Quick answer

Go to Manage → Settings → Departments → Add New or Edit a department → set manager and assign users → open Department settings for call flow to choose routing (Serial, Simultaneous, Balanced, Sticky) → set ring time and order → Save.

Ensure each user has Call Availability enabled in Manage → Users.

Before you begin (prerequisites)

• You must have Manage / Admin permissions.
• Know the department name and the users (their extensions) you want to add.
• Decide routing behavior (Serial / Simultaneous / Balanced / Sticky) and per-user ringing time.
• Verify users have Call Availability enabled so they can actually receive calls.

Where to go

1. Sign in to the MyOperator panel.
2. Navigate: Manage → Departments.
3. Click Add New (to create) or Edit (to update).

Step-by-step (concise, copy-paste friendly)

1 — Add or edit a department

1. Manage → Departments.
2. Click Add New to create a department, or click Edit next to an existing department.
3. Provide the Department name and select a Manager from the dropdown.
4. Add users by selecting them from the list (remove with the × icon).
5. Click Save to persist the basic department details.

2 — Configure call routing for the department

1. In the Department section, while editing, click on Department Settings for Call Flow.
2. Choose a routing method and configure parameters:

• Serial (Ordered) — Calls try users one after another in a defined sequence. Use when you want senior agents to receive calls first.
• Simultaneous (All Ring) — All listed users ring at once; the first to answer gets the call. Use for urgent/fast response teams.
• Balanced (Round-Robin / Least Calls) — System distributes calls evenly across agents to balance load. Use for fair distribution.
• Sticky Agent — Returning callers go to the last agent who handled them (improves continuity).

1. Ringing time: set how many seconds each user rings before moving to the next (for Serial) or before the call is considered missed (for other methods).
2. Serial order: drag and drop users to define the exact sequence for Serial routing.
3. Use priority/weight controls if available for Balanced or advanced ordering.
4. Click Save to apply routing settings.

3 — Ensure users can receive calls

• Go to Manage → Users → select the user → enable Call Availability (or toggle receive calls ON).
• Confirm each user’s schedule (shift hours/time zone) overlaps with department hours.

Examples (realistic scenarios)

• Sales (Serial): Order — Senior Sales → Mid-level → Junior; Ringing time = 20s per user.
• Support (Simultaneous): All agents ring together for urgent tickets; first responder picks up.
• Telesales (Balanced): Balanced distribution to avoid overloading one agent during peak hours.
• VIP account (Sticky): Returning VIP callers reconnect to the same account manager when available.

Troubleshooting and edge cases

• Calls not reaching agents: Verify users are assigned to the department and Call Availability is ON. Confirm user schedules and account time zone.
• Unexpected routing: Check for overlapping rules or higher-priority routing at the call flow level that may override department settings.
• Serial misses before next agent rings: Increase Ringing time per user; check network/connectivity on user devices.
• Balanced distribution seems unfair: Confirm weights/priorities aren’t set; ensure agents have equal availability windows.
• Sticky Agent not working for first-time callers: Sticky only applies to returning callers with matching caller ID/metadata. If callers use different numbers, sticky won’t match.

Updated on: 27/11/2025