Five9 Agent Desktop Plus

Size: px
Start display at page:

Download "Five9 Agent Desktop Plus"

Transcription

1 Cloud Contact Center Software Five9 Agent Desktop Plus User s Guide January 2018 This guide describes how to process voice interactions with campaign tools, such as scripts, connectors, and worksheets. 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 2018 Five9, Inc.

2 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 Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Agent Desktop Plus User s Guide

3 Contents What s New... vii Chapter 1 Preparing your Station... 1 Logging into the Agent Desktop Plus... 2 Connecting to Five9 UC - Skype for Business... 4 Selecting a Station... 5 Softphone Station... 5 PSTN Station... 6 Gateway Station... 7 No Station... 9 Downloading the Software... 9 Internet Explorer Chrome Firefox version 52+, ADP (Summer Release 2017+) Safari Selecting Audio Devices Monitoring Queues Recording a Voic Greeting Updating the Extensions and the Softphone Changing your Password Managing Your VCC Account Changing your Password and Security Answers Recovering your Password Forgotten Password Incorrect Password Removing the Adapter Chapter 2 Using Agent Desktop Plus Understanding Your Dashboard Status Information Login Status ACD Status and Softphone Sound Control Dashboard Resources About Your Adapter Making Test and Training Calls Troubleshooting Your Application Softphone logs Event Logs iii Agent Desktop Plus User s Guide

4 Requesting Help from a Superior Customizing your Station General Settings Selecting Your Skills Setting Your Display Language Voice Channel Settings Audio Device Settings Sound Alert Settings Text Channel Settings Text Channel Queue Filter Settings Testing and Adjusting Your Headset Connectivity Adjusting the Softphone Volume Changing your State Sending and Receiving Internal Messages Initiating Internal Chat Sessions Sending Broadcast Messages Responding to Chat Invitations Participating in Multiple Simultaneous Sessions Sorting Messages Using the Address Book Tracking your Activities Understanding Maintenance and Power Outage Messages Chapter 3 Managing Contacts Creating Contacts Modifying Contact Records Searching your Contacts Database Simple Search Detailed Search Viewing Contact History Chapter 4 Processing Calls Dialing Calls Manual Calls TCPA Manual Touch Mode Numbers in the DNC List Receiving Calls Using Campaign Features Scripts Worksheets Connectors Call Preview Recordings Using Dispositions Making Conference Calls Warm Conference iv Agent Desktop Plus User s Guide

5 Cold Conference Transferring Calls Warm Transfer Cold Transfer Managing Calls on Hold and Parked Calls Calls on Hold Parked Calls Managing Missed Calls Recording Calls Adding Comments to the Call Log Adding Numbers to the DNC List Ending Calls Chapter 5 Processing Voic , Reminders, and Callbacks Processing Voic Messages Skill Voic Messages Personal Voic Messages Managing Reminders Creating Reminders Modifying Reminders Returning Scheduled Calls Scheduled Calls Manual Calls Chapter 6 Processing Multichannel Interactions Assigning Media Stream Interactions Manually Choosing Interactions Previewing Chat Interactions Accepting or Rejecting a Preview Chat Engaging the Customer Withdrawing a Preview Chat Automatically Assigned Interactions Handling Text Interactions Associating Contact Details With an Interaction Processing Interactions Composing Interactions Replying to Interactions Forwarding Interactions Working With Chat Interactions Resetting Attributes, Cluster, Spam, and Sentiments Grouping Interactions With Topic Threads Adding Notes to Interactions Using Five9 Visual Support Audio and Video Console Previewing Customer Details Before a Video Session Initiating a Video Session Transferring or Ending Video Session Interactions v Agent Desktop Plus User s Guide

6 Using Five9 Web Analytics Proactive Chat Offer Accepting and Locking the Preview Chat Offer Reviewing Contact Profiles Using Text Channel Dispositions Appendix A Preparing your Browser Chrome Firefox Internet Explorer Safari Appendix B Hot Keys and Keyboard Shortcuts Navigation General Keyboard Actions State Management Quick Actions Call Management Voic Management Text Channels vi Agent Desktop Plus User s Guide

7 What s New Chapter 2 This table lists the changes made in the last six releases of this document: Release Changes January 2018 November 2017 October 2017 September 2017 Added the option to assign a fraction of a minute, up to two decimals, to the noanswer time-out of calls shorter than 10 minutes. Added information about selecting a disposition when Composing Interactions. Updated the duration of internal messages in Sending and Receiving Internal Messages. Added PDF, HTM, and HTML to the list of possible attachments and the pound sign in the names of attachments in Forwarding Interactions. Added Managing Your VCC Account. Added a note about a known issue with lists of internal messages in Sorting Messages. Added a note about using only one agent application at a time. Added note that the chat console is not supported with Safari private mode. Added a note about displayed values for queued interactions in Assigning Media Stream Interactions. Added information about supervisors monitoring your calls. Added a note about a possible delay before Not Ready state. July 2017 Added an important note for users who select a PSTN Station. Added Using Text Channel Dispositions. June 2017 Added a note about a defect in Mac OS 10 with Safari 10. Added Using Five9 Visual Support and Using Five9 Web Analytics. Added information about Processing Interactions. Updated information about Working With Chat Interactions. Added a note about permissions for Hot Keys and Keyboard Shortcuts. Added a Firefox browser extension in Firefox version 52+, ADP (Summer Release 2017+). Added information about Setting Your Display Language. vii Agent Desktop Plus User s Guide

8 What s New Release Changes Updated country code selection options in Manual Calls. Added disposition grouping information in Using Dispositions. Added information about Associating Contact Details With an Interaction. Added a note about the contact number format in Initiating a Video Session. viii Agent Desktop Plus User s Guide

9 Chapter 1 Preparing your Station Your station is a web-based communication system for handling voice and text interactions for your organization. To manage your interactions, you must set up a station and connect a phone to your station. To manage only text interaction, you do not need to set up a phone in your station. This guide describes all the features of Five9 Agent Desktop Plus. However, you see only the features that you have permission to use and are relevant to your current task. You may install the Five9 Agent Desktop Plus Web client while maintaining access to the Java client, but you may not use both at the same time. Logging into the Agent Desktop Plus Connecting to Five9 UC - Skype for Business Selecting a Station Downloading the Software Selecting Audio Devices Monitoring Queues Recording a Voic Greeting Updating the Extensions and the Softphone Changing your Password Managing Your VCC Account Removing the Adapter 1 Agent Desktop Plus User s Guide

10 Preparing your Station Logging into the Agent Desktop Plus Mac OS 10 with Safari 10 Important Your administrator may have already configured your browser and installed the adapter. Therefore, follow Preparing your Browser and the steps below only if you are instructed to do so. In this case, be sure that you have the information provided by your administrator: user name (agent ID), password, station number, type of connection, and URL if appropriate. Due to issues in Mac OS with Safari , you may experience one of these problems when the softphone adapter and the extension are installed: After users install the softphone adapter and the extension, an error message is displayed. To resolve the issue, users should press Command + R to manually refresh the page. After users install the softphone adapter and the extension, the adapter may crash. To resolve this issue, users should log out and reopen the browser. After that, the expected three tones are played. Logging into the Agent Desktop Plus Use your credentials to log into the Five9 Web site. Your administrator may have provided separate credentials for the Five9 Web site and Agent Desktop Plus. 1 Click Login. 2 Enter your credentials. 2 Agent Desktop Plus User s Guide

11 Preparing your Station Logging into the Agent Desktop Plus The following image displays all the possible options you may see. 3 Click Agent and select Web. 4 Enter the credentials for your station. 3 Agent Desktop Plus User s Guide

12 Preparing your Station Connecting to Five9 UC - Skype for Business When you log in for the first time, you may be prompted to change your password and/or answer a security question. You see either of these login windows. 5 Follow the instructions that are displayed. Connecting to Five9 UC - Skype for Business Five9 UC enables you to view your corporate contacts in the address book and to communicate with them with Five9 UC if it is enabled by your administrator. If you are logged into a PSTN station with your Windows credentials, you are automatically connected to Five9 UC. If you are not connected to your company s Windows domain, you are prompted for credentials. In this case, log into Five9 UC with the credentials provided by your administrator. You can log into Five9 UC at any time. When you are logged in, your presence is updated in Five9 and in Five9 UC. In the address book, you are visible to all Skype users whether or not they are Five 9 UC users. If you have more than one Skype account, such as personal and business accounts, your name is listed once for each account. Your corporate contacts appear as contacts in your application. You can call and chat with them at any time, and you can chat with users who do not have Five9 UC. When you open the address book, you can see the UC connection status in the title bar. If you click the icon, the login window is displayed. 4 Agent Desktop Plus User s Guide

13 Preparing your Station Selecting a Station Selecting a Station To process voice interactions, connect Agent Desktop Plus to either a softphone, PSTN, or gateway station. This remainder of this guide describes in detail how to use a softphone. Softphone Station PSTN Station Gateway Station No Station Softphone Station Select this option to use your computer for calls. This option is the default. This chapter describes how to use a softphone. 1 Select Softphone. 2 Enter your station ID, and click Next. 5 Agent Desktop Plus User s Guide

14 Preparing your Station Selecting a Station 3 Continue with Downloading the Software. PSTN Station 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. Select this option to use Five9 UC, PBX, or your desk phone. 1 If you have a Skype for Business account, enter your Skype for Business account number to enable Five9 UC. Once connected, set the status to Available for the PSTN connectivity to work. 6 Agent Desktop Plus User s Guide

15 Preparing your Station Selecting a Station If you are using your desk phone, enter the number in the local dialing format. If you are based in the U.S., use the standard ten-digit phone number, such as If you are based in a European contact center, use the standard ITU-T E.164 international number format, including the country code, such as To connect your station now, select Yes. If you choose No, you receive a message that says you have decided to connect your station later. 3 Click Next to start the connection. 4 Answer the phone when it rings. The system saves all settings except your password. If your administrator has set a maximum number of unsuccessful login attempts before locking your account, a Last Try message is displayed at the top of the login window during your last attempt. To unlock your account, contact your administrator. 5 If you heard the three tones, click Next to select your skills for this working session. Three tones in the PSTN device indicate you are connected to your station. The STATION CHECK display indicates whether your connection attempt was successful. 6 If your VCC administrator allows you to select queues or skills to use during your session, continue with Monitoring Queues. Gateway Station Gateways are used with Internet Protocol (IP) phone systems. Calls to and from the Five9 Virtual Contact Center (VCC) are processed across the Internet. 7 Agent Desktop Plus User s Guide

16 Preparing your Station Selecting a Station 1 Select Gateway. 2 Enter the station address provided by your VCC Administrator. The format for the station address is a combination of the port number and the public IP address used for access to the gateway in your domain. 3 To connect your station now, select Yes. If you choose No, you receive a message that says you have decided to connect your station later. 4 Click Next to start the connection. 5 Answer your gateway station phone when it rings. The system saves all settings except your password. If your administrator has set a maximum number of unsuccessful login attempts before locking your account, a Last Try message is displayed at the top of the login window during your last attempt. To unlock your account, contact your administrator. 8 Agent Desktop Plus User s Guide

17 Preparing your Station Downloading the Software 6 If you heard the three tones, click Next to select your skills for this working session. Three tones in the PSTN device indicate you are connected to your station. The STATION CHECK display indicates whether your connection attempt was successful. 7 If Your VCC administrator allows you to select queues or skills to use during your session, go to Monitoring Queues. No Station If you do not connect a phone to your station, you can still manage contacts and engage in text interactions with Five9 Chat, Five9 , or Five9 Social. Select None. Click Next in the Station Setup screen to display the Station Check screen. Note If you select the None station type you will not be able to place or receive calls until you change your station type. If Your VCC administrator allows you to select queues or skills to use during your session, see Monitoring Queues. Downloading the Software If your VCC Administrator has already installed the Five9 Softphone for you, skip this section, and go to Selecting Audio Devices. As soon as your browser detects that the softphone is not installed, the appropriate download links for your browser appear: 9 Agent Desktop Plus User s Guide

18 Preparing your Station Downloading the Software Firefox v54 & Internet Explorer: softphone only. Chrome, Firefox v.54 or later using ADP, and Safari: softphone and extension. Internet Explorer You need to install only the softphone Click Download and Install Five9 Softphone. 2 If you are prompted to allow the download because of your site s security settings, click Allow. 1 Save the file. 2 To start the installation, locate and open the file. 10 Agent Desktop Plus User s Guide

19 Preparing your Station Downloading the Software 3 If you see a security warning, allow the installation. 4 Click Run. 5 When done, click Finish. You hear three tones, which indicate that your station is working and the audio device you chose is connected. If you do not hear the three tones, restart your station as shown below. You can use this option when your station becomes disconnected during a work session. In that case, you would see the figure on the right. 6 Proceed to Selecting Audio Devices. Chrome In addition to the softphone, Chrome requires an extension. 11 Agent Desktop Plus User s Guide

20 Preparing your Station Downloading the Software 1 Click Install Five9 Browser Extension. 2 Click Add. A confirmation message is displayed. 3 If you do not see a confirmation that the browser extension is installed, refresh the browser. 4 Click Download and Install Five9 Softphone as described in Internet Explorer. 12 Agent Desktop Plus User s Guide

21 Preparing your Station Downloading the Software 5 Proceed to Selecting Audio Devices. Firefox version 52+, ADP (Summer Release 2017+) In addition to the softphone, Firefox requires an extension to use of 64-bit as well as 32- bit systems. 1 Click Install Five9 Browser Extension. 2 Click Install to install the Five9 browser extension. A confirmation message indicates successful installation. 13 Agent Desktop Plus User s Guide

22 Preparing your Station Downloading the Software 3 Download and install the Five9 Softphone. Your Five9Softphone.msi may appear in your Firefox downloads folder. Click the download to access the installer from your downloads folder. 4 Click Run to install the Five9 softphone. 5 Click Finish to complete the installation. To confirm the installation, check your Firefox extensions. Activation is automatic. 14 Agent Desktop Plus User s Guide

23 Preparing your Station Downloading the Software 6 Proceed to Selecting Audio Devices. Safari In addition to the softphone, Safari requires an extension. 1 Click Install Five9 Browser Extension. 2 In the Safari downloads folder, double-click the Five9 Softphone Extension. 15 Agent Desktop Plus User s Guide

24 . Preparing your Station Downloading the Software 3 Refresh the page. 4 Download and install the Five9 Softphone. 5 Click the Installation icon. When the installation is completed, a success message is displayed. 6 Enable the Five9 Softphone Extension. a In the Safari Preferences, select the Extensions tab. b Click Five9 Softphone Extension, and check Enable Five9 Softphone Extension. 7 In Safari, select View and show Five9 Softphone. 8 Restart the browser. 9 Proceed to Selecting Audio Devices. 16 Agent Desktop Plus User s Guide

