Can I use my already existing IVR for OBD (Outbound Dialer) in MyOperator?

Can I use my already existing IVR for OBD (Outbound Dialer) in MyOperator?

Short answer: No—your inbound IVR cannot be used as-is for OBD.
Why? OBD flows are outbound-only, optimized for auto-dial + press-key journeys, pacing, and reporting. You should create a dedicated OBD IVR, but you can reuse audio prompts (greetings, menus) inside the new flow.

🧭 Table of Contents

🧠 Overview

  • Inbound IVR is designed for incoming calls (customer dials you).
  • OBD IVR is designed for outgoing auto-dial campaigns (you dial customers) where flows often begin after an answer event and rely on DTMF choices (e.g., “Press 1 to confirm”).
  • Reusing the same inbound IVR can cause reporting mismatches, compliance issues, and branching gaps for OBD.

Verdict: Build a separate OBD IVR; reuse audio assets to stay consistent.

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🧾 Quick decision

Question

Answer

Can I directly use inbound IVR for OBD?

No

Can I reuse prompts (audio/TTS) from inbound IVR?

Yes—import or re-select your recordings in the OBD flow

Is a separate OBD IVR required?

Yes—create and map it to your OBD campaign

Will this improve reporting & control?

Yes—cleaner pickup/DTMF/transfer metrics and retry behavior

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🧱 Inbound vs OBD IVR (comparison)

Dimension

Inbound IVR

OBD IVR

Call direction

Customer → Business

Business → Customer

Entry point

Number/DID, toll-free

Auto-dialer/campaign

Typical flow

Routing to queues/teams

Press-key actions (confirm/cancel/callback/transfer)

Retry logic

Not applicable

Campaign-driven (attempts, spacing, windows)

Compliance

DNC/opt-in (inbound)

DNC/opt-in + calling windows + max touches

Reporting

IVR path, queue metrics

Answer rates, DTMF responses, abandon, transfers

Reuse assets

Prompts can be reused

Prompts can be reused, but flow is separate

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✅ Prerequisites

  • OBD add-on or plan with Outbound → Campaigns access
  • Audio prompts ready (or TTS text) for outbound menus
  • Clear calling window & time zone
  • Defined DTMF actions (e.g., 1 = confirm, 2 = reschedule, 9 = opt-out)

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⚙️ Create an OBD IVR (steps)

  1. Open MyOperator → Outbound → IVR → New IVR
  2. Choose Template: “OBD Flow (Press-Key)”
  3. Name your IVR (e.g., OBD_Confirm_2025_Q3)
  4. Add Welcome Prompt (upload recording or TTS)
  5. Add Menu Options (DTMF):
    • 1 → Confirm (tag contact → mark success → stop retries)
    • 2 → Reschedule (collect time/day → add to re-queue)
    • 3 → Transfer to Agent (queue: Sales/Support)
    • 9 → Opt-out (update suppression list)
  6. Error/No Input: repeat prompt or end politely
  7. Save → Validate → Publish
✅ Success check: IVR appears under Outbound → IVRs with status Published.

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🪢 Map the OBD IVR to a campaign (steps)

  1. Go to Outbound → Campaigns → New Campaign (or select an existing one)
  2. Basics: Name, contact list, caller ID
  3. Schedule & Retries: attempts (e.g., 3), spacing (e.g., 20m), calling window (e.g., 09:00–20:00)
  4. IVR & Handling: choose your Published OBD IVR (from above)
  5. Agent Options (optional): wrap-up time, overflow queue
  6. Compliance: opt-out handling, max touches, time-zone policy
  7. Save → Publish → Start
✅ Success check: In Campaign → Overview, “IVR = OBD_Confirm_2025_Q3” and status Running/Scheduled.

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🔎 Expected outcome & how to verify

You should see:

  • Campaign Logs showing attempts, Answer/No Answer, DTMF paths (1/2/3/9), transfers, and terminal outcomes
  • Suppression updates for 9 (opt-out)
  • Cleaner metrics vs inbound reuse: pickup rate, press-1 confirms, agent transfers, exhausted retries

Where:

  • Outbound → Campaigns → [Your Campaign] → Logs/Reports
  • Outbound → IVRs → [Your OBD IVR] → Analytics
  • Reports → Call Detail Records (CDR)

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🚧 Limitations & edge cases

Topic

Note

Direct reuse

Inbound IVR cannot be selected as OBD IVR

Asset reuse

Yes—upload or select the same audio/TTS

Long menus

Keep prompts < 20–25s; offer repeat/help

Language

Multi-language = separate branches/prompts

Compliance

Respect DNC/opt-in, quiet hours, max touches

Opt-out

Always honor DTMF 9 (or local equivalent)

Reporting

OBD metrics differ from inbound; don’t mix

API/webhooks

Optional: push DTMF results to CRM (advanced)

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🛠️ Troubleshooting

Symptom

Likely cause

Fix

Where to verify

Inbound IVR not selectable

It’s inbound-only

Create an OBD IVR and publish

Outbound → IVRs

Calls run but no DTMF data

Wrong IVR mapped

Map OBD IVR in Campaign

Campaign → Settings

High “No Answer”

Tight window/spacing

Expand window; spacing 15–30m

Campaign → Schedule & Retries

Many opt-outs

Script too aggressive

Soften prompt; add value; reduce attempts

IVR prompt + Campaign

Agent overload

No overflow/wrap-up

Enable overflow, add wrap-up time

Agent/Queue Settings

Wrong language prompt

Branch not assigned

Add language branch; set list tags

IVR Editor

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💡 Use cases & best practices

  • Keep menus short; design for Press-1 simplicity
  • 2–3 attempts max, spaced 15–60m; vary time-of-day
  • Add Reschedule (2) to reduce churn; respect customer choice
  • Tag outcomes (e.g., Confirmed, Rescheduled, OptedOut) for CRM sync
  • Test the IVR with 5–10 contacts before full blast

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❓ FAQs

Q1. Can I clone my inbound IVR to speed up OBD setup?
A. You can clone prompts and structure, but publish it as a separate OBD IVR.

Q2. Why not just route OBD calls into my inbound IVR?
A. Reporting, retry logic, and compliance differ; inbound designs often fail OBD goals.

Q3. Can I mix TTS and audio files?
A. Yes—use TTS for dynamic text and reuse existing recordings for branding.

Q4. How do I handle opt-outs?
A. Provide a DTMF 9 (or local equivalent) and update suppression immediately.

Q5. Can I track who pressed which key?
A. Yes—Logs/Reports capture DTMF paths per attempt.

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🔗 Related articles

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🆘 Escalation & support

If issues persist after troubleshooting:

  • Use in-app chat from your MyOperator panel, or
  • Contact your Customer Success Manager

Include: account ID, campaign name/ID, IVR name, sample numbers (masked), timestamps, and a brief expected-vs-actual note.

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🔍 SEO schema

FAQPage

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HowTo (Create & map an OBD IVR)

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