How to enable outgoing calling

Who should read this article: Administrators

Learn how to set up agents, Caller ID groups, and outbound Dialer campaigns to start making calls efficiently.

Introduction

Voiso offers an intuitive interface that makes it easy to set up key components for outbound calling, including Users (agents), Caller ID groups, Numbers, and more. With these elements in place, your agents and automated Dialer campaigns can seamlessly connect with your clients (contacts).

To enable outgoing calls from your contact center, you’ll need the following:

• At least one phone number for your contact center
• At least one Caller ID to identify the origin of your calls on telecom networks

You can assign phone numbers to:

• Individual agents
• Caller ID groups for teams of agents
• Dialer Campaigns via Caller ID groups

Phone Numbers

Set up phone numbers for your contact center by either purchasing numbers from Voiso or adding your own. Manage all your numbers easily from the Numbers page.

In the Voiso navigation bar, select Inbound > Numbers. If you already have numbers, you can view them in the Numbers table (1).

Buying New Numbers

1. Click Buy Numbers (2).
2. Search for available numbers by country and geographic region.
3. Select the numbers you want, then click Buy Numbers to add them to your list.

Adding Your Own Numbers

1. Click Add 3rd Party Number (3).
2. Enter the number, country, and number type.

For help with purchasing or importing numbers, contact your Voiso account manager.

Setting Up an Individual Caller ID

To assign a Caller ID to a specific user, follow these steps:

1. On the Voiso navigation bar, go to Users > Users.
2. Select the user to open the Edit User page. You can also assign a Caller ID while initially adding a user.
3. In the Caller ID field, enter one of your phone numbers.

Setting up Caller ID groups

Caller ID groups allow you to manage multiple Caller IDs (CIDs) for a Dialer campaign, manually dialed calls, and click-to-call from your CRM or other service. When team members associated with a Caller ID group make calls, Voiso automatically selects a CID based on the region being called or whether the contact has been called before.

To create a Caller ID group, navigate to Outbound > Caller ID groups in the Voiso navigation bar to open the Caller ID Groups page.

Default CID group

When you first open the Caller ID Groups page, the only available CID group is the Default group.

You can edit the Caller ID name, description, and assign an existing CID or a third-party CID. By default, the Caller ID name is set to anonymous.

To edit the Default group:

1. Click the Default group in the Caller ID Groups page.
2. Click Select existing Caller ID to open the Select Caller ID panel.
3. Choose numbers from your owned list by selecting individual numbers, destinations, or countries. To select all numbers for a country, select the country name.
4. Click Save to add the selected numbers to your Default Caller IDs.

Custom CID groups

Custom CID groups let you specify numbers for calls to specific countries, regions, or other business purposes. For example, you can create a group for all contacts in Germany, another for Australia, and so on.

To create a new custom CID group, Follow these steps:

1. Navigate to Outbound > CID groups and click Add new Caller ID group.
2. On the Add Caller ID Group page, enter a name for the CID group in the Label field.
   
3. In the Prefix field, specify a dialing prefix for your system, business process, or country code.
4. To add CID numbers:
   • Click Select existing Caller ID to choose from your existing numbers.
   • Alternatively, click Add 3rd party Caller ID to include numbers from an external source.
5. To assign the CID group to a team:
   • In the Teams section, click Edit.
   • Select one or more teams from the Edit Teams panel, then click Save.
6. Click Save to finalize and create the Caller ID group.

You are now ready to start making outgoing calls!