This guide provides step-by-step instructions on how to manually dial a contact. It explains how to initiate a manual dial, perform a basic search, and make a call. It also covers advanced search options and provides tips for navigating the system and dealing with contacts that cannot be found.
Tip! Requesting a manual dial can be done at any time once you are logged into a campaign. The request will only action immediately when you are "Not Ready", otherwise it will action after 'X' amount of time when "Ready" or after you have dispositioned your current Call. Once you are in the manual dial state, you will not be connected to other calls unless you cancel the manual dial.
Initiate a manual dial
1. Click on your user profile.
2. Select "Manual Dial"
Basic search for a contact
3. Click the "Search Contacts..." field. You can search by name, phone number, email, postcode or reference (if you are using them). Press enter to perform the search.
4. Any matching contacts will be listed underneath.
Advanced search for a contact
5. If you get no results from the search, you can try an advanced search by selecting the button on the right.
6. Here you can enter details you have for the contact (These searches will do partial matches).
7. Entering something into one of the options will still search the system but you can do multiple.
8. Click "Search Contacts" to initiate the search.
9. As you can see, this search has brought back multiple contacts.
10. Adding more into the search will allow you to narrow it down.
11. Click "Search Contacts" again to initiate the search.
12. The search now only shows the one result.
13. If searching for contacts without using the phone number search yields no results, you cannot attempt a call.
14. The "Call Unknown Contact" button will be greyed out.
Calling the contact
15. Select the "call" button to call the contacts number.
Tip! Contacts with multiple numbers will have the numbers listed underneath with the main number also being displayed with their name.
16. To call an alternate number of a contact, simply select the call button next to the number you wish to dial.
17. Should your search yield no results, you will see the following.
Tip! "No results found" will be because the contact is simply not in the system.
This doesn't mean the number doesn't exist!
18. If you have searched a number and not found a contact, you can still call the number by pressing the "Call Unknown Contact" button.
Call options
19. A manual call will give you all the same telephony options as any other call on the system. You will also see the script tab with a script should you use them.
