Outbound Call Rule

Updated at February 17th, 2025

+ More

Table of Contents

Create a Customized Outbound Call Rule Dial Plans: Option 1: Add customized Dial Plans: Option 2: Import default Dial Plans: Countries Whitelist: Organization Connect: Note 1.2 Create a Default Rule Note 2. Domain Default Outbound Call Rule 2.1. Access Control 2.2. Configuration Note: 2.3. Domain Rule for Customer Orgs Note: 2.4. Edit an existing outbound call rule Assign Outbound Call Rule to Users

Outbound Call Rule is composed of the rules for Dial Plan, Countries Whitelist and Organization Connect.

Create a Customized Outbound Call Rule

In order to create a new Outbound Call Rule, follow the steps below:

Click on the profile icon > go to Manage Organization
Select the Outbound Call Rule tab
Go to Custom rules tab
Click Create button
Give your rule a name
Click on the Pencil icon to configure the rule

Dial Plans:

By default, if users want to make an outbound call from our system, they will need to follow this standard:

<country code> + <area code> + <destination>

However, to reduce the steps, you can set up a dial plan for their calls. By setting this up, users will not have to key in the country code every time they call out.

To set up the Dial Plan, follow the steps below:

Option 1: Add customized Dial Plans:

On the configuration page, select Dial Plan > Add
Input the pattern > Add

Option 2: Import default Dial Plans:

On the configuration page, select Dial Plan > Import
Select the dial plan of the country that you want to use > Import
- Currently, we support default dial plans for the following countries:
  1. Indonesia
  2. Malaysia
  3. Phillipines
  4. Singapore
  5. Thailand
  6. Vietnam

Countries Whitelist:

Countries Whitelist is the list of countries that users are allowed to call to. By default, there are 20 countries in the whitelist, if you need to call the countries that are outside of this list, please follow to steps below to add more countries:

On the configuration page, select Countries Whitelist > Add countries
Select the countries for the whitelist
Passcode Required: tick this option if you need your users to key in their passcode every time they call this country
Add

If you want to remove the countries from your list, there are 2 ways to remove them:

Select the Remove all button.
Select the specific country that you would like to remove > click on the trash icon.

Organization Connect:

This place is used for setting up the Prefix to call to other connected Organizations.

To set up the prefix for a connected Organization, please follow the steps below:

On the configuration page, go to the Organization Connect
Select:
- Organization
- Prefix
  - You can add rules for multiple accounts at the same time.
Click Add button. You can also update the rule by clicking on the Pencil icon and delete the rule by clicking the Bin icon.

Note

The Prefix is per direction per connection
Limit 3 digits
Make sure that the Prefix does not conflict with the Dial Plan

A toggle button allows users to enable or disable the automatic appending of the “+” sign when making outbound calls. The toggle can be turned ON or OFF accordingly.

Toggle ON – The system automatically appends the “+” sign, eliminating the need for users to enter it manually.

Toggle OFF – The system displays a warning toast before being disabled, requiring users to manually dial the “+” sign when making outbound calls.

1.2 Create a Default Rule

Besides setting a particular Outbound Rule for each team, you can set a default Outbound Rule in this section for the Queues and Users within the organization, who have not been assigned a customised Outbound Call Rule.

To do so, please follow the steps below:

Click on the profile icon > go to Manage Organization
Select the Outbound Call Rule tab
Click the Default Rule tab
Click Add to make a new dial plan and Import to add default rules by country.
Click Disable default rule button to disable the default rules. You can also enable them by clicking Enable default rules button.
Add the required fields:
- Dial Plans
- Countries Whitelist

Note

You can disable the Default Rule if it isn't necessary. The system will follow the Outbound Call Rules that you assign to users.

2. Domain Default Outbound Call Rule

Outbound call rule can also be defined at the domain level to be automatically inherited by all customer organizations under that domain.

2.1. Access Control

The Owner or Admins with privileges will set up the Domain Default Outbound Call Rules, including the Dial Plan and Country Whitelist for the organization.

2.2. Configuration

Go to Admin Organization
Select Portal Settings
Select Portal Config
Scroll down to the option “CpaaS default outbound/ inbound rule”
Select Outbound Call Rule
Click Update
Set up the Dial Plan and Country Whitelist for this new rule

Note:

The Outbound Rule that is created here will be applied to all the customer organizations under the same Domain, only if these organizations do not have their own Outbound Call Rule. If an organization has its own rule, that specific rule will be followed instead of the Domain Outbound rule.
If the Domain updates the Domain Outbound Call Rule, the new version will apply to the newly created organizations. For existing organizations that follow or use the old version, the initial settings that were set up for them will continue to apply.

2.3. Domain Rule for Customer Orgs

Customer Organization under the same domain which inherit the Rule Template from Domain

Go to the "Customer Organization"
Select Manage Organization
Select Outbound Call Rule
Click Default Rule
Click Import Domain Rule
After clicking the Import button, the Domain Rule will appear (allowing for customization based on specific requirements, if needed)

Note:

Users can import Domain Rule to their Organization Default Rule as well as Custom Rules.
The imported Dial Plan and Country Whitelist rules are customizable according to user requirements.
Any changes in the Customer Organization won’t affect the Original Domain Outbound Rule.

2.4. Edit an existing outbound call rule

Users can edit an existing call rule by following these steps:

Select the Outbound Call Rule tab
Click the Pencil icon on the particular rule you wish to edit
You can edit the Rule Name by clicking on the Pencil icon in front of the name.
You can also edit an existing plan by clicking on the Pencil icon or add a new plan by clicking Add.

Assign Outbound Call Rule to Users

Once the rule is created, you can assign it to your users from the Admin Tools page.

outreach phone call

Contact Us

Outbound Call Rule

Contact Us

Create a Customized Outbound Call Rule

Dial Plans:

Option 1: Add customized Dial Plans:

Option 2: Import default Dial Plans:

Countries Whitelist:

Organization Connect:

Note

1.2 Create a Default Rule

Note

2. Domain Default Outbound Call Rule

2.1. Access Control

2.2. Configuration

Note:

2.3. Domain Rule for Customer Orgs

Note:

2.4. Edit an existing outbound call rule

Assign Outbound Call Rule to Users

Related Articles