Managing Outreach Phone Numbers – Outreach Support

Objective

Managing phone numbers in Outreach for use with Outreach Voice.

Applies To

Outreach Users
Outreach Admins

Before You Begin

Please note that using imported number lists is not a recommended practice due to risk of outgoing calls to Prospects being registered as spam.

Procedures

Purchasing and Managing Phone Numbers

In order to make calls, you need a phone number configured which your Prospects will see when you call. Outreach has three types of numbers from which you can make calls:

Local Presence
Purchased Numbers
Personal Numbers

Note: Phone number pricing is dependent on the country the number is in. For more information regarding purchasing and managing international numbers, refer to the International Number Overview and FAQs article.

Local Presence

If your account is enabled for Local Presence, you can select the Prospect's local number option. This feature automatically selects a number that matches the Prospect's area code and can purchase a new phone number if none are available. The numbers utilized for Local Presence are shared across the organization. These numbers are managed automatically as you make calls, so there is no need to manually add numbers for Local Presence.

Purchased Numbers

Purchased numbers can be used as the outgoing display number as well as to receive calls within Outreach. When Prospects call to your Outreach Purchase Phone number, those calls will automatically be mapped to the Prospect's activity. If your account is enabled for texting, you can also use US and Canadian numbers for texting prospects.

Personal Numbers

If you already have a phone you prefer to use for calling, say a desk phone or mobile phone, you can import that phone number into Outreach so you can leverage the benefits of Outreach and still have Prospects see your personal number when you are calling them.

Note: When a Prospect calls back to a personal phone, it will go directly to that device and will not be automatically tracked in Outreach. You will need to manually log these calls to track these within Outreach.

Routing

Outreach will route inbound calls with local presence in the following order:

If the incoming phone number matches a single Prospect, route the call to the last active user that called this number using the local Presence number the Prospect called.
If the incoming phone number matches a single Prospect, route to the owner of the Prospect.
If the phone number matches a single Prospect, route the last active user that called this number using ANY local presence phone number.
If the phone number matches a call (to/outgoing or from/incoming), route to the user that was on that call.
If none of the above is possible, the call will be routed to any user permitted to use Outreach Voice to avoid the call failing to connect entirely