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Cloud Contact Center Software Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright © 2017 Five9, Inc. Five9 Virtual Contact Center Agent’s Guide November 2017 This guide describes how to receive and process calls and textual interactions and use tools, such as scripts, worksheets, voicemail, and chat.

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  • Cloud Contact Center Software

    Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright © 2017 Five9, Inc.

    Five9 Virtual Contact CenterAgent’s Guide

    November 2017

    This guide describes how to receive and process calls and textual interactions and use tools, such as scripts, worksheets, voicemail, and chat.

  • ii 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 Agent’s Guide

    Contents

    What’s New.............................................................................. viii

    Chapter 1Introduction to the Five9 Agent Application ........................................1Outbound Calling Overview ........................................................................ 1Preview Dial Campaigns Overview ................................................................ 1Inbound Calls Overview............................................................................. 2Agent Skills Overview ............................................................................... 2Scripts and Assistance Overview .................................................................. 2Callbacks Overview.................................................................................. 2Call Wrap-up Overview ............................................................................. 2Agent Desktop Screen............................................................................... 3

    Top Menu and Toolbar ......................................................................... 4Navigation Bar................................................................................... 5Main Window Area .............................................................................. 6Status Bar ........................................................................................ 7

    Agent Window Views ................................................................................ 7Summary Views of the Agent Desktop....................................................... 7Voice Media Summary.......................................................................... 8Text Media Summary ........................................................................... 9Current Call Screen............................................................................. 9Callbacks Screen ............................................................................... 11Messaging Screen .............................................................................. 11Voicemail Screen .............................................................................. 12Media Stream Screens......................................................................... 12Session History Screen ........................................................................ 13Contacts (CRM) Screen........................................................................ 14

    Chapter 2Managing Your Station ................................................................. 16Logging into Your Station.......................................................................... 16Selecting a Skill Group............................................................................. 19Restarting your Station ............................................................................ 20Changing Your Password........................................................................... 20Setting Phone Options ............................................................................. 23

    Sound Settings.................................................................................. 24Automatically Answering Calls............................................................... 25Softphone .......................................................................................26Volume Control and Signal Quality.......................................................... 27

    Volume Control............................................................................ 27

  • iv Agent’s Guide

    Signal Quality Meter...................................................................... 29Testing Voice Connectivity ................................................................... 29

    Echo Call ................................................................................... 29Voice Connectivity Test.................................................................. 30

    Setting Your User Status........................................................................... 34Logging Out.......................................................................................... 35Viewing Call History................................................................................ 36Managing Your VCC Account ...................................................................... 37

    Changing your Password and Security Answers ........................................... 37Recovering your Password.................................................................... 38

    Forgotten Password ...................................................................... 38Incorrect Password ....................................................................... 41

    Agent Station Access During Domain Maintenance ............................................ 42

    Chapter 3Processing Calls.......................................................................... 44Making Test Calls ................................................................................... 44Making Manual Calls in a Standard Five9 Domain.............................................. 46Using Campaign Features.......................................................................... 48

    Campaign Types................................................................................ 48Outbound Campaigns..................................................................... 48Inbound Campaigns ....................................................................... 48Autodial Campaigns ...................................................................... 49

    Scripts ........................................................................................... 49Connectors...................................................................................... 49Worksheets ..................................................................................... 49Dispositions ..................................................................................... 50Preview Campaigns............................................................................ 51Contact Redial Time .......................................................................... 52Recordings ...................................................................................... 53

    Receiving Calls ...................................................................................... 53Processing Calls from Standard Five9 Domains ................................................ 56Processing Calls from Five9 TCPA Domains ..................................................... 60

    Previewing Contact Records in Five9 TCPA Domains..................................... 60Dialing External Numbers in a Five9 TCPA Domain ....................................... 61

    Previewing Calls in Standard Five9 Domains ................................................... 62Calling the Contact in the Current Record ................................................ 66Skipping the Contact Record.................................................................68

    Recording Calls...................................................................................... 69Making Conference Calls........................................................................... 70

    Selecting Conference Participants from a List ............................................ 71Adding Parked Users to a Conference ...................................................... 72Leaving a Conference ......................................................................... 73

    Transferring Calls................................................................................... 73Managing Parked Calls ............................................................................. 76Selecting Contact Records ........................................................................ 77

    Selecting a Contact Among Many that Share the Same Phone Number ............... 77Associating a Call with a Contact ........................................................... 78

  • v Agent’s Guide

    Creating a Contact Record for the Call .................................................... 80Working with Do Not Call Numbers .............................................................. 82

    Adding a Number to the DNC List ........................................................... 82Using a Disposition to Add a Number to the List.......................................... 82Dialing DNC-Listed Numbers .................................................................83

    Ending Calls.......................................................................................... 84Ending a Call ................................................................................... 84Hanging Up the Softphone Automatically..................................................85

    Chapter 4Processing Voicemail ................................................................... 87Enabling Voicemail ................................................................................. 88Processing Skill Voicemail ......................................................................... 89Managing Personal Voicemail ..................................................................... 90Transferring Messages.............................................................................. 92Recording Voicemail Greetings ................................................................... 93

    Recording a Greeting.......................................................................... 93Uploading and Resetting a Greeting ........................................................ 96

    Chapter 5Processing Text Interactions.......................................................... 97Text Channels Home Page......................................................................... 97

    Agent Profile Metrics.......................................................................... 97Agent Totals Report ........................................................................... 98

    Text Channels Interface ........................................................................... 99Agent Presence................................................................................. 99Media Stream................................................................................. 100

    Media Stream Queue ................................................................... 100Setting Preferences to Sort and Filter the Media Stream ........................ 102

    Interaction Details........................................................................... 104Resetting Interaction Tags to Train the NLP........................................ 104Associating Attributes with an Interaction.......................................... 106Using Assistances and Displaying Author History................................... 107

    Author Profile ................................................................................ 111Author Influence Scores ............................................................... 112Merging or Editing an Author’s Profile............................................... 113

    Control Bar ................................................................................... 114Searching the Agent Directory ........................................................ 115Receiving and Sending Internal Messages ........................................... 115Searching Interactions by Author..................................................... 116Creating an Outbound Post............................................................ 116

    Readerboard.................................................................................. 117Chat Interactions ................................................................................. 118

    Transferring an Interaction to Release it from Your Queue........................... 119Engaging in the Chat Session............................................................... 119Adding Value to the Chat Interaction and Author Profile ............................. 120Closing a Chat Interaction.................................................................. 120

    Email Interactions ................................................................................ 121Replying to Emails ........................................................................... 121

  • vi Agent’s Guide

    Adding an Assistance for an Email Request.............................................. 123Adding Value to the Email Interaction and Author Profile ............................ 124Closing an Email Interaction ............................................................... 124Sending a New Email Message ............................................................. 124

    Social Interactions................................................................................ 125Selecting Social Interactions from the Media Stream .................................. 125Auto Lock Control............................................................................ 126Replying to Social Posts..................................................................... 127

    Using Text Channel Dispositions................................................................ 127

    Chapter 6Managing Callbacks ....................................................................128Returning Calls .................................................................................... 130Managing Callback Reminders .................................................................. 130

    Enabling Callback Reminders .............................................................. 131Scheduling Callback Reminders............................................................ 132Editing Callback Reminders ................................................................ 133Making a Call ................................................................................. 134

