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Outreach User Admin Settings: Org Voice Overview

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Chris
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Purpose:

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

Intended Audience:

  • Outreach Admins

Contents:

This article discusses the following:

Note:

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.

Outreach Org Voice Settings 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.

How To Access Org Voice Settings:

  1. Access the Outreach Platform.
  2. Click on Administration (Gear Icon).
  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.

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 (Gear Icon).
  3. Click Org Info Then 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 a phone number(s) and/or country code(s)in the field Restricted call recording areas, this will automatically stop call recordings for the area codes listed. 
  6. Click Save.

Additional Resources:

Outreach Governance Profile Settings Overview

How To Enable Call Recording in Outreach

Call Recording Laws and Regulations: US and International

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