Call routing methods in MyOperator

Quick answer — MyOperator offers three primary routing methods—Serial (ordered sequence), Simultaneous (ring-all, up to 5 users), and Balanced (round-robin)—to distribute incoming calls across agents.

You can also layer advanced variants via IVR/conditions: Time-based, Location-based, Contact-based, and Sticky Agent (send returning callers back to the same agent).

Configure these in Manage → Departments → (Select Department) → Callflow / Routing.

Who this is for

Admins and supervisors who manage Departments/Teams and want predictable, fair, or fast call distribution based on business goals.

Before you start (prerequisites)

1. You can sign in to the MyOperator dashboard as Admin/Super Admin.
2. Your Departments and Users are created, mapped, and active.
3. You know your target outcome: fastest answer, equal workload, or strict sequence.

Routing methods (primary options)

Serial routing (ordered sequence)

• What it does: Rings users one by one in a fixed order (A → B → C → …). Proceeds to the next user if the current one doesn’t answer within the ring time.
• When to use: Clear hierarchy or escalation sequence; small teams with a “primary → backup” approach.
• Configure: Manage → Departments → (Department) → Callflow/Routing → Serial. Use drag-and-drop to set the order.
• Pro tips:
• Keep ring time at 20–30s.
• Place your most available agent first; review order monthly.

Simultaneous routing (ring-all, up to 5)

• What it does: Rings all selected users at once (limit up to 5). The first to answer connects.
• When to use: High urgency, fastest pickup trumps fairness; service desks with strong coverage.
• Configure: Manage → Departments → (Department) → Callflow/Routing → Simultaneous. Select up to 5 users.
• Pro tips:
• Ensure users keep Call Availability = ON and phones off DND.
• Avoid very short ring time; allow 20–30s for a realistic pickup window.

Balanced routing (round-robin)

• What it does: Distributes calls evenly among available users in turn.
• When to use: Fair workload distribution across a larger team; sales/SDR pods and support queues.
• Configure: Manage → Departments → (Department) → Callflow/Routing → Balanced (Round-robin).
• Pro tips:
• Combine with Sticky Agent for returning customers (see below).
• Monitor performance dashboards monthly to adjust team size.

Advanced variants (via IVR/conditions)

Time-based routing

• Route by business hours, shift windows, or holidays. Example: Day shift → Sales Pod A; Night shift → After-hours team/voicemail.
• Configure: Manage → Design Callflow → IVR/Conditions → Time-based branches; set Working Hours/Holiday rules.

Location-based routing

• Route by the caller’s region/circle to the nearest branch or regional team.
• Configure: Manage → Design Callflow → IVR/Conditions → Location-based rules; map regions to Departments.

Contact-based routing

• Personalise routing using CRM/contact attributes (e.g., VIP, existing customer → Account Manager team).
• Configure: Manage → Design Callflow → IVR/Conditions → CRM/Contact rules; map conditions to Departments.

Sticky Agent routing

• Reconnect returning callers to the same agent they spoke with previously to improve continuity.
• Configure: In the Department/Callflow settings, enable Sticky Agent (where available). Use Balanced as the base distribution.

Step-by-step: Choose or change a routing method

1. Sign in to MyOperator.
2. Go to Manage → Departments and select the target Department/Team.
3. Click the three dots, then Edit, then open Callflow / Routing under Department settings.
4. Choose Serial, Simultaneous, or Balanced (Round-robin).
5. If Serial, drag-drop to set agent order. If Simultaneous, select up to 5 users.
6. Set ring time = 20–30s; confirm Call Availability is ON for listed users.
7. (Optional) Enable Sticky Agent and/or add Time/Location/Contact branches in Design Callflow.
8. Save, then place test calls to validate behaviour.

Quick comparison table

Best practices

• Define goals first: Speed vs fairness vs ownership continuity. Choose the method that aligns.
• Right-size teams: Too few users on Simultaneous can create missed calls; too many on Serial can slow pickup.
• Ring-time discipline: Keep 20–30s; shorter windows cause avoidable misses.
• Availability hygiene: Train agents to keep Call Availability = ON when ready to receive calls.
• Test after changes: Make 2–3 test calls after any routing edit.
• Review monthly: Check call distribution/SLAs; tweak methods or team composition accordingly.

What success looks like

• Calls are answered within the target SLA and distributed according to plan (fastest/fair/owned).
• Missed calls drop after adjusting ring time and availability.
• Returning callers reach their previous agent when Sticky Agent is on.

Troubleshooting & edge cases

• No one is ringing in Simultaneous — Verify you selected ≤ 5 users, all with Availability = ON.
• Uneven load in Balanced — Check if some users are Unavailable or on DND; round-robin only includes available users.
• Serial feels slow — Shorten the list or move high-availability users to the top; ensure ring time is reasonable (20–30s).
• Peak-hour misses — Add users to the Department, raise ring time slightly, or use Simultaneous during peaks.
• Post-change anomalies — Place test calls, then review Call Logs to confirm routing behaviour.

Still stuck?

• Share 2–5 recent call IDs (timestamp, last 4 digits, department) with Support for analysis.

Updated on: 27/11/2025