    From a Reminder Window ............................................................. 134From the Callbacks Screen ............................................................ 134

    Dismissing a Callback Reminder ........................................................... 135Postponing a Callback Reminder .......................................................... 135Removing a Callback Reminder............................................................ 136Selecting a Contact Record for the Callback ............................................ 137

    Chapter 7Using Internal Communication Tools ...............................................138Sending Instant Messages........................................................................ 138

    Sending an Internal Instant Message...................................................... 139Listing Received and Sent Internal Instant Messages................................... 140

    Using the Internal Chat Function............................................................... 141Creating an Internal Chat Session ......................................................... 141Using the Internal Chat Session Window ................................................. 141

    Making Internal Calls to other Users........................................................... 143Making Internal Calls ........................................................................ 143Receiving Internal Calls..................................................................... 144

    Chapter 8Managing Contacts .....................................................................146Adding Contacts................................................................................... 148Looking Up Contacts ............................................................................. 149Managing Contact Records ...................................................................... 152

    Editing Contact Details ..................................................................... 152Calling a Selected Contact ................................................................. 152Attaching a Contact Record to a Call..................................................... 153

    Current Call Screen..................................................................... 153Contacts Screen......................................................................... 154

    Attaching a Contact Record to a Voicemail Message................................... 155Voicemail Screen ....................................................................... 155

  • vii Agent’s Guide

    Contacts Screen......................................................................... 155Managing Contact Sessions ...................................................................... 156

    Listing Sessions for a Contact Record .................................................... 156Creating a Contact Session ................................................................. 157

    Printing Contact and Call Details .............................................................. 157

  • viii Agent’s Guide

    Chapter 2

    What’s New

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

    Release Changes

    November 2017 • Added Managing Your VCC Account.

    September 2017 • Added information about supervisors monitoring your calls.

    August 2017 • Removed the enhancement.

    July 2017 • Added an important note for users who select a PSTN station.• Updated graphics and formatting in Processing Text Interactions.

    October 2016 • Corrected the figure about wrapping up calls in Top Menu and Toolbar.

    September 2015 • Updated information about dialing for agents working in TCPA domains: Processing Calls from Five9 TCPA Domains

  • 1 Agent’s Guide

    Chapter 1

    Introduction to the Five9 Agent Application

    The Five9 Agent application enables you to process calls and text interactions for outbound, inbound, and autodial campaigns. Your administrator enabled permissions that determine which activities you can perform.

    Outbound Calling OverviewPreview Dial Campaigns OverviewInbound Calls OverviewAgent Skills OverviewScripts and Assistance OverviewCallbacks OverviewCall Wrap-up OverviewAgent Desktop ScreenAgent Window Views

    Outbound Calling OverviewThe Five9 Virtual Contact Center (VCC) software automatically scans calling lists, detects answering machines and busy signals, avoids do-not-call numbers to ensure compliance with regulations, and adjusts the dialing pace. You do not need to call customers manually except as required by a particular situation or specific campaign requirements.

    Preview Dial Campaigns OverviewWhen you are working on a preview dial campaign go into a ready state, a record from the list is displayed on your Agent desktop. The system delivers a contact record for review prior to dialing a specific phone number for a record.

  • Introduction to the Five9 Agent Application Inbound Calls Overview

    2 Agent’s Guide

    Inbound Calls OverviewInbound calls are received by the station and processed according to the rules configured by your administrator. Rules can include playing a prompt or greeting to callers or accepting digits entered by the caller. Calls are delivered to agents accordingly.

    Agent Skills OverviewDepending on how your call center is set up, you may be grouped by skills, such as technical support, sales, and customer service. Calls are transferred to an available agent in the appropriate skill group. The functions responsible for transferring calls are called automatic call distribution and skills-based routing. When you have an active call, the application provides typical phone features such as hold and transfer. You can also use call recording and conference call features.

    Scripts and Assistance OverviewWhen you receive a call or a textual interaction request, the customer's information is shown to you and the appropriate script opens. A script contains the conversation you should follow on a voice call when working with the customer. For each call you may be required to complete a Worksheet. A worksheet is a form in question-and-answer format to be completed by an agent while on a call. For textual interactions, you have access to a knowledge base of assistance and best-answer responses.

    Callbacks OverviewThe Agent application allows you to schedule a callback during or after a call or textual interaction. At the scheduled time, the callback reminder opens automatically on your screen.

    Call Wrap-up OverviewWhen wrapping up a call, you choose from a list of Dispositions set up by your administrator. A disposition describes the result of a particular call.

  • Introduction to the Five9 Agent Application Agent Desktop Screen

    3 Agent’s Guide

    Agent Desktop ScreenReach all of the functions and tasks you need from the Agent Desktop Summary screen. From your Five9 Agent Desktop, you can

    • Receive, process, and manage voice calls from outbound dialer, inbound, and autodial campaigns

    • Apply call scripts to improve productivity and complete worksheets• List, play, and transfer received skill and personal voicemail messages• Customize your voicemail greeting• Manage Five9 Chat, Five9 Email and Five9 Social interactions.

    Internal communication tools allow you to reach supervisors and other agents through internal voice calls, chat, and instant messaging.

    Top Menu and Toolbar

  • Introduction to the Five9 Agent Application Agent Desktop Screen

    4 Agent’s Guide

    Navigation BarMain Window AreaStatus Bar

    Top Menu and ToolbarAll application functions can be accessed from the top main menu. Most common functions can be accessed in the main toolbar by clicking the appropriate buttons from left to right.

    WrapUp Call

    Recycle Number

    Add Number To Do Not Call List

    Load Script

    Add Callback

    Remove Callback

    Make Callback

    Send Instant Message (internal)

    Create Chat Session (internal)

    Play Selected Voicemail

    Remove Selected Voicemail(s)

    Request Help

  • Introduction to the Five9 Agent Application Agent Desktop Screen

    5 Agent’s Guide

    Navigation BarThe left vertical navigation bar menu allows you to move between functions within the Five9 Agent Desktop.

    Each icon in the navigation bar opens the screen associated with the function it represents. You can find the description of each function in Agent Window Views.

    To hide or show the Navigation bar, select View > Navigation.

    View your Agent Dashboard and session statistics. See Summary Views of the Agent Desktop

    Manage calls. See Current Call Screen

    Manage callbacks. See Callbacks Screen

    Use internal messaging with supervisors and other agents. See Messaging Screen

    Manage your voicemail. See Voicemail Screen

    Engage contacts in chat sessions using Five9 Chat. See Media Stream Screens.Engage contacts in social interactions using Five9 Social. See Media Stream Screens.

    Exchange email with contact using Five9 Email. See Media Stream Screens

    View your session history and related statistics. See Session History Screen

    Manage your contacts. See Contacts (CRM) Screen

  • Introduction to the Five9 Agent Application Agent Desktop Screen

    6 Agent’s Guide

    Main Window AreaThe main area changes depending on which icon is selected. By default, the Summary window is displayed.

  • Introduction to the Five9 Agent Application Agent Window Views

    7 Agent’s Guide

    Status BarThe status bar indicates the current customer Contact details, the selected Station type and its status. While on call, the application displays

    On the left,

    • the current contact

    On the right

    • A signal quality meter• Estimated end of call• Elapsed call time

    Agent Window ViewsYou can change views of the agent window by selecting tabs (windows) clicking on icons in the Navigation pane. You can also click Tabs in the Actions menu.

