Manual Call is an option that allows users to place manual calls on the agent screen.
To set the option to allow manual call, hover over the Configuration icon from the Navigation bar, click on System Setup and proceed to Global agent options tab.
Manual call can be enabled or disabled for different type of users in the Configure global agent options tab. You can assign who can have the ability to make manual calls by ticking the box for Admins, Agents or Supervisors. The changes will take effect instantly and can be changed back when required.