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Outbound call enrollment

Outbound Call Center calls enter Call Analysis only through a Human outbound call Flow with an Analyse call step, assigned to a Call Center through a flow connector. Enrolled calls appear in the calls list of the destination analysis group. Without an enabled outbound flow connector, external calls keep their direct-call behavior and do not enter Call Analysis. Colleague calls are not enrolled, and enabling a flow does not backfill historical calls.

Set up enrollment​

  1. Open Call center → Routing → Flows and create a flow with Trigger set to Human outbound call. The trigger is permanent. The flow starts with one mandatory Place outbound call step, which cannot be removed or duplicated.
  2. Add pre-call steps if needed: Call an API, Check opening hours, Split by percentage, or Branch on value. A pre-call End flow blocks the attempt before dialing.
  3. Optionally connect the Place outbound call outputs. Connected and ended may lead to Analyse call or End flow; every other outcome may lead only to End flow. An unconnected output ends the flow without analysis. These branches run only after the attempt has finished; analysis cannot run while the destination is still connected.
  4. In Analyse call, answer Where should recordings go? with Use the Call Center’s analysis group or Choose an analysis group. Group-bound Call Centers have a stable group destination when Groups and Call Analysis are enabled; the Analysis group section in a Call Center's settings shows where that option sends its recordings. That destination belongs to the Call Center's Group, so the Group's members with a Call analysis role see its calls, and its call analysis can't be turned off while the Call Center sends recordings there. The global Call Center has no group, so it requires Choose an analysis group. Configure that destination's existing analysis settings before enrolling calls.
  5. Save the flow, then create an enabled flow connector for human outbound calls and select its Call Center. Under Flow version, choose Draft to use the current saved draft, Published to follow the latest published version, or Pinned to select a locked version. Each Call Center can have only one active enabled outbound connector.

With Draft, saved edits apply to new calls. Each call keeps the definition it started with, including its analysis destination, even if you edit the draft before the call or recording processing finishes. An incomplete draft must be fixed before dialing.

What gets enrolled​

Only connected, ended external calls with a valid two-party recording are enrolled: one employee and one external party. System audio, such as hold music, may occupy additional recording channels without adding a conversation participant. The group’s existing analysis configuration determines automatic processing. Missing recordings, failed uploads, or enrollment failures appear on the source Call Center call; they do not change the completed phone outcome.

Your organization remains responsible for the required recording notice and lawful basis for analysis.

Next steps​