    Summary Views of the Agent DesktopVoice Media SummaryText Media SummaryCurrent Call ScreenCallbacks ScreenMessaging ScreenVoicemail ScreenSession History ScreenContacts (CRM) Screen

    Summary Views of the Agent DesktopThe summary view is the default view of the agent desktop. The summary view contains two tabs – Voice Media Summary tab and the Text Media Summary tab.

  • Introduction to the Five9 Agent Application Agent Window Views

    8 Agent’s Guide

    Voice Media SummaryThe Voice Media Summary tab contains a message area and a statistics display.

    The message area on the left side may contain notes from your Administrator; such messages are sent to a particular skill group by an administrator and multiple messages can be sent throughout the day. In the statistics summary display on the right, you can track your daily statistics for callbacks, messages, recordings, and session history.

  • Introduction to the Five9 Agent Application Agent Window Views

    9 Agent’s Guide

    Text Media SummaryAgents with text media skills also have a summary of activity associated with text, email, and chat skills. The Text Media Summary tab includes agent statistics for outreach, assignment, and average handle time for text and social media interactions; and shows the trend in graph form.

    Current Call ScreenYou use this window to manage live calls, combining the Customer information with the call control buttons. Five9 uses call dispositions to indicate the result of the call. The screen includes several sections with information about the call.

  • Introduction to the Five9 Agent Application Agent Window Views

    10 Agent’s Guide

    Screen Section Information about the Call

    General Tab • Call Details Comments• Conference Participants• Calls in Queue• Parked Calls• ACD Status pane located below the Calls in Queue/Parked Calls pane.

    Agents can see how many calls are in queue for the skill and the queue times.

    Script Tab Lists scripts to use for voice call responses.

    Preview Tab Customer records from Preview Dial campaigns.

    Browser Tab Allows agents to use web-based applications without having to switch between the Agent application and a browser window. It can also be used to open custom call scripts that are hosted outside of Five9

    Actions Pane List of buttons for each action an agent can take in processing a call.

  • Introduction to the Five9 Agent Application Agent Window Views

    11 Agent’s Guide

    Callbacks ScreenThe Callbacks Screen displays the list of all customers for whom you have scheduled a specific callback. The system automatically sends you a reminder message when a callback is due.

    Messaging ScreenThe Messaging screen displays the list of all sent and received instant text messages between agents, supervisors, and administrators. By saving messages, you can go back and review coaching, or answers to questions posed to your supervisor or peers, via the Five9 chat or instant messaging features. From the Actions menu you can send internal messages or start an internal chat session with another user.

  • Introduction to the Five9 Agent Application Agent Window Views

    12 Agent’s Guide

    Voicemail ScreenIf your contact center policy permits inbound calls directly to agent extensions, the Five9 application includes Contact Center voice mail, which lists all received messages, and allows you to play them back on your desktop. When you have new voicemail, an alert notification appears on the Voicemail icon on the navigation bar. The number inside the alert indicates how many voicemail messages you have waiting. The action list on the right side of the screen provides the controls you use to mange the voicemail messages you receive.

    Media Stream ScreensThe text channel engagement options are all managed from the same engagement screen. Interaction sessions are listed on the left. Color-coded icons indicate status and other information for each item.

  • Introduction to the Five9 Agent Application Agent Window Views

    13 Agent’s Guide

    Session History ScreenThe session history page shows all your voice calls for the current login session along with call statistics that can aid you in reviewing your daily performance and review previous calls.

    Agents with social engagement skills configured manage Chat, Social, and Email interactions from the same list.

    The agent’s profile defines which type of media interactions the agent is authorized to accept and how many of each type can be active at one time.

    Rules are used to determine precedence and define which type of interaction can be interrupted. Voice interactions, for example, are never interrupted.

  • Introduction to the Five9 Agent Application Agent Window Views

    14 Agent’s Guide

    Contacts (CRM) ScreenThe Contacts (CRM) screen contains information you use to review and manage both customers and their information. The interface supports multiple look-up options, dialing, and callback scheduling. The Contact (CRM) screen comprises four sections:

    Contact Record Contains detailed information about the current contact

    Call History Displays information about the call history with the current contact. Agents can customize the view by choosing options to display the current session or all sessions with the contact for up to the last 60 days.

    Contact Record Session Includes information about the current session, save the current session and add notes about the session that might help during any subsequent sessions with the contact.

    Actions Menu Lists the possible actions an agent can take for the current contact session.

  • Introduction to the Five9 Agent Application Agent Window Views

    15 Agent’s Guide

    Agents see the contact record, call history with the contact, information about any new sessions, and Actions list to manage the contact and the contact session.

  • 16 Agent’s Guide

    Chapter 2

    Managing Your Station

    Your Five9 Virtual Call Center (VCC) station is a Web-based communication system for managing inbound and outbound call center campaigns. Use the guidelines in this topic to get started using your Agent Application.

    Logging into Your StationSelecting a Skill GroupRestarting your StationChanging Your PasswordSetting Phone OptionsSetting Your User StatusViewing Call HistoryManaging Your VCC AccountAgent Station Access During Domain Maintenance

    Logging into Your StationUse the credentials, station number (softphone only), and connection type provided by your administrator.

    1 Log into your Five9 account.

  • Managing Your Station Logging into Your Station

    17 Agent’s Guide

    2 Click Agent.

    3 Open (default) or save the file, and click OK.After the download, if you or your administrator has activated the auto-login feature for your account, the login screen does not appear.

    4 Enter your credentials – User name (agent ID), Password, Station number, and specify the type of connection you are using:

  • Managing Your Station Logging into Your Station

    18 Agent’s Guide

    PSTN station

    The system remembers all settings except your password. The password policy defined by your administrator can limit the number of unsuccessful login attempts before locking your account. To unlock an account, your administrator must reset the password. During your last allowed attempt to login, a Last Try message appears at the top of login window.

    5 Click OK.

    Station Type Description

    Softphone the software program that processes telephone Internet calls to and from the Five9 call center. You listen to the calls with a headset connected to your computer.

    PSTN Calls use the standard telephone network instead of the Internet. To log into the Five9 call center, you enter on your desk phone a ten-digit direct-dial phone number.

    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.

    Gateway Internet calls to and from the Five9 call center are converted by a network device from digital to analog and forwarded to your standard phone line.

    Station Type Response or Action

    Gateway or PSTN You are prompted to connect your station. Click Yes. Your phone rings. Pick up the receiver; three tones confirm that your station is connected to the Five9 Data Center.

  • Managing Your Station Selecting a Skill Group

    19 Agent’s Guide

    Selecting a Skill GroupSkill groups are used to organize agents into groups and assign them to work with specific campaigns. You can receive calls only for the campaigns and associated skill groups assigned to you. Campaigns can be in run training mode.

    If you have permission, you are prompted to select one or more skill groups. If you do not select a skill group, you receive only direct calls, such as extension transfers and calls sent to all agents. You can also use this method to log in and make manual calls only.

    After you log into your station, a pop-up window opens with all skills selected. To change skill groups, you must log out and log in again.

