Articles on: MyOperator

What happens if a customer assigned to an agent calls on the IVR?

Tip

Quick answer: If Assigned/Sticky Agent routing is enabled and the caller’s number is mapped to an agent, MyOperator skips the standard menu and rings that agent first.


If the agent can’t take the call, it follows your fallback (next agent, team/queue, operator, or voicemail) exactly as configured.



When this applies


Assigned/Sticky Agent routing triggers when all of the following are true:


  • Mapping exists: The caller’s phone number is linked to a specific agent (via contact owner/CRM sync or manual assignment).
  • Feature is enabled: Assigned/Sticky Agent routing is turned ON for the relevant number/flow.
  • Agent is eligible: Agent is Active, Call Reception = ON, within their call‑receiving hours, and not opted out.



How the routing works


  1. Caller dials your service number and reaches the IVR entry point.
  2. MyOperator matches the incoming caller ID to a contact → agent mapping.
  3. If matched, the system short‑circuits normal IVR selection and rings the assigned agent for the configured ring time.
  4. If no mapping is found, the call follows your standard IVR/department routing.




If the assigned agent is unavailable


If the agent is busy, offline, rejects, no‑answer, after‑hours, or opted out, the call moves to your fallback in this order (exact order depends on your setup):


  1. Next eligible agent (if you use a preferred‑then‑others pattern)
  2. Team/Department queue (e.g., Sales or Support)
  3. Operator/General line
  4. Voicemail



Expected caller experience


  • Minimal prompts; the system connects them directly to their assigned agent when possible.
  • If the agent answers, the call connects immediately.
  • If not, the caller is moved along your defined fallback without needing to pick a menu option.



Configuration checklist


  • Create/confirm the mapping: Ensure each high‑value caller’s number is linked to the correct agent.
  • Enable Assigned/Sticky Agent routing for the target number/flow.
  • Normalise numbers to E.164 format (e.g., +911234567890) to avoid match failures.
  • Agent eligibility: Active status, Call Reception ON, availability windows set, part of the right department/queue.
  • Fallbacks set: Next agent, team queue, operator, and voicemail are configured with sensible ring/queue timeouts.



Verify and test


  1. From the agent‑mapped phone, place a test call to your service number.
  2. Confirm that the call rings the assigned agent first.
  3. Repeat while the agent is busy or unavailable to validate the fallback path.
  4. Open Call Logs and confirm the path, e.g., IVR → Assigned Agent (Kelly) → Queue → Voicemail.


Success criteria: The matched caller bypasses menus and reaches the assigned agent; fallback is immediate and correct when the agent can’t answer.



Edge cases


  • Unknown/blocked caller ID: No match is possible; call follows standard IVR routing.
  • Shared numbers: If multiple contacts share a number, the most recent/primary mapping applies (confirm your mapping rules).
  • Multiple agents mapped: Keep a single owner per number to avoid ambiguity.
  • Agent removed or deactivated: Mapping is ignored; call follows fallback.
  • Language/time‑based flows: Business hours or language menus can run before sticky routing if you’ve placed them earlier in the flow.



Troubleshooting


  • Not routing to the assigned agent:
  • Check that Sticky Agent is enabled for the flow.
  • Verify the number format and that the contact → agent mapping exists and is current.
  • Confirm agent eligibility (Active, Call Reception ON, within hours, not opted out).


  • Caller stuck in IVR despite mapping:
  • Ensure the sticky step is before menus that might terminate or reroute the call.
  • Review ring/queue timeouts so fallback happens predictably.


  • Still ringing the agent after opt‑out:
  • Confirm the user’s Call Reception = OFF and republish any related flow changes.

Updated on: 09/01/2026