Manual Dial

Watch this quick video to learn about the purpose of Manual Dial widget and how to use it effectively. Scroll down for the detailed step-by-step instructions.

The Manual Dial widget facilitates agents to manually contact Non-PEWC (Prior Express Written Content) customers, who have not expressed prior written consent to receive advertisements and telemarketing messages from the caller. This widget allows you to initiate outbound calls and set Outcomes for each Interaction. Unlike outbound campaigns, where contacts are directly sent to the Acqueon Dialer, Manual Dial loads the relevant Non-PEWC contacts for agents to access and dial manually.

Note:

The widget displays details only when the Agent's state is Not Ready, ensuring it does not interfere with the flow of outbound or inbound campaigns. However, if an admin enables Enable Manual Dial/Non-PEWC during Ready state option in the Campaign Manager Admin configurations, Manual Dial displays information in the agent Ready state as well.

The Administrator creates a separate campaign group in Campaign Manager and maps it with agents who need access to the Manual Dial widget. A campaign is then created and mapped to the designated group, making the loaded campaign visible in the widget for the assigned agents.

Manual Dial contains the following UI elements:

• Campaign Group – The dropdown menu displays the details of the assigned campaign to the agent. Click a campaign to see the corresponding details in the widget.

• Campaign – The campaign that the non-PEWC contact belongs to.

• Contact ID - The unique contact ID for this non-PEWC contact.

• Call Type – The call type for this non-PEWC contact such as Regular or (Normal) Callback.

• Expiry Time – The earliest expiry from the Campaign, Contact, List, Time Zone, or Mode.

• Callback Time – The time that the callback request was first registered.

• Consent – Whether the contact has provided their consent to be contacted.

Manual Dial for a Non-PEWC contact

To initiate a Manual Dial for a Non-PEWC contact, follow these steps:

1. Select the required campaign group from the Campaign Group menu.

2. Click to get a contact list uploaded in the Acqueon Campaigns Console. The details of the Non-PEWC contact are displayed.

   

3. Click to skip the retrieved contact. This is an optional step. The skipped contact is again reopened and lined up in the agent's queue.

4. If required, click to copy the number to Dial Pad.

5. Click to initiate a call.

   Note:

   To initiate a manual Dial call in Genesys Pure Cloud, enable the Placing calls with another app toggle button in the phone settings of the Genesys Pure Cloud application.

6. After the call is complete, set outcomes for the call.

Note:

If the agent edits and inputs a different phone number, the widgets do not reflect the details associated with that number. Instead, they continue to display the information about the original number provided by the Campaign Manager.

Linking Manually Dialed Calls to Five9 Campaigns

While making manual calls in Five9 ADT, agents can link the contact number to the appropriate Five9 campaign. This prevents incorrect tagging, ensures accurate tracking, reduces agent effort, and speeds up workflows. Follow the steps below to associate the contact number with the appropriate Five9 campaign.

1. Enter the contact number to be dialed manually.

2. Click Call. The Select Campaign pop-up is displayed.

3. From the Campaigns dropdown, select the appropriate Campaign to which the number must be added.
   

   Note:

   • Agents can view or select campaigns from the campaign dropdown based on the admin configuration in the Widget Settings of the Workspace Admin application.

   • If the configured campaign is not assigned to the agent or is not available in Five ADT, an error message, “Campaign not found” is displayed. In this scenario, the agent must manually select a valid campaign from the Campaigns dropdown in Five ADT.

4. Click Save & Continue to associate the selected contact number with the campaign. Click Close to undo the changes.

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