five9 agent desktop toolkit 2015 • added a section about the ... what’s new vi five9 agent...

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 Agent Desktop ToolkitUser’s Guide

November 2017

The Agent Desktop Toolkit comprises the CTI Web Services and the Web toolbar, a softphone integrated in your browser. The softphone enables you to perform all types of call functions, add comments to records, and use scripts, connectors, and worksheets associated with a campaign.

ii Five 9 Agent Desktop Toolkit • User’s 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

Five9®Five9 LogoFive9® SoCoCare™Five9® Connect™

iii Five9 Agent Desktop Toolkit • User’s Guide

Contents

What’s New................................................................................. v

Chapter 1Installing and Using the Five9 Agent Desktop Toolkit .............................1Installing the Five9 Agent Desktop Toolkit Adapter............................................ 1Activating the Five9 Softphone.................................................................... 4

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

Using the Adapter ................................................................................... 8Starting the Adapter Manually ................................................................ 8Stopping the Adapter .......................................................................... 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.......................................................................................27Do Not Call List Tab ........................................................................... 28Greeting Tab ................................................................................... 28Tones Tab .......................................................................................29Auto-Answer Tab............................................................................... 30

Changing Your Status............................................................................... 31Working with Chat Sessions ....................................................................... 33

iv Five9 Agent Desktop Toolkit • User’s Guide

Initiating Chat Sessions ....................................................................... 34Responding to Chat Invitations .............................................................. 36Requesting Help................................................................................ 37

Monitoring Call Queues ............................................................................ 39

Chapter 3Processing Calls.......................................................................... 40Dialing Calls ......................................................................................... 41

Keypad .......................................................................................... 41Speed Dial.......................................................................................43TCPA Manual Touch Mode .................................................................... 45

Receiving Calls ...................................................................................... 46Using Campaign Features.......................................................................... 46

Call Preview .................................................................................... 47Inbound Call Priority Over Record Preview ................................................ 47Scripts ........................................................................................... 48Worksheets ..................................................................................... 49Connectors...................................................................................... 50

Making Conference Calls........................................................................... 51Transferring Calls................................................................................... 54Managing Calls on Hold and Parked Calls ....................................................... 57

Calls on Hold ................................................................................... 58Parked Calls .................................................................................... 58

Recording Calls...................................................................................... 60Playing Recorded Messages to Callers ........................................................... 60Adding Notes to the Call Log...................................................................... 61Ending Calls.......................................................................................... 62Adding Numbers to the DNC List .................................................................63

Chapter 4Processing Voicemail and Callbacks ................................................. 65Processing Voicemail............................................................................... 65

Skill Voicemail Messages...................................................................... 65Personal Voicemail Messages ................................................................ 67

Managing Callbacks................................................................................. 69Scheduling Reminders......................................................................... 70Returning Scheduled Calls.................................................................... 72

Scheduled Callbacks...................................................................... 72Manual Callbacks.......................................................................... 73

Sorting Scheduled Calls ....................................................................... 74

Appendix ARemoving the Adapter ................................................................. 76

v Five9 Agent Desktop Toolkit • User’s Guide

Chapter 3

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 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 changes in the Firefox version that will be released August 11, your current adapter will not work after August 11, 2015.

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

What’s New

vi Five9 Agent Desktop Toolkit • User’s Guide

April 2015 • Updated the installation instructions. For more information, see Installing the Five9 Agent Desktop Toolkit Adapter.

• Added information about upgrading from a previous Five9 release.• Added an optional section about Downloading the CTI Web Services with Internet

Explorer 11.• Added these softphone options:

– Visual notification for new calls.– Update skills during session without logging out.– Moved all sounds for incoming calls from the Auto-Answer tab to the new Tones Tab

and added a sound for chat messages.• Updated these dialing options:

– Added the option to keep the keypad open during calls.– In the Speed Dial section, the search is now case insensitive, and you may select all

users, logged in users, or available users.• Added the user name to chat windows.