25 Preparing your Station Selecting Audio Devices Selecting Audio Devices Select the audio device that you will be using for calls. To ensure that you hear call notifications and voic messages, select the default audio devices of your system. The system default can override any audio device you set up for Five9. The system displays built-in and USB-connected devices because all audio devices are automatically detected. Five9 does not recommend that you use built-in audio devices because they can cause extreme audio interference. Note If you do not see your audio device in the menu or you are unable to select it, you may need to update the drivers for your device. Visit your manufacturer s Web site for instructions and downloads. Monitoring Queues Queues or skill groups are used to organize interactions into groups. Each campaign or profile may have more than one queue. You may be assigned to multiple queues. Select the queues that you want to monitor during the session. Optionally, check Remember my selection, and click Confirm. If you select none, you can perform only these actions: Receive direct interactions: Such as transfers and interactions that are sent to all agents. 17 Agent Desktop Plus User s Guide

26 Preparing your Station Monitoring Queues Make manual calls: All call features that you are usually allowed to use are available, except campaigns and features that are set in campaigns, such as scripts and worksheets. Make transfers: Transfer an interaction to another queue or agent. Skills: queues assigned to you Number of calls in queue Number of callbacks Default queue Longest time in all queues Longest time in each queue 18 Agent Desktop Plus User s Guide

27 Preparing your Station Recording a Voic Greeting To display your home page, click View My Dashboard. Your dashboard displays the current status of each queue. To see the updated status of the queues, click Details at the bottom of your dashboard. If your administrator adds or deletes skills assigned to you while you are logged in, you see a message that instructs you to log out and back in so that you can accept the changes. Recording a Voic Greeting You can upload a personal voic greeting but not a skill group greeting. Prepare the file now so that you are ready to upload it when you customize your station in the next chapter (Voice Channel Settings). You can record your greeting with professional software or the Windows Sound Recorder. The recorded audio is saved in WAV format. You need a microphone or a headset connected to your computer. With Windows 7, you cannot save audio files WAV files that are recorded with the Sound Recorder application. To record a greeting, you may download and use a third-party application, such as Audacity (a free program). For more information, see your administrator. 1 To save the file, select File > Properties. 2 In the Properties window, click Convert Now. 3 In the Sound Selection window, set these options: WAVE audio, ITU G.711 mulaw, mono 800 Hz. In some applications, you may see CCITT u-law, khz, 8 bit, Mono, 7 kb/sec. 4 Click OK twice. 5 To save your recording, select File > Save As. 6 Select the Sounds (*.wav) type, and ensure that the correct format is selected: 7 CCITT u-law khz, 8 Bit, Mono (In some applications it is also listed as CCITT u-law, khz, 8 bit, Mono, 7 kb/sec.) 8 Click Save. 19 Agent Desktop Plus User s Guide

28 Preparing your Station Updating the Extensions and the Softphone Updating the Extensions and the Softphone After you have installed the adapter, all updates will be installed automatically if you have logged out of your station. As shown below, if an update is available for your type of station, the update appears immediately after you select your station. Updates may be available for one or more type of station at the same time. In this case, an update exists for the softphone option but not necessarily for PSTN and gateway stations. Depending on your browser, updates to extensions are automatic or manual: Chrome: When a new version is released in the Web Store, the update is automatic, but you may see a prompt if an action is required. If so, click Add to Chrome. Firefox, Internet Explorer, and Safari: When a new version is released, you see a button in the adapter when you log in. To install the update, click Download. When a new software version is released, you may see these messages in the adapter when you log in. If the softphone also needs to be updated, you see these messages immediately following the extension update. Changing your Password Password requirements are set by your VCC administrator. You may be required to answer a question that can be used to retrieve your password if you forget it later. After completing this section, you will be returned to the login page. Note You may change your password in here and in My Settings in the Customer Portal as described in the following section. 1 Enter and confirm your new password. 20 Agent Desktop Plus User s Guide

29 Preparing your Station Changing your Password 2 Choose a security question. 3 Enter the answer, and click Confirm. A confirmation message is displayed. You may also change your password at other times. To do so, select Help > Change Password. Enter and confirm a new password. 21 Agent Desktop Plus User s Guide

30 Preparing your Station Managing Your VCC Account Managing Your VCC Account You may have been provided separate credentials for the Five9 Customer Portal and each application that you may access. Changing your Password and Security Answers Recovering your Password Changing your Password and Security Answers If 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. 22 Agent Desktop Plus User s Guide

31 Preparing your Station Managing Your VCC Account 3 When done, click Update. Recovering your Password You must recover your password if you forget it or if you enter an incorrect password. Forgotten Password If you have forgotten your password to access the Customer Portal, follow these steps. 1 Enter your user name. 23 Agent Desktop Plus User s Guide

32 Preparing your Station Managing Your VCC Account 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 address, and click OK. If you have permission to reset your password, you see this window. Continue with step 5: 24 Agent Desktop Plus User s Guide

33 Preparing your Station Managing Your VCC Account 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 ed to you. 7 Answer the verification questions, and click OK. 25 Agent Desktop Plus User s Guide

34 Preparing your Station Managing Your VCC Account 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 Password If 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: 26 Agent Desktop Plus User s Guide

35 Preparing your Station Removing the Adapter Customer Portal Applications Removing the Adapter Warning Use this procedure only if directed to do so by your administrator. Do not use this procedure to update your softphone. If you need to remove the softphone adapter, follow these steps. However, if you installed an extension for the Chrome or Safari browser, the extension remains. 1 Log out of the softphone, and close your browser. 27 Agent Desktop Plus User s Guide

36 Preparing your Station Removing the Adapter 2 Remove the softphone: a Click Start > Control Panel > Programs > Uninstall a Program. b In the list of programs, select Five9 Softphone and click Uninstall. c d Click Yes to confirm. When done, close the control panel. 3 Clear the cache of your browser. The login window for the softphone still appears, but the softphone is no longer installed: if you try to log in now, the installation process starts again. Chrome: a. Click the Chrome menu in the top-right corner of the browser. b. Select More Tools > Clear browsing data. 28 Agent Desktop Plus User s Guide

37 Preparing your Station Removing the Adapter d. Select the amount of data that you want to delete, such as the beginning of time to delete everything. e. Check the boxes for the types of information that you want to remove. f. Click Clear browsing data. g. Close the Settings tab. Firefox: a. Click Tools > Options > Advanced > Network. 29 Agent Desktop Plus User s Guide

38 Preparing your Station Removing the Adapter b. Click Clear Now until the amount in the cache is 0 bytes. c. Depending on your browser version, close the tab. Internet Explorer: a. Click the cog in the top right corner > Safety > Delete browsing history, or press Ctrl+Shift+Delete. 30 Agent Desktop Plus User s Guide

39 Chapter 2 Using Agent Desktop Plus This chapter describes all the available features. You may see only a subset of these features depending on permissions assigned to you. Understanding Your Dashboard Troubleshooting Your Application Requesting Help from a Superior Customizing your Station Testing and Adjusting Your Headset Changing your State Sending and Receiving Internal Messages Using the Address Book Tracking your Activities Understanding Maintenance and Power Outage Messages Understanding Your Dashboard From the dashboard, you can reach all the features that you need to process interactions and manage your station. Status Information The top and bottom of your dashboard contain the information about the current session. Login Status The login status bar shows your avatar (if enabled), your agent name, domain name, login name and your extension. Also see what time you logged in, what type of station you are using (Softphone, PSTN, Gateway or None), and your connection status. 31 Agent Desktop Plus User s Guide

40 Using Agent Desktop Plus Understanding Your Dashboard Your information Login details Station: type, number, and status ACD Status and Softphone Sound Control Use the ACD (automated call distribution) status bar to keep track of your statistics, such as the number of calls in each queue, the time of day, and to restart your station and adjust your Five9 Softphone sound quality and volume. The statistics are updated every five to eight seconds. Dashboard Resources These options in the upper right area are always visible. Using the Address Book Sending and Receiving Internal Messages Managing Reminders Compose (if enabled) Adding Numbers to the DNC List Customizing your Station Logging out Link to the recent version of the agent s guide Hot Keys and Keyboard Shortcuts Link to the Customer Portal Troubleshooting Your Application About Your Adapter Making Test and Training Calls Testing and Adjusting Your Headset Changing your Password Requesting Help from a Superior 32 Agent Desktop Plus User s Guide

41 Using Agent Desktop Plus Troubleshooting Your Application About Your Adapter If problems occur with your adapter, your administrator or Five9 Customer Support may request the version of the adapter installed on your computer. The JavaScript and softphone versions appear in this window and are saved in the logs. Making Test and Training Calls You may make test calls if you have permission. The training mode delivers to your station simulated calls for outbound campaigns. Messages are displayed as if you were processing a real call, but most call-related options are not available although the buttons are enabled. Dispositions do not affect real records. To receive test calls, your state must be Ready for Voice. Troubleshooting Your Application If you have problems with your adapter, your administrator or Five9 Customer Support may request one or both sets of application logs to troubleshoot issues. These logs contain the events that occur during your session. Softphone logs Your administrator or Five9 Customer Support may request files that contain information about your adapter. Softphone logs are saved in your computer for four days before being deleted. Log files are located in these folders: 33 Agent Desktop Plus User s Guide

42 Using Agent Desktop Plus Troubleshooting Your Application Windows: C:\Users\<yourUserName>\AppData\Roaming\Five9\Logs\websoftphone Mac: ~/Library/Application\Support/Five9/Logs Event Logs The event logs are located in your station. 1 In the Help menu, click Show Application Logs. The log window gathers all available information. The process takes seconds. During that time, if you click Stop Logging or close the window, the content that has been logged so far is not saved, but the rest of the session information is retained unless the session has timed out. The log is complete when no more information is added. 2 To save the content that you need to send to Customer Support, click Download Logs. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, _14 PM.txt. The file is saved in your default download folder. 3 If you need to create a help ticket, click Log Issue, and describe your problem. You may download the logs also from this location. 34 Agent Desktop Plus User s Guide

43 Using Agent Desktop Plus Requesting Help from a Superior 4 Click Submit. Requesting Help from a Superior This option enables you to rapidly contact your supervisor or administrator to request help. Your supervisor receives a chat invitation. You may create or participate in a chat session whether your state is ready or not. 1 In the Help menu, click Request Help. 2 Select one of these options: Administrators 35 Agent Desktop Plus User s Guide

44 Using Agent Desktop Plus Requesting Help from a Superior Supervisors. - Select the appropriate skills, for example a specific skill, such as in this figure. 3 Click Send Request. You hear an alarm and see this message. 4 Click Close. After your supervisor accepts the chat request, a chat invitation appears in your softphone. 5 To join the chat session, click the text. 36 Agent Desktop Plus User s Guide

45 Using Agent Desktop Plus Customizing your Station 6 As needed, enter messages in the field, and click Send. When the issue is resolved, you or your administrator may end the session. If your administrator ends the session, a note appears in your chat window. Customizing your Station Your dashboard helps you to keep track of your work and statistics for your current session. All the features you need to handle voice and text interactions are available in the dashboard. To configure your profile settings, select the wheel icon and Settings from the menu. All available options are described below. However, your VCC administrator may have enabled only a subset of these options. General Settings Voice Channel Settings Audio Device Settings Sound Alert Settings Text Channel Settings Text Channel Queue Filter Settings 37 Agent Desktop Plus User s Guide

46 Using Agent Desktop Plus Customizing your Station General Settings The general settings define your ability to choose your skills distinctly at each login and also determine the display language. Selecting Your Skills This option is available if you have permission to access call queues. If you disable this option, you can no longer manually select your distinct call queues when you log into the adapter. Setting Your Display Language If your domain and user role are enabled for multiple languages, you can select the display language for items, such as labels, dispositions, notes, internal chats, and reason codes. To choose a display language, click Application language. Voice Channel Settings These settings apply to phone calls. Enable pop-up windows for reminders: Receive reminders about scheduled tasks. Show Incoming Call Pop-Up: Display pop-up windows when calls arrive at your station. 38 Agent Desktop Plus User s Guide

47 Using Agent Desktop Plus Customizing your Station auto-answer Auto-Answer: Check the boxes for calls that you want to answer automatically: inbound, autodial, outbound, and internal calls, and skill voic messages. Important For outbound calls placed by the dialer, do not use this option because the allowed time expires before you can answer. Greeting: Message that callers hear when they reach your station. Click the field to find a recorded WAV file. Click Upload to upload the file. Click Reset to delete a recorded greeting file. Click Apply to save your settings. Audio Device Settings If you are using the softphone station type, you can change or adjust your device as needed to improve voice quality in the Audio Devices section. 39 Agent Desktop Plus User s Guide

48 Using Agent Desktop Plus Customizing your Station Set the voice controls for your speakers and microphone: Audio Output: List of available speakers. Your external headset appears in the menu when it is plugged into your workstation. To adjust the volume, move the slider left or right as needed. Microphone: List of available microphones. Automatic Gain Control: If enabled, you can adjust the amplification of the microphone so that the result remains constant. This option automatically adjusts the volume for you based on the loudness and quality of the sound coming in through your input devices. Acoustic Echo Cancellation: If enabled, you can improve voice quality by preventing or removing echoes. Click Apply to save your settings. Sound Alert Settings Select the sounds to be played when you receive a voice or text interaction. 40 Agent Desktop Plus User s Guide

49 Using Agent Desktop Plus Customizing your Station Text Channel Settings Select how you want to manage your text interactions. 41 Agent Desktop Plus User s Guide

50 Using Agent Desktop Plus Customizing your Station Auto-Lock on Item: To prevent another agent from accessing an item, enable the auto-lock option. In this case, you need to unlock items manually to reassign back to a queue. Sort by influence: To automatically sort queued items by their influence score, enable the option. Auto-Refresh the Queue: Automatically updates the list of interactions in the media queue. This setting remove interactions that are assigned, terminated, locked by other agents, or for which a disposition has been set. After you enable the option, select a refresh rate from the menu. LIFO and FIFO: Select in which order to retrieve new items: LIFO (last in, first out) or FIFO (first in, first out). Personal signature: When you send an message, you can automatically add a personalized signature. To do so, enable the option, and enter in the field the text that you want. A signature can contain HTML, rich text, and images. To add an image, click the image icon to specify the location of the image. Be sure that images are no larger than 100 x 100 pixels: o Text Channel Queue Filter Settings You can define filters to see text interactions in your media stream queue that meet criteria that you specify. Scroll to see all Queue Filter settings. Date range: Use the calendar icons to display interactions between a beginning and ending dates. Dispositions: Select the dispositions to include in the media queue. 42 Agent Desktop Plus User s Guide

51 Using Agent Desktop Plus Customizing your Station Clusters: Select the clusters of items to include in your queue display. Clusters are defined by your system administrator based on related items that enter the queue. Profiles: Select the profiles to include in your queue. Profiles for the media queue are equivalent to the skill groups for calls. Sentiments: Check the sentiments associated with the interactions that you want to include in your media queue. Priority: Check the priority of the interactions you want to see in your media queue. Priorities are assigned to interactions based on the business rules defined by your VCC administrator. SPAM: Select Show SPAM Items to include all items in the queue, including SPAM. Select Hide all other items to show only SPAM items in the queue. This choice is available only if Show SPAM Items is also selected. 43 Agent Desktop Plus User s Guide

