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Five9 Virtual Contact CenterAgent’s Guide

November 2017

This guide describes how to receive and process calls and textual interactions and use tools, such as scripts, worksheets, voicemail, and chat.

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About Five9

Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com.

Trademarks

Five9®Five9 LogoFive9® SoCoCare™Five9® Connect™

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Contents

What’s New.............................................................................. viii

Chapter 1Introduction to the Five9 Agent Application ........................................1Outbound Calling Overview ........................................................................ 1Preview Dial Campaigns Overview ................................................................ 1Inbound Calls Overview............................................................................. 2Agent Skills Overview ............................................................................... 2Scripts and Assistance Overview .................................................................. 2Callbacks Overview.................................................................................. 2Call Wrap-up Overview ............................................................................. 2Agent Desktop Screen............................................................................... 3

Top Menu and Toolbar ......................................................................... 4Navigation Bar................................................................................... 5Main Window Area .............................................................................. 6Status Bar ........................................................................................ 7

Agent Window Views ................................................................................ 7Summary Views of the Agent Desktop....................................................... 7Voice Media Summary.......................................................................... 8Text Media Summary ........................................................................... 9Current Call Screen............................................................................. 9Callbacks Screen ............................................................................... 11Messaging Screen .............................................................................. 11Voicemail Screen .............................................................................. 12Media Stream Screens......................................................................... 12Session History Screen ........................................................................ 13Contacts (CRM) Screen........................................................................ 14

Chapter 2Managing Your Station ................................................................. 16Logging into Your Station.......................................................................... 16Selecting a Skill Group............................................................................. 19Restarting your Station ............................................................................ 20Changing Your Password........................................................................... 20Setting Phone Options ............................................................................. 23

Sound Settings.................................................................................. 24Automatically Answering Calls............................................................... 25Softphone .......................................................................................26Volume Control and Signal Quality.......................................................... 27

Volume Control............................................................................ 27

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Signal Quality Meter...................................................................... 29Testing Voice Connectivity ................................................................... 29

Echo Call ................................................................................... 29Voice Connectivity Test.................................................................. 30

Setting Your User Status........................................................................... 34Logging Out.......................................................................................... 35Viewing Call History................................................................................ 36Managing Your VCC Account ...................................................................... 37

Changing your Password and Security Answers ........................................... 37Recovering your Password.................................................................... 38

Forgotten Password ...................................................................... 38Incorrect Password ....................................................................... 41

Agent Station Access During Domain Maintenance ............................................ 42

Chapter 3Processing Calls.......................................................................... 44Making Test Calls ................................................................................... 44Making Manual Calls in a Standard Five9 Domain.............................................. 46Using Campaign Features.......................................................................... 48

Campaign Types................................................................................ 48Outbound Campaigns..................................................................... 48Inbound Campaigns ....................................................................... 48Autodial Campaigns ...................................................................... 49

Scripts ........................................................................................... 49Connectors...................................................................................... 49Worksheets ..................................................................................... 49Dispositions ..................................................................................... 50Preview Campaigns............................................................................ 51Contact Redial Time .......................................................................... 52Recordings ...................................................................................... 53

Receiving Calls ...................................................................................... 53Processing Calls from Standard Five9 Domains ................................................ 56Processing Calls from Five9 TCPA Domains ..................................................... 60

Previewing Contact Records in Five9 TCPA Domains..................................... 60Dialing External Numbers in a Five9 TCPA Domain ....................................... 61

Previewing Calls in Standard Five9 Domains ................................................... 62Calling the Contact in the Current Record ................................................ 66Skipping the Contact Record.................................................................68

Recording Calls...................................................................................... 69Making Conference Calls........................................................................... 70

Selecting Conference Participants from a List ............................................ 71Adding Parked Users to a Conference ...................................................... 72Leaving a Conference ......................................................................... 73

Transferring Calls................................................................................... 73Managing Parked Calls ............................................................................. 76Selecting Contact Records ........................................................................ 77

Selecting a Contact Among Many that Share the Same Phone Number ............... 77Associating a Call with a Contact ........................................................... 78

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Creating a Contact Record for the Call .................................................... 80Working with Do Not Call Numbers .............................................................. 82

Adding a Number to the DNC List ........................................................... 82Using a Disposition to Add a Number to the List.......................................... 82Dialing DNC-Listed Numbers .................................................................83

Ending Calls.......................................................................................... 84Ending a Call ................................................................................... 84Hanging Up the Softphone Automatically..................................................85

Chapter 4Processing Voicemail ................................................................... 87Enabling Voicemail ................................................................................. 88Processing Skill Voicemail ......................................................................... 89Managing Personal Voicemail ..................................................................... 90Transferring Messages.............................................................................. 92Recording Voicemail Greetings ................................................................... 93

Recording a Greeting.......................................................................... 93Uploading and Resetting a Greeting ........................................................ 96

Chapter 5Processing Text Interactions.......................................................... 97Text Channels Home Page......................................................................... 97

Agent Profile Metrics.......................................................................... 97Agent Totals Report ........................................................................... 98

Text Channels Interface ........................................................................... 99Agent Presence................................................................................. 99Media Stream................................................................................. 100

Media Stream Queue ................................................................... 100Setting Preferences to Sort and Filter the Media Stream ........................ 102

Interaction Details........................................................................... 104Resetting Interaction Tags to Train the NLP........................................ 104Associating Attributes with an Interaction.......................................... 106Using Assistances and Displaying Author History................................... 107

Author Profile ................................................................................ 111Author Influence Scores ............................................................... 112Merging or Editing an Author’s Profile............................................... 113

Control Bar ................................................................................... 114Searching the Agent Directory ........................................................ 115Receiving and Sending Internal Messages ........................................... 115Searching Interactions by Author..................................................... 116Creating an Outbound Post............................................................ 116

Readerboard.................................................................................. 117Chat Interactions ................................................................................. 118

Transferring an Interaction to Release it from Your Queue........................... 119Engaging in the Chat Session............................................................... 119Adding Value to the Chat Interaction and Author Profile ............................. 120Closing a Chat Interaction.................................................................. 120

Email Interactions ................................................................................ 121Replying to Emails ........................................................................... 121

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Adding an Assistance for an Email Request.............................................. 123Adding Value to the Email Interaction and Author Profile ............................ 124Closing an Email Interaction ............................................................... 124Sending a New Email Message ............................................................. 124

Social Interactions................................................................................ 125Selecting Social Interactions from the Media Stream .................................. 125Auto Lock Control............................................................................ 126Replying to Social Posts..................................................................... 127

Using Text Channel Dispositions................................................................ 127

Chapter 6Managing Callbacks ....................................................................128Returning Calls .................................................................................... 130Managing Callback Reminders .................................................................. 130

Enabling Callback Reminders .............................................................. 131Scheduling Callback Reminders............................................................ 132Editing Callback Reminders ................................................................ 133Making a Call ................................................................................. 134

From a Reminder Window ............................................................. 134From the Callbacks Screen ............................................................ 134

Dismissing a Callback Reminder ........................................................... 135Postponing a Callback Reminder .......................................................... 135Removing a Callback Reminder............................................................ 136Selecting a Contact Record for the Callback ............................................ 137

Chapter 7Using Internal Communication Tools ...............................................138Sending Instant Messages........................................................................ 138

Sending an Internal Instant Message...................................................... 139Listing Received and Sent Internal Instant Messages................................... 140

Using the Internal Chat Function............................................................... 141Creating an Internal Chat Session ......................................................... 141Using the Internal Chat Session Window ................................................. 141

Making Internal Calls to other Users........................................................... 143Making Internal Calls ........................................................................ 143Receiving Internal Calls..................................................................... 144

Chapter 8Managing Contacts .....................................................................146Adding Contacts................................................................................... 148Looking Up Contacts ............................................................................. 149Managing Contact Records ...................................................................... 152

Editing Contact Details ..................................................................... 152Calling a Selected Contact ................................................................. 152Attaching a Contact Record to a Call..................................................... 153

Current Call Screen..................................................................... 153Contacts Screen......................................................................... 154

Attaching a Contact Record to a Voicemail Message................................... 155Voicemail Screen ....................................................................... 155

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Contacts Screen......................................................................... 155Managing Contact Sessions ...................................................................... 156

Listing Sessions for a Contact Record .................................................... 156Creating a Contact Session ................................................................. 157

Printing Contact and Call Details .............................................................. 157

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Chapter 2

What’s New

This table lists the changes made in the last six releases of this document:

Release Changes

November 2017 • Added Managing Your VCC Account.

September 2017 • Added information about supervisors monitoring your calls.

August 2017 • Removed the enhancement.

July 2017 • Added an important note for users who select a PSTN station.• Updated graphics and formatting in Processing Text Interactions.

October 2016 • Corrected the figure about wrapping up calls in Top Menu and Toolbar.

September 2015 • Updated information about dialing for agents working in TCPA domains: Processing Calls from Five9 TCPA Domains

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Chapter 1

Introduction to the Five9 Agent Application

The Five9 Agent application enables you to process calls and text interactions for outbound, inbound, and autodial campaigns. Your administrator enabled permissions that determine which activities you can perform.

Outbound Calling OverviewPreview Dial Campaigns OverviewInbound Calls OverviewAgent Skills OverviewScripts and Assistance OverviewCallbacks OverviewCall Wrap-up OverviewAgent Desktop ScreenAgent Window Views

Outbound Calling OverviewThe Five9 Virtual Contact Center (VCC) software automatically scans calling lists, detects answering machines and busy signals, avoids do-not-call numbers to ensure compliance with regulations, and adjusts the dialing pace. You do not need to call customers manually except as required by a particular situation or specific campaign requirements.

Preview Dial Campaigns OverviewWhen you are working on a preview dial campaign go into a ready state, a record from the list is displayed on your Agent desktop. The system delivers a contact record for review prior to dialing a specific phone number for a record.

Introduction to the Five9 Agent Application Inbound Calls Overview

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Inbound Calls OverviewInbound calls are received by the station and processed according to the rules configured by your administrator. Rules can include playing a prompt or greeting to callers or accepting digits entered by the caller. Calls are delivered to agents accordingly.

Agent Skills OverviewDepending on how your call center is set up, you may be grouped by skills, such as technical support, sales, and customer service. Calls are transferred to an available agent in the appropriate skill group. The functions responsible for transferring calls are called automatic call distribution and skills-based routing. When you have an active call, the application provides typical phone features such as hold and transfer. You can also use call recording and conference call features.

Scripts and Assistance OverviewWhen you receive a call or a textual interaction request, the customer's information is shown to you and the appropriate script opens. A script contains the conversation you should follow on a voice call when working with the customer. For each call you may be required to complete a Worksheet. A worksheet is a form in question-and-answer format to be completed by an agent while on a call. For textual interactions, you have access to a knowledge base of assistance and best-answer responses.

Callbacks OverviewThe Agent application allows you to schedule a callback during or after a call or textual interaction. At the scheduled time, the callback reminder opens automatically on your screen.

Call Wrap-up OverviewWhen wrapping up a call, you choose from a list of Dispositions set up by your administrator. A disposition describes the result of a particular call.

Introduction to the Five9 Agent Application Agent Desktop Screen

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Agent Desktop ScreenReach all of the functions and tasks you need from the Agent Desktop Summary screen. From your Five9 Agent Desktop, you can

• Receive, process, and manage voice calls from outbound dialer, inbound, and autodial campaigns

• Apply call scripts to improve productivity and complete worksheets• List, play, and transfer received skill and personal voicemail messages• Customize your voicemail greeting• Manage Five9 Chat, Five9 Email and Five9 Social interactions.

Internal communication tools allow you to reach supervisors and other agents through internal voice calls, chat, and instant messaging.

Top Menu and Toolbar


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Navigation BarMain Window AreaStatus Bar

Top Menu and ToolbarAll application functions can be accessed from the top main menu. Most common functions can be accessed in the main toolbar by clicking the appropriate buttons from left to right.

WrapUp Call

Recycle Number

Add Number To Do Not Call List

Load Script

Add Callback

Remove Callback

Make Callback

Send Instant Message (internal)

Create Chat Session (internal)

Play Selected Voicemail

Remove Selected Voicemail(s)

Request Help


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Navigation BarThe left vertical navigation bar menu allows you to move between functions within the Five9 Agent Desktop.

Each icon in the navigation bar opens the screen associated with the function it represents. You can find the description of each function in Agent Window Views.

To hide or show the Navigation bar, select View > Navigation.

