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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 © 2016 Five9, Inc. Five9 Plus Adapter for Microsoft Dynamics CRM Agent’s Guide August 2016 The Five9 Plus Adapter for Microsoft Dynamics CRM integrates the Five9 Cloud Contact Center with your Microsoft desktop. This guide describes how to install and use the Five9 Plus Adapter for Microsoft Dynamics CRM.

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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 © 2016 Five9, Inc.

    Five9 Plus Adapter for Microsoft Dynamics CRMAgent’s Guide

    August 2016

    The Five9 Plus Adapter for Microsoft Dynamics CRM integrates the Five9 Cloud Contact Center with your Microsoft desktop. This guide describes how to install and use the Five9 Plus Adapter for Microsoft Dynamics CRM.

  • ii Five9 Plus Adapter for Micosoft Dynamics CRM • Agent’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™

  • Contents

    What’s New in This Guide .............................................................. vi

    Chapter 1Managing the Five9 Plus Adapter for Microsoft Dynamics CRM ..................1Installing the Five9 Plus Adapter for Microsoft Dynamics CRM ............................... 1

    Selecting a Station Type....................................................................... 3Downloading the Softphone................................................................... 3

    Updating the Extensions and the Softphone..................................................... 6Recovering Your Five9 Password .................................................................. 7Removing the Adapter .............................................................................. 8

    Chapter 2Using the Five9 Softphone ............................................................ 12Logging into the Softphone Adapter ............................................................. 12Monitoring Call Queues ............................................................................ 14Understanding Your Adapter...................................................................... 16

    Interaction State Indicator ................................................................... 16Requesting Assistance......................................................................... 17

    About Your Adapter ...................................................................... 17Testing Your Softphone .................................................................. 18Obtaining Application Logs .............................................................. 18Reporting Problems....................................................................... 19

    Customizing Your Station.......................................................................... 20General Tab .................................................................................... 20Audio Devices Tab ............................................................................. 21Automatic Answer Tab ........................................................................ 22Greeting Tab ................................................................................... 23Sound Alerts Tab............................................................................... 24Password Tab................................................................................... 25

    Changing Your State................................................................................ 25Sending and Receiving Instant Messages ........................................................ 27

    Initiating an Internal Chat Session .......................................................... 27Chat Session ............................................................................... 28Broadcast Message........................................................................ 31

    Responding to Chat Invitations .............................................................. 32Participating in Multiple Sessions Simultaneously ........................................ 33Requesting Help from a Superior............................................................ 34

    Accessing your Daily Activities ................................................................... 37Understanding Maintenance and Power Outage Messages ................................... 38

    iii Five9 Plus Adapter for Micosoft Dynamics CRM • Agent’s Guide

  • Chapter 3Processing Calls.......................................................................... 40Dialing Calls ......................................................................................... 40

    Softphone Keypad ............................................................................. 41Contact Database.............................................................................. 45Click 2 Dial...................................................................................... 47TCPA Manual Touch Mode .................................................................... 49

    Receiving Calls ...................................................................................... 49Matching the Phone Number to Contact Records ......................................... 50Viewing Call Variables ........................................................................ 51

    Using Campaign Features.......................................................................... 51Call Preview .................................................................................... 52Recorded Messages ............................................................................ 53Scripts ........................................................................................... 53Worksheets ..................................................................................... 55Connectors...................................................................................... 56

    Making Conference Calls........................................................................... 57Warm Conference.............................................................................. 57Cold Conference ............................................................................... 59

    Transferring Calls................................................................................... 60Cold Transfer ................................................................................... 61Warm Transfer ................................................................................. 62

    Managing Calls on Hold and Parked Calls ....................................................... 63Calls on Hold ................................................................................... 64Parked Calls .................................................................................... 64

    Recording Calls...................................................................................... 66Adding Comments to the Call Log................................................................ 66Ending Calls.......................................................................................... 67

    Selecting Dispositions ......................................................................... 67Ending Interactions ............................................................................ 70

    Adding Numbers to the DNC List .................................................................71

    Chapter 4Processing Voicemail Messages and Callbacks..................................... 73Processing Voicemail Messages ................................................................... 73

    Skill Voicemail Messages...................................................................... 74Personal Voicemail Messages ................................................................ 76

    Processing Missed Calls ............................................................................ 78Managing Reminders and Callbacks .............................................................. 79

    Scheduling Reminders......................................................................... 79Returning Scheduled Calls.................................................................... 81

    Scheduled Calls ........................................................................... 81Manual Calls ............................................................................... 82

    Chapter 5Configuring Your Browser ............................................................. 83Chrome............................................................................................... 83Firefox................................................................................................ 85Internet Explorer ................................................................................... 87

    iv Five9 Plus Adapter for Micosoft Dynamics CRM • Agent’s Guide

  • Enabling Pop-Up Windows .................................................................... 87Adding your Domains to Trusted Sites...................................................... 88Configuring Optional Browser Features .................................................... 89

    Disabling Protected Mode ............................................................... 89Safari ................................................................................................. 91

    Enabling Pop-Up Windows and Plug-Ins .................................................... 91Enabling Cookies ............................................................................... 92

    v Five9 Plus Adapter for Micosoft Dynamics CRM • Agent’s Guide

  • Chapter 3

    What’s New in This Guide

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

    Release Changes

    July 2016 • Initial release of the Five9 Plus Adapter for Microsoft Dynamics CRM.

    vi Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Chapter 1

    Managing the Five9 Plus Adapter for Microsoft Dynamics CRM

    This guide describes all available features. However, you see only the features that you have permission to use and that are relevant to your current task.

    You may continue to use your current adapter after you download the new adapter, but you may not use two different adapters at the same time.

    Installing the Five9 Plus Adapter for Microsoft Dynamics CRMUpdating the Extensions and the SoftphoneRecovering Your Five9 PasswordRemoving the Adapter

    Installing the Five9 Plus Adapter for Microsoft Dynamics CRM

    Be sure that you have the correct credentials: user name (agent ID), password, station number, type of connection, and URL if appropriate. If you encounter problems during the download, contact your administrator.

    • Single sign-on enabledIf single sign-on is enabled in your call center (SSO Login), you log into Microsoft Dynamics CRM and Five9 simultaneously with one set of credentials. In this case, steps 1 and 2 below are combined.a Enter the credentials provided by your administrator.b Continue with step 3 below.

    Important Your administrator may have already configured your browser and installed the adapter. Therefore, follow these steps and Configuring Your Browser only if you are instructed to do so.

    If your browser is already configured, go directly to Logging into the Softphone Adapter to start a session.

    1 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Installing the Five9 Plus Adapter for Microsoft

    • Single sign-on not enabledIf single sign-on is not enabled, you may have two sets of credentials because you must log into Microsoft Dynamics CRM and Five9 sequentially. Follow steps 1 and 2 below.

