Cloud Contact Center Software Five9 Virtual Contact Center Remote Agent s Configuration Guide July 2017 This guide describes how to install, use, and troubleshoot the Five9 application for agents working remotely. 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 Remote Agent s Configuration Guide
Contents What s New... iv Chapter 1 Setting up Your Environment... 1 Internet Connectivity and Bandwidth... 1 Five9 VoIP and Speed Test Site... 2 Prequalification Test... 2 First-Time Users... 3 Quality of Service for Internet Connections... 4 Modem, Router, and Firewall Configuration... 5 Java Runtime Environment (JRE)... 5 Workstation Requirements... 6 Headsets for Softphone Stations... 6 Chapter 2 Using the Agent Station... 8 Logging In... 8 Installing the USB Headset... 8 Downloading the Five9 Agent Application... 8 Connection Types... 9 Softphone... 9 PSTN... 9 Softphone Hang-Up-Call Feature... 11 Configuring the Ring-to Option... 12 Windows Win2000 users... 13 Vista and Windows 7 Users... 14 Best Practices... 15 Chapter 3 Troubleshooting... 17 Softphone Not Available... 17 Inability to Start Application... 18 Inability to Hear Three Tones... 19 Audio Issues... 21 Java Issues... 22 iii Remote Agent s Configuration Guide
What s New Chapter 2 This table lists the changes made in the last releases of this document: Release July 2017 April 2015 July 2014 Changes Added an important note for users who select a PSTN station. Removed information about Windows XP because it is no longer supported by Microsoft and is not supported or tested by Five9. Revised the guide. iv Remote Agent s Configuration Guide
Chapter 1 Setting up Your Environment Use this guide to install, start, and troubleshoot the Five9 application for single agents working remotely, usually in a home office. This section summarizes the technical requirements. For more information and the latest versions, see the Technical Requirements. Internet Connectivity and Bandwidth Five9 VoIP and Speed Test Site Modem, Router, and Firewall Configuration Java Runtime Environment (JRE) Workstation Requirements Headsets for Softphone Stations Internet Connectivity and Bandwidth Recommended: DSL or Cable type of Internet connection with a rated speed of 1mbps download and 768 upload will work with the Five9 Agent application. Reliable Internet Service Provider (ISP). Not all ISP performance is the same. Peak hours of DSL and Cable Internet usage are from 1PM to 4PM. Small ISPs usually experience latency and traffic on their connection during these hours. Five9 recommends signing up with well-known ISPs to prevent such issues and for a reliable performance and technical support. Minimum 64kbps of available bandwidth to use the Five9 Agent application successfully. The 64kbps allocation per Agent workstation is for data and voice connection. If your job requires use of other applications that use the Internet extensively, such as remote desktop connection, Web-based CRM, chat, streaming media, file transfers, and download, you need to allocate more bandwidth in addition to the 64kbps to prevent connection and voice quality issues that can result from 1 Remote Agent s Configuration Guide
Setting up Your Environment Five9 VoIP and Speed Test Site insufficient bandwidth and congestion. Run the quality test to check your bandwidth. See Five9 VoIP and Speed Test Site. Not recommended: Dial-up Internet access Satellite Internet access and Metropolitan Wi-Fi or Wi-Max connections; Portable wireless 3G or 4G connections (Connection using Smartphone, 3G or 4G USB and mobile access points etc.) Note Wireless connections are prone to external interference and weather conditions. This results to voice quality issues on the Five9 Agent application. Five9 recommends standard wired connection on the local network (PC to router or modem) and on the Internet. For more information about your Internet connection, contact your Five9 Administrator. Five9 VoIP and Speed Test Site To verify whether your current Internet connection has enough bandwidth to support the Five9 Agent application, use the Five9 Prequalification Test tool. Prequalification Test First-Time Users Quality of Service for Internet Connections Prequalification Test In your browser, open this URL to open the Five9 Prequalification Test screen: http://quality.five9.com 2 Remote Agent s Configuration Guide
Setting up Your Environment Five9 VoIP and Speed Test Site First-Time Users If you are running the prequalification test for the first time, a security certificate prompts you to allow the application to run on your computer. 3 Remote Agent s Configuration Guide
Setting up Your Environment Five9 VoIP and Speed Test Site Follow the instructions. After the test is completed, you have information about your current upload and download speed along with Quality of Service (QoS), packet loss, and Jitter, for example: Quality of Service for Internet Connections Quality of Service (QoS) measures consistency of the Internet connections in terms of upload and download speeds during a given time of testing. Jitter measures how long it takes for each Five9 Voice packet to arrive in between. High jitter results in delay, echoing, and static during conversations. Low QoS and high Jitter should be avoided because it will directly affect Five9 Agent voice quality. If you are using the Public Switched Telephone Network (PSTN) option, a PC on a wireless connection is sufficient since only data will be processed by your computer and without VoIP. For more information, See PSTN. If you need further information regarding your Internet connection s bandwidth, delay, jitter, packet loss and Quality of Service (QoS) results, contact your Five9 Administrator or Five9 Customer Success. 4 Remote Agent s Configuration Guide
