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Cloud Contact Center Software Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright © 2017 Five9, Inc. Five9 Adapter for Velocify Agent’s Guide November 2017 The Five9 Adapter for Velocify enables you to integrate the Five9 Cloud Contact Center with the Velocify desktop. This guide describes how to install and use the Five9 Adapter for Velocify.

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  • Cloud Contact Center Software

    Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.

    Five9 Adapter for VelocifyAgents Guide

    November 2017

    The Five9 Adapter for Velocify enables you to integrate the Five9 Cloud Contact Center with the Velocify desktop. This guide describes how to install and use the Five9 Adapter for Velocify.

  • ii Five9 Adapter for Velocify Agents Guide

    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

    Five9Five9 LogoFive9 SoCoCareFive9 Connect

  • iii Five9 Adapter for Velocify Agents Guide

    Contents

    Whats New................................................................................ vi

    Chapter 1Installing and Using the Five9 Adapter for Velocify................................1Installing the Five9 Adapter for Velocify ........................................................ 1Activating the Five9 Softphone Toolbar.......................................................... 4

    Firefox............................................................................................ 5Internet Explorer ............................................................................... 6Chrome ........................................................................................... 7

    Using the Adapter ................................................................................... 8Starting the Adapter Manually ................................................................ 8Stopping the CTI Web Services ............................................................... 9Defining Log Settings........................................................................... 9

    Optional Browser Configuration .................................................................. 10Firefox........................................................................................... 10Internet Explorer .............................................................................. 11

    Downloading the CTI Web Services with Internet Explorer 11..................... 11Greeting File Path Not Recognized .................................................... 13

    Managing Your VCC Account ...................................................................... 15Changing your Password and Security Answers ........................................... 15Recovering your Password.................................................................... 16

    Forgotten Password ...................................................................... 16Incorrect Password ....................................................................... 19

    Chapter 2Using the Softphone .................................................................... 21Logging into the Softphone ....................................................................... 21Selecting Skills ...................................................................................... 22

    Logging In with Skills .......................................................................... 22Updating Skills During a Session ............................................................. 23

    Customizing Your Station.......................................................................... 24General Tab .................................................................................... 25Audio Devices Tab ............................................................................. 26Alerts Tab.......................................................................................28Do Not Call List Tab ........................................................................... 28Greeting Tab ................................................................................... 29Tones Tab .......................................................................................30Auto-Answer Tab............................................................................... 30Velocify Tab .................................................................................... 31

    Changing Your Status............................................................................... 32

  • Contents

    iv Five9 Adapter for Velocify Agents Guide

    Working with Chat Sessions ....................................................................... 34Initiating Chat Sessions ....................................................................... 35Responding to Chat Invitations .............................................................. 37Requesting Help................................................................................ 38

    Monitoring Call Queues ............................................................................ 40

    Chapter 3Processing Calls.......................................................................... 41Dialing Calls ......................................................................................... 42

    Keypad .......................................................................................... 42Speed Dial.......................................................................................45Click to Dial..................................................................................... 46TCPA Manual Touch Mode .................................................................... 48

    Receiving Calls ...................................................................................... 48Using Campaign Features.......................................................................... 49

    Call Preview .................................................................................... 49Inbound Call Priority Over Record Preview ................................................ 50Scripts ........................................................................................... 51Worksheets ..................................................................................... 52Connectors...................................................................................... 53

    Making Conference Calls........................................................................... 54Transferring Calls................................................................................... 57Managing Calls on Hold and Parked Calls ....................................................... 60

    Calls on Hold ................................................................................... 61Parked Calls .................................................................................... 61

    Recording Calls...................................................................................... 63Playing Recorded Messages to Callers ........................................................... 63Adding Notes to the Call Log...................................................................... 64Ending Calls.......................................................................................... 65Adding Numbers to the DNC List .................................................................66

    Chapter 4Processing Voicemail and Callbacks ................................................. 68Processing Voicemail............................................................................... 68

    Skill Voicemail Messages...................................................................... 68Personal Voicemail Messages ................................................................ 70

    Managing Callbacks................................................................................. 72Scheduling Reminders......................................................................... 73Returning Scheduled Calls.................................................................... 75

    Scheduled Callbacks...................................................................... 75Manual Callbacks.......................................................................... 76

    Sorting Scheduled Calls ....................................................................... 77

    Chapter 5Managing Your Call Activity in Velocify............................................. 79Viewing the Activity History ...................................................................... 79Accessing the Call Log ............................................................................. 80

    Viewing Stored Lead Information ........................................................... 80Viewing Lead Information During a Call.................................................... 82

  • Contents

    v Five9 Adapter for Velocify Agents Guide

    Creating Leads ...................................................................................... 82

    Appendix ARemoving the Adapter ................................................................. 84

  • vi Five9 Adapter for Velocify Agents Guide

    Chapter 3

    Whats 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 an enhancement.

    July 2017 Added an important note for users who select a PSTN station.

    September 2015 Updated the TCPA Manual Touch Mode section. Added a section about optional browser configuration for Firefox.

    August 2015 Added a section about the requirement to manually dial all calls if your domain is enabled for TCPA Manual Touch Mode.

    Added this important note: If you use the Firefox browser, you must reinstall the adapter after August 5 but before August 11. Because of upcoming Firefox changes, your current adapter will not work after August 11, 2015.

    Added a note for Mac and Safari users about audio output for headsets.

  • 1 Five9 Adapter for Velocify Agents Guide

    Chapter 1

    Installing and Using the Five9 Adapter for Velocify

    The Five9 Adapter for Velocify enables you to integrate the Five9 Cloud Contact Center with the Velocify desktop. The Five9 Adapter for Velocify comprises two elements:

    CTI Web Services: This component controls the softphone and communicates with Five9. You install the CTI Web Services on your computer.

    Web toolbar: The softphone toolbar is a customizable call control tool embedded in your browser that processes phone calls. You listen to the calls with a headset connected to your computer.

    This chapter describes how to install and use the adapter:Installing the Five9 Adapter for VelocifyActivating the Five9 Softphone ToolbarUsing the AdapterOptional Browser ConfigurationManaging Your VCC Account

    You can use the adapter with Microsoft Internet Explorer, Mozilla Firefox, and Google Chrome. For information about the supported browsers and versions of the Java Runtime Environment, see the VCC Technical Requirements.

    Installing the Five9 Adapter for VelocifyFollow these steps whether you are installing the adapter for the first time or are upgrading from a previous version.upgrading from a previous Five9 release

    Important If you are currently using a previous version of the Five9 Adapter for Velocify, you need to stop the adapter, but you do not need to uninstall it. Download and install the new adapter when your administrator instructs you to do so.

    http://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-technical-requirements.pdf

  • Installing and Using the Five9 Adapter for Velocify Installing the Five9 Adapter for Velocify

    2 Five9 Adapter for Velocify Agents Guide

    To install the software, you must have administrative rights to your computer.

    1 Log into your Five9 account.

    2 Click CRM Integrations.

    3 Click Five9 Integration with Velocify.

    The instructions appear.

    Note If you cannot download the adapter with Internet Explorer 11, see Downloading the CTI Web Services with Internet Explorer 11.