    1 Log into Microsoft Dynamics CRM.

    2 In the adapter, enter your user name and password.If you are configured for single sign-on, you do not need to enter credentials.

    3 Click Log In or SSO Login.

    4 Continue with the following sections:Selecting a Station TypeDownloading the Softphone

    2 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Installing the Five9 Plus Adapter for Microsoft

    Selecting a Station TypePrepare your station as follows.

    1 Select the type of connectionDepending on the type of station that you select, different fields or options appear. The display for the PSTN and Gateway connections is identical.

    2 Enter the station number provided by your administrator.

    3 For PSTN and Gateway stations, optionally disable Connect to station.

    4 Optionally, check Remember my selection.

    5 Click Confirm.

    Downloading the SoftphoneAs soon as your browser detects that the softphone is not installed, the appropriate download links for your browser appear:

    • Firefox and Internet Explorer: softphone only.• Chrome and Safari: softphone and extension.

    3 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Installing the Five9 Plus Adapter for Microsoft

    1 Click Five9 Softphone, and run or save the file.

    2 If you see this window, click Allow Access.

    3 To start the installation, locate and open the file.

    FirefoxInternet Explorer

    ChromeSafari

    Browser check

    4 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Installing the Five9 Plus Adapter for Microsoft

    4 If you see a security warning, allow the installation.

    5 Click Run.

    6 When done, click Finish.7 Proceed according to your browser:

    – Chrome and Safari: In your adapter, click Five9 Phone Browser Extension.– Firefox and Internet Explorer: Follow these steps:

    a To connect to your station, refresh your browser.b If you see a browser security check, click Allow.

    Firefox

    5 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Updating the Extensions and the Softphone

    When your station is ready, you hear three tones that indicate a successful connection. If not, contact your administrator. Your logged-in time starts now.

    8 To finish preparing your softphone for the session, see the next chapter to select the speakers and microphone (step 5 under Logging into the Softphone Adapter) that you will use and the call queues that you will be monitoring.In the future, to start a session, go directly to Logging into the Softphone Adapter.

    Updating the Extensions and the SoftphoneAfter you have installed the adapter, all updates will be installed automatically if you have logged out of your station.

    As shown below, if an update is available for your type of station, the update appears immediately after you select your station. Updates may be available for one or more type of station at the same time. In this case, an update exists for the softphone option but not necessarily for PSTN and gateway stations.

    Depending on your browser, updates to extensions are automatic or manual:• Chrome: When a new version is released in the Web Store, the update is

    automatic, but you may see a prompt if an action is required. Although you are not required to remove old extensions, Five9 recommends that you do so because old and new extensions look identical in your browser. Otherwise, the old extensions remain in your browser. When done, click Add to Chrome.

    Internet Explorer

    6 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Recovering Your Five9 Password

    • Safari: When a new version is released, you see a button in the adapter when you log in. To install the update, click Download. Safari automatically replaces the old extension with the new one.

    When the new extension in installed, refresh the page.

    If the softphone also needs to be updated, you see these messages immediately following the extension update.

    Recovering Your Five9 PasswordIf you have forgotten your password, follow these steps.

    Other browsers

    Station check Update Audio devices

    7 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Removing the Adapter

    1 At the bottom of the login window of your adapter, click username or password.Both links lead to the same page.

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

    Removing the Adapter

    If you need to remove the softphone adapter, follow these steps. However, if you installed an extension for the Chrome or Safari browser, the extension remains.

    1 Log out of the adapter, and close your browser.

    2 Remove the integration:a Click Start > Control Panel > Programs > Uninstall a Program.b In the list of programs, select Five9 Softphone and click Uninstall.

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

    8 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Removing the Adapter

    c Click Yes to confirm.d When done, close the control panel.

    3 Clear the cache of your browser.The login window for the adapter still appears, but the softphone is no longer installed: if you try to log in now, the installation process starts again.– Chrome:

    a. Click the Chrome menu in the top-right corner of the browser.b. Select More Tools > Clear browsing data.

    d. Select the amount of data that you want to delete, such as the beginning of time to delete everything.

    9 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Removing the Adapter

    e. Check the boxes for the types of information that you want to remove.

    f. Click Clear browsing data.g. Close the Settings tab.

    – Firefox:a. Click Tools > Options > Advanced > Network.

    b. Click Clear Now twice.

    10 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Removing the Adapter

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

    – Internet Explorer:a. Click the cog in the top right corner > Safety > Delete browsing history, or press Ctrl+Shift+Delete.

    b. Check the appropriate boxes, and click Delete.

    11 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Chapter 2

    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 Softphone AdapterMonitoring Call QueuesUnderstanding Your AdapterCustomizing Your StationChanging Your StateSending and Receiving Instant MessagesAccessing your Daily ActivitiesUnderstanding Maintenance and Power Outage Messages

    Logging into the Softphone AdapterBefore logging into the softphone, be sure to log into Microsoft Dynamics CRM.

    Follow these steps to log into your station each time that you want to start a session.• If single sign-on is enabled in your call center, you can log into Microsoft

    Dynamics CRM and Five9 simultaneously with one set of credentials. Go directly to step 3.

    • If single sign-on is not enabled in your call center, follow steps 1 and 2.

    12 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Logging into the Softphone Adapter

    1 Enter your user name and password.If you forget your user name or password, see Recovering Your Five9 Password.

    2 Optionally, check Remember me.Your user name will be remembered, but your password will not.

    3 Click Log in or SSO Login.

    4 Select the type of connection, and enter your station number.

    5 Optionally, check Remember my selection, and click Confirm.When your station is ready, you hear three tones that indicate a successful connection. If not, contact your administrator.

    speakers and microphone

    6 For softphone connections, select the speakers and microphone that you want to use during the session.

    Important Your logged-in time starts now.

    13 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Monitoring Call Queues

    7 Click Confirm.

    8 Select call queues as described below.

    Monitoring Call QueuesCall queues are used to organize interactions into groups. Campaigns may have more than one call queue or skill group; you may be assigned to multiple skill groups.

    When you log into your softphone, select the skills that correspond to the campaign calls and voicemail queues that are assigned to you. If you do not select skills, you can perform only these actions:

    • Receive direct calls, such as extension transfers and calls sent to all agents.• Make manual calls: All call features that you are usually allowed to use are

    available, except campaigns and features that are set in campaigns, such as scripts and worksheets.

    • Transfer a call to a queue that you cannot monitor because you select a recipient from your entire address book, which contains all skills and agents.

    1 Select the queues that you want to monitor during your session.2 Optionally, check Remember my selection, and click Confirm.

