---
title: Manual Call
slug: contact-center/XISE-manual-call
docTags: 
createdAt: 2025-09-28T17:22:15.256Z
---

# 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:**
    1. Click on the **Manual Call** icon (a dial pad symbol).
    2. The dial pad will appear. Enter the phone number you wish to dial.
    3. 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.