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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 Open CTI Adapter for Salesforce Agent’s Guide November 2017 The Five9 Open CTI Adapter for Salesforce integrates the Five9 Virtual Call Center (VCC) in the Salesforce desktop. This guide describes how to install and use the Five9 Open CTI Adapter for Salesforce.

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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 Open CTI Adapter for SalesforceAgents Guide

    November 2017

    The Five9 Open CTI Adapter for Salesforce integrates the Five9 Virtual Call Center (VCC) in the Salesforce desktop. This guide describes how to install and use the Five9 Open CTI Adapter for Salesforce.

  • ii Five9 Open CTI Adapter for Salesforce 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 Open CTI Adapter for Salesforce Agents Guide

    Contents

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

    Chapter 1Preparing Your Browser .................................................................1Chrome................................................................................................ 1

    Enabling Pop-Up Windows ..................................................................... 2Installing the Extension........................................................................ 4Enabling Mixed Active Content ............................................................... 4

    Firefox................................................................................................. 6Enabling Pop-Up Windows ..................................................................... 6Enabling Mixed Active Content ............................................................... 7

    Internet Explorer .................................................................................... 9Enabling Pop-Up Windows ..................................................................... 9Enabling Mixed Active Content .............................................................. 10CTI Web Services with Internet Explorer 11 ............................................... 12Showing the Path to a Local Directory ..................................................... 13

    Safari ................................................................................................. 15Enabling JNLP Files ............................................................................ 15Enabling Pop-Up Windows .................................................................... 15

    Chapter 2Installing and Using the Five9 Open CTI Adapter for Salesforce............... 16Installing the Adapter.............................................................................. 16

    Windows......................................................................................... 17Mac............................................................................................... 19

    Using the Adapter .................................................................................. 21Starting the Adapter Manually ............................................................... 21Stopping the Adapter ......................................................................... 21Defining the Log Settings ..................................................................... 22

    Managing Your VCC Account ...................................................................... 22Changing your Password and Security Answers ........................................... 23Recovering your Password.................................................................... 24

    Forgotten Password ...................................................................... 24Incorrect Password ....................................................................... 27

    Chapter 3Using Your Salesforce Account ....................................................... 29Customizing Your Salesforce Options............................................................ 29Reviewing Your Activities in Salesforce ......................................................... 30

    Daily Activities ................................................................................. 30

  • iv Five9 Open CTI Adapter for Salesforce Agents Guide

    Call Log Activities ............................................................................. 31

    Chapter 4Using the Five9 Softphone ............................................................ 32Logging into the Softphone ....................................................................... 32Selecting Skill Groups .............................................................................. 34

    Logging In with Skills .......................................................................... 34Updating Skills During a Session ............................................................. 35

    Customizing Your Station.......................................................................... 36General Tab .................................................................................... 36Audio Devices Tab ............................................................................. 38Alerts Tab.......................................................................................39Do Not Call List Tab ........................................................................... 39Greeting Tab ................................................................................... 40Tones Tab .......................................................................................41Auto-Answer Tab............................................................................... 41

    Changing Your Status............................................................................... 42Working with Chat Sessions ....................................................................... 45

    Initiating a Chat Session ...................................................................... 45Responding to Chat Invitations .............................................................. 47Requesting Help................................................................................ 48

    Monitoring Call Queues ............................................................................ 50

    Chapter 5Processing Calls.......................................................................... 51Dialing Calls ......................................................................................... 52

    Keypad .......................................................................................... 52Speed Dial.......................................................................................54Click-to-Dial .................................................................................... 56TCPA Manual Touch Mode .................................................................... 57

    Receiving Calls ...................................................................................... 57Using Campaign Features.......................................................................... 58

    Call Preview .................................................................................... 58Priority of Inbound Calls Over Record Preview............................................ 59Scripts ........................................................................................... 60Worksheets ..................................................................................... 62Connectors...................................................................................... 62

    Making Conference Calls........................................................................... 64Transferring Calls................................................................................... 66Managing Calls on Hold and Parked Calls ....................................................... 69

    Calls on Hold ................................................................................... 70Parked Calls .................................................................................... 70

    Recording Calls...................................................................................... 72Playing Recorded Messages to Callers ........................................................... 72Adding Notes to the Call Log...................................................................... 73Ending Calls.......................................................................................... 75Adding Numbers to the DNC List .................................................................76