  • Installing and Using the Five9 Adapter for Velocify Installing the Five9 Adapter for Velocify

    3 Five9 Adapter for Velocify Agents Guide

    4 Follow steps 1 and 2.

    5 When you are ready to install the adapter, in step 3, click Five9 Adapter for Velocify.

    6 Open or save the file, and click OK.

    7 If you see this window, click Continue.

    8 To install the Five9 CTI Web Services, click Run.

    9 If you see this window, click Continue.

  • Installing and Using the Five9 Adapter for Velocify Activating the Five9 Softphone Toolbar

    4 Five9 Adapter for Velocify Agents Guide

    10 To install the Five9 CTI Web Services, click Run.

    When the CTI Web Services have started, the Five9 logo appears in the system tray.

    Activating the Five9 Softphone ToolbarYou can use the adapter with Mozilla Firefox, Microsoft Internet Explorer, and Google Chrome.

    FirefoxInternet ExplorerChrome

  • Installing and Using the Five9 Adapter for Velocify Activating the Five9 Softphone Toolbar

    5 Five9 Adapter for Velocify Agents Guide

    FirefoxBefore starting the softphone for the first time, restart your browser. If you see this option, check Allow this installation, and click Continue. You are ready to log into the adapter.

    Otherwise, follow these steps.1 Open Tools > Add-ons.

    2 In the Extensions tab, to the right of Five9 Adapter for Velocify, click Enable if necessary.

    3 Close the Extensions tab.

    4 To start the softphone, click the Five9 Adapter icon in the toolbar.

  • Installing and Using the Five9 Adapter for Velocify Activating the Five9 Softphone Toolbar

    6 Five9 Adapter for Velocify Agents Guide

    Internet ExplorerBefore starting the softphone for the first time, restart your browser. If you see this option, click Enable. You are ready to log into the adapter.

    Otherwise, follow these steps.1 In Settings, select Manage add-ons.

    2 Select Toolbars and Extensions.

    3 On the right, select Five9 Adapter for Velocify.

  • Installing and Using the Five9 Adapter for Velocify Activating the Five9 Softphone Toolbar

    7 Five9 Adapter for Velocify Agents Guide

    4 To enable the toolbar, click Disable and Enable, and Close.The adapter appears on the left as a sidebar.

    ChromeIf you see this option when you start your browser, click Enable Extension. You are immediately ready to log into the adapter.

    Otherwise, follow these steps.

    1 Open Google Chrome Settings and click Tools > Extensions.

    2 Click Enable Five9 Adapter for Velocify, and close the Extensions tab.

    3 To start the softphone, click the Five9 Adapter icon in the toolbar.

  • Installing and Using the Five9 Adapter for Velocify Using the Adapter

    8 Five9 Adapter for Velocify Agents Guide

    Using the AdapterBy default, the CTI Web Services starts automatically when you start your computer. In this case, you see the Five9 logo in the system tray. You must have an Internet connection to start and use the CTI Web Services.

    Starting the Adapter ManuallyStopping the CTI Web ServicesDefining Log Settings

    Starting the Adapter ManuallyIf the CTI Web Services cannot start automatically, you see this error message.

    To start the CTI Web Services manually, click Start > All Programs > Five9 > Five9 CTI Web Services.

  • Installing and Using the Five9 Adapter for Velocify Using the Adapter

    9 Five9 Adapter for Velocify Agents Guide

    Stopping the CTI Web ServicesTo stop the CTI Web Services, right-click the Five9 icon in the system tray and choose Exit.

    Defining Log SettingsThe logs may be requested by Customer Support to troubleshoot issues with the Five9 CTI Web Services.

    1 Right-click the icon in the system tray, and select Logging.

    2 Select your options:

  • Installing and Using the Five9 Adapter for Velocify Optional Browser Configuration

    10 Five9 Adapter for Velocify Agents Guide

    Log level: types of messages to log. To provide sufficient information to Customer Success, Five9 recommends that you select High call trace, errors and info messages.

    Logs directory: location for the generated log files.

    3 Click OK.

    Optional Browser ConfigurationThis section describes optional configuration for Firefox and Internet Explorer.

    FirefoxIf you are using Firefox 39+, the Five9 icon does not appear automatically in the browsers toolbar. To add the icon to the toolbar, follow these steps.

    1 Click Tools or the menu button in the top right corner, and select Customize.Depending on the version of your browser, the Options menu opens either in a Windows menu or in a browser tab. However the features are the same.

    2 Drag the Five9 icon to the toolbar area, and click Exit Customize.

  • Installing and Using the Five9 Adapter for Velocify Optional Browser Configuration

    11 Five9 Adapter for Velocify Agents Guide

    Internet ExplorerIn some cases, you may need to modify the default security settings of the browser.

    Downloading the CTI Web Services with Internet Explorer 11Greeting File Path Not Recognized

    Downloading the CTI Web Services with Internet Explorer 11If you cannot download and install the CTI Web Services with the default settings of Internet Explorer 11, follow these steps.

    1 Select Tools > Internet Options.

  • Installing and Using the Five9 Adapter for Velocify Optional Browser Configuration

    12 Five9 Adapter for Velocify Agents Guide

    2 In the Internet Options, select the Security tab.

    3 Click Trusted Sites > Sites.

    4 Enter *.five9.com in the field, and click Add.

  • Installing and Using the Five9 Adapter for Velocify Optional Browser Configuration

    13 Five9 Adapter for Velocify Agents Guide

    5 Click Close, Apply, and OK.

    6 Restart your computer so that the changes take effect.

    Greeting File Path Not RecognizedFollow these steps only if you see an error message (file path not recognized) when attempting to upload files in the Greeting Tab.

    1 Select Tools > Internet Options.

    2 In the Internet Options, select the Security tab.

    3 Select the Internet zone.

    4 Click Custom Level.

  • Installing and Using the Five9 Adapter for Velocify Optional Browser Configuration

    14 Five9 Adapter for Velocify Agents Guide

    5 In the Security Settings - Internet Zone window, scroll to Include local directory path when uploading files to a server, which is disabled by default.

    6 Click Enable.7 Click OK, Apply, and OK.8 Restart your computer so that the changes take effect.

  • Installing and Using the Five9 Adapter for Velocify Managing Your VCC Account

    15 Five9 Adapter for Velocify Agents Guide

    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.

  • Installing and Using the Five9 Adapter for Velocify Managing Your VCC Account

    16 Five9 Adapter for Velocify Agents Guide

    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.

  • Installing and Using the Five9 Adapter for Velocify Managing Your VCC Account

    17 Five9 Adapter for Velocify Agents Guide

    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:

  • Installing and Using the Five9 Adapter for Velocify Managing Your VCC Account

    18 Five9 Adapter for Velocify Agents Guide

    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.

  • Installing and Using the Five9 Adapter for Velocify Managing Your VCC Account

    19 Five9 Adapter for Velocify Agents Guide

    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:

  • Installing and Using the Five9 Adapter for Velocify Managing Your VCC Account

    20 Five9 Adapter for Velocify Agents Guide

    Customer Portal

    Applications

  • 21 Five9 Adapter for Velocify Agents Guide

    Chapter 2

    Using the Softphone

    The softphone is integrated in your browser. The features that you see depend on those configured by your administrator and on your permissions.

