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Five9 Plus Adapter for Microsoft Dynamics CRMAgent’s Guide

November 2017

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™

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

Contents

What’s New................................................................................ 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..................................................... 6Managing Your VCC Account ....................................................................... 8

Changing your Password and Security Answers ............................................ 8Recovering your Password..................................................................... 9

Forgotten Password ....................................................................... 9Incorrect Password ....................................................................... 12

Removing the Adapter ............................................................................. 13

Chapter 2Using the Five9 Softphone ............................................................ 18Logging into the Softphone Adapter ............................................................. 18Connecting to Five9 UC for Microsoft ........................................................... 19Preparing Your Station............................................................................. 20Monitoring Call Queues ............................................................................ 21Understanding Your Adapter...................................................................... 23

Interaction State Indicator ................................................................... 23Requesting Assistance......................................................................... 24

About Your Adapter ...................................................................... 24Testing Your Softphone .................................................................. 25Obtaining Application Logs .............................................................. 25Reporting Problems....................................................................... 26

Customizing Your Station.......................................................................... 27General Tab .................................................................................... 27Audio Devices Tab ............................................................................. 28Automatic Answer Tab ........................................................................ 29Greeting Tab ................................................................................... 30Sound Alerts Tab............................................................................... 31Password Tab................................................................................... 32

Changing Your State................................................................................ 32Sending and Receiving Instant Messages ........................................................ 34

Initiating an Internal Chat Session .......................................................... 35Chat Session ............................................................................... 35Broadcast Message........................................................................ 38

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

Responding to Chat Invitations .............................................................. 39Participating in Multiple Sessions Simultaneously ........................................ 40Requesting Help from a Superior............................................................ 42

Accessing your Daily Activities ................................................................... 44Understanding Maintenance and Power Outage Messages ................................... 46

Chapter 3Processing Calls.......................................................................... 48Dialing Calls ......................................................................................... 49

Softphone Keypad ............................................................................. 49Address Book ................................................................................... 53Click 2 Dial...................................................................................... 55TCPA Manual Touch Mode .................................................................... 57

Receiving Calls ...................................................................................... 57Matching the Phone Number to Contact Records ......................................... 59Viewing Call Variables ........................................................................ 59

Using Campaign Features.......................................................................... 59Call Preview .................................................................................... 60Recorded Messages ............................................................................ 62Scripts ........................................................................................... 62Worksheets ..................................................................................... 64Connectors...................................................................................... 65

Making Conference Calls........................................................................... 66Warm Conference.............................................................................. 66Cold Conference ............................................................................... 68

Transferring Calls................................................................................... 69Cold Transfer ................................................................................... 70Warm Transfer ................................................................................. 71

Managing Calls on Hold and Parked Calls ....................................................... 72Calls on Hold ................................................................................... 73Parked Calls .................................................................................... 73

Recording Calls...................................................................................... 75Adding Comments to the Call Log................................................................ 75Ending Calls.......................................................................................... 76

Selecting Dispositions ......................................................................... 76Ending Interactions ............................................................................ 78

Adding Numbers to the DNC List .................................................................79

Chapter 4Processing Voicemail Messages and Callbacks..................................... 81Processing Voicemail Messages ................................................................... 81

Skill Voicemail Messages...................................................................... 82Personal Voicemail Messages ................................................................ 84

Processing Missed Calls ............................................................................ 86Managing Reminders and Callbacks .............................................................. 87

Scheduling Reminders......................................................................... 87Returning Scheduled Calls.................................................................... 89

Scheduled Calls ........................................................................... 89Manual Calls ............................................................................... 90

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

Chapter 5Configuring Your Browser ............................................................. 91Chrome............................................................................................... 91Firefox................................................................................................ 93Internet Explorer ................................................................................... 95

Enabling Pop-Up Windows .................................................................... 95Adding your Domains to Trusted Sites...................................................... 97Disabling Protected Mode .................................................................... 97

Safari ................................................................................................. 99Enabling Pop-Up Windows and Plug-Ins .................................................... 99Enabling Cookies ............................................................................. 100

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

Chapter 3

What’s New

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

Release Changes

November 2017 • Updated the duration of internal messages in Sending and Receiving Instant Messages.• Added a note about search filters for users of Five9 UC for Microsoft.• Noted that the last campaign used is automatically selected for calls that are dialed

manually. • Added Removing the Adapter.