52 Using Agent Desktop Plus Testing and Adjusting Your Headset Testing and Adjusting Your Headset Before you start working, check the voice quality of your headset. Connectivity The menu options are located in the upper right corner of your dashboard in the Help menu. Testing Voice Quality: To test the voice quality of your communication device, make an echo call. Your speech is recorded and played back to you. If you encounter latency issues and other problems that may lead to degraded voice quality, Five9 can help you to resolve problems. You must be in Not Ready state to make an echo call. Select Help > Echo Call. 44 Agent Desktop Plus User s Guide

53 Using Agent Desktop Plus Testing and Adjusting Your Headset Testing Voice Connectivity and Signal Strength: If you are instructed by your administrator or Five9 to test voice connectivity, select Help > Voice Connectivity Test, and follow the instructions. Adjusting the Softphone Volume To show the volume and microphone sliders, click the speaker and microphone icons located in the lower right section of your dashboard. State 45 Agent Desktop Plus User s Guide

54 Using Agent Desktop Plus Changing your State Changing your State Your state determines your ability to process calls, voic , and text interactions. When you log in, your state is set to Not Ready. Before using your station, be sure to change to Ready state. You can select the channels you are ready to process. Important Each time that you change your state, the timer returns to zero. Be sure to always select the appropriate option so that your work time is reported correctly. To change your state, open the menu at the top left of your dashboard, and select a state. Ready to process selected channels Select channels (Voice, VM, Text) Not Ready states Select a state: Ready: Start working with the channels you have selected. When you set your availability, your preferences are saved for the next time your log in. If you want to work with the same selections, select Ready when you log in again or return from a Not Ready state. Ready for...: Select the channels you are ready to handle. 46 Agent Desktop Plus User s Guide

55 Using Agent Desktop Plus Changing your State Voice: Make and receive calls but cannot receive voic . VM: Receive voic but cannot make or receive calls. Text: Send and receive all text interactions ( , chat and social). delay before Not Ready state Not Ready: Indicate you are not ready to receive interactions. Note Your administrator may have set a delay of up to 59 seconds between your Not Ready selection and your effective state change to Not Ready. During that interval, you may continue to receive outbound calls. Once the delay expires, you no longer receive calls. If you are not ready to receive interactions, select a Not Ready state from the list, such as break, meal, or meeting. You are in Not Ready state when you first log in. If you reject an interaction or do not accept it within the specified time, you are automatically set to Not Ready state, and the interaction is routed to the next available agent. To again receive interactions after completing your current task, you need to set your state to Ready. During a call or text interaction, you must not accept another interaction or call right away. Select a Not Ready state (for example, break) to prevent a new interaction from being assigned to you. As soon as you finish your current interaction, your state changes to the Not Ready state that you selected (Break, in this case). You can also define a pending Ready state. When your task is completed, your state changes to Ready. The future state is displayed on the right side of the state menu. Logging out: The softphone is disconnected after you select a reason. You cannot make or receive calls and use voic . If you use a gateway, you must hang up your analog phone after logging out. You must end an active chat session before logging out. Logging out 47 Agent Desktop Plus User s Guide

56 Using Agent Desktop Plus Sending and Receiving Internal Messages Sending and Receiving Internal Messages To exchange messages in real time with supervisors and other internal users, you may start or participate in chat sessions. You cannot use a chat session to communicate outside your organization. You may participate in multiple messages simultaneously. In this case, you can open each one in a separate new window. Old messages are deleted after 30 days. To open the messages menu, click the conversation icon in the tool bar. To see the list of messages, click View All. Initiating Internal Chat Sessions Sending Broadcast Messages Responding to Chat Invitations Participating in Multiple Simultaneous Sessions Sorting Messages Important Each chat or broadcast message is limited to 1024 characters. Longer messages are automatically truncated. You are not notified. Initiating Internal Chat Sessions One or more internal users can participate in a chat session. You can create a chat session or broadcast a message to multiple internal users. 1 Click New IM. 2 Select the users that you want to invite, or search for participants by entering part or all of their name in the search field. A green circle before the name indicates that the user is logged in. 48 Agent Desktop Plus User s Guide

57 Using Agent Desktop Plus Sending and Receiving Internal Messages 3 Click Confirm. The names of the participants appear at the top of your chat window. The users receive an invitation. If a user declines or does not respond to your invitation, you receive a message. 4 After the users accept your invitation, enter a message in the field. The chat text appears in the main window. The rest of the conversation appears below your initial message. 5 To add users from the chat, click Add in the top right corner. The same menu that you used earlier to select users reappears. The current participants are shown at the top of the list. 6 To end the session, click End. 49 Agent Desktop Plus User s Guide

58 Using Agent Desktop Plus Sending and Receiving Internal Messages 7 To end the session permanently, click End Conversation. To end the session temporarily, click Cancel and close the message. You can retrieve it later from your list of messages. Sending Broadcast Messages Broadcast messages are similar to instant messages. When you send a broadcast message, you also receive a copy. You cannot reply to a broadcast message. 1 Click New Broadcast. 2 Select the recipients, enter your message, and click Send. 50 Agent Desktop Plus User s Guide

59 Using Agent Desktop Plus Sending and Receiving Internal Messages Responding to Chat Invitations When another user or supervisor invites you to a chat session, you see a pop-up window. When you participate in a chat that you did not create, you can leave the chat as shown below, but you cannot close it. All other participants remain in the chat session. Participating in Multiple Simultaneous Sessions The message window displays all your active and inactive chat and broadcast messages. When the number exceeds six messages, you find the additional messages on subsequent pages. To access an ongoing conversation or to continue to communicate with the same users of a message that you broadcasted earlier, click a message. Broadcast message: Note You may send but not respond to a broadcast message. To close the window, click Dismiss. To start a chat session with the same or other users, click IM. You can now chat with the current users, or you may add users to the session. However, you cannot remove the current users. Chat session: Click Start Chat, and enter your message. Sorting Messages You can sort messages by date and type. Note Lists of internal messages are returned only for the past 24 hours although the filter provides 7-day and 30-day options. You may also choose to display instant messages, broadcast messages, or all. 51 Agent Desktop Plus User s Guide

60 Using Agent Desktop Plus Using the Address Book Using the Address Book Five9 saves the internal and external phone numbers of your organization and the names of Five9 agents and skills in your address book. When searching for a skill or user name, enter any set of number or letters that are part of the name. Names are not case sensitive. All contacts and users are displayed by default. You may filter by groups, roles, or user states. Each filter contains a search field. Five9 UC for Microsoft If your administrator has enabled UC for Microsoft, your address book contains additional entries. You are visible to all Skype users whether or not they are Five 9 UC users. If you have more than one Skype account, such as a personal and a business account, your name is listed once for each account. Your corporate contacts appear as contacts in your application. You can call and chat with them at any time, and you can chat with users who do not have Five9 UC. In the address book, the UC connection status is displayed in the title bar. If you click the icon, the login window is displayed. 52 Agent Desktop Plus User s Guide

61 Using Agent Desktop Plus Using the Address Book When filters are enabled, a message stating that filters are on is displayed on the header. To view all contacts, reset filters. To open the address book, click the address book icon in the tool bar. To search a contact: Enter a name or number in the field. When you start typing, the closest matching contacts (containing the typed search string) are displayed. Use filters (Contact Center and/or Corporate) to narrow your search. - All Groups: View Agents, Skills, Speed Dials, or all - Any Roles: View Agents, Supervisors, Administrator, or all - Any State: View agents who are Available (Green), Logged out (Grey), Not Ready (Red), or all. To sort results, select Name, State, or Role To call a contact, click Call or click the phone icon. You can make a call, transfer a call, or start a conference. To chat with a contact with Five9 UC, click IM. 53 Agent Desktop Plus User s Guide

62 Using Agent Desktop Plus Tracking your Activities To view details of the contact, click More. Tracking your Activities The dashboard keeps track of your work and statistics for your current session. Your session statistics are available for up to 12 hours. When you log in for a new session, your statistics are reset to zero. Click My Activity in the navigation bar to see all your interactions for the session. You can display your activity for up to 60 days. To sort the list by any column, click a column header. To view an item, double-click the item. To show interactions by campaign, call type, and date range, use the menus at the top right. This example shows the available call types. In the LAST 5 INTERACTIONS section of your dashboard on the right, you can see previous voice and text interactions exchanged with this contact. 54 Agent Desktop Plus User s Guide

63 Using Agent Desktop Plus Understanding Maintenance and Power Outage Messages Complete list of previous interactions with the contact that you can sort (at the bottom) by using the most relevant option Understanding Maintenance and Power Outage Messages If you are logged into your station and in Ready state when Five9 maintenance or a power outage affects your domain, you may see one or more of these messages. Your supervisor may provide instructions to minimize the impact to your work. When maintenance is about to start, you will be notified 10 minutes before the event by your supervisor. Maintenance may last from a few minutes up to several hours. Depending on the type of work that Five9 needs to perform, your actions may be partially or totally restricted. For example, in some cases, connected calls are dropped, but calls in your queues remain. You may be able to make campaign-related manual calls, preview calls, return voic messages, and receive calls from inbound campaigns. 55 Agent Desktop Plus User s Guide

64 Using Agent Desktop Plus Understanding Maintenance and Power Outage Messages After maintenance is completed, you may need to install a new software version. Description Message These messages appear in your dashboard when maintenance starts and ends. The timer indicates when your actions will be restricted. You may finish your current call and any calls in your personal queue. Your station is temporarily disconnected and automatically reconnected when maintenance is completed. You may see either message when the work is in progress or completed. Restrictions imposed during maintenance will soon be removed. You may also see this message when the system is unavailable. After maintenance is completed, you may receive specific instructions about any required follow-up actions, such as updating your extension and softphone or refreshing the browser. 56 Agent Desktop Plus User s Guide

65 Chapter 3 Managing Contacts The VCC stores all the contact information that your administrator adds to your domain and all the contacts that you add and modify. Creating Contacts Modifying Contact Records Searching your Contacts Database Viewing Contact History Creating Contacts To create a contact, click Contacts in the navigation bar. You can create contacts at any time whether or not you are processing an interaction. 1 To create a contact, click (+) New in the screen header, or click the create a new one link on the screen. 57 Agent Desktop Plus User s Guide

66 Managing Contacts Creating Contacts 2 Enter your contact information in the form. The form contains three main sections: personal information, notes, and social profiles. 3 Enter all the information. In the phone number fields, you may enter North American or 20-digit international numbers. Do not use dashes. 4 Click Save Contact. If you create a contact with same contact information as an existing contact, you are notified. Click Cancel to make changes or click Use Existing to view the records that have the same information. 58 Agent Desktop Plus User s Guide

67 Managing Contacts Modifying Contact Records Click the record you want to use and click Select Contact. Modifying Contact Records To edit or delete a contact, click Contacts in the navigation bar, search and select the contact record. You are notified if another user is modifying the same contact record. In the contact details, you can update any information. During a call or text interaction, or when processing a voic , you can associate the contact with the current interaction. To add comments about your interaction with the contact, enter notes in the Contact Notes section, and click Add Note. Your changes are saved when you set a disposition for the interaction. 59 Agent Desktop Plus User s Guide

68 Managing Contacts Modifying Contact Records If you enter a phone number incorrectly, you see a warning. In this example, Primary refers to the field name. To delete contact records from the search result list, select the record and click Delete at the bottom. After the records are deleted, a message is displayed. To delete from the table, select the records and click Delete. No message is displayed. 60 Agent Desktop Plus User s Guide

69 Managing Contacts Searching your Contacts Database Searching your Contacts Database You can search the contact database at any time by using the menus or search operators. You can use the simple and detailed search methods in the search fields. You are notified to refine your search criteria to narrow your results if there are too many contact records to display. Simple Search Enter any information, partial or complete, about the contact in the search field and press Enter. When using phone numbers, enter the number exactly as it is stored in the record, for example (408) If you enter , the number is not found. To sort the search results, click Sort By and select an option from the list. You can sort the results by any of the fields in a contact record. In this example, the records are sorted by City. To reverse the sort order, click City again. To view details, click a contact record. To open the search results in a table, click the grid next to the search field. 61 Agent Desktop Plus User s Guide

70 Managing Contacts Viewing Contact History Detailed Search You can perform several types of searches by using operators. Type of Search Operators Example Search numbers from partial information. Asterisk (*) Format: Value preceded and/or followed by an asterisk. Example: The number *: Finds numbers that begin with 408. *408: Finds numbers that end with 408. *408*: Finds numbers that contain 408. Search exact words. Double quotes Format: Enclose the terms in double quotes. Example: "triathlon training camps" Exclude a term from the search. Search for combined (AND) or single (OR) keywords. Find terms located near each other. Minus sign (-) AND and OR tilde (~) Format: Minus sign immediately before the term to exclude. Example: -Alabama AND finds both terms; OR finds either. Format: The operator must be all uppercase. Example: Michigan OR Arizona Format: Enclose the terms in double quotes, followed by tilde (~) and a number with no space between Example: "triathlon training"~4 Result: Finds triathlon and training within 4 words of each other. Viewing Contact History To view history of all voice and text interactions exchanged with the contact, click History in Contact Details. You can sort and view details by campaign, type of previous interactions, and time interval. 62 Agent Desktop Plus User s Guide

71 Managing Contacts Viewing Contact History Campaigns. Time interval (current session to past 60 days). Types of previous interactions. 63 Agent Desktop Plus User s Guide

72 Chapter 4 Processing Calls Your station enables you to make and receive external and internal calls. supervisors monitoring your 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. Important Although all possible options are described, your administrator may allow only a subset of these features. agent application You may use only one agent application at a time in each computer. Otherwise, some of your calls will be dropped. Before making or receiving a call, be sure to set your state appropriately. Dialing Calls Receiving Calls Using Campaign Features Using Dispositions Making Conference Calls Transferring Calls Managing Calls on Hold and Parked Calls Managing Missed Calls Recording Calls Adding Comments to the Call Log Adding Numbers to the DNC List Ending Calls 64 Agent Desktop Plus User s Guide

73 Processing Calls Dialing Calls Dialing Calls You can enter a number in the softphone, select a number in a directory, or click a phone number in a contact record: Manual Calls TCPA Manual Touch Mode Before dialing, be sure that your state is ready. Manual Calls You can make a call and optionally associate it with a campaign. Depending on your permissions, you can make external and internal calls. To save you time in finding the records, Five9 saves the internal and external phone numbers of your organization and the names of Five9 agents and skills in a contacts menu. When searching for a skill or user name, enter any set of number or letters that are part of the name. Names are not case sensitive. 1 Click Call in the left pane. 65 Agent Desktop Plus User s Guide