    Logging into the SoftphoneSelecting SkillsCustomizing Your StationChanging Your StatusWorking with Chat SessionsMonitoring Call Queues

    Logging Out

    Logging into the SoftphoneUse the information provided by your administrator.

    Important To ensure that you receive all software updates as they become available and to avoid interrupting your work during a shift, be sure to log out of your system each night. Otherwise, you may see this message: A new version of the application is available. Please restart Five9 CTI Web Services and this browser.

    Because the update may contain important functionality that your administrator requires, you must now restart the adapter and your browser so that the update can be installed.

  • Using the Softphone Selecting Skills

    22 Five9 Adapter for Velocify Agents Guide

    PSTN station

    1 Enter your user name (agent ID), password, station number, and connection type.

    2 Optionally, check Remember me, and click Login.If you check Remember me, in the future, the fields are completed when you log in.You hear three tones that indicate a successful connection. If not, contact your administrator. Your logged-in time starts now.

    Selecting SkillsSkill groups correspond to the campaign calls and voicemail queues that are assigned to you. If you do not select skill groups, you can receive only direct calls, such as extension transfers and calls sent to all agents, and you can make only manual calls.

    Logging In with SkillsWhen you have logged in successfully, the skills currently assigned to you appear. If necessary, select the skill groups, and click OK. Your status is Not Ready. For more information about changing your status, see Changing Your Status.

    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.

  • Using the Softphone Selecting Skills

    23 Five9 Adapter for Velocify Agents Guide

    Updating Skills During a SessionWhen your administrator changes your skills during a session, a message appears at the top of your softphone:

    1 In your softphone, open the Options window.

  • Using the Softphone Customizing Your Station

    24 Five9 Adapter for Velocify Agents Guide

    2 On the General tab, click Update skill selection, and close the Options window.For more information about softphone options, see Customizing Your Station. The list of skills that you can select appears in the softphone.

    3 Click OK, and close the message at the top.

    4 Set your status to Ready, and proceed with your work.

    Customizing Your StationThis figure shows the basic features that your softphone can contain. However, because the display is configured by your administrator, you may see different features.

    Your user name.

    Click to restart your station.Your status.

    Duration of logged-in time under this status.

    Available softphone features.

    Request assistance from your supervisor.

    Configure the options of your station.

    Exchange internal messages with other users in your domain.

    Add numbers to the DNC list.

  • Using the Softphone Customizing Your Station

    25 Five9 Adapter for Velocify Agents Guide

    You softphone is ready to use, but you can customize it at any time. To do so, click Options. The menu contains these tabs:

    After changing the information on a tab, click Apply; to accept the changes and close the window, click OK.

    General TabSet these options as needed.

    Launch 'Five9 CTI Web Services' on startup: by default, the CTI Web Services are started automatically when you log into your computer.

    Notify user on 'Five9 CTI Web Services' successful startup: disabled by default. If you check this box, you are notified after the CTI Web Services have successfully started.

    Visual notification for new calls

    Show notification on incoming call: disabled by default. If you check this box, you see a pop-up window when you receive an incoming outbound, autodial, inbound, preview, and extension call. This feature is useful if you do not using headphones.

    General TabAudio Devices TabAlerts TabDo Not Call List Tab

    Greeting TabTones TabAuto-Answer TabVelocify Tab

  • Using the Softphone Customizing Your Station

    26 Five9 Adapter for Velocify Agents Guide

    Login automatically: disabled by default. If you check this box, you are automatically logged into the softphone. In this case, you only need to select skill groups if this option is enabled.

    Show select skills: enabled by default. If you uncheck this box, you no longer choose skill groups when logging into the softphone. These skills represent the call queues.

    Show Call Attached Variables: specific call information. Until you assign a disposition to a call, you can retrieve the variables from a call transferred to you, a conference call, or the IVR to which the call is routed. For more information, contact your administrator.

    Caller ID: number to display to your party.

    Update skills during session without logging out

    Update skill selection: option that enables you to add or remove skills according to the choices made by your administrator without having to change your status and log out of your station during a session. For more information, see Updating Skills During a Session.

    Audio Devices TabSet the voice controls:

    headsets

    Note Mac operating system with the Safari browser: To use the same headset for calls and voicemail, ensure that your headset uses the same audio output device as your workstation.

  • Using the Softphone Customizing Your Station

    27 Five9 Adapter for Velocify Agents Guide

    Restart Station: enables you to hang up and reconnect your station.

    Voice Connectivity Test: not in use.

    Ring Audio Device: device that plays incoming call tones. For example, if you have attached speakers, you can choose the headset or the sound card.

    Speaker Audio Device: primary source of sound.

    Microphone Audio Device: microphone used.

    Microphone Volume: volume of the microphone.

    Speaker Volume: volume of the speaker.

    Enable Automatic Gain Control: amplification of the microphone so that the output signal remains constant even if the strength of the input signal varies.

    Hang-up Phone When Call Ended: disconnects 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.

    Automatic Hang-Up

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

  • Using the Softphone Customizing Your Station

    28 Five9 Adapter for Velocify Agents Guide

    Alerts TabSet the sounds to play when you receive a call:

    Play sound on incoming call: enables a sound for incoming calls. Play sound on callback: enables a sound for callback reminders. Play sound on voicemail: enables a sound for voicemail messages.

    1 To select a sound, click Browse and locate the WAV file.2 To verify your choice, click Play; to discard the sound file, click Reset.

    Do Not Call List TabIn addition to this menu, you can also add numbers to the list in the main window of your softphone. Click Add Number after each addition.

  • Using the Softphone Customizing Your Station

    29 Five9 Adapter for Velocify Agents Guide

    Greeting TabThe greeting is a WAV file that is played to callers as a greeting for your Five9 personal voice mailbox.

    1 To upload a file, click Browse and locate the file.

    2 Click Upload.With Internet Explorer, if you see this error message when attempting to upload a file, see Greeting File Path Not Recognized.

    To play a generic message such as Extension X is not available. Please leave a message after the tone., click Reset at any time.

  • Using the Softphone Customizing Your Station

    30 Five9 Adapter for Velocify Agents Guide

    Tones TabIf your softphone automatically answers incoming calls, you can enable a sound to be played when calls are delivered to your station. This feature applies to the softphone, gateway, and PSTN modes.

    Play Alert On Incoming Chat Message Play Tone On Incoming Autodial Call Play Tone On Incoming Preview Call Play Tone On Incoming Inbound Call Play Tone On Incoming Outbound Call Play Tone On Incoming Extension Call: call delivered to your personal queue;

    useful for calls transferred directly from other agents or from an IVR.

    Auto-Answer TabThese options enable you to decide when your softphone should automatically answer incoming calls. If your administrator enabled this permission, you can choose whether to automatically answer incoming calls or to press an Answer button. If you do not check these options, you must press Answer within a set number of seconds.Auto-Answer

    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.

  • Using the Softphone Customizing Your Station

    31 Five9 Adapter for Velocify Agents Guide

    If Hang-up Phone When Call Ended is enabled in the Audio Devices, you cannot receive calls automatically.

    Auto-Answer Inbound/Autodial Calls: inbound and autodial calls. For inbound calls, if you do not check the option, you still hear a sound when a call arrives at your station.