October 2017 • Added a note about using only one agent application at a time.

September 2017 • Added information about supervisors monitoring your calls.• Added a note about a possible delay before Not Ready state.

August 2017 • Removed the enhancement.

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

June 2017 • Added a call notification when your adapter is hidden.• Added Connecting to Five9 UC for Microsoft and Five9 UC for Microsoft to your

address book.

1 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 the 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 SoftphoneManaging Your VCC AccountRemoving the AdapterRemoving the Adapter

Password requirements are set by your administrator. You may be required to answer a question that can be used to retrieve your password if you forget it later. After completing this section, you will be returned to the login page.

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 enabled

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.

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


If 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.

• 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.

Mac OS 10 with Safari 10

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:

Important Due to issues in Mac OS 10.12.1 with Safari 10.0.1, users may experience one of these problems when the softphone adapter and the extension are installed:

• After users install the softphone adapter and the extension, an error message is displayed. To resolve the issue, users should press Command + R to manually refresh the page.

• After users install the softphone adapter and the extension, the adapter may crash. To resolve this issue, users should log out and reopen the browser. After that, the expected three tones are played.



Selecting a Station TypeDownloading the Softphone

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.

1 After the extension is installed, refresh your browser.The first step is completed.

2 Click Download & Install Softphone, and save the file.

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

If you see this window at any time during installation, click Allow Access.

FirefoxInternet Explorer

ChromeSafari

Browser check



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

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

4 Click Run.

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


5 When done, click Finish.6 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.

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.

7 Click Next.

8 Select your speaker and microphone, and click Confirm.

9 Select your queues, and click Confirm.

10 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.

Firefox

Internet Explorer

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


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.

• 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.

Other browsers

Managing the Five9 Plus Adapter for Microsoft Dynamics CRM Managing Your VCC Account


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

Changing your Password and Security AnswersRecovering your Password

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

1 Click My Settings.

Station check Update Audio devices



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

3 When done, click Update.

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

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

1 Enter your user name.



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

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

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



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

5 Click OK.The login window is displayed.

6 Click the link that was emailed to you.

7 Answer the verification questions, and click OK.



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

9 Log in with your new password.

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

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

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


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.

Customer Portal

Applications

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



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.

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.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.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.


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.

Using the Five9 Softphone Connecting to Five9 UC for Microsoft


1 Enter your user name and password.

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

3 Click Log in or SSO Login.

Connecting to Five9 UC for Microsoftif your administrator enabled Five9 UC for Microsoft, you can view your corporate contacts in the address book and communicate with them.

You can log into Five9 UC at any time. If you are logged into a PSTN station with your Windows credentials, you are automatically connected to Five9 UC for Microsoft. If you are not connected to your company’s Windows domain, you are prompted for credentials. In this case, log in with the credentials provided by your administrator.

If your credentials are incorrect, this error message is displayed.

Using the Five9 Softphone Preparing Your Station


When you are logged in, your presence is updated in Five9 and in Five9 UC.

Preparing Your StationTo process voice interactions, connect Agent Desktop Plus to either a softphone, PSTN, or gateway station. This remainder of this guide describes in detail how to use a softphone.

PSTN station

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

2 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

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

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.

Important Your logged-in time starts now.

Using the Five9 Softphone Monitoring Call Queues


4 Click Confirm.

5 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.

Using the Five9 Softphone Monitoring Call Queues


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.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.

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

Skills added or removed immediately

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

Address Book



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



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\<yourUserName>\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.



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 ProblemsWhen 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.

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



• 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.

• Launch Five9 Adapter in a separate browser window: Opens the adapter in a new browser window. With Internet Explorer, the softphone always opens in a separate browser window.

• 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.



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, you must press Answer within a set number of seconds before each call. If you ignore or reject the call, it 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.



• 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. If you disable this option, during call preview, the details of calls that contain multiple fields and call variables are fully expanded so you see all matches and call variables with the number for each. Although you can hide or show the lists, you need to hide the details of each call if you do not want to see them. This behavior applies also to queue callbacks.

• 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. If you disable this option, the details of calls that contain multiple fields are fully expanded so you see all matches with the number of fields. Although you can hide or show the list, you need to hide the details of each voicemail if you do not want to see them.

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.



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

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.

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:delay before Not Ready state

• 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.

