What it does

Enables representatives to make outbound calls from Copilot Service workspace. Configured via outbound capacity profiles and outbound profiles. Optionally supports personal phone numbers (dedicated per-rep) and call forwarding to PSTN when a rep is unavailable.

Key facts

• Requires phone numbers with Make calls calling plan enabled: not all number types include this by default (upgrade may trigger ACS billing)
• Personal numbers: geographic numbers only: toll-free numbers cannot be assigned to individual reps
• Capacity profile settings for outbound: Work item limit (typically 1), Reset frequency = Immediate, Assignment blocking = Yes (blocks inbound while on outbound call)
• After adding a rep to a queue, 20-minute delay before outbound calling is available in their workspace
• Call forwarding behaviour by presence: DND/Offline + missed → forwards to PSTN number; Available/Away/Busy + rejected → voicemail

When to use / skip

Needed if reps have to make outbound calls, callbacks on cases, proactive notifications, account management. Essential for that use case.

Configuration decisions

• Personal numbers vs shared outbound numbers: Personal numbers = one rep per number (B2B account management); shared numbers = pool model (contact centre). Most contact centres want shared. Don't default to personal unless the client is account management–heavy.
• Separate capacity profiles for inbound and outbound: Strongly recommended. Mix them and work assignment gets unpredictable.
• Call forwarding to mobile: Handy for account managers or field reps who need their personal number to ring when they miss a call.

Gotchas

• "Make calls" enablement costs money. Flipping on outbound for a number triggers ACS billing. Check with your Azure admin before you upgrade.
• Keep inbound and outbound capacity profiles separate. If Assignment blocking = No, reps can get double-assigned (inbound + outbound at the same time). Use clear naming and keep them apart.
• The 20-minute delay is real. After you add a rep to a queue, they can't make calls for 20 minutes. Plan for that in onboarding and UAT.
• Personal numbers create a support headache. If the client goes that route, they need to manage reassignments when staff leave. This admin cost often gets missed in scoping.

Consultant notes

• The 20-minute delay after adding a rep to a queue will bite you during UAT every time unless you document it upfront. Put it in the UAT guide and tell the client's test team before they start clicking.
• Personal numbers almost always sound more appealing to clients than they actually are in practice. The staff turnover / number reassignment admin cost gets missed in scoping. Worth talking through the operational overhead before committing to that model.
• Separate capacity profiles for inbound and outbound from day one, regardless of what the client thinks they need. Untangling mixed profiles after go-live is not a conversation anyone enjoys.

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Source last updated: 2026-02-20 | Worth revisiting if the outbound dialer goes GA or personal number management gets upgraded