    Auto-Answer Outbound Calls: outbound calls generated by the Five9 dialer when the connection is established with the contact. At that time, the call is similar to an inbound call.

    Auto-Answer Internal Calls: calls to your personal queue, such as calls transferred by another agent.

    Velocify TabYou must define these options before you log into the softphone the first time. These options enable the Five9 Toolbar to access the Velocify Web server to search for call information and to save call logs.

  • Using the Softphone Changing Your Status

    32 Five9 Adapter for Velocify Agents Guide

    Velocify username Velocify password HTTPS Proxy Server if applicable HTTPS Proxy Port if applicable

    To accept the changes, click Apply; to accept the changes and close the window, click OK.

    Changing Your StatusYour status determines your ability to process calls and to receive voicemail messages.

    When you log in, your status is Not Ready. Before using your station, be sure to select the appropriate option so that your work time is reported correctly. 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.

    READY options: Ready Call&VM: Available to place and receive all types of calls (inbound,

    outbound, and internal) calls and voicemail messages. When you select this option or Ready VM, the Incoming voicemail option appears, as shown below, if you have waiting messages.

    Ready Call: available to receive all types of calls (inbound, outbound, and internal) but not voicemail messages.

  • Using the Softphone Changing Your Status

    33 Five9 Adapter for Velocify Agents Guide

    Ready VM: available to receive voicemail messages.

    NOT READY options: Cannot receive calls but can make a manual call. If your administrator configured reasons codes, you need to select a reason to explain your change of status, such as completing a task, taking a break, or attending a meeting.During a call, if you want to set your status to not ready at the end of the call, select a Not Ready reason code. After you finish the call, you are automatically set to that state.

    Logout: not available for calls and voicemail. You no longer have access to the softphone. When you select this code, a list of reasons enabled by your administrator appears. Select one to justify your status.

  • Using the Softphone Working with Chat Sessions

    34 Five9 Adapter for Velocify Agents Guide

    Working with Chat SessionsYou may start or participate in chat sessions with supervisors and other internal users to exchange messages in real time. You cannot use a chat session to communicate outside your organization. When you participate in multiple chat sessions, you can open each one from the Chat tab of your softphone.

    Initiating Chat SessionsResponding to Chat InvitationsRequesting Help

    When you participate in multiple chat sessions, you can open each one from the Chat tab of your softphone.

  • Using the Softphone Working with Chat Sessions

    35 Five9 Adapter for Velocify Agents Guide

    Initiating Chat SessionsYou can initiate a chat session and invite one or more users.

    1 Click Chat > Create Chat Session.The chat session window opens with your user name as the only member.

    2 To invite another user to chat, click Add user.

    3 In the window, select one or more users.Only users, with their role, currently online appear in the list. For multiple choices, hold the or keys.

    4 Click OK.The names of the participants appear in the Invited users pane. If the names are too long to be entirely visible, click Maximize to enlarge the panes on the left and reduce the width of the main window.

  • Using the Softphone Working with Chat Sessions

    36 Five9 Adapter for Velocify Agents Guide

    After the user accepts your invitation, the users name appears in the list of your chat window.

    5 As needed, enter messages in the field, and click Send.The chat text appears in the main window. The main window shows each message with the user name and role of the sender.

    users role

    6 To add or remove users from the chat, click Add User or Remove User.

    7 To end the chat, click End Chat.

  • Using the Softphone Working with Chat Sessions

    37 Five9 Adapter for Velocify Agents Guide

    8 Click Yes.

    Responding to Chat InvitationsWhen another user or supervisor invites you to a chat session, you see this message:

    If you do not respond or decline the invitation, the chat leader sees one of these messages:

    During the chat session, use these options: To participate, enter your messages in the field at the bottom. To leave the session, click Exit Chat. To save a copy of the conversation, click Export Transcript and save the file. To remove users from the chat, click Remove.

  • Using the Softphone Working with Chat Sessions

    38 Five9 Adapter for Velocify Agents Guide

    To end the chat, click Exit.

    When the user who initiated the chat session ends it, you see this message. Click OK.

    Requesting HelpThis option enables you to rapidly contact your supervisor to request help. The supervisor replies with a chat invitation.

    1 Click Help.You hear an alarm and see a message in your softphone.

  • Using the Softphone Working with Chat Sessions

    39 Five9 Adapter for Velocify Agents Guide

    Your supervisor receives a chat request:

    After your supervisor accepts the request, a chat invitation appears in your softphone.

    2 Click Join Chat.

  • Using the Softphone Monitoring Call Queues

    40 Five9 Adapter for Velocify Agents Guide

    Monitoring Call QueuesWhen you log into your softphone, you select one or more skills that correspond to the call queues that you want to monitor. To see the content of the queues, open Queue Stats per Skill:

    Skill: skills assigned to you. Each skill is a queue. Calls: number of calls in the queue. Time: longest time in the queue.

    When you log into your softphone, you select from a list of skills those that correspond to the call queues that you want to monitor.

  • 41 Five9 Adapter for Velocify Agents Guide

    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.

    opened browser tabs and windows

    Dialing CallsReceiving CallsUsing Campaign FeaturesMaking Conference CallsTransferring CallsManaging Calls on Hold and Parked CallsRecording CallsPlaying Recorded Messages to CallersAdding Notes to the Call LogEnding CallsAdding Numbers to the DNC List

    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 state appropriately.

    Important Each Internet browser limits the number of simultaneous connections that you can make to the Five9 system. To avoid performance issues with the Five9 adapter, open no more than five browser tabs and windows. This limitation applies whether the content of the windows (case, opportunity, or other) differs, or the windows are opened in different browsers (Firefox, Internet Explorer, or Chrome).

    better

  • Processing Calls Dialing Calls

    42 Five9 Adapter for Velocify Agents Guide

    Dialing CallsBefore making or receiving calls, be sure to set your status appropriately. You can enter a number in the softphone or select a number in a directory:

    KeypadSpeed DialClick to DialTCPA Manual Touch Mode

    KeypadThis section describes how to use the keypad.

    international calls

    If your domain is not enabled for international phone numbers, you must enter 10 digits to conform to the North American Numbering Plan.

    If your domain is enabled for international phone numbers, follow the requirements set by your administrator about entering international and in-country phone numbers. For example, you may be required to use the E.164 format for all external calls. In a phone number field, you may enter up to 15 digits, starting with the plus sign (+) and the country code.

    1 To open the dialing menu, click New Call.

    2 Click Keypad, and enter the phone number.

    http://www.nanpa.com/

  • Processing Calls Dialing Calls

    43 Five9 Adapter for Velocify Agents Guide

    3 If appropriate, select a campaign.The choices depend on the skill groups to which you are assigned. If you select a campaign with associated scripts, worksheets, or connectors, additional options appear on the softphone when your contact answers the phone. For more information about these features, see Using Campaign Features. Associating the call to a campaign enables you to assign a campaign-specific disposition and to include the number in all campaign reports.

    4 Click Call.dial pad open

    After you place the call, the call information is displayed at the top of the softphone. During the call, if you use call features that require the dial pad, such as transfer, the dial pad opens automatically if you kept it open after entering the number.If you are logged into Velocify, the number is searched in the Velocify database. If the number is assigned to a lead, you see a pop-up window:

    5 Click View Lead.You see either the record of an existing lead or a new lead form.

    Campaign menu.

