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Help CenterPlatform · Outbound

Manual Dialer

Place manual calls, retry unfinished hangups, resolve calling-line issues, and save contact-linked call logs.

Updated Oct 18, 2026 8 steps 20 questions answeredOpen this page in the platform
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Overview

Manual Dialer lets you place an ad hoc call for the selected client with one of that client’s active caller IDs. You can enter a number without linking a contact, subject to calling permissions, hours and phone-block checks, or select a contact before calling so SalesHive can create a call log, save the final disposition and notes, and show recent activity. The browser phone is connected and verified before the prospect leg is placed. A completed turn in the personal-agent dock does not refresh the Manual Dialer route, so an unrelated agent reply cannot disturb the current number, selected contact, or live call state. If the carrier reports that a destination is disconnected or unassigned, the page explains the issue and offers safe next steps before any prospect call is placed. Recent Activity shows Campaign Dialer notes aligned with the final confirmed disposition, while notes entered directly in Manual Dialer remain unchanged. Client users need manual-dialer permission for the selected client. The default client SDR type includes it. A client user can finalize permitted fields on their own manual call in that same client, even though it has no campaign dial session.

How to use this page

  1. Confirm the client and phone readiness

    Select the correct client in the Platform client switcher. Confirm the page shows Phone ready, a selected Caller ID, and Manual only logging. Choose another active caller ID when needed. After switching clients or when number assignments change, SalesHive resets an unavailable Caller ID to an active number for the selected client. A calling line that carriers appear to be labeling as spam is paused for outbound calls and no longer appears in Caller ID; its owner gets a replacement line. If your selected line is paused while the page is open, Call shows a message asking you to reload to switch to your replacement line. Prospects who call the paused number back still reach you. Recheck Caller ID before calling. If no line is available, the message distinguishes a missing assignment from a client with no active calling lines. Ask your administrator to check the assignment or client phone setup as indicated. Contact search remains available.

  2. Link a contact when the call should be logged

    Type at least two characters to search by contact name or email and select a result before calling. Choose Mobile, Direct, or Company to load one of the saved numbers. The contact card shows current status, campaign, last-contacted date, notes, and recent call or email activity. Calls placed without a selected contact are not saved to a contact record. A search error means results could not load, not that no contacts match. Check the message and try the search again.

  3. Enter a number and place the call

    Type a number, use the keypad, or load a selected contact number. Select Call or press Enter. SalesHive reserves a conference, connects the browser phone, waits for it to report ready, and only then dials the prospect. If phone audio is not ready within about 13 seconds, the prospect is not dialed and the page shows Phone audio was not ready before dialing. Try Call again. If the carrier reports that the destination is disconnected or unassigned, edit or clear the number, choose another saved number, or skip that contact. If the phone provider did not confirm the call, including after a timeout, check the call status before trying again. The earlier attempt may have reached the prospect, even if the page returns to idle. SalesHive does not automatically repeat that unconfirmed request.

  4. Use the live call controls

    Use Mute or Unmute during an active call. Keypad presses send tones to the prospect line for IVRs or extensions. Quick presses go out in order, each waiting for the earlier tones to finish, so they do not cut each other off. Select Hang Up to end the phone call and browser audio, or cancel while the call is still being placed. Keep the page open until closing finishes. If a closing error appears, check the call state, then use Hang Up again if closing is still unfinished. Losing browser audio does not prove the prospect line has ended; Hang Up remains available while that line still needs to close. The state and duration fields show current progress.

  5. Save the final call log

    For a contact-linked call, wait until the call ends, choose the final disposition, add optional notes, and select Save Call Log. Save before you place the next call: each new call starts with the outcome reset to Attempting and empty notes, so one call's result cannot carry onto the next. If the last call is not saved, the first Call press shows a reminder and does not dial; press Call again to dial without saving it. Closing or reloading the tab with an unsaved call asks you to confirm first. Choose Directed to Corporate only when a live person explicitly directs the SDR to the company corporate office, headquarters, or central team. Across all clients, it moves an eligible active contact to Not Decision Maker and removes that person from regular calling. Existing meetings, removals and blacklists stay unchanged; other contacts at the company stay available. A success message confirms the record and refreshes Recent Activity. For Caller ID and Call disposition: Focus the dropdown and press Up or Down to open it. If a search field appears, type to filter, then press Up or Down to enter the options. Within the options, use Up/Down to move, Home/End to jump to the first/last choice, and Enter or Space to select. Escape closes the menu without changing the value and returns focus to its button. Tab closes it and moves on. Reopening clears the search.

