What is a “line” in MyOperator and how do I know when to add more?

Info

Quick answer: A line is one concurrent call path. Each live call—whether inbound or outbound—occupies one line. If you have 10 lines, you can handle up to 10 simultaneous calls (queuing, IVR, or talking). When all lines are busy, additional inbound calls fail as Lost Calls and outbound dials are blocked.

When should I use this guide?

Use these steps if you want to:

Find your current line pool and utilisation
Understand how lines are shared between inbound and outbound
Decide when to purchase more capacity

1 — Key definitions

Term	Meaning
Line / Channel	One simultaneous call path (IVR, queue, ringing, talk).
Shared pool	Inbound and outbound use the same lines.
Lost Call	Inbound call rejected because no free line existed.
Peak utilisation	Highest lines in use at any moment.

2 — Prerequisites

Admin or Billing role.
Access to Dashboard → Analytics → Concurrent Calls and System Logs → Lost Calls.
Plan limits—some plans cap total lines.

3 — How lines are consumed (workflow)

Alt-text: Inbound and outbound share the same line pool; if the pool is full, new callers are rejected as Lost Calls.

4 — Check current line usage (step-by-step)

Alt text: Dashboard

From the top-right corner of the dashboard, click Account Options.

Alt text: Click the Accounts option

In the dropdown, click the green Account Usage button (usually your profile icon).

Alt text: Checking the Account usage

What you’ll see:

Features — Items in your plan (for example, IVR, Minutes, SMS).
Total — Units included in your plan.
Used — Units consumed in the current billing cycle.
Billing cycle — The start-to-renewal period for your plan.
Next Billing Date — When your cycle renews.
Last updated — Timestamp showing when usage was last processed.

5 — How to add more lines

Connect with the relevant POC through Support and get your plan upgraded to have more channel lines.

6 — Edge cases & flip-side limits

Transfers/conferences briefly use extra lines—leave 10% headroom.
Outbound dialer can starve inbound—throttle during peaks.
Plan caps—some legacy plans lock at 8 or 12 lines; upgrade required.
Long IVR/queue time holds lines; enable callback to release capacity.

7 — Troubleshooting matrix

Symptom	Likely cause	Quick fix
Lost Calls spike at lunch	Agents break + outbound campaigns	Pause dialer; add lines
Inbound rings, then busy tone	All lines busy	Buy more lines or re-route overflow
Outbound fails randomly	Dialer hits max channels	Lower concurrency; add lines
Line graph flat at max	Plan cap reached	Upgrade plan

Keywords: MyOperator line, call channel, concurrent calls, lost call, add more lines, capacity planning

Updated on: 09/01/2026