    Number entry field.

  • Processing Calls Dialing Calls

    44 Five9 Adapter for Velocify Agents Guide

    6 Process the call as needed.During the call, if you use call features that require the key pad, such as transfer, the key pad opens automatically if you kept it open after entering the number. Depending on the campaign, some or all call options are available:

    Call duration.Called number (DNIS).

    Call-ending options (in red).

    Whether the call is a callback.

    Click to open call log window.

    Active call options (in black).

    Campaign associated with the call.

    Campaign options (audio files & connectors).

  • Processing Calls Dialing Calls

    45 Five9 Adapter for Velocify Agents Guide

    Speed DialFive9 saves the internal and external phone numbers of your organization and the names of Five9 agents and skill groups. Use speed dial to save time in finding the records. When searching for a skill or user name, enter any set of number or letters that are part of the name. Names are not case sensitive.

    1 Click New Call.

    2 Click Speed dial.speed dial

    3 In the links at the top, select an option:

    Option Description

    Search filter To find a specific skill or user name, enter any set of numbers or letters that are part (either at the beginning or the middle) of the name. The list is narrowed until only the contact that you need appears in the list.

    All All agents whether or not they are logged in or available. Agents who are logged out are shown with a gray dot as shown in the figures above and below.

    Skill Agents who have a specific skill.

    Letter or number Names of agents that start with a specific character.

    Logged in Agents who are logged in, whether or not they are available, are shown with a red dot (not ready) or a green one (ready for calls or calls and voicemail).

    Ready Call Agents who are ready to accept calls are shown with a green dot.

  • Processing Calls Dialing Calls

    46 Five9 Adapter for Velocify Agents Guide

    4 In the left column, click a record; in the right column, click Select.

    The name or number is automatically entered in the key pad in this format, starting with the word agent or skill:

    agent:

    skill:

    Example agent:Five9 Documentation

    5 Optionally, select a campaign.If you select a campaign with associated scripts, worksheets, or connectors, additional options appear on the softphone when the contact answers the phone. For more information, see Using Campaign Features.

    6 Click Call.

    Click to DialThis dialing method enables you to call a lead by clicking a phone number in Velocify. You can see the activity in the log of the lead.

    1 In Velocify, click the Leads tab.

  • Processing Calls Dialing Calls

    47 Five9 Adapter for Velocify Agents Guide

    2 In the Options column at the far right of a lead, click E.

    3 In the Edit Lead page, scroll to the bottom.

    4 Click Click to Dial.

  • Processing Calls Receiving Calls

    48 Five9 Adapter for Velocify Agents Guide

    TCPA Manual Touch ModeIf you are part of a domain enabled for TCPA Manual Touch Mode, you are required to input all internal and external phone numbers manually into the adapter. You cannot cut and paste or drag and drop a phone number into the field. You cannot call a contact until you have correctly entered all numbers.

    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, the automatic answer feature in your softphone settings is disabled. For more information, contact your supervisor. You see an error message if the number is entered incorrectly. These figures show what you see when you need to type the number.

    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 the details of the contact record and the campaign name if applicable. You may have the option to decline the call. If you exceed the previewing time limit, the contact is dialed automatically. If the number is in the Velocify database and is assigned to a lead, you see a pop-up window:

    1 Click View Lead.You see either the record of an existing lead or a new lead form.

  • Processing Calls Using Campaign Features

    49 Five9 Adapter for Velocify Agents Guide

    2 Process the call as needed.During the call, if you use call features that require the key pad, such as transfer, the key pad opens automatically if you kept it open after entering the number. When Preview Dialing is enabled for an outbound campaign, you see the details of the contact record and the campaign name if applicable. You may have the option to decline the call. If you exceed the previewing time limit, the contact is dialed automatically. Proceed with the calls as described in the features of this chapter. Depending on the campaign, some or all call options are available:

    Using Campaign FeaturesSome campaigns are set to show a preview of incoming calls or contain scripts, worksheets, and/or connectors. If you have permission to use these features, buttons may appear in your softphone before the call or after your party answers the phone.

    Call PreviewInbound Call Priority Over Record PreviewScriptsWorksheetsConnectors

    Call PreviewThis feature may be enabled in outbound campaigns. An incoming call notification opens before the call is connected. All phone numbers associated with the contact are

    Call duration.Called number (DNIS).

    Call ending options (in red).

    Whether the call is a callback.Click to open call log window.

    Active call options (in black).

    Campaign associated with the call.

    Important Because scripts, worksheets, and connectors appear in a new browser window or tab, ensure that pop-up windows are enabled in your browser. Otherwise the pop-up window may cause the softphone to close.

  • Processing Calls Using Campaign Features

    50 Five9 Adapter for Velocify Agents Guide

    displayed. You need to review the details to decide whether to call the person. If you have permission, you may choose to decline to call the contact. The figure below contains information about an outbound call.

    Before the number is dialed, you may see a limited preview time, such as 30 seconds. If the preview time expires before you call the person, one of these events occurs, depending on the campaign configuration:

    The number may be dialed automatically. You may be placed in Not Ready status. You can see another call preview after

    you change your status to Ready.

    Inbound Call Priority Over Record PreviewWhile previewing outbound contacts and depending on the skills, campaigns, and permissions assigned to you, you may be interrupted by these types of calls or voicemail if no other agents are available:

    Outbound, inbound, and autodial calls Calls transferred to skills or campaigns Conference calls to skills or agents Internal calls to skills or agents Skill voicemail messages or callbacks

    Contact

    Phone numbers

    Option to skip if permitted

  • Processing Calls Using Campaign Features

    51 Five9 Adapter for Velocify Agents Guide

    If available, the record associated with the interrupting phone call or skill voicemail is displayed. You have these options:

    Process the call or voicemail completely. Afterward, you are returned to the contact record that you were previewing, with the preview timer reset to 0. You may now finish previewing the record and decide whether to call the contact.

    Process the call or voicemail. However, before assigning a disposition, select any Not Ready reason code to avoid being interrupted by other calls until you have finished processing the record that you were previewing.

    While you are handling the call, the record preview remains in your queue. You must finish processing the record preview. You cannot be interrupted after you have decided to call the previewed contact.

    ScriptsA script is a set text that you are required to say during a call to ensure consistent customer service. The option appears in your softphone only for campaigns in which one or more scripts are defined.

    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.

    1 To open the script, click Script.In this example, the script opens a Web page. The text contains variables that you replace with the actual information, such as your name and the customers name. In addition, this script contains selection menus and text fields where you enter the information given by the customer.

  • Processing Calls Using Campaign Features

    52 Five9 Adapter for Velocify Agents Guide

    2 After you have read the script and performed any action required by the script, click Done.

    WorksheetsA worksheet is a form that you complete during a call. The option appears in your softphone only for campaigns in which one or more worksheets are defined. 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.

    1 To open a worksheet, click Worksheet.

  • Processing Calls Using Campaign Features

    53 Five9 Adapter for Velocify Agents Guide

    2 Enter the customers answers in the appropriate fields.

    3 When done, click Finish.

    ConnectorsConnectors are links to external applications that you can use to find information or complete a form. Your administrator may have enabled automatic or manual connectors in some of the campaigns:

    Automatic connectors open when the event selected by the administrator for the campaign occur, for example: when a record is selected or when a call is connected, disconnected, in preview mode, or has been assigned a disposition value.

