Manual outbound phone is a medium of communication, or channel, in your contact center. You can enable and configure this channel so that agents can use the Agent application to manually dial calls using a keypad.
You must create a manual outbound phone skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge and apply it to the agents you want to be able to dial calls. This skill is also required if agents should be able to call other agents or skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge using the address book, to transfer calls, or create conference calls.
Unlike outbound interactions initiated through Personal Connection, manual calls are not populated by a calling list. Thus, manual calls have limitations that automatic calls do not. However, you can configure manual calls to run the suppression engine script, allowing you to manage compliance concerns by using a third party compliance service or querying a do not call list. For more information on automating outbound contacts, see Dialer (Personal Connection) Overview.