74 Processing Calls Dialing Calls 2 Click Make a call. 3 Select a number option. You can enter a name or number in the field, or you can select among a menu of speed dial numbers, internal users, and/or skill groups. When you start typing, the appropriate contacts (containing the entered string) are displayed in the list. If the address book contains the agent s first and last name, you cannot find the agent by the user name. You can search for the user name only if the address book does not contain the agent s first and last name. Before making a call, you can see the status of other agents: Red: Logged in but not ready to take a call. Green: Logged in and not ready to take a call. 66 Agent Desktop Plus User s Guide

75 Processing Calls Dialing Calls Example Grey: off line. Search field: Enter characters until the list of entries is narrowed down to the name or number that you want. All: All agents whether or not they are logged in or available. Agents who are logged in and ready for calls are shown in green. Skills: Agents who have a specific skill. Speed Dials: Number or code that represent a speed dial number. Agents: Agents who are logged in and ready have a green mark. Otherwise they have a red X. 67 Agent Desktop Plus User s Guide

76 Processing Calls Dialing Calls 4 If you are enabled for international calls, select a country code, and manually enter the rest of the phone number according to your configuration: in your national format or up to 15 digits, starting with the plus (+) sign and the country code. The country code selection menu has a predefined shortcut for North America locale shown below. The search box provides keyword searching (not case sensitive) for North America and United Kingdom regions by using the keywords shown below. North America matches: usa, united states, america, canada. United Kingdom matches: england, scotland, wales, northern ireland, united kingdom, great britain. If your domain is not enabled for international phone numbers, enter 10 digits to conform to the North American Numbering Plan. For more information, see your administrator. 5 If appropriate, select a campaign. The choices depend on the skill queues that are assigned to you. If you select a campaign that contains scripts, worksheets, and/or connectors, additional options appear in the adapter when your party answers the phone. For more information about these features, see Using Campaign Features. If you associate the call with a campaign, you may assign to the call a campaign-specific disposition and include the phone number in all campaign reports. 6 Click Make Call. A window displays a summary of the call. 68 Agent Desktop Plus User s Guide

77 Processing Calls Dialing Calls 7 Click OK, and process the call as described in the rest of this chapter. TCPA Manual Touch Mode By default, if 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 voic 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. 69 Agent Desktop Plus User s Guide

78 Processing Calls Dialing Calls Numbers in the DNC List You must have permission. Otherwise, you see an error message. 70 Agent Desktop Plus User s Guide

79 Processing Calls Receiving Calls Receiving Calls You may receive internal calls from other agents or supervisors, automated outbound calls made by the dialer, and inbound and queue callback calls from contacts. Queue callbacks are calls that you return after contacts who cannot immediately speak with an agent request a callback instead of remaining on the line until their turn arrives. To receive calls, your state must be ready for voice. You may have permission to reject ringing calls. If you enabled the auto-answer options in your softphone, you receive calls automatically: Inbound: You hear a tone and a call information window is displayed. Answer your phone. Outbound: When the call information window is displayed, the contact is connected. Start your greeting. Outbound preview: During preview calls, you receive the contact record before the call is made. The Context tab displays all available call and contact information, such as call type (outbound, outbound preview, or other), phone numbers, campaign name, and whether the call is a callback. This figure shows a Context tab with limited contact information. Depending on the number of records that match the phone number, proceed as follows: 71 Agent Desktop Plus User s Guide

80 Processing Calls Using Campaign Features Multiple records match: Select the correct from the list. One record matches: Edit the caller s details as needed. No record matches: A new contact record form is displayed. You have two options: Create a record: Enter the necessary information in the new form. For contact fields, if you do not complete the fields, the contact is saved under the number but without a name. Associate the call with another contact: Search your contact database. a. Click Select Contact Record at the right of the current call menu. b. Select Lookup Contact. c. Define the lookup criteria, and click Lookup. d. Select the necessary contact and click Select. Using Campaign Features Some campaigns are set to show a preview of incoming calls or contain scripts, worksheets, and connectors. If you have permission to use these features, buttons appear in your dashboard before the call or after your party answers the phone. Outbound campaigns are used to call lists of contacts by using an automatic dialer and to deliver the calls to you. Inbound campaigns are used to receive customer calls coming from a DNIS. In all cases, calls are processed according to the rules configured by your administrator. Important Because these features may appear in a new browser window or tab, ensure that pop-up windows are enabled in your browser. This figure shows the tabs that you may see during a call. In this case, only Context, history, and script are enabled because they were added to this campaign. Others, such as Add to DNC, may be enabled later when it becomes relevant to the call. 72 Agent Desktop Plus User s Guide

81 Processing Calls Using Campaign Features Scripts Worksheets Connectors Call Preview Recordings Scripts A script is text that you are required to say during a call. As soon as the connection is established with your customer, a script is displayed. Otherwise, to open a script during a call, click Script. This figure displays a script that opened automatically in your dashboard when the call was connected. The script contains an introduction for you to read to the customer and a form that you can complete during the call. After you have completed the script, process the call as needed. 73 Agent Desktop Plus User s Guide

82 Processing Calls Using Campaign Features Worksheets A worksheet is a list of questions and answers that is used to obtain information from the contact. You may complete worksheets during a call or wrap-up. The Worksheet tab is available as long as the call is not assigned a disposition. You can view worksheets from previous calls. 1 Click Worksheet. The Campaign Worksheet Wizard opens. 2 Read the first question to the customer, and enter the answer at the bottom. 3 After completing each question, click Next. 4 When done, click Finish. Connectors Your administrator may have enabled connectors in some of the campaigns. Connectors are links to external applications that you can use to find information or complete a form: Obtain information: Customer or call data and call parameters, such as call length and wrap-up time. Perform actions: Posting data to a form or requesting information from an external database. 74 Agent Desktop Plus User s Guide

83 Processing Calls Using Campaign Features You may see two types of connectors: Automatic connectors open when a specific campaign event occurs, such as when a record is selected or when a call is connected, disconnected, in preview mode, or is assigned a specific disposition. Manual connectors appear as a tab in the main window of your dashboard. During the call, click Connector, and select an option. When done, close the connector s tab. Note Connectors that are triggered by a disposition are opened in a new browser window. Call Preview Some outbound campaigns enable you to see contact records before you call the contact. This information helps you to decide whether or not to call this person. If the preview duration is limited, you see a timer in your dashboard next to the disposition menu. 75 Agent Desktop Plus User s Guide

84 Processing Calls Using Campaign Features If the preview time expires before you call the contact, the call may be dialed automatically, or you may be placed in Not Ready state. In this case, you need to change your state to Ready before you can proceed. The phone number menu contains all phone numbers associated with the record. Depending on dialing rules that pertain to day and time, some numbers may be grayed out. If you cannot make the call successfully with one of the numbers, select a redial or non-final disposition, and try another number. If you have permission to skip records, select an appropriate disposition, such as Declined or Re-Queue. Afterward, a new record is displayed for preview. 76 Agent Desktop Plus User s Guide

85 Processing Calls Using Campaign Features After you dial a number, the call is processed as a standard outbound call. When the call is completed, the next Preview dial record from the list is delivered to you. While previewing outbound contacts, you may be interrupted by many types of calls or voic if no other agents are available: Outbound, inbound, and autodial calls Calls transferred to skills or campaigns Conference calls to skills or agents Internal calls to skills or agents Skill voic messages or callbacks When the record associated with the interrupting phone call or skill voic is displayed, you have these option when processing the call or voic After you assign a disposition, you are returned to the contact record that you were previewing. The preview timer is reset to 0. You may preview the record again before deciding whether to call the contact. Before assigning a disposition, select a Not Ready reason code to avoid being interrupted by other calls until you have finished processing the record that you were previewing initially. Recordings This option is available if you have permission. The Play Audio File option is located in the Current Call window. The menu may contain one or more audio files that you can play during a call. For example, when connected to an answering machine, you can play a recorded message instead of reciting a script. During a call, click Play Audio File, and select a file. You may play, pause and stop the recording as needed. 77 Agent Desktop Plus User s Guide

86 Processing Calls Using Dispositions Using Dispositions When you or your contact ends a call, choose the most accurate disposition that indicates the result of the call. As soon as you set a disposition for the call, the information is saved, and you can process another call immediately. You may see dispositions similar to these: Busy: The number that you called is busy. No Answer: The phone ringing but no answer. Fax: The number that you called is a fax machine. System: This value is selected automatically in case of system failure, such as a lost connection. Add to DNC List: The number is added to the do-not-call list. Left Message: You left a voic message. Answering Machine: You did not leave a voic message. Scheduled Callback: You scheduled a return call. Not Interested: The called party is not interested. Agent to Redial: You set a timer so that you may call this number again later. If your administrator has set a time limit for a campaign, the system automatically sets a disposition after that time if you have not selected a disposition, as displayed in this figure. You are then placed in Not Ready state. 78 Agent Desktop Plus User s Guide

87 Processing Calls Using Dispositions In some campaigns, system dispositions such as No Answer, Busy, Fax, Answering Machine, and Dial Error are set automatically, but for preview calls, you select dispositions manually. In some cases, dispositions have specific conditions. When you select a special-purpose disposition, a window opens. You need to select or enter the information appropriate for the disposition, for example: Redial: To redial a number later, set a disposition that enables you to do so. You can use the default timer or may have permission to set a custom time to redial the number. To set a custom time, select the Schedule Redial option from the disposition menu. Specify the date, time, and the time zone. The phone number is redialed automatically at the designated time. The call is delivered to any agent working with the campaign at that time. DNC campaign: To prevent a number from being dialed during a specific campaign, choose a disposition that enables you to do so, such as Do Not Dial Number For Campaign. DNC: To add a number to a DNC list, choose a disposition such as Add Number To DNC List. 79 Agent Desktop Plus User s Guide

88 Processing Calls Using Dispositions Final: To prevent a number from being dialed again during a specific campaign, choose a disposition that enables you to do so, such as Final Disposition For Contact Record. Callback: When you select a callback disposition, you set the day and time for the callback. Select a disposition or enter in the search field a few characters the are part (beginning, middle, or end) of the name until only your option remains. Search field Last three selected dispositions Alphabetized list Your campaign may be configured to display call dispositions in groups. Groups are displayed with a tooltip and an arrow that indicates group items. Dispositions and disposition groups use the same search functionality described above. To select a disposition in a group, move your mouse over the group to expose the dispositions and select the disposition to complete your interaction. 80 Agent Desktop Plus User s Guide

89 Processing Calls Making Conference Calls Disposition Group Dispositions For information about selecting specific dispositions, see your administrator. If you have permission, you may also use the training mode to learn all dispositions available for a campaign. Making Conference Calls During calls, you can create conference calls with three or more internal or external parties. You can create a conference call in one or two steps: Two steps (warm or attended): Check Warm conference to place the first party on hold before adding a participant. This method enables you to speak briefly with the participant before starting the conference. One step (cold or blind): Add the participant and start the conference at the same time. To start a conference, add an active or parked call to the conference. Conference participants are displayed only to the user who added them. Specific options are available during warm and cold conferences. Each campaign may be configured with one or more of these features: The agent who initiates the conference must set the disposition. The last agent who leaves the conference must set the disposition. The agent who initiates the conference decides who must set the disposition. To start a conference, click Conference. The initial party is placed on hold, and the conference options open. 81 Agent Desktop Plus User s Guide

90 Processing Calls Making Conference Calls Warm Conference This method enables you to speak with the third party before starting the conference. 1 Enter the third party s phone number, or select a number in the Contacts database. You can invite an agent, skill group member, or other party. You may enter only part of the name in the Filter field. Only agents in Ready state can accept a conference call. The keypad may also be available. 2 Enable conference options. Warm: You speak with the party before adding the original contact to the conference. While you speak to the third party, the person on hold continues to hear music. Include caller s information: The new participant will receive contact details. If you do not check this option, the call participant will receive information only about you. 3 Click Add Participant. The party on hold is retrieved. In addition to the standard call options, several conference options are available as show below. If you leave the conference before it ends, you must assign a disposition for your segment of the call. The other participants remain in the conference. 4 When the new participant answers the phone and you have spoken with the person, click Complete Conference to add the original contact to the call. 82 Agent Desktop Plus User s Guide

91 Processing Calls Making Conference Calls A notification is displayed in the lower right corner of your dashboard. In the softphone controls, you see the phone numbers of all conference participants. Original party New conference participant 5 Proceed with the call as needed with the features available in the campaign. To remove a participant from the conference, click x next to the name. 83 Agent Desktop Plus User s Guide

92 Processing Calls Making Conference Calls To leave the conference and terminate the call, click Leave Conference, and select a disposition for your part of the call. You are disconnected from the conference, but it continues with the remaining participants. The last participant will set the disposition for the conference. To end the conference call for all parties, click End Call, and Confirm. All participants are disconnected. Select a disposition for the entire call. Do not choose this option if you want the other parties to continue to speak. See also, see Adding Comments to the Call Log and Ending Calls. Cold Conference This method enables you to start the conference immediately: both parties can hear all sounds while you prepare the conference, such dialing the third party, phone ringing, listening to voic , and prompts. 84 Agent Desktop Plus User s Guide

93 Processing Calls Transferring Calls 1 Click Conference. 2 Enter the third party s phone number. 3 Click Add Participant. 4 Proceed with the call as usual. Transferring Calls If you have permission, you may transfer calls to other agents, skill group members, internal or external parties, or campaigns. Before customers are transferred, they are put on hold. You can transfer calls to queues that you cannot monitor because, in this case, you select a recipient from your entire address book, which contains all skills and agents. For example, transferring a call to an inbound campaign can be useful to perform an after-call survey. When a call is transferred to you, process it as you would any other call. After you complete your part of the call, assign a disposition. You can transfer a call in one or two steps: Two-step (warm or attended) transfer: select Initiate transfer to speak briefly with the recipient before disconnecting yourself from the initial party and transferring the call. One-step (cold or blind) transfer: select Mute transfer to disconnect yourself immediately from the initial party and transfer the call at the same time. During a one-step transfer, the customer hears everything before the recipient answers the phone, such as ringing, music on hold, and voic . When a transfer is not completed, such as when the recipient is not available, the call is returned to you and parked. You then need to complete the call appropriately by transferring it to another recipient or to voic or by retrieving the call. 1 Click Transfer. 85 Agent Desktop Plus User s Guide

94 Processing Calls Transferring Calls 2 Select a third party. When you start typing a name, the appropriate names are listed in the Agents and Skills field. 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. 3 Select a contact in the list, type a phone number, or use the keypad to enter a number. Warm Transfer This method enables you to speak with the third party before transferring the call. During that time, the call to transfer is on hold. 1 Check Warm. 2 Select a disposition, and click Transfer. 3 Speak briefly with the recipient of the call to transfer. 86 Agent Desktop Plus User s Guide

