Call Availability
What happens if an agent is busy on a direct mobile call when an IVR call is forwarded?
If an agent is already on a direct mobile call and an IVR call is forwarded to them, the system handles it in the following way: ? Call Flow The IVR system still attempts to ring the busy agent for the set ringing duration (default: 25 seconds). ...
Why am I not getting IVR calls on my mobile? Why are there so many missed calls, even when our users were available?
⚡Quick answer - It can be frustrating to see missed IVR calls, especially when your users were available to answer. This can occur due to configuration issues, user availability settings, network errors, or account status. Below is a detailed guide ...
What is "call status: Not reachable" in MyOperator, and how do I solve this?
⚡Quick answer - Not reachable” means the system tried to connect the call (to an agent or customer), but the mobile/phone network couldn’t complete the call—typically because the phone was switched off, out of coverage, or temporarily unavailable. ...
What should I do when there is no IVR playing on my number, or calls are getting disconnected after 2 rings?
Applies to: Inbound calls to your MyOperator business/service number where callers get silence/no IVR or the call drops after ~2 rings. Goal: Identify whether the failure is before MyOperator (number/carrier), at IVR, or during the transfer to users, ...
What should I do if my MyOperator business number/service number is not reachable?
Applies to: Inbound calls to your MyOperator service number where callers hear “not reachable / switched off / number does not exist” instead of your IVR or ringing. Goal: Pinpoint whether the failure is before MyOperator (carrier/number status) or ...
Why does a call disconnect after one or two rings and how do I fix it in MyOperator?
⚡Quick answer- Early call drops (0–2 rings) usually mean one of four things: No valid call flow at the current time, Account/plan suspended or credits exhausted, Routing to an empty queue or all agents unavailable, or A policy block (blacklist, ...
What does the Call Availability toggle do in MyOperator and how do I change my status?
⚡Quick answer - Call Availability controls whether you are included in inbound IVR / queue routing. Toggle it to On (Available) when you can take calls and to Off (Away) when you are busy. Changes take effect within seconds. When should I use this ...
What is a Sticky Agent and what happens if a Sticky Agent turns Call Availability Off in MyOperator?
⚡Quick answer - Sticky Agent ensures that when a customer calls multiple times, they are connected to the same agent who handled their previous call (within a set time frame). This continuity improves customer experience, reduces repeated ...
How can I turn on or turn off the "Call availability" option ?
Call Availability controls whether you (as an agent) are included in the IVR/queue for inbound calls. Turn it On when you’re ready to take calls, and Off (Away) when you’re busy. In this article Before you start Turn availability on/off (Web Panel) ...
What should I do if there is disturbance on calls?
Check the disturbance is a constant for all calls or some particular call. Identify that the user is using mobile or landline. If mobile then tries to resolve the issue by restarting. You can try to resolve by changing the call route. Contact your ...
What should I do if my users are not receiving calls from my MyOperator business number/service number, when logs are showing that those calls as missed by users?
Make sure your call flow settings have been done correctly and department & user assign part done properly. If you are facing the same issue then contact your account manager with the UID of the affected calls. Or write to us at ...
What should I do if calls to my MyOperator business number/service number are getting muted?
Identify, when the calls are getting muted. Let inform your account manager regarding the call muted at the start of the call, end of the call or anytime during the call. Then contact your account manager and inform all the details you have regarding ...
What should I do if I/my users are not able to hear the callers voice on IVR calls on my MyOperator business number/service number?
You need to identify where are the issues. Is it in your end or caller end. Then you need to check that calls from PRI landline or from a mobile phone. Then contact your account manager and inform all the details you have regarding the issues. Or ...
What should I do if my customers/callers not able to hear my voice on IVR calls on my MyOperator business number/service number?
You need to identify where are the issues. Is it in your end or caller end. Then you need to check that calls from PRI landline or from a mobile phone. Then contact your account manager and inform all the details you have regarding the issues. Or ...
What should I do if I/my users are not able to hear any voice on IVR calls on my MyOperator business number/service number?
You need to identify where are the issues. Is it in your end or caller end. Then you need to check that calls from PRI landline or from a mobile phone. Then contact your account manager and inform all the details you have regarding the issues. Or ...
What should I do if I am getting error message while trying to enable call forwarding from my number to my MyOperator business number/service number?
If you are getting any error message share the error message with your account manager along with the name of the phone operator and network circle of the number. Or write to us at support@myoperator.co. MyOperator is an initiative towards making ...
What should I do if I am not able to forward calls specifically to my MyOperator business number/service number from my mobile/phone number?
If you are getting any error message share the error message with your account manager along with the name of the phone operator and network circle of the number. Or write to us at support@myoperator.co. MyOperator is an initiative towards making ...
What should I do if I am not able to forward calls to my MyOperator business number/service number from my mobile/phone number?
If you are getting any error message share the error message with your account manager along with the name of the phone operator and network circle of the number. Or write to us at support@myoperator.co MyOperator is an initiative towards making ...
How can I turn on or turn off the "Call availability" option ?
To turn on or turn off the call availability option, follow the steps mentioned below: 1. Login to your MyOperator panel & click on the “Accounts option” at the top right. 2. Go to the Call Availability Option and click on the turn “On” if you are ...
What is the "Call availability" option?
The "Call availability" option allows all Pro users (Basic, Moderator or Administrator) to turn "on" or "off" the permission to receive IVR calls. If a Pro user is available to receive IVR calls, then he/she can turn “On” the call availability ...
What if a sticky agent turns “Off” the "Call availability" option?
If a strictly bind sticky agent turns “Off” the call availability option, then the call will get disconnected. However, if a loosely bind sticky agent turns “Off” the call availability option, then the customer’s call will get routed to another ...