How can I create a new outbound dialer campaign in MyOperator?

How can I create a new outbound dialer campaign in MyOperator?

⚡Quick answer:

You can create two kinds of outbound campaigns—Peer to Peer (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.

1. 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 Peer to Peer-Connect): Logged in, available, with mic/headset permissions.
  • Audio (for Broadcast): Final MP3/WAV or text for TTS; any IVR key mappings decided.

Video walkthrough


2. 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.

Unnamed

Unnamed

Alt text: Creating an outbound campaign

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

3. 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).

image.png

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.

4. 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 (Peer to peer-Connect).
  • Quality: Listen to a few recordings for audio clarity and IVR timing.

5. Edge cases & best practices

  • 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 Peer to Peer-Connect, ensure queues/agents are online to reduce drop rates.
  • International lists: Verify permissions and pricing before enabling.

6. 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.

7. Why inbound IVRs can’t be reused

Reason

Inbound IVR

OBD IVR

Call direction

Customer → Business

Business → Customer

Start event

Ring → answer → IVR

Auto-dial → answer → IVR

Retry logic

n/a

Controlled by campaign (attempts, spacing)

Reporting

Queue paths, SLA

Answer %, DTMF %, retries

8. How many campaigns can we create in one panel?

We can create up to 20 campaigns in one panel.

9. Are calls made through a Peer-to-Peer outbound campaign recorded, and where can I find those recordings?

Yes. A Peer-to-Peer campaign simply auto-initiates outgoing calls, so each call is recorded the same way as a regular outbound call. You can listen to or download the recordings in the Logs section of your dashboard.

10. 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.