Outbound calling permissions and restrictions
Make outbound telephone calls from enabled numbers and control the countries and number prefixes operators can call.
What it is
Outbound calling lets you telephone a customer from the INSIDE voice console. Outbound Call Permissions controls which destination countries and prefixes are permitted. The operator's calling permission and the website's telephone blacklist also apply.
Who uses it and why
- Operators call customers and complete accepted callback requests.
- Administrators with Settings select outbound numbers and maintain destination permissions. Users with Settings or Manager and the required operator permissions grant operator calling access within their management scope.
Where to find it
Maintain destinations at Settings › Voice › Outbound Call Permissions. Enable calling numbers at Settings › Voice › Voice Numbers. Set the operator's Voice and Allow Outbound access in Settings › Account › Operators.
Operators dial through the voice console and its Keypad.
How it works
Select an available outbound calling number and enter or choose the customer's telephone number. Start the call using Begin Call.
INSIDE checks your Voice and Allow Outbound permissions, the destination blacklist and the country and prefix policy. When the call proceeds, it creates a voice conversation and connects the participants. You can then use the normal call controls.
Despite its name, Restricted Prefix narrows the numbers that are allowed. A destination must match a permitted country and, where prefixes are entered, start with one of those prefixes after the country code. An empty prefix list permits the selected country as a whole.
Configure it
- Turn on Allow Outbound for the required calling number and save it.
- Give the operator Voice access and enable its Allow Outbound permission.
- In Outbound Call Permissions, select New, choose Allowed Country and enter any Restricted Prefix values, separated by commas.
- Save each country permission and check the telephone blacklist for destinations that should be blocked.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Allow Outbound | Settings › Voice › Voice Numbers › Number Setup | website | Off | Settings role | Makes this telephone number available to operators as an outbound calling number. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Allowed Country | Settings › Voice › Outbound Call Permissions | Yes | Selects the destination country covered by this permission record. |
| Restricted Prefix | Settings › Voice › Outbound Call Permissions | No | Narrows permission to matching destination prefixes within the country. Leave empty to permit the whole country. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage outbound destination permissions and calling numbers. |
| Manager | Manage operator calling access within the account's permitted management scope. |
| Voice | Use telephone calling. |
| Allow Outbound | Place outbound calls when enabled under the operator's Voice permissions. |
Limits and good to know
- Only one permission record can exist for each country on a website. Edit the existing record to change its prefixes.
- Prefixes apply to the destination number after its country code.
- A blacklisted destination remains blocked even if its country and prefix are permitted.
- When you call back the same caller whose callback request you accepted, INSIDE closes that request and links it to the new outbound conversation.
Depends on and works with
+1 more · this feature uses
- Telephone directory and number blockingConfigured by
The telephone blacklist blocks outbound destinations even when calling permissions allow them.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Voice and Allow Outbound permissions control operator access to dialling.
- Conversation history and searchRelated
Use conversation history to review completed outbound calls.
- Voice provider accounts and telephone numbersRequires
Operators select an enabled voice number configured for outbound use.
- Operator telephone audio setupRequires
The operator needs a working browser voice connection.
- Voice call controlsEnhances
Connected outbound calls use the voice conference controls.
- Telephone callback requestsEnhances
An outbound call can fulfil the callback request the operator accepted for the same caller.
- Call recordingConfigured by
The selected number's recording setting applies to the call.
- Telephone call recovery and wrap-upConfigured by
Voice wrap-up settings affect the operator after a call ends.
- Telephone directory and number blockingConfigured by
The telephone blacklist blocks outbound destinations even when calling permissions allow them.
Used by
- Voice provider accounts and telephone numbersEnhances
Outbound calling uses numbers marked Allow Outbound.
- Operator telephone audio setupEnhances
An operator authorised for outbound calls can use the browser connection to dial.
- Voice call controlsEnhances
The same call controls are available during connected outbound calls.
- Telephone callback requestsRequires
Completing a request needs outbound calling access and an allowed destination.
- Voicemail messages and follow-upEnhances
Operators can make an outbound call to follow up the message.
- Telephone directory and number blockingEnhances
Directory entries provide reusable destinations; outbound restrictions and the blacklist still apply.
- Address book and contact actionsEnhances
Outbound voice adds Voice Call for eligible mobile numbers.
FAQ and troubleshooting
Why can I not see outbound calling controls?
Check website voice availability and your Voice and Allow Outbound permissions. At least one accessible number must be available for outbound use.
Why is this destination blocked?
Check Blacklist, the selected Allowed Country and its prefixes. A prefix entry allows matching numbers, despite the Restricted Prefix label.
Why can I not add the same country again?
The website already has a permission for that country. Edit that record instead.