    3 To see the content of the queues, open the Queue Stats tab in the softphone.In the above figure, the Queue Stats menu shows that the first queue has contained one call for 17 seconds because no agents are available.

    Calls: number of calls in queue

    Callbacks: number of callbacks

    Longest time in all queues

    Time: longest time in each queue

    Default queue

    Skills: call queues assigned to you

    14 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Monitoring Call Queues

    The default queue is not assigned to agents. Therefore, it does not appear when you select skills. However, if you have permission, you may need to answer calls in that queue.

    updated skills

    If your administrator adds or removed skills while you are logged in, you see one of the messages on the right:

    • To accept new skills, click Activate to immediately accept all skills or click Show Skills to choose your skills.

    • To remove skills, click Show Skills.

    Skills added or removed immediately

    15 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Understanding Your Adapter

    Understanding Your AdapterThis section describes the basic features of your softphone.

    Interaction State IndicatorThe state of the current interaction is displayed immediately below your work state indicator. This information appears in the home window and in the call and voicemail interaction windows (see in-call features).

    In the home window, as shown above, the indicator is a tab that leads to the current interaction. You may also see more than one indicator, such as parked and wrap up. These figures show examples of notification tabs in the home window.

    Telephony Status

    Changing Your State

    Processing Calls

    Requesting Assistance

    Customizing Your Station

    Adding Numbers to the DNC List

    Monitoring Call Queues

    Sending and Receiving Instant Messages

    Processing Voicemail Messages

    Managing Reminders and Callbacks

    During calls: Home button for overdue callbacks & pending voicemail and messages

    Interaction State Indicator

    Reporting Problems

    Accessing your Daily Activities

    Processing Missed Calls

    16 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Understanding Your Adapter

    Requesting AssistanceThis section provides access to several help options.

    About Your AdapterIf problems occur with your adapter, your administrator or Five9 Customer Support may request the version of the adapter installed on your computer. The JavaScript and softphone versions appear in this window and are saved in the logs.

    Talking with customer

    Call preview window

    Customer on hold Customer parked

    Customer parked & call ending Call ending

    Call preview in home window

    Requesting Help from a Superior

    Link to the most recent version of the agent’s guide

    Reporting Problems

    About Your Adapter

    Testing Your Softphone

    Event logs

    17 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Understanding Your Adapter

    Testing Your SoftphoneThis section appears only if you have permission to make test calls. To make a call, click the button. Standard call features are not available although all the buttons are enabled.

    Obtaining Application LogsIf you have problems with your adapter, your administrator or Five9 Customer Support may request one or both sets of application logs to troubleshoot issues. These logs contain the events that occur during your session.

    • Softphone logs: Your administrator or Five9 Customer Support may request these files, which contain information about your adapter. Softphone logs are saved in your computer for four days before being deleted.Log files are located in these folders:– Windows:

    C:\Users\\AppData\Roaming\Five9\Logs\websoftphone

    – Mac: ~/Library/Application\Support/Five9/Logs

    Event logs

    • Event logs: These event logs are located in the softphone.a In the Help menu, click Logging.

    The log window gathers all available information. The process takes 30–60 seconds. During that time, if you click Stop Logging or close the window, the content that has been logged so far is not saved, but the rest of the session information is retained unless the session has timed out.

    18 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Understanding Your Adapter

    b To save the content that you need to send to Customer Support, click Download.The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, 2015 4_14 PM.txt. The file is saved in your default download folder. You may also download this file when you report an issue.

    Reporting ProblemsYou can obtain detailed information about your softphone so that you can resolve issues easily and completely. This feature contains all the information that you need to submit.

    When problems occur, you may see a window such as this one. It contains all the information that you need to forward to your administrator to resolve the problem. The instructions at the bottom explain what to include in an email if possible:

    1 Attach a screenshot of the error.2 Obtain the logs from your softphone (Help > Start Logging).3 While events are logged, reproduce the error.4 Add the above information to an email.5 Send the email to your administrator.

    19 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Customizing Your Station

    Customizing Your StationYou softphone is ready to use, but you can customize it at any time. To do so, click Settings. A new window opens with these tabs:

    The figures show the features that your softphone contains. However, because the display is configured by your administrator, some features may be disabled.

    General TabSelect the options that you want.

    General TabAudio Devices TabAutomatic Answer Tab

    Greeting TabSound Alerts TabPassword Tab

    20 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Customizing Your Station

    • Select Skills at Login: Available if you have permission to access call queues. If you disable this option, you can no longer choose call queues when you log into the adapter.

    • Show Call Attached Variables: Available if you have permission to view specific information about transferred and conference calls. For more information about the variables that you may see and how to use them, contact your administrator.

    • Application language: Available if you are enabled for multiple languages.

    • Change my skill selection: Link that opens your skills options so that you may start or stop following queues.

    Audio Devices TabImportant If you see a browser security check when you select this tab, click Allow. Otherwise, the speaker and microphone menus are empty.

    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.

    21 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Customizing Your Station

    Set the voice controls for your speakers and microphone:• Audio Output: List of available speakers. Your external headset appears in the

    menu when it is plugged into your workstation. To adjust the volume, move the slider left or right as needed.

    • Microphone: List of available microphones.• Automatic Gain Control: If enabled, you can adjust the amplification of the

    microphone so that the result remains constant.• Acoustic Echo Cancellation: If enabled, you can improve voice quality by

    preventing or removing echoes.• Restart Station: Enables you to disconnect and reconnect your station.

    Echo Call

    • Echo Call: Enables you to test the audio quality of your station. To record a message that will be played back to you, click Echo Call. Listen to the recording, and record a brief message, When you are done, click Stop Echo Call.

    Automatic Answer TabIf you have permission, you can set the softphone to answer incoming calls automatically. If you do not select these options, before each call, 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. If you see a security check when you select this tab, click Allow.

    22 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Customizing Your Station

    • 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.

    • Automatically Accept Voicemails: Incoming voicemail messages are automatically accepted in your voice mailbox.

    Greeting TabThe greeting is a WAV file that is played to callers as a greeting when they reach your Five9 personal voice mailbox. To obtain or create the file, contact your administrator.

    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.

    23 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Customizing Your Station

    1 To upload a file, click the field and locate the file.2 Click Upload.

    Sound Alerts TabSelect the sounds to be played when you receive a call, message, or reminder.

    Callback reminder opens

    Instant chat message

    Outbound call from the dialer

    Call from the dialer

    Incoming call

    Preview call

    Internal call

    24 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Changing Your State

    Password TabThis tab is available if you have permission to change your password. This feature enables you to change the password that you use to log into your Five9 adapter if you do not use single sign-on. Your administrator selects the password requirements, such as length and characters that you may use. The requirements listed in the figure below are only an example. To change your password, complete the fields.