Setting up Your Environment Modem, Router, and Firewall Configuration Modem, Router, and Firewall Configuration Small-office and Home-office (SOHO) routers and firewalls, such as Linksys, Netgear, and D-Link, must support Voice-over-IP (VoIP) is supported. Check the manufacturer s Web site directly to verify that your current router or firewall model supports these protocols: Voice-over-IP (VoIP) Session Initiation Protocol (SIP) If a firewall device and restrictions or policies are present, VoIP and SIP protocols must be allowed on those devices. Contact your Five9 Administrator to help prepare your router and firewall to support Five9 VoIP. If not available, contact Five9 Customer Success. Here is a list of known routers that have issues with softphone registration and One Way Audio for the Five9 Agent Application: Netgear ProSafe Series FVxx Linksys BEFSR Series Netgear CG Series Linksys WRT120, 350 and 160N Belkin F5D and F7D Series Linksys WRV200, 210 and 54G Actiontec Series Five9 does not recommend modem-router combination devices or routers that are controlled by an ISP. Best Practice. Set the modem-router combo to bridge mode to act as a modem-only device if there is difficulty registering the Five9 softphone. Java Runtime Environment (JRE) All Five9 applications require Java Runtime Environment (JRE). Please be advised that we do not support new versions of Java immediately after their release. Only after new Java versions are tested and certified by Five9 will we announce support for new versions. Refer to Five9 Technical Requirements for the list of certified and supported versions. Verify that you have only one Java version installed. To verify that you have a suitable Java version already installed on your PC, follow these steps: 5 Remote Agent s Configuration Guide
Setting up Your Environment Workstation Requirements 1 Open a web browser and go to https://www.java.com/en/download/ installed.jsp. 2 To download JRE, go to the following website and download the Windows version: http://www.oracle.com/technetwork/java/archive-139210.html Oracle will require that you sign up (for free) before you can extract the Java version from their Download site. Once permission is obtained from Oracle, use any of the Java Runtime Environments approved by Five9. Important Do not use the Java SE Development Kit. You may use this generic login to download Java. Java Download User name: cases@five9.com Password: Support59 3 Accept the license. 4 If the Java icon is present and already installed, double click on the Java Icon, and from the Java Control Panel, click the Java tab. 5 From the Java tab, locate Java Application Runtime Setting and click View. 6 If you multiple Java versions are installed, select the latest version approved by Five9 and deselect the rest. 7 Click OK, Apply, and OK again. Workstation Requirements The minimum computer specifications are required to use the Five9 Agent application. Refer to Five9 Technical Requirements for details about support for operating system, processor, and browser versions. Headsets for Softphone Stations USB headsets with Digital Signal Processing (DSP) and Noise Cancellation processor is strongly recommended for better voice quality. Non-USB and Analog headsets are not supported. Five9 does not recommend the use of wireless LAN headset technology as 6 Remote Agent s Configuration Guide
Setting up Your Environment Headsets for Softphone Stations they often result in degradation of call voice quality and present other audio issues which contribute to a lower-quality customer experience. Refer to Five9 Recommended Headsets for the list of headsets that have been tested and verified by Five9 to work correctly with Five9 applications. Verify that the USB headset is detected on your sound properties in the control panel and that it is set as the default for playback and recording. 7 Remote Agent s Configuration Guide
Chapter 2 Using the Agent Station Logging In Connection Types Softphone Hang-Up-Call Feature Configuring the Ring-to Option Best Practices Logging In The Windows login might require Windows Administrator rights to install the Five9 Agent Application for the first time. Consult your Windows administrator or call Five9 Customer Success if you require assistance. Installing the USB Headset The USB headset must be correctly installed and recognized by the PC before you download and install the Five9 Agent application. Downloading the Five9 Agent Application To download the Five9 Agent Application, open your browser and log into your Five9 account with the user name and password provided by your Five9 Administrator. User names and passwords are case sensitive. Contact your Five9 Administrator for further assistance if needed. If you are downloading the Five9 Agent application for the first time, the built in Windows Firewall might prompt you to Allow/Deny, or Block/Unblock the Five9 application; Make sure you select Allow or Unblock. Otherwise, the download and installation will fail. Once the application is downloaded, you need to use your login credential once more. If you are using a softphone, log in with your station ID and choose Softphone as Type. 8 Remote Agent s Configuration Guide
