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, and email and chat messages. 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.
About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com. Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Five9 Adapter for Oracle Agent s Guide
Contents What s New... vi Chapter 1 Installing the Five9 Components... 1 Installing the CTI Web Services... 1 Using the Five9 Adapter... 4 Starting the CTI Web Services... 4 Stopping the CTI Web Services... 5 Defining Log Settings... 5 Five9 CTI Web Services... 5 Oracle Logs... 6 Removing the Adapter... 6 Managing Your VCC Account... 10 Changing your Password and Security Answers... 10 Recovering your Password... 11 Forgotten Password... 11 Incorrect Password... 14 Chapter 2 Using Your Station... 16 Logging In and Out of the Station... 16 Logging In... 16 Oracle... 17 Five9... 17 Logging Out... 19 Understanding Your Station... 20 Five9 Media Bar... 20 Five9 Info Pane... 21 Status Pane... 21 Customizing Your Station... 22 Auto-Answer... 22 Automatic Hang Up... 22 Sounds for Incoming Calls... 23 Audio Devices... 23 Setting Your Status... 25 Viewing Your User Information... 26 Reviewing Recent Incidents... 27 Initiating an Internal Chat Session... 27 Starting a Chat Session... 27 Accessing Chat Sessions... 29 iii Five9 Adapter for Oracle Agent s Guide
Sending Messages to Users... 30 Requesting Help... 31 Chapter 3 Processing Calls... 32 Understanding Campaign Features... 32 Campaigns... 33 Skill Groups... 33 Dispositions... 33 Scripts... 34 Connectors... 35 Receiving Calls... 36 Matching the Phone Number to Contact Records... 37 Previewing Call Information in Outbound Campaigns... 37 Viewing Call-Related Information... 38 Managing Personal Queues... 40 Dialing Calls... 41 Calling an Oracle Contact... 41 Using Click to Dial... 43 TCPA Manual Touch Mode... 43 Using Speed Dial... 43 Using the Keypad... 44 Making Conference Calls... 45 Adding a Participant... 45 Removing a Participant... 46 Leaving a Conference... 47 Transferring Calls... 47 Managing Calls on Hold and Parked Calls... 49 Calls on Hold... 49 Parked Calls... 49 Recording Calls... 50 Adding Notes... 51 Ending a Call... 52 Accessing Five9 Statistics... 53 Chapter 4 Processing Voicemail and Callbacks... 55 Processing Voicemail... 55 Personal Voicemail... 55 Skill Voicemail... 56 Managing Call Reminders... 57 Scheduling Reminders... 57 Returning Scheduled Calls... 58 Manual Calls... 58 Automated Calls... 59 Chapter 5 Processing Email Messages and Chat Sessions... 60 Adding Five9 Text Channels to Your Oracle Work Space... 60 iv Five9 Adapter for Oracle Agent s Guide
Accepting Incidents... 60 Rejecting Incidents... 61 Processing Incidents... 62 Email Messages... 62 Chat Sessions... 63 Reviewing Recent Incidents... 66 Transferring Incidents... 67 v Five9 Adapter for Oracle Agent s Guide
What s New Chapter 2 This table lists the changes made in the last releases of this document: Release November 2017 September 2017 August 2017 July 2017 April 2015 October 2014 Changes Added Managing Your VCC Account. Added information about supervisors monitoring your calls. Removed an enhancement. Added an important note for users who select a PSTN station. Updated the branding from RightNow to Oracle Service Cloud. Added information about upgrading from a previous version. Added chat sessions to Processing Email Messages and Chat Sessions. Added an important note about formatting phone numbers correctly for international calls. vi Five9 Adapter for Oracle Agent s Guide
Chapter 1 Installing the Five9 Components This guide describes how to install, configure, and use the integration between Five9 and Oracle Service Cloud to process calls and voicemail. This integration provides a Five9 telephony toolbar inside the Oracle application. For information about the supported versions of the Java Runtime Environment and.net Framework, see the VCC Technical Requirements. Installing the CTI Web Services Using the Five9 Adapter Removing the Adapter Managing Your VCC Account Installing the CTI Web Services Follow these steps whether you are installing the adapter for the first time or are upgrading from a previous version. upgrading from a previous version Important If you are currently using a previous version of the Five9 Adapter for Oracle, you need to stop the adapter, but you do not need to uninstall it. Download and install the new adapter when your administrator instructs you to do so. 1 Log into your Five9 account. 2 Click CRM Integrations. 1 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Installing the CTI Web Services 3 Click Five9 Adapter for Oracle. 4 In Step 3, click Click here. 5 Click OK. You may also choose to first save the file. 2 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Installing the CTI Web Services 6 To install the Five9 Adapter for Oracle, click Run. 7 To install the Five9 CTI Web Services, click Run. Once the installation is complete, you see the Five9 icon in the system tray at the bottom of your screen. In Oracle, the Five9 Media Bar is located above the work space. 3 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Using the Five9 Adapter Using the Five9 Adapter You must have an Internet connection to start and use the CTI Web Services. The Five9 logo appears in the system tray. Starting the CTI Web Services If your Internet connection is established immediately when you start your computer, the adapter starts automatically. However, if your network connection is delayed, the adapter cannot start automatically. In this case, you see this error message. To start the CTI Web Services manually, click Start > All Programs > Five9 > Five9 CTI Web Services. 4 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Defining Log Settings Stopping the CTI Web Services To stop the CTI Web Services, right-click the Five9 icon in the system tray and select Exit. Defining Log Settings The logs may be requested by Customer Support to troubleshoot issues with the Five9 CTI Web Services. Five9 CTI Web Services These log settings apply to the Five9 CTI Web Services. 1 Right-click the icon in the system tray, and select Logging. 