Outbound Calls

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How Outbound Calls Work

1. You specify the agent, from number (caller ID), to number (recipient), and optional variables
2. RevRing initiates the call through your SIP trunk
3. When the recipient answers, the agent begins speaking based on its first message and prompt
4. The conversation proceeds according to your agent’s configuration
5. After the call ends, RevRing sends complete call details to your post-call webhook (if configured)

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Sending Test Calls via Dashboard

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Using the Test Agent Tab

1. Navigate to Agents and select your agent
2. Click the Test Agent tab
3. Configure the test call:
   • Agent: Pre-selected (your current agent)
   • From Number: Select a phone number from your SIP trunk
   • To Number: Enter the recipient’s number in E.164 format (e.g., +14155552671)
   • Variables (optional): Add key-value pairs to personalize the call
4. Click Send Test Call

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Using the Send Call Page

1. Navigate to Send Call
2. Select your Agent from the dropdown
3. Enter the From Number (must be from your SIP trunk)
4. Enter the To Number (recipient’s phone number)
5. Add Variables if your prompt uses dynamic content
6. Click Send Test Call

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Sending Calls via API

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Basic Outbound Call

curl -X POST https://api.revring.ai/v1/calls \
  -H "x-api-key: YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "agentId": "agent_id_here",
    "fromNumber": "+12025551234",
    "toNumber": "+14155552671"
  }'

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With Custom Variables

curl -X POST https://api.revring.ai/v1/calls \
  -H "x-api-key: YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "agentId": "agent_id_here",
    "fromNumber": "+12025551234",
    "toNumber": "+14155552671",
    "variables": {
      "customer_name": "John Smith",
      "appointment_time": "2:00 PM today",
      "confirmation_code": "ABC123"
    }
  }'

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Configuring Outbound Agent Behavior

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First Message

Hi {{customer_name}}, this is Alex calling from Acme Corp regarding your appointment scheduled for {{appointment_time}}. Is now a good time to talk?

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Outbound-Specific Prompts

You are making an outbound call to confirm a customer's appointment. Your goals:

1. Verify the customer is available to talk (ask permission)
2. Confirm their appointment for {{appointment_time}}
3. Answer any questions about the appointment
4. Offer to reschedule if needed
5. Thank them and end the call politely

If they ask to be removed from future calls, acknowledge and confirm you'll update their preferences.

Keep the call brief (under 2 minutes) and respectful of their time.

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Using Variables for Personalization

1. Reference variables in your prompt and first message using {{variable_name}} syntax
2. Pass variable values when sending the call via API or dashboard
3. The agent will replace placeholders with the actual values during the conversation

• Customer name, account number, order ID
• Appointment dates and times
• Custom messages or offers
• Callback reasons or context

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Voicemail Detection

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Enable Voicemail Detection

1. Navigate to the Tools tab
2. Locate Voicemail Detection under System Tools
3. Click Configure
4. Choose your action:
   • Hangup: End the call immediately when voicemail is detected (saves costs)
   • Leave Message: Speak a pre-recorded message before hanging up
5. If leaving a message, configure the voicemail message:
   Copy

   Hi, this is Acme Corp calling to confirm your appointment. Please call us back at 1-800-555-0123 at your earliest convenience. Thank you.
   

6. Click Save

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Call Pacing and Concurrency

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Understanding Concurrency Limits

{
  "error": "concurrency_limit"
}

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Best Practices for High Volume

• Batch calls: Send calls in controlled batches rather than all at once
• Monitor active calls: Track concurrent calls via the Analytics API
• Implement queuing: Use your own queue system to manage call pacing
• Handle errors gracefully: Retry failed calls with appropriate delays
• Respect time zones: Schedule calls during appropriate hours for the recipient’s location

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Monitoring Outbound Calls

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Real-Time Monitoring

• Active Calls: See current ongoing outbound calls
• Filter by agent to monitor specific campaigns

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Call Logs

1. Filter by Direction: Select “Outbound”
2. Filter by Status: View completed, failed, ongoing, or canceled calls
3. Filter by Agent: Focus on specific agents or campaigns
4. Click any call to view:
   • Complete transcript
   • Call recording
   • Duration and timestamps
   • Variables used
   • Hangup cause and error messages (if applicable)

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Success Metrics

• Connection rate: Percentage of calls that connect vs. no answer/busy
• Average duration: Typical call length for successful connections
• Completion rate: Calls that reach the intended outcome
• Cost per call: Track expenses across campaigns

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Advanced Features

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Post-Call Webhooks

1. Configure Post-call Webhook URL in the Overview tab:
   Copy

   https://api.yourcompany.com/webhooks/post-call
   

2. RevRing will POST complete call details including:
   • Transcript
   • Recording URL
   • Call duration and timestamps
   • Variables used
   • AI-generated summary

• Update your CRM with call outcomes
• Trigger follow-up actions
• Track campaign performance
• Schedule callbacks for unsuccessful attempts

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Call Transfer

1. Navigate to the Tools tab
2. Click Configure on the Transfer tool
3. Add transfer routes:
   • To number: +12025559999 (your sales team)
   • Condition: When the customer wants to speak with a human or has complex questions
4. Click Save

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End Call Control

1. Navigate to the Tools tab
2. Click Configure on the End Call tool
3. Set custom end call rules:
   Copy

   End the call when:
   - The customer confirms their appointment
   - The customer declines and asks not to be called again
   - The customer is not available and asks to call back later
   - You've been speaking for more than 3 minutes
   

4. Click Save

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Compliance and Best Practices

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Legal Requirements

• TCPA (US): Obtain prior express written consent for marketing calls
• TSR (US): Maintain do-not-call lists and honor opt-out requests
• GDPR (EU): Respect data protection and privacy regulations
• Local regulations: Follow country-specific telemarketing laws

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Best Practices

• Respect time zones: Call during appropriate hours (typically 9 AM - 9 PM local time)
• Honor opt-outs: Immediately stop calling anyone who requests removal
• Clear identification: Always identify your company and purpose clearly
• Keep it brief: Respect the recipient’s time with concise, focused calls
• Professional tone: Use appropriate language and maintain a professional demeanor
• Quality over quantity: Focus on successful conversations, not just call volume

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Common Use Cases

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Appointment Reminders

Hi {{customer_name}}, this is Acme Dental calling to remind you about your appointment tomorrow at {{appointment_time}} with Dr. {{doctor_name}}. 

Please respond with "confirm" if you'll be able to make it, or let me know if you need to reschedule.

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Sales Follow-Up

Hi {{lead_name}}, this is {{agent_name}} from {{company_name}}. You recently expressed interest in {{product_name}} on our website. 

I'm calling to see if you have any questions and to share how we can help {{solve_problem}}.

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Survey and Feedback

Hi {{customer_name}}, this is a brief call from Acme Corp. We recently helped you with {{service_type}} and would love to get your feedback. 

On a scale of 1 to 10, how satisfied were you with our service?

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Payment Reminders

Hi {{customer_name}}, this is Acme Billing. We're calling about invoice {{invoice_number}} with a balance of {{amount}} due on {{due_date}}.

Are you able to make a payment today, or would you like to discuss payment options?

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Troubleshooting

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Next Steps