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DialNexa supports outbound and inbound calling across multiple countries. International calling requires KYC (Know Your Customer) verification before calls can be placed or numbers purchased in regulated regions. Some countries have additional per-country compliance requirements.

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KYC Requirement

KYC verification is required before:
  • Purchasing numbers in non-US countries
  • Making outbound calls to international destinations
  • Running batch campaigns with international recipients
Without completed KYC, international API calls return HTTP 403 with an error indicating verification is incomplete.

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Complete KYC

1

Open Compliance Settings

Navigate to Settings > Compliance > KYC in your workspace dashboard.
2

Submit business information

Provide:
  • Legal business name
  • Business registration number
  • Business address
  • Primary contact name and email
  • Government-issued ID for the account owner (for individual accounts)
3

Upload documents

Upload the required documents:
  • Certificate of incorporation or business registration certificate
  • Proof of address (utility bill, bank statement, or government letter dated within 90 days)
  • Photo ID of the account owner
4

Wait for review

KYC reviews typically complete within 1-3 business days. You will receive an email notification when your status changes. KYC status is also shown in Settings > Compliance.
KYC approval is per workspace, not per user. Once the workspace is approved, all users in the workspace can make international calls within approved regions.

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Supported Regions

DialNexa supports calling to and from the following regions. KYC is required for all non-US regions:
RegionInbound NumbersOutbound CallingNotes
United StatesYesYesKYC optional for US-only workspaces
United KingdomYesYesOfcom compliance required
IndiaYesYesDLT registration required. See India Requirements.
European UnionVaries by countryYesGDPR applies to call recording
AustraliaYesYesACMA compliance required
CanadaYesYesCRTC rules apply
OthersContact supportYesAvailability and compliance vary
Availability of inbound DID numbers varies by country. Contact support for current inventory in countries not listed above.

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Outbound Destination Availability

KYC approval does not automatically enable every destination route. Outbound calls also depend on the workspace’s enabled telephony network groups. Open Workspace Settings > Telephony Config before an international campaign and check:
  • The selected telephony provider has the destination country available.
  • At least one network group for that country is enabled.
  • The destination number prefix matches an enabled network group when prefixes are listed.
  • The route has a visible outbound rate if your workspace uses telephony billing plans.
If no enabled network group matches the destination, single outbound calls and batch uploads can fail with an unsupported country or unsupported prefix message. SIP/BYOC routes are handled separately: when the number is a SIP trunk, or SIP/BYOC is enabled at workspace level, DialNexa skips destination country rules and relies on the SIP path.

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India-Specific Requirements

India has specific regulatory requirements for commercial voice calls:

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DLT Registration

India’s Distributed Ledger Technology (DLT) platform requires registration for entities sending commercial communications. This includes:
  • Entity registration: Register your organization on the DLT platform with your telecom provider.
  • Header registration: Register the sender ID (phone number or alphanumeric header) you will use.
  • Template registration: Pre-register message templates for promotional or transactional communications where applicable.
DialNexa routes India numbers through Plivo’s India infrastructure. You must provide your DLT Entity ID and registered headers to DialNexa support to activate India calling.

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Number Types in India

TypeUse Case
Virtual 10-digit numberStandard inbound and outbound calls
Toll-free (1800 series)Inbound-only, callers not charged

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Calling Hours

India’s TRAI (Telecom Regulatory Authority of India) restricts commercial calls to between 09:00 and 21:00 local time. Calls outside these hours may be blocked by carriers regardless of technical configuration. Schedule outbound campaigns accordingly.
Violation of TRAI calling hour restrictions can result in number blacklisting. Configure your batch campaign schedules to respect local time zones.

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Per-Country Compliance Notes

UK numbers are regulated by Ofcom. Direct marketing calls require prior consent from the recipient. Numbers used for outbound calling must be registered and must display a valid caller ID. Silent calls are prohibited.
The Australian Communications and Media Authority (ACMA) maintains a Do Not Call Register. You must scrub your outbound recipient lists against the ACMA register before dialing. DialNexa does not automatically check the ACMA register.
GDPR applies to call recordings and any personal data collected during or after calls. Post-call analysis data that includes personal information is subject to data retention and deletion obligations. Ensure your workspace data retention settings comply with your obligations.
Canada’s National Do Not Call List (DNCL) applies to unsolicited commercial calls. You are responsible for scrubbing recipient lists against the DNCL before dialing. The CRTC prohibits caller ID spoofing.

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Test International Numbers Before Campaigns

Before running a large international batch campaign:
  1. Purchase one number in the target country and assign it an agent version.
  2. Place 5-10 test calls to real numbers in that country to verify audio quality, call completion, and agent behavior.
  3. Confirm that post-call transcripts are accurate for the target language if your agent operates in a non-English language.
  4. Check call latency. International routes may have higher latency than domestic calls, which can affect agent response timing.
Use the LLM Playground to test agent prompt behavior for non-English languages before placing real calls. Then use audio testing to verify pronunciation and voice quality.