Note Your administrator may have set a delay of up to 59 seconds between your Not Ready selection and your effective state change to Not Ready. During that interval, you may continue to receive outbound calls. Once the delay expires, you no longer receive calls.

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 reasonYou cannot make or receicalls and use voicemail.

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. Old messages are deleted after 30 days.

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

New message (blue)

Old message (gray)

Additional pages

Six messages in each page



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.

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.

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



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.

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.

6 Select or search for additional participants.

7 Continue the session.

8 To end the session, click End.



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.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.

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.

• Broadcast message:

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

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

Links to other pages



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.

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.

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.

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.

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.

Using the Five9 Softphone Accessing your Daily Activities


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

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

Using the Five9 Softphone Understanding Maintenance and Power Outage Messages


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.

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.

Using the Five9 Softphone Understanding Maintenance and Power Outage Messages


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.

Description Message

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

Chapter 3

Processing Calls

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

supervisors monitoring your calls

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

opened browser tabs and windows

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

Important Although all possible options are described, your administrator may allow only a subset of these features.agent application

You may use only one agent application at a time in each computer. Otherwise, some of your calls will be dropped.

Before making or receiving a call, be sure to set your state appropriately.

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

Processing Calls Dialing Calls


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 KeypadAddress BookClick 2 DialTCPA Manual Touch Mode

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 domain is enabled for international calls, follow your administrator’s

requirements 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.

http://www.nanpa.com/



. 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.

last campaign used

3 If appropriate, select a campaign.The campaign choices depend on the skill queues that are assigned to you. When you dial manually, the last campaign that you used is automatically selected in their adapter.If you select a campaign that contains scripts, worksheets, and/or connectors, 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.

Campaign menu

Number entry field



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

This figure shows all the features of the adapter.



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.



Address BookFive9 saves the internal and external phone numbers of your organization and the names of Five9 agents and skills in your address book. 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. All contacts and users are displayed by default. You may filter by groups, roles, or user states. Each filter contains a search field.

If the address book contains the agent’s first and last name, you cannot find the agent by the user name. You can search for the user name only if the address book does not contain the agent’s first and last name.

Five9 UC for Microsoft

If your administrator has enabled UC for Microsoft, your address book contains additional entries. You are visible to all Skype users whether or not they are Five 9 UC users. If you have more than one Skype account, such as a personal and a business account, your name is listed once for each account. Your corporate contacts appear as contacts in your application. You can call and chat with them at any time, and you can chat with users who do not have Five9 UC. In the address book, the UC connection status is displayed in the title bar. If you click the icon, the login window is displayed.

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:<name of agent>

skill:<name of skill>

Example skill:InfodevTestOtherwise, click Contacts.



Five9 UC for Microsoft

3 Refine your search, and sort the results.– Search field: As you type, the list of entries is narrowed down to a list that

match your criteria.– Groups: Agents, queues, speed dials, and corporate groups.– Roles: Contact center or corporate roles.– States: Contact center or corporate states. Agents who are logged in and

ready for calls are shown in green. – Sort order: Name, role, or user state.

4 In the results table, hover over an entry to see options.

5 To see the contact details, click More.All available contact information is displayed: type, name, user name, email address, extension, and state.

Note If you filter roles, queues and speed dial numbers are no longer displayed under the filtered contacts.



6 To start an interaction, click Call or IM if you want to chat with the contact.

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.

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.

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.

call notification

When you receive a call, you may see notifications such as these, except if you use Internet Explorer.

Note In some domains, you may have permission to click a number to call the contact or copy and paste the phone number into the adapter.

Processing Calls Receiving Calls


These messages are useful if you minimize or hide your adapter behind another application or if you use multiple monitors. 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

Depending on the type of call and the available information, you may see the call type, name, phone number, maintenance message, or an internal message. To show the adapter, click the notification.

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

Processing Calls Using Campaign Features


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

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.

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.

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.



Call PreviewRecorded MessagesScriptsWorksheetsConnectors

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, autodial, and internal calls• Calls transferred to queues or campaigns• Conference calls to queues or agents• Skill voicemail messages or callbacks

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

• Process the interaction.– After you assign a disposition, you are returned to the contact record that

you were previewing, and the preview timer reset to 0. You may preview the record again and decide to call the contact.

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

• Reject the interaction. Select a disposition, and finish your other tasks. When done, you may need to change your state to Ready again.

Notification in home window Notification may appear during a call while you are working away from the home window.

No time limit Time limit



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 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.