    1 Check only the skill groups from which you want to receive calls during the current session.

    2 Click OK.

    Softphone your station is connected automatically. When the station is connected, you hear three tones

    Station Type Response or Action

  • Managing Your Station Restarting your Station

    20 Agent’s Guide

    Restarting your StationIf you do not hear three tones after login, follow these steps to restart your station. You may restart your station only from the On Break user status.

    1 Select Actions > Restart Station.

    When the station is reconnected to the Call Center, and you hear the three tones.

    2 Click OK.

    Changing Your PasswordYou must have permission to change your own password. Your administrator determines when your password expires. You can be requested to change your password on the next login. For security reasons, Five9 recommends that you change your password often.

    Note If your station becomes disconnected, the Five9 Agent Application automatically reconnects your station. You might see this message:

  • Managing Your Station Changing Your Password

    21 Agent’s Guide

    If you are required to change your password, a screen like the following appears after you log in to the Station:

    Your new password must meet the policies specified in the Administrator application. Additionally, passwords cannot match the user name, even if the password conforms to the other requirements. The system remembers your last five passwords and does not allow these passwords to be reused.

  • Managing Your Station Changing Your Password

    22 Agent’s Guide

    1 Select Actions > Change Password.

    2 Enter your new password, following the password policy, and confirm your password.

    3 Click OK.

  • Managing Your Station Setting Phone Options

    23 Agent’s Guide

    Setting Phone OptionsYou can set these options:

    Sound SettingsAutomatically Answering CallsSoftphoneVolume Control and Signal QualityTesting Voice Connectivity

    PBX Mode A private branch exchange (PBX) is a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for multiple businesses or for the general public. For more information, see your administrator.

    Enable Extend Calls This option activates the Estimated End of Call counter in the lower right corner of your station. This feature is enabled by default.

    Enable Callback Reminders

    This feature is enabled by default. If you do not have the Enable Callback Reminders option checked, you will not receive reminders for your scheduled callbacks. Read more in About Callbacks.

    Automatic Voicemail Accept

    Read more in Processing Voicemail.

    Show Select Skills If you have permission to select skills when logging in, use this option to show or hide the skill selection dialog when logging in.

  • Managing Your Station Setting Phone Options

    24 Agent’s Guide

    Sound SettingsThe Audio options are the sound settings for your station. You hear different tones for the different campaign types when calls are connected. Campaign types that have different tones are inbound, outbound, autodial, or preview dial. This feature is useful for agents who participate in different campaign types such as inbound and outbound, allowing them to identify the call type by the alert tone played. Agent can configure which call types generate an alert tone.

    Audio Option Audio Option Description

    Play Alert On Overdue Callback

    signal for overdue callbacks.

    Play Alert On Incoming Message

    signal for an incoming message.

    Play Tone On Incoming Outbound Call

    signal for an incoming outbound call. For Outbound Campaigns, using Play tone on Incoming Outbound Call introduces a delay in delivering calls to the agent because the tone must be played before the contact is connected. Depending on the campaign configuration, this setting may result in contacts hanging up before the agent starts speaking (dead air). If this is the case, disable this option. The default setting is no tone played for incoming outbound calls.

  • Managing Your Station Setting Phone Options

    25 Agent’s Guide

    - .

    Automatically Answering CallsIf your administrator enabled the permission to automatically answer calls, you can choose whether to automatically answer incoming calls or to press a button before

    Play Tone On Incoming Autodial Call

    signal for an incoming autodial call.

    Play Tone On Incoming Inbound Call

    signal for an incoming inbound call.

    Play Tone On Incoming Preview Call

    signal for an incoming preview call.

    Play Tone on Incoming Extension Call

    signal when a call is delivered to your personal queue. This option is useful to notify you when a call is transferred directly from another agent or from an IVR.

    Set Audio Devices: Opens a dialog, where the Ring, Speaker, and Microphone Audio Devices may be configured, if any of them need to be changed from the system defaults.

    • Ring Audio Device - Determines where Incoming Call Tones will be played. For example, if you have attached speakers, you can pick a headset or sound card.

    • Speaker Audio Device - Determines the primary audio source.

    • Microphone Audio Device - Determines the microphone that is being used. By default, the headset is selected.

    • Enable Automatic Gain Control - Adjusts the amplification of the microphone so that the output signal remains constant despite variations in input signal strength.

    Audio Option Audio Option Description

  • Managing Your Station Setting Phone Options

    26 Agent’s Guide

    answering. If you do not check these options, you must press Answer within a set number of seconds.

    If your administrator has enabled the permission, and the appropriate Auto-Answer option is disabled, you may have the option to Answer or Reject an incoming call on the Actions menu:

    SoftphoneThis softphone option can be specified if you use the softphone station type: Hang-up Phone When Call Ended.

    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.

    Auto-Answer Options Auto-Answer Option Descriptions

    Auto-Answer Inbound/Autodial Calls

    If disabled, you must accept inbound and autodial calls by pressing Answer before the call is connected.

    Auto-Answer Outbound Calls If disabled, you must accept outbound calls by pressing Answer before the call is connected.

    Auto-Answer Internal Calls If disabled, you must accept internal calls by pressing Answer before the call is connected.

  • Managing Your Station Setting Phone Options

    27 Agent’s Guide

    Use this option to disconnect the softphone after each call. If you check the box, an Answer button appears for each incoming call. Use this option only in special cases. Otherwise, use the Auto-Answer options.

    Volume Control and Signal QualityVolume ControlSignal Quality Meter

    Volume ControlVolume control for speaker and microphone is added as a pane in the Agent application. The sliders will synchronize with the computer’s volume control. It also includes a mute check box that blinks if it is enabled. The volume control is available whether or not you have a call. The control is located in the Actions section of the Current Call screen.

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

  • Managing Your Station Setting Phone Options

    28 Agent’s Guide

    When you click Volume Control, you will see this thumbtack icon:

    If you click the Thumbtack button in the top right corner of the window, you see a drop-down menu located in the toolbar instead.

  • Managing Your Station Setting Phone Options

    29 Agent’s Guide

    Signal Quality MeterWhile on call, the application displays a signal quality meter, which is green if the connection is good. If you hover over it with the mouse, more technical details about the connection are displayed.

    Testing Voice ConnectivityYou can test the Voice over IP sound quality by making an echo call or performing a Voice Connectivity Test.

    Echo CallVoice Connectivity Test

    Echo CallYour speech is recorded and played back to you. Latency issues and other problems may lead to degraded voice quality; Five9 can help you resolve your problems. You must be in Not Ready state to make an echo call.

    While on a call, you can use the speaker and microphone volume sliders located below the dial pad at the right panel. They are synchronized with the Windows volume control. The application displays a signal quality meter while on a call. The color is green if the connection is good. If you hover the mouse over it, it displays more details about the connection, including MOS score, latency, jitter, and packet loss. See also: Volume Control and Signal Quality.

    1 Select Actions > Make Echo Call.

  • Managing Your Station Setting Phone Options

    30 Agent’s Guide

    2 Speak into the microphone.Once the test message is recorded, it is played back to you. See also: Making Test Calls.

    Voice Connectivity TestThe voice connectivity test opens an application in your default browser that tests the speed and reliability of your network connection to the Five9 Data Center, which helps determine the suitability of your Internet connection to the Five9 Agent for VoIP calls.