View your Agent Dashboard and session statistics. See Summary Views of the Agent Desktop

Manage calls. See Current Call Screen

Manage callbacks. See Callbacks Screen

Use internal messaging with supervisors and other agents. See Messaging Screen

Manage your voicemail. See Voicemail Screen

Engage contacts in chat sessions using Five9 Chat. See Media Stream Screens.Engage contacts in social interactions using Five9 Social. See Media Stream Screens.

Exchange email with contact using Five9 Email. See Media Stream Screens

View your session history and related statistics. See Session History Screen

Manage your contacts. See Contacts (CRM) Screen


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Main Window AreaThe main area changes depending on which icon is selected. By default, the Summary window is displayed.

Introduction to the Five9 Agent Application Agent Window Views

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Status BarThe status bar indicates the current customer Contact details, the selected Station type and its status. While on call, the application displays

On the left,

• the current contact

On the right

• A signal quality meter• Estimated end of call• Elapsed call time

Agent Window ViewsYou can change views of the agent window by selecting tabs (windows) clicking on icons in the Navigation pane. You can also click Tabs in the Actions menu.

Summary Views of the Agent DesktopVoice Media SummaryText Media SummaryCurrent Call ScreenCallbacks ScreenMessaging ScreenVoicemail ScreenSession History ScreenContacts (CRM) Screen

Summary Views of the Agent DesktopThe summary view is the default view of the agent desktop. The summary view contains two tabs – Voice Media Summary tab and the Text Media Summary tab.


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Voice Media SummaryThe Voice Media Summary tab contains a message area and a statistics display.

The message area on the left side may contain notes from your Administrator; such messages are sent to a particular skill group by an administrator and multiple messages can be sent throughout the day. In the statistics summary display on the right, you can track your daily statistics for callbacks, messages, recordings, and session history.


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Text Media SummaryAgents with text media skills also have a summary of activity associated with text, email, and chat skills. The Text Media Summary tab includes agent statistics for outreach, assignment, and average handle time for text and social media interactions; and shows the trend in graph form.

Current Call ScreenYou use this window to manage live calls, combining the Customer information with the call control buttons. Five9 uses call dispositions to indicate the result of the call. The screen includes several sections with information about the call.


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Screen Section Information about the Call

General Tab • Call Details Comments• Conference Participants• Calls in Queue• Parked Calls• ACD Status pane located below the Calls in Queue/Parked Calls pane.

Agents can see how many calls are in queue for the skill and the queue times.

Script Tab Lists scripts to use for voice call responses.

Preview Tab Customer records from Preview Dial campaigns.

Browser Tab Allows agents to use web-based applications without having to switch between the Agent application and a browser window. It can also be used to open custom call scripts that are hosted outside of Five9

Actions Pane List of buttons for each action an agent can take in processing a call.


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Callbacks ScreenThe Callbacks Screen displays the list of all customers for whom you have scheduled a specific callback. The system automatically sends you a reminder message when a callback is due.

Messaging ScreenThe Messaging screen displays the list of all sent and received instant text messages between agents, supervisors, and administrators. By saving messages, you can go back and review coaching, or answers to questions posed to your supervisor or peers, via the Five9 chat or instant messaging features. From the Actions menu you can send internal messages or start an internal chat session with another user.


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Voicemail ScreenIf your contact center policy permits inbound calls directly to agent extensions, the Five9 application includes Contact Center voice mail, which lists all received messages, and allows you to play them back on your desktop. When you have new voicemail, an alert notification appears on the Voicemail icon on the navigation bar. The number inside the alert indicates how many voicemail messages you have waiting. The action list on the right side of the screen provides the controls you use to mange the voicemail messages you receive.

Media Stream ScreensThe text channel engagement options are all managed from the same engagement screen. Interaction sessions are listed on the left. Color-coded icons indicate status and other information for each item.


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Session History ScreenThe session history page shows all your voice calls for the current login session along with call statistics that can aid you in reviewing your daily performance and review previous calls.

Agents with social engagement skills configured manage Chat, Social, and Email interactions from the same list.

The agent’s profile defines which type of media interactions the agent is authorized to accept and how many of each type can be active at one time.

Rules are used to determine precedence and define which type of interaction can be interrupted. Voice interactions, for example, are never interrupted.


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Contacts (CRM) ScreenThe Contacts (CRM) screen contains information you use to review and manage both customers and their information. The interface supports multiple look-up options, dialing, and callback scheduling. The Contact (CRM) screen comprises four sections:

Contact Record Contains detailed information about the current contact

Call History Displays information about the call history with the current contact. Agents can customize the view by choosing options to display the current session or all sessions with the contact for up to the last 60 days.

Contact Record Session Includes information about the current session, save the current session and add notes about the session that might help during any subsequent sessions with the contact.

Actions Menu Lists the possible actions an agent can take for the current contact session.


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Agents see the contact record, call history with the contact, information about any new sessions, and Actions list to manage the contact and the contact session.

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Chapter 2

Managing Your Station

Your Five9 Virtual Call Center (VCC) station is a Web-based communication system for managing inbound and outbound call center campaigns. Use the guidelines in this topic to get started using your Agent Application.

Logging into Your StationSelecting a Skill GroupRestarting your StationChanging Your PasswordSetting Phone OptionsSetting Your User StatusViewing Call HistoryManaging Your VCC AccountAgent Station Access During Domain Maintenance

Logging into Your StationUse the credentials, station number (softphone only), and connection type provided by your administrator.

1 Log into your Five9 account.

Managing Your Station Logging into Your Station

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2 Click Agent.

3 Open (default) or save the file, and click OK.After the download, if you or your administrator has activated the auto-login feature for your account, the login screen does not appear.

4 Enter your credentials – User name (agent ID), Password, Station number, and specify the type of connection you are using:

Managing Your Station Logging into Your Station

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PSTN station

The system remembers all settings except your password. The password policy defined by your administrator can limit the number of unsuccessful login attempts before locking your account. To unlock an account, your administrator must reset the password. During your last allowed attempt to login, a Last Try message appears at the top of login window.

5 Click OK.

Station Type Description

Softphone the software program that processes telephone Internet calls to and from the Five9 call center. You listen to the calls with a headset connected to your computer.

PSTN Calls use the standard telephone network instead of the Internet. To log into the Five9 call center, you enter on your desk phone a ten-digit direct-dial phone number.

Important Before logging into a PSTN station or forwarding calls between sessions, be sure that you have permission from your administrator because you may incur high long-distance fees.

Gateway Internet calls to and from the Five9 call center are converted by a network device from digital to analog and forwarded to your standard phone line.

Station Type Response or Action

Gateway or PSTN You are prompted to connect your station. Click Yes. Your phone rings. Pick up the receiver; three tones confirm that your station is connected to the Five9 Data Center.

Managing Your Station Selecting a Skill Group

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Selecting a Skill GroupSkill groups are used to organize agents into groups and assign them to work with specific campaigns. You can receive calls only for the campaigns and associated skill groups assigned to you. Campaigns can be in run training mode.

If you have permission, you are prompted to select one or more skill groups. If you do not select a skill group, you receive only direct calls, such as extension transfers and calls sent to all agents. You can also use this method to log in and make manual calls only.

After you log into your station, a pop-up window opens with all skills selected. To change skill groups, you must log out and log in again.

1 Check only the skill groups from which you want to receive calls during the current session.

2 Click OK.

Softphone your station is connected automatically. When the station is connected, you hear three tones

Station Type Response or Action

Managing Your Station Restarting your Station

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Restarting your StationIf you do not hear three tones after login, follow these steps to restart your station. You may restart your station only from the On Break user status.

1 Select Actions > Restart Station.

When the station is reconnected to the Call Center, and you hear the three tones.

2 Click OK.

Changing Your PasswordYou must have permission to change your own password. Your administrator determines when your password expires. You can be requested to change your password on the next login. For security reasons, Five9 recommends that you change your password often.

Note If your station becomes disconnected, the Five9 Agent Application automatically reconnects your station. You might see this message:

Managing Your Station Changing Your Password

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If you are required to change your password, a screen like the following appears after you log in to the Station:

Your new password must meet the policies specified in the Administrator application. Additionally, passwords cannot match the user name, even if the password conforms to the other requirements. The system remembers your last five passwords and does not allow these passwords to be reused.

Managing Your Station Changing Your Password

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1 Select Actions > Change Password.

2 Enter your new password, following the password policy, and confirm your password.

3 Click OK.

Managing Your Station Setting Phone Options

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Setting Phone OptionsYou can set these options:

Sound SettingsAutomatically Answering CallsSoftphoneVolume Control and Signal QualityTesting Voice Connectivity

PBX Mode A private branch exchange (PBX) is a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for multiple businesses or for the general public. For more information, see your administrator.

Enable Extend Calls This option activates the Estimated End of Call counter in the lower right corner of your station. This feature is enabled by default.

Enable Callback Reminders

This feature is enabled by default. If you do not have the Enable Callback Reminders option checked, you will not receive reminders for your scheduled callbacks. Read more in About Callbacks.

Automatic Voicemail Accept

Read more in Processing Voicemail.

Show Select Skills If you have permission to select skills when logging in, use this option to show or hide the skill selection dialog when logging in.


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Sound SettingsThe Audio options are the sound settings for your station. You hear different tones for the different campaign types when calls are connected. Campaign types that have different tones are inbound, outbound, autodial, or preview dial. This feature is useful for agents who participate in different campaign types such as inbound and outbound, allowing them to identify the call type by the alert tone played. Agent can configure which call types generate an alert tone.

Audio Option Audio Option Description

Play Alert On Overdue Callback

signal for overdue callbacks.

Play Alert On Incoming Message

signal for an incoming message.

Play Tone On Incoming Outbound Call

signal for an incoming outbound call. For Outbound Campaigns, using Play tone on Incoming Outbound Call introduces a delay in delivering calls to the agent because the tone must be played before the contact is connected. Depending on the campaign configuration, this setting may result in contacts hanging up before the agent starts speaking (dead air). If this is the case, disable this option. The default setting is no tone played for incoming outbound calls.


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- .

Automatically Answering CallsIf your administrator enabled the permission to automatically answer calls, you can choose whether to automatically answer incoming calls or to press a button before

Play Tone On Incoming Autodial Call

signal for an incoming autodial call.

Play Tone On Incoming Inbound Call

signal for an incoming inbound call.

Play Tone On Incoming Preview Call

signal for an incoming preview call.

Play Tone on Incoming Extension Call

signal when a call is delivered to your personal queue. This option is useful to notify you when a call is transferred directly from another agent or from an IVR.

Set Audio Devices: Opens a dialog, where the Ring, Speaker, and Microphone Audio Devices may be configured, if any of them need to be changed from the system defaults.

• Ring Audio Device - Determines where Incoming Call Tones will be played. For example, if you have attached speakers, you can pick a headset or sound card.

• Speaker Audio Device - Determines the primary audio source.

• Microphone Audio Device - Determines the microphone that is being used. By default, the headset is selected.

• Enable Automatic Gain Control - Adjusts the amplification of the microphone so that the output signal remains constant despite variations in input signal strength.

Audio Option Audio Option Description


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answering. If you do not check these options, you must press Answer within a set number of seconds.

If your administrator has enabled the permission, and the appropriate Auto-Answer option is disabled, you may have the option to Answer or Reject an incoming call on the Actions menu:

SoftphoneThis softphone option can be specified if you use the softphone station type: Hang-up Phone When Call Ended.

Important For outbound calls placed by the dialer, do not disable automatic answer because the time allowed to answer the call expires before you can answer.

Auto-Answer Options Auto-Answer Option Descriptions

Auto-Answer Inbound/Autodial Calls

If disabled, you must accept inbound and autodial calls by pressing Answer before the call is connected.

Auto-Answer Outbound Calls If disabled, you must accept outbound calls by pressing Answer before the call is connected.

Auto-Answer Internal Calls If disabled, you must accept internal calls by pressing Answer before the call is connected.


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Use this option to disconnect the softphone after each call. If you check the box, an Answer button appears for each incoming call. Use this option only in special cases. Otherwise, use the Auto-Answer options.

Volume Control and Signal QualityVolume ControlSignal Quality Meter

Volume ControlVolume control for speaker and microphone is added as a pane in the Agent application. The sliders will synchronize with the computer’s volume control. It also includes a mute check box that blinks if it is enabled. The volume control is available whether or not you have a call. The control is located in the Actions section of the Current Call screen.

Important For outbound calls placed by the dialer, do not use this option because the allowed time expires before you can answer.


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When you click Volume Control, you will see this thumbtack icon:

If you click the Thumbtack button in the top right corner of the window, you see a drop-down menu located in the toolbar instead.