  6. Review recent activity

    After selecting a contact, use Recent Activity to review the latest calls and emails. Calls can include saved notes, a recording, and a speaker-labeled transcript when available. Notes from Campaign Dialer calls follow the final confirmed disposition. If that result was corrected, the displayed note uses the final outcome and SDR context when available instead of a contradictory AI summary. Notes entered directly in Manual Dialer remain the text saved with that call.

  7. Receive browser callbacks when enabled

    If Your incoming phone appears in your client workspace, keep the receiving tab open and wait for Ready for callbacks. Only one tab receives callbacks; close the other phone tab if you want this tab to take over. Select Answer and allow microphone access, or select Send to voicemail. During a connected callback, use Mute or Unmute and Hang up. Finish any call already active or starting in this browser before answering or placing another call. This receiver is limited to eligible accounts in the enabled workspace.

  8. Check which calling lines are available

    Ordinary internal SDRs outside Training see their own assigned active lines. During active Campaign Relief coverage, the covered SDR’s line scope takes precedence. If no eligible covered line is available, another person’s line is not substituted. Restricted client accounts retain their own-number limits. Ask your administrator to check assignments when no line appears; this page does not grant access to the shared local-presence pool.

What the buttons do

Caller ID
Choose an active calling line available to your account for the selected client.
Number / Delete
Accepts a typed or selected phone number and removes the last entered character.
Call
Connects and verifies browser phone audio first, then places the prospect call. If the last contact-linked call is not saved, the first press shows a reminder instead; a second press dials anyway.
Hang Up
Ends the phone call and browser audio, or cancels a call being placed. Remains available when closing needs a retry.
Mute / Unmute
Turns the active browser microphone off or on.
Keypad
Builds a phone number before calling and sends dial-pad tones to the prospect line during an active call. Presses made close together are sent in order without cutting each other off.
Search contact by name or email
Finds a contact to link before calling so the call can be logged.
Clear
Removes the selected contact without changing the typed number.
Save Call Log
Saves the selected disposition, notes, duration, and caller ID to the linked contact after the call. Across all clients, Directed to Corporate also moves eligible active contacts to Not Decision Maker and removes them from regular calling. Existing meetings, removals and blacklists stay unchanged; other contacts at the company stay available.
Reconnect
Retry connecting the incoming receiver when no callback is open.
Callback bell
Expand your unread missed-call and voicemail notices, with links to your call history and greeting settings.

