Outbound campaigns in MyOperator — types, setup, and best practices

Applies to: Admins/Owners, supervisors.
Outcome: Understand the two outbound campaign types and set one up end-to-end with verification.
Time to complete: 10–20 minutes.

What is an outbound campaign?

An outbound campaign places calls from your system to customers/leads on a schedule or list (CSV/API). Use it for alerts, reminders, feedback, renewals, or promotions with proper consent.

Prerequisites

• Role: Admin/Owner with permissions to create campaigns.
• Compliance: Only contact opt-in/consented numbers; follow DND/time-of-day norms (e.g., TRAI). No cold calling.
• Caller ID (DID): At least one active DID for outbound.
• Assets:
• Contact list (CSV or API).
• For IVR: Audio/TTS prompt and a published IVR node to route connects.
• For P2P: Assigned agents (Available) and call dispositions enabled.

Set up an IVR-based campaign

1. Go to Calls → Campaigns → New Campaign → IVR-based.
2. Name the campaign (e.g., “Policy Update – Week 32”).
3. Select Caller ID (DID).
4. Choose IVR flow (message + keypress options, e.g., press 1 → Sales).
5. Upload contacts (CSV) or connect API/Job source.
6. Schedule: pick dates, days, and window (e.g., Tue 12:00–13:00 IST).
7. Pacing/Retry (recommended):
• Max calls per minute: e.g., 60
• Retries for no-answer/busy: e.g., 2 with 15 min gap
8. Save & Start (or Save as Draft).

Expected result: Campaign status = Running/Scheduled; calls appear in Calls → Logs with direction Outgoing and IVR actions logged.

Set up a Peer-to-Peer (P2P) campaign

1. Go to Calls → Campaigns → New Campaign → Peer-to-Peer.
2. Name the campaign (e.g., “AM Feedback – Q3 Renewals”).
3. Select Caller ID (DID).
4. Assign agents/teams (ensure status Available during run window).
5. Upload contacts (CSV) or connect API/Job source.
6. Schedule run window (e.g., weekdays 10:00–18:00 IST).
7. Pacing rules:
• Concurrent calls per agent: e.g., 1
• Ring time: e.g., 25s
• Wrap-up time: e.g., 20s
8. Disposition set (e.g., Connected, No Answer, Callback, Not Interested).
9. Save & Start.

Expected result: The system bridges agent ↔ customer. Outcomes and dispositions appear in Calls → Logs/Reports.

Verify your campaign (first run checklist)

• Place a small test batch (10–20 numbers).
• Confirm answer rate, audio clarity, IVR keypress mapping (IVR) or dispositions (P2P).
• Ensure opt-out and DND handling behave as intended.
• Validate caller ID displays correctly.

Common edge cases & how to handle them

• High drop/no-answer: Lower pacing, increase ring time, adjust schedule to business hours.
• DND or invalid numbers: Expect rejections; scrub lists and respect opt-outs.
• Agent unavailable (P2P): Ensure agents are Available; reduce concurrency; stagger schedules.
• Incorrect IVR mapping: Re-publish IVR; retest “press-1” transfer.
• Duplicate contacts: De-dupe before upload; the system may skip duplicates depending on settings.
• Rate limiting/carrier caps: Spread runs across a larger window; throttle calls-per-minute.

Troubleshooting quick checks

• No calls launching? Confirm campaign is Running, DID is assigned, and contact list has valid numbers.
• Calls launch but fail? Check Logs for failure codes; retry policy; try another test number.
• P2P not bridging? Agent not Available, browser mic permission denied, or wrap-up locking pacing.
• Low connect-to-transfer (IVR): Shorten audio, place CTA within first 10–15 seconds.

Escalation (copy-paste template)

Subject: Outbound campaign help — [IVR/P2P]
Body:

• Account/Company: [Name]
• Campaign: [Name/ID]
• Caller ID (DID): [+91-XXXXXXXXXX]
• Schedule window: [Dates & IST times]
• Issue: [e.g., low connects / calls not launching / IVR keypress fail]
• 3 recent examples (IST): [time, number, outcome]
• Steps tried: [pacing change / agent availability / IVR republish]

Send to support@myoperator.co or your Account Manager.

FAQ (quick answers)

Can I schedule recurring campaigns?
Yes—configure days and windows (e.g., Tue 12:00–13:00 IST).

Are calls recorded?
According to your account settings and local regulations. Check Calls → Logs/Recordings.

Can IVR campaigns transfer to a live agent?
Yes—map a keypress (e.g., “1”) to a queue/department in your IVR flow.

Can I pause or stop a running campaign?
Yes—open the campaign and choose Pause/Stop; pending calls won’t be dialed.

Is cold calling allowed?
No. Use only for opt-in/consented contacts per regulatory policy (e.g., TRAI).