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Signal Quality MeterWhile on call, the application displays a signal quality meter, which is green if the connection is good. If you hover over it with the mouse, more technical details about the connection are displayed.

Testing Voice ConnectivityYou can test the Voice over IP sound quality by making an echo call or performing a Voice Connectivity Test.

Echo CallVoice Connectivity Test

Echo CallYour speech is recorded and played back to you. Latency issues and other problems may lead to degraded voice quality; Five9 can help you resolve your problems. You must be in Not Ready state to make an echo call.

While on a call, you can use the speaker and microphone volume sliders located below the dial pad at the right panel. They are synchronized with the Windows volume control. The application displays a signal quality meter while on a call. The color is green if the connection is good. If you hover the mouse over it, it displays more details about the connection, including MOS score, latency, jitter, and packet loss. See also: Volume Control and Signal Quality.

1 Select Actions > Make Echo Call.


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2 Speak into the microphone.Once the test message is recorded, it is played back to you. See also: Making Test Calls.

Voice Connectivity TestThe voice connectivity test opens an application in your default browser that tests the speed and reliability of your network connection to the Five9 Data Center, which helps determine the suitability of your Internet connection to the Five9 Agent for VoIP calls.

1 Select Actions > Voice Connectivity Test.


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o

The test runs through a series of steps to show you progress and, eventually, a report. You will be asked to confirm that you want to run the test.

The test begins to show progress through testing your communication channels.


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You receive a report showing the statistics for all aspects of voice connectivity on your station.

Managing Your Station Setting Your User Status

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Setting Your User StatusYour status determines your ability to process calls and to receive voice mail messages. Each time that you change your status, the timer returns to zero. For some of the options, you need to choose a reason among those enabled by your administrator. You can choose your status in the drop-down menu in the top left corner of your station. When you log in, your status is Not Ready. Before using your station, be sure to change to one of these options:

Ready Sets your ready state to the media types you last selected in the Ready ... pop-up window. If you want to change your media type selections, click the Ready ... option again and reset your selections.

Ready ... Presents a pop-up window where you select the media you are ready to work with:

When you set your availability, your Ready preferences are saved for the next time your log in. If you still want to work with the same selections, just select the Ready option when you log in again or return from a Not Ready state.

Managing Your Station Logging Out

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Logging OutWhen you are logged out, you no longer have access to the softphone. Gateway users must hang up their analog phone after logout.

1 Select Actions > Logout & Exit.

You may need to select a reason to justify your status.2 Select a reason code, and click Yes.

The default reason codes can be customized by your administrator:– Email: to send an email.– End Shift: at the end of a shift.– Fax: to send a fax.– Meal: for a meal break.– Split-Shift: for the first part of a shift.

During call processing, the At End Of Call Switch To button is available. This button enables you to switch to the desired status automatically after the current call is finished.

Not Ready Not available to receive calls but can manually dial a call. You are in Not Ready state when you first log in. Once you change your state, you will use reason codes defined by your administrator to indicate states. Select one of the codes to justify your Not Ready status. For example, you may need to complete a task or take a break. A keyboard shortcut may be assigned to a code. Your administrator may add, delete, or rename reason codes.Your supervisor is able to see your specific Not Ready status in the Supervisor Dashboard.

Managing Your Station Viewing Call History

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During a call preview, you can change your status at the top left in the menu bar. In this case, the preview record remains active so that you can dial the numbers. After you set the disposition for the call, the new preview record does not appear.

Viewing Call HistoryA session starts when you log in and ends when you log out. All calls for the session are listed in the Session History section of your station.

Managing Your Station Managing Your VCC Account

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You can see information about your calls: Number, DNIS, Call Type, Start Time, Talk Time, Wrap Time (after-call work time), Disposition, Campaign, and Comments. To sort the list, click a column header. To view an item, double-click it. To switch between records, use the navigation pane.

Managing Your VCC AccountYour may have been provided separate credentials for the Five9 Customer Portal and each application that you may access.

Changing your Password and Security AnswersRecovering your Password

Changing your Password and Security AnswersIf you have permission, you can change your password and questions and answers at any time. If you do not have permission, you do not see this menu item.

1 Click My Settings.

2 Make your changes.The password options that you see depend on your permissions and the requirements set for your domain. The security questions menus contain at least six options.


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3 When done, click Update.

Recovering your PasswordYou must recover your password if you forget it or if you enter an incorrect password.

Forgotten PasswordIf you have forgotten your password to access the Customer Portal, follow these steps.

1 Enter your user name.


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2 At the bottom of the login window, click Forgot username or password.

3 In the Password Reset Form, enter your user name, and click Reset Password.

4 Enter your email address, and click OK.If you have permission to reset your password, you see this window. Continue with step 5:


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If you do not have permission to reset your password, you see this window. Contact your administrator:

5 Click OK.The login window is displayed.

6 Click the link that was emailed to you.

7 Answer the verification questions, and click OK.


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8 Choose a new password according to the requirements that are displayed, and click Update.The login window is displayed with a note about your new password.

9 Log in with your new password.

Incorrect PasswordIf you enter an incorrect password while attempting to log into your application, you are notified. If you enter an incorrect password more times than allowed by your administrator, your account is locked. To unlock your account, you need to contact your administrator.

A locked account is displayed differently for the customer portal and for applications:

Managing Your Station Agent Station Access During Domain Maintenance

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Agent Station Access During Domain Maintenance If you are logged into your agent station when maintenance is required or an outage occurs, you see messages that advise you of the status throughout the event. If you are logged in maintenance starts, you see this message:

Customer Portal

Applications

Managing Your Station Agent Station Access During Domain Maintenance

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If you are on an active call, you are allowed to finish the call and assign a disposition. As soon as you assign a disposition to your call, you will be notified that your station is being reconnected:

You will be notified when the switchover to the backup data center is complete:

Your station will be restarted automatically and you will hear the three connection tones. After you see this message, you can set your status to Ready, and you may resume taking calls.

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Chapter 3

Processing Calls

Your station enables you to make and receive external and internal calls.

supervisors monitoring your calls

All calls may be monitored and recorded. In addition, if this feature is enabled, you hear an alert when a supervisor starts to monitor your calls.

Making Test CallsMaking Manual Calls in a Standard Five9 DomainUsing Campaign FeaturesReceiving CallsProcessing Calls from Standard Five9 DomainsProcessing Calls from Five9 TCPA DomainsPreviewing Calls in Standard Five9 DomainsRecording CallsMaking Conference CallsTransferring CallsManaging Parked CallsSelecting Contact RecordsWorking with Do Not Call NumbersEnding Calls

Making Test CallsTraining mode delivers calls to you without actually dialing phone numbers. You receive simulated calls. Messages are displayed on the screen as if you are on a real call, but some call-related options and functions are not available. Using training mode is a suitable way to get to know the Five9 system. Since dispositions can vary between campaigns, practicing campaigns in training mode is a way to learn which dispositions to

Important Although all possible call-processing options are described, your administrator may allow only a subset of these features.

Before making or receiving a call, be sure to set your status appropriately. For more information, see Setting Your User Status.

Processing Calls Making Test Calls

45 Agent’s Guide

use for different situations. Training mode is available only for outbound campaigns that are set specifically. When the campaign is run in training mode, the following rules are used for dialing process:

• List Penetration or Vertical Dialing list dialing mode can be used.• All three numbers associated with the contact record are enabled for dialing.

Calls to Agent ratio is 1 to 1.• Dispositions do not affect real records - REDIAL, FINAL, or DNC will not affect real

campaign records.• Campaign simulates real campaign behavior by following dialing restrictions and

campaign profile filters.• Some features will not work: field mapping, final dispositions across campaigns,

statistics, etc.

You can become familiar with the system by initiating and receiving test calls. Your actions during test calls do not influence any actual contact and campaign data. You must have permission. To receive test calls, you must be in the Ready Call or Ready Call and VM status. Select Actions > Start Test Call.

An Incoming Call window opens.

Processing Calls Making Manual Calls in a Standard Five9 Domain

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Making Manual Calls in a Standard Five9 DomainYou can make a call and optionally associate it with a campaign. Depending on your permissions, you can make external and internal calls.

If you are enabled for international calls, you must use the E.164 format for all inbound and outbound calls. In a phone number field, you may enter up to 15 digits, starting with the plus (+) sign and followed by the country code.

1 Select Actions > Make Call, or press <CTRL> + M.

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2 Enter a valid phone number, beginning with the plus (+) sign and up to 15 digits.

You can select a country code from the dropdown list, then enter the rest of the phone number you wish to call.

You can also select a predefined number from the Agents and Skills list. You can filter this list by using the Agents, Skills, and Speed Dial check boxes. When you start typing, the appropriate contacts (containing the entered string) will be displayed in the list. Before making a call, you can see the status of another agent (Not Ready to take a call (Red), Ready to take a call (Green) or off line (Grey)).

3 Click Make Call.

Processing Calls Using Campaign Features

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Using Campaign FeaturesIf you selected a campaign that contains scripts, worksheets, and connectors, the options appear in your softphone after the contact answers the phone.

Campaign TypesScriptsConnectorsWorksheetsDispositionsRecordings

Campaign TypesYou can make and receive calls for one of three campaign types: Outbound, Inbound, or autodial campaigns.

Outbound CampaignsUsed to dial the customers included in the lists and deliver these calls to agents who process calls. Agents do not dial customers in this type of dialing campaign. Dialing can be handled by the predictive dialer which dials through a list of contacts and delivers connected calls to you. An alternative to outbound predictive dialing mode is Preview dialing. Preview dialing allows you to review the contact record details before making a call.

Inbound CampaignsUsed to receive customer calls. Received calls will be processed according to the rules configured by the administrator. Rules can include playing a prompt or greeting to callers, or accepting digits entered by the caller. Calls are then delivered to agents. Agents belonging to inbound campaigns may monitor progress in the ACD queues to which they belong. The ACD Status panel located on the Current Call screen shows how many callers are present in the queues for your skills, and the longest queue time.

Important Because these features appear in a new browser window or tab, ensure that pop-up windows are enabled in your browser and that the current tab or window is not selected. Otherwise the pop-up window may cause the softphone to close.


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Autodial CampaignsDesigned to dial phone numbers in a list and when a call is answered follow a predefined call flow. The most common flows include leaving messages to the called party. However, the call flow can even pass the outbound call to you.

ScriptsA script contains the words that you say to the customer for the associated campaign. If a script exists for the campaign, it appear when a call is connected. During a call, click the Script tab.

ConnectorsIf you have permission, you can use the Browser tab to trigger connectors that are hosted outside Five9 without having to open your browser. The embedded browser is a tab on the Current Call window.

WorksheetsA worksheet is a form in question-and-answer format that you complete to gather information from the contact. Some dispositions require you to complete a worksheet.

Each worksheet question can have the following fields:• Question name - The name of the question such as Loan Amount.• Question text - For example, What is your current interest rate? It could also be

instructions to you such as Enter the contact’s interest rate.• Answer criteria


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You can complete worksheets while on a call of after the WrapUp Call button is pressed. The Start Worksheet button is located on the Current Call screen. You can view worksheets from previous calls.

1 Click Start Worksheet.The Campaign Worksheet Wizard opens.

2 Read the first question (instructions) and enter your answer at the bottom.All the steps are listed on the left side of the window.

3 After completing each question, click Next.

4 When done, click Finish.

The wizard closes. If you need to update the entered information, you can access this window again and make changes. The Start Worksheet button is available as long as the call is not assigned a disposition.

DispositionsCall dispositions are the only means for you to complete a call. Dispositions reflect the results of calls made on accounts. Dispositions are used to determine the status of the contact by an administrator or supervisor. This status may determine if or when the contact is called back. Dispositions are set up by an administrator. Each campaign can have its own list of dispositions.

An administrator must instruct you on which dispositions need to be selected based on particular cases. The training mode can be used to learn all dispositions available for the campaign.

Disposition type affects dialer behavior. Each disposition can be one of the following four disposition types:


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• Redial Number: The time to redial the contact is configured by your administrator. You can set a redial time if a disposition of such kind was enabled by your administrator. Read more in Agent-Specified Contact Redial Time.

• Do Not Dial Number For Campaign• Final Disposition For Contact Record• Add Number To DNC List

Disposition examples:• Add to DNC List• Left Message• Answering Machine• Scheduled Callback• Sale• Qualified Lead• Not Interested

During call wrap-up, you choose which disposition accurately describes the result of the call. Once a disposition is chosen, you are available for another call. Selecting WrapUp Call hangs up the call, but you are not available for another call until a disposition is selected.