2 Select your options: 5 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Removing the Adapter Log level: types of messages to log. Except when troubleshooting, use the Low, errors only setting. Logs directory: location for the generated log files. By default, the logs are located in %appdata%\roaming\five9\logs. 3 Click OK. Oracle Logs You may access two types of logs: Oracle Add-In logs: %appdata%\five9\rightnow\ Oracle logs: %appdata%\rightnow_technologies\<interface>\logs Removing the Adapter If you need to completely remove the adapter, follow these steps. Warning Use this procedure only if directed to do so by your administrator. Do not use this procedure to update your adapter. 1 Stop the adapter. 2 Remove the integration: a Click Start > All Programs > Five9 > Uninstall Five9 Integrations Components. 6 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Removing the Adapter The integration components window appears. b c Click Yes. When done, click Finish. 3 Navigate to <user name>\appdata\roaming. 4 Delete the Five9 folder completely. Note You may need to reboot before being able to delete this folder. 7 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Removing the Adapter 5 Locate the Java Control Panel. The location of the panel depends on your platform and its configuration. These steps apply to Java 7 Update 40 (7u40) and later versions on Windows. For other versions or the Mac platform, click one of these links: Windows or Mac platform. 6 Click Start > All Programs > Java > Configure Java. 7 On the General tab of the Java Control Panel, click View at the bottom. 8 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Removing the Adapter 8 In the Java Cache Viewer, highlight the two components, and click the red X or Delete on your keyboard. 9 In the Show menu, select Resources. 10 Select (CTRL-A) and delete all resources. 9 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Managing Your VCC Account Managing Your VCC Account Your 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. 10 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components 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. 11 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components 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 email address, and click OK. If you have permission to reset your password, you see this window. Continue with step 5: 12 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components 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 emailed to you. 7 Answer the verification questions, and click OK. 13 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components 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: 14 Five9 Adapter for Oracle Agent s Guide
Installing the Five9 Components Managing Your VCC Account Customer Portal Applications 15 Five9 Adapter for Oracle Agent s Guide
Chapter 2 Using Your Station The Five9 Virtual Contact Center (VCC) is a Web-based communication system for creating and managing inbound and outbound contact center campaigns. Logging In and Out of the Station Understanding Your Station Customizing Your Station Setting Your Status Viewing Your User Information Initiating an Internal Chat Session Logging In and Out of the Station This section describes how to log in and out of your station. Logging In Logging Out Before starting, ensure that the Five9 CTI Web Services icon appears in your system tray and that you are connected to the Internet. Logging In Be sure to have the Oracle and Five9 credentials provided by your administrator. User names are case sensitive. Oracle User name Password Five9 User name Password Station ID Station Type 16 Five9 Adapter for Oracle Agent s Guide
Using Your Station Logging In and Out of the Station Oracle 1 From the Windows Start menu, click Start > Oracle (figure or the left) or All Programs > Oracle (figure on the right). or 2 Enter your Oracle credentials, optionally check Remember Me, and click Login. If you check Remember Me, your user name and password are automatically added to the fields when you start the program. Five9 If you do not see the login button, you are not connected to Five9 CTI Web Services adapter. To resolve the issue, see Using the Five9 Adapter. 1 In Oracle, click Five9 Login. 17 Five9 Adapter for Oracle Agent s Guide
Using Your Station Logging In and Out of the Station PSTN station 2 Enter your user name, password, station number, and station type. 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. 3 Click Login. 4 If available, select skill groups. These skill groups correspond to the queues assigned to you. Softphone users: When the station is connected, you hear three tones. This window appears. 18 Five9 Adapter for Oracle Agent s Guide
Using Your Station Logging In and Out of the Station If you do not hear the three tones, restart your station. If the problem persists, contact your system administrator. Gateway and PSTN users: Your analog phone rings. After picking up the phone, you hear three tones, which confirm that your station is connected to the Five9 VCC. Your administrator configures how your skill options appear. Gateway users: Keep your phone off the cradle. All the call controls enabled by your administrator are located in the Five9 Oracle Integration. The buttons remain gray until a call arrives at your station. 5 Click OK. You can change your selection later in the Agent > Skills menu. 6 To set your status, select the type of work that you want to perform: phone calls, voicemail, and/or email and chat. This menu may appear the first time that you log in only. To select these options afterward, see Setting Your Status. 7 Click Ready. You can start working as soon as your work space and the Five9 Media Bar appear. Logging Out When you log out, several incidents may still be assigned to you. They are handled according to their source: Incidents that were originally transferred to you remain in your queue until you log in again. All other incidents are returned to the main queue so that other agents can process them. 19 Five9 Adapter for Oracle Agent s Guide
Using Your Station Understanding Your Station 1 In the Five9 Media Bar, select Agent > Logout. 2 Select one of the logout codes enabled by your administrator. Understanding Your Station Your station contains these elements: Five9 Info Pane Five9 Media Bar Status Pane Five9 Media Bar The Five9 Media Bar enables you to access the Five9 functions to process phone calls and voicemail. 20 Five9 Adapter for Oracle Agent s Guide