PlayStop

Note You cannot use this feature with Internet Explorer.



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.



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.



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.

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.



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



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. Muted calls are no longer muted when you add them to a 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.)

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



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. Muted calls are no longer muted when you transfer them.

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.



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 available for transfers to agent or queue

Time-out option

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



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. If you park a muted call, the call is not muted when you retrieve it.

1 During a call, click Park.



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

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.

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:

- 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.

Record onlyRecord and hold

Processing Calls Ending Calls


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. If you end a call that is muted, the next call is not muted initially.

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.

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.

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.

Search field

Last three selected dispositions

Alphabetized list

Example 1 Example 2Only one disposition contains the letters.

Multiple dispositions contain the letters.



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

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.

Example 3

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.

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.

Processing Calls Adding Numbers to the DNC List


• 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.


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.

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.



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)



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.



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.

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.

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.



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.



– 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.



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 are sorted by due date:– Up arrow: Most recent at the top.– Down arrow: Oldest at the top.

Contact and campaign names are listed alphabetically.

Overdue reminder in red

New reminder option

Date and time of scheduled callback

Campaign

Left to right: delete, update, and call


Chapter 5

Configuring Your Browser

This chapter describes how to configure your browser. Follow these steps only if instructed to do so by your administrator.

ChromeFirefoxInternet Explorer

ChromeAdd exceptions for Five9 and Microsoft Dynamics CRM so that notifications can appear in the adapter.

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.

Configuring Your Browser Chrome


4 In the Privacy section, click Content Settings.

5 In the Cookies section, ensure that Allow local data to be set is selected.

6 Scroll down to Pop-ups.

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

Configuring Your Browser Firefox


8 Click Manage exceptions.

9 Add these exceptions, ensuring that the selected behavior is Allow:[*.]five9.com or [*.]five9.eu[*.]microsoft.com and [*.]dynamics.com

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

FirefoxAdd exceptions for Five9 and Microsoft Dynamics CRM so that notifications can appear in the adapter, and install and activate the adapter.

Configuring Your Browser Firefox


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

2 Select the Content tab.

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

4 Add these exceptions, ensuring that the selected behavior is Allow:five9.com or five9.eu[*.]microsoft.com and [*.]dynamics.com

Configuring Your Browser Internet Explorer


5 Click Save Changes.

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

Internet ExplorerAt a minimum, you need to enable pop-up windows, and if you see error messages, complete the appropriate other sections.

Enabling Pop-Up WindowsAdding your Domains to Trusted SitesDisabling Protected Mode

Enabling Pop-Up WindowsYou must add exceptions for Five9 and your CRM application 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 Add these exceptions:*.five9.com

*.five9.eu

*microsoft.com and *.dynamics.com

5 Click Close, and OK.



Adding your Domains to Trusted SitesIf you use Internet Explorer 11 with single sign-on, obtain the domain information from your administrator.


2 Select the Security tab.

3 Select Trusted Sites.

4 Click Sites.

5 Add your Five9 host (five9.com or five9.eu) and your AD FS host to the list.Example If your AD FS login URL is https://idp.mycompany.com/adfs/ls/IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com.

6 Click Close.

Disabling Protected ModeFollow these steps only if you see error messages. By default, Protected Mode is enabled for the Internet, Local Intranet, and Restricted Sites zones. If it is enabled for the Web site opened in the current tab, an error message states that the Five9 adapter cannot run. To disable Protected Mode, follow these steps.


2 Select the Security tab.



3 If you are using Internet Explorer 11, select Trusted Sites.

4 Click Sites.

5 Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD FS host.For example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com.

6 Click Close.

7 Select a Web content zone, and disable Enable Protected Mode.

Configuring Your Browser Safari


SafariEnable pop-up windows, plug-ins, and cookies in the Safari Preferences, and install an extension.

Enabling Pop-Up Windows and Plug-InsEnabling Cookies

Enabling Pop-Up Windows and Plug-InsBy default, your browser prevents pop-up windows. You must disable this feature.

1 Click Security.



2 Disable Block pop-up windows.

3 Enable Plug-ins and click Website Settings.

4 For the Five9 Softphone Plugin, select Allow Always, and Click Done.

Enabling CookiesBy default, the browser limits cookies to only the pages that are visited. This feature prevents logging into the the first time.

1 Click Privacy.

2 In Cookies and website data, click Always allow.

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