Preview CampaignsDuring preview campaigns, you can review the contact record details before a call is made. When the call is completed and a disposition is set, the next preview dial record from the list is delivered to you.

After dialing a number in Preview mode and setting a disposition with a redial disposition or any non-final disposition, you are prompted to try the number again. Click Yes to try the same number again or try another number for the record.

Administrators can configure preview dialing to allow agents to skip records or force a number to be dialed after a configured preview time. The ability to skip records is configured as you permission. To skip a record without dialing, you select a skip disposition from the Set Disposition drop-down list. Example of skip dispositions are: Declined, Skip - Re-Queue, and Skip - Not Qualified. These dispositions can be of any type including Redial Number.


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Contact Redial TimeIf enabled by your administrator, you can specify when a contact is redialed by the campaign. This is done by means of Redial Dispositions with Allow Agents to Change Redial Time option enabled. Dispositions configured in this manner act like a callback that is handled by any available agent working on the campaign.

To set a redial time, from the Set Disposition menu select the redial disposition. In our example, the Agent Determined Redial Disposition is selected.

The first option is to redial using the default timer set in the disposition. Along with default redial time, there is an option to set a custom time. To set a custom time, select the Schedule Redial option from the drop-down menu of the disposition.

If Schedule Redial is clicked, a window with Date, Time, and Time Zone options is displayed. In the pop-up window, specify date and time, verify the time zone. All time zones that have DST shifts automatically shift based on whether DST is in effect or not.

When an agent specifies a redial time, the phone number will be redialed automatically by the campaign at the designated time and the call will be delivered to any agent working on the campaign.

This feature is useful for call centers working in shifts. Agents in the early shift can specify a time to call and the late shift agents can pick up the callback.

Processing Calls Receiving Calls

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RecordingsThe Play Audio File button is located at the right side of the Current Call window in you application. Clicking this button opens a drop-down menu of all audio files that you can select and play while on a call. For example, when connected to an answering machine, you can play a recorded message instead of actually reciting the script for this situation. This option is available to you if you have permission.

Files are configured by your administrator. Files are assigned by your administrator to skill groups. If you are not on a call, the Play button changes to Preview.

You can access the recordings gathered by IVR scripts during an inbound or autodial campaign. IVR recordings are marked in the prompt list as IVR Recording: <IVR Module Name>. They are acceptable only at the time of the call with which they are associated.

1 During a call, click Play Audio File.You can either play or preview the recording.

2 Click a recording, and click Play or Preview.

3 When the recording is downloaded to your station, click Play.

The recording is played. You can click Pause and Stop.

Receiving CallsTo receive calls, your status must be Ready Call or Ready Call & VM. When preview dialing is used for an outbound campaign, you see a preview screen with the call details from the contact database. You may have permission to decline the call. If you exceed the time limit for the preview, the contact is dialed automatically.

To answer the call, click the number. You can see incoming calls in the Personal Queue tab.


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You can see if there are calls waiting in the ACD (Automatic Call Distribution) Status pane. The pane is located below the Calls in Queue/Parked Calls pane. There you can see how many callers are present in the queues for your skills, and the longest queue time. This is useful for inbound calls.

If you are using a softphone, you may have the Auto-Answer options enabled, allowing manual call answering. If you are ready to receive calls, you hear the phone tones as if using a traditional phone and see the Answer button blinking red. To answer the call, click Answer.

When you receive a call, an Incoming Call window opens.


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The window displays this information (if available):• Caller's General Information - Shown at the top:

– Phone Number - If no corresponding Contact record.– First name, last name, company name - If there is a corresponding Contact

record found (see About Contacts).

• Other Party - Phone number.

• Call Type - For example, Outbound, Outbound Preview, Inbound, or Autodial - if the call belongs to a campaign. Test - If the call is testing (see Making a Test Call).

• DNIS - For inbound calls.

• Is Callback - Yes or No.

• Campaign - Campaign name.

• Contact Records Found - Displayed if there are several Contact records with the same phone number (e.g., a workplace phone number, shared by multiple people). If the caller information is different than what is displayed on Call Details, click on Select Contact Record to find and work with the correct contact record, instead.

The details of working with inbound and outbound calls are as follows:• Inbound Call - You will hear a tone and the Incoming Call window is displayed. As

soon as you hear the tone, say Hello as if you are answering your phone. The tone can be enabled/disabled in Options.

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• Outbound Predictive/Power/Progressive Call - When the "Incoming Call" window is displayed, the contact is connected. Immediately start your normal outbound greeting.

• Outbound Preview Call - During Preview Campaigns, you receive the contact record before the dial takes place.

Processing Calls from Standard Five9 DomainsFollow these steps for standard inbound and outbound campaigns. After reading the contact name and campaign name in the Incoming Call window, click Close.

Once a call is connected, the Current Call screen is activated. The Script tab opens automatically if a script exists for the campaign. Otherwise, the General tab is shown. A script contains the words you will say to the customer for this campaign.

The contact’s information: name, company name (or phone number if the name does not appear in the contact database) are displayed in the status bar at the bottom of the screen. If several contact records contain the current number, you are notified.

To view the contact details, click the General tab.

The Contact record information is presented in the Call Details section.


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You can type information into the fields. As soon as you set a disposition for the call, the information is saved.

All call controls are available in the Actions section at the right side of the screen. You can use them while on a call. The button availability depends on your permissions. If more than one phone number is listed, a green phone icon appears for each number in the contact record. Click the phone icon to dial the corresponding number.


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Managing Calls– Actions Managing Calls –Action Descriptions

WrapUp Call Hangs up the call but leaves you in wrap-up mode until a call disposition is selected.

Record Call Allows you to record a call.

Place Call On Hold Place Call On Hold - Places the call on hold and plays music until pressed again to retrieve the call.

Park Call Places the call in a parked state where it may be transferred to another User, transferred to a third party, or added to a Conference. You should select a Not Ready status (using the At End Of Call Switch To button) before clicking on the Park Call button to avoid receiving another call.

Transfer transfer the current call to a third party or another agent.

Add Conference Participant

Adds a third party to the call.

Start Worksheet Starts a worksheet for data entry.

Manual Connector Connectors automate the manual process of looking up a customer record or completing a form. By clicking on this button, you can manually launch the connector.

Set Disposition Automatically hangs up (ends) the call and records a disposition. Dispositions are set up by your administrator. you can only select the dispositions predefined by an administrator. This is always the last step in completing a call.

Select Contact Record Available when there are two or more Contact records found for the current number. By clicking on this button, you can select an appropriate Contact record by choosing one of the displayed options.

At End of Call Switch To Displays agent states that can be selected after setting a disposition for the current call. When the call ends, you status is automatically switched. Use this option if you are currently processing a call, but will immediately become unavailable for calls afterwards.


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As long as the call is not assigned a disposition, you can type into the Comments field. After the call has been processed, you can hang up.

Use Dial Pad The dial pad is displayed when you click this button. The Dial Pad needs to be enabled by the Administrator for a call in the PROCEEDING state. You may need to dial a number that requires interaction with an IVR script. Some of these numbers use SIP Early Media, which means that the 3rd party establishes an RTP stream with VCC, but does not change the call state from PROCEEDING to CONNECTED.

Volume Control Clicking this button displays the speaker and microphone volume sliders synchronized with Windows volume control. It also includes a mute check box that will blink if it is enabled.

Play Audio File A drop-down menu of all recorded messages that you can select and play while on a call. Read more in Audio Files.

Signal Quality Meter While on a call, the application displays a signal quality meter. This is green if the connection is good. If you hover the mouse over it, more details about the connection are displayed. Read more in Volume Control and Signal Quality.

Managing Calls– Actions Managing Calls –Action Descriptions

Processing Calls Processing Calls from Five9 TCPA Domains

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Processing Calls from Five9 TCPA DomainsIf you are part of a domain enabled for TCPA Manual Touch Mode, you are required to input all internal and external phone numbers manually. External numbers are not dialed automatically. You cannot cut and paste or drag and drop a phone number into the field. When you are ready to dial an external number, enter the number in the field. After you have entered the number correctly, the Dial button is activated.

This feature applies to these types of calls, whether or not they are part of a campaign: click-to-dial, call previews, and queue and voicemail callbacks. For queue callbacks, automatic dialing is disabled, and, for outbound calls, automatic answer is disabled. However, using speed dial for internal numbers and transferring calls to third parties do not require manual retyping. For more information, contact your supervisor.

Previewing Contact Records in Five9 TCPA DomainsAgents are automatically presented with a contact record to preview before initiating a call.

.

Unlike calls which are automatically dialed after a preview time has expired, in a TCPA domain your Ready state is set to Not Ready. You must change your state to Ready to proceed with the call presented.

Processing Calls Processing Calls from Five9 TCPA Domains

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Dialing External Numbers in a Five9 TCPA DomainWhen you are ready to dial an external number after you have previewed the contact record, click the green phone icon for the number you wish to dial.

You are presented with a Make Call screen:

Click Make Call and retype the number to initiate the call.

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You are not allowed to copy and paste or drag and drop any number into the RETYPE TO DIAL window.

The Retype number field remains tinted until you enter the number correctly. The Make Call button remains grayed out until the number is entered correctly.

Previewing Calls in Standard Five9 DomainsThe Preview tab, located on the Current Call screen, is disabled unless you receive a record within an outbound preview campaign.

In Preview dial campaigns, the Incoming Call notification opens when a new record arrives. Call type is outbound preview which means that it is a call not yet connected. After reading the contact name and campaign name in the Incoming Call window, click Close.

The Preview tab is now active. Look at the displayed record and review the details. This information can help to decide if you should dial this person.


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All phone numbers from the record are displayed. A Call button is displayed next to each number.

One number is in bold - this is the number which the system has selected for dialing. You can either select this or another number in the list for dialing. The number(s) may be grayed out in case they have the final disposition, due to the dialing hours configured for the phone number in the Profile for the campaign, etc.


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In the Contact Sessions area, you can see previous calls to this contact record. You can study which agent called this contact.


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By double-clicking an item, you can open the Contact Session Details window.


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The Preview campaign can be configured with limited preview time. For example, you may be allowed to preview a record for 30 seconds before dialing. The remaining preview time is displayed in the bottom pane, in the red box.

With the Limit Preview Time option disabled, you can take as much time as needed to make calls.

If the preview time expires before you make a call, the application behaves in accordance with the Action on Timeout, defined by administrator. Depending on the campaign configuration, the call is dialed automatically or you are placed in Not Ready status:

• Dial number - The application automatically starts dialing the number in bold for the preview record. you application will switch to the General tab automatically. Process the call in a normal way. (Not available in Preview-Only mode.)

• Switch agent to Not Ready - You will be switched to the Not Ready user status automatically if you do not dial within the preview time. You will receive a warning notification after timeout period.

After you change your status to Ready, you receive another preview record.

When you preview a contact record, you can change your user status to Not Ready in the top left menu. In this case, the preview record remains active. You can dial the numbers. But after you set a disposition for the call, the new preview records are not visible to you.

Calling the Contact in the Current RecordTo call the contact, click the green button next to the phone number you want to dial.


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You can also click Call Customer located in the Actions section on the right, and select the number to call.

After a number is dialed, the General tab opens. The call is processed as a standard outbound call.

To disposition a call, click Set Disposition to select from the list of dispositions configured for the campaign. Among the listed dispositions, there are system dispositions such as No Answer, Busy, Fax, Answering Machine, Dial Error, etc. During the calls dialed by the Predictive Dialer, these system dispositions are defined and set up automatically. But for the Preview calls you need to select them manually.


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After dialing a number in Preview mode and setting a a redial or any non-final disposition, you are prompted to try the number again. Clicking Yes allows you to try the same number again, or to try another number for the record. The Preview window opens again and shows the details of the same contact record. If the contact has several phone numbers, the number next after the one already dialed will be highlighted in bold.

When the call is completed, the next Preview dial record from the list is delivered to you.

Skipping the Contact RecordYou can skip the record shown to you in the Preview window if you have permission.

Processing Calls Recording Calls

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To skip a record without dialing, click Set Disposition located in the Actions on the right. You can now select a disposition from the displayed drop-down menu. The campaign skip dispositions to select are configured by the Administrator.

The example skip dispositions are Declined, Skipped - Not Qualified, and Skipped - Re-Queue. The skip dispositions can be of any type, including the Redial and Final. After you select a skip disposition, a new record window is presented to you.

Recording CallsIf enabled by the Administrator, the call recording may be continued after the call is transferred to a third party. You can record internal and external calls. Click Record Call in the Actions toolbar. The button becomes pressed, indicating that the call is being recorded.

