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Manual Calling

Who Can Use This

Agents, Managers, and Admins can all make manual calls. Agents gained access on October 8, 2025.

Overview​

The Manual Dialer enables one-on-one, browser-based calling to individual contacts without requiring campaigns or bulk calling infrastructure. Make personalized calls with full control over timing and recipient.

Key Features:

  • 🌐 Browser-based WebRTC calling - No phone hardware required
  • 🎯 Click-to-call - Enter number or select from contacts
  • 📱 Floating UI - Multitask while on call
  • 🎛️ Real-time controls - Mute, hold, transfer during call
  • 📊 Call logging - Automatic tracking in Analytics

For Agents: Making Manual Calls​

New Feature (Oct 8, 2025)

Agents can now make manual calls to contacts! Previously this was Manager+ only.

What You Can Do​

  • ✅ Make one-on-one calls to contacts via browser
  • ✅ Call any valid phone number (with country code)
  • ✅ Select contacts from your contact list
  • ✅ Use floating dialer while working on other tasks
  • ✅ View your own call history in Analytics

What You Cannot Do​

  • ❌ Create or manage campaigns (Manager+ only)
  • ❌ Import contact lists (Manager+ only)
  • ❌ View other agents' call history
  • ❌ Configure Twilio settings (Admin only)

How to Make a Manual Call​

Step 1: Open the Manual Dialer

  1. Click "Outbound" in left sidebar
  2. Select "Manual Dialer"
  3. Dialer opens in floating window

Step 2: Choose Contact Method

Option A: Dial by Phone Number

  1. Enter phone number in dialer (include country code: +1XXXXXXXXXX)
  2. Click "Call"

Option B: Select from Contacts

  1. Click "Contacts" dropdown in dialer
  2. Search or browse your contact list
  3. Click contact name
  4. Click "Call"

Step 3: Manage the Call

Once connected:

  • Mute/Unmute: Click microphone icon
  • Hold/Resume: Click hold icon
  • End Call: Click red phone icon
  • Add Notes: Type in notes field (saves automatically)

Step 4: Complete Wrap-Up

  1. After call ends, dialer shows wrap-up screen
  2. Select call outcome (Connected, No Answer, Voicemail, etc.)
  3. Add any final notes
  4. Click "Complete"

Floating Dialer Features​

The dialer UI "floats" above other windows so you can:

  • Access customer records while on call
  • Look up information in real-time
  • Take notes in other systems
  • Drag dialer to any screen position

Minimize/Maximize:

  • Click minimize icon to shrink to taskbar
  • Click maximized dialer to restore full controls

Daily Use Tips​

Before Your First Call:

  1. Test browser microphone permissions (Settings → Privacy)
  2. Use headset for best audio quality
  3. Ensure stable internet connection (WiFi or wired)

During Calls:

  • Use mute when listening or looking up info
  • Add notes in real-time - don't wait until end
  • Check contact details in separate tab if needed

After Calls:

  • Complete wrap-up immediately (don't batch)
  • Select accurate outcome for reporting
  • Add context in notes for future reference

Viewing Your Call History​

  1. Navigate to Analytics in sidebar
  2. Click "Voice" tab
  3. Scroll to "Call History" section
  4. Filter by date range, outcome, or contact

What you'll see:

  • Your manual outbound calls
  • Your campaign calls (if assigned)
  • Your inbound queue calls
  • Call duration, outcome, notes

Learn more: Call History & Reports

Troubleshooting​

Cannot hear customer:

  1. Check browser microphone permissions
  2. Ensure headset/speakers are connected
  3. Try different browser (Chrome recommended)

Customer cannot hear you:

  1. Click unmute icon (check if muted)
  2. Grant microphone access in browser
  3. Check system audio input settings

Call won't connect:

  1. Verify phone number includes country code (+1XXXXXXXXXX)
  2. Check internet connection stability
  3. Contact manager if issue persists

Dialer not appearing:

  1. Disable browser pop-up blocker for DutyCall
  2. Refresh page and try again
  3. Clear browser cache if problem continues

Technical Architecture​

Call Flow Diagram​

1. User clicks "Call" in browser
   ↓
2. Frontend requests Access Token from backend
   ↓
3. Backend generates Twilio Access Token (JWT)
   ↓
4. Frontend initializes Twilio Device with token
   ↓
5. Device connects to Twilio via WebRTC
   ↓
6. Twilio requests TwiML from webhook
   ↓
7. TwiML instructs Twilio to dial destination number
   ↓
8. Call connects via PSTN/SIP
   ↓
9. Audio streams via WebRTC (browser ↔ Twilio)
   ↓
10. Call ends → Status webhook fires
   ↓
11. Backend logs call to twilio_call_logs table

Data Model​

twilio_call_logs table:

- id (bigint, primary key)
- user_id (foreign key → users.id)
- contact_id (foreign key → contacts.id, nullable)
- direction (enum: 'outbound-manual', 'outbound-campaign', 'inbound')
- phone_number (varchar)
- call_sid (varchar, unique, Twilio Call SID)
- status (enum: 'completed', 'failed', 'busy', 'no-answer')
- duration (integer, seconds)
- recording_url (text, nullable)
- notes (text, nullable)
- created_at (timestamp)

API Endpoints​

POST /api/voice/token

  • Purpose: Generate Twilio Access Token for WebRTC
  • Auth: Required (Bearer token)
  • Response: { "token": "eyJhbGc..." }

POST /api/voice/manual/twiml

  • Purpose: Return TwiML for outbound call
  • Params: To (phone number), contactId (optional)
  • Response: XML TwiML

POST /api/voice/manual/status

  • Purpose: Receive call status updates from Twilio
  • Params: CallSid, CallStatus, CallDuration
  • Action: Log call to database

GET /api/voice/call-logs

  • Purpose: Fetch user's call history
  • Auth: Required
  • Scoping: Agent (own calls), Manager (dept calls), Admin (org calls)

Need Help?​

  • Agents: Contact manager if dialer not accessible
  • Managers: See contact management guides or contact support
  • Admins: Check Twilio configuration or contact technical support

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