Five9 Plus Adapter for Agent Desktop Toolkit

Transcription

1 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 with your CRM application. This guide describes how to prepare the browser for your agents. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.

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 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

3 Contents What s New... v Chapter 1 Introduction... 1 Chapter 2 Configuring Single Sign-On... 2 Microsoft Active Directory Federation Services... 2 Configuring Single Sign-On... 2 Configuring a Relying Party Trust... 3 Configuring Assertion Consumer Service... 9 Configuring a Rule to Set the Federation ID Configuring Single Sign-On in the VCC Administrator Application Obtaining the Metadata Configuring Your Five9 Domain Adding a Federation or Persistent ID to Users Configuring the Browser Testing Single Sign-On Microsoft Azure Active Directory Configuring Azure AD Adding the Five9 Plus Adapter to Azure AD Configuring Single Sign-On Enabling the Azure AD User for Single Sign-On Testing Single Sign-On Configuring the Browser Configuring Single Sign-On in the VCC Administrator s Application Configuring Your Five9 Domain Adding a Federation ID to Users Okta Configuring Single Sign-On in Okta Configuring Single Sign-On in the VCC Administrator s Application Configuring Your Five9 Domain Adding a Federation ID to Users Testing Okta Single Sign-On Chapter 3 Displaying Call Variables to Agents Chapter 4 Managing the Software for Your Agents Installing the Adapter iii Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

4 Configuring the Browser Chrome Adding Exceptions Installing the Extension Installing and Configuring the Softphone Icon Troubleshooting the Softphone Firefox Adding Exceptions Enabling the Five9 Softphone Plug-In Installing and Configuring the Softphone Icon Internet Explorer Enabling Pop-Up Windows Enabling the Five9 Plug-In Installing and Configuring the Softphone Toolbar Adding your Domains to Trusted Sites Configuring Optional Browser Features Safari Enabling Pop-Up Windows and Plug-Ins Enabling Cookies Installing the Extension Installing and Configuring the Softphone Toolbar Removing the Integration Removing the Adapter Windows OS Mac OS Clearing the Browser Cache Chrome Firefox Internet Explorer Chapter 5 Collecting Logs Browser Logs Chrome Firefox Internet Explorer Safari Softphone Log Application Log iv Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

5 What s New Chapter 2 This table lists the changes made in the last releases of this document: Release September 2017 July 2017 June 2017 October 2016 August 2016 Changes When you configure single sign-on in your VCC Administrator application, removed the statement about leaving as is the value of the Valid Until field for all third-party single sign-on applications. Ensure that the field contains the date and time of your certificate. Added Microsoft Azure Active Directory. Added Okta. Added an important note about PSTN station. Added a note about Firefox 51. For more information, see Firefox. Added Displaying Displaying Call Variables to Agents. Added Configuring the Browser for single sign-on, which contains links to the specific configuration sections for each browser. Added Five9 UC - Skype for Business to the agent s guide. For more information, see Plus Adapter for Agent Desktop Toolkit Agent s Guide and Configuring Five9 UC Adapter - Skype for Business in the Basic Administrator's Guide. Added an important note for each browser that your agents will use. Remember to add the browser exceptions to your Group Policies. For more information, see Chrome, Firefox, and Internet Explorer. Added a note about a defect in Firefox 49. Added a note about a defect in Mac OS 10 with Safari 10. Added a section about removing the Mac OS softphone adapter. Added the ability for agents to return missed calls. v Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

6 Chapter 1 Introduction The Five9 Plus Adapter for Agent Desktop Toolkit is a browser plug-in that enables you to integrate the Five9 Cloud Contact Center with your CRM application. After you have installed the adapter, your agents can use the Five9 softphone adapter, a call control tool that works in your CRM application. For information about the supported browsers and versions of the Java Runtime Environment, see the VCC Technical Requirements. You can use the adapter with Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari. opened browser tabs and windows Important Each browser limits the number of parallel connections for each host. Because all opened tabs and windows share these connections, open no more than five tab and browser windows to avoid performance issues associated with updating the Five9 adapter in multiple windows. This limitation applies whether the content of the windows (case, opportunity, or other) differs, or the windows are opened in different browsers (Firefox, Internet Explorer, Chrome, or Safari). For more information about the connection limits that apply to your browser and its versions, refer to your browser vendor. missed calls This guide applies to you if you are installing the Five9 Plus Adapter for Agent Desktop toolkit. Before starting configuration, ensure that your domain is enabled for the Five9 Plus Adapters and for the ability of your agents to return missed calls. You must understand these elements: Five9 VCC administrator configuration. Five9 Agent REST API. Overall call center integration and configuration. PSTN station This guide describes for Agent Desktop Toolkit and Five9 VCC administrators how to download, install, and configure the Five9 Plus Adapter for Agent Desktop Toolkit and how to configure the required and optional elements of your CRM application. Important Agents and supervisors who log into a PSTN station or forward calls between sessions may incur high long-distance fees. Therefore, be sure to give permission only to the appropriate users. 1 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

