Outbound Call Policies

Updated at May 19th, 2026

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Table of Contents

Create a Customized Outbound Call Policies Step 1: Create the Policy Step 2: Import Dialing Rules Step 3: Save and Close Countries Whitelist: Bulk Adding Whitelisted Countries Clearing the Whitelist Adding a Specific Area with a Passcode Saving Your Progress Organization Link: Note Create a Default Rule Note: Edit/Delete an existing outbound call policy Edit Delete Assign Outbound Call Policy to Users

Create a Customized Outbound Call Policies

Step 1: Create the Policy

Go to Phone System- System- Outbound call policies and click the Custom policies tab.
Click Add on the right side of the screen.
Type a name for your policy (e.g., Test) and click Create.

Step 2: Import Dialing Rules

In the window that pops up, make sure you are on the Dial plans tab and click Import.
Click the Select country dropdown and choose a country (e.g., Singapore).
Check the boxes next to the rules you want to use.
Click Import.

Step 3: Save and Close

Review your rules in the list.
Click Close in the bottom right corner to finish. Your new policy is now ready.

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:

Bulk Adding Whitelisted Countries

Open your outbound call rule and click the Country whitelist tab.
Click the blue Add button.
Click the Select country dropdown.
Check Select non-whitelisted countries to select all available destinations at once.
Click Add.

Clearing the Whitelist

On the Country whitelist tab, click the Remove all button next to the search bar.
A confirmation box will appear. Click Confirm to wipe the list clean.

Adding a Specific Area with a Passcode

If you want to whitelist a specific region and require users to enter a passcode to complete the call:
Click the blue Add button.
Use the search bar in the dropdown to find and select a country (e.g., Singapore).
Check the Passcode required box.
Toggle the Specific area switch to ON.
Fill in the required fields:
- Area code: Enter the local area code (e.g., 1234).
- Location name: Give the region a name (e.g., HHH).
Click Add.

Saving Your Progress

Review your updated list on the dashboard.
Click Close in the bottom right corner when you are finished.

Organization Link:

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:

Open your outbound call rule and click the Organization Link tab.
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 5 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.

Create a Default Rule

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

To do so, please follow the steps below:

Go to Phone System- System- Outbound call policies.
Click the Default Policy tab
Click Add to make a new dial plan and Import to add default rules by country.
Click Disable default policy button to disable the default policy. You can also enable them by clicking Enable default policy button.
Add the required fields:
1. Dial Plans
2. Countries Whitelist

Note:

Disabling the Default Rule: If you don't need the global default rule, you can toggle it off. The system will then strictly use the custom outbound call rules assigned to each user. (Note: When the default rule is disabled, the main rules table will be greyed out).

Country Lists: The countries available in your Dial Plan and Country Whitelist dropdowns are managed and populated based on your settings in the Business Hub > Portal Configuration.

Edit/Delete an existing outbound call policy

Edit

Select the Outbound Call Policies tab
Navigate to either Default Policy or Custom Policies 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 ( for Custom Policies)
You can also edit an existing plan by clicking on the Pencil icon

Delete

Select the Outbound Call Policies tab
Navigate to either Default Policy or Custom Policies tab
Click the Trash icon on the particular rule you wish to delete

Assign Outbound Call Policy to Users

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

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