95 Processing Calls Transferring Calls 4 To transfer the party who is on hold, click Complete Transfer. Cold Transfer This method transfers the call immediately. If you transfer the call to an external number, you are prompted to set a disposition. If you transfer the call to another agent or skill, the recipient sets the disposition at the end of the call. fraction of a minute 1 Define the options for call transfer: Timeout: Optionally, to limit the time to allow for the other agent to answer the transferred call, modify the default time-out. You can now assign a fraction of a minute, up to two decimals, to the no-answer time-out. This feature is limited to calls shorter than 10 minutes. If the recipient does not answer in the allotted time, the call will be transferred to the recipient s voic , if you check the option below, or the call will be returned to you. Record voic Optionally, to route the call to the agent's personal voice mailbox if the agent is not available, enable this option. If you do not, you must either retrieve and finish processing the call or transfer it to another agent. - If the other agent is logged in but not available, the call is processed after the time-out. - If the other agent is not logged in, the call is processed immediately. 2 Select a disposition. 87 Agent Desktop Plus User s Guide

96 Processing Calls Managing Calls on Hold and Parked Calls 3 Click Transfer. Managing Calls on Hold and Parked Calls When you need to complete a task, you can place a call on hold for a short time. If you need to make or receive another call, you can park a call by keeping the party on hold for a longer time. While a call is on hold or parked, you can transfer the call or create a conference. Calls on Hold During a call, click Hold when you need to obtain more information before transferring or finishing the call. The icon becomes red. While on hold, your party hears music. The timer indicates how long the caller has been waiting. To take the call off hold, click the button again. When you place a caller on hold, you can perform certain activities, but you cannot start another call. 88 Agent Desktop Plus User s Guide

97 Processing Calls Managing Calls on Hold and Parked Calls Parked Calls Park a call when you want to keep the party on the line while you receive or make another call, for example to a supervisor or another agent. If you do not have permission to park calls, the button does not appear. You can only park one call at a time. You can park internal and external calls. Note To avoid receiving another call while your party is parked, select a Not Ready state before clicking Park. 1 During a call, click Park. The call is displayed in the open Parked Calls tab at the top of your adapter. The center of your dashboard is cleared so that you can make another call. If you have multiple parked calls, they are placed above each other. When the tab is closed, it is placed at the bottom of the adapter. 89 Agent Desktop Plus User s Guide

98 Processing Calls Managing Calls on Hold and Parked Calls Information about the parked call, including duration 2 Click Make a Call, and complete the new (second) call as needed. 3 To finish processing the parked (first) call, click the down arrow on the right, and process as needed: retrieve, transfer, or add to conference. 90 Agent Desktop Plus User s Guide

99 Processing Calls Managing Missed Calls Managing Missed Calls If you have permission, you can see, sort, and reply to any calls that you missed. Indicators show the calls that you missed and those that you have returned. The figure below shows the indicators. Recording Calls You may have permission to record internal and external calls and even to continue recording after the call is transferred to a third party. Click Record Call. When done, click Stop Recording. 91 Agent Desktop Plus User s Guide

100 Processing Calls Adding Comments to the Call Log Adding Comments to the Call Log At any time before you select a disposition, whether during a call, call preview, and even while the phone is ringing, you can add comments to the call log in the Context tab. 92 Agent Desktop Plus User s Guide

101 Processing Calls Adding Numbers to the DNC List Adding Numbers to the DNC List Do Not Call (DNC) numbers are numbers whose owners have indicated that they do not want to receive unsolicited phone calls. Unless the owner of the phone number has given explicit permission to be called, you may not call them. Such numbers should appear in the DNC lists that your contact center has either verified or purchased from a vendor who has verified the list. These numbers are not added to the national DNC list. If you have permission, you may add phone numbers to your local DNC list directly or by using a disposition, and you may call a number in your DNC list. You can add a number to the DNC list at any time. If you do not have permission, you see an error message. Between Calls. 1 Select Actions > Add Number to DNC. 2 Enter the ten-digit phone number. 3 Click Confirm. During Calls. 1 Click Add to DNC. 93 Agent Desktop Plus User s Guide

102 Processing Calls Ending Calls 2 Verify and click Confirm. With a Disposition. When ending a call, select a Do Not Call disposition, for example: Ending Calls When you end a call or your part of a transfer or conference, you select a disposition. Each campaign may have a time limit for the after-call work. The limit may be different among the campaigns. If you exceed this time, or if your party hangs up first, the disposition is set automatically. You have two options: No wrap-up mode: Use this option if you have already completed the call-related work. Click Set Disposition, and choose a disposition. The call is automatically disconnected. 94 Agent Desktop Plus User s Guide

103 Processing Calls Ending Calls With wrap-up mode: Use this option to complete any call-related work after the call is disconnected. a To disconnect the call, click End Call. The call ends. You can make notes in your worksheet or edit contacts before the next call comes in. b Finish the call-related work. If you exceed the wrap-up time limit set in the campaign, your state may be changed to Not Ready. If this occurs, complete your work, and reset your state to Ready. c When done, select a disposition. The list of dispositions may be different for each campaign. You may be required to confirm the disposition that you select. 95 Agent Desktop Plus User s Guide

104 Chapter 5 Processing Voic , Reminders, and Callbacks You may have permission to receive skill and personal voic and to schedule and return calls. Be sure to set your state appropriately. Processing Voic Messages Managing Reminders Returning Scheduled Calls Processing Voic Messages Note To listen to voic messages with the same headset that you use for calls, ensure that your headset is your system's default audio device. For more details, see Selecting Audio Devices. You can play, save, transfer messages, and return calls: Skill Voic Messages: The number of messages that you receive depends on the number of agents logged into the skill: if few agents are logged in, you may receive many messages, but if many agents are logged in, you receive fewer messages. Personal Voic Messages: Messages sent by other agents or transferred to you are considered personal. You can access them at any time regardless of your state. These messages appear as a list. Skill Voic Messages When your state is set to accept voic , incoming messages appear automatically if a skill queue contains a voic message. You receive only one skill voic message at a time. 1 Click Voic . Information about the contact is displayed in your dashboard. 96 Agent Desktop Plus User s Guide

105 Processing Voic , Reminders, and Callbacks Processing Voic Messages 2 Click Accept. If you do not accept the message within 30 seconds, it is returned to the queue and is routed to another available agent. Indicates whether personal or skill Campaign name Caller s information Date, time, and duration List of messages left during a call (rarely more than one message) Play and download options Enter notes Transfer, call back, and delete message Delete message 97 Agent Desktop Plus User s Guide

106 Processing Voic , Reminders, and Callbacks Processing Voic Messages 3 Process the message as needed. 4 When done, click VM Processed in your dashboard. The message disappears. It is replaced by the next skill voic message until no new messages are pending. Personal Voic Messages When you have a new message, a notification appears at the bottom of your dashboard. Each message displays contact information if it is available. 1 Click Voic . 98 Agent Desktop Plus User s Guide

107 Processing Voic , Reminders, and Callbacks Processing Voic Messages 2 Open the Personal Voic s tab. If you have several messages, they are sorted by date. The most recent message is at the top. You may also receive an message with the voice recording attached as a WAV file. Sort order Caller s number, date, and campaign Hover to see time 3 Click a message. Remaining messages 99 Agent Desktop Plus User s Guide

108 Processing Voic , Reminders, and Callbacks Managing Reminders 4 Process the message as needed. The features are the same as for skill messages. However, you may transfer or delete multiple personal messages simultaneously. a To close opened messages, click the messages. b Select the messages to transfer or delete. c Click Transfer or Delete. 5 To close the voic tab, click the tab. Managing Reminders You can use reminders to manage your to-do tasks, such as: Calling a lead at a specific time or following up on a task related to a previous interaction with a contact. Scheduling a callback during a call or when processing a voic message. You can receive an audio alert as well as the visual pop-up reminder when the reminder is due. See Sound Alert Settings for instructions. Creating Reminders Modifying Reminders Creating Reminders You can schedule a date and time to return a call. Depending on your configuration, the features described below may differ slightly from what you see. 100 Agent Desktop Plus User s Guide

109 Processing Voic , Reminders, and Callbacks Managing Reminders 1 To create a reminder, click the calendar icon in the tool bar. 2 Click New Reminder. o 3 Describe the purpose of the call in the text field. 4 In the Due field, click the calendar icon to specify the date and time to call the contact. 101 Agent Desktop Plus User s Guide

110 Processing Voic , Reminders, and Callbacks Managing Reminders 5 Select the contact s time zone. 6 In the Phone field, select the phone number of the contact. 7 In the Contact field, click Attach to associate other contact information, if available. 8 In the Campaign field, select the campaign associated with the task. If the task is not associated with a campaign, select [None]. 9 Click Save. When the scheduled task is due, you see a pop-up notification or receive an audio alert, based on your settings. Modifying Reminders Click the reminder icon in the tool bar, click View all, and select the reminder to modify. 102 Agent Desktop Plus User s Guide

111 Processing Voic , Reminders, and Callbacks Managing Reminders You can also modify a reminder when it opens at the scheduled date and time. Modify the reminder: If you have completed the task, click Complete. To make changes to the reminder, click Edit. 103 Agent Desktop Plus User s Guide

112 Processing Voic , Reminders, and Callbacks Returning Scheduled Calls You can edit any available information. To edit the phone number, you must first remove the Contact, if attached. To call the contact, click Make Call. To postpone a reminder, click Snooze and specify the duration. You can postpone a reminder for a time ranging from 30 seconds to 30 minutes. You will be notified about the task again after the specified snooze time. To close the Reminder window, click Dismiss. To modify all Overdue Reminders at once, click Dismiss All or Snooze All. A reminder is automatically marked overdue if it is past the scheduled date and time. Overdue reminders, if any, are displayed when you log in. Returning Scheduled Calls You may wait till the reminder opens to notify you about a scheduled call, or you may return the call without being notified. Scheduled Calls At the scheduled date and time, you see a reminder. You may have permission to skip the callback. Otherwise, you may call, wait five minutes (snooze), or temporarily dismiss the callback. 1 To call the contact, click Make Call. 104 Agent Desktop Plus User s Guide

113 Processing Voic , Reminders, and Callbacks Returning Scheduled Calls 2 The following window is displayed with the phone number of the contact. 3 Click Make a Call, and process the call as needed. When you are done, the reminder is added to the list of completed callbacks. Manual Calls You can return a call at any time. 1 Click the reminder icon in the tool bar, and click View all. You can sort the reminders by due date, name, number, or campaign. To view most recent reminders at the top or sort the records in ascending order, use Up arrow. To view oldest reminders at the top or sort the records in descending order, use Down arrow. 105 Agent Desktop Plus User s Guide

114 Processing Voic , Reminders, and Callbacks Returning Scheduled Calls 2 Select the callback record. 3 Click Make Call. 4 Click Make a Call. 5 Process the call as needed. When you are done, the reminder is added to the list of completed callbacks. 106 Agent Desktop Plus User s Guide

115 Chapter 6 Processing Multichannel Interactions You may have permission to process all text interactions: , chat, and social. Be sure to set your state to receive text interactions. Assigning Media Stream Interactions Handling Text Interactions Reviewing Contact Profiles Using Text Channel Dispositions Text channels enable you to engage in chat sessions, respond to posts on social media, and exchange with customers. If your domain is licensed for Five9 Visual Support, you can also engage in video sessions as a supplement to chat or voice interactions. Agent State Media Stream Contact Details Panel Transfer Dispositions Contact Lookup Interaction Notes Contact Notes Text Channels Reviewing Contact 107 Agent Desktop Plus User s Guide

116 Processing Multichannel Interactions Assigning Media Stream Interactions Assigning Media Stream Interactions Media stream queues display the current media items assigned or awaiting assignment. Note The text channels sidebar and text channel refresh button are not synchronized and may briefly differ in displayed values for queued interactions. You may be allowed to manually choose interactions or you may be assigned interactions automatically. Manually Choosing Interactions Automatically Assigned Interactions If you are using Chrome, Firefox, or Safari when you are in Automatic Interaction Distribution (AID) mode, you receive a popup notification about an incoming text interaction when Agent Desktop Plus is minimized. In Cherry Picking mode, when all queue interactions are shown, no such popup notification is given. Media Stream The media stream panel displays , chat, and social interactions (collectively referred to as text channel interactions) in the queue that are either waiting for a response or in progress by you or another agent. Voice channel has priority. When you are processing a call, no text channel interactions will be assigned. Similarly, when you are engaged in text channel interactions, a call will not be assigned to you. This also applies specifically to AID mode; in Cherry Picking mode you manually select your interactions. 108 Agent Desktop Plus User s Guide

117 Processing Multichannel Interactions Assigning Media Stream Interactions The type and number of text interactions available to you depend on your skills and permissions. You can manage the view of the media stream by sorting and filtering the interactions. Because other agents are also processing interactions, the items that appear in your media queue are added or removed from this view. The refresh button indicates pending interactions. The interactions in the media stream can be refreshed to remove interactions which are assigned, terminated, closed, or locked by other agents. To reset the media stream manually, click the refresh icon. Media stream refresh can also be set to be accomplished automatically. Manually Choosing Interactions If you can choose which interaction that you want to handle (cherry pick), the Queued and Assigned tabs are available to you in the Media Stream panel. The Queued tab displays all interactions associated to profiles that are mapped to your active skills. Choose the interactions you want to work, and lock it to prevent other agents from accessing the same interaction. Previewing Chat Interactions Accepting or Rejecting a Preview Chat Engaging the Customer Withdrawing a Preview Chat Interaction Details Panel The Assigned tab displays the interactions you have selected to respond. It also lists drafts you have saved to send later. If first response is not sent within the specified time, the interaction is routed to the next available agent. 109 Agent Desktop Plus User s Guide

118 Processing Multichannel Interactions Assigning Media Stream Interactions Previewing Chat Interactions A preview chat is designed to deliver a proactive chat request, based on a web user s browsing and contextual information, to you for potential intervention. In a chat preview you are presented with contextual information about the customer (if a defined contact already exists) as well as the behavior that invoked the chat preview (in example, customer added then removed an item from the shopping cart, or hovered over an information field multiple times). Being presented with this information prior to the chat gives you time to construct a targeted and personalized chat message to the customer without the customer waiting once they have been engaged. Accepting or Rejecting a Preview Chat A preview chat is presented to you with a red bar at the top. Preview chats are automatically accepted or have a red preview timer under the avatar in the media stream: Interactions with a timer: You can accept or reject an interaction at any time before the preview timer expires. To accept an interaction, click the check button; to reject an interaction, click the red X. If the timer expires, the interaction is returned to the pool to be assigned to another agent, and your state is set to Not Ready for additional interactions. Interactions to be accepted automatically: No preview timer is displayed, and you cannot reject the interaction. The figure below displays a preview timer. Engaging the Customer Once the preview chat has been accepted your cursor will automatically be placed in the Type Here text field, for immediate interaction with the customer. Also, the chat interaction will display a lock, indicating that this chat has been accepted; a count-up timer will display in red in the interaction header, letting you know that you have not yet engaged this customer. 110 Agent Desktop Plus User s Guide

