What are the international restrictions for placing phone calls with Outreach Voice?

Applies To

• Outreach Voice

Answer

Regulatory situations with regard to calls in every jurisdiction are different and shift with some frequency. Because carrier agreements and governmental policies are constantly evolving, Outreach cannot provide comprehensive documentation of all known voice restrictions, as this list would be incomplete and nearly immediately out-of-date.

Outreach provides voice services through our partner, Twilio, which maintains their own guidelines on call access and capability in various countries. While some international regions may allow some call completion through Twilio, connectivity may be unreliable and quality diminished.

Note that these call destinations of particular interest have specific restrictions:

• Calls to mainland China are blocked entirely. Please see our voice provider's communications on this. 
• Outbound calls via India (+91) phone numbers will no longer be supported as of 8/1/24. Calls to India or any other outbound destination can only be made from non-India phone numbers.  Additionally, no new India numbers may be purchased or imported. Please see our voice provider's India country guidelines.

If your team is experiencing specific challenges when calling internationally, please contact Outreach Support and provide relevant examples of affected calls, the jurisdiction(s) into which you are calling and where your users are located, and our team will be happy to investigate what is happening with those calls.

Additional Information

Twilio Voice Guidelines

Twilio International Voice Quirks

Are certain international phone numbers unable to be purchased or imported in Outreach?