  • v Five9 Open CTI Adapter for Salesforce Agents Guide

    Chapter 6Processing Voicemail and Callbacks ................................................. 78Processing Voicemail............................................................................... 78

    Skill Voicemail Messages...................................................................... 78Personal Voicemail Messages ................................................................ 80

    Managing Callbacks................................................................................. 82Scheduling Reminders......................................................................... 83Returning Scheduled Calls.................................................................... 85

    Scheduled Calls ........................................................................... 85Manual Calls ............................................................................... 86

    Sorting Scheduled Calls ....................................................................... 87

    Appendix AMigrating to the Five9 Open CTI Adapter .......................................... 89Installing the Five9 Open CTI Adapter........................................................... 89Changing Call Center Assignment ................................................................ 90

    Appendix BRemoving the Adapter ................................................................. 92

  • vi Five9 Open CTI Adapter for Salesforce 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.

    October 2016 Removed Installing the Chrome Extension for Chrome version 48.

    September 2016 Added how converted leads are displayed in the Name and Related To fields of the adapter. For more information, see Adding Notes to the Call Log.

  • 1 Five9 Open CTI Adapter for Salesforce Agents Guide

    Chapter 1

    Preparing Your Browser

    The Five9 Open CTI Adapter for Salesforce enables you to integrate the Five9 Cloud Contact Center in the Salesforce desktop.

    The Five9 Open CTI Adapter for Salesforce 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 the Salesforce Cloud and the Salesforce Console that processes phone calls. You listen to the calls with a headset connected to your computer.

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

    You need to prepare the browsers that you plan to use before you can install the adapter.

    ChromeFirefoxInternet ExplorerSafari

    ChromeYou need to enable pop-up windows. Depending on your Chrome version, you may need to install an extension or enable mixed content. For more information, see these sections.

    Enabling Pop-Up WindowsInstalling the ExtensionEnabling Mixed Active Content

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

  • Preparing Your Browser Chrome

    2 Five9 Open CTI Adapter for Salesforce Agents Guide

    Enabling Pop-Up WindowsYou must add an exception to allow pop-up windows from Five9 so that notifications can appear.

    1 Click the Chrome menu in the top-right corner of the browser.

    2 Select Settings.

    3 At the bottom of the Settings tab, click Show Advanced Settings.

    4 In the Privacy section, click Content Settings.

  • Preparing Your Browser Chrome

    3 Five9 Open CTI Adapter for Salesforce Agents Guide

    5 Scroll down to the Pop-ups section.

    6 Click Do not allow any site to show pop-ups.

    7 Click Manage exceptions.

    8 In the field, enter [*.]five9.com, be sure that the selected behavior is Allow, and press Enter.

  • Preparing Your Browser Chrome

    4 Five9 Open CTI Adapter for Salesforce Agents Guide

    9 If you are located in the UK, repeat step 8 with [*.]five9.eu.

    10 Click Done, Done, and close the Settings tab.

    Installing the ExtensionThis section applies only to Chrome browser version 48+. If instructed to do so by your administrator, you will follow the steps described in the Installation chapter after you have downloaded the adapter.

    Enabling Mixed Active Content

    By default, mixed active content is blocked, which prevents some of the adapter features from appearing normally. You need to modify each Chrome shortcut that you use, for example: desktop, quick launch, and start menu.

    1 Right-click Chrome icon on your desktop > Google Chrome > Properties.

    Important This section applies only to Chrome browser version up to 47. Enable mixed content only if instructed to do so by your administrator.

  • Preparing Your Browser Chrome

    5 Five9 Open CTI Adapter for Salesforce Agents Guide

    2 In the Properties window, select the Shortcut tab.

    3 In the Target field, append --allow-running-insecure-content to the location of the target, including the two dashes, for example:"C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" --allow-running-insecure-content

    4 Click Apply and OK.

  • Preparing Your Browser Firefox

    6 Five9 Open CTI Adapter for Salesforce Agents Guide

    FirefoxYou need to enable pop-up windows and mixed content.

    Enabling Pop-Up WindowsYou must add an exception to allow pop-up windows from Five9 so that notifications can appear. 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.

