This FAQ will guide you through how to make a manual call to a lead. First, we need to search for the lead you want to call.

To start, click on the white folder icon in the top left of the agent page to open the CRM.  

Type in the name, phone number or lead id of the lead you are trying to reach and hit enter.
This will bring up the lead just below the search field. 

Click on the Lead to open the Information Sheet.

Select a Not Ready Status (Any Agent Status Highlighted in Red).

Click on the Green Phone Icon next to the Primary Phone Number.

You can also make Manual Outbound while the status is available but there is a condition. You can only make Manual outbound when the SMS channel is On while the Voice is Off.

Note: If agent cannot click on the Green Phone Number, contact the admin.

Manual calls won't timeout until 2 minutes but will follow the number you're dialing's ring sequence. (Ex. The number you're dialing has voicemail after 4 rings, it will go to voicemail)

If they do they will show a call failed modal box.
- for a Disconnected Number, Congestion and Operator Intercept  - the audio for disconnected number will play then, the modal box will pop out.
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- for other numbers that return a busy tone, the "Busy" modal box will show.