Articles on: MyOperator

If an agent opts out of receiving a call, can they receive direct extension calls?

Info

Quick Answer: No. When an agent sets their Availability status to Opt Out, all inbound calls—including those dialed through the agent’s personal extension—are blocked for that agent.


When to Use This Guide


Use these steps if you:


  1. Need certain agents to take only high-priority calls while ignoring the queue, or
  2. Want agents to receive direct extension calls while opting out of other traffic.



1. What “opting out of calls” means


Turning Call Reception off on a user profile marks that user as non‑routable for inbound calls. MyOperator will skip the user wherever call distribution would otherwise include them.



2. Prerequisites


  • Role: You must be an Admin or Team Lead in MyOperator.
  • Plan: Opt-out controls are available on Standard plans and higher.
  • Access: Agent must be logged in to the MyOperator web dashboard or mobile app.



3. What is blocked vs allowed


Blocked (inbound):


  • Direct extension dialing to the user’s extension
  • IVR/menu routing to a department or user
  • Ring groups/queues (round robin, first‑available, etc.)
  • Transfers (blind or warm) targeting the user
  • Call pickup targeted to the user


Still allowed:


  • Outbound calls placed by the user (if their role allows calling)
  • Voicemail delivery to the user’s mailbox (if configured as a fallback)
  • Panel access/analytics (if they are a Pro user)



4. How to change the Opt-out settings


Step

Action

Result

1

Go to Settings › Agents and select the agent’s name.

Agent profile opens.

2

Click set call Availability

Opt-out options are shown (ON/OFF).

3

Click Save.

Settings applied instantly (⟲ no logout needed).




Alt text: Set Toggle ON or OFF



5. Expected Outcome


  • Queue calls → Skipped for the opted-out agent.
  • Direct calls to Agent Ext → Ring normally on the agent’s device.
  • Call Logs: Status shows “Skipped – Opted Out” for the queue, “Answered” for extension calls.



6. Edge Cases & Limitations


Scenario

What Happens

Work-around

Agent is in Do Not Disturb

All calls blocked, overriding extension rule.

Disable DND first.

Extension dialed via IVR

Follows the same ruleset; will ring if allowed.

N/A

Agent uses Forward-to-Mobile

Forward respects opt-out; extension calls still forward.

Ensure mobile number verified.



7. Troubleshooting


Symptom

Cause

Fix

Extension call goes to voicemail

Agent still fully opted out.

Repeat steps 1-5 above.

Agent sees “Insufficient Rights”

Not an admin/team lead.

Ask the admin to change the settings.



8. Next Steps / Escalation


If you still can’t route extension calls:


  1. Download a Call Log CSV (Reports › Call Details › Export).
  2. Email the file with the agent’s ID to support@myoperator.com
  3. Our support SLA is 4 business hours.

Updated on: 27/11/2025