Outreach User Admin Settings: Org Voice Overview

Objective

The purpose of this article is to provide information to Outreach Admins regarding org-level voice settings.

Applies To

• Outreach Admins

Before you begin

Some Outreach views and options require admin-level governance permissions. If the options outlined in this article are unavailable, contact the Org’s Outreach Administrator as applicable. For more information regarding governance profile settings, refer to the Outreach Governance Profile Settings Overview article.

Overview

Outreach provides Outreach Admins the ability to set restrictions and parameters to better protect and maintain consistency for all Users included in the organization.

A Note About Changes to or Switching Voice Services and Admin Notification

When changes are made to the Outreach Org Voice settings, Admins will receive a detailed email outlining the change made, the User responsible, and date and timestamps of changes made.

Because call recordings are stored for up to 10 days once Outreach Voice services have been disabled, Outreach Admins will receive an email notification with the same details on days 1, 5, 9, and 10. Enabling Voice during this time frame will prevent potential data loss.

Any action where Voice is disconnected, including switching providers, results in the following:

• Purchased phone numbers will be deleted in ten days
• Call recordings will be deleted in ten days
• The Address tab will no longer be accessible to Users
• The Phones tab will no longer be accessible to Users
• Recording options for call logs will no longer be accessible through Outreach Voice and Users will have to rely on the organization's preferred provider (i.e. RingCentral, Dialpad, etc.) to manage call recordings moving forward.
• Call recordings will still be available in Call Logs; however, Outreach is not responsible for the quality or maintenance of call recordings originating from a third party integration.

Procedures

Access Org Voice Settings

1. Access the Outreach Platform.
2. Click Administration.
3. Click Org Info Then Voice.

Outreach Org Voice Settings are separated provide Outreach Admins the ability to configure the following settings for the Org:

• Turn on Calling
• Choose a Voice Service
• Outreach Voice Call Settings

Turn On/Off Calling

• Turn on the toggle next to Turn on calling to enable Outreach's voice. Accept the Voice Terms by reading the terms and clicking on the checkbox, then click on Accept. 
• Disabling, toggling the Voice service off, will result in the deactivation of all purchased phone numbers, and any recordings will be deleted within 10 days. Deleted recordings cannot be recovered.

Choose a Voice Service

Once an Outreach Admin has enabled Voice services for the Org, a Voice service can be configured.

Selecting a Voice service other than Outreach, results in the deactivation of all purchased phone numbers, and any recordings will be deleted in 10 days. Additionally, before Outreach Admins enable Dialpad, RingCentral, or another third party service, the following must apply:

• Previously deployed the service successfully
• Enabled Voice calling for all Users
• Confirmed the User’s browser supports Dialpad

For more information regarding Dialpad, RingCentral, or a third-party service and Outreach integration, contact your AE as applicable.

Outreach Voice Call Settings

Outreach Admins have the ability to configure if extensions are dialed automatically, whether or not to allow Users to record calls, and define how long records should be kept.

A Note About Recording Calls

United States Call Recording: One-party vs. Two-party Consent

When it comes to the legality of call recording in the United States, states typically adopt a one-party consent policy or a two-party consent policy. A one-party consent policy states that you will need consent from one of the parties participating in a call in order to record.

Some states, however, have opted for a two-party consent policy (often known as all-party consent) where all parties have to be informed that the call is being recorded. Whether a state is one-party or two-party, it is best practice to obtain consent from all parties in the call.

For more information regarding call recording laws and regulations, refer to the applicable content in the Additional Resources section of this article.

This is not legal advice. We strongly recommend you consult with your own counsel prior to allowing the recording of calls placed through Outreach.

Outreach Voice Restrictions

Because some states require consent from both parties for calls recorded, Outreach provides Admins the option to restrict incoming calls from specific phone numbers as well as prevent call recording from occurring when dialing specific area code.

Because some states require consent from both parties for calls recorded, Outreach provides Admins the option to restrict incoming calls from specific phone numbers as well as prevent call recording from occurring when dialing specific area code.

To manage restrictions:

1. Access the Outreach Platform.
2. Click on Administration.
3. Click Org Info > Voice.
4. Optionally add a phone number(s) in the field Blocked phone numbers to block incoming calls from that number, this is useful to block spam calls.
5. Optionally add area and/or country code(s) in the field Restricted call recording areas, this will automatically stop call recordings for the area/country codes listed. 
6. Click Save.

Call logging Settings

This section contains rules which allow Admins to specify rules for how their calls are logged.

1. Access the Outreach Platform.
2. Click on Administration.
3. Click Org Info > Voice.
4. Navigate to Call log settings.
5. Toggle the following settings as required
   1. Require a prospect to log a call
      • This changes prospect to a require field in the call log form
      • In the event a prospect should not be associated i.e. user receives a spam call, the option “Do not associate” is now an option in the drop down. The user is required to specifically select this option
   2. Require users log all calls
      • • This prevents users from placing additional calls if they have any calls that have not been logged. 
        • If a user has any unlogged calls and attempt to place a new call, they receive an error message in the dialer indicating that they have unlogged calls as well as a link to a report showing all calls they need to log. Users will not be able to continue calling until all calls are logged. Note: This does not apply to calls of the following call statuses:  
          • Outbound calls- `Failed`, ‘Canceled’ 
          • Inbound  calls- ‘Busy’, `Missed`, ‘No Answer’
        • The option to “Don’t log call” is removed
        • If a user has unlogged calls, new inbound calls are not prevented
   3. Prevent logged calls from being edited
      • • • Once a call has been logged by a user, the call log becomes read only and they are no longer able to edit it

Additional Information

Outreach Governance Profile Settings Overview

How To Enable Call Recording in Outreach

Call Recording Laws and Regulations: US and International