How to Dial Alternate Numbers in Manual Mode

How to Dial Alternate Numbers in Manual Mode

With this method, agents initiate the phone call by clicking the “dial next number” button so the agent will have complete control when the lead is called. You will hear the phone ring and hear the lead answer the phone and say “hello” like a typical phone call.

If your manager has alternate number dialing enabled, agents have the option to dial alternate numbers for a lead such as a cell phone or work phone if the lead was not reached at the main number.

 

Step 1. Login to the Agent Screen using your agent credentials.

 

Step 2. You will automatically see a “Dial Next Number” button appear on the left side of the Agent Screen. Click the “Dial Next Number” button to dial a lead’s main contact number.

 

Step 3. You may hear one of the following:

• live human answered call
• answering machine or voicemail
• phone ringing and no answer
• busy signal
• disconnected message

If you receive a live human answered call, the following information will appear:

• Lead phone number
• Lead ID
• Call duration
• Lead contact time in their time zone
• Lead information on Customer Information Tab will appear
• Notification on bottom right
• Script or form may appear automatically if manager setup

Click on the image below to view an enlarged version.

 

Step 4. Read script, if applicable, and modify lead information via the customer information tab or form tab if necessary. Note: Customer information is modifiable during a call and while an agent is in the disposition screen. Once the disposition has been submitted, the lead’s information is no longer modifiable.

 

Step 5. When the call is complete, click on the Hangup Customer button to display the alternate dialing options.

 

Depending on how your manager setup the feature, you will be given one of the options below:

 

Option 1: Manually choose which alternate phone number to dial or choose to finish the lead to disposition the call.

 

Option 2: The system will either dial the second or third alternate number automatically after a certain amount of seconds determined by your manager or you choose to finish the lead immediately to disposition the call before the system starts to dial the alternate numbers.

Once the system starts dialing the alternate number automatically, a notification will appear on the bottom right indicating which alternate number is being dialed.

Note: ALT PHONE is the lead’s second contact number and ADDRESS3 is the third contact number. 

 

Step 6. Click FINISH LEAD when you have decided to no longer call the lead. The dispositions will appear.

 

Click on the desired disposition and click Submit. You will be returned to the main screen to continue to make calls.