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

## Quick Answer

No. When an agent sets their Availability status to Opt Out, all inbound calls—including those dialled 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). |

![](https://content.api.getguru.com/files/view/22aeed40-6305-44aa-921f-11505bd895f0)

![](https://content.api.getguru.com/files/view/ce7a0e9f-2874-4893-8fe4-77253bd08cd6)

*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.

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## 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 dialled 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](mailto:support@myoperator.com)
3. Our support SLA is 4 business hours.