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📋 What’s about
The Out Prefixes are labels associated to with outbound calls.
All the outgoing calls will be easily marked and, in this way, can be categorized.
The Out Prefixes are useful when XCALLY is employed for managing several Customers and/or Services. In fact, thanks Thanks to the label, it is possible to distinguish the outgoing calls by Customer and/or Service in the operating activities and in the reports. For example, out prefixes could be beneficial in producing punctual report reports for billing purposepurposes.
Through the Out Prefixes, it is also possible to define:
the “caller ID” and the number, that could be visible to the call recipients.
the context used for directing the calls.
⚙️ How to set up
Add a New Prefix
From the Voice Menu, access to the Out Prefixes section.
Click on 
to add a New Prefix and fill out the following form:
Name: Specify the name for the new Out Prefix.
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REPORT: In the CALL REPORT, the out prefix name will be included in the prefix column. |
Context (Origin): Choose the context from the list. Remember that the prefix must be related to the context, which must be already created before using it.
Context (Destination): Choose the context from the list. In this way, if an agent/route is associated to a specific context, the prefix will work correctly for this agent/route
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If you delete a context associated to with an outprefixout prefix, also the outprefix out prefix will be deleted. |
Keep Prefix: option to switch on if you want to keep the prefix when you launch the call.
By default when an agent composes a number and selects an outprefixout prefix, the call enters in trunk only with a number without a prefix. With keep prefix call enters in the trunk by adding the indicated prefix
(Scenario: agent call calls number 1234 with prefix 333.
If keep the kept prefix is inactive calls enters are entered in the trunk as 1234. If you switch on the option, the call enters as 3331234)Caller ID: Define the Caller ID and the number (typically authorized by the phone number provider) that could be visible to the call recipients.
Description: Insert an optional text.
Edit, Delete and Add Agents/Team to Prefix
On the Out Prefixes list, click on 
related to a prefix and then choose the action:
You can Edit a Prefix and modify it:
You can Add one or more Agents/Teams in the list of those that can use the prefix:
You can Delete the prefix.
💡 How to use it
The most common situations in which out prefixes are used are described in the following scenarios.
Scenario 1
Let’s suppose that the company Ingo is a contact center where:
there is one trunk
multiple numbers are handled by the trunk
outbound activities are managed by two groups of Agents:
one group of Agents works for the Customer A or service Service A, making calls with the phone number 123 (authorized by the provider and associated to with the trunk)
another group of Agents works for the Customer B or service Service B, making calls with the phone number 456 (authorized by the provider and associated to with the trunk)
The company Ingo should:
Create Out Prefixes to distinguish the outgoing calls by Customer. Both Out Prefixes point to the same context (i.e. from-sip), but with different Caller ID.
Set the Out Prefix for Customer A:
Name: CUSTOMER A
Context: from-sip
Caller ID: "CustomerA" <123>
Set the Out Prefix for Customer B:
Name: CUSTOMER B
Context: from-sip
Caller ID: "CustomerB" <456>
Associate the Out Prefixes to different Agents or Teams, previously configured.
From the Out Prefixes list, click on
related to a prefix and then choose the action
Add Agent/Team to the Prefix for Customer A:
Add Agent/Team to the Prefix for Customer B:
Scenario 2
Let’s suppose that the company Ingo is a contact center centre where:
there are two trunks: 1 and 2
outbound activities are managed by two groups of Agents:
one group of Agents works for the Customer A or service Service A, making calls with the phone number 123 (authorized by the provider and associated to the trunk 1)
another group of Agents works for the Customer B or service Service B, making calls with the phone number 456 (authorized by the provider and associated to the trunk 2)
The company Ingo should:
Create two Voice Contexts.
From the Voice Menu, access to the Out Prefixes section.
Click on
to add a New Prefix and fill out the following form.
Set Context 1:
Set Context 2:
Create Out Prefixes to distinguish the outgoing calls by Customer. Out Prefixes point to different contexts, with different Caller ID.
Set the Out Prefix for Customer A:
Name: CUSTOMER A
Context: Context1
Caller ID: "CustomerA" <123>
Set the Out Prefix for Customer B:
Name: CUSTOMER B
Context: Context2
Caller ID: "CustomerB" <456>
Associate the Out Prefixes to different Agents or Teams, previously configured.
From the Out Prefixes list, click on
related to a prefix and then choose the action
Add Agent/Team to the Prefix for Customer A:
Add Agent/Team to the Prefix for Customer B:
Out Prefixes for Agents
Out Prefixes are visible only to associated Agents/Teams.
When dialing the number, before activate the call, XCALLY propose to the Agent his associated Out Prefixes:
It is possible to make the Out Prefix mandatory for the single Agent (setting the proper flag from the Agent Settings- Permissions):