    1 Select Actions > Voice Connectivity Test.

  • Managing Your Station Setting Phone Options

    31 Agent’s Guide

  • Managing Your Station Setting Phone Options

    32 Agent’s Guide

    o

    The test runs through a series of steps to show you progress and, eventually, a report. You will be asked to confirm that you want to run the test.

    The test begins to show progress through testing your communication channels.

  • Managing Your Station Setting Phone Options

    33 Agent’s Guide

    You receive a report showing the statistics for all aspects of voice connectivity on your station.

  • Managing Your Station Setting Your User Status

    34 Agent’s Guide

    Setting Your User StatusYour status determines your ability to process calls and to receive voice mail messages. Each time that you change your status, the timer returns to zero. For some of the options, you need to choose a reason among those enabled by your administrator. You can choose your status in the drop-down menu in the top left corner of your station. When you log in, your status is Not Ready. Before using your station, be sure to change to one of these options:

    Ready Sets your ready state to the media types you last selected in the Ready ... pop-up window. If you want to change your media type selections, click the Ready ... option again and reset your selections.

    Ready ... Presents a pop-up window where you select the media you are ready to work with:

    When you set your availability, your Ready preferences are saved for the next time your log in. If you still want to work with the same selections, just select the Ready option when you log in again or return from a Not Ready state.

  • Managing Your Station Logging Out

    35 Agent’s Guide

    Logging OutWhen you are logged out, you no longer have access to the softphone. Gateway users must hang up their analog phone after logout.

    1 Select Actions > Logout & Exit.

    You may need to select a reason to justify your status.2 Select a reason code, and click Yes.

    The default reason codes can be customized by your administrator:– Email: to send an email.– End Shift: at the end of a shift.– Fax: to send a fax.– Meal: for a meal break.– Split-Shift: for the first part of a shift.

    During call processing, the At End Of Call Switch To button is available. This button enables you to switch to the desired status automatically after the current call is finished.

    Not Ready Not available to receive calls but can manually dial a call. You are in Not Ready state when you first log in. Once you change your state, you will use reason codes defined by your administrator to indicate states. Select one of the codes to justify your Not Ready status. For example, you may need to complete a task or take a break. A keyboard shortcut may be assigned to a code. Your administrator may add, delete, or rename reason codes.Your supervisor is able to see your specific Not Ready status in the Supervisor Dashboard.

  • Managing Your Station Viewing Call History

    36 Agent’s Guide

    During a call preview, you can change your status at the top left in the menu bar. In this case, the preview record remains active so that you can dial the numbers. After you set the disposition for the call, the new preview record does not appear.

    Viewing Call HistoryA session starts when you log in and ends when you log out. All calls for the session are listed in the Session History section of your station.

  • Managing Your Station Managing Your VCC Account

    37 Agent’s Guide

    You can see information about your calls: Number, DNIS, Call Type, Start Time, Talk Time, Wrap Time (after-call work time), Disposition, Campaign, and Comments. To sort the list, click a column header. To view an item, double-click it. To switch between records, use the navigation pane.

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

    Changing your Password and Security AnswersRecovering your Password

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

    1 Click My Settings.

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

  • Managing Your Station Managing Your VCC Account

    38 Agent’s Guide

    3 When done, click Update.

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

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

    1 Enter your user name.

  • Managing Your Station Managing Your VCC Account

    39 Agent’s Guide

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

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

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

  • Managing Your Station Managing Your VCC Account

    40 Agent’s Guide

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

    5 Click OK.The login window is displayed.

    6 Click the link that was emailed to you.

    7 Answer the verification questions, and click OK.

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    41 Agent’s Guide

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

    9 Log in with your new password.

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

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

  • Managing Your Station Agent Station Access During Domain Maintenance

    42 Agent’s Guide

    Agent Station Access During Domain Maintenance If you are logged into your agent station when maintenance is required or an outage occurs, you see messages that advise you of the status throughout the event. If you are logged in maintenance starts, you see this message:

    Customer Portal

    Applications

  • Managing Your Station Agent Station Access During Domain Maintenance

    43 Agent’s Guide

    If you are on an active call, you are allowed to finish the call and assign a disposition. As soon as you assign a disposition to your call, you will be notified that your station is being reconnected:

    You will be notified when the switchover to the backup data center is complete:

    Your station will be restarted automatically and you will hear the three connection tones. After you see this message, you can set your status to Ready, and you may resume taking calls.

  • 44 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.

    Making Test CallsMaking Manual Calls in a Standard Five9 DomainUsing Campaign FeaturesReceiving CallsProcessing Calls from Standard Five9 DomainsProcessing Calls from Five9 TCPA DomainsPreviewing Calls in Standard Five9 DomainsRecording CallsMaking Conference CallsTransferring CallsManaging Parked CallsSelecting Contact RecordsWorking with Do Not Call NumbersEnding Calls

    Making Test CallsTraining mode delivers calls to you without actually dialing phone numbers. You receive simulated calls. Messages are displayed on the screen as if you are on a real call, but some call-related options and functions are not available. Using training mode is a suitable way to get to know the Five9 system. Since dispositions can vary between campaigns, practicing campaigns in training mode is a way to learn which dispositions to

    Important Although all possible call-processing options are described, your administrator may allow only a subset of these features.

    Before making or receiving a call, be sure to set your status appropriately. For more information, see Setting Your User Status.

  • Processing Calls Making Test Calls

    45 Agent’s Guide

    use for different situations. Training mode is available only for outbound campaigns that are set specifically. When the campaign is run in training mode, the following rules are used for dialing process:

    • List Penetration or Vertical Dialing list dialing mode can be used.• All three numbers associated with the contact record are enabled for dialing.

    Calls to Agent ratio is 1 to 1.• Dispositions do not affect real records - REDIAL, FINAL, or DNC will not affect real

    campaign records.• Campaign simulates real campaign behavior by following dialing restrictions and

    campaign profile filters.• Some features will not work: field mapping, final dispositions across campaigns,

    statistics, etc.

    You can become familiar with the system by initiating and receiving test calls. Your actions during test calls do not influence any actual contact and campaign data. You must have permission. To receive test calls, you must be in the Ready Call or Ready Call and VM status. Select Actions > Start Test Call.

    An Incoming Call window opens.

  • Processing Calls Making Manual Calls in a Standard Five9 Domain

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    Making Manual Calls in a Standard Five9 DomainYou can make a call and optionally associate it with a campaign. Depending on your permissions, you can make external and internal calls.

    If you are enabled for international calls, you must use the E.164 format for all inbound and outbound calls. In a phone number field, you may enter up to 15 digits, starting with the plus (+) sign and followed by the country code.

    1 Select Actions > Make Call, or press + M.

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    2 Enter a valid phone number, beginning with the plus (+) sign and up to 15 digits.

    You can select a country code from the dropdown list, then enter the rest of the phone number you wish to call.

    You can also select a predefined number from the Agents and Skills list. You can filter this list by using the Agents, Skills, and Speed Dial check boxes. When you start typing, the appropriate contacts (containing the entered string) will be displayed in the list. Before making a call, you can see the status of another agent (Not Ready to take a call (Red), Ready to take a call (Green) or off line (Grey)).

    3 Click Make Call.

  • Processing Calls Using Campaign Features

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    Using Campaign FeaturesIf you selected a campaign that contains scripts, worksheets, and connectors, the options appear in your softphone after the contact answers the phone.

