How Local Dial Works

Purpose: 

The purpose of this article is to provide information to Outreach users regarding Outreach's Local Dial feature. 

Local Dial allows Outreach users to choose the area code to display when calling a Prospect. The Local Dial feature allows Outreach users to call from a number that matches the area code of the end recipient, increasing the likelihood the Prospect will answer the call.

Enabling the Local Dial feature in Outreach Voice ensures the number you are dialing from matches the region of the end recipient. Once used, the assigned phone number is added to your organization and kept in a bank with numbers from different regions for future use. If Local Dial is enabled and you have a privately reserved number attached to your Outreach profile that matches the end recipient's area code, Outreach takes the matching number in your private phone number list to use for calls, even if there isn't an area code in your organization's bank.

For example, if users call a New York-based Prospect, Outreach automatically selects a New York City area code, 212. If the user already has a New York phone number, Outreach defaults to the user’s number.

There are a limited number of area codes available in a region. If a local area code is unavailable, and the user number is from outside of the area, Outreach assigns a phone number with the next closest area code in the region. For example, if 212 is not available for New York City, Outreach assigns a 646 number.

The Outreach dialer is smart enough to match inbound phone numbers and the local dialer number, so when the Prospect calls back, Outreach routes the call to the Outreach user that most recently dialed the Prospect. If the inbound call does not have an associated Outreach user, the call will be routed to the last person who used the local number. If the local number has never been used by Outreach (ex: the local number was recently purchased but never used), Outreach routes the call to the most recent active Outreach user.