Overview
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.
Contents
Before You Begin
Agents can only make manual calls if they are enabled in the Agent Interface Options settings.
- To learn more about the Allow Manual Calls setting, see Manage Agent Interface Options.
Making a Manual Call to a Lead
1.) Click the CRM icon (white folder).
The CRM panel will open on the Leads tab to the left.
2.) Type your query into the Search bar:
- Lead's First Name (Must be exact spelling.)
- Lead's Last Name (Must be exact spelling.)
- Lead's Phone Number
- Lead ID
3.) Click the Lead to open the Lead Form.
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 one of the Phone Number fields.
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.
- Open the Available Channels window using the Available for... option in the Status menu.
- 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.
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