    1 Click Tools or the menu button in the top right corner, and select Options.

    2 Select the Content tab.

    3 Check Block pop-up windows, and click Exceptions.

  • Preparing Your Browser Firefox

    7 Five9 Open CTI Adapter for Salesforce Agents Guide

    4 Enter five9.com, and click Allow.

    5 If you are located in the UK, repeat step 4 with five9.eu.

    6 Click Close.

    7 Depending on your browser version, close the tab or click OK to close the settings window.

    Enabling Mixed Active ContentIf you are using version 24+, mixed active content is blocked by default, which prevents some of the adapter features from appearing normally.

    1 In the address bar, enter about:config.

    2 If you see this message, click the button.

  • Preparing Your Browser Firefox

    8 Five9 Open CTI Adapter for Salesforce Agents Guide

    A list of settings appears in a new browser tab.

    3 In the search field, enter security.mixed_content.block_active_content.

    4 If the setting is true, right-click the line and click Toggle to change it to false.

    5 Close the browser tab.

  • Preparing Your Browser Internet Explorer

    9 Five9 Open CTI Adapter for Salesforce Agents Guide

    Internet ExplorerAt a minimum, you need to enable pop-up windows. If you see an error message when attempting to upload a greeting file, complete the second section.

    Enabling Pop-Up WindowsYou must enable cookies and add an exception to allow pop-up windows from Five9 so that notifications can appear.

    1 Select Tools > Internet Options.

    2 Click the Privacy tab.

    3 Check Turn on Pop-up Blocker, and click Settings.

    4 Enter *.five9.com, and click Add.

  • Preparing Your Browser Internet Explorer

    10 Five9 Open CTI Adapter for Salesforce Agents Guide

    5 If you are located in the UK, repeat step 8 with *.five9.eu.

    6 Click Close, and OK.

    Enabling Mixed Active ContentMixed active content is blocked by default, which prevents some of the adapter features from appearing normally.

    1 Select Tools > Internet Options.

    2 In the Internet Options, select the Security tab.

    3 Select the Internet zone.

  • Preparing Your Browser Internet Explorer

    11 Five9 Open CTI Adapter for Salesforce Agents Guide

    4 Click Custom Level.

    5 In the Security Settings - Internet Zone window, scroll down to Miscellaneous > Display mixed content.

    6 Ensure that Enable is selected.

    7 Click OK and OK.

  • Preparing Your Browser Internet Explorer

    12 Five9 Open CTI Adapter for Salesforce Agents Guide

    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.

  • Preparing Your Browser Internet Explorer

    13 Five9 Open CTI Adapter for Salesforce Agents Guide

    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.

    Showing the Path to a Local DirectoryYou need to enable this option only if you later see an error message (file path not recognized) when you attempt to upload files in the Greeting Tab of your softphone. By default, this browser security feature hides the path to the file on your computer. Follow these steps to include the real file path when you upload a file.

    1 Select Tools > Internet Options.

    2 In the Internet Options, select the Security tab.

    3 Click Internet.

  • Preparing Your Browser Internet Explorer

    14 Five9 Open CTI Adapter for Salesforce Agents Guide

    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.

  • Preparing Your Browser Safari

    15 Five9 Open CTI Adapter for Salesforce Agents Guide

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

    SafariYou need to enable pop-up windows in the Safari Preferences.

    Enabling JNLP FilesThe Five9 Open CTI Adapter for Salesforce cannot be installed because the browser does not open the JNLP file.

    1 Open Preferences.

    2 In the General section, deselect Open safe files after downloading.

    Enabling Pop-Up WindowsBy default, your browser prevents pop-up windows. You must disable this feature.

    1 Click Security.

    2 Disable Block pop-up windows.

  • 16 Five9 Open CTI Adapter for Salesforce Agents Guide

    Chapter 2

    Installing and Using the Five9 Open CTI Adapter for Salesforce

    This chapter describes how to install and use the adapter:Installing the AdapterUsing the Adapter

    Installing the AdapterYou can install the Five9 Open CTI Adapter for Salesforce on a Windows or a Mac operating system. 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 Open CTI Adapter for Salesforce.

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

  • Installing and Using the Five9 Open CTI Adapter for Salesforce Installing the Adapter

    17 Five9 Open CTI Adapter for Salesforce Agents Guide

    The instructions appear.