    Manual connectors appear as options under a button named Connectors:a During the call, click Connectors, and select an option.

  • Processing Calls Making Conference Calls

    54 Five9 Adapter for Velocify Agents Guide

    In this example, a new browser window opens so that you may complete a Web form with the customers information.

    b After you have performed your task, close the connectors browser window.

    Making Conference CallsDuring calls, you can create a conference with three or more internal or external parties. Until you select a disposition, you can add information to the call log.

    1 To start a conference, click Conference.Your party is automatically placed on hold, and the dialing options open.

  • Processing Calls Making Conference Calls

    55 Five9 Adapter for Velocify Agents Guide

    2 Enter the phone number of the third party with the key pad, directly into the field, or by using speed dial, and click Initiate conference.

    3 After the connection with the third party is established, speak briefly with the third party before connecting the party who is on hold.If you cancel the conference now, the initial party remains on hold until you click Retrieve.

  • Processing Calls Making Conference Calls

    56 Five9 Adapter for Velocify Agents Guide

    4 To retrieve the party who is on hold and start the three-way call, click Complete.During the conference, you can choose any of these options:

    If you leave the conference before it ends, you need to assign a disposition for your segment of the call. The other participants remain in the conference.

    First partys phone number

    Option that creates the conference.

    Second partys phone number

    Disconnect a participant.

    Add another participant.

    Leave the conference. Mute the call.Place all parties on hold. Record the call.Terminate the call.

  • Processing Calls Transferring Calls

    57 Five9 Adapter for Velocify Agents Guide

    5 To end the conference call with all participants, click Hang up.

    6 Click Finish and select a disposition.

    Transferring CallsYou can transfer a call to another agent, skill group member, internal or external party, or campaign. For example, transferring a call to an inbound campaign can be useful to perform an after-call survey. When a call is transferred to you, process the transfer as you would any other call, including assigning a disposition after you complete your part of the call. You can transfer a call in one or two steps:

    Two-step (warm or attended) transfer: select Initiate transfer to speak briefly with the recipient before disconnecting yourself from the initial party and transferring the call.

  • Processing Calls Transferring Calls

    58 Five9 Adapter for Velocify Agents Guide

    One-step (cold or blind) transfer: select Mute transfer to disconnect yourself immediately from the initial party and transfer the call at the same time.

    1 Click Transfer.Your party is placed on hold.

    2 Enter the phone number with the dial pad, directly into the field, or by using speed dial.

    3 Select a transfer option:

    Note You are prompted to set the disposition of the call only if you are transferring the call to an external number. If you are transferring the call to another agent or skill group, the receiving agent or skill group sets the disposition at the end of the call.

    Whether to allow voicemail recording.Allowed ringing time.

    Mute transfer options:

  • Processing Calls Transferring Calls

    59 Five9 Adapter for Velocify Agents Guide

    Two-step transfer:a Select Initiate transfer and a disposition to speak briefly with the third

    party before transferring the party who is on hold.b To transfer the party who is on hold, click Complete.

    One-step or mute transfer:a Optionally, to route the call to the agent's personal voice mailbox if the

    agent is not available, enable the voicemail option. If you do not, the call is removed from the agents queue, and you are notified that you may either retrieve or transfer the call to another agent.

    b Optionally, to limit the time that you want to allow for the other agent to answer the transferred call, modify the default time-out.- If the other agent is logged in but not available, the call is processed

    after the time-out.- If the other agent is not logged in, the call is processed immediately.

    c Select Mute transfer and a disposition to disconnect yourself from the initial party and transfer the call at the same time.

  • Processing Calls Managing Calls on Hold and Parked Calls

    60 Five9 Adapter for Velocify Agents Guide

    You are now available to process another call.

    Managing Calls on Hold and Parked CallsYou can place a call on hold for a short time to complete a task associated with the call. In this case, your only options are to transfer or retrieve the call. You can park a call by keeping a party on hold for a longer time while you make or receive another call. You can park only one call at a time. While on hold, your party hears music. If you do not have permission to park calls, the button does not appear.

  • Processing Calls Managing Calls on Hold and Parked Calls

    61 Five9 Adapter for Velocify Agents Guide

    Calls on HoldWhen you place a caller on hold, you can perform certain activities, but you cannot start another call.

    1 During a call, click Hold.The timer in the call indicator at the top shows how long the caller has been waiting.

    2 When done, select an option: Transfer: to transfer a call, follow the process described in Transferring Calls. Retrieve: after you retrieve the call from hold, complete the call as required.

    Parked CallsPark a call when you want to keep the party on the line while you receive or make another call, for example to a supervisor or another agent.

    1 During a call, click Park.The New Call button appears. Below it, you can see the information about the call on hold.

    Transfer the call.Retrieve the call from hold.

    On-hold timer.

    Comments.

  • Processing Calls Managing Calls on Hold and Parked Calls

    62 Five9 Adapter for Velocify Agents Guide

    2 Click New Call, and proceed with the new (second) call as needed.All the call management features are available. While you make the second call, you can see a timer in the call indicator of the first call, which shows how long the call has been parked.

    3 When done with the second call, click Hang up.

    4 To select a disposition, click Finish.

    5 Retrieve or transfer the parked (first) call, and complete the call as needed.

    Parked call.

    Parked call notification.

    New call tab.

  • Processing Calls Recording Calls

    63 Five9 Adapter for Velocify Agents Guide

    Recording CallsDuring a call, you can record some or all the conversation. To start or end a recording, click Record. The red highlight at the top of the call section indicates that the call is being recorded. At all other times during a call, the highlight is green.

    Playing Recorded Messages to CallersDuring inbound or outbound calls, when connected to an answering machine, and while recording calls, you may have permission to play a message assigned to your skill group, such as the terms of a contract, instead of reciting a script. IVR scripts in inbound or autodial campaigns may also contain recordings. These recordings are labeled as follows: IVR Recording: IVR_Module_Name.

    1 Click Audio Files.

  • Processing Calls Adding Notes to the Call Log

    64 Five9 Adapter for Velocify Agents Guide

    2 Select a file.

    3 Click Play.

    Adding Notes to the Call LogAt any time during a call before you select a disposition, you can add notes to the call log. This information is saved in Velocify as an action.

    1 Click Call Log.

    2 Enter your call information in the Subject and Comments fields.

    StopPlay Pause

  • Processing Calls Ending Calls

    65 Five9 Adapter for Velocify Agents Guide

    3 To close the section, click Call Log again.After the call, the call log is automatically saved.

    Ending CallsWhen ending a call, you set the result of the call by selecting a disposition. In some cases, dispositions are not final. For example, if you want to dial a number again later because the phone line is busy, choose a disposition that enables you to do so, such as Agent to Redial. In this case, you set a timer to redial the number after the specified amount of time. You may see some of these dispositions:

    Busy: busy signal. No Answer: ringing but no answer. Fax: number called number is a fax machine. System: selected automatically for you when a failure, such as a lost connection,

    occurs. In this case, when the connection is reestablished, a message appears at the top of the softphone, and you hear the three tones.

