©2013 healthmarkets insurance agency | proprietary and confidential. five9 dialer lead dialing...

©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.

Five9 Dialer

Lead Dialing System


Transferring and Conferencing


Transferring Calls

Even though the Five9 interface has a

Transfer button on the right, we will NOT

use this feature to transfer a call.

Using Transfer will disable most call functions for the

user receiving the call, making some

features unavailable.


Conference Calls

Whether transferring or conferencing in

another caller, click Add Conference

Participant.


Conference Calls

You’ll notice that Add Conference

Participant functions much like the Make

Call feature.


Conference Calls

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You can type a phone number in this box then click Add Participant.

The moment you click Add

Participant your primary contact is put on hold.


Conference Calls

If adding an outside third party to the

call, you must advise the call

is recorded!


Conference Calls

You can also type 010 to add or transfer to a

specific agent’s extension.


Conference Calls

You’ll then use your dial pad when prompted to enter the appropriate extension of the agent

you’d like to reach.


Conference Calls

If you’d rather transfer the call to the first available agent, type 001 in the text box to

access the Speed Dial item listed as Transfer the Qualified Leads Here.


Conference Calls

IMORTANT NOTE: In many cases, your call script will specify the Speed Dial to use if transferring to the first available agent. Some Speed Dials are reserved

for specific campaigns. If none is indicated, you may use 001 as indicated

in the previous screen.

1

2


Conference Calls

Once you’ve confirmed the third party is present,

click Complete Conference to tie all parties together.


Transferring

If you’ve added another agent to the conference and want to

transfer the call to him/her, click Leave Conference, then

choose TFR to Agent.

Even though you’ve left the

conference, the two parties will stay connected.


Managing Conference Participants

Any time you’re on a conference call, you’ll see

all parties listed in the Conference Participants

box.



From here, you can right-click on any of the participants which opens the option to Remove Participant

or Park Participant.



Whether you choose to remove or park one of the participants, Five9 will always prompt you to confirm.



After you’ve confirmed your selection, Five9 will display a message confirming that your

action is complete.


Parked Participants

If you’ve parked one of the participants, you will find that party

in your Parked Calls tab near the bottom of your screen.

You may continue your conversation

with the active caller while the

parked caller will remain on hold.


Parked Participants

From the Parked Calls tab, you can right-click the parked caller which will give you the options Transfer Parked Call and

Add To Conference.


Parked Participants

If you choose Add To Conference, Five9 will prompt you to confirm

your choice.


Parked Participants

After confirming your choice, Five9 will tie the parked caller back into

the conference.


Parked Participants

You will now see all callers listed once again

in the Conference Participants box.


Your feedback is valuable!

► Please address any questions or feedback regarding this presentation to:– Joshua De La Luz

Sales [email protected]

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mailto:[email protected]

©2013 healthmarkets insurance agency | proprietary and confidential. five9 dialer lead dialing...

Documents

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