Manual dial with on-hook agents

[dspaan]

While searching the forum i found that there is a 'ring' link on top of the agent screen when you are logged in as on-hook agent so you can do manual dial calls. Does anyone know if there is a setting that can automatically dial the agent phone when you use the 'manual dial' or 'dial next number' buttons?

[williamconley]

Don't think so. But it sounds like a heck of a new feature you could sponsor. Oddly enough it shouldn't be all that hard to implement. Did you want it to wait for the agent to answer before initiating the client-side call?

[dspaan]

I think it would be ideal for the agent to answer first and then setup the outbound call, yes. We already have something like this working through the API with a custom panel in the script tab. But of course it would be great to have these functions in the default agent screen. In our current script we also auto-pause the agent when they click a button to dial outbound.

[williamconley]

On several occasions we've had clients request something like this, usually they just remove the OnHook or create a second phone for that agent (so they get called when logging in for manual calls, but get called upon arrival for inbound when they aren't making manual calls at all just by switching phone credentials).

I can definitely see where having a "call agent first" checkbox would make life simpler, but to date no one has asked us to create such a setting. Honestly, I've not looked in quite a while to see if this feature has already been added. Be sure you're looking at the latest code before initiating anything "PAID" to anyone.

[innovations]

Hi, I was wondering has this feature been added? It makes a lot of sense because you have to do 3 to 4 steps before placing a manual call when the on-hook agent feature is activated. First pause the campaign, ring your phone, pick up the call, then click manual dial. Or ring your phone (auto-pause), pick up the call, and then click manual dial. When you could just click manual dial be automatically paused, automatically called, have the phone be automatically picked up (override web phone/viciphone auto-answer if off and not play "only person in conference"), and be ready to place the call in the manual dial screen. Even better, be able to place the call directly in viciphone or a softphone and have the number dialed be looked up in the database and customer info launch on the agent screen or a custom field.

[williamconley]

upgrade to the latest, if the feature is present you're good. I don't think it is yet. Until someone sponsors the feature at The Vicidial Group or pays a 3rd party (such as Poundteam) to develop it and submit a DIFF to get the feature added to the core.

[lmoreira]

upgrade to the latest, if the feature is present you're good. I don't think it is yet. Until someone sponsors the feature at The Vicidial Group or pays a 3rd party (such as Poundteam) to develop it and submit a DIFF to get the feature added to the core.

Hi Guys,

I'm willy to paid for this feature: "Call Agent First" on onHook phone for FAST MANUAL DIAL.

Then It'll be available for all community.

[dspaan]

Then you should send a quote request to sales@vicidial.com

[lmoreira]

Then you should send a quote request to sales@vicidial.com

I'm trying to get PoundTeam to do it. Let's see.