    4 In the New Installations section, follow steps 1 and 2.

    5 When you are ready to install the adapter, click Five9 Open CTI Adapter for Salesforce.

    6 Follow the steps below to install the adapter on a Windows or Mac operating system.

    WindowsThe installation may occur automatically, or you may need to follow these steps.

    1 If you see this window, select Open with, and click OK.

  • Installing and Using the Five9 Open CTI Adapter for Salesforce Installing the Adapter

    18 Five9 Open CTI Adapter for Salesforce Agents Guide

    2 If you see this window, click Continue.

    3 To install the Five9 Open CTI Adapter for Salesforce, click Run.

    4 If you see this window, click Continue.

  • Installing and Using the Five9 Open CTI Adapter for Salesforce Installing the Adapter

    19 Five9 Open CTI Adapter for Salesforce Agents Guide

    5 To install the Five9CTI Web Services, click Run.

    Once the installation is complete, and the adapter has started, you see the Five9 logo in the system tray.

    MacBefore installing the adapter, you may need to configure your operating system.

    If you see the warning in the figure below, Mac OS security settings do not allow an unidentified developer application to be installed. To resolve the issue, follow these steps.

  • Installing and Using the Five9 Open CTI Adapter for Salesforce Installing the Adapter

    20 Five9 Open CTI Adapter for Salesforce Agents Guide

    1 Open System Preferences.

    2 Open Security & Privacy.

    3 In Allow applications downloaded from, select Anywhere.

    4 Open the Finder.

    5 Find the Five9 JNLP file.

    6 Follow the steps described in Installing the Adapter, starting with step 2.Once the installation is complete, and the adapter has started, you see the Five9 logo in the menu bar.

  • Installing and Using the Five9 Open CTI Adapter for Salesforce Using the Adapter

    21 Five9 Open CTI Adapter for Salesforce 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 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.

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

  • Installing and Using the Five9 Open CTI Adapter for Salesforce Managing Your VCC Account

    22 Five9 Open CTI Adapter for Salesforce Agents Guide

    Defining the Log SettingsCustomer Success may request the application logs to troubleshoot issues.

    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.- Windows: C:\Users\\AppData\Roaming\Five9\Logs- Mac: Application Support/Five9/Logs/

    3 Click OK.

    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

  • Installing and Using the Five9 Open CTI Adapter for Salesforce Managing Your VCC Account

    23 Five9 Open CTI Adapter for Salesforce Agents Guide

    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 Open CTI Adapter for Salesforce Managing Your VCC Account

    24 Five9 Open CTI Adapter for Salesforce 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 Open CTI Adapter for Salesforce Managing Your VCC Account

    25 Five9 Open CTI Adapter for Salesforce 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 Open CTI Adapter for Salesforce Managing Your VCC Account

    26 Five9 Open CTI Adapter for Salesforce 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 Open CTI Adapter for Salesforce Managing Your VCC Account

    27 Five9 Open CTI Adapter for Salesforce 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 Open CTI Adapter for Salesforce Managing Your VCC Account

    28 Five9 Open CTI Adapter for Salesforce Agents Guide

    Customer Portal

    Applications

  • 29 Five9 Open CTI Adapter for Salesforce Agents Guide

    Chapter 3

    Using Your Salesforce Account

    To log into Salesforce, ask your Salesforce administrator for instructions if you do not have them already.

    Customizing Your Salesforce OptionsReviewing Your Activities in Salesforce

    Customizing Your Salesforce OptionsOnce logged in, you may customize your account to simplify the login process and the appearance of single call records.

    1 On the landing page, click Setup, which is located under your name.

    2 To access the settings, select Setup > Call Center Settings > My SoftPhone Settings.

  • Using Your Salesforce Account Reviewing Your Activities in Salesforce

    30 Five9 Open CTI Adapter for Salesforce Agents Guide

    3 Set these options as desired:automatic login

    Automatically log in to your call center when logging into Salesforce.com: Ignore this option. To log in automatically into the adapter, see General Tab.

    If only one record found on incoming call: For incoming calls, accounts and leads are searched for matching phone numbers. To specify how a record should appear when it is the only one that matches an incoming call, choose one of these options:- Always open the record automatically: (recommended) Displays the

    record in the main Salesforce window, overwriting the previous information. All unsaved changes from your previous record are lost.

    - Never open the record automatically: Does not display the matching record. To view it, you must click the link to the record in the softphone.