    Changing Your StateYour state determines your ability to process calls and to receive voicemail messages. When you log in, your state is Not Ready.

    To change your state, click the tab at the top of your softphone:

    Important Each time that you change your state, the timer returns to zero. Be sure to always select the appropriate option so that your work time is reported correctly.

    25 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Changing Your State

    You can also change your state ahead of time so that the change takes effect at the end of the current event:

    • To change from ready to not ready at the end of a call, select a Not Ready reason code during the call. You will be set to that state after you finish the call. In the meantime, the pending state is used by Five9 to route calls to other agents.

    • To change from not ready to ready, select a Ready state, such as Voice.

    Ready options Not Ready options Logging out

    Cannot receive calls but can make manual calls. You may need to select a reason, such as taking a break.

    - Ready: Ready to work with all available channels.- Ready for: Specific options.

    - Voice: Make and receive all types of calls but not voicemail.

    - Voicemail: Receive voicemail but cannot make and receive calls.

    Softphone disconnected after you select a reason. You cannot make or receive calls and use voicemail.

    26 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Sending and Receiving Instant Messages

    Sending and Receiving Instant MessagesTo exchange messages in real time with supervisors and other internal users, you may start or participate in chat sessions. You cannot use a chat session to communicate outside your organization. You may participate in multiple messages simultaneously. In this case, you can open each one in a separate new window.

    The number and duration of new and read messages available in your softphone is set in the system, for example 30 days. If an expiration date is set, old messages eventually disappear from your softphone. Because settings may vary, you may not always see the same number of new and read messages.

    1 In the home window, click the Messages tile.

    Initiating an Internal Chat SessionResponding to Chat InvitationsParticipating in Multiple Sessions SimultaneouslyRequesting Help from a Superior

    Initiating an Internal Chat SessionOne or more internal users can participate in a chat session. You can create a chat session or broadcast a message to multiple internal users.

    Important Each chat or broadcast message is limited to 1024 characters. Longer messages are automatically truncated. You are not notified.

    New message (blue)

    Old message (gray)

    Additional pages

    Six messages in each page

    27 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Sending and Receiving Instant Messages

    Chat Session1 Click New IM.

    2 Select the users that you want to invite, or search for participants by entering part or all of their name in the search field.

    3 Click Confirm.The names of the participants appear at the top of your chat window. The users receive an invitation. If a user declines or does not respond to your invitation, you receive a message.

    28 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Sending and Receiving Instant Messages

    4 After the users accept your invitation, enter a message in the field.The chat text appears in the main window. The rest of the conversation appears below your initial message.

    5 To add users from the chat, click Add in the top right corner.

    The same menu that you used earlier to select users reappears, but the current participants are shown at the top of the list.

    29 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Sending and Receiving Instant Messages

    6 Select or search for additional participants.

    7 Continue the session.

    8 To end the session, click End.

    30 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Sending and Receiving Instant Messages

    9 To end the session permanently, click End Conversation.To end the session temporarily, click Cancel and close the message. You can retrieve it later from your list of messages.

    Broadcast Message1 Click New Bc.

    2 Select the recipients.

    3 Enter your message, and click Send.

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  • Using the Five9 Softphone Sending and Receiving Instant Messages

    The message appears in your softphone preceded by an icon.

    Responding to Chat InvitationsWhen another user or supervisor invites you to a chat session, you see a message such as this one. Click the text at the bottom to open a chat window.

    When you participate in a chat that you did not create, you can leave the chat as shown below, but you cannot close it. All other participants remain in the chat session.

    32 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Sending and Receiving Instant Messages

    Participating in Multiple Sessions SimultaneouslyThe message window displays all your active and inactive chat and broadcast messages. When the number exceeds six messages, you find the additional messages on subsequent pages.

    To access an ongoing conversation or to continue to communicate with the same users of a message that you broadcasted earlier, click a message.

    Links to other pages

    33 Five9 Plus Adapter for Microsoft Dynamics CRM • Agent’s Guide

  • Using the Five9 Softphone Sending and Receiving Instant Messages

    • Broadcast message:

    – To close the window, click Dismiss.– To start a chat session with the same or other users, click IM.

    You can now chat with the current users, or you may add users to the session. However, you cannot remove the current users.

    • Chat session: Click Start Chat, and enter your message.

    Requesting Help from a SuperiorThis option enables you to rapidly contact your supervisor or administrator to request help. Your supervisor receives a chat invitation. You may create or participate in a chat session whether your state is ready or not.

    1 In the Help menu, click Request Help.

    Note You may send but not respond to a broadcast message.

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  • Using the Five9 Softphone Sending and Receiving Instant Messages

    2 Select one of these options:– Administrators– Supervisors.

    - Select the appropriate skills, for example a specific skill, such as in this figure.

    3 Click Send Request.You hear an alarm and see this message.

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  • Using the Five9 Softphone Sending and Receiving Instant Messages

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

    5 To join the chat session, click the text.

    6 As needed, enter messages in the field, and click Send.When the issue is resolved, you or your administrator may end the session. If your administrator ends the session, a note appears in your chat window.

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  • Using the Five9 Softphone Accessing your Daily Activities

    Accessing your Daily ActivitiesYour application saves all call data and the comments that you add to the call log.

    To review your activities, click Calls Today in the Home window of the softphone. A report that displays the tasks and calls that you completed during the day opens in the workspace. You may have permission to configure and schedule a report.

    This figure displays a report for the agent.

    • To sort the columns, click the arrows next to the column names. • To see the parameters for the current report, click the + (plus) sign.

    Name and Related objects associated with the callCall log

    During a call, each time that you navigate to a page, these menus are populated as follows:• Name: If it is a contact, lead, or account page.• Related To: If it is any other page.Before selecting a disposition, choose a name and/or related object.

    All activity appears in the Activity History section of each selected object. In this example, the agent selected the opportunity Dickenson Mobile Generators in the Related field and the contact Pierre Tessier in the Name field.

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  • Using the Five9 Softphone Understanding Maintenance and Power Outage Messages

    • To open the record that corresponds to a call, click an entry in the table. Any comments that you entered in the softphone are displayed in the Description field of the record.

    The information added to the Name and Related To menus is displayed in the Regarding field:

    Understanding Maintenance and Power Outage Messages

    If you are logged into your station and in Ready state when Five9 maintenance or a power outage affects your domain, you may see one or more of these messages. Your supervisor may provide instructions to minimize the impact to your work.

    When maintenance is about to start, you will be notified 10 minutes before the event by your supervisor. Maintenance may last from a few minutes up to several hours. Depending on the type of work that Five9 needs to perform, your actions may be partially or totally restricted. For example, in some cases, connected calls are dropped, but calls in your queues remain. You may be able to make campaign-related manual calls, preview calls, return voicemail messages, and receive calls from inbound campaigns.

