Calls: outbound, inbound, transfer, recording
How calls work on Call2Me — buying numbers, inbound routing, outbound campaigns, transfers, recordings, and what shows up in the Calls tab.
Updated May 1, 2026
This page covers everything about calls on Call2Me: getting numbers, routing them, running outbound campaigns, transferring, and what you see after.
Phone numbers
Buy through the dashboard or BYO via SIP trunk.
Dashboard buy (Telnyx)
Phone Numbers → Buy number. Pick country, area code if available, click Buy. The number provisions in 5–10 seconds.
Coverage: ~70 countries via Telnyx. Local numbers in most US/UK/EU/TR area codes. Mobile and toll-free where available.
BYO SIP
Bring your own carrier. Add a SIP trunk under Settings → Connections, point your inbound traffic at our SIP endpoint, route outbound through your trunk.
Useful when you have an existing carrier contract or need to keep the original number.
Inbound
A number forwarded to an agent answers immediately when called.
Routing options:
- Single agent — the simplest case.
- Time-based — different agents during business hours vs after hours.
- DTMF menu — caller presses a key, the agent routes them.
- Language detection — caller speaks, agent detects language and switches voice/persona.
For most businesses, single-agent + multilingual is the sweet spot.
Outbound (one-off)
Make a single outbound call from the dashboard:
Calls tab → New outbound call → enter destination + agent + from-number. The platform dials and runs the call.
Useful for testing or one-off follow-ups. For volume, use Campaigns.
Outbound (campaigns)
Upload a CSV, dial 1,000 numbers in an hour. Full guide: bulk outbound campaigns.
CSV minimum format:
phone,first_name,custom_field
+905551112233,Ahmet,property at Bağdat Caddesi
+905551114455,Zeynep,3+1 daire in Kadıköy
Variables interpolate into the system prompt as {{first_name}}, {{custom_field}}, etc.
Campaign settings:
- Concurrency — how many parallel calls (start with 5).
- Schedule window — when to dial (e.g. 09:00–18:00 local).
- Retry policy — number of retries + delay (default: 2 retries, 4 hours apart).
Transfers
Three flavours:
- Phone transfer — agent dials a number and hands off. Cheapest, supported by every carrier.
- SIP transfer — agent invites a SIP endpoint into the call. Better quality on internal handoffs.
- Agent-to-agent — agent transfers to another Call2Me agent. Great for language handoff or specialist routing.
Configure transfer targets on AgentDetail. The system prompt tells the agent when to use each one.
Recording
Optional, +$0.05/minute when on.
Recordings:
- Appear in the Calls tab as inline-playable MP3.
- Are stored in our private GCS bucket.
- Retention configurable per workspace.
- Downloadable via API for archival.
If you turn recording on, disclose it in the agent's opening line. Some jurisdictions (US two-party consent states, parts of EU) require explicit consent.
What you see in the Calls tab
Per call:
- Status — answered, busy, no-answer, failed, voicemail.
- Duration — total seconds.
- Direction — inbound or outbound.
- From / To — phone numbers.
- Cost — itemized: voice base + telephony + recording.
- Transcript — full text of the conversation.
- Recording — inline player + download.
- Extracted fields — structured data from post-call extraction.
- Webhook delivery — if you have a webhook, status of the POST.
Filter by status, agent, date range. Export to CSV.
Voicemail handling
Detection on by default. When the agent hits voicemail, three options:
- Hang up — leave nothing.
- Leave a scripted message — define what to say.
- Treat as human — risky.
For outbound campaigns, "leave scripted message" is the typical pick.
Call cost breakdown
Example: 90-second answered call with recording on:
- Voice base: 90s × $0.10/60 = $0.15
- Telephony: 90s × $0.05/60 = $0.075
- Recording: 90s × $0.05/60 = $0.075
- Total: $0.30
Calls that ring and don't connect cost $0.
Common operational issues
Outbound calls flagged as spam — happens if you dial too aggressively from a fresh number. Ramp slowly (concurrency 5 first day, then 10, then 20+).
Recordings missing — check the recording toggle is on for the agent. Existing calls don't get retroactive recordings.
Webhook not firing — verify the URL is publicly reachable, returns 2xx, and isn't rate-limited.
Frequently asked
Q.Where do Call2Me phone numbers come from?
Telnyx is the default PSTN provider, with ~70 countries available through the dashboard. You can also bring your own SIP trunk.
Q.How does outbound calling work on Call2Me?
Use Campaigns. Upload a CSV of phone numbers + variables, pick the agent and from-number, set concurrency and retry rules, hit Start. The platform dials through the list, runs the agent on each call, and writes structured outcomes.
Q.Can the agent transfer calls to a person?
Yes. Add transfer targets (phone numbers, SIP endpoints, or other agents) on AgentDetail. The system prompt tells the agent when to use them.
Q.Where do call recordings live?
In our private GCS bucket, accessible via the Calls tab inline player or the API. Retention is configurable per workspace.