five9 virtual contact center agent’s installation guide for mac os about five9 five9 is the...

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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 © 2015 Five9, Inc.

Five9 Virtual Contact CenterAgent’s Installation Guide for Mac OS

April 2015

This guide familiarizes Customer Support with troubleshooting the Mac OS X platform.

ii Agent’s Installation Guide for Mac OS

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.

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iii Agent’s Installation Guide for Mac OS

Contents

Chapter1Five9 Refresh for Mac OS X .............................................................1Menu Options......................................................................................... 1Windows and Mac Menu Comparison.............................................................. 4

Chapter2Troubleshooting ...........................................................................5Apple Mac System Requirements for Five9 ...................................................... 5Minimum Workstation Requirements ............................................................. 5Installing and Uninstalling Java ................................................................... 6

Mac OS X System Requirements for Oracle Java 7......................................... 6Installing Oracle Java .......................................................................... 6Uninstall Oracle Java .......................................................................... 8Clearing the Java Cache ....................................................................... 9

Uninstalling Five9.................................................................................... 9Uninstalling Open CTI .............................................................................. 10Other Mac Program Options....................................................................... 11

1 Agent’s Installation Guide for Mac OS

Chapter1

Five9 Refresh for Mac OS X

Use this document as a guide for troubleshooting Mac OS X Platforms for the Five9 Agent Desktop application.

Menu OptionsWindows and Mac Menu Comparison

Menu Options

• About This Mac: Provides a quick summary of your computer’s configuration, including memory, processor, and operating system release. Choose More Info for a complete rundown of everything in, on, or attached to your computer.

Five9 Refresh for Mac OS X Menu Options


• Software Update: Gets you the latest versions of the software that came with your Mac. By default, your Mac will check automatically for updates every week.

• Mac OS X Software: Takes you to Apple’s Web site, where you can download new software.

• System Preferences: The equivalent of the Control Panel in Windows. It’s where you can see and change the numerous settings associated with the OS X system software.

Five9 Refresh for Mac OS X Menu Options


• Dock: Lets you control the size, location, and behavior of the Dock. The Auto‐Hide option can be turned on or off and works similar to the MS Windows auto‐hide option for the task bar.

• Recent Items: Offers a quick way to get back to the application, document, or server that you were just using. You can tell OS X how far back the Recent Items lists should go in the Appearance pane under System Preferences. The default is ten items.

• Force Quit: Lets you end any application that is not responding to commands. Commit to memory the Force Quit keyboard shortcut: Option + Command + Esc. You may need it if you are unable to get to the menu for some reason. It’s the Mac equivalent of Windows’ Ctrl + Alt + Delete.

• Sleep, Restart, Shut Down, and Log Out: These commands perform the same tasks as they do in MS Windows. You can control the sleep settings in the Energy Saver pane of System Preferences.

Five9 Refresh for Mac OS X Windows and Mac Menu Comparison


Windows and Mac Menu ComparisonIf you have previously used a PC platform, use this list to find comparable functions on the Mac OS platform.

Windows Mac OS X

Control Panel System Preferences

Ctrl+Alt+Delete Option+Command+Esc

Exit (Alt+FX) Quit (Command+Q)

Internet Explorer Safari

My Computer Finder

My Documents Documents folder

My Music Music folder

My Pictures Pictures folder

Notepad TextEdit

Outlook Express Mail

Recycle Bin Trash Can

Settings Preferences

Shortcut icon Alias

Taskbar Dock

Hourglass cursor (busy signal) Spinning beach ball (busy signal)

Windows Explorer Finder window

Windows Update Software Update


Chapter2

Troubleshooting

This section guides you on how to effectively troubleshoot MAC users. Be sure that the computer meets the technical requirements before proceeding. Refer to Five9 Technical Requirements for the latest supported versions.

Apple Mac System Requirements for Five9Minimum Workstation RequirementsInstalling and Uninstalling JavaUninstalling Five9Other Mac Program Options

Apple Mac System Requirements for Five9The Apple Mac platform is supported for the Five9 VCC Administrator, Desktop Agent, and Supervisor. The Mac platform is also supported for Five9 CTI Adapter Agent Desktop Toolkit and other integrations EXCEPT for the Salesforce Integration. The Five9 CTI Adapter Toolkit for Salesforce integration is not supported and will not work for a MAC user.

