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These guidelines outline the proper process for making outbound calls, ensuring calls are placed under the correct IVR, accurately tagged in Aircall, and properly documented in playbooks where required.
updated as of September 10, 2025
Using the Correct IVR
CS Tier 1 (CS MNL) – Use IVR 2: Existing Bookings
CS Tier 2 (TA MNL Existing) – Use IVR 2: Travel Agent
Aircall Tagging
All outbound calls must have the appropriate tags.
Multiple tags may be applied if several concerns are discussed in the same call.
Special Note for Tier 2: If the call involves a travel agency, the Travel Agency name must be tagged in Aircall if available.
How to Make an Outbound Call
Go to AirCall Workspace and click on Keypad. (Green Icon)
Check the IVR to be used when making the outbound call.
Playbook Requirements
When to Create a Playbook
Callback requests and missed calls – A CS Notation Playbook must be created and completed once the call has pushed through.
If the outbound call originates from a callback request task in HubSpot, the agent must also update the HubSpot task in addition to completing the CS Notation Playbook.
When a Playbook is Not Required
If the outbound call attempt is unsuccessful, a CS Playbook task is not required.
Document can be accessed HERE.
Document Reference
Keywords: outbound call process, customer call steps, call handling, calling customers, aircall outbound
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