    Important Although the report has many parameters and filters, do not modify the layout before contacting your administrator.

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  • Using the Five9 Softphone Understanding Maintenance and Power Outage Messages

    After maintenance is completed, you may need to install a new software version.

    Description Message

    The timer indicates when your actions will be restricted. You may finish your current call and any calls in your personal queue.

    During maintenance, your domain may be moved temporarily, which may restrict your actions.

    Your station is temporarily disconnected and automatically reconnected when maintenance is completed.

    The work is completed. Restrictions imposed during maintenance are removed. You may receive specific instructions from your supervisor about any required follow-up actions.

    A schedule maintenance was canceled. You can continue to use your station.

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  • Chapter 3

    Processing Calls

    Your Five9 Plus adapter enables you to make and receive external and internal calls from your CRM application. This chapter describes all features. However, the features that you see and the tasks that you may perform depend on your permissions and on the features enabled in each campaign by your administrator. opened browser tabs and windows

    Before you start to make or receive calls, be sure to set your state appropriately.

    Dialing CallsYou can enter a number in the softphone, select a number in a directory, or click a phone number in any contact, lead, activity, or account page:

    Softphone KeypadContact DatabaseClick 2 DialTCPA Manual Touch Mode

    Important Each 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, Chrome, or Safari).

    If you close all browser windows during a call, the call is dropped because the softphone is a browser plug-in.

    Dialing CallsReceiving CallsUsing Campaign FeaturesMaking Conference CallsTransferring Calls

    Managing Calls on Hold and Parked CallsRecording CallsAdding Comments to the Call LogEnding CallsAdding Numbers to the DNC List

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  • Processing Calls Dialing Calls

    Softphone KeypadThis section describes how to use the keypad.

    1 To open the dialing menu, click New Call.

    2 Click Keypad, and enter the phone number.You must enter according to you domain configuration:– 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 organization is enabled for international calls, follow the requirements

    set by your administrator about entering international and in-country phone numbers. For example, you may be required to use the E.164 format for all external calls. In a phone number field, you may enter up to 15 digits, starting with the plus sign (+) and the country code. The default country code is based on your location. You can find a contact's international number in many ways.

    . international calls

    a Enter the country code in the field.b Enter part of the name in the search field: country code or contact name or

    selected groups, such as agents, skills, and speed dial.

    3 If appropriate, select a campaign.The campaign choices depend on the skill queues that are assigned to you. If you select a campaign that contains scripts, worksheets, and/or connectors,

    Campaign menu

    Number entry field

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    http://www.nanpa.com/

  • Processing Calls Dialing Calls

    additional options appear in the adapter when your party answers the phone. For more information about these features, see Using Campaign Features. If you associate the call to a campaign, you may assign to the call a campaign-specific disposition and include the phone number in all campaign reports.

    4 Click Dial.keypad open

    After you place the call, the call information is displayed in the adapter. 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. The menus can be expanded are collapsed. All elements that are too long to appear entirely in the softphone are followed by an ellipsis (...) and have a tool tip.

    in-call features

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  • Processing Calls Dialing Calls

    This figure shows all the features of the adapter.

    43 Five9 Plus Adapter for Micosoft Dynamics CRM • Agent’s Guide

  • Processing Calls Dialing Calls

    DTMF tones

    Call-ending options

    Scripts and worksheets, when available

    Chat, reminder, recording, keypad, & park

    Audio files

    Hold & mute

    Type of call and call duration

    Called name or number

    Call log with show/hide option

    Campaign

    Contact information with optional link

    Conference & transfer

    Connectors

    Left to right:

    Object associated with the call

    Session duration

    Option to show/hide contact information

    Tool menu with show/hide option

    Call origin, such as agent or outbound call

    Numbers that correspond to the tones that you hear when you enter additional numbers in the keypad or in your keyboard during a manual call, warm transfer, or conference (warm or cold). For example, these tones occur when you follow a phone menu to reach a contact after you have dialed the main number. You cannot delete these numbers.

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  • Processing Calls Dialing Calls

    Contact DatabaseTo save you time in finding the records, Five9 saves the internal and external phone numbers of your organization and the names of Five9 agents and skills in a contacts menu. 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 If you already know the name of the party, enter it in the field in this format, starting with the word agent or skill:

    agent:

    skill:

    Example skill:InfodevTestOtherwise, click Contacts.

    The menu contains tabs for skills, numbers or codes, agents, an aggregate of all speed dial numbers, and a search field at the top.

    3 Select a tab.

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  • Processing Calls Dialing Calls

    – Search field: As you enter search criteria, the list of entries is narrowed down to a list that match your criteria.

    – All: All agents whether or not they are logged in or available. Agents who are logged in and ready for calls are shown in green.

    – Skills: Agents who have a specific skill.– Speed Dials: Number or code that represent a speed dial number.– Agents: Agents who are logged in and ready have a green mark. Otherwise

    they have a red X.– Agent State: Agents who are in a specific state.If you mouse over an entry on the left, you can see a tool tip that displays the name, description, and phone number of the entry.

    4 In the left column, click an entry.The right side displays all the information about the entry if it is available: type, name, user name, email address, extension, and state.If you hover over a speed dial entry, a tool tip appears. The telephone number and description appear on the right

    5 Click Select.The name, code, number, or email address is entered in the keypad.

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  • Processing Calls Dialing Calls

    6 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.

    7 Click Dial.

    Click 2 DialThis section uses an example field called Object1. This might represent any of the objects that Microsoft Dynamics CRM uses, such as a contact.

    1 Open and log into the adapter.

    2 Click New Call.

    3 Open a record.The phone number is automatically added to the phone number field of the adapter.

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  • Processing Calls Dialing Calls

    4 To start the call, click the number in the adapter.The phone number is transferred to the dialer, and the correct campaign is selected if it is present. In addition, search results are displayed below the phone number. If no results are found, a new record is opened.

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  • Processing Calls Receiving Calls

    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. These figures show what you see when you need to type the number.

    Receiving CallsTo receive calls, your state must be ready for voice. 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 if applicable. When you receive a call, you may see a notification such as this one, except if you use Internet Explorer.

    These messages are useful if you minimize or hide your adapter behind another application. These messages apply to all types of calls and contain specific information:

    • Incoming outbound, inbound, internal, or other call: name or phone number and campaign

    • Incoming skill or personal voicemail: name or phone number and campaign• Reminder that is due• Internal chat or broadcast message: name and message• Maintenance notifications

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  • Processing Calls Receiving Calls

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

    Queue callbacks are calls that you return after contacts who cannot immediately speak with an agent 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.