• Added a section about Inbound Call Priority Over Record Preview.• Added an important note about formatting phone numbers correctly for international

calls.

Release Changes

1 Five9 Agent Desktop Toolkit • User’s Guide

Chapter 1

Installing and Using the Five9 Agent Desktop Toolkit

The Five9 Agent Desktop Toolkit enables you to integrate the Five9 Cloud Contact Center with your desktop application. The Five9 Agent Desktop Toolkit 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 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 Agent Desktop Toolkit AdapterActivating the Five9 SoftphoneUsing 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 Agent Desktop Toolkit AdapterFollow 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

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

Important If you are currently using a previous version of the Five9 Agent Desktop Toolkit adapter, 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.

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

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

Installing and Using the Five9 Agent Desktop Toolkit Installing the Five9 Agent Desktop Toolkit Adapter


1 Log into your Five9 account.

2 Click CRM Integrations.

3 In the Five9 Agent Desktop Toolkit section, click follow these steps.

The instructions appear.

4 Follow steps 1 and 2.

5 When you are ready to install the adapter, click Five9 Agent Desktop Toolkit.

6 Open or save the file, and click OK.

Installing and Using the Five9 Agent Desktop Toolkit Installing the Five9 Agent Desktop Toolkit Adapter


7 If you see this window, click Continue.

8 To install the Five9 Agent Desktop Toolkit, click Run.

9 If you see this window, click Continue.

Installing and Using the Five9 Agent Desktop Toolkit Activating the Five9 Softphone


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

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

Activating the Five9 SoftphoneYou can use the adapter with Mozilla® Firefox®, Microsoft® Internet Explorer®, and Google™ Chrome™.

FirefoxInternet ExplorerChrome



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 Agent Desktop Toolkit, click Enable if necessary, and close the Extensions tab.

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



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 Agent Desktop Toolkit.

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



ChromeBefore starting the softphone for the first time, restart your browser. If you see this option, 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 Agent Desktop Toolkit, and close the Extensions tab.

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

Installing and Using the Five9 Agent Desktop Toolkit Using the Adapter


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 AdapterDefining 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 Agent Desktop Toolkit Using the Adapter


Stopping the AdapterTo 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:

– 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.

Installing and Using the Five9 Agent Desktop Toolkit Optional Browser Configuration


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 browser’s 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.



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.



2 In the Internet Options, select the Security tab.

3 Click Trusted Sites > Sites.

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



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.



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 Agent Desktop Toolkit Managing Your VCC Account


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.



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.



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:



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.



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:



Customer Portal

Applications


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 credentials 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


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


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.

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.

Using the Softphone Customizing Your Station


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 instant messages with other users in your domain.Add numbers to the DNC list.



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 is 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 is 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 (shown below) when you receive an incoming outbound, autodial, inbound, preview, and extension call. This feature is useful if you do not using headphones. These figures show incoming outbound and preview calls.

General TabAudio Devices TabAlerts TabDo Not Call List Tab

Greeting TabTones TabAuto-Answer Tab



• 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

• Restart Station: hangs up and reconnects station.

• Voice Connectivity Test: not in use.

• Ring Audio Device: device used to play 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.

Automatic Hang-Up

• Hang-up Phone When Call Ended: softphone disconnected 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 AutoAnswer options.

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

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.

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

p



• 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.

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 Optional Browser Configuration.

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

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: Adds a delay in delivering calls because the

tone must be played before the contact is connected. If contacts hang up before you start speaking, disable this option.

• Play Tone On Incoming Extension Call: call delivered to your personal queue.

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. If you ignore or reject the call, the call is routed to another available agent, and your state is set to Not Ready.Auto-Answer

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.

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

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 Changing Your Status


Changing Your StatusYour status determines your ability to process calls and to receive voicemail messages. When you log in, your status is Not Ready. 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: Can make and receive all types of calls (inbound, outbound,

and internal) calls and voicemail messages.– Ready Call: Can make and receive all types of calls (inbound, outbound, and

internal) calls but not voicemail messages.– Ready VM: Can receive voicemail messages but cannot make and receive

calls. When you select one of the voicemail options, the Incoming voicemail tab appears if you have waiting messages:

Using the Softphone Changing Your Status


• 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


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.