119 Processing Multichannel Interactions Assigning Media Stream Interactions To engage the customer, type into the Type Here field and click Engage to send the message. The engage comment is displayed in your chat thread and included in the chat transcript. The graphic below displays an accepted preview chat. Once you have engaged with the customer (sent the first message) the red preview chat bar turns medium gray to indicate this customer engagement. For the remainder of this interaction, the countdown timer displayed in the interaction header is replaced with a dark gray count-up timer in this same location. This dark gray timer shows the elapsed of this interaction, from the time it was accepted until the time a disposition is applied, closing this interaction, as shown below. Withdrawing a Preview Chat Preview chat sessions are triggered by a customer s browsing behavior. These chats are extremely time-sensitive due to the customer s potential to exit the website. When an agent accepts a preview chat offer, the Withdraw Chat button appears in the interaction header. If an agent locks (accepts) the preview chat and analyzes the real time statistics to determine that the outcome will not be favorable to make a sale, then the agent has the opportunity to withdraw the preview chat from the system and close the invisible chat 111 Agent Desktop Plus User s Guide

120 Processing Multichannel Interactions Assigning Media Stream Interactions session. The Withdraw Chat button appears in the interaction header section, as shown below. Automatically Assigned Interactions If you are automatically assigned interactions, only the Assigned tab is available to you. The Assigned tab displays all interactions assigned to you based on your active skill. If you have handled a previous interaction with a contact, subsequent interactions with that contact may be assigned to you. When a new interaction is assigned, you are notified that an incoming interaction is waiting for response. Time to accept interaction Reject Accept If you reject the interaction or do not accept it within the specified time, you receive a warning message that you are being set to the Not Ready state, and the interaction is routed to the next available agent. To again receive text interactions after completing your current task, you need to set your state to receive Text interactions. 112 Agent Desktop Plus User s Guide

121 Processing Multichannel Interactions Handling Text Interactions Handling Text Interactions To handle an , chat, or social interaction, lock the interaction from the Queued tab, or select the interaction directly from the Assigned tab. The Interaction details panel displays information about the selected interaction and the options that you can use to handle the interaction. Associating Contact Details With an Interaction Processing Interactions Resetting Attributes, Cluster, Spam, and Sentiments Grouping Interactions With Topic Threads Adding Notes to Interactions Using Five9 Visual Support Using Five9 Web Analytics Associating Contact Details With an Interaction In most cases, your interaction details pane displays contact details. However, an interaction may not contain matching contact details, such as when a known contact uses an unknown contact account or address. To associate a current interaction with an existing contact record or to add a new contact record to an existing interaction, click Contact Lookup. Processing Interactions Composing Interactions Replying to Interactions Forwarding Interactions Working With Chat Interactions Composing Interactions You can compose interactions and assign a disposition after you select a profile. 113 Agent Desktop Plus User s Guide

122 Processing Multichannel Interactions Handling Text Interactions 1 From the Actions menu, select Compose . 2 Select a profile and complete the . 3 Select a disposition. 4 Click Send. Replying to Interactions You can reply to the author or to all recipients, and you can add more recipients to your response. 114 Agent Desktop Plus User s Guide

123 Processing Multichannel Interactions Handling Text Interactions Forwarding Interactions When forwarding an , existing attachments are also forwarded. To exclude the attachments from the message, disable include original attachments. The size and file type of the attachments are displayed. You may use the pound sign (#) in the names of attachments. These file formats are supported: Types of attachments AVI JPG, JPEG TIF, TIFF DOC, DOCX MPG, MPEG, MP3 TXT GIF PDF WAV HTM, HTML PNG XLS, XLSX ZIP 115 Agent Desktop Plus User s Guide

124 Processing Multichannel Interactions Handling Text Interactions To transfer messages, click the selection box and assign a destination. You may transfer messages to any agent or queue in your domain. To select and forward one or many s, follow these steps. Important Be sure to send or discard drafts before selecting a message to transfer. 1 To transfer messages, click Select. 2 To select specific messages, use the selection boxes. 116 Agent Desktop Plus User s Guide

125 Processing Multichannel Interactions Handling Text Interactions Select All/Deselect All available to select selected with attachment draft must be sent or discarded Shows selected messages 3 Click Transfer. You see a confirmation message: Working With Chat Interactions With chat interactions, you engage in real time messaging with the customer. Responses to social feeds from Facebook and Twitter are published on your corporate fan page. 117 Agent Desktop Plus User s Guide

126 Processing Multichannel Interactions Handling Text Interactions Choose from these options: To insert an assistance article or link, click Assistance and select a response from the list. Assistances provide standard predefined information or responses that you can use to address an interaction. A typical use for assistance might be to provide instructions for resetting a password or sending a link to such instructions. Assistance articles containing links designed to save time and quickly select canned relevant responses are displayed with the link icon. The selected link is inserted into your interaction, for example: 118 Agent Desktop Plus User s Guide

127 Processing Multichannel Interactions Handling Text Interactions To insert a predefined response on what to do next, click Recommended Next Best Action and select a response from the list. Next Best Action responses provide directions about what to do next when a specific type of event occurs. For example, if a customer reports that the cable line is not working, the response might be to ask the customer to test the connection. To compose a message, type in the text field provided. To attach a file to an , click Attach. To view and copy the interaction ID, double-click on the Campaign Name. Click Send to send your response, or click Save & Close to save your draft and send it at a later time. 119 Agent Desktop Plus User s Guide

128 Processing Multichannel Interactions Handling Text Interactions Resetting Attributes, Cluster, Spam, and Sentiments All incoming text interactions are automatically tagged and categorized with attributes, cluster name, sentiment, and spam designations. Attributes help gather metrics about a text interaction or a author. A typical attribute might be to indicate a geographic region as the source of the post. Cluster, Spam, and Sentiments add value to the interaction. Based on the changes you make, subsequent interactions are tagged more appropriately. To reassign attributes, click Attributes Edit and select the attribute(s) from the menu. If the assigned Cluster is incorrect, select the appropriate cluster name from the Cluster menu. If the Sentiment or Spam is assigned incorrectly, click the related icon and select an appropriate sentiment or change the spam assignment. 120 Agent Desktop Plus User s Guide

129 Processing Multichannel Interactions Handling Text Interactions Grouping Interactions With Topic Threads Topic threads enable you to group and view history of related interactions. For example, all transactions related to billing queries can be grouped under a topic called Billing. You can associate multiple interactions to a topic or you may associate multiple topics to an interaction. To create a topic thread for an interaction, click Add and specify topic name. You can edit the topic thread at any time by clicking Edit. Adding Notes to Interactions You can add notes to an interaction to make subsequent interactions with the contact more simple and informative. Interaction notes also provide information about the interaction to a new agent who may engage with the contact. To add information about the interaction or author, click Add Interaction Note, and enter details. 121 Agent Desktop Plus User s Guide

130 Processing Multichannel Interactions Handling Text Interactions To end an interaction, click Disposition, and set a disposition. Using Five9 Visual Support If your contact center has Five9 Video Support capabilities licensed and enabled, as an agent you can easily escalate your chat interaction to include a video session. The first step in video availability is to set yourself ready to place or receive video interactions. Allowing video interactions to occur through the audio/video console interface. Audio and Video Console The voice and video control console is located on the right side of the Agent Desktop Plus (ADP) user interface (UI) and is described in the graphic below. Mutes customer Records customer Enables light on customer s side of video Refreshes video display Mutes agent Enables customer video Screen capture and save Annotate Video Display Enables agent video 122 Agent Desktop Plus User s Guide

131 Processing Multichannel Interactions Handling Text Interactions Previewing Customer Details Before a Video Session If a customer participating in a voice or chat session has already been introduced to your Five9 Contacts you can easily view these contact and interaction details prior to initiating a video session, similar to looking up any other contact information. The interaction screen displays the Contact information on the right side of your desktop interface, allowing you to select the session type. The addition to the displayed chat session will be for both voice and video. The customer information is displayed in the interaction history. Initiating a Video Session To send a video session request to your customer, click Start Session. This action initiates the video interaction request as a SMS message, which must be accepted and permitted by your customer before actually launching the video session, as shown below. Important Ensure that your contact number contains 10 or 11 digits without spaces. If you enter numbers that are improperly formatted or contain a country code, such as +44 for United Kingdom, your contact does not receive an SMS request. 123 Agent Desktop Plus User s Guide

132 Processing Multichannel Interactions Handling Text Interactions Transferring or Ending Video Session Interactions You can end an interaction if it is resolved, or you can transfer the interaction to another agent or skill group, as shown below. To transfer an interaction to an agent or skill group, click Transfer, and select the agent or skill group from the address book. To end the voice and video session, but keep the chat session active, simply click the End Voice and Video Session button on the agent interface. To end the session completely, click End Interaction in the top right of the agent interface. 124 Agent Desktop Plus User s Guide

133 Processing Multichannel Interactions Handling Text Interactions Using Five9 Web Analytics Five9 Web Analytics provides insight into the activities of contacts and customers during their experience at your web site, such as searching for a product or service. A proactive chat offer might prevent a call to the contact center or enable the customer to resolve the issue. Proactive Chat Offer If a customer experience may benefit with additional interaction, an interaction preview is displayed with the customer s information and a recommended action, as shown below: Accepting and Locking the Preview Chat Offer You may accept or reject the preview. When you click the check mark to accept the chat, it is removed from the queue. The preview contains a timer that displays the time remaining to accept the chat offer. Once it is accepted, the timer is removed and the cumulative time is displayed in the interaction header. To reject the offer, which returns it to the queue, click the red X. A chat offered and selected is shown below. 125 Agent Desktop Plus User s Guide

134 Processing Multichannel Interactions Reviewing Contact Profiles Reviewing Contact Profiles The Contact Profile panel displays information about the contact. You can assess the credibility of an contact by reviewing the Influence score. Based on the posts submitted by the contact, the influence score is measured by percentages of spam, public influence, and corporate influence. Contacts with a high spam rating are perceived to submit requests that cannot be addressed. The following items are available in the Contact Details tab: Contact name Avatar address Influence scores Social media links used to submit interactions Using Text Channel Dispositions The disposition panel lists the available dispositions. Choose the most accurate disposition that indicates the current or final status of the interaction. You may see three types of dispositions: Closed: Indicates a resolved interaction. Open: Indicates an interaction in progress. For example, you replied to a customer s . You are now waiting for the customer s next . Transferred: Indicates that you transferred the interaction. Dispositions are displayed on the right in the History panel of the interaction. 126 Agent Desktop Plus User s Guide

135 Appendix A Preparing your Browser You need to enable pop-up windows in your browser. Note Your administrator may have already configured your browser. Therefore, follow these steps and only if you are instructed to do so. If your browser is already configured, go directly to Logging into the Agent Desktop Plus to start a session. Chrome Firefox Internet Explorer Safari Chrome Add exceptions so that notifications can appear in the adapter. 1 Click the Chrome menu in the top-right corner of the browser. 2 Select Settings. 3 At the bottom of the Settings tab, click Show Advanced Settings. 127 Agent Desktop Plus User s Guide

136 Preparing your Browser Chrome 4 In the Privacy section, click Content Settings. 5 In the Cookies section, ensure that Allow local data to be set is selected. 6 Scroll down to Pop-ups. 7 Click Do not allow any site to show pop-ups. 128 Agent Desktop Plus User s Guide

137 Preparing your Browser Firefox 8 Click Manage exceptions. 9 Add these exceptions, ensuring that the selected behavior is Allow: [*.]five9.com [*.]five9.eu 10 Click Done, Done, and close the Settings tab. Firefox Add exceptions so that notifications can appear in the adapter, and install and activate the adapter. 1 Click Tools or the menu button in the top right corner, and select Options. 129 Agent Desktop Plus User s Guide

138 Preparing your Browser Firefox Depending on the version of your browser, the Options menu opens either in a Windows menu or in a browser tab. However the features are the same. 2 Select the Content tab. 3 Check Block pop-up windows, and click Exceptions. 4 Add these exceptions, ensuring that the selected behavior is Allow: five9.com five9.eu 130 Agent Desktop Plus User s Guide

139 Preparing your Browser Internet Explorer 5 Click Save Changes. 6 Depending on your browser version, close the tab or click OK to close the settings window. Internet Explorer You must add exceptions for Five9 and your CRM application so that notifications can appear. 1 Select Tools > Internet Options. 2 Click the Privacy tab. 3 To enable cookies, move the slider to the bottom. 4 Click OK. 5 Check Turn on Pop-up Blocker, and click Settings. 131 Agent Desktop Plus User s Guide

140 Preparing your Browser Internet Explorer 6 Add these exceptions: *.five9.com *.five9.eu 7 Click Close, and OK. 132 Agent Desktop Plus User s Guide

141 Preparing your Browser Safari Safari Important Five9 chat is not supported with Safari private mode. By default, your browser prevents pop-up windows. You must disable this feature. 1 Click Security. 2 Disable Block pop-up windows. 3 Enable Plug-ins and click Website Settings. 4 For the Five9 Softphone Plugin, select Allow Always, and Click Done. 133 Agent Desktop Plus User s Guide

Five9 Plus Adapter for Salesforce Lightning Experience

Five9 Plus Adapter for Salesforce Lightning Experience Cloud Contact Center Software Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide June 2018 The Five9 Plus Adapter for Salesforce Lightning Experience integrates the Five9 Cloud Contact

More information

Five9 Plus Adapter for Microsoft Dynamics CRM

Five9 Plus Adapter for Microsoft Dynamics CRM Cloud Contact Center Software Five9 Plus Adapter for Microsoft Dynamics CRM Agent s Guide November 2017 The Five9 Plus Adapter for Microsoft Dynamics CRM integrates the Five9 Cloud Contact Center with

More information

Five9 Plus Adapter for Agent Desktop Toolkit

Five9 Plus Adapter for Agent Desktop Toolkit Cloud Contact Center Software Five9 Plus Adapter for Agent Desktop Toolkit Agent s Guide November 2017 The Five9 Plus Adapter for Agent Desktop Toolkit integrates the Five9 Cloud Contact Center with your

More information

Five9 Plus Adapter for Salesforce

Five9 Plus Adapter for Salesforce Cloud Contact Center Software Five9 Plus Adapter for Salesforce Agent s Guide November 2017 The Five9 Plus Adapter for Salesforce integrates the Five9 Cloud Contact Center with your Salesforce.com desktop.

More information

Five9 Adapter for Velocify

Five9 Adapter for Velocify Cloud Contact Center Software Five9 Adapter for Velocify Agent s Guide November 2017 The Five9 Adapter for Velocify enables you to integrate the Five9 Cloud Contact Center with the Velocify desktop. This

More information

Five9 Agent Desktop Toolkit

Five9 Agent Desktop Toolkit Cloud Contact Center Software Five9 Agent Desktop Toolkit User s Guide November 2017 The Agent Desktop Toolkit comprises the CTI Web Services and the Web toolbar, a softphone integrated in your browser.