Using Your Station Understanding Your Station Five9 Info Pane The Five9 Info pane on the left contains information about you, your current status and activity, the number of calls waiting in your queue and your personal voice mailbox, and the number of your personal scheduled callbacks: Status Pane The bottom pane contains additional information about your softphone settings, which can vary according to your settings and current state, for example: ACW: Duration of the After Call Work that you spend completing tasks associated with the call, such as adding comments to the call log. Agent State: Your current status, such as Ready. Call State: Current status of a call, such as Idle, OnCall, or AfterCallWork. Mic Vol: Microphone volume level. Spkr Vol: Speaker volume level. Softphone: Softphone connection status, such as Connected or Incoming. 21 Five9 Adapter for Oracle Agent s Guide
Using Your Station Customizing Your Station Customizing Your Station You softphone is ready to use, but if you have permission, you can customize it at any time. In the Five9 Media Bar, all options are in the More > Station menu. Auto-Answer Automatic Hang Up Sounds for Incoming Calls Audio Devices Auto-Answer Use the Auto-Answer options to automatically answer incoming calls. If these options are disabled, you must click the Answer button in the Call menu within a specified duration before the call is connected. Check these options: Auto-Answer Inbound/Autodial Calls Auto-Answer Outbound Calls Auto-Answer Internal Calls Automatic Hang Up This More > Station > Hang Up on Call Ended setting is optional. This option disconnects the softphone after each call so that you can answer or reject calls manually. In this case, 22 Five9 Adapter for Oracle Agent s Guide
Using Your Station Customizing Your Station an Answer button appears for each incoming call. Use this option only in special cases. Otherwise, use the Auto-Answer options to receive calls automatically. Automatic Hang-Up Important For previewed outbound calls placed by the dialer, do not use this option because the time expires before you can answer. When the function is enabled, you can see Softphone: HungUp in the bottom pane. Sounds for Incoming Calls These options enable you to be notified of incoming calls. If your softphone automatically answers incoming calls, you can enable a sound to be played when these calls are delivered to your station. In the Five9 Media Bar, select More > Station. Play Tone On Incoming Autodial Call Play Tone On Incoming Extension Call: Calls transferred to your personal queue. Play Tone On Incoming Inbound Call Play Tone On Incoming Outbound Call: Adds a delay in delivering calls because the tone must be played before the contact is connected. If contacts hang up before you start speaking, disable this option. Play Tone On Incoming Preview Call Audio Devices Note If you see this error message, the Five9 Oracle Adapter cannot detect your headset and other audio devices. Contact your system administrator. Follow these steps. 1 In the Five9 Media Bar, select More > Station > Station Properties. 2 Set the Audio Devices options: 23 Five9 Adapter for Oracle Agent s Guide
Using Your Station Customizing Your Station Option Ring Speaker Microphone Enable Automatic Gain Control Description Device, such as computer speakers, to use for incoming calls. Speaker device to use with Five9. Microphone device to use with Five9. To produce the quietest recording, set the microphone recording level as high as possible without distorting the signal. This setting provides good quality sound even when speaking away from the microphone. 3 Set the volume options: Option Speaker Microphone Description Although most speakers have a separate volume control, you can control the overall level of sound. Move the slider right or left as needed. The volume indicator (Spkr Vol) is located in the bottom pane. Move the slider right or left as needed. The microphone volume indicator (Mic Vol) is located in the bottom pane. 4 Optionally, check Mute to disable your microphone during a call so that the other party cannot hear you 5 Click Save and Close. 24 Five9 Adapter for Oracle Agent s Guide
Using Your Station Setting Your Status Setting Your Status The status determines the ability to process calls, voicemail, email messages, and chat sessions. Before you start to work, set your status in the Five9 Media Bar. The options that you see depend on those enabled by your administrator. After logging into your phone station, your status is set as follows: Ready if you selected calls, voicemail, or text while logging in. Not Ready otherwise. When you complete or transfer a call or an incident, you can receive a new call or incident if your status is set appropriately. The order of precedence is as follows: chat session > phone call > email message: Ready for Call: Ready to receive inbound, outbound, and internal calls. You can take only one call at a time. Ready for Voicemail: Ready for voicemail but not for calls. Ready for Text: Ready to send and receive email messages and participate in chat sessions. You may work on multiple emails and chat sessions at a time, depending on the limit set by your Five9 administrator. When you have reached the limit, Ready for Text is disabled until you are under the limit again. Not Ready: You cannot receive calls but can make a manual call. With this status, you need to select a reason code, for example: Break: To take a personal break. Email: To send email. 25 Five9 Adapter for Oracle Agent s Guide
Using Your Station Viewing Your User Information Viewing Your User Information To view your user information, select Agent > User Info. Your administrator provides most of this information. For information about your queues, voicemail, and callbacks, see Five9 Info Pane. User Details Option User name Full name Extension Domain Station Station Type Description Case sensitive login ID. Your first and last names. Four-digit number. Your Five9 domain. Softphone login number. Softphone, gateway, or PSTN. Agent Info Option Agent ID Name Description Your identification number. Your agent name. User Info 26 Five9 Adapter for Oracle Agent s Guide