Common questions

Yes, when you have manual-calling access for the selected client. Standalone keypad calls do not attach a contact record. For restricted client SDR accounts, choosing a contact still requires ownership and a saved number. Standalone access does not grant access to other contacts, and campaign calls still require a contact. Caller ID, calling-hours, phone-block and PHU hold checks remain.
Wait for Phone ready, choose an available Caller ID, enter a phone number, and let any previous browser or provider call finish closing.
If browser phone audio did not become ready within about 13 seconds, was canceled, disconnected, or returned an audio error before dialing, SalesHive stops before placing the prospect call. Resolve that phone message before trying Call again. A different message, The phone provider did not confirm the call. Check the call status before trying again., means placement is uncertain. A provider timeout or lost response can happen after the call was accepted. The request is not automatically repeated. Check the call status and confirm the earlier attempt is no longer active before placing another call.
The carrier reports that the destination is disconnected or unassigned. Edit or clear the number, choose another saved number, or skip the contact. No prospect call is placed.
A contact must have been selected before the call, the initial call log must have been created, and the active call must be finished.
The last contact-linked call has not been saved, so it has no outcome or notes yet. Pick its outcome and select Save Call Log, or press Call again to dial without saving it. The reminder shows once per unsaved call, so you are never stuck. The new call then starts with a fresh outcome and empty notes.
They send tones to the prospect's phone leg, which is useful for IVRs, extensions, and dial-by-name systems. You can press keys quickly: presses go out one batch at a time, and keys pressed meanwhile join the next batch once earlier tones finish playing. If a press may not have reached the line, an error message says so and any keys queued behind it are dropped, so press them again if the menu did not respond. Presses are never repeated automatically, so a key is not sent twice.
No. Completed personal-agent turns do not refresh the Manual Dialer route. This protects the current number, selected contact, and live call state while the Dialer manages its own reconciliation.
Use it only when the live person reached explicitly sends you to the company corporate office, headquarters, or central team. Across all clients, saving this result moves an eligible active contact to Not Decision Maker and removes that person from regular calling. Existing meeting, removed and blacklisted statuses stay unchanged, as do other contacts at the company.
The call's final disposition was corrected. Recent Activity shows the final operational note aligned with that result, while the original AI analysis and SDR context remain separate evidence in the detailed call record.
Yes, when manual calling is permitted for the selected client. You can finalize the supported fields of your own manual call log in that same client. This does not permit finalizing another caller’s call or deleting a recording. Existing contact and call checks still apply.
Your client user type applies separately to the selected client. It narrows existing access; it does not add access to another client or employee features. Restricted types see only permitted navigation. A blocked page can redirect to an allowed page. If Client access says no features are available, contact your SalesHive team to review your permissions. Manual Dialer requires manual-calling permission; the default client SDR type includes it. In a self-serve workspace, calling is not part of the plan, so Manual Dialer is not in the Outbound menu and opening its link shows a Not on your plan page that names the feature, lists what your plan includes and links back to Contacts.
Refresh the page. If the message continues, ask your administrator to check the calling account. On the enabled client, the browser phone makes one automatic fresh-authorization attempt for an invalid phone token. Recovery does not place or replay a call, and a persistent error stays visible.
The prospect line may still be ringing or connected. Losing browser audio does not confirm that line has ended. After an interrupted hangup, SalesHive checks whether the call already ended. If the connection was reset and the result is still unconfirmed, that request is not automatically repeated. Check the call state, then select Hang Up again if closing is still unfinished. Wait for completion before placing another call. When you cancel during placement, the page keeps the call controls until the pending attempt has finished closing.
An active line may not be assigned to your account. Follow the message and ask your administrator to check your line assignment. If the client has no active calling lines, ask them to check the client phone setup instead. You can still search contacts.
In the enabled workspace, incoming and outgoing calls share browser call protection. Finish the active or starting call first. If the incoming phone is offline, read its message and use Reconnect once no callback is open. Use a current supported browser. An audio warning does not prove a connected callback has ended; use Hang up if it is still connected.
The incoming-phone panel works inside the logged-in workspace. Its bell checks your unread missed calls and voicemails about every 20 seconds and shows up to five recent unread notices. It does not promise email, SMS or desktop push alerts. Existing screenshots show the dialer without this limited-availability panel.
Before a contact-linked cold call, SalesHive checks client and system domain blacklists and current automatic meeting suppression. A company with a booked meeting can be blocked even if no manual blacklist entry exists, including matches through the saved company website or a usable company name. Review Meeting Suppression in Blacklist settings. To confirm or reschedule an eligible booked meeting, open Meeting Follow-up.
For eligible cold prospects where the PHU policy is enabled, fewer than three PHUs means a 42-day wait from the latest qualifying hang-up. Where historical counting is enabled, eligible earlier calls count alongside new calls, even after an earlier wait has expired. A new qualifying PHU that brings the combined count to three sets No Interest and stops ordinary calling. An eligible internal manager must review before reopening. The fixed historical review list is the exception: those contacts stay on hold for Corinne and the manager without an automatic status change. Earlier calls alone do not newly set No Interest. The count follows the contact across campaigns and phone numbers. The check also applies to a typed number matching a held contact in this client when no contact is selected. Selecting another saved number does not lift the hold. Review the contact record; an eligible internal manager can use Review PHU hold there. A new due callback assigned to you after the last hang-up can permit a callback during a wait, but not after three PHUs. Other calling restrictions still apply.
Before dialing, SalesHive uses saved time-zone data for the exact phone number when available, falling back to the area code. This matters for area codes spanning more than one time zone. Real prospect calls follow the 8:00 AM to 5:30 PM local window when the zone is known, with a platform cutoff at 5:30 PM Pacific. If the page reports that the number is outside calling hours, wait until it is eligible; choosing a different Caller ID does not change the destination's hours.
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