How to Create an Outbound Dedicated Route
How to Create an Outbound Dedicated Route
An Outbound Dedicated Route (also called a Direct Outbound Route) is used when you want specific agents to always make outbound calls using one specific phone number.
Step-by-Step: Create an Outbound Direct Route
Go to Settings → Voice → Phone Numbers → Outbound
Click Create outbound route, then choose “Dedicated Route”.
Under Dedicated Number, select the phone number you want agents to call from. This number will be used as the caller ID when the route is applied.
Click Add Rule to define how the route works. (You can create as many rules as required, selecting different countries and extensions, just by clicking on Add Rule or copying the existing one)
Choose which countries can be called using this route: all or specific ones.
Choose which agents can use this outbound route by selecting at least one extension or setting an extension range (check the view below on how to create an extension range).
Enable or disable the Override Extension option:
ON → customers will see the dedicated phone number selected in this route
OFF → customers will see the agent’s default extension caller ID
Click Create to save the outbound direct route.
💡Useful Tip 1: New extensions created within the range are automatically assigned to the route, eliminating the need to adjust the route configuration.
💡Useful Tip 2: You can assign a prefix (for example, 99) that agents dial before the number to trigger this route. If the prefix is 99, the agent would dial: 99 + phone number
💡Useful Tip 3: Always use at least two digits for your prefix. This helps the system recognize it faster and avoids routing confusion.
Quick Heads-Up: To edit an existing direct route, go to Settings → Voice → Phone Numbers → Outbound, then click on the route you want to update. A side panel will open where you can adjust the route settings.
Done 🎉
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