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

|| Info
⚡ 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

| Method | How the call starts | Call legs generated | Key note |
|---|---|---|---|
| One-Way | User dials from mobile/dialer app / CRM integration | 1 call (to customer) | System never calls the user |
| Two-Way | Follows the current Dial first setting | 2 calls (user ↔ customer) | System bridges both legs |

![Two-way calling](https://content.api.getguru.com/files/view/e8fea270-158d-45ef-ad27-e3e38bbb4750)

![One-way calling](https://content.api.getguru.com/files/view/34866561-5a4c-4995-ae04-d4170679b707)

### 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:

| Total Channel Lines | Outbound Allocation | Example |
|---|---|---|
| 1–4 lines | 50% outbound | 4 lines → 2 lines outbound |
| > 4 lines | 80% outbound | 10 lines → 8 lines outbound |

---

## 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

| Scenario | Impact |
|---|---|
| Transfers / Conferences | Temporarily consume extra lines |
| High inbound peaks | Outbound pool shrinks automatically |
| Auto-dialers dialing too fast | May cause 486 BUSY or 503 network errors |
| No free lines | OBD re-queues the number automatically |

---

## 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