Voice Calls
What It's For
Voice Calls is the queue for the AI calls the Voice Outreach agent places. Before any call is dialed, its brief waits here for a person to approve it. The page also shows calls in progress and recent results, and each call has a detail page with its brief, compliance review, checks, outcome and transcript. Approve Brief is the only button on the page that changes anything; Open Call only opens a call's detail page.
How a Call Reaches This Page
Calls are added to the queue automatically when your operator has turned on a calling feature, such as calling to confirm an upcoming meeting or calling a new lead quickly. An operator can also queue a call directly. About every minute, the agent picks up queued calls and prepares each one:
- It writes a brief: who is being called, why, the goal and the opening line.
- A compliance review reads the brief. It can clear it, ask for a rewrite (which produces another attempt), or block the call.
- Pre-call checks confirm the basics, such as a working phone number, a well-formed brief and a set goal, along with the Do Not Call, consent and calling-hours checks.
- A brief that clears all of this waits under Waiting For Your Approval. Nothing is dialed before a person approves it.
After a call ends, its outcome and transcript are collected about every two minutes, and an automatic review of the transcript flags anything off-script or risky.
Counts
- In Queue: every call that has not finished, including those waiting for approval.
- Live: calls in progress.
- Completed: finished calls.
- Needs Review: calls that need a person to look at them.
Waiting For Your Approval
Each held call has Open Call, which opens its detail page so you can read the brief, compliance review and checks before you decide, and Approve Brief. After you click Approve Brief, the button is replaced by the result:
- Approved: the call is being placed now.
- Approved, Dials In Calling Hours: approved, and it will be dialed when the calling window opens.
- Approved, Daily Cap Reached, Dials Tomorrow: the day's call cap is already used. Your approval stands and the call is placed on the next day's budget.
- Approved, Dialing Is Off: your approval is recorded, but no call is placed because outbound dialing is turned off for your agency.
- Not Placed, Sent For Review: the pre-call checks run again when you approve, and one of them now fails. The call is not placed and moves to review, with the reason shown.
Approving needs permission to release calls, and the person who queued a call cannot approve it. If you queued it, you see a message asking you to have a colleague approve it.
When nothing is held, the section reads "Nothing Waiting".
Active Calls
Calls being prepared or dialed right now, each with its status (for example Queued, Dialing or In Progress) and Open Call. Calls still waiting for approval are listed only in the section above. When the list is empty, it reads "No Active Calls".
Recent Calls
Finished calls with their result, such as completed, voicemail or no answer. Open Call shows the detail. Empty, it reads "No Completed Calls Yet".
Call Detail
The detail page is read-only. It shows:
- Call Brief: everything the agent prepared for the call.
- Compliance: the review decision, how many brief attempts it took, and each finding with its suggested fix.
- Pre-Call Checks: each check marked Pass or Fail.
- Outcome: what happened on the call, with a link to the recording when there is one.
- Transcript: the conversation, marked as flagged or clean by the post-call review.
- Trigger Context: what put this contact in the queue.
All Voice Calls takes you back to the queue. If the queue cannot load, the page reads "Voice Calls Unavailable".
Who Uses It
- Sales leads and business development staff: approve call briefs and review outcomes.
- Agency owners: check what the agent is saying for your agency on the phone.