    To modify the notification settings, click the cog in the lower right corner. The figure on the right displays the Firefox options. You can delay or disable browser notifications at your convenience.

    If you enabled the auto-answer options in your softphone, you receive calls automatically. If you have permission, you may reject ringing calls.

    Matching the Phone Number to Contact RecordsViewing Call Variables

    Matching the Phone Number to Contact RecordsWhen you receive a call, your application locates the records that match the phone number and displays the information in your work space. The call is then connected to your station.

    Matches What you see Your action

    Multiple records match. List of possible matches. Select the correct one.

    One record matches. Caller’s details displayed in a tab labeled with the contact's first and last names.

    Edit the fields as needed.

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  • Processing Calls Using Campaign Features

    Viewing Call VariablesDuring phone calls, you may also see information about call variables. Variables are used by your application to find for you the most appropriate information. Variables can belong to many groups, such as agent, call, contact, and IVR. You may see variable names such as MyCallVariable.InteractionId.

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

    Outbound campaigns are used to call lists of contacts by using an automatic dialer and to deliver the calls to you. Inbound campaigns are used to receive customer calls coming from a DNIS. In all cases, calls are processed according to the rules configured by your administrator.

    Call PreviewRecorded MessagesScriptsWorksheetsConnectors

    No record matches. New object tab. The object can be one or more from this list:• Answer• Contact: default• Incident• Opportunity• Organization• Task

    Enter the necessary information.For contact fields, if you do not complete the fields, the contact is saved under the number but without a name.

    Matches What you see Your action

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  • Processing Calls Using Campaign Features

    Call PreviewThis feature may be enabled in outbound campaigns. An incoming call notification opens before the call is connected to your station. As soon as you change your state to ready for voice, a call preview may be displayed. The preview contains the details about the contact record and the campaign name if applicable. If the notification has a time limit (red timer), the timer begins immediately. If you exceed the previewing time limit, your state may be changed to Not Ready.

    Depending on the campaign configuration, the contact may be dialed automatically, or you may choose when to call the contact after you review the details. You cannot be interrupted after you have decided to call a previewed contact. You may have permission to decline the call. In this case, you are required to select a disposition that indicates the reason.

    These figures show how these calls may appear. The phone number menu contains a list of all phone numbers stored for the contact.

    While previewing outbound contacts, 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

    Notification in home windowClick the Call Preview tab.

    Notification during callThe notification may also appear while you are

    working away from the home window.No time limit Time limit

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  • Processing Calls Using Campaign Features

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

    The record associated with the interrupting phone call or skill voicemail is displayed. You have these option:

    • Process the call or voicemail. After you assign a disposition, you are returned to the contact record that you were previewing, with the preview timer reset to 0. You may preview the record again 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.

    Recorded MessagesSome campaigns may contain recordings that you may have permission to play during calls, when connected to an answering machine, and while recording calls. These recordings contain a skill message, such as the terms of a contract, that you play to callers instead of reciting.

    1 Click Audio Files.

    2 Select a file, and click Play.

    ScriptsA script is a set text that you are required to say during a call to ensure consistent customer service with every call. As soon as the connection is established with your

    PlayStop

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  • Processing Calls Using Campaign Features

    customer, a script may be displayed in 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.

    The script opens a Web page that contains the text that you must read and possibly menus and fields in which you enter the customer’s information.Example Simple introduction script

    Example Web pageThe 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.

    Note You cannot use this feature with Internet Explorer.

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  • Processing Calls Using Campaign Features

    2 After you have read 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. Depending on your browser configuration, the worksheet opens in a new window or tab.

    1 To open a worksheet, click Worksheet.

    Note You cannot use this feature with Internet Explorer.

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  • Processing Calls Using Campaign Features

    2 For each question, enter the customer’s answers in the field, and click the green arrow.

    3 When done, click Finish.

    ConnectorsConnectors are links to external applications that you can use to find information or complete a form:

    • Information:– Customer data, call details, agent information, and worksheet data.– Call parameters such as call length, handle time, wrap-up time, skill transfer,

    queue time, and hold time.

    • Actions:– Post data to a Web page or Web form.– Look up a contact record in another local or Web application.– Send information to or request information from an external database.– Use a third-party tool.

    Your administrator may have enabled automatic or manual connectors in some of the campaigns:

    • Automatic connectors open when a specific campaign event occurs, such as when a record is selected or when a call is connected, disconnected, in preview mode, or is assigned a specific disposition.

    • Manual connectors appear as a button in the softphone menu:a During the call, click Connectors, and select an option.b When done, close the connector’s tab.

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  • Processing Calls Making Conference Calls

    Making Conference CallsDuring calls, you can create and participate in conference calls with three or more internal or external parties. You can create a conference call in one or two steps:

    • Two steps (warm or attended): Check Warm conference to place the first party on hold before adding a participant. This method enables you to speak briefly with the participant before starting the conference.

    • One step (cold or blind): Add the participant and start the conference at the same time.

    Specific options are available during warm and cold conferences.

    1 Click the conference icon.

    2 Enter the third party’s phone number, or select a number in the Contacts database.You can invite an agent, skill group member, or other party. You may enter only part of the name in the Filter field.

    Warm ConferenceThis method enables you to speak with the third party before starting the conference.

    1 Click Warm, and click Initiate Conference.

    To start, click conference icon.

    Your party is placed on hold, and the dialing options open.

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  • Processing Calls Making Conference Calls

    2 If you need to enter additional number to reach your party, open the keypad.When using the keypad or your keyboard to manually enter the number, you may hear the tones that represent the numbers that you entered to navigate through the contact’s phone menu. The numbers are displayed below the keypad.

    While you speak to the third party, the person on hold hears music.

    3 After the connection 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 start the conference, click Add Participant.

    Connecting ConnectedInitiatingSteps 1 – 3 above Steps 4 – 5 below

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  • Processing Calls Making Conference Calls

    The party on hold is retrieved. In addition to the standard call options, several conference options are available as show below. If you leave the conference before it ends, you must assign a disposition for your segment of the call. The other participants remain in the conference.

    5 To end the conference call, select an option:– One step: click End Interaction, and select a disposition. Do not choose this

    option if you want the other parties to continue to speak.– Two steps: (1) click End Call > add notes to the call log > (2) End Interaction >

    select a disposition. Generally, this method gives you more time to finish all work related to the call.

    For more information, see Adding Comments to the Call Log and Ending Calls.

    Cold ConferenceThis method enables you to start the conference immediately: both parties can hear all sounds while you prepare the conference, such dialing the third party, phone ringing, listening to voicemail, and prompts.

