How Outbound Calls Work
1
Call Trigger
Your application triggers an outbound call (user action, scheduled event, etc.).
2
Create Ultravox Call
Create an Ultravox call with correct firstSpeakerSetting.
3
Initiate Phone Call
Initiate the phone call using your telephony provider’s API and connect it to Ultravox using the
joinUrl
. User answers and the agent engages in the conversation.firstSpeakerSettings
By default, Ultravox calls assume the agent begins conversations. This is typically what you want for inbound calls (i.e. an agent answering incoming customer support calls). However, outbound calls require modifying this behavior since the user will typically answer the phone with something like “Hello”.
Settings for Outbound Call
Using Template Variables
When you use Agents for creating calls, you can define template variables that get passed in a call creation time.Example: Template Context
Next Steps
- Check out the Outbound Call Quickstart
- Learn about Call Transfers to escalate calls to human agents
- Read Managing Concurrency to learn how to keep the pipe full when making many calls