    Campaign TypesScriptsConnectorsWorksheetsDispositionsRecordings

    Campaign TypesYou can make and receive calls for one of three campaign types: Outbound, Inbound, or autodial campaigns.

    Outbound CampaignsUsed to dial the customers included in the lists and deliver these calls to agents who process calls. Agents do not dial customers in this type of dialing campaign. Dialing can be handled by the predictive dialer which dials through a list of contacts and delivers connected calls to you. An alternative to outbound predictive dialing mode is Preview dialing. Preview dialing allows you to review the contact record details before making a call.

    Inbound CampaignsUsed to receive customer calls. Received calls will be processed according to the rules configured by the administrator. Rules can include playing a prompt or greeting to callers, or accepting digits entered by the caller. Calls are then delivered to agents. Agents belonging to inbound campaigns may monitor progress in the ACD queues to which they belong. The ACD Status panel located on the Current Call screen shows how many callers are present in the queues for your skills, and the longest queue time.

    Important Because these features appear in a new browser window or tab, 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.

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    Autodial CampaignsDesigned to dial phone numbers in a list and when a call is answered follow a predefined call flow. The most common flows include leaving messages to the called party. However, the call flow can even pass the outbound call to you.

    ScriptsA script contains the words that you say to the customer for the associated campaign. If a script exists for the campaign, it appear when a call is connected. During a call, click the Script tab.

    ConnectorsIf you have permission, you can use the Browser tab to trigger connectors that are hosted outside Five9 without having to open your browser. The embedded browser is a tab on the Current Call window.

    WorksheetsA worksheet is a form in question-and-answer format that you complete to gather information from the contact. Some dispositions require you to complete a worksheet.

    Each worksheet question can have the following fields:• Question name - The name of the question such as Loan Amount.• Question text - For example, What is your current interest rate? It could also be

    instructions to you such as Enter the contact’s interest rate.• Answer criteria

  • Processing Calls Using Campaign Features

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    You can complete worksheets while on a call of after the WrapUp Call button is pressed. The Start Worksheet button is located on the Current Call screen. You can view worksheets from previous calls.

    1 Click Start Worksheet.The Campaign Worksheet Wizard opens.

    2 Read the first question (instructions) and enter your answer at the bottom.All the steps are listed on the left side of the window.

    3 After completing each question, click Next.

    4 When done, click Finish.

    The wizard closes. If you need to update the entered information, you can access this window again and make changes. The Start Worksheet button is available as long as the call is not assigned a disposition.

    DispositionsCall dispositions are the only means for you to complete a call. Dispositions reflect the results of calls made on accounts. Dispositions are used to determine the status of the contact by an administrator or supervisor. This status may determine if or when the contact is called back. Dispositions are set up by an administrator. Each campaign can have its own list of dispositions.

    An administrator must instruct you on which dispositions need to be selected based on particular cases. The training mode can be used to learn all dispositions available for the campaign.

    Disposition type affects dialer behavior. Each disposition can be one of the following four disposition types:

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    • Redial Number: The time to redial the contact is configured by your administrator. You can set a redial time if a disposition of such kind was enabled by your administrator. Read more in Agent-Specified Contact Redial Time.

    • Do Not Dial Number For Campaign• Final Disposition For Contact Record• Add Number To DNC List

    Disposition examples:• Add to DNC List• Left Message• Answering Machine• Scheduled Callback• Sale• Qualified Lead• Not Interested

    During call wrap-up, you choose which disposition accurately describes the result of the call. Once a disposition is chosen, you are available for another call. Selecting WrapUp Call hangs up the call, but you are not available for another call until a disposition is selected.

    Preview CampaignsDuring preview campaigns, you can review the contact record details before a call is made. When the call is completed and a disposition is set, the next preview dial record from the list is delivered to you.

    After dialing a number in Preview mode and setting a disposition with a redial disposition or any non-final disposition, you are prompted to try the number again. Click Yes to try the same number again or try another number for the record.

    Administrators can configure preview dialing to allow agents to skip records or force a number to be dialed after a configured preview time. The ability to skip records is configured as you permission. To skip a record without dialing, you select a skip disposition from the Set Disposition drop-down list. Example of skip dispositions are: Declined, Skip - Re-Queue, and Skip - Not Qualified. These dispositions can be of any type including Redial Number.

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    Contact Redial TimeIf enabled by your administrator, you can specify when a contact is redialed by the campaign. This is done by means of Redial Dispositions with Allow Agents to Change Redial Time option enabled. Dispositions configured in this manner act like a callback that is handled by any available agent working on the campaign.

    To set a redial time, from the Set Disposition menu select the redial disposition. In our example, the Agent Determined Redial Disposition is selected.

    The first option is to redial using the default timer set in the disposition. Along with default redial time, there is an option to set a custom time. To set a custom time, select the Schedule Redial option from the drop-down menu of the disposition.

    If Schedule Redial is clicked, a window with Date, Time, and Time Zone options is displayed. In the pop-up window, specify date and time, verify the time zone. All time zones that have DST shifts automatically shift based on whether DST is in effect or not.

    When an agent specifies a redial time, the phone number will be redialed automatically by the campaign at the designated time and the call will be delivered to any agent working on the campaign.

    This feature is useful for call centers working in shifts. Agents in the early shift can specify a time to call and the late shift agents can pick up the callback.

  • Processing Calls Receiving Calls

    53 Agent’s Guide

    RecordingsThe Play Audio File button is located at the right side of the Current Call window in you application. Clicking this button opens a drop-down menu of all audio files that you can select and play while on a call. For example, when connected to an answering machine, you can play a recorded message instead of actually reciting the script for this situation. This option is available to you if you have permission.

    Files are configured by your administrator. Files are assigned by your administrator to skill groups. If you are not on a call, the Play button changes to Preview.

    You can access the recordings gathered by IVR scripts during an inbound or autodial campaign. IVR recordings are marked in the prompt list as IVR Recording: . They are acceptable only at the time of the call with which they are associated.

    1 During a call, click Play Audio File.You can either play or preview the recording.

    2 Click a recording, and click Play or Preview.

    3 When the recording is downloaded to your station, click Play.

    The recording is played. You can click Pause and Stop.

    Receiving CallsTo receive calls, your status must be Ready Call or Ready Call & VM. When preview dialing is used for an outbound campaign, you see a preview screen with the call details from the contact database. You may have permission to decline the call. If you exceed the time limit for the preview, the contact is dialed automatically.

    To answer the call, click the number. You can see incoming calls in the Personal Queue tab.

  • Processing Calls Receiving Calls

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    You can see if there are calls waiting in the ACD (Automatic Call Distribution) Status pane. The pane is located below the Calls in Queue/Parked Calls pane. There you can see how many callers are present in the queues for your skills, and the longest queue time. This is useful for inbound calls.

    If you are using a softphone, you may have the Auto-Answer options enabled, allowing manual call answering. If you are ready to receive calls, you hear the phone tones as if using a traditional phone and see the Answer button blinking red. To answer the call, click Answer.

    When you receive a call, an Incoming Call window opens.

  • Processing Calls Receiving Calls

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    The window displays this information (if available):• Caller's General Information - Shown at the top:

    – Phone Number - If no corresponding Contact record.– First name, last name, company name - If there is a corresponding Contact

    record found (see About Contacts).

    • Other Party - Phone number.

