Out Prefixes

Out Prefixes are labels assigned to outbound calls, making it easy to categorize and track them. They are especially useful when managing multiple customers or services within XCALLY. By using Out Prefixes, you can distinguish outgoing calls by customer or service in operational workflows and reporting—ideal for detailed billing reports.

Out Prefixes also allow you to define:

• The Caller ID and number displayed to call recipients.

• The context used for routing calls.

In the section, you can easily search, filter, and sort to quickly find and manage the out prefix you need.

Navigate to Voice → Out Prefixes

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Click Add button to open the form:

• Name: unique name for the Out Prefix.

• Context (Origin): select the originating context from the list. This context must already exist and relates to the prefix.

• Context (Destination): select the destination context. The prefix will function correctly only if the associated agents or routes belong to this context

• Keep Prefix: toggle this option to keep the prefix when the call is placed
  Default behavior: If inactive, calls enter the trunk without the prefix. With keep prefix call enters in the trunk by adding the indicated prefix.
  (Example: agent calls number 1234 with prefix 333:

  • If keep prefix inactive → call goes as 1234

  • If keep prefix active → call goes as 3331234

• Caller ID: Define the Caller ID and the number (authorized by the provider),visible to the call recipients. Format: 'CallerName' <number>

• Description: Optional text field

From the Out Prefixes list, click the three-dot menu next to a prefix to:

• Edit name, context and other parameters

• Associate Agents/Teams authorized to use the prefix

• Delete the prefix

In the agent/team association modal select agents/teams and use buttons to add or remove them individually or in bulk.

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> : “greater than” icon to add the selected option

>>: right shift to add all the available elements

< : “less than” icon to remove the selected agent from the right column

<< : double left shift to remove all the selected elements

Scenario 1

Company WorldTech manages one trunk handling multiple phone numbers and two groups of agents:

• Group A calls on behalf of Customer A with Caller ID 123

• Group B calls for Customer B with Caller ID 456

 

 

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To manage this, WorldTech creates two Out Prefixes pointing to the same context but with different Caller IDs:

• Associate the Out Prefixes to different Agents or Teams, previously configured. From the Out Prefixes list, click the three-dot menu next to a prefix to:

Company TechNow has two trunks (1 and 2) and two agent groups:

• Customer A agents use trunk 1 with Caller ID 123

• Customer B agents use trunk 2 with Caller ID 456

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The company TechNow should:

• Create two Voice Contexts, one per trunk

  • From the Voice Menu, access the Contexts section.

    Click on Add button to create the New Contexts and fill out the following form:

    • Set Context1

    • Set Context2

• Create two Out Prefixes linked to these different contexts:

• Assign each prefix to the respective agents or teams.

  • Add Agent/Team to the Prefix for Customer A (e.g. Team1)

  • Add Agent/Team to the Prefix for Customer B (e.g. Team2)

Out Prefixes are only visible to the agents or teams associated with them. When an agent dials out, XCALLY prompts them to select from their assigned Out Prefixes.

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Optionally, the Out Prefix can be made mandatory per agent by enabling the corresponding flag in Agent Settings → Permissions.

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