> For the complete documentation index, see [llms.txt](https://docs.rox.com/development/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rox.com/development/admin-guide/dialer-administration.md).

# 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.

### International dialing

Supported destinations depend on the geographic dialing permissions configured for your organization’s Twilio account.

Rox checks the destination country before placing a call. If it is not enabled, users may see “Calling numbers in {Country} is not supported yet.” Contact your Rox team to review or enable an additional destination.

An enabled country does not guarantee that every number within it can be reached. Carrier restrictions and restrictions on particular number ranges can still apply.

Calling into a country and purchasing a local number are separate capabilities. Local-number purchasing may require business information, an address, or an approved regulatory bundle. Available inventory also varies.

See Twilio’s [phone-number regulatory guidelines](https://www.twilio.com/en-us/guidelines/regulatory) and [voice guidelines](https://www.twilio.com/en-us/guidelines/voice) 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.