Announcing outbound calling restrictions by agent group for Voice

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<td style="border-color: rgb(229, 229, 226); height: 22px; padding: 0.4em; text-align: left; vertical-align: middle; width: 506.328px;"><strong>Announced on</strong></td>
<td style="border-color: rgb(229, 229, 226); padding: 0.4em; text-align: left; vertical-align: middle;"><strong>Rollout starts</strong></td>
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<td style="border-color: rgb(229, 229, 226); height: 22px; padding: 0.4em; text-align: left; vertical-align: middle; width: 506.328px;">June 29, 2026</td>
<td style="border-color: rgb(229, 229, 226); padding: 0.4em; text-align: left; vertical-align: middle;">June 29, 2026</td>
<td style="border-color: rgb(229, 229, 226); height: 22px; padding: 0.4em; text-align: left; vertical-align: middle; width: 572.164px;">July 3, 2026</td>
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</table></figure><p>We're excited to announce that Voice customers can now restrict outbound calling to specific groups of agents. Previously, when outbound calling was enabled on a line, all Voice agents could make calls from the associated number. Now, admins can specify which groups of agents are permitted to make outbound calls.  <br>This announcement includes the following topics:</p><ul>
<li data-list-item-id="e43c1337274095484db0125798c504c7b"><a href="#h_01KW9T168GC6CKXAN8115QKQ50">What is changing?</a></li>
<li data-list-item-id="e44e470fe0b39a70478165f2b9e2b7208"><a href="#h_01KW9T0TBD5NPPJSDW4BMV1PH0">Why is Zendesk making this change?</a></li>
<li data-list-item-id="ee9be16720fa2849175fecb8672711e48"><a href="#h_01KW9T0TBEX4KQ0YZV09G0ZQR8">What do I need to do?</a></li>
</ul><h2 id="h_01KW9T168GC6CKXAN8115QKQ50">What is changing?</h2><p>Admins now have the ability to specify which groups of agents can use a line for outbound calls. By default, all groups and agents can make calls on all lines, but admins can restrict this access.</p><p>When agents open the call console, they’ll have only the lines their groups are authorized to use in their list of outbound numbers. </p><p class="wysiwyg-text-align-center"><img src="https://support.zendesk.com/hc/article_attachments/10955445787162" width="681" height="499"></p><div class="p"><div class="note info">
<span class="infotitle">Info:</span> This per-group restriction is in <em>addition</em> to the <a href="https://support.zendesk.com/hc/en-us/articles/7584022494874-Restricting-agent-ticket-access-by-brand-department-spaces">existing brand restrictions</a>.</div></div><div class="p"><div class="note info">
<span class="infotitle">Info:</span> Callbacks aren't affected by this restriction because callbacks are initiated by the system, not by agents.</div></div><h2 id="h_01KW9T0TBD5NPPJSDW4BMV1PH0"><strong>Why is Zendesk making this change?</strong></h2><p>This is a long-awaited and much-requested feature, especially for customers with dozens or even hundreds of lines across multiple countries who want to avoid the cost of misplaced international calls.</p><h2 id="h_01KW9T0TBEX4KQ0YZV09G0ZQR8"><strong>What do I need to do?</strong></h2><p>If you don't want to restrict any of your agents from using phone numbers to make calls, no action is required. Otherwise, update your phone line settings in the Admin Center, see <a href="https://support.zendesk.com/hc/en-us/articles/4408823877146#settings__outbound">Managing phone line settings</a>.</p><p>Your existing groups, configured for incoming routing, might not provide the level of control you need for outbound permissions. If that’s the case, create new groups specifically for outbound calls. For example, you can create a group called “Spanish Agents” and assign it to the Spanish line so only those agents can use it.</p><p>If you have feedback or questions about this announcement, visit our <a href="https://community.zendesk.com/ideas?filters%5BproductArea%5D%5B0%5D=65"><span class="wysiwyg-underline">community forum</span></a>, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850"><span class="wysiwyg-underline">Zendesk Customer Support</span></a>.</p>