    4 Click Save.

    Reviewing Your Activities in SalesforceTo keep track of your work, you can see reports of your daily activities and details of the call log.

    Daily ActivitiesThis option enables you to review your activities. Click the options to reach a Salesforce page that contains summary and detailed information about tasks and calls that you completed today. You can schedule and link the report to a campaign.

  • Using Your Salesforce Account Reviewing Your Activities in Salesforce

    31 Five9 Open CTI Adapter for Salesforce Agents Guide

    Call Log ActivitiesAfter each call, Salesforce creates a Task Activity record that contains call data and the notes that you entered in the call log. Call data and notes are logged if you navigate to the page of one or more contacts or leads during the call and if the name is visible in the Name field of the Call Log when you set a disposition for the call.

    The Task Activity record appears in the Activity History section of the Salesforce records that are visible in the Name and Related To fields of the Call Log at the end of the call.

    In the figure below, the inset shows the Five9 Adapter for Salesforce call log that corresponds to the contacts details page in Salesforce. In this case, you do not see the Related To field because the Name field contains a lead record. To see and populate the Related To field, the Name field must contain a contact record.

    For information about using the call log, see Adding Notes to the Call Log.

  • 32 Five9 Open CTI Adapter for Salesforce Agents Guide

    Chapter 4

    Using the Five9 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 Skill GroupsCustomizing Your StationChanging Your StatusWorking with Chat SessionsMonitoring Call Queues

    Logging Out

    Logging into the SoftphoneAfter you have logged into Salesforce, the login window of your softphone appears immediately. You may use the softphone in one of two views of your home page:

    PSTN station

    1 To log in, enter the information provided by your administrator: user name (agent ID), password, station number, and type of connection.

    2 Optionally, check Remember me, and click Login.If you check Remember me, in the future, the fields are completed when you log in.

    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.

    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 Five9 Softphone Logging into the Softphone

    33 Five9 Open CTI Adapter for Salesforce Agents Guide

    You hear three tones that indicate a successful connection. If not, contact your administrator. Your logged-in time starts now.

    Cloud View. The softphone appears stationary on the left side. The size is set by your administrator.

    Console View. The softphone appears when you click the phone icon in the bottom right corner of the page. To resize the softphone, drag the handle (top left). To minimize it, click the minus sign (top right).

  • Using the Five9 Softphone Selecting Skill Groups

    34 Five9 Open CTI Adapter for Salesforce Agents Guide

    Selecting Skill GroupsSkill 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 softphone appears. Your status is Not Ready. For more information about changing your status, see Changing Your Status.

  • Using the Five9 Softphone Selecting Skill Groups

    35 Five9 Open CTI Adapter for Salesforce 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.

    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 Five9 Softphone Customizing Your Station

    36 Five9 Open CTI Adapter for Salesforce Agents Guide

    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, what you see may differ slightly.

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

    General TabSelect the options that you want.

    General TabAudio Devices TabAlerts TabDo Not Call List Tab

    Greeting TabTones TabAuto-Answer Tab

    View your user name.

    Click to restart your station.Change your status.

    View logged-in time under this status.

    Softphone call features.

    Request assistance from your supervisor.Configure your softphone options.

    Exchange text messages with other users.Add numbers to the DNC list.

    Access todays calls and other activities in a Salesforce report.

    View the message queues.

  • Using the Five9 Softphone Customizing Your Station

    37 Five9 Open CTI Adapter for Salesforce Agents Guide

    Launch 'Five9 CTI Web Services' on startup: by default, the CTI Web Services, which control the softphone, 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 are 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.

    Login automatically: disabled by default. If you check this box, you are automatically logged into the Five9 Adapter for Salesforce after you log into your Salesforce account.

    Show select skills: available if you have permission to access call queues. If you disable this option, you can no longer choose call queues when logging into the Five9 Plus Adapter for Salesforce. If you do not have permission, this option is grayed out.

    Show Call Attached Variables: available until you assign a disposition to a call if you have permission to view specific information about transferred and conference calls. For more information, contact your administrator.

    Caller ID: number to display to your party.

  • Using the Five9 Softphone Customizing Your Station

    38 Five9 Open CTI Adapter for Salesforce Agents Guide

    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 for your speakers and microphone:

    headsets

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

    Voice connectivity Test: Not in use.

    Ring Audio Device: Determines what device plays incoming call tones. For example, if you have attached speakers, you can choose headset or speakers.

