How To Set Up Outreach Voice – Outreach Support

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.
If Voice features aren't available, or non-functional, this indicates that Voice permissions aren't allowed for your governance profile. Please contact an Admin for further information and permissions.

Procedure

Access the Voice Setting:

Access the Outreach Platform.
Click the user's initials in the bottom left corner of the navigation sidebar, then click Personal Settings.
Click Phone numbers under Voice.
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. For more information on the local Presence feature, refer to the Enable Local Presence article.

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 regarding pricing, refer to the Outreach Voice Pricing Summary.

Purchase a New Phone 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. You may select which number you want to use for calling or texting.

Note: Texting is a closed Beta, only historically enrolled organizations can use this feature.

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. If a prospect's phone number is not in E.164 format, when the phone call is attempted, this code will be applied.

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.

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.

Select the Device You Want to Call From under Devices

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 to 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.

Notes:

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.
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.

Call Audio

Click on Edit audio settings to set up your Mic and Speakers. Select which Speak and Mic you would like to use. Select the Dial Tone from the Dial Tones menu.

Audio Gain Control, Echo Cancellation, and Noise Suppression could be enabled by checking the applicable checkboxes.

Voicemail

To use voicemail select Use an automated voicemail greeting, then select the voicemail you would like to use Male or Female from the dropdown menu. You may write the voicemail text in the Voicemail Greeting box.

If you would like to record a voicemail, click on Record new message, a new window will open to allow you to record your message. After Saving the recording, you may select this as an option.