7 Chapter 2 Configuring Single Sign-On If you do not plan to use single sign-on, skip this chapter. Single sign-on enable you to synchronize authentication and authorization data between your CRM application and Five9 so that users can access both systems simultaneously: If you enable single sign-on, your agents use only one set of credentials to automatically log into the adapter when they log into your CRM application. If you do not enable single sign-on, your agents must log into your CRM application and Five9 separately by using two sets of credentials. Contact your Five9 support representative to request that your Five9 domain be enabled for the Plus applications. Once your domain is enabled, use one of these options: Microsoft Active Directory Federation Services Microsoft Azure Active Directory Okta Microsoft Active Directory Federation Services Install and configure the basic features of Microsoft Active Directory Federation Services (AD FS), noting the domain name of the AD FS server. The domain name is the Identity Provider or IdP host that you will need when you configure single sign-on. Configuring Single Sign-On Configuring Single Sign-On in the VCC Administrator Application Configuring the Browser Testing Single Sign-On Configuring Single Sign-On Configuring a Relying Party Trust Configuring Assertion Consumer Service Configuring a Rule to Set the Federation ID 2 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

8 Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring a Relying Party Trust This section describes how to create a relying party trust for Five9 in AD FS. 1 Open Server Manager. 2 Click the Tools tab at the top, and select AD FS Management. 3 In the navigation pane, open Trust Relationships. 4 Select Relying Party Trusts. In the central panel, you see the current trusts. 3 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

9 Configuring Single Sign-On Microsoft Active Directory Federation Services 5 In the Actions pane on the right, click Add Relying Party Trust. The wizard opens. 6 Click Start. 7 In the Select Data Source step, select Enter data about the relying party manually, and click Next. 4 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

10 Configuring Single Sign-On Microsoft Active Directory Federation Services 8 Enter the name that will appear in the Display Name column of the list of Relying Party Trusts, and click Next. 9 Select AD FS and click Next. 5 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

11 Configuring Single Sign-On Microsoft Active Directory Federation Services 10 In the Configure Certificate step, click Next. 11 In the Configure URL step, click Next. 6 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

12 Configuring Single Sign-On Microsoft Active Directory Federation Services 12 In the Configure Identifiers step, enter a relying party trust identifier in the field, and click Add and Next. Be sure that the URL matches your Identity Provider host: host>/appsvcs/saml/metadata/alias/adt <Service Provider> is your Five9 host: app.five9.com or app.five9.eu. 13 In the Configure Multi-factor Authentication Now step, click Next. 7 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

13 Configuring Single Sign-On Microsoft Active Directory Federation Services 14 In the Choose Issuance Authorization Rules step, click Next. 15 In the Ready to Add Trust step, click Next. 8 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

14 Configuring Single Sign-On Microsoft Active Directory Federation Services 16 In the last step, disable the Open the Edit Claim Rules... option, and click Close. The relying party trust is added to AD FS. Configuring Assertion Consumer Service The Assertion Consumer Service (ACS) handles the SAML response for identity initiated login when link is clicked. 9 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

15 Configuring Single Sign-On Microsoft Active Directory Federation Services The Federation ID or other persistent ID that you select must match the ID that you will enter in the Federation ID field in the user s properties of the Five9 VCC Administrator application. The value, such as an address, must be the same in both applications and must persist until the user is deleted. 1 In the list of Relying Party Trusts of AD FS, right-click the trust that you created, and select Properties. 2 In the Endpoint tab, click Add SAML. 3 Add two ACS endpoints for your Identity Provider host with the same information, except for Binding: Endpoint type Binding SAML Assertion Consumer First endpoint: Artifact Second endpoint: POST Index 0 Trusted URL host>/appsvcs/saml/sso/alias/adt <Service Provider> is your Five9 host: app.five9.com or app.five9.eu. 10 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

16 Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Click OK. This figure shows both endpoints in the properties window. 5 To exit the properties, click OK. Configuring a Rule to Set the Federation ID You can use any ID, such as the address. 1 In the main AD FS window, select a Relying Party Trust in the list. A section for that trust appears in the Actions navigation pane on the right. 11 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

17 Configuring Single Sign-On Microsoft Active Directory Federation Services 2 Click Edit Claim Rules, and Add Rule. 3 Select Send LDAP Attributes as Claims, and click Next. 12 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

18 Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Enter or select this information: Claim rule name Attribute store Mapping of LDAP attributes to outgoing claim types Active Directory -Addresses >> Address 5 Click OK. 6 Again click Edit Claim Rules, and Add Rule. 7 Select Transform an Incoming Claim, and click Next. 13 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

19 Configuring Single Sign-On Microsoft Active Directory Federation Services 8 Enter or select this information: Claim rule name Incoming claim type Outgoing claim type Outgoing name ID format Transform to Address Name ID 9 Click Finish. 10 In the list of claim rules, click Apply. 14 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

20 Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring Single Sign-On in the VCC Administrator Application You need to enable your agents and your domain in the VCC Administrator Application. Obtaining the Metadata Configuring Your Five9 Domain Adding a Federation ID to Users Obtaining the Metadata The information that you will enter in the VCC is located in this XML file that you need to download: host>/federationmetadata/ /federationmetadata.xml Prepare the X509 certificate that you will need to enter in the VCC as follows: 1 Copy the hash in the X509Certificate element to a file as follows: -----BEGIN CERTIFICATE----- <hash from X509Certificate> -----END CERTIFICATE Save the file with the CER extension. Configuring Your Five9 Domain To enable single sign-on in your Five9 domain, enter the metadata information. 1 In the VCC Administrator s application, go to Actions > Configure > Single Sign- On. 15 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

21 Configuring Single Sign-On Microsoft Active Directory Federation Services 2 Enter the information from the metadata file in the fields. Do not import the file. Field Issuer URL SingleSignOnService HTTP- POST Binding URL SingleSignOnService HTTP- Redirect Binding URL Description Located in the entityid attribute of the EntityDescriptor element. URL of the IdP host, starting with the server name. Located in the location attribute of the SingleSignOnService element. Main login address for your domain, starting with the IdP host name. Located in the location attribute of the alternate SingleSignOnService element. Alternate login address for your domain, starting with the IdP host name. X.509 certificate Format of the public key. The field may remain blank after you upload the file. Valid Until Default NameID Format Expiration date and time of the certificate in the specified time zone. Format of the Name ID: urn:oasis:names:tc:saml:1.1:nameidformat: address 3 Click Save. 16 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

22 Configuring Single Sign-On Microsoft Active Directory Federation Services Adding a Federation or Persistent ID to Users The value in this field is synchronized with the value in your CRM. The value must persist until the user is deleted. 1 In the Administrator s application, open Users. 2 Open a user s name. 3 In the Federation ID field of the General tab, enter the agent s Five9 user name or another name reserved for single sign-on. In this figure, the Federation ID matches the Five9 user name. 4 Click Save. Configuring the Browser The final step is to add the login URL of your IdP host to the browsers that your agents will use. For instructions, see the browser configuration sections: Chrome: Installing and Configuring the Softphone Icon Firefox: Installing and Configuring the Softphone Icon Internet Explorer: Installing and Configuring the Softphone Toolbar 17 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

23 Configuring Single Sign-On Microsoft Azure Active Directory Safari: Installing and Configuring the Softphone Toolbar Testing Single Sign-On When SSO is configured, an additional login button labeled SSO Login appears below the standard login button in the agents softphone. 1 Log out of the adapter and of your CRM application. 2 Log into your CRM application with the user name that you configured for single sign-on. Depending on your configuration, you see the login or the station setup window: 3 Click SSO Login or set up your station. Microsoft Azure Active Directory Configuring Azure AD Configuring the Browser Configuring Single Sign-On in the VCC Administrator s Application Configuring Azure AD Adding the Five9 Plus Adapter to Azure AD Configuring Single Sign-On Enabling the Azure AD User for Single Sign-On Testing Single Sign-On 18 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

24 Configuring Single Sign-On Microsoft Azure Active Directory Adding the Five9 Plus Adapter to Azure AD Follow these steps. 1 Log into your Microsoft Azure portal account. 2 In the navigation pane, select Azure Active Directory. 3 In the navigation pane of the dashboard, click Enterprise Applications. 4 In the navigation pane, click All Applications. 19 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

25 Configuring Single Sign-On Microsoft Azure Active Directory 5 At the top, click New Application. 6 In the navigation pane, click Business Management. 7 In the search field, enter Five9 Plus Adapter (CTI, Contact Center Agents). 20 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

26 Configuring Single Sign-On Microsoft Azure Active Directory 8 Click the entry in the table. 9 Click Add. When the application is added, this page is displayed. 21 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

27 Configuring Single Sign-On Microsoft Azure Active Directory Configuring Single Sign-On Follow these steps. 1 Click Configure single sign-on in the main window or Single sign-on in the navigation pane. 2 Select SAML-based Sign-on. 22 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

28 Configuring Single Sign-On Microsoft Azure Active Directory The configuration page is displayed. 3 In the Five9 Plus Adapter (CTI, Contact Center Agents) Domain and URLs section, enter the identifier and reply URL for your adapter. Identifier: Unique identifier for the application configured with Azure AD. This value also appears as the Entity ID in any SAML metadata provided by the application. Reply URL or Assertion Consumer Service (ACS) URL: URL for the SAML token. For European data centers, use app.five9.eu instead of app.five9.com. Environment Identifier Reply URL URL In the User Identifier menu, be sure that user.userprincipalname is selected. The value, such as an address, must be the same in both applications and must persist until the user is deleted. It will be used as Federation ID in the Five9 VCC Administrator application. 5 In the SAML Signing Certificate section, click Certificate (Base64), and save the certificate. You will later enter the X509 certificate in the VCC Administrator s application. 23 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

29 Configuring Single Sign-On Microsoft Azure Active Directory 6 In the Notification field, enter the address of the recipient of configuration problems. 7 Click Save at the top of the page. 8 At the bottom of the page, click Configure Five9 Plus Adapter (CTI, Contact Center Agents). A page of additional configuration information is displayed. 9 In that page, near the bottom, copy the values of these parameters: You need these values to configure the VCC Administrator application. SAML Single Sign-On Service URL SAML Entity ID 10 Close the instruction pane. Enabling the Azure AD User for Single Sign-On You need to grant access to Five9 Plus Adapter (CTI, Contact Center Agents). 1 In the navigation pane, select Azure Active Directory. 2 Click Enterprise applications > click All applications. 3 Find and click Five9 Plus Adapter (CTI, Contact Center Agents). 24 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

30 Configuring Single Sign-On Microsoft Azure Active Directory 4 In the navigation pane, click Users and groups. 5 Click Add user. 6 Click Users - None Selected. 25 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

31 Configuring Single Sign-On Microsoft Azure Active Directory 7 Click the user, and click Select. 8 Click Assign. The user is displayed in the Users and groups menu. 26 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

32 Configuring Single Sign-On Microsoft Azure Active Directory Testing Single Sign-On Follow these steps: 1 To test your Azure AD single sign-on configuration, go to the Access Panel. If you have customized your login page, append your domain to the URL as follows: domain>.com. You can use any active or verified domain name configured in your Azure AD portal. 2 Click the Five9 Plus Adapter (CTI, Contact Center Agents) tile. You are automatically logged into your Five9 Plus Adapter (CTI, Contact Center Agents) application. Configuring the Browser The final step is to add the login URL of your IdP host to the browsers that your agents will use. For instructions, see the browser configuration sections: Chrome: Installing and Configuring the Softphone Icon Firefox: Installing and Configuring the Softphone Icon Internet Explorer: Installing and Configuring the Softphone Toolbar Safari: Installing and Configuring the Softphone Toolbar 27 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

33 Configuring Single Sign-On Microsoft Azure Active Directory Configuring Single Sign-On in the VCC Administrator s Application You need to enable your agents and your domain in the VCC Administrator s Application. Configuring Your Five9 Domain Adding a Federation ID to Users Configuring Your Five9 Domain Add the information from the certificate and metadata files. 1 In the VCC Administrator s application, select Actions > Configure > Single Sign- On. 2 Enter this information. Field Issuer URL SingleSignOnService HTTP-POST Binding URL Description Corresponds to the SAML Entity ID in Azure AD. URL of the IdP host, starting with the server name. Main login address for your domain, starting with the IdP host name. Corresponds to the SAML Single Sign-On Service URL in Azure AD. 28 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

34 Configuring Single Sign-On Microsoft Azure Active Directory Field SingleSignOnService HTTP-Redirect Binding URL Description Alternate login address for your domain, starting with the IdP host name. Corresponds to the SAML Single Sign-On Service URL in Azure AD. X.509 certificate Format of the public key. Certificate in base 64 that you downloaded. The field may remain blank after you upload the file. Valid Until Default NameID Format Expiration date and time of the certificate in the specified time zone. Format of the Name ID: (default) urn:oasis:names:tc:saml:1.1:nameidformat:unspecified 3 Click Save. Adding a Federation ID to Users The value in this field is synchronized with the value in your CRM. Enter the agent s user name for Microsoft Dynamics CRM in the Federation ID field of the General tab. 29 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

35 Configuring Single Sign-On Okta Okta Configuring Single Sign-On in Okta Configuring Single Sign-On in the VCC Administrator s Application Testing Okta Single Sign-On Configuring Single Sign-On in Okta You can configure Okta in the Five9 US or EU data centers. 1 Log into Okta. 2 Click Admin. 3 Click Add Applications. 4 In the search field, enter Five9 Agent Desktop Toolkit. 5 In the overlay, click Add. 30 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

36 Configuring Single Sign-On Okta 6 In General Settings, select your data center, US or Europe, and click Next. 7 In Assign to People, enter user names or user groups in the search field, and click Next. 8 Enter the user name that you plan to use as Federation ID in the user's properties in the VCC Administrator application, and click Done. The value, such as an address, must be the same in both applications and must persist until the user is deleted. 31 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

37 Configuring Single Sign-On Okta 9 In the user s page, click the Sign On tab. 10 To obtain the identity provider metadata and instructions for importing this data into your VCC domain, go to the Sign On section of the SAML application. 32 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

38 Configuring Single Sign-On Okta 11 To download the X.509 certificate, click Identity Provider metadata, and save the XML file. Configuring Single Sign-On in the VCC Administrator s Application You need to enable your agents and your domain in the VCC Administrator s Application. Configuring Your Five9 Domain Adding a Federation ID to Users Configuring Your Five9 Domain Add the information from the metadata file. 33 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

39 Configuring Single Sign-On Okta 1 In the VCC Administrator s application, select Actions > Configure > Single Sign- On. 2 To enter the information from the metadata file, do so manually, or click Import, and locate your file. All the fields are completed, and the X509 certificate is imported even if the field on the right remains blank. This table describes each imported element. Field Issuer URL SingleSignOnService HTTP-POST Binding URL SingleSignOnService HTTP-Redirect Binding URL Description Located in the entityid attribute of the EntityDescriptor element. URL of the IdP host, starting with the server name. Located in the location attribute of the SingleSignOnService element. Main login address for your domain, starting with the IdP host name. Located in the location attribute of the alternate SingleSignOnService element. Alternate login address for your domain, starting with the IdP host name. X.509 certificate Format of the public key. The field may remain blank after you upload the file. Valid Until Expiration date and time of the certificate in the specified time zone. 34 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

40 Configuring Single Sign-On Okta Field Default NameID Format Description Format of the Name ID: urn:oasis:names:tc:saml:1.1:nameidformat: address 3 Click Save and Exit. Adding a Federation ID to Users The value in this field is synchronized with the value in your CRM. In the user s properties, enter the agent s user name for your CRM integration in the Federation ID field of the General tab. Testing Okta Single Sign-On Follow these steps. 1 Log out and back in. 2 Click the Five9 tile. 35 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

41 Configuring Single Sign-On Okta You are automatically logged into your Five9 Plus adapter. 36 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

42 Chapter 3 Displaying Call Variables to Agents Call variables are custom fields that store call data, which enables you to display the most appropriate interaction and record information to agents. Use call variables directly in voice interactions and in connectors for multi-channel interactions. You may use system or custom variables. This example describes how to display to agents the queues to which inbound calls are routed by adding a call variable to the layout of a new or existing campaign profile. This section applies only to voice interactions. You can display call variables of the Customer group, except those that correspond to system CRM fields: number1, number2, number3, firstname, lastname, company, street, city, state, and zip. 1 Open Campaign Profiles. 2 In a campaign profile, add the Call.skill_name variable to the layout. a Open or create a campaign profile. b Select the Layout tab. c Select Custom Campaign Settings. 37 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

43 Displaying Call Variables to Agents d e f Click Add. Select Call Attached Variable. Select Call.skill_name. g h Click OK. The variable is displayed in the list of the Layout tab. If appropriate, enable Enforce Users to View Call Variables at the bottom. Important Even though the heading for this option is CTI Web Services, the option applies also to the Plus Application. 38 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

44 Displaying Call Variables to Agents i - Enabled: Call variables are always shown to agents. - Disabled: Call variables are shown to agents only if they enable Show Call Attached Variables in their softphone settings. Click Apply. If the campaign profile is currently used by a campaign, your changes are applied immediately. If the campaign profile is not yet used by a campaign, go to step 3. 3 Assign the profile to an inbound campaign. a Open the properties of the campaign. b In the Campaign Profile section of the General tab, click Advanced mode. c Select a campaign profile. d Click Apply and Save. 4 If appropriate, ensure that your agents enable Show Call Attached Variables in their adapter. In their adapter, this feature is located in Settings > General tab; the data associated with the variable is displayed in the call information section of the softphone. 39 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

45 Displaying Call Variables to Agents Softphone Settings General tab Option: Show call variables Active call Call information Call variables displayed 40 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

46 Chapter 4 Managing the Software for Your Agents This chapter describes how to configure your agents browser. If you want to allow your agents to prepare their browser, forward to them the instructions for the appropriate browsers. You can use the adapter with Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari. For detailed information about the supported browsers, see the VCC Technical Requirements. The Five9 softphone supports system and agent spaces: System space: You may prepare the browsers and install the softphone remotely by using Windows Group Policy or Mac Active Directory. Agent space: When agents log into the softphone for the first time, they may download it and any additional software required for your integration. Installing the Adapter Configuring the Browser Installing the Adapter If you are currently using a previous Five9 Agent Desktop Toolkit, you may install the new Five9 Plus Agent Desktop Toolkit without first removing the existing adapter. Install the softphone with the system space installer. Even if your agents use more than one browser and if you use more than one Five9 product, you need to install the softphone only once because the installers are identical: Windows: The file name is Five9Softphone.msi. Mac: The file name is Five9Softphone.dmg. Important Be sure that your firewall and other security software does not block the installation of the Five9 softphone. 41 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

47 Managing the Software for Your Agents Installing the Adapter Firefox 49 Important Due to a defect in Firefox 49, the softphone adapter may not be detected immediately when it is installed for the first time. Adapters that are already installed are not affected. To resolve this issue, users should close and reopen the browser. Alternately, in the browser menu, users can click Tools > Addons > Plugins to verify that Five9 Softphone Plugin is listed. This action needs to be performed only once. Firefox beta version 50.b.10 appears to work correctly. Mac OS 10 with Safari 10 Important Due to issues in Mac OS with Safari , users may experience one of these problems when the softphone adapter and the extension are installed: After users install the softphone adapter and the extension, an error message is displayed. To resolve the issue, users should press Command + R to manually refresh the page. After users install the softphone adapter and the extension, the adapter may crash. To resolve this issue, users should log out and reopen the browser. After that, the expected three tones are played. 1 To install the softphone, double-click the installer and click Run. The process may take a couple of minutes. 2 When done, click Finish. 42 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

48 Managing the Software for Your Agents Configuring the Browser Occasionally, the softphone adapter may need to be updated. Five9 recommends that you do not prevent your agents from installing the automatic softphone and add-on updates because your agents are prevented from working until the updates are installed. To prevent installation problems for your agents, ensure that they have permission to do so if they will use the softphone and install the adapter at least once to resolve any potential issues due to your browser, firewall, and operating system. Configuring the Browser Chrome Firefox Internet Explorer Safari Chrome You need to add exceptions to the browser and install and configure the adapter. Adding Exceptions Installing the Extension Installing and Configuring the Softphone Icon 43 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

49 Managing the Software for Your Agents Configuring the Browser Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. If you use Mac OS and Chrome 53, connectors do not open. Be sure to update the browser. Adding Exceptions Add exceptions for Five9 and your CRM application 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. 44 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

50 Managing the Software for Your Agents Configuring the Browser 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. 8 Click Manage exceptions. 45 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

51 Managing the Software for Your Agents Configuring the Browser 9 Add these exceptions, ensuring that the selected behavior is Allow: [*.]five9.com or [*.]five9.eu Your CRM application 10 Click Done, Done, and close the Settings tab. Installing the Extension Note If your agents have permission to access multiple domains, you need to install one extension for each domain. You may install the extension from the Chrome Web store now, or you may allow agents to install it when they log into the adapter for the first time. In this last case, agents will be prompted to reinstall the extension when an update is available. Chrome Web Store. Click this link to the extension in the Chrome Web store. 46 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

52 Managing the Software for Your Agents Configuring the Browser 1 Click Add to Chrome. 2 Click Add. After the extension is installed, the button changes from blue to green. 47 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

53 Managing the Software for Your Agents Configuring the Browser Chrome Extension File. To distribute the extension to your agents workstations, save the CRX file. For instructions about distributing the extension, see Extensions: Other Deployment Options in the Chrome Developer Center. This option does not appear in the agent s guide. Installing and Configuring the Softphone Icon This icon opens the softphone adapter. The extension is updated automatically when a new version is added to Chrome Web store. In this case, agents are prompted if an action is required. 1 To install the toolbar icon, click this link to the Chrome store or click Chrome in step 5 of the CRM download page. 2 Click Add to Chrome. 3 Click Add. The Five9 icon appears in the browser toolbar. 4 Right-click the Five9 icon, and select Options. 48 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

54 Managing the Software for Your Agents Configuring the Browser 5 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: host>/adfs/ls/idpinitiatedsignon.aspx Your agents will use this URL to log into your CRM and the adapter. 6 Click Save, and close the browser tab. 7 To open the adapter, click the icon. Troubleshooting the Softphone If the softphone appears connected in one browser window but disconnected in another, refresh the page of the window in which the softphone is disconnected. Refresh all pages after you install or remove an extension. Firefox Add exceptions to the browser and install and activate the adapter. Adding Exceptions Enabling the Five9 Softphone Plug-In Installing and Configuring the Softphone Icon 49 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

55 Managing the Software for Your Agents Configuring the Browser Important This issue does not occur when you install Firefox for the first time. If you use or will upgrade to Firefox 51, follow these steps to prevent or resolve display issues with drop-down menus: 1 Uninstall and reinstall Firefox, or update Firefox as usual. 2 Start Firefox. 3 Refresh Firefox. 4 Reinstall your extensions and other add-ons. Adding Exceptions Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. Add exceptions for Five9 and your CRM application 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. 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. 50 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

56 Managing the Software for Your Agents Configuring the Browser 3 Check Block pop-up windows, and click Exceptions. 4 Add these exceptions, ensuring that the selected behavior is Allow: five9.com or five9.eu Your CRM application 5 Click Save Changes. 6 Depending on your browser version, close the tab or click OK to close the settings window. Enabling the Five9 Softphone Plug-In Perform this procedure after the adapter is installed. 51 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

57 Managing the Software for Your Agents Configuring the Browser 1 Click Tools > Add-ons. 2 Click Plugins. 3 Locate Five9 Softphone Plugin, and select Always Activate if it is not already selected. 4 Depending on your browser version, close the tab or click OK. Installing and Configuring the Softphone Icon This icon opens the softphone adapter. 1 In step 5 of the CRM download page, click Firefox. 52 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

58 Managing the Software for Your Agents Configuring the Browser 2 Click Allow. 3 Click Install. The icon that you will click to open the adapter appears in the browser toolbar. 4 To configure the extension, select Tools > Add-ons > Extensions. 5 Click Options. 53 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

59 Managing the Software for Your Agents Configuring the Browser 6 Click Edit. 7 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: host>/adfs/ls/idpinitiatedsignon.aspx Your agents will use this URL to log into your CRM and the adapter. 8 Click Apply. 9 Refresh your browser. 10 To open the adapter, click the icon. Internet Explorer At a minimum, you need to enable pop-up windows, and if agents see error messages, complete the appropriate other sections. Note To delete characters in a text field, such as in the login window and a phone number, you must use the Backspace key on your keyboard. You cannot use the Delete key. Enabling Pop-Up Windows Installing and Configuring the Softphone Toolbar Configuring Optional Browser Features 54 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

60 Managing the Software for Your Agents Configuring the Browser Enabling Pop-Up Windows Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. 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 Check Turn on Pop-up Blocker, and click Settings. 4 Add these exceptions: *.five9.com or *.five9.eu Your CRM application 55 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

61 Managing the Software for Your Agents Configuring the Browser 5 Click Close, and OK. Enabling the Five9 Plug-In Verify that the plug-in is enabled. 1 Select Tools > Manage Add-ons. 2 In the Status column, if the plug-in is not enabled, click the plug-in. 3 In the plug-in section at the bottom, click Enable. 56 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

62 Managing the Software for Your Agents Configuring the Browser 4 If more than one plug-in is installed, choose whether to enable the other plug-in. 5 Click Close. Installing and Configuring the Softphone Toolbar Install the Tools menu item that opens the softphone adapter. 1 In step 5 of the CRM download page, click Internet Explorer. 2 Click Run. 57 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

63 Managing the Software for Your Agents Configuring the Browser 3 In the Setup Wizard, click Next twice, and when done, click Close. 4 Refresh the browser. 5 Select Tools > Five9 Plus Adapter Settings. 6 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: host>/adfs/ls/idpinitiatedsignon.aspx Your agents will use this URL to log into your CRM and the adapter. 7 Click Apply. 8 Refresh the browser. 58 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

64 Managing the Software for Your Agents Configuring the Browser 9 To open the adapter, select Tools > Five9 Plus Agent Desktop Toolkit. Adding your Domains to Trusted Sites If you use Internet Explorer 11 with single sign-on, follow these steps. 1 Select Tools > Internet Options. 2 Select the Security tab. 3 Select Trusted Sites. 4 Click Sites. 5 Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD FS host. For example, if your AD FS login URL is IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com. 6 Click Close. Configuring Optional Browser Features Follow these steps only if error messages are displayed. Disabling Protected Mode Disabling Protected Mode. By default, Protected Mode is enabled for the Internet, Local Intranet, and Restricted Sites zones. If it is enabled for the Web site opened in the current tab, an error message states that the Five9 adapter cannot run. To disable Protected Mode, follow these steps. 59 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

65 Managing the Software for Your Agents Configuring the Browser 1 Select Tools > Internet Options. 2 Select the Security tab. 3 If you are using Internet Explorer 11, select Trusted Sites. 4 Click Sites. 5 Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD FS host. For example, if your AD FS login URL is IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com. 6 Click Close. 7 Select a Web content zone, and disable Enable Protected Mode. 60 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

66 Managing the Software for Your Agents Configuring the Browser Safari Enable pop-up windows, plug-ins, and cookies in the Safari Preferences, and install an extension. Enabling Pop-Up Windows and Plug-Ins Enabling Cookies Installing the Extension Installing and Configuring the Softphone Toolbar Enabling Pop-Up Windows and Plug-Ins By default, your browser prevents pop-up windows. You must disable this feature. 1 Click Security. 61 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

67 Managing the Software for Your Agents Configuring the Browser 2 Disable Block pop-up windows. 3 Enable Allow Plug-ins and click Website Settings. 4 For the Five9 Softphone Plugin, select Allow Always, and Click Done. Enabling Cookies By default, the browser limits cookies to only the pages that are visited. This feature prevents logging into the Plus Agent Desktop Toolkit the first time. 1 Click Privacy. 2 In Cookies and website data, click Always allow. 62 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

68 Managing the Software for Your Agents Configuring the Browser Installing the Extension Safari extension Note If your agents have permission to access multiple domains, you need to install one extension for each domain. To distribute the extension to your agents workstations, download and save the Five9Softphone.safariextz file. However, agents can install the extension when they log into the adapter for the first time. When an update is available, a notification appears in the softphone. Installing and Configuring the Softphone Toolbar Install the Tools menu item that opens the softphone adapter. 1 In step 5 of the CRM download page, click Safari. 2 Follow the installation instructions. 3 In Safari, select Preferences and the Extensions tab. 63 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

69 Managing the Software for Your Agents Removing the Integration 4 In the left pane, select the extension. 5 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: host>/adfs/ls/idpinitiatedsignon.aspx Your agents will use this URL to log into your CRM and the adapter. 6 Close the Extensions window. Removing the Integration Be sure that the user has logged out of the adapter and that the browser is closed. Removing the Adapter If you need to remove the softphone adapter, follow these steps. However, if you installed an extension for the Chrome or Safari browser, the extension remains. 64 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

70 Managing the Software for Your Agents Removing the Integration Windows OS Follow these steps: 1 Click Start > Control Panel > Programs > Uninstall a Program. 2 In the list of programs, select Five9 Softphone and click Uninstall. 3 Click Yes to confirm. 4 When done, close the control panel. Mac OS To remove the softphone, use this script, which is located inside the installation image: 1 Install the softphone either from the customer portal or from the link displayed in the Plus application if an update is required when you log in. 2 Run this script at your terminal: /Volumes/Five9\ Softphone\ Installer/.content/uninstall.sh Clearing the Browser Cache The login window for the adapter still appears, but the softphone is no longer installed: if you try to log in now, the installation process starts again. Chrome 1 Click the Chrome menu in the top-right corner of the browser. 2 Select More Tools > Clear browsing data. 65 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

71 Managing the Software for Your Agents Removing the Integration 3 Select the amount of data that you want to delete, such as the beginning of time to delete everything. 4 Check the boxes for the types of information that you want to remove. 5 Click Clear browsing data. 66 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

72 Managing the Software for Your Agents Removing the Integration 6 Close the Settings tab. Firefox 1 Click Tools > Options > Advanced > Network. 2 Click Clear Now twice. 3 Depending on your browser version, close the tab or click OK to close the settings window. Internet Explorer 1 Click the cog in the top right corner > Safety > Delete browsing history, or press Ctrl+Shift+Delete. 67 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

73 Managing the Software for Your Agents Removing the Integration 2 Check the appropriate boxes, and click Delete. 68 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

74 Chapter 5 Collecting Logs This chapter describes how to collect logs from the workstation of agents who use the Five9 Plus applications: Browser Logs Softphone Log Application Log Logs are always displayed in UTC. Browser Logs Chrome Firefox Internet Explorer Safari Chrome Follow these steps to locate the console logs. 1 In Chrome, click the menu icon in the top-right corner of the browser. 2 Select More Tools > Developer Tools. 3 In the browser console, select the Network tab, WebSockets, WS, and Frames. 69 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

75 Collecting Logs Browser Logs 4 Select the Console tab. 5 Click the filter, and select the items that you want, such as errors and warnings. Firefox Follow these steps to locate the console logs. 1 Open the console: Ctrl+Shift+J. 2 Click and select the objects that you want. 70 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

76 Collecting Logs Browser Logs Internet Explorer Follow these steps to locate the console logs. 1 To open the console, press F12. 2 Select the console tab. Safari Follow these steps to locate the console logs. 1 To enable Web Inspector in the browser toolbar, open the Safari preferences. 2 Select the Advanced tab. 3 Enable Show Develop menu in menu bar. 71 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

77 Collecting Logs Softphone Log 4 To access the Web Inspector, click the Develop menu in the menu bar, or press Command-Option-I. 5 Select console. Softphone Log You or Five9 Customer Support may request these files, which contain information about the adapter. Softphone logs are saved in the agent s computer for four days before being deleted. Log files are located in these folders: Windows: %appdata%\five9\logs\websoftphone MAC: ~/Library/Application\Support/Five9/Logs/websoftphone Application Log All actions performed by agents are saved in logs that can be used to troubleshoot problems with their station. You or Five9 Customer Support may request application logs to troubleshoot issues. By default, all agents can collect logs that apply to voice and text interactions and send a basic report. These logs contain the events that occur during the agent s current session because logs are not saved when the agent closes the browser. 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. These logs are located in the softphone. 72 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide

78 Collecting Logs Application Log 1 In the Help menu, click Start Logging. 2 To save the content that you need to send to Customer Support, click Download. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, _14 PM.txt. The file is saved in your default download folder. You may redirect the softphone logs to a custom directory. To do so, set the F9_ SOFTPHONE_LOG_DIR environment variable in the agent s workstation. For example, you may redirect the logs to a NAS share mounted in the agent s workstation. For more information about logs, see Reporting Problems in the Plus Adapter for Agent Desktop Toolkit Agent s Guide. 73 Five9 Plus Adapter for Agent Desktop Toolkit Administrator s Guide