Outbound Calls

Make AI-powered outbound calls from the dashboard, via API, or through automated workflows.

For agent setup, see Create Phone Agent. For caller number, trunk, and transfer settings, see Agent Configuration.

Prerequisites

Before making outbound calls, the agent must have an outbound caller number configured:

• Hosted number — select a verified number from Settings → Phone Numbers.
• Custom SIP trunk — configure an outbound trunk under Settings → SIP and assign it to the agent.

Set this under Telephony & Routing in Channels → Phone → Agents.

How To Make Outbound Calls

From the dashboard

1. Open The Agent

   Go to Channels → Phone → Agents and open the agent that should place the call.

2. Start The Call Flow

   Click Test, then select Make phone call.

3. Enter The Destination Number

   Enter the destination number in E.164 format, then click Call.

4. Let The Call Connect

   OpenCX starts the outbound call immediately using the outbound caller number or SIP trunk assigned to that agent.

Quick Validation

Check	What to confirm
Answer the call	Call your own phone or a teammate first.
Caller ID	The displayed number matches the number or trunk assigned to the agent.
Review path	The conversation appears in the inbox.

Via API

1. Prepare Access

   Use the Make Outbound Call endpoint with an API key that has phone:write.

2. Choose The Agent And Contact

   Send the agent ID as phoneAgentId and pass the destination as contact.phoneNumber or contact.id.

3. Send The Request

   Post the payload to the endpoint. The call starts as soon as the request is accepted.

   {
     "phoneAgentId": "agent_123",
     "contact": {
       "phoneNumber": "[phone]"
     }
   }
   
4. Track The Result

   Watch the response and then confirm the new call session appears in the inbox.

Quick Validation

Check	What to confirm
Safe destination	Start with a number you can answer yourself.
API response	The request succeeds and the phone rings.
Review path	The transcript starts populating in the inbox.

Via workflows

1. Open Or Create A Workflow

   Go to your workflow builder and choose the trigger that should launch the phone call, such as a form submission, scheduled run, or external event.

2. Add The Call Action

   Add the Make phone call action to the workflow.

3. Fill The Required Fields

   Set AI Agent, Contact Number, and Extra Instructions. Use the extra instructions field for call-specific context the agent should follow for this run.

4. Activate The Workflow

   Save and activate the workflow so future runs can place calls automatically.

Quick Validation

Check	What to confirm
Safe trigger	Trigger the workflow once with a safe test input.
Reachability	Use a number you can answer.
Review path	The run completes and the conversation appears in the inbox.

Common Outbound Call Mistakes

Most failed first tests come from three issues: the destination number is not in E.164 format, the agent does not have an outbound caller number or SIP trunk assigned, or the team tests with a number nobody can answer.

Questions Teams Usually Ask Before Going Live

How do I confirm the right number is being shown?

The recipient sees the hosted outbound number or SIP trunk caller ID assigned to the agent in Channels → Phone → Agents. Test with a phone you can answer before calling customers.

Where do I review the call afterwards?

Open the inbox to review the transcript and call record after the call starts.

What should I check if the call does not start?

First confirm the number is in E.164 format. Then open Channels → Phone → Agents and verify Telephony & Routing includes either a hosted outbound caller number or an outbound SIP trunk.

Can the agent transfer the call if needed?

Yes. If transfer destinations are assigned to the agent, it can transfer the live call during the conversation. Configure those destinations in Channels → Phone → Agents.

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Related Documentation

Agent Configuration

Set outbound caller number and trunk under Telephony & Routing.

Create Phone Agent

Set up the agent before placing live outbound calls.

SIP Integration

Configure outbound SIP trunks for BYOC.

Phone API

Make outbound calls programmatically.