More information

Five9 Adapter for Oracle

Five9 Adapter for Oracle Cloud Contact Center Software Five9 Adapter for Oracle Agent s Guide November 2017 This guide describes how to use the integration between Five9 and the Oracle Service Cloud to process calls, voicemail,

More information

Five9 Virtual Contact Center

Five9 Virtual Contact Center Cloud Contact Center Software 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,

More information

Five9 Application for Zendesk

Five9 Application for Zendesk Cloud Contact Center Software Five9 Application for Zendesk Agent s Guide November 2014 This guide describes how to use the integration between Five9 and the Zendesk desktop to process calls and voice

More information

Five9 Plus Adapter for Agent Desktop Toolkit

Five9 Plus Adapter for Agent Desktop Toolkit Cloud Contact Center Software Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide September 2017 The Five9 Plus Adapter for Agent Desktop Toolkit integrates the Five9 Cloud Contact Center

More information

Five9 Virtual Contact Center

Five9 Virtual Contact Center Cloud Contact Center Software Five9 Virtual Contact Center Campaign Administrator s Guide September 2017 This guide describes how to create, configure, and manage outbound, inbound, and autodial campaigns.

More information

Five9 Plus Adapter for NetSuite

Five9 Plus Adapter for NetSuite Cloud Contact Center Software Five9 Plus Adapter for NetSuite Administrator s Guide April 2018 This guide describes how to install and configure the Five9 Plus Adapter for NetSuite, which enhances the

More information

Five9 Virtual Contact Center

Five9 Virtual Contact Center Cloud Contact Center Software Five9 Virtual Contact Center Supervisor s Guide January 2018 The Five9 Supervisor application enables you to monitor and control activities of the VCC, view statistics, generate

More information

Configuring a Virtual Desktop

Configuring a Virtual Desktop Cloud Contact Center Software Configuring a Virtual Desktop Administrator s Guide October 2017 This guide describes how to implement a virtual desktop infrastructure (VDI) integration that enables your

More information

Five9 Adapter for Oracle

Five9 Adapter for Oracle Cloud Contact Center Software Five9 Adapter for Oracle Administrator s Guide July 2017 This guide describes how to configure the integration between Five9 and the Oracle Service Cloud, previously know

More information

Work State Indicator Upon login, the initial state is Not Ready. Click this to open the dropdown menu.

Work State Indicator Upon login, the initial state is Not Ready. Click this to open the dropdown menu. Quick Reference Guide Five9 Plus Adapter for Salesforce Agent Training Navigating the Adapter Interface Using the Plus Adapter for the Salesforce Interface The Five9 Plus Adapter loads on the left side

More information

Five9 Supervisor App for ipad

Five9 Supervisor App for ipad Cloud Contact Center Software Five9 Supervisor App for ipad Last updated June 25, 2014 What's New in the Five9 Supervisor App for ipad? New Agent Overview screen gives supervisors a graphical view of agent

More information

Five9 Plus Adapter for Microsoft Dynamics CRM

Five9 Plus Adapter for Microsoft Dynamics CRM Cloud Contact Center Software Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide September 2017 This guide describes how to install and configure the Five9 Plus Adapter for Microsoft Dynamics

More information

Five9 Virtual Contact Center

Five9 Virtual Contact Center Cloud Contact Center Software Five9 Virtual Contact Center Basic Administrator s Guide January 2018 This guide describes how to use the Five9 Administrator application to configure and manage your Virtual

More information

Start your greeting once the Incoming Call window appears. Make sure you are in Ready state to receive incoming calls

Start your greeting once the Incoming Call window appears. Make sure you are in Ready state to receive incoming calls Agent Desktop Plus Working With Voice Calls Receiving & Initiating Calls Receiving an Outbound Campaign Call Make sure you are in Ready state to receive incoming calls Always enable Auto-Answer for Outbound

More information

Five9 Release Notes. Spring 2018 Release

Five9 Release Notes. Spring 2018 Release Cloud Contact Center Software Five9 Release Notes Spring 2018 Release Updated May 23, 2018 This document describes changes to features, behavior, and documentation implemented in the Spring 2018 Release

More information

Hosted VoIP Phone System. Blue Platform. Hosted Call Center. Agent User Guide

Hosted VoIP Phone System. Blue Platform. Hosted Call Center. Agent User Guide Hosted VoIP Phone System Blue Platform Hosted Call Center Agent User Guide Contents 1 About This Document... 5 1.1 Audience... 5 1.2 How This Guide is Organized... 5 1.3 Software Requirements... 6 2 Introduction

More information

Creating an IVR Script for Abandoned Calls

Creating an IVR Script for Abandoned Calls Cloud Contact Center Software Creating an IVR Script for Abandoned Calls Administrator s Guide June 2014 This document describes how to configure a script that plays an message to customers who were not

More information

Five9 Plus Adapter for Oracle Service Cloud

Five9 Plus Adapter for Oracle Service Cloud Cloud Contact Center Software Five9 Plus Adapter for Oracle Service Cloud Administrator s Guide April 2018 This guide describes how to configure the integration between Five9 and the Oracle Service Cloud

More information

ShoreTel IP Phone 655 Quick Reference

ShoreTel IP Phone 655 Quick Reference ShoreTel IP Phone 655 Quick Reference Introduction ShoreTel IP Phone 655 provides a large color touch screen display. Interaction between you and the phone is accomplished through the phone s touchable

More information

InformationTechnology

InformationTechnology dvanced Calling Features The Polycom VVX 501 is the supported handset for the University's digital voice-over-ip telephone service. The VVX 501 integrates with the University's Skype for Business unified

More information

Hosted VoIP Phone System. Hosted Call Center. Supervisor User Guide

Hosted VoIP Phone System. Hosted Call Center. Supervisor User Guide Hosted VoIP Phone System Hosted Call Center Supervisor User Guide Contents 1 About This Document... 6 1.1 Audience... 6 1.2 How This Guide is Organized... 6 1.3 Software Requirements... 7 2 Introduction

More information

Five9 Virtual Contact Center

Five9 Virtual Contact Center Cloud Contact Center Software Five9 Virtual Contact Center Dashboards and Reports Catalog November 2016 Five9 dashboards and reports enable you to compile and display detailed performance information about

More information

SASKTEL INTEGRATED BUSINESS COMMUNICATIONS (IBC)

SASKTEL INTEGRATED BUSINESS COMMUNICATIONS (IBC) SASKTEL INTEGRATED BUSINESS COMMUNICATIONS (IBC) DESKTOP CLIENT USER GUIDE Version 4 January 2018 TABLE OF CONTENTS About the SaskTel IBC Desktop Client...3 Requirements...3 How to download and install

More information

Virtual Contact Center

Virtual Contact Center ---------------------------------------------------------------------------- ------- --------- Virtual Contact Center Copyright 2014, 8x8, Inc. All rights reserved. This document is provided for information

More information

Five9 Virtual Contact Center Online Help and Browser Usage Guidelines

Five9 Virtual Contact Center Online Help and Browser Usage Guidelines Cloud Contact Center Software Five9 Virtual Contact Center Online Help and Browser Usage Guidelines Five9 Virtual Contact Center Online Help Overview The Five9 Virtual Contact Center (VCC) Online Help

More information

Virtual Communications Express User Guide Mobile for iphone

Virtual Communications Express User Guide Mobile for iphone User Guide Mobile for iphone Feature Overview By adding Virtual Communications Express Mobile to an ios platform, you can leverage a convenient and intuitive interface for mobile calling services. Calls

More information

Virtual Contact Center. Agent User Guide

Virtual Contact Center. Agent User Guide Virtual Contact Center Agent User Guide Virtual Contact Center Copyright 2018, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject

More information

Virtual Communications Express User Guide: Call Center Agent

Virtual Communications Express User Guide: Call Center Agent Feature Overview The Call Center is designed to support the needs of Call Center agents in any environment. It supports the full set of call handling functions, ACD state management, integration of multiple

More information

Cox Business IP Centrex Call Center Standard Agent/Supervisor User Guide

Cox Business IP Centrex Call Center Standard Agent/Supervisor User Guide Cox Business IP Centrex Call Center Standard Agent/Supervisor User Guide 2017 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any

More information

Clearspan Hosted Thin Call Center R Release Notes APRIL 2015 RELEASE NOTES

Clearspan Hosted Thin Call Center R Release Notes APRIL 2015 RELEASE NOTES Clearspan Hosted Thin Call Center R20.0.32 Release Notes APRIL 2015 RELEASE NOTES Clearspan Hosted Thin Call Center R20.0.32 Release Notes The information conveyed in this document is confidential and

More information

Calls. Chat. Meeting. MiCollab for Mobile Client. Android device. ios device. Headsets/Audio Devices

Calls. Chat. Meeting. MiCollab for Mobile Client. Android device. ios device. Headsets/Audio Devices QMiCollab for Mobile Client Quick Reference Guide Calls Place a call 5 In-call features 5 Answer a call 6 Call Using 4 Call Through 5 Chat Individual chat 3 Group chat 3 MiCollab for Mobile Client Installation

More information

Calls. MiCollab for PC Client. Chat. MiCollab MAC Client. Meeting. Dynamic Status. MiCollab Web Client. Headsets/Audio Devices

Calls. MiCollab for PC Client. Chat. MiCollab MAC Client. Meeting. Dynamic Status. MiCollab Web Client. Headsets/Audio Devices QMiCollab for PC Client, MAC Client, and Web Client Quick Reference Guide MiCollab for PC Client Installation 2 Authenticate 3 Self Deployment 3 Logon 2 Logoff 3 MiCollab MAC Client Installation 3 Authenticate

More information

TDS managedip Hosted Unified Communication (UC) User Guide

TDS managedip Hosted Unified Communication (UC) User Guide Installation and Setup To Install the Application: The application is available for both PC and MAC. To download, visit the TDS Support Site at: http://support.tdsmanagedip.com/hosted To log into the Application:

More information

Five9 Virtual Contact Center

Five9 Virtual Contact Center Cloud Contact Center Software Five9 Virtual Contact Center Text Channels Administrator s Guide April 2018 This guide describes how to use the Text Channels Administrator s Console to offer multichannel

More information

Five9 Virtual Contact Center

Five9 Virtual Contact Center Cloud Contact Center Software Five9 Virtual Contact Center Remote Agent s Configuration Guide July 2017 This guide describes how to install, use, and troubleshoot the Five9 application for agents working

More information

Group Administrators

Group Administrators Hosted VoIP Phone System Blue Platform Admin Portal Guide for Group Administrators Table of Contents 1 About this Guide... 6 2 Accessing the Hosted VoIP Phone System Admin Portal... 7 3 Hosted VoIP Admin

More information

Voyant Connect User Guide

Voyant Connect User Guide Voyant Connect User Guide WELCOME TO VOYANT CONNECT 3 INSTALLING VOYANT CONNECT 3 MAC INSTALLATION 3 WINDOWS INSTALLATION 4 LOGGING IN 4 WINDOWS FIRST LOGIN 6 MAKING YOUR CLIENT USEFUL 6 ADDING CONTACTS

More information

Virtual Office Phone Service Setup Guide

Virtual Office Phone Service Setup Guide Setup Guide A guide for the Phone System Administrator Version 6.0, November 2010 Table of Contents Welcome to 8x8 Virtual Office!...3 8x8 Virtual Office Softphone...3 Activate Your 8x8 IP Phones...3 The

More information

BT CLOUD PHONE. USER GUIDE FOR MY EXTENSION.

BT CLOUD PHONE. USER GUIDE FOR MY EXTENSION. BT CLOUD PHONE. USER GUIDE FOR MY EXTENSION. WHAT S IN THIS GUIDE. 1. Welcome to BT Cloud Phone. 3 2. Express setup. 4 3. Accessing the BT Cloud Phone Portal. 5 4. My Extension Dashboard. 6 4.1 Overview:

More information

HOSTED CONTACT CENTRE

HOSTED CONTACT CENTRE ---------------------------------------------------------------------------- ------- --------- HOSTED CONTACT CENTRE AGENT CONSOLE GUIDE Version 9.4 Revision 1.0 Confidentiality and Proprietary Statement

More information

Instructions for SAP CCtr. How to use SAP Contact Center phone system

Instructions for SAP CCtr. How to use SAP Contact Center phone system Instructions for SAP CCtr How to use SAP Contact Center phone system How to start the program 1. Open Internet Explorer browser. Type http://[sap Contact Center Website].ipcallcenters.eu into the address

More information

ShoreTel Communicator for IBM Sametime User Guide. Release 3.0

ShoreTel Communicator for IBM Sametime User Guide. Release 3.0 ShoreTel Communicator for IBM Sametime User Guide Release 3.0 Legal Notices Document and Software Copyrights Copyright 2007-2014 by ilink Kommunikationssysteme GmbH, Berlin, Germany. All rights reserved.

More information

Installing the 3CX Client for Windows

Installing the 3CX Client for Windows Introduction Installing the 3CX Client for Windows The 3CX Client for Windows allows you to manage and oversee telephone calls directly from your computer and subsequently allows you to work remotely from

More information

2018 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic,

2018 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, UC App for 2018 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise,

More information

Call Center Administration

Call Center Administration Hosted VoIP Phone System Blue Platform Admin Portal Guide for Call Center Administration 1 Table of Contents 1 About this Guide... 3 2 Accessing the Hosted VoIP Phone System Administration Portal... 4

More information

Cisco Unified Personal Communicator Release 8.5

Cisco Unified Personal Communicator Release 8.5 Frequently Asked Questions Cisco Unified Personal Communicator Release 8.5 FAQs 2 Basics 2 Setup 3 Availability 5 Contacts 8 Chat 10 Calls 18 Conference Calls 25 Voicemail 26 Web Meetings 27 Troubleshooting

More information

Zultys Advanced Communicator ZAC 2.0 User Manual

Zultys Advanced Communicator ZAC 2.0 User Manual December 16 Zultys Advanced Communicator ZAC 2.0 User Manual Author: Zultys Technical Support Department Z u l t y s, I n c. 7 8 5 L u c e r n e S u n n y v a l e, C a l i f o r n i a, U S A 9 4 0 8 5

More information

Test Delivery System. Test Administrator User Guide LOUISIANA ELPS and ELPT. Published July 6, Updated October 12, 2018

Test Delivery System. Test Administrator User Guide LOUISIANA ELPS and ELPT. Published July 6, Updated October 12, 2018 LOUISIANA ELPS and ELPT Test Delivery System Test Administrator User Guide 2018-2019 Published July 6, 2018 Updated October 12, 2018 Prepared by the American Institutes for Research Descriptions of the

More information

LPAC Agent CONSOLE Agent Guide. Version 2.0

LPAC Agent CONSOLE Agent Guide. Version 2.0 LPAC Agent CONSOLE Agent Guide Version 2.0 Table of Contents Contents LOGGING IN... 3 SETTINGS... 4 General tab... 4 Chat tab... 5 Sounds tab... 6 Language tab... 7 AGENT CONSOLE OVERVIEW... 8 Visitor

More information

Recommended Headsets

Recommended Headsets Cloud Contact Center Software Recommended Reference Guide November 2017 Use these guidelines when acquiring headsets for your Virtual Contact Center (VCC) agents and supervisors. Five9 and the Five9 logo

More information

BUSINESS LINE COMMPORTAL GUIDE

BUSINESS LINE COMMPORTAL GUIDE wowforbusiness.com BUSINESS LINE COMMPORTAL GUIDE WOW! Business BCSE.U.1505.O Business Line CommPortal Guide Table of Contents Getting Started...3 Dashboard...4 Messages and Calls...5 Messages...5 Missed

More information

QUICK START GUIDE NTS HOSTED PBX CALL MANAGER. Welcome. Getting Oriented

QUICK START GUIDE NTS HOSTED PBX CALL MANAGER.   Welcome. Getting Oriented QUICK START GUIDE NTS HOSTED PBX Welcome Welcome to NTS Hosted PBX! This guide is intended to get you up and running with the basic features associated with the product. For more in-depth information,

More information

InformationTechnology

InformationTechnology dvanced Calling Features One of the benefits of running University voice service to Skype for Business is the opportunity to manage calls through a PC or laptop using the Skype application with a compatible

More information

PISA 2018 COMPUTER-BASED SCHOOL QUESTIONNAIRE: PRINCIPAL S MANUAL

PISA 2018 COMPUTER-BASED SCHOOL QUESTIONNAIRE: PRINCIPAL S MANUAL P 2 I S A 0 1 8 PISA 2018 COMPUTER-BASED SCHOOL QUESTIONNAIRE: PRINCIPAL S MANUAL Doc.: CY7_CBA_ScQPrincipalManual.docx Produced by ETS, Core A Contractor TABLE OF CONTENTS Part 1 Introduction Introduction

More information

WEB MEETING USER GUIDE

WEB MEETING USER GUIDE WEB MEETING USER GUIDE AUGUST 2017 TABLE OF CONTENTS WEB MEETING OVERVIEW... 3 CHAIRPERSON: HOW TO ACCESS WEB MEETING... 5 Start an Ad-Hoc Web Meeting... 5 Schedule a Web Meeting and Send Invitations...