    • Call Type - For example, Outbound, Outbound Preview, Inbound, or Autodial - if the call belongs to a campaign. Test - If the call is testing (see Making a Test Call).

    • DNIS - For inbound calls.

    • Is Callback - Yes or No.

    • Campaign - Campaign name.

    • Contact Records Found - Displayed if there are several Contact records with the same phone number (e.g., a workplace phone number, shared by multiple people). If the caller information is different than what is displayed on Call Details, click on Select Contact Record to find and work with the correct contact record, instead.

    The details of working with inbound and outbound calls are as follows:• Inbound Call - You will hear a tone and the Incoming Call window is displayed. As

    soon as you hear the tone, say Hello as if you are answering your phone. The tone can be enabled/disabled in Options.

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    • Outbound Predictive/Power/Progressive Call - When the "Incoming Call" window is displayed, the contact is connected. Immediately start your normal outbound greeting.

    • Outbound Preview Call - During Preview Campaigns, you receive the contact record before the dial takes place.

    Processing Calls from Standard Five9 DomainsFollow these steps for standard inbound and outbound campaigns. After reading the contact name and campaign name in the Incoming Call window, click Close.

    Once a call is connected, the Current Call screen is activated. The Script tab opens automatically if a script exists for the campaign. Otherwise, the General tab is shown. A script contains the words you will say to the customer for this campaign.

    The contact’s information: name, company name (or phone number if the name does not appear in the contact database) are displayed in the status bar at the bottom of the screen. If several contact records contain the current number, you are notified.

    To view the contact details, click the General tab.

    The Contact record information is presented in the Call Details section.

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    You can type information into the fields. As soon as you set a disposition for the call, the information is saved.

    All call controls are available in the Actions section at the right side of the screen. You can use them while on a call. The button availability depends on your permissions. If more than one phone number is listed, a green phone icon appears for each number in the contact record. Click the phone icon to dial the corresponding number.

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    Managing Calls– Actions Managing Calls –Action Descriptions

    WrapUp Call Hangs up the call but leaves you in wrap-up mode until a call disposition is selected.

    Record Call Allows you to record a call.

    Place Call On Hold Place Call On Hold - Places the call on hold and plays music until pressed again to retrieve the call.

    Park Call Places the call in a parked state where it may be transferred to another User, transferred to a third party, or added to a Conference. You should select a Not Ready status (using the At End Of Call Switch To button) before clicking on the Park Call button to avoid receiving another call.

    Transfer transfer the current call to a third party or another agent.

    Add Conference Participant

    Adds a third party to the call.

    Start Worksheet Starts a worksheet for data entry.

    Manual Connector Connectors automate the manual process of looking up a customer record or completing a form. By clicking on this button, you can manually launch the connector.

    Set Disposition Automatically hangs up (ends) the call and records a disposition. Dispositions are set up by your administrator. you can only select the dispositions predefined by an administrator. This is always the last step in completing a call.

    Select Contact Record Available when there are two or more Contact records found for the current number. By clicking on this button, you can select an appropriate Contact record by choosing one of the displayed options.

    At End of Call Switch To Displays agent states that can be selected after setting a disposition for the current call. When the call ends, you status is automatically switched. Use this option if you are currently processing a call, but will immediately become unavailable for calls afterwards.

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    As long as the call is not assigned a disposition, you can type into the Comments field. After the call has been processed, you can hang up.

    Use Dial Pad The dial pad is displayed when you click this button. The Dial Pad needs to be enabled by the Administrator for a call in the PROCEEDING state. You may need to dial a number that requires interaction with an IVR script. Some of these numbers use SIP Early Media, which means that the 3rd party establishes an RTP stream with VCC, but does not change the call state from PROCEEDING to CONNECTED.

    Volume Control Clicking this button displays the speaker and microphone volume sliders synchronized with Windows volume control. It also includes a mute check box that will blink if it is enabled.

    Play Audio File A drop-down menu of all recorded messages that you can select and play while on a call. Read more in Audio Files.

    Signal Quality Meter While on a call, the application displays a signal quality meter. This is green if the connection is good. If you hover the mouse over it, more details about the connection are displayed. Read more in Volume Control and Signal Quality.

    Managing Calls– Actions Managing Calls –Action Descriptions

  • Processing Calls Processing Calls from Five9 TCPA Domains

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    Processing Calls from Five9 TCPA DomainsIf you are part of a domain enabled for TCPA Manual Touch Mode, you are required to input all internal and external phone numbers manually. External numbers are not dialed automatically. You cannot cut and paste or drag and drop a phone number into the field. When you are ready to dial an external number, enter the number in the field. After you have entered the number correctly, the Dial button is activated.

    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, automatic answer is disabled. However, using speed dial for internal numbers and transferring calls to third parties do not require manual retyping. For more information, contact your supervisor.

    Previewing Contact Records in Five9 TCPA DomainsAgents are automatically presented with a contact record to preview before initiating a call.

    .

    Unlike calls which are automatically dialed after a preview time has expired, in a TCPA domain your Ready state is set to Not Ready. You must change your state to Ready to proceed with the call presented.

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    Dialing External Numbers in a Five9 TCPA DomainWhen you are ready to dial an external number after you have previewed the contact record, click the green phone icon for the number you wish to dial.

    You are presented with a Make Call screen:

    Click Make Call and retype the number to initiate the call.

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    You are not allowed to copy and paste or drag and drop any number into the RETYPE TO DIAL window.

    The Retype number field remains tinted until you enter the number correctly. The Make Call button remains grayed out until the number is entered correctly.

    Previewing Calls in Standard Five9 DomainsThe Preview tab, located on the Current Call screen, is disabled unless you receive a record within an outbound preview campaign.

    In Preview dial campaigns, the Incoming Call notification opens when a new record arrives. Call type is outbound preview which means that it is a call not yet connected. After reading the contact name and campaign name in the Incoming Call window, click Close.

    The Preview tab is now active. Look at the displayed record and review the details. This information can help to decide if you should dial this person.

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    All phone numbers from the record are displayed. A Call button is displayed next to each number.

    One number is in bold - this is the number which the system has selected for dialing. You can either select this or another number in the list for dialing. The number(s) may be grayed out in case they have the final disposition, due to the dialing hours configured for the phone number in the Profile for the campaign, etc.

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    In the Contact Sessions area, you can see previous calls to this contact record. You can study which agent called this contact.

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    By double-clicking an item, you can open the Contact Session Details window.

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    The Preview campaign can be configured with limited preview time. For example, you may be allowed to preview a record for 30 seconds before dialing. The remaining preview time is displayed in the bottom pane, in the red box.

    With the Limit Preview Time option disabled, you can take as much time as needed to make calls.

    If the preview time expires before you make a call, the application behaves in accordance with the Action on Timeout, defined by administrator. Depending on the campaign configuration, the call is dialed automatically or you are placed in Not Ready status:

    • Dial number - The application automatically starts dialing the number in bold for the preview record. you application will switch to the General tab automatically. Process the call in a normal way. (Not available in Preview-Only mode.)

    • Switch agent to Not Ready - You will be switched to the Not Ready user status automatically if you do not dial within the preview time. You will receive a warning notification after timeout period.

    After you change your status to Ready, you receive another preview record.