    1 Click the conference icon.

    2 Enter the third party’s phone number.

    Disconnect the participantLeave the conference and terminate the call

    From left to right, top to bottom:

    • Hold and mute• Add other participants• Start chat session, schedule

    reminder, record, & open keypad• (Transfer and park are not

    available.)

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  • Processing Calls Transferring Calls

    3 Click Add Participant.

    4 If you need to enter additional number to reach your party, open the keypad.When using the keypad or your keyboard to manually enter the number, you may hear the tones that represent the numbers that you entered to navigate through the contact’s phone menu. The numbers are displayed below the keypad.

    5 Proceed with the conference and end the call as usual.

    Transferring CallsIf you have permission, you may transfer a call to another agent, skill group member, internal or external party, or campaign. Before customers are transferred, they are put on hold. You can transfer a call to a queue that you cannot monitor because, in this case, you select a recipient from your entire address book, which contains all skills and agents. For

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  • Processing Calls Transferring Calls

    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 it as you would any other call. After you complete your part of the call, assign a disposition. 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. During a one-step transfer, the customer hears everything before the recipient answers the phone, such as ringing, music on hold, and voicemail.

    When a transfer is not completed, such as when the recipient is not available, the call is returned to you and parked. You then need to complete the call appropriately by transferring it to another recipient or to voicemail or by retrieving the call.

    1 Click Transfer.2 Enter the transfer destination phone number.

    Cold TransferIf you transfer the call to an external number, you are prompted to set a disposition. If you transfer the call to another agent or skill, the recipient sets the disposition at the end of the call.

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  • Processing Calls Transferring Calls

    1 Optionally, to limit the time to allow for the other agent to answer the transferred call, modify the default time-out.If the recipient does not answer in the allotted time, the call is transferred to the recipient’s voicemail, if you check the option below, or the call is returned to you.

    2 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, you must either retrieve and finish processing the call or transfer it to another agent.– 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.

    3 Click Complete transfer.

    4 Select a disposition.

    Warm TransferThe time-out and voicemail recording fields are inactive because they do not apply to warm transfers. When using the keypad or your keyboard to manually enter numbers, you may see below the keypad the numbers that represent the tones that you entered to navigate through the contact’s phone menu.

    Voicemail option

    Time-out option

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  • Processing Calls Managing Calls on Hold and Parked Calls

    1 Enter the contact’s name or number.

    2 Check Warm transfer, and click Initiate transfer.

    3 Select a disposition.

    4 Speak briefly with the third party (recipient of the transferred call) before transferring the party who is on hold (red icon below).

    5 To transfer the party who is on hold, click Complete.

    Managing Calls on Hold and Parked CallsYou can place a call on hold for a short time to complete a task. You can park a call by keeping a party on hold for a longer time while you make or receive another call. While a call is on hold or parked, you can transfer the call or create a conference.

    Warm transfer

    Initiate transfer

    Select disposition

    Complete transfer

    1

    2

    3

    5

    Speak with third party

    4

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  • Processing Calls Managing Calls on Hold and Parked Calls

    Calls on HoldDuring a call, click the hold icon when you need to obtain more information before transferring or finishing the call. The icon becomes red. While on hold, your party hears music. The timer indicates how long the caller has been waiting. To take the call off hold, click the button again. When you place a caller on hold, you can perform certain activities, but you cannot start another call.

    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. If you do not have permission to park calls, the button does not appear. You can only park one call at a time.

    1 During a call, click Park.

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  • Processing Calls Managing Calls on Hold and Parked Calls

    2 Click New Call, and complete the new (second) call as needed.

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

    Conference Parked Call: You can add the party to an existing conference call. For example, while the first party is waiting, you can call a second party. When the connection is established, you retrieve the park call and add the first party to the second call in one step: Parked Calls > Conference Parked Call.

    Information about the parked call, including duration

    Multiple parked calls

    New call tab

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  • Processing Calls Recording Calls

    Recording CallsYou may have permission to record part or all the conversation. You can record internal and external calls. If enabled by your administrator, call recordings may continue after you transfer the call.

    1 During a call, click the recording icon.

    The button changes from black to blue. While you are recording the call, you may place the customer on hold, as shown in the figure on the right.

    2 To end the recording, click again the recording icon.

    Adding Comments to the Call LogAt any time before you select a disposition, whether during a call, call preview, and even while the phone is ringing, you can add comments to the call log. For information about locating and using the call log information, see Accessing your Daily Activities.

    1 Click Show.The basic call log contains a subject and a text field.

    2 In the Subject field, enter a title or the date and time as needed.

    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.You can automatically associate the call log with these objects:

    Record onlyRecord and hold

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  • Processing Calls Ending Calls

    - Name: account, contact, and lead.- Related To: account, contact, lead, opportunity, quote, order, invoice,

    case, and contract.For example, when you click a name in your application, the name is added as a contact in the softphone.

    4 Enter notes in the Comments field.

    5 To close the section, click Hide.

    Ending CallsWhen you end a call or your part of a transfer or conference call, you select a disposition.

    Selecting DispositionsWhen you or your contact ends a call, you indicate the result of the call by selecting a disposition. You can process another call immediately afterward. In some campaigns, the system automatically sets a disposition after a certain time or automatically sets system dispositions, such as No Answer, Busy, Fax, Answering Machine, and Dial Error. For preview calls, you need to select the dispositions manually.

    In some cases, dispositions are not final or have specific conditions. For example, if you want to redial a number later because a phone line is busy, choose a disposition that enables you to do so, such as Agent to Redial. In this case, you set a timer to redial the number after the specified amount of time. You may see dispositions similar to these:

    • Busy: The number that you called is busy.• No Answer: The phone ringing but no answer.• Fax: The number that you called is a fax machine.• System: This value is selected automatically in case of system failure, such as a

    lost connection.• Add to DNC List: The number is added to the do-not-call list.• Left Message: You left a voicemail message.• Answering Machine: You did not leave a voicemail message.• Scheduled Callback: You scheduled a return call.• Not Interested: The called party is not interested.• Agent to Redial: You set a timer so that you may call this number again later.

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  • Processing Calls Ending Calls

    1 Click Set Disposition.Depending on the number of dispositions available for the current interactions, the menu contains these options:– Only one option: The button is End Interaction instead of Set Disposition.

    Click the button to end the interaction.– Two to five dispositions: The recent dispositions do not appear at the top of

    the list.– More than five dispositions: The cursor is in the search field, and the first

    disposition in the list is selected.

    2 Select a disposition or enter in the search field a few characters the are part (beginning, middle, or end) of the name until only your option remains.You can use the arrows on your keyboard to navigate up or down the list.

    Search field

    Last three selected dispositions

    Alphabetized list

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  • Processing Calls Ending Calls

    When you select a special-purpose disposition, such as connector or callback reminder, a window opens as in the figure below. In this example, the callback reminder contains all the call information. You only need to select a date and time.

