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Managing Outreach Phone Numbers

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Chris
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Purpose: 

The purpose of this article is to provide information to Outreach users in managing Outreach numbers for Outreach Voice. 

Note

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 

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. 

Routing: 

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

  1. 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.

  2. If the incoming phone number matches a single Prospect, route to the owner of the Prospect.

  3. If the phone number matches a single Prospect, route the last active user that called this number using ANY local presence phone number.

  4. If the phone number matches a call (to/outgoing or from/incoming), route to the user that was on that call.

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. 

For more information regarding Outreach's texting feature, refer to the applicable articles in the Outreach Messenger (Texting) [Beta] section. 

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. 

Additional Resources: 

Outreach University - Voice

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