Processing Calls Making Conference Calls

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A call recording is a WAV file containing the record of your conversations during the call sessions. Recording agents for quality control or sales verifications can be critical to call center supervisors.

There are a number of options/settings for call recordings:• System-wide level (default FTP server)• Agent level• Campaign level (a number of campaign settings)

Administrators can enable these options for a campaign:• Auto-Record• Setting Recording name to Session ID• Campaign-specific FTP server

If enabled, the call recording may be continued after the call is transferred to the 3rd party. With the permission, you can record calls or a portion of a call using the Record Call button on the Current Call screen. Agents can record both internal and external calls. Read more in Recording Calls.

An administrator can enable the Always Record Agent’s Calls option for you so that all your calls are recorded. Supervisors can record agents' calls as well.

Making Conference CallsDuring calls, you can create conference calls with three or more internal or external parties. You can start a conference from the Current Call screen by adding the active and parked calls to the conference. Conference participants are displayed only to the User who added them on the Current Call screen.

The Administrator can select one of the following options for each campaign, in the case that multiple Five9 Agents are connected to a call:

• Agent who initiates conference must set a disposition for the call - The first agent on the call must select a disposition when leaving the conference.

• Last Agent to leave conference must set a disposition for the call - The last agent on the call must select a disposition.

• Conference initiator decides who must set a disposition for the call - The first agent on the call may decide whether to select a disposition or pass disposition-setting responsibilities to another agent, when leaving the conference.


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• The conference call is not disconnected after the first party leaves the conference, you and other parties can remain on the call.To start a conference, click Conference.Your party is automatically placed on hold. Until you select a disposition, you can add information to the call log.

Selecting Conference Participants from a List1 Click Current Call.

2 Click Add Conference Participant.The contact is placed on hold.

3 Select a transfer party.Before adding a conference participant, you can see the status of agents to whom can connect the call (Not Ready to take a call (Red), Ready to take a call (Green) or off line (Grey). An agent must be in Ready state to accept a conference call.


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4 To switch to Simple mode, click Details.

5 Use the filter to display only those item types you need.

6 Enter a name.

7 Define the options for conference:– Warm Conference - After a consultation call, transfer the customer to

another agent, supervisor, or third party by using warm transfer.– Include Caller Info - If you check this option, the new call participant receives

contact details. If you do not check this option, the call participant receives only information about you who initiated the call.

8 On the displayed screen, enter the phone number for the person to add to the call, and click Add Participant.For warm conferences, the third party is connected so that you can discuss the call with the third party before adding the original contact.

9 Click Complete Conference to add the original contact to the call.

Adding Parked Users to a Conference1 During the call, click the Parked Calls tab.

2 Right-click a parked call, and select Add To Conference.

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3 Click Yes, and OK.

Leaving a ConferenceTo exit the conference and leave the other two members active, select Leave Conference from the Actions menu and choose a disposition.

The conference call is not disconnected after the first party leaves the conference. You and other parties can remain on the call.

Transferring CallsYou can transfer a call to an agent, skill group, speed dial number, or running inbound campaign. You can transfer internal and external calls.


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Customers are automatically put on hold and are transferred to the desired agent or to a group of agents with a specific skill, rather than making the customers wait while manually putting them on hold and handling the transfer. The call no longer needs to be manually parked first.

1 Click Transfer.

2 Select a third party.Before transferring a call, you can see the Ready status of the intended party to whom you are going to transfer the call: Not Ready to take a call (Red), Ready to take a call (Green), or off line (Grey). You can transfer a call only to an agent who is online.

To switch to Simple mode, click Details. The window has no options as shown below:


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3 Use the filter to display only the item types that you need.

Agents - If the check box is selected, all agents are listed.

When you start typing a name, the appropriate names are listed in the Agents and Skills field.

4 Select a contact in the list, or type a phone number.

5 Define the options for call transfer:– Timeout options:

- Time- Record Voice mail- Warm: After a consultation call, transfer the customer to another agent.

– Set Disposition: You can also pick up a disposition, such as Transfer to third party.

6 Click Transfer Call, or Begin Transfer (warm transfer).

7 Click Close.

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If enabled by the administrator, the call recording may be continued after the transfer.

Managing Parked CallsYou can park internal and external calls. You can transfer, retrieve, and add to conference a parked call.

1 Click Park Call. The call is displayed in the Parked tab. The Call Details section and the buttons on the right become unavailable.

2 Right-click on a call in the list in the Parked tab, and select Retrieve Call, Transfer Parked Call, or Add to Conference.

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3 Click Yes.A window with the call details opens.

After the call has been added, you are notified, and the call appears in the Conference Participants box.

Selecting Contact Records

Selecting a Contact Among Many that Share the Same Phone Number

When two or more contact records have the same phone number, you need to select the appropriate contact record. Make sure you are in the Current Call screen and have an active call.

1 Click Select Contact Record at the right of the current call menu.


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2 From the displayed drop-down menu, select Lookup by Current Number.

3 Select a contact record, and click Select.

Your changes in the previously selected record are lost. The selected contact record details appear in the General tab.

Associating a Call with a ContactIf no correct contact records that are associated to the current number have been found, you can associate the call to another contact by performing a Contact Record Lookup.

1 Click Select Contact Record at the right of the current call menu.

2 Select the Lookup Contact option.


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3 Define the search criteria, and click Lookup.


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4 Select the necessary contact and click Select.

The selected contact record details appears in the General tab. Now, the active call is associated to the selected contact record even if the calling number is different from Contact numbers.

Creating a Contact Record for the CallIf there is no appropriate contact record in the system, or if the customer is new or requires a new account, you can create a new contact record for the current call.

1 Click Select Contact Record.


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2 Select the New Record (blank) or New Record (current data).– New Record (blank): only the current number is populated, as shown on the

image below.– New Record (current data): the current contact data is populated to the new

contact record.

Processing Calls Working with Do Not Call Numbers

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Working with Do Not Call NumbersDo Not Call (DNC) numbers are numbers whose owners have indicated that they do not want to receive unsolicited phone calls. Unless the owner of the phone number has given explicit permission to be called, you cannot call them. Such numbers should appear on Do Not Call lists (DNC) lists that your contact center has either verified or purchased from a vendor which has verified the list.

If the permission is enabled, you are allowed to fulfill the corresponding actions.

Adding a Number to the DNC ListIf you have called a DNC number by mistake or the call recipient has asked that you add their number to the list, use this process to add their phone number to the Do Not Call (DNC) list in your Five9 Agent application. You must have permission. However, you can still use a disposition to add the current call number to the DNC.

You can add a number to the DNC list even if you receive a call that is not part of your campaign.

1 Select Actions > Add Number to DNC.

2 Enter the ten-digit phone number to be added to the DNC list.

3 Click OK.

This action adds the number to your contact center’s local DNC list, not to the national DNC list.

Using a Disposition to Add a Number to the ListFollow these steps only if no Add to DNC disposition has been configured for a campaign. Select Actions > Current Call > Set Disposition > Add To DNC List.

Processing Calls Working with Do Not Call Numbers

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You can also click Add Number To Do Not Call List at the top.

Dialing DNC-Listed NumbersDial the number. If you see an error message, you do not have permission to dial DNC-listed numbers.

Processing Calls Ending Calls

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Ending CallsFor conference calls, administrators can set which user must finish the call (campaign setting):

• Agent who initiates conference must disposition call.• Last Agent to leave conference must disposition call.• Conference initiator decides who must disposition call.

Ending a CallIf the administrator has enabled the After Call Work Time Limit for the campaign, the system automatically assigns a predefined disposition after the set time limit. If the person you are talking to hangs up first this will happen automatically so you do not have to click the WrapUp Call for every call.

1 Click WrapUp Call in the toolbar, or click Actions > WrapUp Call.The call ends and you can make notes on your worksheet or edit contacts before the next call comes in.

2 Click Set Dispositions.The list of dispositions may be different for each campaign. You may be required to confirm the selected disposition. Some dispositions require you to fill in a Worksheet.To hang up, you can also click Set Dispositions without selecting WrapUp Call first. This will end the call.


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Preview calls: Among the listed dispositions, you can find such system dispositions as No Answer, Busy, Fax, Answering Machine, Dial Error, etc. During the calls dialed by Predictive Dialer such system dispositions are defined and set up automatically. But for the preview calls you need to select them manually. After you select a non-final disposition, you can call this contact again. The Preview tab opens again with the details of the contact. If the contact has several phone numbers, the next one after the already dialed one is highlighted.

3 To select your status after setting a disposition, click At End Of Call Switch To.

Hanging Up the Softphone AutomaticallyUse this option to make the phone ring before you click Answer.

To enable, select Hang-up Phone When Call Ended from the Options > Softphone menu item.

Important For outbound calls placed by the dialer, do not use this option because the allowed time expires before you can answer.


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Chapter 4

Processing Voicemail

If your call center allows inbound calls to go directly to agent extensions, you may receive voicemail messages from callers. Voicemail is used to transfer and store telephone messages. Voicemail applies mostly to inbound campaigns.

Agents indicate whether or not they are ready to receive voicemail. Agents can record greetings for voicemail. The Five9 Agent application allows you to manage your voicemail. You can save voicemail to a local file, transfer voicemail to other agents or supervisors (for the agents with permissions to transfer them), respond, and more.

Recording a GreetingUploading and Resetting a Greeting

Skill group voicemail is processed by agents of this skill group who have permission, and if processing for this skill group is permitted. Administrators can control which agents may receive voicemail, and agents can control their availability to receive voicemail. Skill voicemail has dispositions. Skill-routed voicemail is treated similarly to inbound calls.

Voicemail received as the result of calls not directed to a particular skill group but to the agent. Voicemail transferred to you by other agents are considered personal voicemail. Administrators can configure all inbound call voicemail to be transferred to a particular agent. The Voicemail window lists all messages received. Agents can play messages on their desktop. The Voicemail window contains these fields:

Skill Voicemail Personal Voicemail

Number - phone number of the message. New

Length - duration of the message in hours:minutes:seconds. Number

Created - date and time the message was created. Length

Campaign - campaign name of the message. Description

Contact Data (if available) Created

Comments Campaign

Processing Voicemail Enabling Voicemail

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Enabling VoicemailYour user status determines whether you can receive voicemail messages. You need either Ready VM or Ready Call and VM. To automatically accept voicemail, Options > Automatic Voicemail Accept.

Processing Voicemail Processing Skill Voicemail

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Processing Skill VoicemailWhen you receive a message, the Voicemail button flashes red.

1 Click Voicemail.

The skill voicemail details appear. If the message is associated with a contact, the contact details appear.

2 Click Accept.

The recording is downloaded. The screen shows the fields in edit mode.

The skill actions are available. The following buttons may be enabled (depending on your permissions):– Return Call - You can return the call. The phone number is populated. You can

select a campaign name.– Transfer - You can transfer the message to another agent or to a different skill

group.

Processing Voicemail Managing Personal Voicemail

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– Delete - You can remove the message from the system.– Processed - You can mark the current message as processed.– Select Contact Record - You can use this button if more than two records with

the current phone number exist in contact database.– Play, Pause, and Stop

3 In the right pane, click Play.

4 When the message has finished playing, click Processed.

Managing Personal VoicemailWhen you receive a message, the Voicemail button flashes red.

1 Click Voicemail.Personal messages are listed in the bottom pane.

2 Select a message in the list.These buttons are enabled (depending on permissions):– Return Call - You can return the call.– Transfer - You can transfer the message.

Processing Voicemail Managing Personal Voicemail

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– Delete - You can remove the message from the system. Select one or several items. For multiple choices, hold <SHIFT> or <CTRL>.

– Play, Pause, and Stop

To see more options, right-click a message:

– Play Voicemail– Save as a WAV file– Delete– Edit Voicemail: useful when transferring a message to add a comment. You

can also change the voicemail number.

To see information about an item, double-click a message.

Processing Voicemail Transferring Messages

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Transferring MessagesYou can transfer personal and skill messages.

1 Select a message.

2 Click Transfer.A window opens.

3 Use the filter to display only the item types you need.– Agents - If a check box is selected, all agents are listed.– Skills - If a check box is selected, all skill groups are listed.

a Start typing a name.b Select an agent or a skill group in the list.

Processing Voicemail Recording Voicemail Greetings

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c Click Transfer.The message disappears from the Voicemail screen.

Recording Voicemail GreetingsYou can only upload user voicemail greetings but not skill group voicemail greetings.

Recording a GreetingUploading and Resetting a Greeting

Recording a GreetingYou can record your greeting with professional software or the Windows Sound Recorder, installed in the Windows XP operating system by default, as explained below. The recorded audio is saved in WAV format. To record prompts, you only need a microphone or a headset connected to your computer.

