Manual Call
4 min
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.
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