Using Your Station Reviewing Recent Incidents Option ID Unique ID Name Role Description Your identification number. Your unique identification number. Your user name. Your role, for example: agent. Reviewing Recent Incidents The list of your most recent work appears in the Recent Items menu of the Home section. The different types of events are indicated by these icons: Incidents Email messages Chat sessions Phone calls Initiating an Internal Chat Session You can exchange messages with one or more internal users and request help from a supervisor in real time by using a chat session. You cannot use a chat session to communicate outside your organization. To process external chat sessions with Oracle customers, see Processing Email Messages and Chat Sessions. Starting a Chat Session 1 Click More > Messaging > Create Chat. 27 Five9 Adapter for Oracle Agent s Guide
Using Your Station Initiating an Internal Chat Session The chat session window opens with your user name as the only member. 2 In the Available Participants section, select a user and click Add. Only online users are listed. The user with whom you want to chat receives this message. Once the user approves your invitation, the user's name appears in the Participants in Chat pane. You can start your chat. 3 Type your message in the box at the bottom of the screen and click Send. You see this chat window. 28 Five9 Adapter for Oracle Agent s Guide
Using Your Station Initiating an Internal Chat Session Your supervisor sees and uses this chat window. 4 To save a copy of the chat session, click Export Transcript at the top. 5 To end the chat session, click Exit Chat. Accessing Chat Sessions Occasionally, you may be invited to multiple chat sessions at the same time. To access other chat sessions, select More > Messaging > Chats. The links to the chat sessions disappear as soon as the chat session ends. 29 Five9 Adapter for Oracle Agent s Guide
Using Your Station Initiating an Internal Chat Session Sending Messages to Users You can send a message to an individual user or a broadcast message to all logged-in users. You can only send messages to online users. Sending a Message to a User. 1 Select More > Messaging > Send User Message > name of user. 2 Enter your message and click Send. Sending a Message to Multiple Users. 1 Select More > Messaging > Send Broadcast Message. 2 Type your message and click Send. All logged-in users see a pop-up window. 30 Five9 Adapter for Oracle Agent s Guide
Using Your Station Initiating an Internal Chat Session Requesting Help You can send a help request to your supervisor. This request is accompanied by an emergency sound. Select More > Messaging > Request Help Chat. Your supervisor receives this message: When your supervisor accepts your request, a chat session is created. 31 Five9 Adapter for Oracle Agent s Guide
Chapter 3 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 call-processing options are described, your administrator may allow only a subset of these features. Before making or receiving a call, be sure to set your state appropriately. Understanding Campaign Features Receiving Calls Managing Personal Queues Dialing Calls Making Conference Calls Transferring Calls Managing Calls on Hold and Parked Calls Adding Notes Recording Calls Ending a Call Accessing Five9 Statistics Understanding Campaign Features If you selected a campaign that contains scripts and connectors, the options appear in your softphone after the contact answers the phone. Campaigns Skill Groups Dispositions Scripts Connectors 32 Five9 Adapter for Oracle Agent s Guide
Processing Calls Understanding Campaign Features Campaigns 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. The calls are processed according to the rules configured by your administrator. Skill Groups Skill groups are used to organize agents into groups that are assigned to outbound campaigns or inbound call queues. Campaigns may have more than one skill group. You may be assigned to multiple skill groups. If you have permission, you select one or more skill groups when you log in or when you select the Agent > Skills menu as shown in this figure. If you have permission, you can process voicemail and play audio files assigned to skill groups. Dispositions Dispositions are used to set the result of a call. You may not process another call until you select a disposition. Each campaign has a list of dispositions, for example: Busy: Busy signal. No Answer: Ringing but no answer. Fax: Number called number is a fax machine. 33 Five9 Adapter for Oracle Agent s Guide
Processing Calls Understanding Campaign Features Add to DNC List: Number added to the do-not-call list. Left Message: Left voicemail message. Answering Machine: No voicemail message left. Scheduled Callback Not Interested: Called party not interested. Agent to Redial: You set a timer so that you may dial the number again later. To set a disposition, select Call > Dispositions > specific disposition. Scripts A script is a set text that you are required to say during a call. If the campaign has a defined script, it appears in the Agent tab as soon as the connection is established with your customer. During the call, you can change tabs as needed. To return to the script, you may also click Script in the ribbon. 34 Five9 Adapter for Oracle Agent s Guide
Processing Calls Understanding Campaign Features Connectors A connector is a URL that automates looking up information or completing a form during a call if the campaign has a defined connector: Information: Customer data, call details, agent information, and worksheet data. Call parameters such as call length, handle time, wrap-up time, skill transfer, queue time, and hold time. Actions: Post data to a Web page or Web form. Look up a contact record in another local or Web application. Send information to or request information from an external database. Use a third-party tool. You can open a connector when a record is selected or when a call is connected, disconnected, in preview mode, or has been assigned a disposition value. 1 During the call, click Connectors. 35 Five9 Adapter for Oracle Agent s Guide