Windows Vista and Windows 7 operating systems do not allow saving audio files that are recorded with the Sound Recorder application as WAV files. To records greetings, you may download and use a third-party application, such as Audacity (a free program).

1 From the Windows Start menu, select All Programs > Accessories > Entertainment > Sound Recorder.The Sound Recorder window opens.


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2 Click Record.

3 When done, click Stop.

4 Click Play to listen to your recording.You may have to adjust your microphone volume and record again to obtain the proper output level.

5 To save the file, select File > Properties.

6 In the Properties window, click Convert Now.


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7 In the Sound Selection window, set these options: WAVE audio, ITU G.711 mu-law, mono 800 Hz (In some applications, it is also listed as CCITT u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec.)

8 Click OK, and OK.

9 To save your recording, select File > Save As.

10 Select Sounds (*.wav), and ensure that the correct format is selected:CCITT u-Law 8.000 kHz, 8 Bit, Mono (In some applications it is also listed as CCITT u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec.)


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11 Click Save.You can now import this file as a greeting.

Uploading and Resetting a GreetingTo upload a greeting, select Actions > Upload Greeting. The standard Windows dialog opens. Select a file in WAV format.

To return to the default greeting, select Actions > Reset Greeting.

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Chapter 5

Processing Text Interactions

If you have permission to work with text channels, you can process chat, email, and social interactions in inbound campaigns. You may be allowed to handle a specified number of concurrent text interactions. Interactions are either routed automatically to you, or you may be allowed to manually choose interactions.

Text Channels Home PageText Channels InterfaceChat InteractionsEmail InteractionsSocial InteractionsUsing Text Channel Dispositions

Text Channels Home PageWhen you first open the Text Summary screen, you see your own Agent Profile and Agent Totals report showing Key Performance Indicator (KPI) details. While you work you can check on your own performance in key areas, see how you are performing against the top performer in the group, and see the average score of all agents in your group.

Agent Profile MetricsAgent Totals Report

Agent Profile MetricsOnly you and the supervisor, business analyst, or administrator can see your scores. Other agents cannot. The profile panel also lists your roles and the groups to which you are assigned. Groups in text channels map to skills or queues in the VCC.

Processing Text Interactions Text Channels Home Page

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Agent Totals ReportThe Agent Totals report displayed in the panel on the right is a horizontal bar chart that shows the breakdown of your performance across all profiles on which you are authorized to work. The two color bars displayed in each set show these percentages:

• Your completed outreach compared to the entire agent group.• Your assigned items of the entire group.

To change the display and show only one of the indices, click the icons in the color-coded legend at the bottom of the report.

The triangle in the upper right corner shows the overall trend performance either increasing or decreasing from the previous seven day period. Use the scroll bar on the right side to move the chart up or down.

Outreach Percentage of interactions where you and other agents are reaching out to authors and customers.

Assignment Percentage of resolved, or closed, interactions during the current time period, the last 24 hours.

Average Handle Time Average of all text-based items resolved and closed during the current time period, the last 24 hours.

Processing Text Interactions Text Channels Interface

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Text Channels InterfaceThe Chat, Email, and Social tabs in the navigation bar each open the user interface:

Agent PresenceAgents manage their presence (ready states) from the drop-down menu in the Agent Application toolbar and mark their own status:

• The Ready option sets the Ready state to the last selections made in Ready ... The next time you log in, you will be marked Ready for the same channels.

1 Agent Presence Agents select their state of availability to accept interactions.

2 Media Stream Text items in the queue.

3 Interaction Details Information about the active interaction.

4 Author Profile Information about the author of the active interaction.

5 Control Bar Displayed above the Author Profile, Agents receive message notifications, initiate searches for authors and other agents, create posts, and control their Media Stream settings.

6 Readerboard Displayed across the bottom of the page, shows up-to-date Key Performance Indicators (KPIs) for the groups and profiles to which you are assigned.


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• The Ready ... option opens another window where agents with text channel skills indicate their presence to receive and work on text interactions.

• Not Ready - option indicates that you are not ready to work and you must select one of the states defined by your VCC Administrator.

Agents with social skills can indicate what types of interactions they are ready to work on. Selections you make here are retained for the next time you log in.

Media StreamThe Media Stream is the queue of text channel posts either waiting for a response or in progress by you or another agent. The posts come from various social media sources such as Twitter, Facebook, and blogs. These social media feeds are set up by Five9 Provisioning and your Text Channels Administrator.

Media Stream QueueSetting Preferences to Sort and Filter the Media Stream

Media Stream QueueIn the Media Stream queue agents can choose to display all items in queue, assigned items, or manage notifications. Up to 200 items are displayed in the queue at a time.

You can see the source of each item in the queue by the media type icon displayed next to the date stamp in the item instance.


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The Assigned queue shows only the interactions assigned to the logged in agent. Once the agent reaches the maximum allowed tasks, no interactions will be added to that agent’s Assigned queue and the agent cannot cherry pick interactions until interactions currently active are closed to take the queue below the maximum allowed task limit.

When you select a post, its details automatically populate the Interaction Details and Author Profile panels. You can navigate through the list using the Previous and Next buttons and the arrows at the bottom of the display.

To refresh the Media Stream, click the refresh icon in the bottom left corner of the Media Stream panel. The system refreshes the queue and applies any filters you defined in the Settings window. If you clicked Save and Search when you saved your filter settings, the refresh occurs automatically if you have left the Media Stream queue and are returning from viewing your Assigned Media Stream queue. See Setting Preferences to Sort and Filter the Media Stream for details on using the filters.

The live chat web form from the corporate website is the source of the post.

Email is the source of the post.

Social Media Icon The social media network from which the item was sent.


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Items assigned to you show a closed lock icon. You can hover the pointer over the lock to see if it is one of your items.

Setting Preferences to Sort and Filter the Media StreamAgents who are set to cherry pick can create a more concise view of the entire queue by sorting and setting filters. Agents can work more efficiently when their view of the queue is customized. They can target their search and work for a particular type of posts.

Any combination of the sorting and filtering options can be used concurrently. Filter options can be set to include all interactions from a category or only those interactions the meet the specified criteria.

For example, if you need to concentrate on a particular profile for a time, you can set the Profile filter look at only interactions coming from that specific profile.

Sort options apply to the main Media Stream queue. Filter options apply to your Assigned Media Stream queue.

To manage your view of the Media Stream, use the Settings item in the Control Bar.


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Sort Options Sort options apply to the main Media Stream Queue with all interactions

FIFO Sorts the Media Stream queue with the oldest item at the top of the list.

LIFO Sorts the Media Stream queue with the newest item at the top of the list.

Auto Lock Check Auto Lock Item to assign items automatically to an agent.

Item Sorted by Influence Sorts items by the author’s influence score.

Date Range Specify a date range from which to display interactions.

Filter Options Filter options apply to your Assigned Media Stream queue.

Disposition Displays only the interactions with the specified disposition.

Cluster Displays only the interactions tagged with the specified cluster.

Profile Displays only the interactions coming in from the specified profile.


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Interaction DetailsThe Interaction Details panel shows information about the interaction that the Natural Language Processing (NLP) engine has learned about it based on exposure to details, keywords, and similar interactions.

Resetting Interaction Tags to Train the NLPAssociating Attributes with an InteractionUsing Assistances and Displaying Author History

The lower half of the Interaction Details panel is different for each type of interaction. It automatically changes when you select an interaction to work. The view shown here is used with Social items.

Resetting Interaction Tags to Train the NLPFive9 uses a Natural Language Processing Engine (NLP) to tag and categorize posts before they enter your queue:

SPAM Displays only the interactions tagged with the selected SPAM designation.

Priority Displays only the interactions tagged with the specified priority.

Sentiment Displays only the interactions tagged with the specified sentiment.


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• Identify persistent business issue clusters and automatically categorize posts• Perform sentiment analysis and tag the post sentiment• Perform trending topic analysis based on • Eliminate SPAM so that your queue contains only valid items

The system automatically tags each incoming interaction with Cluster Name, Sentiment, and Spam designations. At first, the interactions enter the queue with more neutral tags. The NLP learns over time as agents work and manually tag posts so that the NLP becomes more efficient at assessing sentiment, assigning topics, and identifying the persistent business issues as clusters.

Sentiment analysis assessments are based on keywords in the post compared against keywords and pattern matching defined during system setup.

The NLP performs trending topic analysis based on keywords configured in the system during setup to identify the buzz on the social media sites. The NLP is able to find similar posts in the social media site and associate a topic with each interaction based on keywords that appear in the posts.

Based on keywords configured during initial setup, the Natural Language Processing (NLP) engine tags all interactions with a Cluster Name, Sentiment, and a Spam indicator. Agents can help to train the NLP to learn over time by modifying the assigned tags if they are not an appropriate fit. Eventually the NLP become more efficient at assigning tags.

If you see that the Cluster Name tag assigned by the NLP is incorrect, you can choose a more appropriate tag from the menu on the Cluster Name field.

To change the Sentiment or Spam fields, click on their color icons and choose the more appropriate sentiment icon or change the Spam assignment. By modifying the values of individual interactions, agents are helping to train the NLP so that tagging becomes more efficient over time.


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Associating Attributes with an InteractionYour Text Channel administrator has previously defined sets of attributes suitable to be used with each profile. A typical attribute might be to indicate a geographic region as the source of the post. To associate predefined attributes with an interaction, click the plus sign (+) and select the attributes that fits best.


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Using Assistances and Displaying Author HistoryYou may have permission to use responses and assistance procedures.

Using Next Best Action Responses to Guide InteractionsUsing Assistances to Provide Standard AnswersViewing History Based on AuthorInteraction Enhancement and Transfer Options

The options in the center tab bar can be used with all text interaction types.

Using Next Best Action Responses to Guide Interactions. Administrators can define rules and create responses for agents to use when situations present predictable next steps. Typically, a Next Best Action response is used after a specific type of event. For example, if a certain event occurs, agents can choose an item from the Next Best Action list and it will be automatically populates the agent’s typing field to send to the engaged customer. For example, if a customer reports that their cable line is not working, a response might be to ask them to test a connection.

Using Assistances to Provide Standard Answers. Assistances provide answers to common questions, such as How do I reset my password? or prompts to use during an interaction, such as Restart your computer now.

Next Best Action Predefined set of next best actions; a list of suggested responses the agent can select to answer the interaction or to apply the suggested action. Next best actions are defined by the administrator to apply a set of predefined rules to items in the media stream.

Assistances Predefined set of assistances to help agents with Chat interactions. The assistances might be instructions to use at different points in a Chat or Email session.

History History based on author. You see a complete history of all interactions submitted by the same customer.

Others A set of additional capabilities used to enhance an author’s profile and interactions; add notes to an interaction, associate the interaction with a specific topic thread, or with a conversation.


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When you choose an option, the text from that response automatically populates the response field and you can send it to the customer. In this case, the text from the assistance populates the Chat or Email typing field with the predefined text.

Using assistances helps to improve agents’ efficiency in handling interactions by reducing research and doing the typing for them.


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Viewing History Based on Author. The History tab displays a history of all interactions received from the selected customer. Click on the arrows to see the previous and next posts as you are flipping through the pages of a book.

You can also retrieve an author’s posts by clicking on a date from the timeline when a post was made.

Interaction Enhancement and Transfer Options. To further enhance interaction records, use these options in the Others... tab:

Adding notes to interactionsViewing history based on topicAdding a Notification to an InteractionTransferring an Interaction to Another Agent or Group

• Adding notes to interactionsYou can add notes to any interaction so that in any subsequent interactions with that author the agent will be able to view the history and other relevant information about interactions with the author.


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• Viewing history based on topicYou can bind a topic thread to an single interaction or bind multiple interactions to a topic to create a common thread. In the course of interacting with a customer, you might discover that the interaction really has to do with a different topic or that you need to add another topic thread to the interaction for more robust information about the interaction or related interactions.Select the interaction in the Assigned Media Stream queue, then click the plus sign (+) on the Topic Thread line to type the topic name.Bind as many interactions to the topic as you find relevant. You may attach multiple topics to an interaction.

• Adding a Notification to an InteractionYou can add notifications to individual interactions to set reminders to revisit or make a callback. Type enough information to know the purpose of the notification and set the date and time it should occur.


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When you save the notification and open the Notifications queue in the Media Stream, you will see the notification reminder on the interaction.

When you receive your reminder and click on the reminder notice, the interaction opens automatically.