More information

Telephony Toolbar Enterprise. User Guide

Telephony Toolbar Enterprise. User Guide Telephony Toolbar Enterprise User Guide Release 4.4 October 2009 Table of Contents 1 Summary of Changes... 7 1.1 Changes for this Release... 7 2 About This Guide... 8 2.1 Open Telephony Toolbar-Corporate...

More information

MiCloud Office for desktop

MiCloud Office for desktop MiCloud Office for desktop User guide MiCloud Office for desktop: User guide Revision: 4.6.4 MiCloud Office for desktop Table of Contents 1. Getting Started... 1 1.1. Installing... 1 1.1.1. Security settings...

More information

Virtual Contact Center

Virtual Contact Center ---------------------------------------------------------------------------- ------- --------- Virtual Contact Center Copyright 2013, 8x8, Inc. All rights reserved. This document is provided for information

More information

Troubleshooting. Cisco WebEx Meetings Server User Guide Release 3.0 1

Troubleshooting. Cisco WebEx Meetings Server User Guide Release 3.0 1 Participants List Displays Multiple Entries for the Same User, page 2 404 Page Not Found Error Encountered, page 2 Cannot Start or Join a Meeting, page 2 SSO Does Not Work with ios Devices, page 4 Meeting

More information

The Evolved Office Assistant

The Evolved Office Assistant The Evolved Office Assistant USER GUIDE TM 995 Old Eagle School Road Suite 315 Wayne, PA 19087 USA 610.964.8000 www.evolveip.net Release 1.0 Document Version 1 Copyright Notice Copyright 2008 Evolve IP,

More information

Microsoft Office Communicator 2007 R2 Getting Started Guide. Published: December 2008

Microsoft Office Communicator 2007 R2 Getting Started Guide. Published: December 2008 Microsoft Office Communicator 2007 R2 Getting Started Guide Published: December 2008 Information in this document, including URL and other Internet Web site references, is subject to change without notice.

More information

Quick Start Guide. Web Conferencing & Secure Instant Messaging via Microsoft Office Communications Server Apptix Live Support:

Quick Start Guide. Web Conferencing & Secure Instant Messaging via Microsoft Office Communications Server Apptix Live Support: Quick Start Guide Web Conferencing & Secure Instant Messaging via Microsoft Office Communications Server 2007 Apptix Live Support: 866-428-0128 Quick Start Guide / Introduction Page 2 of 9 Quick Start

More information

COMCAST BUSINESS VOICEEDGE SOFTPHONE QUICK START GUIDE FOR WINDOWS USERS

COMCAST BUSINESS VOICEEDGE SOFTPHONE QUICK START GUIDE FOR WINDOWS USERS COMCAST BUSINESS VOICEEDGE SOFTPHONE QUICK START GUIDE FOR WINDOWS USERS CONTENTS Introduction...3 Setting up the Softphone...3 Placing an Audio Call...5 Transferring a Call...6 Answer an Incoming Call...8

More information

Description. Table of Contents. Effective Date. System Requirements

Description. Table of Contents. Effective Date. System Requirements Description The VoiceEdge for Skype for Business Companion App connects your Comcast Business VoiceEdge service to your Skype for Business account. Using click-to-dial, you can initiate phone calls directly

More information

Contents Introduction... 4 Features new to CyDesk Web... 4 Call History: - Show All or Filter by Category... 4 Call History: - View the Call History

Contents Introduction... 4 Features new to CyDesk Web... 4 Call History: - Show All or Filter by Category... 4 Call History: - View the Call History Contents Introduction... 4 Features new to CyDesk Web... 4 Call History: - Show All or Filter by Category... 4 Call History: - View the Call History of other Agents... 4 Busy Agents: - Hover to View who

More information

Voic Plus User Guide

Voic Plus User Guide Voicemail Plus User Guide Version: 2.0_CA Revised: 25 September 2007 Notices Copyright 2007 Vonage. All rights reserved. No part of this documentation may be reproduced in any form or by any means or used

More information

Troubleshooting. Cisco WebEx Meetings Server User Guide Release 2.7 1

Troubleshooting. Cisco WebEx Meetings Server User Guide Release 2.7 1 Participants List Displays Multiple Entries for the Same User, page 2 Internet Explorer Browser Not Supported, page 2 404 Page Not Found Error Encountered, page 2 Cannot Start or Join Meeting, page 3 SSO

More information

Contact Center. Installation, Configuration and Operation Manual

Contact Center. Installation, Configuration and Operation Manual Contact Center Installation, Configuration and Operation Manual Contents 1. Introduction... 3 2. Key Terms and Definitions... 4 3. How the Contact Center Works... 5 4. Installing the Contact Center...

More information

Cox Business VoiceManager SM User Reference Guide

Cox Business VoiceManager SM User Reference Guide Cox Business VoiceManager SM User Reference Guide Dear Customer: Thank you for choosing Cox Business VoiceManager, SM provided by Cox Business. VoiceManager is phone service that gives you complete control

More information

Solutions Reference Guide. IP TalkSM. Voic & Navigator Web Portal

Solutions Reference Guide. IP TalkSM. Voic & Navigator Web Portal IP Talk SM Solutions Reference Guide IP TalkSM Voicemail & Navigator Web Portal Table of Contents Voicemail Accessing Your Voicemail................... 1 Voicemail Main Menu........................ 2

More information

Clearspan Hosted Thin Receptionist User Guide RELEASE

Clearspan Hosted Thin Receptionist User Guide RELEASE Clearspan Hosted Thin Receptionist User Guide RELEASE 20.0.33 April 2015 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks

More information

InterCall Unified Communications User Manual. Draft Outlook Integration edition. This document was updated on January 28, 2009.

InterCall Unified Communications User Manual. Draft Outlook Integration edition. This document was updated on January 28, 2009. User Manual Outlook Integration edition This document was updated on January 28, 2009. InterCall UC Account Phone Number The first time you call your phone number, a chime sounds followed by: Welcome.

More information

Hosted PBX QUICK START GUIDE. Customer Portal, Unified Desktop, Mobile and Meeting

Hosted PBX QUICK START GUIDE. Customer Portal, Unified Desktop, Mobile and Meeting Hosted PBX QUICK START GUIDE Customer Portal, Unified Desktop, Mobile and Meeting HOSTED PBX CUSTOMER PORTAL WELCOME Welcome to Hosted PBX. This guide is intended to get you up and running with the Customer

More information

Salesforce Classic Guide for iphone

Salesforce Classic Guide for iphone Salesforce Classic Guide for iphone Version 35.0, Winter 16 @salesforcedocs Last updated: October 27, 2015 Copyright 2000 2015 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark

More information

My Phone. My Phone - Overview. Signing In

My Phone. My Phone - Overview. Signing In My Phone - Overview The Optus Loop My Phone portal gives you full access to your personal phone service settings, allowing you to customise and manage your service to suit your specific requirements. Within

More information

Zultys Mobile Communicator for iphone 8.0

Zultys Mobile Communicator for iphone 8.0 July 18 Zultys Mobile Communicator for iphone 8.0 Author: Zultys Technical Support Department This document covers basic use of the Zultys Mobile Communicator for iphone application. The Zultys Mobile

More information

Agent and Agent Browser. Updated Friday, January 26, Autotask Corporation

Agent and Agent Browser. Updated Friday, January 26, Autotask Corporation Agent and Agent Browser Updated Friday, January 26, 2018 2018 Autotask Corporation Table of Contents Table of Contents 2 The AEM Agent and Agent Browser 3 AEM Agent 5 Privacy Mode 9 Agent Browser 11 Agent

More information

Accession Desktop Communicator User Guide

Accession Desktop Communicator User Guide Welcome Accession Desktop Communicator is a unified communications softphone client that you can use on your PC or laptop. With Accession Desktop Communicator, all the rich functionality of your office

More information

RingCentral for Salesforce. User Guide

RingCentral for Salesforce. User Guide RingCentral for Salesforce User Guide RingCentral for Salesforce User Guide Contents Contents Introduction...3 About RingCentral for Salesforce................................................. 3 About

More information

Integrated Conference Bridge Professional

Integrated Conference Bridge Professional Title page Communication Server 1000 Integrated Conference Bridge Professional iii Nortel Communication Server 1000 Nortel Integrated Conference Bridge Professional Revision history June 2007 Standard

More information

User Guide: Sprint Direct Connect Plus - ios. User Guide. Sprint Direct Connect Plus Application. ios. Release 8.3. December 2017.

User Guide: Sprint Direct Connect Plus - ios. User Guide. Sprint Direct Connect Plus Application. ios. Release 8.3. December 2017. User Guide Sprint Direct Connect Plus Application ios Release 8.3 December 2017 Contents 1. Introduction and Key Features... 6 2. Application Installation & Getting Started... 8 Prerequisites... 8 Download...

More information

COMMAND CENTRAL. Commander Smart SIP ADMINISTRATOR GUIDE

COMMAND CENTRAL. Commander Smart SIP ADMINISTRATOR GUIDE COMMAND CENTRAL Commander Smart SIP ADMINISTRATOR GUIDE Command Central Requirements... 3 Devices... 3 Browsers... 3 How to log into your account... 4 The Command Central Dashboard... 7 Managing Enterprise

More information

Communicator User Guide. BroadSoft UC-One Communicator 22 Desktop PC / MC

Communicator User Guide. BroadSoft UC-One Communicator 22 Desktop PC / MC Communicator User Guide BroadSoft UC-One Communicator 22 Desktop PC / MC Copyright Notice Trademarks Copyright 2017 Access4 Pty Ltd. Copyright 2016 BroadSoft, Inc. All rights reserved. Any technical documentation

More information

Beacon Office. User Manual. Radianta Inc. V2.4.3

Beacon Office. User Manual. Radianta Inc. V2.4.3 Beacon Office User Manual V2.4.3 Radianta Inc. 3/2008 Radianta, Inc. Beacon Office Page 2 Table of Contents Introduction...3 What is Beacon Office...3 How to Use This Guide... 3 Beacon Office Overview...4

More information

User's Manual Zultys MXconference

User's Manual Zultys MXconference March 10 User's Manual Zultys MXconference Author: Zultys Technical Support Department March 2010 Edition Version 1.0 Z Z u l t y s, I n c. 7 7 1 V a q u e r o s S u n n y v a l e, C a l i f o r n i a,

More information

Desktop App User Guide

Desktop App User Guide BlackBerry AtHoc Networked Crisis Communication Desktop App User Guide Microsoft Windows and Apple macos Platforms Release 7.0.0.2, July 2017 Copyright 2017 BlackBerry Limited. All Rights Reserved. This

More information

TELSTRA IP TELEPHONY STANDARD CALL CENTRE FOR AGENTS USER GUIDE

TELSTRA IP TELEPHONY STANDARD CALL CENTRE FOR AGENTS USER GUIDE TELSTRA IP TELEPHONY STANDARD CALL CENTRE FOR AGENTS USER GUIDE WELCOME TO STANDARD CALL CENTRE FOR AGENTS! This user guide provides step-by-step instructions and reference information for using TIPT Standard

More information

Communicator User Guide. BroadSoft Communicator 21.5

Communicator User Guide. BroadSoft Communicator 21.5 Communicator User Guide BroadSoft Communicator 21.5 Copyright Notice Trademarks Copyright 2016 Access4 Pty Ltd. Copyright 2016 BroadSoft, Inc. All rights reserved. Any technical documentation that is made

More information

*413323* CTI Toolbar 5.4a. Quick Reference Guide. Accessing Training Videos. Opening CTI Toolbar

*413323* CTI Toolbar 5.4a. Quick Reference Guide. Accessing Training Videos. Opening CTI Toolbar Accessing Training Videos Opening CTI Toolbar Tip: If you share a computer, a CTI Toolbar icon can be set up for each user so that individual preferences and phone lines can be customized. CTI Toolbar

More information

MyTeleMed iphone User Guide

MyTeleMed iphone User Guide Table of Contents Log In 2 Incorrect Login Information 2 Registering your iphone 2 Main Menu 3 Messages 3 Compose a New Message 4 Message Recipients 4 Archiving Messages 4 Message Detail 5 Add Comments

More information

Residential Voice SUBSCRIBER GUIDE

Residential Voice SUBSCRIBER GUIDE Residential Voice SUBSCRIBER GUIDE RESIDENTIAL VOICE SUBSCRIBER GUIDE TABLE OF CONTENTS Table of Contents Getting Started... 6 Requirements... 6 First Login... 6 Features Management... 0 Basic Features...

More information

Five9 TLS Disablement

Five9 TLS Disablement Cloud Contact Center Software Five9 TLS Disablement Administrator s Guide April 2018 This document describes the disablement of TLS 1.0 by Five9 and the actions that you must perform to ensure continued

More information

ShoreTel IP Phone 480/480g Quick Reference

ShoreTel IP Phone 480/480g Quick Reference SheTel IP Phone 480/480g Quick Reference VOICEMAIL PHONE OPERATION Place Calls Use the speakerphone a headset Ext. Use the Directy Make a conference call Ext. Make a call from Histy Use the Intercom (through

More information

Cisco Finesse Desktop Interface

Cisco Finesse Desktop Interface When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor. Supervisors have additional features that appear on their desktops. This

More information