    When you preview a contact record, you can change your user status to Not Ready in the top left menu. In this case, the preview record remains active. You can dial the numbers. But after you set a disposition for the call, the new preview records are not visible to you.

    Calling the Contact in the Current RecordTo call the contact, click the green button next to the phone number you want to dial.

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    You can also click Call Customer located in the Actions section on the right, and select the number to call.

    After a number is dialed, the General tab opens. The call is processed as a standard outbound call.

    To disposition a call, click Set Disposition to select from the list of dispositions configured for the campaign. Among the listed dispositions, there are system dispositions such as No Answer, Busy, Fax, Answering Machine, Dial Error, etc. During the calls dialed by the Predictive Dialer, these system dispositions are defined and set up automatically. But for the Preview calls you need to select them manually.

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    After dialing a number in Preview mode and setting a a redial or any non-final disposition, you are prompted to try the number again. Clicking Yes allows you to try the same number again, or to try another number for the record. The Preview window opens again and shows the details of the same contact record. If the contact has several phone numbers, the number next after the one already dialed will be highlighted in bold.

    When the call is completed, the next Preview dial record from the list is delivered to you.

    Skipping the Contact RecordYou can skip the record shown to you in the Preview window if you have permission.

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    To skip a record without dialing, click Set Disposition located in the Actions on the right. You can now select a disposition from the displayed drop-down menu. The campaign skip dispositions to select are configured by the Administrator.

    The example skip dispositions are Declined, Skipped - Not Qualified, and Skipped - Re-Queue. The skip dispositions can be of any type, including the Redial and Final. After you select a skip disposition, a new record window is presented to you.

    Recording CallsIf enabled by the Administrator, the call recording may be continued after the call is transferred to a third party. You can record internal and external calls. Click Record Call in the Actions toolbar. The button becomes pressed, indicating that the call is being recorded.

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    A call recording is a WAV file containing the record of your conversations during the call sessions. Recording agents for quality control or sales verifications can be critical to call center supervisors.

    There are a number of options/settings for call recordings:• System-wide level (default FTP server)• Agent level• Campaign level (a number of campaign settings)

    Administrators can enable these options for a campaign:• Auto-Record• Setting Recording name to Session ID• Campaign-specific FTP server

    If enabled, the call recording may be continued after the call is transferred to the 3rd party. With the permission, you can record calls or a portion of a call using the Record Call button on the Current Call screen. Agents can record both internal and external calls. Read more in Recording Calls.

    An administrator can enable the Always Record Agent’s Calls option for you so that all your calls are recorded. Supervisors can record agents' calls as well.

    Making Conference CallsDuring calls, you can create conference calls with three or more internal or external parties. You can start a conference from the Current Call screen by adding the active and parked calls to the conference. Conference participants are displayed only to the User who added them on the Current Call screen.

    The Administrator can select one of the following options for each campaign, in the case that multiple Five9 Agents are connected to a call:

    • Agent who initiates conference must set a disposition for the call - The first agent on the call must select a disposition when leaving the conference.

    • Last Agent to leave conference must set a disposition for the call - The last agent on the call must select a disposition.

    • Conference initiator decides who must set a disposition for the call - The first agent on the call may decide whether to select a disposition or pass disposition-setting responsibilities to another agent, when leaving the conference.

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    • The conference call is not disconnected after the first party leaves the conference, you and other parties can remain on the call.To start a conference, click Conference.Your party is automatically placed on hold. Until you select a disposition, you can add information to the call log.

    Selecting Conference Participants from a List1 Click Current Call.

    2 Click Add Conference Participant.The contact is placed on hold.

    3 Select a transfer party.Before adding a conference participant, you can see the status of agents to whom can connect the call (Not Ready to take a call (Red), Ready to take a call (Green) or off line (Grey). An agent must be in Ready state to accept a conference call.

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    4 To switch to Simple mode, click Details.

    5 Use the filter to display only those item types you need.

    6 Enter a name.

    7 Define the options for conference:– Warm Conference - After a consultation call, transfer the customer to

    another agent, supervisor, or third party by using warm transfer.– Include Caller Info - If you check this option, the new call participant receives

    contact details. If you do not check this option, the call participant receives only information about you who initiated the call.

    8 On the displayed screen, enter the phone number for the person to add to the call, and click Add Participant.For warm conferences, the third party is connected so that you can discuss the call with the third party before adding the original contact.

    9 Click Complete Conference to add the original contact to the call.

    Adding Parked Users to a Conference1 During the call, click the Parked Calls tab.

    2 Right-click a parked call, and select Add To Conference.

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    3 Click Yes, and OK.

    Leaving a ConferenceTo exit the conference and leave the other two members active, select Leave Conference from the Actions menu and choose a disposition.

    The conference call is not disconnected after the first party leaves the conference. You and other parties can remain on the call.

    Transferring CallsYou can transfer a call to an agent, skill group, speed dial number, or running inbound campaign. You can transfer internal and external calls.

  • Processing Calls Transferring Calls

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    Customers are automatically put on hold and are transferred to the desired agent or to a group of agents with a specific skill, rather than making the customers wait while manually putting them on hold and handling the transfer. The call no longer needs to be manually parked first.

    1 Click Transfer.

    2 Select a third party.Before transferring a call, you can see the Ready status of the intended party to whom you are going to transfer the call: Not Ready to take a call (Red), Ready to take a call (Green), or off line (Grey). You can transfer a call only to an agent who is online.

    To switch to Simple mode, click Details. The window has no options as shown below:

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    3 Use the filter to display only the item types that you need.

    Agents - If the check box is selected, all agents are listed.

    When you start typing a name, the appropriate names are listed in the Agents and Skills field.

    4 Select a contact in the list, or type a phone number.

    5 Define the options for call transfer:– Timeout options:

    - Time- Record Voice mail- Warm: After a consultation call, transfer the customer to another agent.

    – Set Disposition: You can also pick up a disposition, such as Transfer to third party.

    6 Click Transfer Call, or Begin Transfer (warm transfer).

    7 Click Close.

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    If enabled by the administrator, the call recording may be continued after the transfer.

    Managing Parked CallsYou can park internal and external calls. You can transfer, retrieve, and add to conference a parked call.

    1 Click Park Call. The call is displayed in the Parked tab. The Call Details section and the buttons on the right become unavailable.

    2 Right-click on a call in the list in the Parked tab, and select Retrieve Call, Transfer Parked Call, or Add to Conference.

  • Processing Calls Selecting Contact Records

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    3 Click Yes.A window with the call details opens.

    After the call has been added, you are notified, and the call appears in the Conference Participants box.

    Selecting Contact Records

    Selecting a Contact Among Many that Share the Same Phone Number

    When two or more contact records have the same phone number, you need to select the appropriate contact record. Make sure you are in the Current Call screen and have an active call.

    1 Click Select Contact Record at the right of the current call menu.

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    2 From the displayed drop-down menu, select Lookup by Current Number.

    3 Select a contact record, and click Select.

    Your changes in the previously selected record are lost. The selected contact record details appear in the General tab.

    Associating a Call with a ContactIf no correct contact records that are associated to the current number have been found, you can associate the call to another contact by performing a Contact Record Lookup.

    1 Click Select Contact Record at the right of the current call menu.

    2 Select the Lookup Contact option.

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    3 Define the search criteria, and click Lookup.

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    4 Select the necessary contact and click Select.

    The selected conta