# Outbound calling permissions and restrictions

Make outbound telephone calls from enabled numbers and control the countries and number prefixes operators can call.

*Release 3.3 · admin, operator*

**Settings › Voice › Outbound Call Permissions** · **Settings › Voice › Voice Numbers** · **Settings › Account › Operators**

## 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

1. Turn on **Allow Outbound** for the required calling number and save it.
2. Give the operator **Voice** access and enable its **Allow Outbound** permission.
3. In **Outbound Call Permissions**, select **New**, choose **Allowed Country** and enter any **Restricted Prefix** values, separated by commas.
4. 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

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): Operators select an enabled voice number configured for outbound use.
- **Requires** [Operator telephone audio setup](RTC-004.md): The operator needs a working browser voice connection.
- **Configured in** [Roles and permissions](ADM-008.md): Voice and Allow Outbound permissions control operator access to dialling.
- **Configured in** [Call recording](RTC-013.md): The selected number's recording setting applies to the call.
- **Configured in** [Telephone call recovery and wrap-up](RTC-015.md): Voice wrap-up settings affect the operator after a call ends.
- **Configured in** [Telephone directory and number blocking](RTC-016.md): The telephone blacklist blocks outbound destinations even when calling permissions allow them.
- **Works better with** [Voice call controls](RTC-006.md): Connected outbound calls use the voice conference controls.
- **Works better with** [Telephone callback requests](RTC-009.md): An outbound call can fulfil the callback request the operator accepted for the same caller.
- **Related** [Conversation history and search](CHAT-024.md): Use conversation history to review completed outbound calls.

### Used by

- **Required by** [Telephone callback requests](RTC-009.md): Completing a request needs outbound calling access and an allowed destination.
- **Enhances** [Voice provider accounts and telephone numbers](RTC-001.md): Outbound calling uses numbers marked Allow Outbound.
- **Enhances** [Operator telephone audio setup](RTC-004.md): An operator authorised for outbound calls can use the browser connection to dial.
- **Enhances** [Voice call controls](RTC-006.md): The same call controls are available during connected outbound calls.
- **Enhances** [Voicemail messages and follow-up](RTC-010.md): Operators can make an outbound call to follow up the message.
- **Enhances** [Telephone directory and number blocking](RTC-016.md): Directory entries provide reusable destinations; outbound restrictions and the blacklist still apply.
- **Enhances** [Address book and contact actions](CRM-006.md): 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.