    3 Press Enter to confirm the selection and end the interaction.

    Example 1 Example 2Only one disposition contains the letters.

    Multiple dispositions contain the letters.

    Example 3

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  • Processing Calls Ending Calls

    Ending InteractionsYou have two options:

    • Wrap-up mode not enabled: Use this option if you have already completed the call-related work. Click Set Disposition, and choose a disposition. Click End Interaction. The call is automatically disconnected.

    • Wrap-up mode enabled: Use this option to complete any call-related work after the call is disconnected.a Figure 1: To disconnect the call, click End Call.b Figure 2: Finish the call-related work. When done, click Set Disposition.c Figure 3: Select a disposition, and press Enter or click End Interaction.

    31 2

    If you exceed the wrap-up time limit set in the campaign, your state may be changed to Not Ready. If this occurs, complete your

    work, and reset your state to Ready.

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  • Processing Calls Adding Numbers to the DNC List

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

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

    • Using a disposition to add a number to the list when ending a call: Select the Do Not Call disposition.

    • Adding a number directly to the list: in the main softphone window, click Do Not Call list, enter the ten-digit phone number, and click Add to DNC.

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  • Processing Calls Adding Numbers to the DNC List

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  • Chapter 4

    Processing Voicemail Messages and Callbacks

    You may have permission to receive skill and personal voicemail messages and to schedule and return calls. Before working with voicemail and callbacks, be sure that your state is set appropriately.

    Processing Voicemail MessagesProcessing Missed CallsManaging Reminders and Callbacks

    Processing Voicemail MessagesYou can play, save, transfer messages, and return calls:

    • Skill Voicemail Messages: The number of messages that you receive depends on the number of agents logged into the skill: if few agents are logged in, you may receive many messages, but if many agents are logged in, you receive fewer messages.

    • Personal Voicemail Messages: Messages sent by other agents are considered personal. You can access them at any time regardless of your state. These messages appear as a list.

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  • Processing Voicemail Messages and Callbacks Processing Voicemail Messages

    Skill Voicemail MessagesWhen your state is set to accept voicemail, incoming messages appear automatically at the top of your softphone if a skill queue contains a voicemail message. Until you accept the message, the tab remains opened. You receive only one skill voicemail message at a time.

    1 Click Accept.If you reject the voicemail, the notification closes and disappears, but it reappears after a couple of minutes until you or another agent processes the message.All the record information available about the contact in displayed in the adapter such as name, address, phone numbers, campaign, and date.

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  • Processing Voicemail Messages and Callbacks Processing Voicemail Messages

    2 Process the message as needed:

    3 When done, click Processed.The message disappears. It is replaced by the next skill voicemail message until no new messages are pending.

    Play Pause

    Stop Transfer

    Save WAV file Schedule reminder

    Return call Delete

    Final action

    Duration of message

    CallerCampaignCaller’s numberDate and time of message

    Numbers of skill and personal messages

    Available actions (see below)

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  • Processing Voicemail Messages and Callbacks Processing Voicemail Messages

    Personal Voicemail MessagesWhen you have a new message, a notification appears at the top of your softphone. Each message displays contact information if it is available.

    1 To listen to your message, click the Voicemails tile.2 Select the Personal tab.

    Messages are sorted by date. You may also receive an email message with the voice recording attached as a WAV file.

    3 To sort your messages, select one of the options: by age or by phone number.The message tab provides the caller’s name, the date, the time, and the duration of the message. You may need to hover with the mouse over the message to see the complete information.

    4 Click a message.

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  • Processing Voicemail Messages and Callbacks Processing Voicemail Messages

    5 Process the message as needed.For example, in this figure, the message is being transferred to another recipient.

    6 To close the voicemail tab, click the home icon.

    1 Enter a number in the field or click Contacts to use speed dial.

    2 Click Complete transfer.

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  • Processing Voicemail Messages and Callbacks Processing Missed Calls

    Processing Missed CallsIf you have permission, you can view and return the calls that you missed during the current logged-in session. If you log out and back in during the day, the list is reset.

    This feature does not apply to internal calls.

    You can miss calls when you are not connected to your station, are not ready for calls, are processing a call or reject an incoming call. These calls apply to your personal queue and to calls transferred by an agent or an extension.

    Your missed calls are saved for 60 days. You may sort and view missed calls from the current session to the last 60 days. The tab displays the number of missed calls. To view a list of your missed calls, open the tab.

    The most recent call is at the top. The call details contain know information about the first and last names of the caller, the phone number, and the date and time of the call.

    To return a call or create a reminder, click an item in the list, and select the appropriate action.

    Note You may miss calls if you disable automatic answer in your softphone settings. For more information, see Automatic Answer Tab.

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  • Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks

    Managing Reminders and CallbacksYou can schedule a date and time to return a call. Depending on your configuration, the features described below may differ slightly from what you see.

    Scheduling RemindersReturning Scheduled Calls

    Scheduling RemindersAt any time, you can modify the information or delete the scheduled call. You may schedule callback reminders during a call, between calls, and while processing a voicemail message. The process is the same.

    1 Reach the New reminder window.– During calls & while processing voicemail message:

    Click the calendar icon > New Reminder.

    – Between calls:Open the Reminders tile in the home window > New Reminder.

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  • Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks

    2 Complete the fields.– Name or number: If you schedule a reminder during a call, the caller’s

    information is automatically entered in the field. Otherwise, you may use the keypad, the contact database, or you may enter a name or number directly in the field.

    – Date and time for the call: You can change the default date and time manually or by using the calendar.

    List of pending reminders

    Change the date: click day or arrow at top to see next month.

    Change the time: click clock.

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  • Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks

    – Optional comments (maximum 250 characters).– Campaign: A campaign may be automatically selected. Otherwise, if the

    menu is available, you may change the current selection.

    3 Click Save Reminder.

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

    Scheduled CallsAt the scheduled date and time, a callback notification opens. The notification contains all the available information about the sender or the contact record if appropriate. When preview dialing is enabled for an outbound campaign, a preview window displays the call details at the scheduled time. You may have permission to skip the callback. Otherwise, you may call, wait five minutes, or temporarily dismiss the callback.

    Process the call as needed. When you are done, the reminder is automatically deleted.

    Return to month.

    Change single minutes.Change intervals.Change AM/PM.

    Select interval.

    Click to close.

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  • Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks

    Manual CallsYou can return a call at any time.

    1 Open the Reminders tile.

    2 To rearrange reminders, select one of the options, ascending or descending.

    3 To see the details of the callback, click the item 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.

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

    5 Process the call as needed.The reminder is automatically deleted.

    Reminders ar