Admin Guide
Dialer Administration
Understand international dialing, phone-number provisioning, and the controls that support your organization’s calling policies.
Rox uses Twilio to place and receive calls. Your organization’s dialing account determines which destinations are enabled, which phone numbers are available, and which registrations apply.
Organization information for Dialer setup
To enable Dialer for your organization, share the following information with your Rox team.
Business information
EIN or DUNS number (EIN preferred)
Legal business name
Legal business address
Business type, such as C-Corp or LLC
Business industry
Business website
Authorized representative
Full name
Job title
Work email address
Phone number
Calling destinations
Countries your team needs to call
Your Rox team uses this information to coordinate your organization’s calling-account setup and applicable business-verification and registration processes. Additional information or documentation may be required for local phone numbers in particular countries.
International calling: calling into vs. calling from
Calling a contact in another country and using a local phone number as your caller ID have different setup requirements.
What it means | Setup | |
|---|---|---|
Calling into a country | Calling a contact whose phone number belongs to that country. | International destinations are available after onboarding, subject to your organization’s geographic dialing permissions and carrier restrictions. |
Calling from a country’s number | Using a phone number from that country as your outbound caller ID—for example, a Swedish number. | Provisioning a local number may require business information, supporting documents, and an approved regulatory bundle. Requirements and number availability vary by country and number type. |
You do not need a local number from a country to call contacts there. Rox may use an available outbound number from another country.
Calling into other countries
Once your organization is onboarded, your team can make international calls using its available outbound numbers.
If a user sees “Calling numbers in {Country} is not supported yet,” contact your Rox team to review the organization’s geographic dialing permissions.
Carrier restrictions and restrictions on particular number ranges may still prevent individual calls.
Request a local outbound number
To use a local number from another country, contact your Rox team with the country and any preferred city or area code.
Your Rox team will confirm number availability and the information needed for provisioning. Depending on the country and number type, this may include:
Business-registration information.
A business address meeting local requirements.
Supporting documents for a regulatory bundle.
A regulatory bundle is a package of business information and documents submitted for review before certain phone numbers can be provisioned. Where approval is required, provisioning depends on that approval and available number inventory.
See Twilio’s phone-number regulatory guidelines and voice guidelines for country-specific information.
Automatic number provisioning
Users do not need to purchase a manual number to start calling. Rox provisions and manages outbound numbers for your organization, adjusting its number pools as usage changes.
Automatic caller-ID selection prioritizes numbers near the destination and spreads calls across available numbers. Local-number availability varies. Calls may use a number from another region or country.
Rox monitors answer rates and removes numbers with sustained low answer rates from outbound rotation. Number management does not guarantee that a carrier will deliver or correctly label every call.
Organization calling accounts
Organizations can use Rox’s shared Twilio infrastructure or a dedicated Twilio sub-account configured by the Rox team.
With a dedicated sub-account, phone numbers, calls, recordings, registrations, and geographic dialing permissions are associated with that organization’s account.
Ask your Rox team to confirm your account configuration and any business-verification or local-number requirements before expanding into additional countries.
Caller verification and number reputation
Rox’s provisioning process attempts to register eligible US and Puerto Rico numbers with the configured Twilio Business Profile, SHAKEN/STIR, and Voice Integrity registrations.
SHAKEN/STIR supports caller-ID authentication. Full A-level attestation depends on an approved Business Profile and SHAKEN/STIR registration, with the number assigned to both.
Voice Integrity submits registered numbers to US carrier analytics providers for reputation review. Carrier labeling decisions remain with those providers.
Registration depends on account setup and successful processing. Do not assume every number has completed registration. Your Rox team can confirm the configuration for your organization.
These registrations do not guarantee removal of spam labels, display of your business name or logo, or compliance with every applicable calling requirement.
Call dispositions
Admins can configure the disposition applied when a machine answers in Settings → Dialer → Call dispositions → Automatic call events.
For connected calls, reps select the disposition. Rox’s AI sentiment assessment is separate from that outcome.
Do Not Call controls
Rox checks two sources before placing calls:
Contact-level Do Not Call and Do Not Contact flags.
The organization’s phone-number Do Not Call list.
A match blocks the call before it is placed. Maintain these records according to your organization’s suppression and opt-out processes.
The presence of these controls does not establish that every number has been checked against every applicable external registry.
Recording and calling policies
Users can disable their own recording in Settings → Dialer → Call recording. This also disables transcription and AI summaries for their calls.
Rox does not automatically announce that a call is being recorded. Establish how reps should handle recording notices, consent, permitted calling hours, and opt-outs.
Confirm the calling policies applicable to your destinations before using the dialer. Geographic dialing permissions enable destinations; they do not enforce all local calling rules.