Outbound Service
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The Outbound Service
While inbound services focus on availability, the Outbound Service is designed for proactive engagement. This feature allows your AI agents to initiate calls directly to your customers or leads, making it an essential tool for sales outreach, appointment reminders, and automated follow-ups. By automating the dialing process, your organization can scale its communication efforts while ensuring a consistent, high-quality interaction for every recipient.
Technical Connectivity
The technical architecture for outbound calling reverses the logic used in inbound services. The critical distinction lies in the direction of the initial signal:
- Inbound: Your platform routes calls to Nabrah using our SIP URI.
- Outbound: Nabrah routes calls to your infrastructure.
To facilitate this, Nabrah must know your gateway's IP address. This IP-to-IP handoff ensures that when an AI agent initiates a call, the Nabrah platform knows exactly which endpoint to target to deliver the audio and signaling to your telephony provide.
Firewall and Network Configuration
For a successful outbound connection, your network must be prepared to receive incoming traffic from the Nabrah platform. Because Nabrah is initiating the "handshake," your firewall must be configured to recognize our platform as a trusted source.
Important Note on SIP ALG It is strongly recommended to disable SIP ALG (Application Layer Gateway) on your router or firewall. SIP ALG can interfere with the signaling headers, leading to failed calls or one-way audio issues during outbound campaigns.
Connectivity Requirements
To ensure the AI can successfully establish a call and maintain clear audio quality, your IT team should permit traffic based on the following specifications:
Component | Protocol | Port Range | Requirement |
SIP Signaling | UDP / TCP | 5060 | Allow traffic from Nabrah IPs to your Gateway. |
RTP Media | UDP | 10000 – 20000 | Ensure bi-directional flow for clear audio. |
Creating an Outbound Service
Setting up an outbound service within the Nabrah platform is a direct and structured process. Follow these steps to prepare your agent for proactive calling:
Step 1: Access the Outbound Dashboard Navigate to the Outbound Service section in the main sidebar and click on the "Create Outbound Service" button.
Step 2: Define Service Identity Enter a Service Name for your internal tracking. In the Phone Number field, enter the DID (Direct Inward Dialing) number that you want to appear on the recipient’s caller ID.
Step 3: Provide Destination IP Input the IP Address of your telephony infrastructure. This is the most critical field, as it tells Nabrah where to send the outbound call traffic. You may also include an optional authentication username and password if your gateway requires a secure handshake for outbound sessions.
Step 4: Link the Agent and Analysis Group Once the connection parameters are set, select the AI Agent that will handle the conversation. You must also link the appropriate Analysis Group to ensure that the data collected during these outbound calls is structured and exported correctly to your logs.
Initiating Outbound Calls
Once your outbound service is configured, you can begin initiating calls either manually for individual outreach or via bulk upload for larger campaigns. Both methods utilize the same underlying logic to ensure your AI agents connect with your target audience efficiently.
Manual Call Initiation
To start a call manually, follow these steps within the platform:
- Select Your Service: Navigate to the Outbound Service tab and select the specific phone number you intend to use for the call.
- Review Service Capacity: A window will open displaying the service name and the Max Channels available. This number represents the maximum number of calls that can occur simultaneously.
- Launch the Dialer: Click the "Make Call" button.
- Configure Call Details:
- Select Agent: Choose the specific AI agent you want to handle the conversation.
- To Numbers: Enter the destination phone numbers. You can add as many numbers as necessary; the system will queue them regardless of your channel limit.
Bulk Initiation via CSV
For high-volume outreach, you can initiate calls by uploading a CSV file. This method is highly efficient and allows for deep personalization of the interaction.
- Template Requirement: Use the standard template provided by the platform to ensure data compatibility.
- Mandatory Column: Your column of phone numbers must be named exactly
call_to. - Dynamic Variable Injection: You can personalize the AI agent’s conversation by adding columns that match the exact names of the variables used in your agent’s prompt. For example, if your prompt includes a
[customer_name]variable, adding acustomer_namecolumn to your CSV will allow the AI to address each caller by their name.
Understanding Max Channels and Queueing
The platform manages call volume through a smart queueing system based on your Max Channels.
If you initiate more calls than your available channels (e.g., you have 5 channels but 50 numbers), the system will immediately start the first 5 calls. The remaining 45 numbers are placed in a secure queue. The moment one of the active calls finishes and its channel "drops," the system automatically initiates the next call from the queue. This ensures your outbound outreach remains at peak capacity without exceeding your technical limits.
Custom Solutions and Support
Please note that the methods described above are the default procedures for initiating outbound traffic on the Nabrah platform.
If your business requires a custom solution, such as API-triggered calls, integration with a specific CRM, or a unique dialing logic, please reach out to our team. We can help you engineer a bespoke workflow that fits your specific operational needs.
Contact our Team for any custom solutions or technical inquiries.