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.



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 <SHIFT> or <CTRL> 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.



After the user accepts your invitation, the user’s 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.



user name

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

7 To end the chat, click End Chat, and 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 a 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.• 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.



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


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. If the names of the queues are very long, they may be truncated. In this case, you can see the complete name if you hover over the name with your mouse.


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 status 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).

Processing Calls Dialing Calls


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 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, you need to enter phone numbers for all calls according to your configuration: in your national format or up to 15 digits, starting with the plus (+) sign and the country code. For more information, see your administrator.

1 To open the dialing menu, click New Call.

2 Click Keypad, and enter the phone number.

http://www.nanpa.com/



.

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 party 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.keypad open

The call information is displayed at the top of the softphone. During the call, if you use call features that require the key pad, such as call transfer, the key pad opens automatically if you kept it open after entering the number.

Campaign menu.

Number entry field.



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. Names are not case sensitive.

1 Click New Call.

2 Click Speed dial.speed dial

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).



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

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

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

agent:<name of agent>

skill:<name of skill>

Example agent:Five9 Documentation

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.



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.

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.

Processing Calls Receiving Calls


Receiving CallsTo receive calls, your status must be Ready Call or Ready Call & VM.

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.

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 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


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 and all call and campaign information are 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. This figure contains preview 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

Contact

Phone numbers

Option to skip if permitted



• Calls transferred to skills or campaigns• Conference calls to skills or agents• Internal calls to skills or agents• Skill voicemail messages or callbacks

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

• 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.

• Before assigning a disposition for the call or voicemail message, 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 fin-ish 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 customer’s name. In addition, this script contains selection menus and text fields where you enter the information given by the customer.



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.



2 Enter the customer’s 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


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

b After you have performed the task, close the connector’s 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.



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.



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 party’s phone number

Option that creates the conference.

Second party’s 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


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.



• 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.

Whether to allow voicemail recording.Allowed ringing time.

Mute transfer options:



3 Select a transfer option:

– 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 agent’s 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.

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.

Processing Calls Managing Calls on Hold and Parked Calls


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.



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 Click Park.The New Call section 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.



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


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


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.

1 Click Call Log.

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

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

StopPlay Pause

Processing Calls Ending Calls


Ending CallsWhen ending a call, you set the result of the call by selecting a disposition. Your administrator may add special types of dispositions such as these:

• Non-final dispositions: 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.

• Dispositions which require that you confirm your choice by clicking Yes or No.• Dispositions which can trigger a worksheet that you must complete at the end of

a call.

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 voicemail 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, choose a disposition, and click Done.

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

Processing Calls Adding Numbers to the DNC List


• 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


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

• If available, by 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.


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 VoicemailManaging 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


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.

Caller’s number.

Message options.Comments field.

Date and time of the message.Associated campaign.

Personal voicemail tab.

Play, pause, stop, and duration indicator.

Final action.

Possible actions.



– 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 and Incoming Voicemail tabs, 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.

Caller’s name.Date, time, & duration of message.

Voicemail tab (number of new messages).

Blue arrow

Red x



From this view, in addition to playing and deleting the message, you can download 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


– 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



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:– Contact’s phone number: Enter the number in the field, with the keypad, or

by using speed dial.– Date and time for the call: To open the calendar, click the date field. By

default, the current date and time are selected. Change the date or time as you need. When done, close the calendar.

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



– 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 opens automatically showing the call information.



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.



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.



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.



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.


Appendix A

Removing the Adapter

If you need to completely remove the components of the Agent Desktop Toolkit, 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.



b Click Yes.c When done, click Finish.

3 Navigate to <your user name>\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.



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.xml

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



9 In the Show menu, select Resources.

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

five9 agent desktop toolkit 2015 • added a section about the ... what’s new vi five9 agent...

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