Processing Calls Receiving Calls 2 Select a connector. In this example, a tab opens as a browser window that you can use to perform your task. 3 When done, close the connector s tab. Receiving Calls To receive calls, your status must be set to Ready for Call. Matching the Phone Number to Contact Records 36 Five9 Adapter for Oracle Agent s Guide
Processing Calls Receiving Calls Previewing Call Information in Outbound Campaigns Viewing Call-Related Information Viewing Contact Information Viewing Call Variables If the Auto-Answer options are enabled, you receive calls automatically. If you have permission, you may reject ringing calls. Otherwise, when you hear the phone ring, click Answer, or select Call > Answer as shown below. Matching the Phone Number to Contact Records When you receive a call, Oracle locates the records that match the phone number and displays the information in your work space. The call is then connected to your station. Matches What you see Action Multiple records match. List of possible matches. Select the correct one. One record matches. Caller s details displayed on a tab labeled with the contact's first and last names. Edit the fields as needed. No record matches. New contact tab. Enter the necessary information. If you do not complete the fields, the contact is saved under the number but without a name. Previewing Call Information in Outbound Campaigns When outbound campaigns display a preview of the call, a pop-up window opens when a call arrives. This window provides detailed information about the contact, including all phone numbers associated with the contact. Before dialing, you may be allowed to 37 Five9 Adapter for Oracle Agent s Guide
Processing Calls Receiving Calls preview the record for a limited amount of time, such as 30 seconds, or indefinitely. This information appears in the Preview Call window: Contact Record Numbers Company First Name Last Name Last Agent Disposition Last Agent Timestamp Modified on State Last Campaign Last Agent Preview Phone Numbers Primary Number Alternate Numbers When done reviewing the record, proceed as follows: To accept the call, select a number and click Dial. If you have permission to decline the call, click Skip. If you do not accept or reject the call within the time allowed, you are placed in Not Ready state. Viewing Call-Related Information During a call, the call type, such as inbound, and the phone number appear on the tab. To see more information about the call, click the Agent tab. Call Information. You can also see detailed information about each call in a separate window or a tab. 38 Five9 Adapter for Oracle Agent s Guide
Processing Calls Receiving Calls Window Select Call > Call Info > Call Information. Tab Click Call Information. Viewing Contact Information. You can see detailed information about each contact and actions taken by agents in a separate window or tab. Window Select Call > Call Info > CRM Record. Tab Click Contact Information. 39 Five9 Adapter for Oracle Agent s Guide
Processing Calls Managing Personal Queues Viewing Call Variables. Call variables apply to phone calls only. Variables are used by the system to find for you the most appropriate incident and record information. Variables can belong to many groups, such as agent, call, contact, IVR, and Oracle, for example: Oracle.IncidentId. To see call variables, select Call > Call Info > Call Variables tab. Managing Personal Queues You are notified when calls are waiting in your queue: The number of calls is displayed in the Five9 Info pane. To view the list of callers, click Call Waiting. 40 Five9 Adapter for Oracle Agent s Guide
Processing Calls Dialing Calls Alternately, select Call > Call Queue in the Five9 Media Bar. Dialing Calls Use the method most appropriate for the case: Calling an Oracle Contact Using Click to Dial TCPA Manual Touch Mode Using Speed Dial Using the Keypad Calling an Oracle Contact Follow these steps. 1 To locate a contact record, open Quick Search in the navigation pane. 2 Select the type of search, in this case Contact Search. 3 Enter the contact s information. 4 In the CX State menu, select the type of contact. The contact s details appear in the work space. 41 Five9 Adapter for Oracle Agent s Guide
Processing Calls Dialing Calls 5 Select Call > Make Call. A dialog box appears with the list of the customer s phone numbers. 6 Select a contact number, and click Yes. The customer s number is added to the Make Call Dialog. 7 Optionally, select a campaign name. The campaigns listed correspond to your skill groups. Associating a call with a campaign enables you to assign a campaign-specific disposition to the call. 8 Optionally, select Check Do Not Call. 42 Five9 Adapter for Oracle Agent s Guide
Processing Calls Dialing Calls If checked, the dialer automatically checks numbers against the Do Not Call list in your Five9 domain. If the number is found, it is not dialed. 9 To dial the contact, click OK. Using Click to Dial To make calls directly from Oracle, click the phone icon to the right of the phone number field, for example. You may use this feature with any phone number in Oracle: When you click the phone icon, a list of campaigns appears. Select a campaign, or keep the default (None). TCPA Manual Touch Mode 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 into the adapter. You cannot cut and paste or drag and drop a phone number into the field. You cannot call a contact until you have correctly entered all numbers. This feature applies to these types of calls, whether or not they are part of a campaign: click-to-dial, call previews, and queue and voicemail callbacks. For queue callbacks, automatic dialing is disabled, and, for outbound calls, the automatic answer feature in your softphone settings is disabled. For more information, contact your supervisor. These figures show what you see when you need to type the number. Using Speed Dial The speed dial menu contains the numbers that you dial most frequently. Instead of dialing complete phone numbers, you may be able to use short codes. If your speed dial list is already established, select Call > Speed Dial. 43 Five9 Adapter for Oracle Agent s Guide