    Add to DNC List: number added to the do-not-call list. Left Message: left voicemail message. Answering Machine: no voice mail message left. Scheduled Callback Not Interested: called party not interested. Agent to Redial: you set a timer to redial the number after the specified amount

    of time.

    You can end a call in one or two steps: One step: Click Finish and choose a disposition.

  • Processing Calls Adding Numbers to the DNC List

    66 Five9 Adapter for Velocify Agents Guide

    The call is automatically disconnected. You are immediately available to process another call.

    -

    Two steps:a To disconnect the call, click Hang Up.

    You now have time to complete any work related to the call, such as entering notes in the call log.

    b Click Finish and choose a disposition.

    Adding Numbers to the DNC ListIf you have permission, you may add phone numbers to your local DNC list directly or by using a disposition. The number is not added to the national DNC list.

    Adding a number to the list directly at any time:a Select Do Not Call list.

    Note If you try to dial a number in your DNC list, you see an error message if you do not have permission to do so.

  • Processing Calls Adding Numbers to the DNC List

    67 Five9 Adapter for Velocify Agents Guide

    b Enter the ten-digit phone number.c Click Add to DNC.

    Using a disposition to add a number to the list when ending a call:a Click Finish.b Select a disposition that adds the number to the DNC list.

  • 68 Five9 Adapter for Velocify Agents Guide

    Chapter 4

    Processing Voicemail and Callbacks

    If you have permission to have inbound and internal calls routed to your extension, you may process skill and personal voicemail messages, and you may return calls. The features described below may differ from what you see.

    Processing Voicemail and CallbacksManaging Callbacks

    Processing VoicemailYou can play, save, transfer messages, and return the call.

    Skill Voicemail Messages: If you have permission, messages sent to skill groups appear in the Incoming Voicemail tab below the New Call tab if your status is set to Ready VM or Calls&VM. The number of messages that you see depends on the number of agents logged into the skill.

    Personal Voicemail Messages: These messages appear in the Voicemail tab below the Incoming Voicemail tab. Messages sent to you by other agents are considered personal. You can access them at any time regardless of your status. These messages appear as a list.

    Skill Voicemail MessagesWhen you change your status to accept voicemail messages, the Incoming Voicemail tab appears above the Voicemail tab if a skill queue contains a voicemail message. Until you accept the message, the tab opens and closes as a reminder. You receive only one skill voicemail message at a time.

    1 Click Incoming Voicemail.

  • Processing Voicemail and Callbacks Processing Voicemail

    69 Five9 Adapter for Velocify Agents Guide

    2 Click Accept.

    3 Process the message as needed: To play the message, click the arrow. To pause the message, click the vertical bars. To stop the message, click the solid square. The message is automatically

    reset to the beginning. To transfer the message, click Transfer. The standard transfer features appear.

    Process the transfer as usual. For more information, see Transferring Calls. To return the call, click Return call. The call is automatically dialed. When the

    connection is made, all the call features that you are permitted to use appear. Process the call as usual.

    To save the message as a WAV file, click Download, and follow the prompts to save the WAV file on your computer.

    Skill voicemail tab.

    Callers number.

    Message options.Comments field.

    Date and time of the message.Campaign.

    Personal voicemail tab.

    Play, pause, stop, and duration indicator.

    Final action.

    Possible actions.

  • Processing Voicemail and Callbacks Processing Voicemail

    70 Five9 Adapter for Velocify Agents Guide

    To delete the message, click Delete.

    4 When done, click Processed.The message is replaced by the next skill voicemail message if any. After you process the last message, the Incoming Voicemail tab disappears until you receive a new skill message.

    Personal Voicemail MessagesWhen you receive voicemail messages, the Voicemail tab appears below the New Call tab and the Incoming Voicemail tab, if present, as shown in the figure below. If you have several messages, they are sorted by date. If configured by your administrator, you receive an email message with the voice recording attached as a WAV file.

    To open the tab, click Voicemail.

    To play a message without opening it, click the blue arrow. To delete the message, click the red x.

    To open a message, click anywhere in the blue message field.

    New call tab.

    Callers number.Date, time, & duration of message.

    Voicemail tab (number of new messages).

    Blue arrow

    Red x

  • Processing Voicemail and Callbacks Processing Voicemail

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    From this view, in addition to playing and deleting the message, you can save it as a WAV file on your computer, and you can return the call.

    To save the message as a WAV file, click Download, and follow the prompts to save the WAV file on your computer.

    To return the call, click Call back.The call is automatically dialed. When the connection is made, all the call features that you are permitted to use appear. Process the call as usual.

    Message details.

    Comments field.

    Possible actions.

    Close the message.

  • Processing Voicemail and Callbacks Managing Callbacks

    72 Five9 Adapter for Velocify Agents Guide

    To close the voicemail tab, click Back.

    Managing CallbacksYou can schedule a date and time and set reminders to return a call. A summary of your scheduled calls is always available. Depending on the configuration chosen by your administrator, the features described below may differ slightly from what you see.

    When Preview Dialing is enabled for an outbound campaign, a preview screen appears with the call details and the scheduled time. The contact is dialed at the specified time. Your administrator may allow you to dial the contact.

    Scheduling RemindersReturning Scheduled CallsSorting Scheduled Calls

  • Processing Voicemail and Callbacks Managing Callbacks

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    Scheduling RemindersBefore returning a call, be sure that your status is set appropriately.

    1 In the softphone, open Callback.

    2 Click Add callback.

    3 Complete the fields: Contacts phone number: Enter the number in the field, with the keypad, or

    by using speed dial. Date and time for the call: When you place the cursor in the field, a calendar

    appears. By default, the current date and time are selected. You can change the date or time now or later. When done, close the section.

    Note Be sure to enter the time in the 24-hour format.

  • Processing Voicemail and Callbacks Managing Callbacks

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    Optional comments. Campaign if the call is associated with a specific campaign.You can return at any time to modify any of the information or to delete the scheduled call.

    4 Click Save.

    5 Close the Callback tab.The Callback tab indicates the number of scheduled callbacks. At the scheduled time, the callback section will open automatically showing the call information.

  • Processing Voicemail and Callbacks Managing Callbacks

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    Returning Scheduled CallsYou can return a call manually, or you can wait for the reminder.

    Scheduled CallbacksAt the scheduled date and time, the Callback Notification tab opens above the Callback tab. You may have permission to skip calling a contact after previewing the call information if it appears. Although the callback was scheduled with a specific phone number, date, time, and campaign, you can modify any or all the information to overwrite the current callback.

    1 Review the call information in the Preview Call tab.In the above figure, the callback information highlighted in the Preview Call tab corresponds to the first callback number listed in the Callback tab at the bottom.

    2 Depending on your permissions and the callback information, process the callback with the actions available in these tabs: Preview Call: click Skip or the phone number. Callback Notification: click Call, Snooze, or Cancel.

    Information about the scheduled callback.

    Date, time, and reason for the callback.

    Currently scheduled callbacks.

    Possible actions: call now, wait a few minutes, or cancel the call.

    Preview Call tab.

    Callback Notification tab.

    Callback tab.