Minimum Workstation RequirementsRefer to Five9 Technical Requirements for the latest supported versions of

• Processor and memory requirements

• Supported operating systems

• Supported browsers

• Latest Certified Java (JRE)

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



Troubleshooting Installing and Uninstalling Java

6 Copyright 2015 Five9, Incorporated Agent’s Installation Guide for Mac OS

Installing and Uninstalling JavaMac OS X System Requirements for Oracle Java 7Installing Oracle JavaUninstall Oracle JavaClearing the Java Cache

Mac OS X System Requirements for Oracle Java 7• Intel‐based Mac running Mac OS X version 10.7.3 and above

• Administrator privileges

• 64‐bit browser (examples; Safari, Firefox)

• 32‐bit browsers such as Chrome do not support Java 7 on the Mac platform

Installing Oracle Java To install Java, follow these steps:

Java Download

U: [email protected]

P: Support59

1 Download the appropriate JRE file. Naming format: jre‐n uxx‐macosx‐x64.dmg.

Review and agree to the terms of the license agreement before downloading the file.

2 Double‐click the .dmg file to launch it.

3 Double‐click on the package icon to launch install Wizard.

The Install Wizard displays the Welcome to Java n installation screen.



4 Click Continue.

5 On Standard Install on Macintosh HD, click the Install button.

After the installation has completed, a confirmation screen appears.



6 Click Close to finish the installation process.

Uninstall Oracle JavaTo uninstall Java, delete JavaAppletPlugin.plugin.

To check Administrator privileges, select Apple Menu > System Preferences > Users & Groups. User Account should have Admin caption below and Allow user to administer this computer must be checked.

To uninstall Java:

1 Click on the Finder icon located in your dock

Important To uninstall Java 7, you must have Administrator privileges.

Troubleshooting Uninstalling Five9


2 Click on Applications tab on the sidebar

3 In the Search box enter JavaAppletPlugin.plugin

4 Right click on JavaAppletPlugin.plugin and select Move to Trash

Clearing the Java Cache1 Click on Apple icon at the top

2 Click the System Preferences icon to open

3 Click on Java icon located under the Other section to open Java Control Panel

4 In Java Control Panel click on Settings under Temporary Internet Files

5 Click on the Delete Files button on Temporary Internet Files window

6 In the Delete Files and Applications window, click OK to confirm delete

***Almost same with Windows

Uninstalling Five9On previous versions:

Troubleshooting Uninstalling Open CTI


1 Click on Macintosh HD

2 Click on Users

3 Select and click on specific User

4 Right click on Five9 folder and select “Move to Trash”

Though logs are hidden in ~var/library (hidden folder in MAC)

Uninstalling Open CTI1 Navigate to Applications>Five9 Open CTI

2 Right Click (Command + Click) then click on “Move to Trash”

Note Five9 Folder is virtually runs in JavaAppletPlugin.plugin (/Library/Internet Plug‐Ins/JavaAppletPlugin.plugin/Contents/Home/bin/java) for VCC Administrators, Supervisors, and Agents. No Five9 Folder is created, but this could be either located in the above path or in Macintosh HD > Library > Application Support. The Application Support folder is equivalent to the Windows Application Data folder.

Troubleshooting Other Mac Program Options


Other Mac Program OptionsSpotlight. Use for searching. Type the name of the application and you will easily know where the application is located.

Force Quit. Lets you end any application that is not responding to commands. Use this only on any application or five9‐related applications to free up some resources.



Activity Monitor. GUI application for taking computer’s pulse. It shows processes that are running, the memory being used, and allows you to quit the process that has the biggest memory and resource allocation. It also helps you see network traffic, disk write/read operations and other useful diagnostic data. Basically, it’s MS Windows’ “Task Manager” counterpart.

Note Always practice to filter the processes by Memory Usage to easily see what processes are consuming more resources.

Network Utility. Use this tool in troubleshooting any network related issues.

To get this:

Spotlight > Network Utility OR

Finder > Applications > Utilities > Network Utility

• INFO: Shows the general information about your network.



• PING: To check Internet connectivity.

• Traceroute: This will show you the route taken by data sent between you and the (target destination) server.



• Sound: To check the headset if it’s working.

Navigate to System Preferences > Sound