Outbound Channel Line Allocation and Concurrency in MyOperator

⚡ Quick answer: MyOperator uses channel lines to place outbound calls. Most outbound methods (Two-Way, Peer-to-Peer, IVR-based) consume two lines per call (agent leg + customer leg).

Outbound concurrency depends on:

1. Your total channel lines, and
2. The outbound allocation rule

• If ≤ 4 lines → 50% outgoing / 50% incoming
• If > 4 lines → 80% outgoing / 20% incoming

3. Dialing method

• One-Way → uses 1 line per call
• Two-Way / Campaigns → uses 2 lines per call

1. Understanding How MyOperator Allocates Channel Lines

MyOperator protects your incoming call capacity by reserving part of your lines:

2. Exact Formula to Calculate Maximum Outbound Calls

A. For Two-Way / Peer-to-Peer / IVR-based Calling

These consume 2 lines per outbound call.

Max concurrent outbound calls = Outbound allocated lines ÷ 2

B. For One-Way Outgoing

Consumes 1 line per call.

Max concurrent outbound calls = Outbound allocated lines

3. Examples

Example 1 — You have 12 channel lines

• Outbound allocation: 80% = 9.6 → 9 lines usable
• Using Two-Way: 9 ÷ 2 = 4 parallel outbound calls
• Using One-Way: 9 parallel outbound calls

Example 2 — You have 3 channel lines

• Outbound allocation: 50% = 1.5 → 1 line usable
• Using Two-Way: 1 ÷ 2 = 0 (insufficient lines for two-leg concurrency)
• Using One-Way: 1 outbound call (or up to 3 if all lines are manually shifted to outgoing)

Example 3 — You want a campaign to run at scale

Peer-to-Peer / IVR Campaign → always two-leg calls. If you have 20 lines:

• Outbound allocation (80%) → 16 lines
• Maximum → 16 ÷ 2 = 8 parallel outbound campaign calls

4. Important Operational Notes

When Can You Use All Channel Lines for Outbound?

Only when using One-Way outgoing calling.

• No agent leg — only customer leg is dialed
• System uses only one line per queue entry
• You can utilize 100% of your channels

When Channel Limits Apply Automatically

The following always use MyOperator’s outbound allocation limit:

• Peer-to-Peer Calls
• Two-Way Calling (Agent First / Customer First)
• IVR-based Campaigns
• OBD Dialer Calls
• Click-to-Call (Two-Way)

These always consume two lines, and outbound concurrency follows the 50% / 80% rule.

5. How to Increase or Raise Your Outbound Limit

Option 1: Increase total channel lines

More lines = more outbound capacity.

Request via:

• Your Account Manager, or
• Support ticket → Category: Increase channel lines

Option 2: Switch to One-Way Dialing (if applicable)

This immediately increases concurrency because each call uses only one line.

Ideal for:

• Toll-free one-way setup (using purchased fixed DID)
• Large campaigns
• Notification/alert calls

Option 3: Adjust outbound allocation

If inbound traffic is low, MyOperator can shift more channel lines to outbound.

• Example: From 80% → 90% outbound (case dependent)
• Eligibility: via Account Manager + internal technical approval

Option 4: Add a Fixed DID for Toll-Free One-Way

For toll-free accounts, One-Way requires a purchased dedicated DID.

6. Edge Cases and Considerations

7. When to Escalate

Escalate to Tech Support if:

• You see capacity exceeded errors repeatedly
• OBD jobs stall even with available lines
• Campaigns are not using the full available concurrency

Share:

• UID
• Outbound method (two-way, peer-to-peer, IVR)
• Call timestamps

Updated on: 27/11/2025