    Speaker Audio Device: Determines the primary source of sound, for example: a headset or the sound card.

    Microphone Audio Device: Determines what microphone is used.

    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 Five9 Softphone Customizing Your Station

    39 Five9 Open CTI Adapter for Salesforce Agents Guide

    Microphone Volume: Enables you to set the volume of the microphone.

    Speaker Volume: Enables you to set the volume of the speaker.

    Enable Automatic Gain Control: Enables you to adjust the 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: 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.

    Alerts TabSelect the sounds to be played 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.

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

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    40 Five9 Open CTI Adapter for Salesforce 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 Showing the Path to a Local Directory.

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

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    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: Calls transferred 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.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.

    If you are part of a domain enabled for TCPA Manual Touch Mode, this feature is disabled.

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    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.

    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.

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    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:

    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.

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    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 status.

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

  • Using the Five9 Softphone Working with Chat Sessions

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    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 a Chat SessionResponding to Chat InvitationsRequesting Help

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

    Initiating a Chat SessionOne or more users may participate in a chat session.

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

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    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.

    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.

    users role

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    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:

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    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.

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    Your supervisor receives a chat request:

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

    2 Click Join Chat.

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    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. The queues are updated automatically. 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.

  • 51 Five9 Open CTI Adapter for Salesforce Agents Guide

    Chapter 5

    Processing Calls

    The Five9 Open CTI Adapter for Salesforce enables you to make and receive external and internal calls from the Salesforce application.

    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 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).

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    Dialing CallsBefore you start to make or receive calls, be sure to set your status appropriately. You can enter a number in the softphone, select a number in a directory, or click a phone number in any Salesforce contact, lead, activity, or account page:

    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, 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/

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    .

    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 disposition specific to the campaigns 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.

    Campaign menu.

    Number entry field.

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    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

    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).

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    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:

    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.

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    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-Dial

    To make calls directly from Salesforce, click the phone icon to the right of the phone number in the details page of a contact, account, or lead, for example. You can use this feature with any phone number in SalesForce.

    Depending on the structure of your campaigns, one of these events occur: Calls that are automatically assigned to a campaign: the phone number is entered

    in the softphone, and a campaign is selected for you. Calls that are not automatically assigned to a campaign: the phone number is

    entered in the softphone, and a message appears briefly at the top of your softphone to select a campaign.

    Note This feature is disabled if you are part of a domain enabled for TCPA Manual Touch Mode.

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    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.

    You may receive internal calls from other agents or supervisors, automated outbound calls made by the dialer, and inbound and queue callback calls from contacts.

    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. For more information, see Call Preview.

    Queue callbacks are calls that you return after contacts who cannot speak with an agent immediately request a callback instead of remaining on the line until their turn arrives. A field in the softphone may indicate the nature of the call.

    Process all calls as described in the features of this chapter.

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    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 PreviewPriority of Inbound Calls 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 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.

    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. For information about configuring your browser, see the VCC Technical Requirements.

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

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    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.

    Priority of Inbound Calls 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

    The preview is identical to that shown in Call Preview above. If available, the record associated with the interrupting phone call or skill voicemail is displayed. You have these options:

    Contact

    Phone numbers

    Option to skip if permitted

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    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.

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

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    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. Depending on your browser configuration, the worksheet opens in a new window or tab.

    1 To open a worksheet, click Worksheet.

    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.

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    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 the task, close the connectors browser window.

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    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 keypad, directly into the field, or by using speed dial, and click Initiate conference.

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    3 After the connection with the third party is established, speak briefly with the 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 conference, 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.

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    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.

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    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 record a voicemail message.Time allowed until the transfer is completed.

    Mute transfer options:

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    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.

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    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.

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    Calls on HoldPlace a party on hold when you need to obtain more information before transferring or finishing the 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.

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    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.

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    Recording CallsDuring an inbound or outbound call, you may record some or all the conversation.

    1 To start the recording, click Record.The button changes from black to red.

    2 To end the recording, click Record again.

    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.

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    2 Select a file.

    3 Click Play.

    Adding Notes to the Call LogAt any time 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.Depending on the configuration set by your administrator, you may see other fields, such as Contact and Title, in addition to the fields shown below.

