How Does MYLO Connect an Agent and a Customer During an Outbound Call?

MYLO can connect an employee and customer in more than one order. In a customer-first flow, MYLO calls the customer and reaches the employee only after the customer answers. In an employee-first flow, the employee answers first and MYLO then calls the customer. Which flow you use changes the customer experience and carrier-resource use.

Two-leg human calling in plain English

Customer First: Avoid Calling the Employee for Every No-Answer

The CUSTOMER_TO_AGENT_MOBILE and CUSTOMER_TO_AGENT_EXTENSION patterns call the customer first. If the customer answers, MYLO proceeds to the configured employee destination. This can reduce unnecessary employee ringing when customers do not answer.

Employee First: Put the Person on the Line Before the Customer

The AGENT_EXTENSION_TO_CUSTOMER and AGENT_MOBILE_TO_CUSTOMER patterns wait for the employee destination before calling the customer. This gives the employee the first leg of the interaction and can suit workflows where the employee should be ready before the customer is contacted.

A Fifth Pattern Connects the Customer to an IVR

CUSTOMER_TO_IVR calls the customer and, after answer, connects the call to an active immutable IVR identity. That is useful when the business interaction is menu-driven rather than person-driven, subject to the appropriate consent and telecom rules for the calling purpose.

The Flow Is Chosen Before Runtime

The campaign type is stored as campaign configuration. The live scheduler does not ask the LLM to choose the next leg. This is part of MYLO’s separation between conversational preparation and deterministic call execution.

Continue From Here

• See all five flows together
• Mobile vs extension for the employee
• Customer-first vs agent-first calling
• Connection flow vs dialer strategy

Use MYLO Within Your Telecom and Customer-Consent Rules

MYLO provides the telephony and campaign layer; it does not turn an unapproved calling practice into an approved one. Businesses using outbound or automated calling must follow the current rules that apply to their purpose, sender registration, consent, customer preferences and telecom-provider service. TRAI maintains current guidance for commercial-communication senders and explains spam and unsolicited commercial communication.

Customisation is welcome. MyLineHub can discuss a Custom Requirement when the standard MYLO package does not cover the required workflow. Any custom implementation must still use telecom resources lawfully and follow applicable provider conditions and Indian telecom requirements.