  • Processing Voicemail and Callbacks Managing Callbacks

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    3 Process as needed: Call:

    a When done, click Hang up, Finish, and select a disposition.b To delete the reminder, click the number to see the details, and click

    Delete. Callback reminder: Update as needed.

    Manual CallbacksYou can return a call at any time.

    1 Open the Callback tab.

    2 To see the details of the callback, click the number that you want to call.If more than five callbacks are scheduled, locate the phone number by using the arrows and the page numbers located below the phone numbers.

  • Processing Voicemail and Callbacks Managing Callbacks

    77 Five9 Adapter for Velocify Agents Guide

    3 Click Call.If you cancel the call now, the current call is stopped, but the scheduled call remains in the list.

    4 Process the call as usual.

    5 When done, click Hang up, Finish, and select a disposition.

    6 To delete the reminder, click the number to see the details, and click Delete.

    Sorting Scheduled CallsIn the Callback tab, you can sort scheduled calls by phone number and/or due date.

    The resulting order depends on the number of calls scheduled for each phone number:

    To sort the list by due date, follow these steps:a In the first menu, select Phone but ignore the arrow.b In the second menu, select Date and the down arrow (oldest scheduled

    callback at the top) or the up arrow (most recent scheduled callback at the

    Date and time of the scheduled callback.

    Available campaigns.

    Possible actions.

    Up arrow: Most recent at the top. Down arrow: Oldest at the top.

  • Processing Voicemail and Callbacks Managing Callbacks

    78 Five9 Adapter for Velocify Agents Guide

    top). If a date has more than one scheduled call, the highest phone number is at the top.

    To sort the list by phone number, follow these steps:a In the first menu, select Date but ignore the arrow.b In the second menu, select Phone and the down arrow (lowest phone

    number at the top) or the up arrow (highest phone number at the top). If a phone number has more than one scheduled call, the oldest date is at the top.

  • 79 Five9 Adapter for Velocify Agents Guide

    Chapter 5

    Managing Your Call Activity in Velocify

    This chapter describes how to find lead and call information and how to create leads in the Velocify desktop.

    Viewing the Activity HistoryAccessing the Call LogCreating Leads

    Viewing the Activity HistoryLead information is synchronized between the Velocify and Five9 contact databases. Five9 dispositions that you assign to a lead are saved as actions in Velocify. For example, you can change a status with a disposition, and you can trigger a specific action after receiving a new lead. These actions enable you to manage leads completely by using the call results generated by Five9. These actions are specific to Five9:

    Re-Assigned: this action is automatically used each time that a lead is assigned to a different agent.

    Default Action: when you select a custom Five9 disposition that is not mapped to a custom Velocify action, Five9 uses the default action, adding the Five9 disposition as a comment. For example, the last entry in this figure shows a default action with a comment that indicates the Five9 disposition named Done.

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    Accessing the Call LogCall results and call notes are automatically saved in Velocify.

    Viewing Stored Lead InformationIn Velocify, click the Leads tab.

    To see the history of a lead, use either method: Click A (Action Window) in the Options column on the far right.or Right-click a lead entry and select View Log/Take Action.

    To preview the actions and log messages for the lead, you can move the mouse over the numbers in the Action Count, Log Count columns.

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    The Action/Calendar window opens.

    To see the actions and logs, click the History heading.

    Actions Only: call activity. You can see the Five9 dispositions and call logs.

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    Logs Only: lead activity, such as failed and completed calls, executed triggers, and sent email messages. When creating a lead, you can specify the information that you want to receive.

    Actions & Logs: information from actions and logs.

    Viewing Lead Information During a CallIf a new number is assigned to a lead, you see a pop-up window:

    To see the lead information, click View Lead.

    Creating LeadsEach time that you make or receive a call, the phone numbers are searched in the Velocify database. If the number is assigned to a lead, you can view the complete lead information in a pop-up window.

    1 Select Menu > Lead Management > Add New Lead.

    2 In the drop-down menus, select the campaign and status, and complete the fields.

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    3 When done, click Save.

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    Appendix A

    Removing the Adapter

    If you need to completely remove the components of the Five9 Adapter for Velocify, follow these steps.

    1 Stop the adapter.

    2 Remove the integration:a Click Start > All Programs > Five9 > Uninstall Five9 Integrations

    Components.

    The integration components window appears.

    Warning Use this procedure only if directed to do so by your administrator. Do notuse this procedure to update your adapter.

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    b Click Yes.c When done, click Finish.

    3 Navigate to \AppData\Roaming.

    4 Delete the Five9 folder completely.

    5 Locate the Java Control Panel.The location of the panel depends on your platform and on the Java version installed on your computer. The steps below apply to Java 7 Update 40 (7u40)

    Note You may need to reboot before being able to delete this folder.

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    and later versions on Windows. If you use a lower Java version or the Mac platform, click one of these links: Windows or Mac for instructions.

    6 Click Start > All Programs > Java > Configure Java.

    7 On the General tab of the Java Control Panel, click View at the bottom.

    8 In the Java Cache Viewer, highlight the two components, and click the red X or Delete on your keyboard.

    http://www.java.com/en/download/help/win_controlpanel.xmlhttp://www.java.com/en/download/help/mac_controlpanel.xml

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    9 In the Show menu, select Resources.

    10 Select (CTRL-A) and delete all resources.

    Whats NewInstalling and Using the Five9 Adapter for VelocifyInstalling the Five9 Adapter for VelocifyActivating the Five9 Softphone ToolbarFirefoxInternet ExplorerChrome

    Using the AdapterStarting the Adapter ManuallyStopping the CTI Web ServicesDefining Log Settings

    Optional Browser ConfigurationFirefoxInternet ExplorerDownloading the CTI Web Services with Internet Explorer 11Greeting File Path Not Recognized

    Managing Your VCC AccountChanging your Password and Security AnswersRecovering your PasswordForgotten PasswordIncorrect Password

    Using the SoftphoneLogging into the SoftphoneSelecting SkillsLogging In with SkillsUpdating Skills During a Session

    Customizing Your StationGeneral TabAudio Devices TabAlerts TabDo Not Call List TabGreeting TabTones TabAuto-Answer TabVelocify Tab

    Changing Your StatusWorking with Chat SessionsInitiating Chat SessionsResponding to Chat InvitationsRequesting Help

    Monitoring Call Queues

    Processing CallsDialing CallsKeypadSpeed DialClick to DialTCPA Manual Touch Mode

    Receiving CallsUsing Campaign FeaturesCall PreviewInbound Call Priority Over Record PreviewScriptsWorksheetsConnectors

    Making Conference CallsTransferring CallsManaging Calls on Hold and Parked CallsCalls on HoldParked Calls

    Recording CallsPlaying Recorded Messages to CallersAdding Notes to the Call LogEnding CallsAdding Numbers to the DNC List

    Processing Voicemail and CallbacksProcessing VoicemailSkill Voicemail MessagesPersonal Voicemail Messages

    Managing CallbacksScheduling RemindersReturning Scheduled CallsScheduled CallbacksManual Callbacks

    Sorting Scheduled Calls

    Managing Your Call Activity in VelocifyViewing the Activity HistoryAccessing the Call LogViewing Stored Lead InformationViewing Lead Information During a Call

    Creating Leads

    Removing the Adapter