    StopPlay Pause

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    3 In the menus that appear in your softphone, select the appropriate contact, lead, and other object that you want to associate with the activity record.If you navigate to multiple contacts and other Salesforce objects, each of these records is added as a possible selection in the Name and Related To menus. However, If you add a lead, you cannot add an object to the Related To field. The Salesforce object fields appear as follows: Name field: When you navigate to the details page of a contact, lead, or

    other person account. If you created a contact or person account from a lead during the call, this new entity is in focus in the field. Other entries in the Name field remain unchanged.

    Related To field: When you navigate to the details page of other Salesforce objects, such as an opportunity, account, or case. If you created an opportunity from a lead during the call, this new entity is in focus in the field. Other entries in the Related field remain unchanged.

    If you are required to associate a Salesforce object with the comments that you enter, a warning message reminds you to select a Salesforce object if you have not done so already.For click-to-call only, depending on your configuration, the call log functions in one of two ways: Original functionality: The call log is updated by default with the last record

    that you open during the call. The information, such as case, opportunity, or account, is added to the Name or Related To object field.

    Enhanced functionality:- Outbound calls are associated by default with the first record, which is

    the record that you clicked for the call. The objects from the additional records that you open during the call are added to the Name and/or Related To menus.

    Name of contact or lead.

    Associated object.

    Subject.

    Comments.

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    - Inbound calls are associated by default with the last opened record as in the original functionality.

    In all cases, you may change the default associated record before selecting a disposition. You may also create a record.

    4 To close the section, click Call Log again.For information about locating and using the call log information, see Call Log Activities.

    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.

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

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

    o

    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 in the softphone settings. For more information, see Do Not Call List Tab.

    Adding a number to the list directly at any time:

    Important Before assigning a disposition to the call, be sure to select the appropriate records in the Name and Related To menus so that Task Activity records are associated with the correct Salesforce records.

    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.

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    a Select Do Not Call list.

    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.

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    Chapter 6

    Processing Voicemail and Callbacks

    If you have permission for inbound and internal calls to be 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 may 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.

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    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.Associated campaign.

    Personal voicemail tab.

    Play, pause, stop, and duration indicator.

    Final action.

    Possible actions.

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    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.

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

    Voicemail tab (number of new messages).

    Blue arrow

    Red x

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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.

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    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

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    Scheduling RemindersBefore returning a call, be sure that your status is set appropriately. At any time, you can modify the information or delete the scheduled call.

    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: 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.

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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.

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

    Scheduled CallsAt 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.

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    3 Process the call and the reminder 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 CallsYou 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.

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    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.

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    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.

  • 89 Five9 Open CTI Adapter for Salesforce Agents Guide

    Appendix A

    Migrating to the Five9 Open CTI Adapter

    This appendix applies to you only if you are migrating from the Salesforce CTI Toolkit API versions 3.x, 4.x, or Open CTI to the Five9 Open CTI Adapter.

    Installing the Five9 Open CTI AdapterChanging Call Center Assignment

    Installing the Five9 Open CTI AdapterBefore installing the Five9 Open CTI Adapter for Salesforce, you need to exit the 3.x or 4.x of the Five9 CTI Web Services and the Salesforce adapter.

    1 To stop the adapters, right-click the icons in the system tray and choose Exit.

    2 Install the Five9 Open CTI Adapter as described in Installing and Using the Five9 Open CTI Adapter for Salesforce.

    Important When upgrading, be sure to follow the instructions provided by your administrator before making any of the changes described in this appendix.

    or

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    Changing Call Center AssignmentThe Five9 Open CTI Adapter requires changing the call center to which you are assigned.

    1 At the top of the Salesforce page, under your name, click Setup.

    2 Open My Personal Information.

    3 Click Personal Information.The current call center assignment appears next to Call Center.

    Important This section is not required if your administrator performed this task for you. Perform this task only if your administrator has requested that you do so and has given you the name of the new call center.

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    4 Click Edit.

    5 On the User Edit page, click the magnifier to the right of the call center name.

    6 If the new call center does not appear in the table, search for it by name.You are assigned to the call center.

    7 Click Save.

    For the assignment to take effect, log out of Salesforce and log back in.

  • 92 Five9 Open CTI Adapter for Salesforce Agents Guide

    Appendix B

    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.

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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 platform 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 NewPreparing Your BrowserChromeEnabling Pop-Up WindowsInstallin