An outbound call in MyOperator is a phone call initiated by your agent to a customer or prospect for sales, follow-ups, feedback, or proactive support.

Contents

• At a glance
• Prerequisites
• How to place an outbound call (web)
• Alternative paths (mobile & bulk)
• Key features & defaults
• Expected result & success checks
• Troubleshooting & edge cases
• Compliance notes
• FAQs
• Related articles
• Glossary

At a glance

• Initiator: Agent triggers the call from the MyOperator web panel.
• Direction: From your business to the customer.
• Recording: Uses your account’s recording setting (on/off).
• Tracking: Real-time status and outcomes appear in the dashboard.
• Retries (optional): One scheduled call + up to 2 auto-retries if unanswered.
• Channels used: Two telephony channels—one to dial out, one to bridge the customer to the agent.

Prerequisites

• Role/permission: Agent or Admin with calling permission.
• Available channel capacity/credits: Ensure your plan has outbound capacity.
• Verified caller ID/business number: Helps answer rates and compliance.
• Working audio device or softphone: Headset recommended.
• Calling window: Call within allowed business hours for your region.

How to place an outbound call (web)

1. Open Calls → Outbound → New Call
   Or go to: https://app.myoperator.com/outbound/new
2. Select Caller ID / From number
   Choose the business number your customer should see.
3. Enter the customer number
   Use full number with country/area code.
4. (Optional) Add disposition & notes template
   Pre-select outcomes you will log after the call.
5. Click Dial
   Your phone/softphone rings first → answer → system bridges to the customer.
6. Wrap up
   Log disposition (e.g., Connected – Demo booked), add notes, and save.

Tip: To adjust retries, open Settings → Call Flow → Outbound Retries.

Alternative paths (mobile & bulk)

• Mobile app (if enabled):
  Open Calls → Dialer, pick From number, enter customer number, Call.
• Bulk/campaign dialing:
  Go to Outbound → Campaigns → Upload CSV:
  phone,first_name,last_name,tag
  Start a small test campaign (50–100 contacts) before scaling.

Key features & defaults

Expected result & success checks

After you dial:

• Live status shows Ringing → Connected/Unanswered/Busy/Failed.
• If unanswered, auto-retries trigger per your settings.
• Recording (if enabled) and call log appear within a minute.
• Agent notes & disposition are saved to the record (and synced to CRM if integrated).

Quick self-test

• Place a test call to a consenting number.
• Confirm: From number correct → audio clear → disposition saved → recording playable → visible in Analytics.

Sample dispositions

• Connected – Qualified
• Connected – Callback scheduled
• No answer – Retry pending
• Busy – Reschedule
• Wrong number
• Do not contact (DNC)

Troubleshooting & edge cases

• No recording found: Check Settings → Recording & Privacy and queue/number policy.
• Call won’t start: Verify permissions, channel availability, and that your device answered the initial agent leg.
• Low connect rate: Warm up caller IDs, avoid high-frequency redials, and call during local business hours.
• Frequent spam labeling: Use registered/verified caller IDs where available; keep call openers concise and compliant.
• All retries missed: Item is marked Unanswered with timestamp; adjust retry interval or time window.
• CRM not updating: Re-check Integrations mapping (contact/lead IDs, outcome fields).

Compliance notes

• DND/NDNC (Do Not Disturb / Do Not Call): Do not call numbers on suppression lists.
• Consent & recording: Play a recording notice where required; obtain express consent where laws mandate it.
• Time-of-day rules: Many regions restrict calling outside business hours or on holidays.
• Opt-out handling: Honor opt-out requests immediately and document the disposition.

FAQs

Are outbound calls charged differently than inbound?
Plans vary. Outbound uses two channels during the bridge; check your plan details.

Can I change retry count and spacing?
Yes. See Settings → Call Flow → Outbound Retries (max 2 by default).

Where do I find recordings and logs?
Open Analytics → Call Logs or https://app.myoperator.com/analytics.

Can agents call from mobile?
If your plan includes the mobile app, use Calls → Dialer in the app.

Does this support predictive dialing?
Standard manual/preview dialing is supported here. For predictive dialing needs, contact support for available options or integrations.

Glossary

• DND / NDNC: Do-Not-Disturb / Do-Not-Call lists that block unsolicited calls.
• Channel (telephony): A single concurrent call path. Outbound bridging uses two.
• Bridge: The system-managed link between the agent leg and the customer leg.
• Disposition: The outcome you log after a call (e.g., Connected – Follow-up).

Need help?
Chat: https://myoperator.com/support • Email: support@myoperator.com (add subject Outbound Call Help and include your account ID).