Processing Calls Dialing Calls Otherwise, follow these steps. 1 In the Call menu, select Make Call. 2 Check Speed Dials, and select a number in the list. 3 Optionally, select a campaign and Check Do Not Call. 4 Click OK. Using the Keypad international calls If your domain is not enabled for international phone numbers, you must enter 10 digits to conform to the North American Numbering Plan. If your domain is enabled for international phone numbers, you need to enter phone numbers for all calls according to your configuration: in your national format or up to 15 digits, starting with the plus (+) sign and the country code. You may see a menu similar to the one shown below. For more information, see your administrator. 1 In the Call menu, select Make Call. 2 Click the Keypad icon in the top right corner. 44 Five9 Adapter for Oracle Agent s Guide
Processing Calls Making Conference Calls 3 Enter the phone number by using the keypad or your keyboard, and click OK. 4 If appropriate, select a campaign, Check Do Not Call, and click OK. Making Conference Calls During calls, you can create and participate in conference calls with three or more internal or external parties. This section describes how to create and manage conference calls. Adding a Participant Removing a Participant Leaving a Conference Adding a Participant 1 During a call, click Conference. Do not click the arrow next to Conference. 2 To initiate a conference, use one of these methods: Enter a phone number into the Destination field. To invite an agent, skill group member, or other party to the conference, use the Show check boxes on the right with the Filter field on the left to narrow the list of names. You may enter only part of the name in the Filter field. 45 Five9 Adapter for Oracle Agent s Guide
Processing Calls Making Conference Calls Speed Dials, Agents, Skills Hide Logged Out Campaigns Warm Speed dial numbers, agents, and skill groups are displayed. Only logged-in users are displayed. List of available inbound campaigns. Whether to discuss the call with the third party before retrieving the original contact who is on hold. Disabled: The conference starts immediately. Enabled: You speak with the third party before starting the conference. 3 Click OK. The conference proceeds as follows: If Warm is disabled, the conference call starts immediately with all parties. If Warm is enabled, speak with the third party, and select Conference > Complete Conference. Removing a Participant To remove a participant from a conference call, select Conference > Remove Participants, and select a name or number. 46 Five9 Adapter for Oracle Agent s Guide
Processing Calls Transferring Calls Leaving a Conference For conference calls associated with a campaign, your administrator selects as follows which user must assign a disposition: Agent who initiated the conference. Last agent to leave the conference. Agent who initiated the conference decides who must finish the call. For example, when you want to leave a conference call, select Conference > Leave Conference, and select a disposition for your part of the call if this menu is available. Transferring Calls If you have permission, you may transfer internal and external calls to other agents, skill group members, speed dial numbers, running inbound campaigns, or to phone numbers outside Five9 (third-party transfer). Other agents may also transfer calls to you. Before customers are transferred, they are put on hold. 1 During a call, click Transfer. Do not click the arrow next to Transfer. 2 To transfer a call, use one of these methods: Enter a phone number into the Destination field. 47 Five9 Adapter for Oracle Agent s Guide
Processing Calls Transferring Calls To transfer the call to an agent, skill group member, or other party, use the Show check boxes on the right with the Filter field on the left to narrow the list of names. You may enter only part of the name in the Filter field. Speed Dials, Agents, Skills Hide Logged Out Campaigns Speed dial numbers, agents, and skill groups are displayed. Only logged-in users are displayed. List of available inbound campaigns. 3 Select a disposition, such as transfer to third party. 4 If desired, specify these options: Timeout Record Voicemail Warm Time to wait for the third party to answer. If the third party does not answer, the call is returned to you. Whether to allow the caller to record a message if the transfer recipient does not answer the call. Whether to discuss the call with the third party before transferring the contact who is on hold. Disabled: The transfer occurs immediately. Enabled: You speak with the third party before transferring the call. 5 Click OK. The transfer occurs as follows: If Warm is disabled, the transfer occurs immediately. 48 Five9 Adapter for Oracle Agent s Guide
Processing Calls Managing Calls on Hold and Parked Calls If Warm is enabled, you speak with the third party before selecting Transfer > Complete Transfer. Managing Calls on Hold and Parked Calls You can place a call on hold for a short duration before you transfer or retrieve the call. You can park a call by keeping a party on hold for a longer duration while you make or receive another call. You can only park one call at a time. Calls on Hold When you place a contact on hold, you can perform certain activities, but you cannot start another call. 1 During a call, click Call > Hold, or click Hold in the agent s tab. 2 When done, click Call > Retrieve from Hold or Transfer. Parked Calls When you park a call, you can perform certain activities, including making another call or adding the waiting party to a conference call. 1 During a call, select the Call > Park, or click Park in the agent s tab. 49 Five9 Adapter for Oracle Agent s Guide
Processing Calls Recording Calls When you park a call, you periodically see this reminder message. 2 When done, select an option in the Parked Calls menu. Retrieve From Park: You can now complete the call. Conference Parked Call: You can add the party to an existing conference call. For example, while the first party is waiting, you can call a second party. When the connection is established, you retrieve from park and add the first party to the second call in one step: Parked Calls > Conference Parked Call. Recording Calls Call recordings contain agents' conversations during call sessions. You can record internal and external calls. If enabled by your administrator, call recordings may continue after you transfer the call. During a call, click Call > Record Call. When done, click Stop Recording Call. 50 Five9 Adapter for Oracle Agent s Guide
