Objective
The purpose of this article is to provide direction to Outreach Users in setting up Outreach Voice.
Outreach Voice provides multiple methods for making and receiving calls. This article provides direction to users in setting up their Outreach Voice options.
Applies To
- Outreach Users
Notes
- Outreach recommends reviewing the Outreach Voice Network Requirements article prior to completing this process.
Procedure
Add an Outreach Phone Number
- Access the Outreach Platform.
- Click the user's initials in the bottom left corner of the navigation sidebar.
- On the Settings landing page, click Voice in the menu bar.
- On the Voice Settings landing page, configure your Voice settings as applicable.
My Outreach Phone Numbers
Outreach provides you with three options when configuring your phone numbers.
Prospect's Local Number
Select this option to enable a number with the Prospect's local area code to appear in their caller ID when you call. If an area code matching the Prospect's cannot be found, Outreach uses an area code near the Prospect's location.
Note: Each time you dial a Prospect with a new area code, a new number is added to your account. Each new number incurs an additional charge. For more information on regarding pricing, refer to the Outreach Voice Pricing Summary.
For more information on the local dial feature, refer to the Enable Local Dial article.
Purchase a Number
Select this option to purchase a new number to appear in the caller ID when calling Prospects.
Note: This number cannot be a number you already own and use. For more information on configuring a Purchased Number, refer to the How To Add an Outreach Phone Number article.
Import a Number
Select this option to import a number you already own and would like to use. This number will appear on the Prospect's caller ID when you call.
For more information on custom caller ID, refer to the How To Configure Custom Caller ID (Import a Phone Number into Outreach) article.
After you successfully configured your phone number options, your default number appears in the My Outreach Phone Numbers section.
Select the Device You Want to Call From
Outreach provides you with two options for calling Prospects: Computer or Phone.
Selecting the Computer option allows you to utilize your internet and computer to call Prospects. Though this option is more affordable, you are at the mercy of your internet connection; therefore, if you're working with a weak wireless signal, or a low-bandwidth connection, calls could be dropped due to high-volume traffic or connection degradation.
Selecting the Phone option allows you operate on the standard Telco lines (or mobile provider as applicable). Though possibly more reliable than a computer-based option, rates could vary.
For more information regarding the pros and cons of computer vs. phone calling options, refer to the Outreach Voice Overview article.
Selecting Both requires an imported number and a computer-based dialing method. When receiving an incoming call, the call will ring both on your preferred number and your computer within Outreach, allowing you to answer the call on either device.
Note: When using this option, unanswered calls connect to your preferred number's voicemail and you will not be able to set up a voicemail greeting in Outreach as the call routes to your preferred number's voicemail system.
Enabling the Keep Your Phone Connected Between Calls option will keep the call connected to your preferred number after the Prospect disconnects, and connect to the next Prospect you dial over the same connection to save time in setting up new calls.
Set the Default Country Code
The default country code is set per Outreach user and is applied in the event a prospect's phone number has not been saved in standard E.164 format.
Select from the list of available countries in the dropdown What country code do you want to use as a default when initiating a phone call? By default, United States (+1) is selected.
If a prospect's phone number is not in E.164 format, when the phone call is attempted, this code will be applied.
Note: Outreach recommends that all prospect phone numbers, whether manually entered or brought in via syncing from CRM, are saved in E.164 format instead of a local format to ensure successful dial out. For information, review our guide on Recommended Phone Number Formatting.
Additional Information
Outreach University - Outreach Voice
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