Administrator access to Org Settings
Active phone numbers configured in Symbo
Understanding of your organization’s compliance and calling policies
Navigate to admin controls
From the Symbo Dashboard click on your Profile Icon/Avatar
Go to Org Settings → Phone Settings.
This section contains all organization-wide dialer controls
Understand scope
Any changes made here apply to all users in the organization.
Individual users cannot override settings unless explicitly allowed by an admin
Local Presence Dialing automatically selects an outbound phone number with an area code that matches (or is close to) the prospect’s location. Displaying a familiar local number significantly improves answer rates and reduces spam labeling
In Org Settings → Phone Settings, locate Local Presence Dialing.
Enable Force Local Presence Dialing.
Save your changes.
What happens when this is enabled:
All users are required to use local presence dialing
Users cannot manually select an outbound caller ID
A lock icon appears in the dialer with the message:
“Your org forces local presence”
Manual number selection is completely disabled
This setting controls whether the same local number is reused when calling the same prospect again.
What it does:
Ensures consistency in the caller ID the prospect sees
Helps build recognition and trust
The system automatically avoids spam-flagged numbers and selects alternatives when needed
Admin control behavior:
When enabled, users will consistently call a prospect from the same local number
When disabled, Symbo always selects the best available local number
Administrators can fully remove this option from user settings by disabling it globally
When to disable:
If your team prefers maximum deliverability over number consistency
If spam-label avoidance is a higher priority than recognition
Administrators have granular control over how calls are recorded across the organization
Records all calls for all users
Best for quality assurance, training, and AI features
Automatically excludes two-party consent regions
DNR regions are pre-populated by default (e.g., California, Florida)
Users can click Reset to restore default DNR states if modified
Best for:
Organizations operating across multiple legal jurisdictions
Enable Record agent side even in DNR regions.
What it does:
Records only the agent’s side of the conversation
Maintains compliance with two-party consent laws
Enables AI features like call summaries and coaching insights
Why this matters:
AI call note generation requires at least one recorded audio stream
Disables all call recording across the organization
Typically used for highly regulated or sensitive environments
In special cases, administrators can apply user-specific recording rules that override the organization-wide setting. This allows you to enforce a default policy (such as Always Record) while making exceptions for specific users
How to add an override:
Go to Org Settings → Phone Settings → Recording Settings
Click + Add override
Select a User from the dropdown
Choose the override behavior:
Allow user to toggle
Always record (except DNR)
Never record
Save the override
What this does:
The selected user follows the override instead of the org-wide setting
The override appears as a dedicated rule beneath Recording Settings
Admins can add, change, or remove overrides at any time
Key behavior notes:
Org-wide recording can be locked, while specific users are exempted.
Admins always retain override control, regardless of global settings.
Overrides are ideal for edge cases without weakening compliance for the rest of the team.
Common use cases:
Executive or leadership calls
Sensitive customer or partner conversations
Legal, compliance, or privacy-driven workflows
Recommended setup pattern:
Set organization policy to Always Record (except DNR)
Add overrides for specific users who should Never Record or Allow user to toggle
Administrators can centrally manage all outbound phone numbers used across the organization from Org Settings → Phone Settings → Team Phones. This section controls how numbers are purchased, assigned, shared, and used for outbound caller ID
Team Number toggle
Use the toggle under the Team number column to enable or disable a number as a team phone number.
When enabled:
The number becomes available to all users as an outbound caller ID
When disabled:
The number is no longer shared and cannot be used as a team number
Swap (Replace) a Phone Number
Click the swap icon under the Actions column.
This allows you to replace an existing number with a new one without disrupting your team’s dialing setup.
Useful when:
A number is flagged as spam
You want to rotate numbers while preserving configuration
Delete a Phone Number
Click the trash (bin) icon under Actions to delete a number
Deleted phone numbers can be restored within 30 days
Best practice
Disable a number first if you are unsure, then delete once confirmed
Swap numbers instead of deleting when continuity matters
Call Transfer Groups let administrators define who live calls can be transferred to during an active conversation. A transfer group can include internal Symbo users, external phone numbers, or both, and all members ring at the same time
How to create a transfer group:
Go to Org Settings → Phone Settings → Call Transfers
Click + Add
Enter a group name (e.g., IRA Department)
Add:
Users (internal Symbo users), and/or
External Numbers (formatted as +1XXXXXXXXXX)
Click Save
Admin controls:
Edit or delete transfer groups at any time
Changes apply instantly across the organization
Enforcing global dialer settings allows administrators to:
Ensure legal and regulatory compliance
Improve answer rates with consistent local presence
Prevent misconfiguration by individual users
Standardize outbound calling behavior across teams
Enable AI features reliably through consistent recording policies
