Schedule
Calling activates once your firm's phone calling account is connected and its call templates are set up. Until then Voice Outreach is idle: the Voice tab stays empty, no calls are queued, and nothing is placed. That is expected, not a fault.
When Calling Is Connected
Once calling is connected, Voice Outreach works continuously up to the approval step. It does not wait for you to start it call by call, and it does not wait for a clock. It watches its queue and moves through it on its own, then stops and waits for you.
| What it does | When it does it |
|---|---|
| Picks up newly queued calls, researches the advisor, prepares the brief, runs the compliance review and the pre-call checks, and holds each cleared call for approval | Continuously, picking up new calls as they arrive |
| Dials a call you have approved | Immediately on your approval, if the advisor's calling window is open |
| Dials a call you approved outside calling hours | When that advisor's calling window next opens, re-checking first |
| Scores completed calls: derives the outcome, saves the transcript, and runs the post-call check | Continuously, shortly after each call ends |
| Looks for new calls to queue under any optional call types that are switched on | Continuously, watching for the signals each enabled type responds to |
The important line in that table is the second one. The agent runs on its own clock right up to the point where a call would reach an advisor, and then it runs on yours. Calls accumulate under Needs Approval until someone works them, and they do not expire, time out, or dial themselves after a delay.
The Calling Window
Whether a call is inside its allowed local calling window is one of the pre-call checks, evaluated against the advisor's local time rather than yours. It behaves differently from the other checks: where a Do Not Call match or a missing disclosure stops a call outright, a closed calling window means "not now" rather than "not allowed".
That distinction is what lets you work the Needs Approval lane whenever it suits you. If you approve a call outside the advisor's calling hours, your approval stands: the call is marked Awaiting Calling Hours and placed when the window next opens. You do not have to come back to it, and it will not be dialed at ten in the evening because that is when you happened to clear the lane.
The checks are re-run twice more after they are first recorded: once when you approve, and once immediately before the call is actually placed. So a call approved on Tuesday evening and placed on Wednesday morning is checked against Wednesday morning's facts, not Tuesday's. If something has changed in between, for example the advisor has been added to your Do Not Call list overnight, the call is stopped and sent for review instead of placed. An approval authorizes a call; it does not override a check.
With Nothing Connected
When no phone calling service is connected, none of the above runs. The agent has nothing to dial, so it is idle and the Voice tab stays empty. This is the normal state until calling is set up.
With Optional Call Types Off
The optional call types (meeting confirmation, speed-to-lead, dormant re-engagement, data verification, inbound qualifying, and internal escalation) are off by default. While they are off, Voice Outreach only handles the calls it is given by a signal, a record action, or an operator, and does not generate calls of its own from those triggers. Turning a type on is what lets the agent start watching for and queuing that kind of call.
What You Do Not Need to Do
You do not schedule calls by hand or run the agent on a clock. When calling is connected, it keeps the queue moving on its own up to the approval step. Your part is to work the Needs Approval lane, look into anything held for review, and read the results of the calls that went out.