Manual Call

overview manual call is a feature that allows agents to place an outbound call by manually dialing a phone number that is not part of an automated campaign lead list this is essential for one off calls, follow ups, or calling numbers provided by a customer during an interaction how it works from their console, the agent accesses a dial pad they can type or paste in the phone number they wish to call and initiate the call the system treats this as a manual outbound call, which can still be tracked, recorded, and dispositioned just like a campaign call, depending on the system's configuration prerequisites the agent's user role must have permissions to make manual calls configuration steps making a manual call (agent) location agent > agent console > call control panel action click on the manual call icon (a dial pad symbol) the dial pad will appear enter the phone number you wish to dial click the call button to initiate the outbound call use cases customer callbacks an agent manually dials a customer's number to provide an update on a support ticket calling a new number a customer provides an alternate contact number during a chat session, and the agent uses a manual call to contact them outbound follow up a sales agent needs to call a vendor or a partner whose number is not in the crm benefits increased agent flexibility empowers agents to make necessary outbound calls on the fly, without being restricted to campaign lists improved responsiveness allows agents to immediately act on new information, such as calling a customer back at a number they just provided comprehensive tracking even though the calls are manual, they are still logged and recorded by the system limitations unrestricted access to manual dialing could potentially be misused, so permissions should be managed carefully