Processing Calls Adding Notes Adding Notes Follow these steps to add activity notes to the contact information. Be sure to have the contact details open in a separate tab. 1 During a call, select the Notes tab. 2 In the Notes tab, click Add. 3 Click the arrow next to the notes menu and select a type of note. 4 Enter your note in the field. 5 Click Save or Save & Close. 51 Five9 Adapter for Oracle Agent s Guide
Processing Calls Ending a Call Ending a Call When you or your contact ends a call, you indicate the result of the call by selecting a disposition. You can process another call immediately afterward. If your administrator has enabled the After Call Work Time Limit option for the campaign, the system automatically assigns a disposition after a set time limit. When the dialer is in predictive mode, system dispositions, such as No Answer, Busy, Fax, Answering Machine, and Dial Error, are set automatically. However, for preview calls, you need to select the dispositions manually. 1 If you want to end a call, click Release in the call tab. Alternately, select Call > Release. 2 In the Call > Disposition menu, choose a disposition. 52 Five9 Adapter for Oracle Agent s Guide
Processing Calls Accessing Five9 Statistics Accessing Five9 Statistics To access summary statistics about agents and skill groups or queues, select More > Statistics. You can find this information: Agent Statistics: Cumulative statistics for the agent. Agent States: List of all agents and their current status. The color if the icons indicate the current state of the agents: green indicates logged in and ready; red indicates logged in but not ready; gray indicates logged out. ACD Status: List of all skill groups with the number of logged-in agents, callers in the queues, and longest queue time. To arrange the columns, drag their heading left or right to the desired location. Logged-in users is shown in green, logged-out users in gray, and those who are in a Not Ready state are shown in red. 53 Five9 Adapter for Oracle Agent s Guide
Processing Calls Accessing Five9 Statistics To see detailed information about the calls in the queues, select Calls > Queue. 54 Five9 Adapter for Oracle Agent s Guide
Chapter 4 Processing Voicemail and Callbacks If you have permission for inbound and internal calls to be routed to your extension, you may process skill and personal voicemail messages, and you may return calls. The features described below may differ from what you see. Processing Voicemail Managing Call Reminders Processing Voicemail If inbound and internal calls can be routed to your extension, you can play, save, transfer messages, and return calls. Personal Voicemail Skill Voicemail Personal Voicemail Messages sent to you by other agents are considered personal. You can access them at any time regardless of your status. If you have messages, a link appears at the bottom of the Five9 Info pane. 1 Click the Personal Voicemail link, or select More > Voicemail > Personal Voicemail. The details contains the caller s identity, and the date, time, and length (mm:ss) of the message. 55 Five9 Adapter for Oracle Agent s Guide
Processing Voicemail and Callbacks Processing Voicemail 2 Process the message as needed: To listen to the message, click Play. To download the message as a WAV file, click Save, and follow the prompts to save the file on your computer. To close the voicemail window, click OK. Skill Voicemail If you have permission, messages sent to skill groups appear if your status is set appropriately. The number of messages that you see depends on the number of agents logged into the skill. Important To retrieve messages, be sure to set your status to Ready for Voicemail. You can process, delete, and transfer skill messages. When a message arrives, a pop-up window appears with these tabs: Voicemail Information: Caller s phone number, the duration, and name of campaign. CRM Record: Caller s phone number, date and time, last campaign and disposition, and the last agent s information. Voicemail Information CRM Record 1 To view a skill voicemail message, click Accept. If you reject a skill voicemail message, your status is automatically changed to Not Ready. 2 Process the message as needed: 56 Five9 Adapter for Oracle Agent s Guide
Processing Voicemail and Callbacks Managing Call Reminders To return the call, click Return call. The phone number is populated. You can select the campaign name. To listen to the message, click Play. To forward the message to another agent or skill group, click Transfer. To download the message as a WAV file, click Save, and follow the prompts to save the file on your computer. To add notes about the message, type in the Comments field at the bottom of the window. 3 When done, click Process. The window closes, and the message is marked processed. Managing Call Reminders You can set reminders to return calls at a specific date and time. Scheduling Reminders You can modify the information or delete the scheduled call at any time. 1 To schedule a callback reminder, select More > Callbacks > Add Personal Callback. 2 In the Add Callback window, enter the phone number, the date and time, comments and optionally the name of a campaign. 57 Five9 Adapter for Oracle Agent s Guide
Processing Voicemail and Callbacks Managing Call Reminders 3 Click OK. Scheduled callbacks appear in the Five9 Info pane. Returning Scheduled Calls You can return calls automatically or manually. Manual Calls You can return a call without waiting for the reminder. When you open a callback, you may also modify or delete it. 1 In the Five9 Info pane, click Personal Callbacks. 2 In the list, select the number that you want to call, and click Call. 58 Five9 Adapter for Oracle Agent s Guide
