Outbound Voice Overview
Manager+ Feature
Outbound voice capabilities are available to Department Managers and Administrators. Agents gained access to Manual Dialer on October 8, 2025.
What is Outbound Voice?
DutyCall's Outbound Voice system enables teams to make calls to customers and prospects using two distinct modes:
- Campaign Dialer - Automated bulk calling to contact lists
- Manual Dialer - One-on-one browser-based calls to individual contacts
Both modes use browser-based WebRTC calling powered by Twilio - no phone hardware required.
Two Modes of Outbound Calling
Campaign Dialer (Automated)
What it does:
- Automatically calls through a list of contacts
- Connects answered calls to available agents
- Manages call flow with retry logic and scheduling
- Supports Text-to-Speech (TTS) or audio file playback
Best for:
- High-volume outreach campaigns
- Scheduled callback campaigns
- Customer notification campaigns
- Survey or feedback collection
Who can use it:
- 👥 Managers - Create and manage campaigns
- 🔧 Admins - Configure system settings and webhooks
Learn more: Creating Campaigns
Manual Dialer (One-on-One)
What it does:
- Click-to-call individual contacts from your browser
- WebRTC-based calling with no phone required
- Floating dialer UI for multitasking
- Real-time call controls (mute, hold, transfer)
Best for:
- Personalized customer outreach
- Follow-up calls to specific contacts
- Ad-hoc calling outside of campaigns
- High-value prospect engagement
Who can use it:
- 👤 Agents - Make manual calls to contacts (as of Oct 8, 2025)
- 👥 Managers - Make manual calls to contacts
- 🔧 Admins - Make manual calls to contacts
Learn more: Manual Calling
Key Features
Contact Management
- Import contacts from Google Sheets (no Google login required)
- Bulk upload via CSV
- Create and edit contacts manually
- Organize contacts with custom fields and tags
Learn more: Contact Management | Google Sheets Import
Campaign Scheduling
- Schedule campaigns for specific dates and times
- Set recurrence patterns (daily, weekly, monthly)
- Timezone-aware scheduling
- Automatic retry logic for failed calls
Browser-Based Calling (WebRTC)
- No desk phones or softphones required
- Call directly from your browser
- High-quality audio via Twilio Voice SDK
- Works on any device with modern browser
Analytics & Reporting
- Real-time campaign progress tracking
- Call outcome reporting (answered, no-answer, failed)
- Success rate metrics
- Integration with Analytics Dashboard
Learn more: Analytics Dashboard
How Outbound Voice Works
Campaign Dialer Flow
1. Create Campaign
↓
2. Import/Add Contacts
↓
3. Configure Call Settings (TTS/Audio, Retry Logic)
↓
4. Schedule or Start Campaign
↓
5. System Dials Contacts Automatically
↓
6. Answered Calls → Route to Available Agents
↓
7. Track Results in Real-Time
Manual Dialer Flow
1. Open Manual Dialer (floating UI)
↓
2. Enter Phone Number or Select Contact
↓
3. Click "Call"
↓
4. Browser Connects via WebRTC
↓
5. Manage Call (Mute, Hold, Transfer)
↓
6. End Call & Complete Wrap-Up
Role-Based Access
| Feature | Agent | Manager | Admin |
|---|---|---|---|
| Manual Dialer | ✅ (Since Oct 8, 2025) | ✅ | ✅ |
| Create Campaigns | ❌ | ✅ | ✅ |
| Import Contacts | ❌ | ✅ | ✅ |
| Schedule Campaigns | ❌ | ✅ | ✅ |
| View Own Call History | ✅ | ✅ | ✅ |
| View Team Analytics | ❌ | ✅ (Dept only) | ✅ (Org-wide) |
| Configure Webhooks | ❌ | ❌ | ✅ |
Technology Stack
Frontend (Browser)
- Twilio Voice SDK - WebRTC calling in browser
- React/TypeScript - User interface
- Floating Dialer UI - Multitasking-friendly call interface
Backend
- Laravel/PHP - API and business logic
- Twilio Programmable Voice API - Call routing and management
- Role-based access control - Department and organization scoping
Data Storage
- twilio_call_logs - Call records and analytics
- campaigns - Campaign configuration
- campaign_calls - Individual call tracking
- contacts - Contact database
Getting Started
For Agents (Manual Dialer)
- Navigate to Outbound > Manual Dialer
- Enter contact phone number
- Click "Call" to connect
- Manage call with on-screen controls
Learn more: Manual Calling for Agents
For Managers (Campaigns)
- Navigate to Outbound > Campaigns
- Click "Create Campaign"
- Import contacts from Google Sheets or CSV
- Configure call settings and schedule
- Launch and monitor campaign
Learn more: Creating Campaigns
For Admins (System Setup)
- Configure Twilio credentials in Administration > Voice Channel Setup
- Set up webhooks for call events
- Configure campaign defaults and retry logic
- Monitor system-wide campaign performance
Important Dates & Updates
October 8, 2025: Agents gained access to Manual Dialer
- Previously Manager+ only
- Agents can now make one-on-one calls to contacts
- Campaign creation remains Manager+ only
Comparison: Campaign vs Manual Dialer
| Feature | Campaign Dialer | Manual Dialer |
|---|---|---|
| Call Volume | High (bulk calling) | Low (one-on-one) |
| Automation | Fully automated | Manual trigger |
| Scheduling | Yes (recurrence patterns) | No (on-demand only) |
| Contact Lists | Required | Optional (can dial ad-hoc) |
| Agent Assignment | Automatic routing | Direct call by user |
| Best For | Mass outreach | Personalized calls |
| Access | Manager+ only | Agent+ (since Oct 8, 2025) |
Common Use Cases
Campaign Dialer
- Customer appointment reminders
- Payment reminder campaigns
- Customer satisfaction surveys
- Product launch announcements
- Seasonal promotion outreach
Manual Dialer
- Follow-up on support tickets
- High-value customer check-ins
- Personalized sales calls
- Quick ad-hoc contact
- VIP customer engagement
Troubleshooting Quick Links
- Cannot hear audio? Check browser microphone permissions
- Call not connecting? Verify Twilio configuration in Admin settings
- Campaign not starting? Check campaign status and contact list
- WebRTC errors? See Manual Calling Troubleshooting
Related Documentation
Need Help?
- Agents: Contact your manager for manual dialer access
- Managers: See campaign creation guides or contact support
- Admins: Check system configuration docs or contact technical support
Ready to start? Choose your path: