How many outbound calls can MyOperator place at once, which dial method should I use, and how do I raise the limit?

⚡ 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

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. Outgoing Dial Methods: One-Way vs Two-Way

1.1 Method definitions

1.2 Cost comparison

One-Way is generally cheaper because:

• Only the outbound leg is billed.
• No incoming-call charges apply.
• Broadcasts or pre-recorded messages can reach many customers at once.

Two-Way often costs more because both legs are billable, and conversations typically last longer.

1.3 Using One-Way on toll-free numbers

• Supported since Apr 2022.
• Admin must purchase a fixed DID; shared DID is not supported for One-Way on toll-free accounts.
• Shared DID would force agents to dial your own toll-free number, inflating your bill.

1.4 Change the "Dial first" party (Two-Way only)

MyOperator panel → Call → Outgoing → Click to Call → Edit call settings → Dial first (On two-way) → Save

2. Understanding How MyOperator Allocates Channel Lines

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

3. 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, so:

Max concurrent outbound calls = Outbound allocated lines

4. 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 (practically 1 call at a time using all 3 lines if using One-Way)
• 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

5. Important Operational Notes

When Can You Use All Channel Lines for Outbound?

Only when using One-Way outgoing calling.

In this method:

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

6. When Channel Limits Apply Automatically

The following always uses 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.

7. 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 AM + 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.

8. Edge Cases & Considerations

9. 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: 12/01/2026