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

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1 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 of the screen upon login. The Adapter launches immediately ones the connection is confirmed. The initial interface is referred to as the Home interface of the softphone. 1 Work State Indicator Upon login, the initial state is Not Ready. Click this to open the dropdown menu. Work State Indicator Menu Lists the work state under Ready, Not Ready, and the Log Out dispositions. Interaction State Indicator This shows the details of the agent s current interaction or activity. It shows how long... the agent has been on the call the call is on hold the call is parked the the after call work state is Home Button The Home button reflects a counter for pending items to process like overdue callbacks, voic s, and messages. Work State Indicator Timer Indicates the amount of time you are currently running in that state.

2 Quick Reference Guide Five9 Plus Adapter for Salesforce Agent Training Navigating the Adapter Interface Using the Plus Adapter for Salesforce Interface New Call Click the New Call button to process calls. Input number either by the Keypad or Contacts button. Calls Today This directs you to the reports page that shows the call logs, generate reports and plot future calls. Voic s Directs you to the Voic page to access either Skill Group or Personal voic s. Reminders With Reminders and callbacks you can view, edit and create reminders during or in-between calls. Messages Through this, you can start a chat session or a broadcast message. Queue Statistics Monitor call queues or perform queuing tasks. Add to DNC Agents with access to this button can add numbers to the local DNC lists only. Settings Agent s access to customizing the softphone. Help Verify adapter version, obtain event log, supervisors assistance, and run troubleshoot test calls. Telephony Status Indicates the connection status of the softphone. Also contains the Restart button to resolve connection issues. Reporting Problems A pop up window indicating error events. Use this as reference for troubleshooting purposes.

3 Adjusting Audio Settings Adjust call and microphone volume of the Five9 Plus Adapter for the Salesforce agent interface. 1 Click Settings in the adapter interface to open the Settings window Select the Audio Devices tab in the Settings window and make necessary adjustments to the audio settings Select Audio Output device in the dropdown list menu Select sound output device from the Audio Output dropdown list Select sound input device from the Microphone dropdown list Adjust microphone volume slider left or right Enable the Automatic Gain Control checkbox to automatically adjust your microphone s amplification to a constant volume Enable the Acoustic Echo Cancellation checkbox to improve the caller s voice quality by preventing or removing echoes Note: Contact your administrator if Automatic Gain Control and Acoustic Echo Cancellation are grayed out. Click the Restart Station button to disconnect and reconnect your station Click the Echo Call button to review your voice audio quality by recording and playing back your short speech Click Save & Close button to save the changes

4 Reviewing the Call Control Button Dialing contacts manually: New Call button: Click this to initiate a call Keypad button: This shows or hides the keypad. Use the mouse pointer to select numbers or click the Type name or number field and type the numbers by keyboard Contacts button: Launches the contact window. You can search contacts by campaigns, agents, or skills contacts. You can also find speed dials configured by the administrator Campaign Selector dropdown list: Campaigns configured based on skills are listed on the dropdown list Dial button: Click this to dial the number you defined on the Type name or number field

5 Reviewing the Call Control Button The Active Call Display: Interaction State Indicator: Displays the current call s status Call Duration display: Shows how long the current call has been going Campaign: Shows the campaign the current call Contact s Phone Number: Displays the contact s phone number with the area code Contact s Name dropdown: Displays the name of the contact Comments field: Used to log notes that are relevant to the call

6 Reviewing the Call Control Button Controlling calls: Mute: Mutes the call on the agent s end Hold: Puts the call on hold Add to Conference: Puts current call on hold and picks up another line to automatically add another participant to the current call Transfer Call: Routes the current call to another party Start Chat button: Opens the internal directory and allows you to chat with other employees Create Reminder button: Used to schedule a callback using the same contact info as that associated with the current call Start Recording button: Records the call interaction Toggle Keypad button: Pulls up the keypad in place of the Comments field Park call button: Places current call on hold and picks up another line, but does not automatically connect the calls in a conference Play Audio File dropdown: This optional button appears only when the agent is assigned to a skill that has the permission to play audio files to customers End Call button: Terminates the current call

7 Configuring Sound Alerts Configuring sound alerts sets and defines tones for reminders, messages, and calls. 1 Click Settings to launch the Settings window Click the Sound Alerts tab 3 Enabling specific sound alert options plays the sound during call operation 4 Click Save & Close

8 Setting Up Auto-Answer Setting the auto-answer let s your station answer the call without manually clicking the Answer button. When disabled, calls continue to ring for a set amount of time before it is placed back on queue. Note: Auto-Answer option is enabled by the administrator. 1 Click Settings to open the Settings window Click the Auto-Answer tab 3 Select the options you want enabled 4 Click Save & Close

9 Quick Reference Guide Five9 Plus Adapter for Salesforce Agent Training Agent Status & States Selecting Call and Voic States The default state of the Salesforce Adapter upon login is Not Ready. Change the state to Voice or VM (voic ). 1 Click the Work State Indicator From the dropdown menu click Ready for under the Ready state 3 From the Ready for window, tick on Voice or VM options or both Selecting Voice enables agents to process only calls Selecting VM enables agents to process only voic s Selecting both enable agents to process calls and voic s 4 Click Confirm after choosing options

10 Quick Reference Guide Five9 Plus Adapter for Salesforce Agent Training Agent Status & States Using Not Ready Reason Codes Not Ready reason codes are used for off the phone activities such as chat and tasks, training sessions, breaks and other non-call-related work. 1 Click the Work State Indicator Select the appropriate Not Ready reason code Note: The list under the Not Ready reason codes vary according to what the administrator sets. 3 The selected reason code is immediately reflected in the Work State Indicator and the Timer starts to count

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