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Class of Service (call restrictions)

Class of Service (call restrictions)

Feb 18, 2026

Class of Service (CoS) lets administrators control which outbound calls agents are allowed to make. Restriction templates define rules that can block international calls, premium-rate numbers, calls outside business hours, or all outbound calling entirely. When an agent attempts a restricted call, a real-time supervisor override workflow lets them request permission to proceed.

Overview

CoS is a policy system for outbound dialing. You create restriction templates with rules, then assign those templates to agents. When an agent dials a number that violates their assigned template, the call is blocked and a notification explains why. The agent can then request a one-time override from a supervisor.

This is useful for controlling phone costs, preventing unauthorized international calls, and ensuring compliance with company dialing policies.

Creating restriction templates

Templates are managed in Calls > Settings > Class of Service.

  1. Navigate to Calls > Settings > Class of Service.

  2. Select Add Template.

  3. Enter a Template Name.

  4. Configure the restriction rules described below.

  5. Select Save.

Assigning templates to agents

Assign a CoS template to an agent in their agent profile:

  1. Navigate to Calls > Settings > Agents.

  2. Edit the agent.

  3. Select a template from the Class of Service dropdown.

  4. Select Save.

Default template

You can designate one template as the default. The default template applies to any agent who doesn't have a specific template assigned. This ensures every agent has at least a baseline set of restrictions.

Restriction rule types

Each template can include any combination of these restriction rules:

Disable all outbound calls

Blocks all outbound dialing for the agent. The agent can still receive inbound calls and make internal extension-to-extension calls. Use this for agents who should only handle inbound calls.

Country restrictions

Restrict outbound calls to specific countries. When configured, the agent can only dial numbers in the allowed countries. Calls to all other countries are blocked.

If no countries are specified, only domestic calls are allowed.

For most businesses, allowing only domestic calling is sufficient. Add specific countries only when agents need to reach international customers.

Premium and shared-cost number blocking

Blocks calls to premium-rate numbers (900, 976 numbers), shared-cost numbers, and shortcodes. These number types often carry high per-minute charges.

Time-based restrictions

Restrict outbound calling to specific time windows by referencing a timeframe. Outside the permitted hours, outbound calls are blocked. This uses the same timeframes configured in time-based routing.

How restrictions are enforced

When an agent enters a phone number on the softphone dial pad, the system evaluates the number against the agent's CoS template in real time:

  • If the number is allowed, the agent can dial normally.

  • If the number is blocked, the dial button is disabled and a restriction warning appears on the dial pad explaining the reason (e.g., "Outbound calls are disabled," "Domestic calls only," or "Outside permitted hours").

The system identifies the destination country from the phone number and checks it against the template's country restrictions. Premium number types are detected automatically.

Restrictions during transfers

CoS restrictions also apply when an agent transfers a call or dials out on Line 2. If the transfer destination is restricted by the agent's CoS, the transfer is blocked. Unlike Line 1, override requests are not available for Line 2 transfers -- the restriction is enforced without exception.

Important: CoS restrictions on Line 2 cannot be overridden. If an agent needs to transfer to a restricted number, a supervisor or admin must place the call instead.

Supervisor override workflow

When an agent's call is blocked by CoS, they can request a one-time override from a supervisor. The override workflow operates in real time through notifications.

Step-by-step flow

  1. Agent dials a restricted number. The call is blocked and a notification appears explaining the restriction.

  2. Agent requests an override. The notification includes a Request Override button. Selecting it sends an override request to all online supervisors and admins.

  3. Agent waits for approval. An "Awaiting Approval" notification appears with a 60-second countdown timer.

  4. Supervisor receives a notification. A floating notification card appears in the supervisor's interface showing the agent's name, the restricted number, and the restriction reason. The card includes Approve and Deny buttons.

  5. Supervisor responds. The supervisor approves or denies the request.

  6. Agent sees the result. The agent receives a notification:

    • Approved: The agent can now dial the number. The dial pad is pre-filled with the number for convenience.

    • Denied: The call remains blocked.

  7. If no response within 60 seconds, the request is automatically denied and the supervisor sees a timeout warning.

Override validity

An approved override is valid for 5 minutes. During that window, the agent can dial the approved number without triggering another override request. After 5 minutes, the override expires and the number is restricted again.

The override applies only to the specific phone number that was approved, not to all restricted numbers.

Audit logging

All CoS actions are recorded in an audit log for compliance and review.

What's logged

  • Blocked call attempts (which agent, which number, which restriction rule)

  • Override requests (agent, number, timestamp)

  • Override approvals and denials (which supervisor responded, timestamp)

  • Override timeouts (no supervisor response within 60 seconds)

Viewing the audit log

  1. Navigate to Calls > Settings > Class of Service.

  2. Select the Audit Log tab.

  3. The log shows the most recent 100 CoS events.

  4. Filter by agent login, action type, or date range to narrow results.

Audit logs are retained for 90 days.

Template summary tags

In the template list, each template displays summary tags indicating its active restrictions:

  • No Outbound -- all outbound calls are disabled

  • Time Restricted -- calling is limited to specific hours

  • Premium Blocked -- premium-rate numbers are blocked

  • N Countries -- calling is restricted to the specified number of countries

These tags provide a quick visual summary without opening each template.

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