• Transferring an Interaction to Another Agent or GroupUse the Other > Transfer options to transfer an interaction to another agent or back to a group queue, or back to the main Media Stream for all groups. If you have locked an interaction, you cannot unlock, but you can transfer it to another agent or to another queue. The interaction becomes unlocked and is available for anyone else to select.

Author ProfileThe Author Profile panel in the right panel of the main agent screen shows information about the author of the currently selected interaction.

Author Influence Scores


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Merging or Editing an Author’s Profile

Author Influence ScoresThe author’s influence score is measured by percentages of spam, public influence and corporate influence against all of the posts they have submitted. The higher the rating, the more credible the author is perceived.

The scores of the three categories are reflected in the swoop (colored semicircle) over the avatar image. Each rating is based on a scale of 0 to 100 percent. Authors with a high spam rating are perceived to submit a lot of spam.

In this example Author’s Profile panel, the author has a 45 percent rating on public influence so the swoop reaches about half way around the avatar image. If the rating were 75 percent, the color swoop would reach three quarters of the way around. A color swoop appears for each category in which the author has a score. You cold see Red (spam), Blue (corporate Influence), and Green (Public Influence) swoops stacked for any author. The Author Profile shows these elements:

• Author’s name• Avatar• Author’s email address• Influence scores• Social media links used to submit requests

Authors with influence scores in multiple categories have multiple swoops around their avatar.


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Merging or Editing an Author’s ProfileAgents can see more information about an author or edit the current information using the More|Edit button. For example, an agent might learn that the author also has a link to a blog. The agent can edit the profile and add the blog link, Wordpress profile, or add all profiles into one.

Not every author will have social media links associated with their profile. They might use their Customer Relationship Management (CRM) profile instead. Some author’s might have multiple profiles because they created interactions in different ways. You can merge multiple profiles so that their topics and interactions can be seen from one profile.

To edit an author’s profile, click Merge. A pop-up window appears where you can link the profiles.


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The resulting view shows the merged profiles. In this merged view you can use the double arrows on the right side to toggle between the attributes of the two profiles. When you have the view that you like best for each attribute, save the profile. The last view for each attribute is what you will see next time you look at the profile.

Control BarSearching the Agent DirectoryReceiving and Sending Internal Messages


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Searching Interactions by AuthorCreating an Outbound Post

For settings, see Setting Preferences to Sort and Filter the Media Stream in the Media Stream Panel.

Searching the Agent DirectoryUse the agent directory to look for other agents and their readiness states, chat with another agent, send a message to another agent, or find all agents in a specific group.

To transfer an interaction to another agent, select that agent from the list in the agent directory. Select the group to see all agents in that group.

Receiving and Sending Internal MessagesAgents receive notifications when they have an internal message and can send internal messages to other agents, supervisors, or other users. If you have a message waiting, a balloon alert appears above the Message link in the control bar.


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Searching Interactions by AuthorClick Search By Author to search the list of authors by name. You see a list of all postings from that author. Agents can examine the list of posts and choose the one most relevant to their needs at the time.

Creating an Outbound PostIf you are authorized, you can create a proactive outbound post to appear on your corporate fan page. You might use this feature to announce an upcoming webinar or a special promotion.


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You can write your own message or choose an assistance from the list of predefined assistances.

To select target fan page, use the drop-down Destination list of corporate fan pages available to your profile.

To choose the profile, use the Profile list.

ReaderboardThe Readerboard is displayed across the bottom. The Readerboard display continuously wraps to display statistics for each profile to which you are assigned. The display runs all the profiles and the agent groups. The display is refreshed about every 12 seconds.

Profile or Agent Group The name of a profile or agent group to which you are assigned and are receiving interactions in the media stream queue.

Chat Shows the number of chats you currently have• In Progress - actively working• Assigned - you have received them automatically or have

cherry picked them manually to lock them• Close - the number of Chat engagements you have closed

within the currently reporting period, the last 24 hours

Not Reviewed SPAM The interactions perceived by the NLP to be SPAM. These items are not entered into the Media Stream queue.

Not Reviewed Total number of items in the profile that have yet to be assigned and are not marked spam by the system. In other words, this metric indicates that Not Reviewed are all the items still in queue for that Profile that are not marked by the system as spam.

Dropped The number of interactions dropped.

Processing Text Interactions Chat Interactions

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Chat InteractionsFive9 provides web forms that administrators link to the corporate website where customers can initiate live chat sessions with agents. Customers can bookmark the chat location so they can easily return and initiate live chat sessions.

When the customer starts the chat on their end, the next available agent receives a notification that a request for a live chat is in the queue.

You have 30 seconds to accept or reject the live chat request. If you doe not accept or reject, the item goes into the general Media Stream queue. If you accept the interaction, it is moved to your Assigned Media Stream queue.


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The assigned Chat interaction is locked and you cannot unlock or move it back to the general queue. If you decide that you cannot handle that interaction, you can transfer it to another user.

Transferring an Interaction to Release it from Your Queue

To transfer to another agent or to the group, use the Transfer to agent or Transfer to Group options in the Other tab.

Engaging in the Chat SessionTo engage in the Chat session, use the lower half of the Interaction Details.


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Type your responses in the typing field. When you use predefined Assistances or Next Best Interaction items in your chat, the text from those items is automatically populated into the typing field.

Adding Value to the Chat Interaction and Author Profile

You can enhance the value of an interaction and the author’s profile by adding elements or editing the current state of the interaction. See these topics for guidance:

Resetting Interaction Tags to Train the NLPAssociating Attributes with an InteractionUsing Assistances and Displaying Author HistoryInteraction Enhancement and Transfer OptionsMerging or Editing an Author’s Profile

Closing a Chat InteractionWhen you are satisfied that the chat interaction is complete, assign a disposition and click Terminate to close the interaction. The Chat item disappears from your queue.

Processing Text Interactions Email Interactions

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Email InteractionsEmail interactions work much the same way as chat interactions.

Replying to EmailsAdding an Assistance for an Email RequestAdding Value to the Email Interaction and Author ProfileClosing an Email InteractionSending a New Email Message

Replying to EmailsWhen an email item pops into your queue, you have 30 seconds to accept or reject the item.

If you reject an email item or do not respond within the 15 seconds, you receive a warning that you are being set to the Not Ready state.

Go back and set your Ready status again and indicate that you are ready to receive email.


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When you again have Email items in your Assigned Media Stream queue, click on an Email item and the customer’s email pops up over the Interaction Details panel. You reply and engage with the customer right in that Email window. The entire Email thread is captured there so that you can scroll through the thread as needed.

You may reply only to the author, or you may include other recipients in the CC and BCC lines of the reply email.


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Adding an Assistance for an Email RequestYou can use predefined Assistance articles to provide quick answers to common questions. A common question might be, “How do I reset my password?” An assistance article can be created to provide the instructions.

When you select the assistance item from the list, the text from the assistance article populates your email response window.

See Using Assistances to Provide Standard Answers for more examples and general information.


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Adding Value to the Email Interaction and Author Profile

You can enhance the value of an interaction and the author’s profile by adding elements or editing the current state of the interaction. See these topics for guidance:

Resetting Interaction Tags to Train the NLPAssociating Attributes with an InteractionUsing Assistances and Displaying Author HistoryInteraction Enhancement and Transfer OptionsMerging or Editing an Author’s Profile

Closing an Email InteractionSelect an appropriate disposition from the Disposition drop-down menu. When you select the disposition, it closes the Email interaction as resolved.

Sending a New Email MessageAgents working with Five9 Email can compose and send new email messages. You can send an email to one recipient or to a list of recipients as needed.

Click New Email in the toolbar of the multichannel engagement screen to open a new email form.

Processing Text Interactions Social Interactions

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Just as when replying to an email, you can choose the profile with which the new email is associated, enter the list of recipients, and use assistances as needed.

Social InteractionsAgents with Social skills can select Social interactions manually, or the interactions can be assigned automatically as the agents task limit allows.

Selecting Social Interactions from the Media StreamAuto Lock ControlReplying to Social Posts

Selecting Social Interactions from the Media StreamAgents allowed to select Social interactions manually, or cherry pick, see all of the interactions in the Media Stream queue.

Processing Text Interactions Social Interactions

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You may have permission to use the Auto Lock Item option to control whether an agent with Social skills is able to cherry pick items from the queue.

Auto Lock ControlIn the Settings window the Auto Lock Item option controls whether an agent is allowed to cherry pick Social Interactions or receive them automatically when their task limit is not at maximum.

Supervisors have a view of the Auto Lock Item setting and may decide whether to allow an agent to control the Auto Lock Item setting from the Agent Application.

Auto Lock Item - OFF If disabled, the lock icon does not automatically lock the interaction. You must click the lock to close the lock.

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Replying to Social PostsYou can reply to social posts and your answer is posted to the corporate fan page. Replies you send to social posts are sent from the fan page administrator’s ID. Actual agent names and IDs are not used. Click on the Reply button to reply to a public social post.

You can also reply privately to an incoming private message. Your response is send only to the author of the post and is not posted on the fan page. When you select a private social post, the control bar changes. Use the Message button to reply to a private social post.

Using Text Channel DispositionsThe disposition panel lists the available dispositions. Choose the most accurate disposition that indicates the current or final status of the interaction. You may see three types of dispositions:

• Closed: Indicates a resolved interaction.• Open: Indicates an interaction in progress. For example, you replied to a

customer’s email. You are now waiting for the customer’s next email.• Transferred: Indicates that you transferred the interaction.

Auto Lock Item - ON Social interaction items are automatically submitted to your Assigned queue until your maximum allowed task limit is reached.

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Chapter 6

Managing Callbacks

You can schedule a date and time to return a call. You can create notifications so that you receive reminders for scheduled callbacks and view summary information. Callback Reminders appears on your screen at the scheduled time.

Returning CallsManaging Callback Reminders

Callback reminders can be scheduled during an active call. Callbacks can be used for both Inbound and Outbound Campaigns. After the callback is scheduled, a disposition, such as Callback Scheduled, can be set for the call. The application toolbar provides access to the following buttons:

• Add Callback - add a reminder during a call (the number is populated) or after the call.

• Remove Callback(s) - on the Callbacks screen.

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• Make Callback - call back the contact specified in the reminder.

Access callback reminders on the Callbacks screen. Administrators and supervisor can view the agents' callback reminders. Commands available from the right-click menu:

• Make Callback• Remove Callback• Select Contact Record - available for numbers existing in several Contact records.

When returning a call, you see this window:

You see the following columns:• Done - The box becomes checked after you have made a callback to the contact

or if you manually check the "Completed" box on the "Edit Callback" screen.• Number - Phone number to call.• First Name - The contact’s first name.• Last Name - The contact’s last name.• Company - The company with which the contact is associated.• Complete By - Date and time when the callback reminder appears.• Campaign - If applicable, the campaign associated with callback.• Comments - If applicable, any comments related to the callback.

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Returning Calls1 Select a message.

2 Click Return Call in the right pane.

The Make Call window opens. The phone number is already populated. If this is a skill voicemail, the campaign name is selected. You can select another campaign.

3 Click Make Call.

Managing Callback RemindersEnabling Callback RemindersScheduling Callback RemindersEditing Callback RemindersMaking a CallDismissing a Callback ReminderPostponing a Callback ReminderRemoving a Callback Reminder

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Callback reminders appear on the screen during the scheduled time:

• Notes - Comments are displayed.• Make Call - Enables you to make a call.• Dismiss - Enables you to decline the callback reminder.• Snooze - Enables you to postpone the reminder for a time ranging from 30

seconds to 30 minutes.

Enabling Callback RemindersThese features are enabled by default. You can turn these features on and off by clicking the menu items in the Options drop-down menu. If there is a check-mark next to the feature, it is enabled.

If you do not have the Enable Callback Reminders option checked, you will not receive reminders for your scheduled callbacks.


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Scheduling Callback RemindersIf you need to call someone back and would like a reminder on your computer screen, you can add a callback reminder. You can also create a callback reminder from the Contacts (CRM) screen.

1 During a call, click Add Callback in the toolbar.

The Add Callback dialog opens. If you are on a call, the phone number is populated. The populated number is associated with a selected campaign. Otherwise, you need to select the number manually or use speed dial.


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2 Use the arrow next to Date/Time to set the date of the callback.

3 Use the up and down arrows to set the time. Double-click the minutes and use the arrows to change the minutes.

4 Verify that the correct time zone is selected.

5 Add comments in the Comments tab.

6 When complete, click Save.

7 When you end the call, select a disposition, such as Callback scheduled.

Editing Callback RemindersYou can mark the callback Completed during editing.

