No call lead management / cancel manual dial

[jxk7581]

We're looking for an option which would allow an agent to pull up a lead, and make modifications to it, view comment history, script, etc... But not dial the lead. We're currently using Preview for Manual Dial for this, but once an agent has pulled up a lead, their only option is to dial. What we would like is for the agent to be able to cancel the manual dial and go back into available or pause.

I came across the nocall_dial_flag variable in the source code, which seems to be an attempt to do such a task. But there is no reference to it in the Manager manual.

[mflorell]

This campaign setting is what you are looking for:

In-Group Manual Dial -
This feature allows you to enable the ability for agents to place manual dial outbound calls that are logged as in-group calls assigned to a specific in-group. The MANUAL_DIAL option allows the placing of phone calls out through an In-Group to the agent placing the call. The NO_DIAL option allows the agent to log time on a call that does not exist, as if it were a real call, this is often used for logging email or faxing time. The BOTH option will allow both call and no-call in-group dialing. The default is DISABLED.

[jxk7581]

Thanks for the quick reply Matt. I read that one, and set it to NO_DIAL along with In-Group Manual Dial Select=CAMPAIGN SELECTED. It wasn't initially clear how this worked, but I successfully made a NO DIAL call.

Thanks!