How It Works

Learn how SimpleCallCenter helps you manage your call center operations

How Outbound Calls Work

Outbound calling in SimpleCallCenter is built for manual agent calls (follow-ups, callbacks, customer outreach). No robocalls.

1

Agent starts a call manually

An agent initiates an outbound call from the app (for example from call history, a contact/lead, or by typing a phone number).

2

Caller ID selection (when needed)

Before the call is placed, the system decides what number will be shown as the Caller ID:

If the agent has only one available Caller ID, it's used automatically.

If the agent has a dedicated direct phone number or participates in more than one Call Center, the agent must choose the Caller ID:

  • a Call Center Direct Phone Number (placing the call on behalf of that Call Center), or
  • their direct phone number
3

The call is placed and connected

SimpleCallCenter places the call to the destination number and connects it to the agent when the other side answers.

4

Live supervisor monitoring (for Call Center outbound calls)

Outbound calls made on behalf of a Call Center can be supervised the same way as inbound calls. A supervisor can see who the agent is talking to in real time and can connect using a dedicated supervisor window with modes:

  • Listen only
  • Talk to Agent only
  • Talk to Caller only
  • Talk to both (Agent + Caller)
5

After the call (uploads, AI, stats, CRM)

After hangup, SimpleCallCenter finalizes the call and applies your enabled features:

  • If recording is enabled → the recording is uploaded
  • If transcription is enabled → the transcription is uploaded
  • If AI summary is enabled → the summary is added to the call
  • Normal agent statistics are updated
  • If AI evaluation is enabled → the evaluation result is added to the call

If a CRM integration is connected:

  • the system adds the call, recording, transcription, and summary to the CRM
  • if the call creates a new lead, the system attempts to extract email, name, address, and company from the conversation and populate those fields automatically when available