⚡Quick answer:

You can create two kinds of outbound campaigns—Agent-Connect (bridges answered calls to agents) and IVR/Broadcast (automated voice with optional keypad input). Use the steps below, plus CSV/API examples and test checks, to launch safely.

Prerequisites

• Feature access: Outgoing calling is enabled on your account.
• Caller ID: Approved brand number (CLI) to present on calls.
• Contacts & consent: Clean list (E.164 numbers) and opt-in compliant for your region; define quiet hours.
• Agents (for Agent-Connect): Logged in, available, with mic/headset permissions.
• Audio (for Broadcast): Final MP3/WAV or text for TTS; any IVR key mappings decided.

Option A — Agent-Connect (list-based, live agent)

What it does: Dials contacts from a list and bridges answered calls to available agents.

Create the campaign (UI)

1. Call → Outgoing → Campaigns → Create New.

Alt text: Creating an outbound campaign

2. Choose Agent-Connect or Peer to peer connect.
3. Enter Campaign Name and Caller ID.
4. Upload CSV or pick a saved list/CRM segment.
5. Select Dialing mode (preview/progressive), Max concurrency, and Wrap-up time.
6. Assign Team/Agents and set Schedule (days, start/end in IST).
7. Enable Recording (if permitted) and Retries (attempts + spacing).
8. Save → Start (or Start in test mode if available).

Expected outcome: Answered calls connect Agent ↔ Customer; dispositions and recordings appear in Call Logs → Outbound and campaign analytics.

Option B — IVR / Voice Broadcast (automated)

What it does: Places automated calls to play a message and optionally capture keypad input (e.g., “Press 1 to confirm”).

Create the campaign (UI)

1. Call → Outgoing → Campaigns → Create New.
2. Choose IVR-based.
3. Add Audio (upload MP3/WAV) or Text-to-Speech.
4. (Optional) Configure IVR keys (e.g., 1=Confirm, 2=Call-me-back/route to queue).
5. Upload CSV or select a saved list; set Concurrency and Retries.
6. Choose Caller ID, Schedule (days/hours, time zone).
7. Save → Start (Test 10 numbers first).

Alt text: Creating IVR IVR-based outbound campaign

Expected outcome: Calls play the message; DTMF responses are logged. If a key route to agents, successful presses queue a live call.

Test & verify results

• Dry run: Start with 5–10 contacts.
• Logs: Check Call Logs → Outbound for status, duration, Caller ID, and Recording.
• Campaign analytics: Verify Answer Rate (ASR), DTMF key rates (broadcast), Agent connect rate (Agent-Connect).
• Quality: Listen to a few recordings for audio clarity and IVR timing.

Edge cases & best practices

• Compliance: Respect DND/opt-out and quiet hours; include an opt-out key (e.g., Press 9) in broadcasts.
• Caller ID: Test CLI deliverability; some routes mask or reject unapproved IDs.
• Concurrency tuning: Start small; increase based on answer rate and agent availability.
• Retries: Cap attempts (e.g., max 2) and space them to avoid spam flags.
• Agent readiness: For Agent-Connect, ensure queues/agents are online to reduce drop rates.
• International lists: Verify permissions and pricing before enabling.

Can I reuse my inbound IVR for outbound (OBD) campaigns in MyOperator?

No. Inbound IVRs can’t be attached to OBD campaigns. Create a dedicated OBD IVR (outbound-only), but feel free to reuse the same audio or TTS prompts.

Why inbound IVRs can’t be reused

How many campaigns can we create in one panel?

We can create up to 20 campaigns in one panel.

Troubleshooting

• Low answer rate: Adjust schedule, verify list quality, test different caller IDs, reduce concurrency.
• Agents not getting bridged: Check team assignment, agent status, and wrap-up timers.
• No recordings: Confirm outgoing recording is enabled and storage is sufficient.
• Webhooks failing: Validate endpoint/TLS/signature; replay payloads.
• “Create New” disabled: You may lack permissions, or Outgoing isn’t enabled—contact your admin.