diff --git a/enterprise/app/models/channel/voice.rb b/enterprise/app/models/channel/voice.rb
index a313129e2..c13cc5e5b 100644
--- a/enterprise/app/models/channel/voice.rb
+++ b/enterprise/app/models/channel/voice.rb
@@ -18,6 +18,7 @@
 #
 class Channel::Voice < ApplicationRecord
   include Channelable
+  include Rails.application.routes.url_helpers
 
   self.table_name = 'channel_voice'
 
@@ -41,6 +42,18 @@ class Channel::Voice < ApplicationRecord
     false
   end
 
+  def initiate_call(to:, conference_name: nil, agent_id: nil)
+    case provider
+    when 'twilio'
+      initiate_twilio_call(to, conference_name, agent_id)
+    # Add more providers as needed
+    # when 'other_provider'
+    #   initiate_other_provider_call(to)
+    else
+      raise "Unsupported voice provider: #{provider}"
+    end
+  end
+
   private
 
   def validate_provider_config
@@ -60,5 +73,97 @@ class Channel::Voice < ApplicationRecord
       errors.add(:provider_config, "#{key} is required for Twilio provider") if config[key].blank?
     end
   end
+
+  def initiate_twilio_call(to, conference_name = nil, agent_id = nil)
+    config = provider_config_hash
+
+    # Generate a public URL for Twilio to request TwiML (must set FRONTEND_URL)
+    host = ENV.fetch('FRONTEND_URL')
+
+    # Use the simplest possible TwiML endpoint
+    callback_url = "#{host}/twilio/voice/simple"
+
+    # Start building query parameters
+    query_params = []
+
+    # Make sure conference_name is URL-safe and correctly formatted
+    if conference_name.present?
+      # Check format - it should be like 'conf_account_123_conv_456'
+      if !conference_name.match?(/^conf_account_\d+_conv_\d+$/)
+        # If format is wrong, log an error and try to fix it
+        Rails.logger.error("🚨 MALFORMED CONFERENCE NAME: '#{conference_name}'")
+
+        # Try to extract account_id and conversation_id from the string if possible
+        if conference_name.include?('_account_') && conference_name.include?('_conv_')
+          # It has the parts but wrong format, let's try to keep it
+          Rails.logger.info("🔄 Using conference name as-is: '#{conference_name}'")
+        else
+          # Can't salvage it, generate a placeholder with timestamp to avoid collisions
+          timestamp = Time.now.to_i
+          Rails.logger.warn("🚨 GENERATING PLACEHOLDER CONFERENCE NAME with timestamp #{timestamp}")
+          conference_name = "conf_placeholder_#{timestamp}"
+        end
+      else
+        # Format looks good, continue
+        Rails.logger.info("✅ VALIDATED CONFERENCE NAME: '#{conference_name}'")
+      end
+
+      # Add URL-encoded conference name as a parameter
+      query_params << "conference_name=#{CGI.escape(conference_name)}"
+    else
+      # No conference name provided, log this as a warning
+      Rails.logger.warn("⚠️ NO CONFERENCE NAME PROVIDED for outgoing call to #{to}")
+    end
+
+    # Add agent ID as a parameter if provided
+    query_params << "agent_id=#{agent_id}" if agent_id.present?
+
+    # Append query parameters to URL if any exist
+    if query_params.any?
+      callback_url += "?#{query_params.join('&')}"
+      Rails.logger.info("📞 OUTBOUND CALL: Using callback URL with params: #{callback_url}")
+    end
+
+    # Parameters including status callbacks for call progress tracking
+    params = {
+      from: phone_number,
+      to: to,
+      url: callback_url,
+      status_callback: "#{host}/twilio/voice/status_callback",
+      status_callback_event: %w[initiated ringing answered completed failed busy no-answer canceled],
+      status_callback_method: 'POST'
+    }
+
+    # Log the full parameters for debugging
+    Rails.logger.info("📞 OUTBOUND CALL PARAMS: to=#{to}, from=#{phone_number}, conference=#{conference_name}")
+
+    # Create the call
+    call = twilio_client(config).calls.create(**params)
+
+    # Return info needed to properly route and track the call
+    {
+      provider: 'twilio',
+      call_sid: call.sid,
+      status: call.status,
+      call_direction: 'outbound',  # CRITICAL: Tag as outbound so webhooks know to prompt agent
+      requires_agent_join: true,   # Flag that agent should join immediately
+      agent_id: agent_id,          # Include agent_id for tracking who initiated the call
+      conference_name: conference_name # Include the conference name in the return value for debugging
+    }
+  end
+
+  def twilio_client(config)
+    Twilio::REST::Client.new(config['account_sid'], config['auth_token'])
+  end
+
+  def provider_config_hash
+    if provider_config.is_a?(Hash)
+      provider_config
+    else
+      JSON.parse(provider_config.to_s)
+    end
+  end
+
+  public :provider_config_hash
 end