1 In the Callbacks screen, double-click an item.A window opens.


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2 Apply your changes, and click Save.

Making a Call

From a Reminder WindowAt the scheduled callback time, the reminder window opens. Click Make Call.

From the Callbacks ScreenIn the Callbacks window, right-click on the callback and select Make Call.


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Dismissing a Callback ReminderAt the scheduled callback time, the reminder window opens. Click Dismiss.

Postponing a Callback ReminderAt the scheduled callback time, the reminder window opens. Select a duration, and click Snooze.


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Removing a Callback Reminder1 In the Callbacks window, select a callback.

For multiple choices, you can hold down the <SHIFT> or <CTRL> keys. You can also right-click a callback and select Remove Callback from the displayed menu.

2 Click Remove Callback(s) in the toolbar.

3 Click Yes or Yes To All.

The selected items disappear from the list.


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Selecting a Contact Record for the CallbackIf several Contact records have the same number, you can select one for the callback.

1 In the Callbacks screen, right-click a callback and select Select Contact Record.

You receive a message an appropriate message.

2 Click OK.If several records exist found, they are listed in the Select Contact Record window.

3 Select a record and click Select.

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Chapter 7

Using Internal Communication Tools

There are three types of built-in communication functions for communicating internally with other agents, administrators and supervisors.

• Instant Messages• Internal Chat• Internal Calls

Sending an Internal Instant MessageListing Received and Sent Internal Instant MessagesCreating an Internal Chat SessionUsing the Internal Chat Session WindowMaking Internal CallsReceiving Internal Calls

Sending Instant MessagesAn instant message is information immediately delivered to a recipient's desktop. The Five9 Agent application provides a built-in function for instant messaging. All users can send Instant messages to other internal users.

Agents can send instant messages to one or several users of any type. The recipient user must be online but does not need to have the Off Break status (necessary for internal calls). Administrators can send instant messages to individual users (Info message type), skill group users (Info message type), and all users (Broadcast message type). All instant messages sent and received during the current session are listed on the Messaging screen.

Note Separate Five9 Chat, Five9 Email, and Five9 Social functions are provided for communicating with contacts.

Using Internal Communication Tools Sending Instant Messages

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Sending an Internal Instant Message1 In the toolbar, click Send Instant Message, or select Actions > Messaging > Send

Instant Message.

The Send Message window opens.

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2 Select a user from the list.You can hold <CTRL> or <SHIFT> to select multiple items.

3 Type your message, and click Send Message.

The message appears in a window on the recipient's monitor:

Listing Received and Sent Internal Instant MessagesClick Messaging in the left navigation pane. You can see all messages received and sent during the current session in the Received tab.

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Using the Internal Chat FunctionYou can send text messages in real time to other agents, administrators or supervisors using this chat function. A chat session can be created by all users. One or several Users can be invited to a chat session. Chat session messages can be saved as a text file.

Creating an Internal Chat SessionTo create an internal chat session with agents, administrators, or supervisors, follow these steps.

1 In the toolbar, click Create Chat Session, or select Actions > Messaging > Create Chat Session.

The chat session window opens with your user name as the only member.

Using the Internal Chat Session Window1 Click the + button to invite users to the chat.

Only online users are listed.

2 In the displayed window, select one or several users to invite. For multiple choices, hold the <SHIFT> or <CTRL> keys.

Note The internal chat function and its launch icon in the toolbar are related to the Messaging icon in the Agent desktop. Internal chat and messaging cannot be used to communicate with contacts.

Using Internal Communication Tools Using the Internal Chat Function

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3 Click OK.All invited Users are displayed in the bottom left of the chat window.

The user is notified of your invitation. You are notified of the user’s acceptance or refusal of your invitation.After the invited user enters the chat, you can send messages.

4 Type your message in the box at the bottom of the screen and press <ENTER>.The chat text appears in the main section of the screen.

5 To export a chat transcript in TXT format to your computer, click Export Transcript.

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6 To end the internal chat, click X in the upper right corner, and click Yes.

Making Internal Calls to other UsersIn addition to using the internal chat and internal instant message features, users can call other users through the Five9 Agent application.

Users must have an Off Break status to make and receive calls, including internal calls. If a recipient does not have an Off Break status, the caller can leave a voicemail message.

Making Internal CallsYour status must be set to make calls.

1 Select Actions > Make Call, or press <CTRL> + <M> keys.The Make Call window opens.

2 To call a specific agent, select the Agents check box.


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3 Enter a name or select the recipient's name from the list.

4 Click Make Call.You are notified.

5 Click Close.Internal Call Controls

6 To end the call, click End Call.If the recipient ends the call, you are notified.

Receiving Internal CallsYour status must be set to receive calls.

Call Control Feature Call Control Function

Record Call Records a call; must be enabled by an administrator.

Place Call On Hold Places the call on hold and plays music until pressed again to retrieve the call.

Park Call Places the call in a parked state where it may be transferred to another User, transferred to a third party, or added to a Conference. To avoid receiving another call, select a Not Ready status (using the At End Of Call Switch To button) before clicking on Park Call.

Transfer Transfers the current call to a third party or another agent.

Add Conference Participant Adds another participant to the call.

End Call Hangs up the call.

At End of Call Switch To Displays agent statuses that can be selected after setting a disposition for your current call. When the call ends, the agent status is automatically switched.

Use Dial Pad Displays dial pad.

Volume Control Opens the speaker and microphone volume sliders synchronized with Windows volume control. Also includes a mute check box that blinks if enabled


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The incoming call is placed in the Personal Queue tab on the Current Call screen.

After timeout, the call is removed from the Calls In Queue tab and the voicemail can be received.

If you are using the Softphone station type, you may have the Hang Up Phone When Call Ended option enabled for manual call answer. You can hear everything including the phone ring/tones as if using a traditional phone. To answer the call, click Answer.

Calls are typically received automatically. When you receive a call, the Incoming Call window will open. The Call Type field is Internal.

For an internal call, the following options are available:• End Call - Hang up.• At End of Call Switch To - displays agent statuses that can be selected after setting

a disposition for the current call. When the call ends, the agent status is automatically switched.

• Use Dial Pad - dial pad opens.• Volume Control - opens the speaker and microphone volume sliders

synchronized with Windows volume control. Also includes a mute check box that blinks if it is enabled.

7 To end the call, click End Call.If the recipient ends the call, you are notified.

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Chapter 8

Managing Contacts

Contacts in your Virtual Call Center (VCC) are stored in a database, which is updated by an administrator importing a list or when an agent updates or creates a contact record. Administrators define which contact fields are available to you.

When a call is connected to you, the contact data from the database appears in a window if data is available. The Contacts (CRM) section enables you to see and update your recent contacts.

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The Contacts (CRM) screen is divided into several sections:

Section Options

Contact RecordInformation stored in the database pertaining to a contact.

• New contact record• Save contact record• Add callback• Call customer• Attach To Call: associate contact to current call.• Attach To Voicemail: associate contact to current

voicemail.

Call HistoryDetails of previous calls, including a sortable table of your call history with the call time, campaign, and disposition. You can filter the view by time range or by the current session. You can sort the list by clicking any column header.

Contact LookupEnables you to search for contact records by clicking the Lookup button. The functionality can be limited by setting the appropriate permissions.

• Lookup - If no contact information in call details, search database.

• Remove contact.• Clear List of customers from the Recent Customers

list without removing from the database.

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Adding ContactsFollow these steps to add a contact record. You cannot create contact records with phone numbers that are already in the system.

1 Click Contacts (CRM).

2 Click New Contact Record in the right pane.

Contact Record SessionsEnables you to view previous calls to the selected contact record. To view contact sessions, select a record in the Call History panel and click Show Calls. This view includes all calls to the contact, with the name of the agent involved, the disposition assigned to the call, and the phone number. This table can be sorted by clicking a column heading.

• New Contact Record Session• Save Contact Record Session• Show CallsOptionally, all dialer attempts may be displayed. The administrator may allow you to see system disposition calls on this page.

Section Options

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If no contact records exist in the Recent Customers list, new customer empty fields are displayed by default.

3 Complete the fields in the Contact record section.The fields are defined by the administrator. You can enter 20-digit international numbers in the phone fields.

4 Click Save Contact Record, and OK.

Looking Up ContactsIf you do not receive the contact’s information in the call details, you can search the contact database. To find a customer, click Contact Lookup and enter any available criteria. You can look up information using one or several of these fields. Click Contact Lookup when you have added all your information.

Note: The search results depend on Contact Record Lookup Condition defined by administrator in User Profile and in Campaign Profile.

1 In the Contacts (CRM) screen, select the Contact Lookup tab.

2 Click Lookup at the bottom.


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3 In the Lookup Customer Criteria window, check the box next to the contact field name and enter a string in the field.

You can look up information by using one or several fields. The search is case insensitive. You must enter complete strings. You can use the wild cards to define a subset of all possible characters:

- %: matches zero or more characters. For example, use r;%555% to find numbers that contain 555, such as 9255572000 or 9289235552 or 9234555233.

- _: substitutes a single character. For example, search for r; 555 ” (3 underscores + 555 + 4 underscores) to find numbers such as 1235551234.

4 Click Lookup.


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Retrieved Contact records are listed in the Contact Lookup section. The selected contact details are displayed in the Contact Record section.

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Managing Contact RecordsEditing Contact DetailsCalling a Selected ContactAttaching a Contact Record to a CallAttaching a Contact Record to a Voicemail Message

Editing Contact Details1 To display contact properties, double-click a contact in the Call History, Contact

Lookup, or Recent Contacts sections.The selected customer's details are displayed in the Contact Record section.

2 Apply the necessary changes in the Contact Record section.

3 Click Save Contact Record on the right, and OK.

Calling a Selected ContactMake sure you have the necessary contact details in the Contact Record section.

1 Click Call Customer, or click the phone icon.If the Customer has several phone numbers, they appear in a drop-down menu. The Make Call window opens. The phone number is automatically populated. You can not change it in this window. The campaign is already selected. You can select another campaign.


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2 Click Make Call.

Attaching a Contact Record to a CallThe current phone number is not added to the contact record. Contact records are not changed.

Current Call ScreenContacts ScreenVoicemail ScreenContacts Screen

Current Call Screen1 During a call, click Actions > Select Contact Record.

2 Select one of the options.

3 If you selected Lookup Contact, choose a contact and click Select.

The current call is now associated with the selected contact record. The contact details appear in the Call Details section on the Current Call screen.


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Contacts Screen1 During a call, click Contacts (CRM).

2 Select a contact record to attach the call.You can search for a specific contact record, or you can create a new record.

3 Ensure that the contact details appear in the Contact Record section on the Contacts (CRM) screen.

4 Click Attach to Call.

The current call is now associated with the selected contact record. The contact details are displayed in the Call Details section on the Current Call screen.


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Attaching a Contact Record to a Voicemail MessageThe current phone number is not added to the contact record. Contact records are not changed.

Voicemail ScreenContacts Screen

Voicemail ScreenOn the top panel, you may see that several Contacts have been found to correspond with the current voicemail.

1 While processing a message, click Actions > Select Contact Record.

2 In the displayed dialog, select a contact and click Select.

Contacts Screen1 While processing a message, click Contacts (CRM).

2 Select a contact record, ensuring that the contact details appear in the Contact Record section.You can search for a specific contact record, or you can create a new record.

3 Click Attach to Voicemail.

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Managing Contact SessionsCalls automatically create contact sessions. One contact record can have several contact sessions, usually the previous inbound and outbound calls to the customer. Contact sessions can be created manually to add notes, such as about receiving an email from the customer or communicating with the customer outside the Five9 VCC.

Listing Sessions for a Contact RecordCreating a Contact Session

Listing Sessions for a Contact Record1 To view a session, click Contacts (CRM).

The contact details appear in the Contact Record section. The Contact Sessions appear in the Contact Sessions section.

2 To open a session in a separate window, double-click an item.You can use the navigation pane located in this window to navigate to the next/previous item.

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Creating a Contact SessionThis feature enables you to add notes about the contact.

1 To view a session, click Contacts (CRM).

2 Click New Contact Record Session.

3 Enter your description (optional), and click Create Session.

A new line appears in the Contact Sessions section.

Printing Contact and Call Details1 On the Contacts (CRM) window, display contact sessions for the required contact.

2 Right-click a session item and select Print.

3 In the displayed window, select the available information that you want to print.– Call Info

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– Contact Data– Worksheet– Session Notes (if they were created)

4 Click Print.

5 In the standard Windows Print dialog, select the printer, define the necessary print settings, and click OK.This figure shows an example.

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