Agents can make manual calls to Leads in the system. To make a manual call to a new Lead, the Agent will first need to enter them into the system.
Making a Manual Call to a Lead
1.) Click on the white folder icon in the top left of the Agent page to open the CRM.
The CRM panel will open.
2.) 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.
3.) Click on the Lead to open the Lead Layout.
4.) Click the Status menu.
5.) Select a Not Ready Status (Any Status Highlighted in Red).
6.) Click on the Green Phone Icon next to the Primary Phone Number.
Note: 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 the call times out or fails, they will show a call failed modal box.
- for a Disconnected Number, Congestion and Operator Intercept - the audio for the disconnected number will play, and then the modal box will pop out.
- For other numbers that return a busy tone, the "Busy" modal box will show.