Manual Dialing

Manual dialing is an outbound dialing mode where the agent initiates each call individually, either by selecting a lead from the system or by entering a phone number directly. The dialer does not automatically place calls — the agent has full control over when and whom to call, making it the most conservative dialing approach available in VICIdial.

How It Works in VICIdial

In VICIdial, manual dialing is enabled by setting the auto dial level to 0. Agents can then dial leads in several ways: clicking a “Dial Next Number” button to pull the next lead from the hopper, selecting a lead from a search interface, or entering a phone number in the manual dial field. The manual_dial_filter setting controls whether agents can dial numbers not already loaded in the system, while manual_dial_cid determines which caller ID is presented on manual calls.

When a lead is loaded, the agent sees full preview information on their agent screen before dialing. After the call completes, the agent selects a disposition and can choose when to dial the next number.

Why It Matters

Manual dialing produces the lowest calls per hour of any mode, but it is essential in specific scenarios. Some TCPA interpretations require manual dialing for certain lead types, particularly cell phones contacted without prior consent. High-value B2B sales teams also prefer manual mode because it gives agents maximum preparation time.

Manual dialing also eliminates any possibility of abandoned calls, making it the safest mode for compliance-sensitive operations. Many call centers use a blended approach — running predictive campaigns for consented leads while using manual dialing for restricted lists. See our dialer tuning features for guidance on choosing the right mode.