays your recorded greeting, captures the caller’s message, and stores the MP3 plus an optional transcript in a shared inbox. You can receive Slack/email alerts, auto-assign messages, and call back in one ...
What is Voice Call?
Audience: Admins and operators who need to send automated or agent-led phone calls. Goal: Understand voice calls and launch an outbound IVR campaign safely and successfully. Table of contents What is a voice call? Types of voice calls When to use ...
Can a customer who is calling on the IVR transfer a call?
Short answer: No. Callers navigating the IVR (Interactive Voice Response) cannot transfer a call themselves. Transfers can only be performed by your organization’s agents after they answer the call. What does the IVR do (and not do)? The IVR is a ...
How do I filter call logs on MyOperator Web app?
The filters you create are known as “Advanced Filters”. Advanced filters help you to filter out your required log data from the overall data. For example, if you want to find out the number of connected calls via the IVR on a particular date and ...
How can the complete call logs be downloaded?
To download the complete call logs, follow the steps mentioned below: 1. Click on “Manage” at the top after login to the MyOperator dashboard 2. Click on “Exports” from the “Functionality” section. 3. Click on “Logs” on the left. 4. Enter the Date. ...
How do I use search on logs section?
Simply click on logs, you can search specific log by entering a service number or user or department in the search field. For example, if we search number-wise, we get the list of calls with these numbers, which will be received calls from that ...