Manual Calls from Contact List

When an agent is assigned to a Manual Campaign, she/he can make calls from Contact List, this is: going to menu Contacts -> Contact List and selecting the Manual Campaign where the contact is reachable to be dialed. This can be seen in figure 1.

Figure 1: contact list

If agent clicks on Show Contacts, all of them appear listed as shown in figure 2.

Figure 2: contact list

Then, the agent can make a call to any of the phones listed, by clicking on the phone icon. From that moment the contact information is presented in the Agent screen and immediately the sytem attempts the dial process.

Figure 3: call contact

If the communication has ended or the phone cannot be contacted, then the agent is able to re-attempt with another contact number (if the contact has more than one phone loaded). If this is the case, then the agent can click on any of the extra telephone numbers and will automatically dial the new number.

Figure 4: re-call contact

Finally, the agent is able to disposition the call through the Call Dispositions available. This list of Call Dispositions was generated by the administrator for each campaign.

Figure 5: call disposition

Manual Calls dialing from Webphone

The agent can make calls directly from the webphone. It is typical in some Call Centers to distribute contacts between agents using a spreadsheet or looking for the data in an external CRM.

Figure 6: webphone manual call

Just pressing * enter * button or clicking on * dial * button, the call is made. If there is no pre-selected campaign, the system asks to select one prior to attempt the call.

Figure 7: campaign selection

OMnileads makes a lookup of the dialed phone within the Contact Lists assigned. If it exists, all the contacts matching that number are listed. Then the agent selects the contact to dial and the call is launched presenting Contact Information in the agent console.

Figure 8: contact selection

Figure 9: contact call

Manual Calls to Non-Existing contacts

It can also happen that the dialed phone number does not match any contact, as shown in Figure 10.

Figure 10: no contact for the number dialed

So, the agent can directly dial the phone and then save the new contact filling the campaign form, as shown in Figure 11.

Figure 11: call without load contact

Or load the new contact to the campaign before dialing the number as indicated in figure 12.

Figure 12: load contact and call