Processing Voicemail and Callbacks Managing Call Reminders The number is dialed while the Callbacks window remains open. In the Oracle application, the details of the record are displayed in your work space. Proceed as needed to resolve the case. To modify a scheduled callback, click Update. The Update Callback is identical to the Add Callback window. Modify the information as needed, and click OK. To permanently remove a scheduled callback, click Delete. The callback is removed from the list, and the counter in the Five9 Info pane is updated. Automated Calls When the date and time set in the scheduled callback arrives, a preview tab opens, showing the call information. You may have permission to skip calling a contact after previewing the call information. 1 Review the call information in the Preview Call tab. 2 Depending on your permissions and the callback information, select an action: Call: Call the number now. Dismiss: Remove the callback permanently. Snooze: Postpone the reminder for the time selected. 59 Five9 Adapter for Oracle Agent s Guide
Chapter 5 Processing Email Messages and Chat Sessions You can exchange email and chat messages in real time with Oracle customers. Phone calls take precedence over email incidents but not over chat sessions. If you have permission and if your status is set to Ready for Text, you can process email messages and chat requests as incidents. The number of email messages and chat requests that you can process simultaneously is set by your administrator. You cannot use a chat session to communicate outside your organization. While you are processing chat requests, you cannot receive phone calls or email messages. For internal chat sessions or to request help from your supervisor, see Initiating an Internal Chat Session. Accepting Incidents Rejecting Incidents Processing Incidents Reviewing Recent Incidents Transferring Incidents Adding Five9 Text Channels to Your Oracle Work Space To use Five9 text channels, email messages and chat sessions, you must download and install the Five9 Adapter for Oracle after October 22, 2014. Accepting Incidents Incidents are assigned manually by your supervisor or automatically by the system. You are notified in the lower right corner by a pop-up window that contains the customer s name, email address, and the subject of the inquiry. The pop-up window can appear at any time if you are enabled for text. 60 Five9 Adapter for Oracle Agent s Guide
Processing Email Messages and Chat Sessions Rejecting Incidents You must accept or reject incidents within 60 seconds. The number of seconds until the time-out is indicated in parentheses next to Reject. If you exceed the time, your status is set to not ready for text. When done with all chat invitations assigned to you, change your status to Ready for Text. Phone calls are not affected. Important If you were also ready for calls, the status button may remain green. Therefore, if you do not receive chat invitations, be sure to periodically check that you are still enabled for text incidents. Multiple simultaneous notifications are placed above each other, with the oldest at the bottom: Incidents are assigned to you as soon as you accept them. When you accept multiple incidents simultaneously, each incident is opened in a separate tab in your work space. Rejecting Incidents When you reject or ignore an incident, it is returned to the queue until another agent becomes available, and you are notified that your status is automatically set to Not Ready for text as shown below. When you have finished your current task, you may change your status again to Ready for Text. 61 Five9 Adapter for Oracle Agent s Guide
Processing Email Messages and Chat Sessions Processing Incidents Processing Incidents This section shows the differences between processing email messages and chat sessions. Depending on your configuration, an incident may be created when you accept an email or chat notification as described in this section. If the incident is created later, what you see may differ. Email Messages This figure displays a typical incident with an email field at the bottom. 1 Enter your response in the email field in the lower right section of the incident. 2 If the customer contacts you again, respond in the same manner. 3 When done, change the status of the incident to Solved, and select a disposition. 4 In the Oracle ribbon, click Save & Close. 62 Five9 Adapter for Oracle Agent s Guide
Processing Email Messages and Chat Sessions Processing Incidents Chat Sessions This figure displays a typical chat incident with two chat fields at the bottom. 1 Review the customer s question in the Transcript field, and enter your response in the Compose field. 2 Continue the chat conversation until you have answered the customer s questions. 3 Optionally, transfer the chat to another agent or skill group, or create a conference with another agent: 63 Five9 Adapter for Oracle Agent s Guide
Processing Email Messages and Chat Sessions Processing Incidents After the chat, either you or the customer may end the session: If you want to end the chat, continue with step 4. If the customer ends the chat session, skip step 4. Continue with step 5. 4 In the Oracle ribbon, click Terminate or Wrap-up and click Yes. 64 Five9 Adapter for Oracle Agent s Guide
Processing Email Messages and Chat Sessions Processing Incidents The chat session is disconnected. 5 To update the content of the incident that contains the chat session, click Yes. The chat window is replaced by the incident information. The complete transcript of the chat appears on the right. 6 In the Incident Details section, change the status to Solved, and select a disposition. 65 Five9 Adapter for Oracle Agent s Guide
Processing Email Messages and Chat Sessions Reviewing Recent Incidents 7 In the Oracle ribbon, click Save & Close. Reviewing Recent Incidents In the Recent Items list, email messages and chat sessions may be paired with a numbered incident as shown below. To see the customer s record information, hold the cursor over an item. To see the details of an item, such as a chat, double-click the item. These figures shows the summary of a chat session (top) and the details of the transcript (bottom) accessible from the Chat ID link. 66 Five9 Adapter for Oracle Agent s Guide
Processing Email Messages and Chat Sessions Transferring Incidents Transferring Incidents When you log out or set your status to Not Ready, you may choose to return the incidents currently opened in your work space to the queue. If so, you might be reassigned the same incidents when you log back in if no other agent has resolved them in the meantime. 67 Five9 Adapter for Oracle Agent s Guide