Using the Agent Station Connection Types After logging in, ensure that you hear the 3-tone verification on your headset. If you do not hear the three tones, go to Action > Restart Station to try again until you hear the 3 tones. Connection Types The Five9 Agent application offers three options for the agent s phone Softphone, public telephone network (PSTN), and Gateway. You select the connection type on the second Agent login screen. Softphone The Softphone option, which is most commonly used, delivers calls to the Agent using a VoIP call from the Five9 Call Center. A USB headset connected to the PC is used as the agent s phone. A Softphone ID or station is required as a means of a unique station ID. Analog headsets and built-in microphones are not recommended because they are easily affected by surrounding noise and interference. PSTN 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. 9 Remote Agent s Configuration Guide
Using the Agent Station Connection Types With the PSTN option you can use any direct dial phone number such as your office PBX, or home telephone. You can also use your cellular phone, but it is not recommended because it can result in marginal or poor voice quality. During login, you are required to enter the ten digit phone number; That phone number is dialed and connected from the Five9 call center and is used to deliver calls to the agent. The PSTN station allows the Five9 Agent to receive and make calls by using an ordinary telephone. To use this option, the PSTN station must be defined and enabled during the login process by using a 10 digit telephone number. During the initial login process, the designated PSTN station is verified by the system. After a successful login using the PSTN option, the system prompts you to Connect to your Station. Click Yes to continue. The phone designated as the PSTN station will ring. Pick up the phone and verify that the 3 tones are present. If you do not hear the 3 tones, click Action > Restart Station and make sure the 3 tones are present. When participating to an outbound campaign, leave the phone receiver off the hook to allow unrestricted calls from the dialer. Once you are connected, any calls made and received within Five9 Agent application are forwarded to the PSTN station. It is very important that a call is answered promptly. When making a manual call or a callback, the PSTN station rings (to make it ready) and once picked up, the dialed number starts to ring. If you become disconnected, you must log out, then log in again. Just like any other calls made using your home telephone, simply hang up the phone when your call is finished; this applies to both outbound and inbound calls. You must also disposition the call using the Call Disposition drop down menu in the Five9 Agent Application. Note Calls delivered to the agent station using the PSTN method incur additional long-distance charges because calls are processed through the PSTN. Use caution and seek approval from your Five9 Administrator before using this feature. The PSTN option can also be used as a backup when your Internet connection is experiencing major connectivity and voice quality issues. VoIP is very sensitive to delay, latency and congestion. If PSTN option is used, the Five9 Agent Application will only process the data part of the call; the voice part of the call will be diverted to the PSTN phone you are using. 10 Remote Agent s Configuration Guide
Using the Agent Station Softphone Hang-Up-Call Feature Note Never enable the PBX Option because it makes your PSTN station automatically assign a disposition to each call. PBX mode also allow incoming calls to be received without ringing the PSTN station. A call may be presented while you are not available to process the call causing that caller to hang up. The PBX Mode and the Audio components should remain un-checked at all times. Manual and scheduled callbacks will ring the PSTN station first prior to ringing the dialed number. This is normal as the system is verifying that the PSTN station is ready. Properly end the call by hanging up the PSTN station and then disposition the call from the available list through the Call Disposition drop down box. This will ensure that the next call (if any) will ring the PSTN station first. Always use the Go On Break mode if you plan to leave your station and potentially not hear or may not have enough time to answer an incoming call. Best Practice. Make it a good habit to restart your softphone station (Action->Restart Station) when you return from a break or have a long idle time. Restarting your stations will ensure that your softphone is properly connected to your call center station. Softphone Hang-Up-Call Feature The Hang up Call Feature is primarily used in an inbound environment and although available, it is not recommended as it forces to cut off SIP session on each call processed by the agent. When a new call is sent to the agent station, the system will initiate a SIP session re-connect for each incoming call. This can be disruptive in a marginally set up network or in a broadband environment such as for home users. 11 Remote Agent s Configuration Guide
Using the Agent Station Configuring the Ring-to Option Best Practice. To ensure that your Agent station is configured correctly, un-check that Hang Up Phone feature. To hear a ring before answering an inbound call, disable Auto Answer (Options > Auto- Answer) and Auto-Answer Inbound/Autodial Calls. You may then click the Answer button before answering an incoming call. To enable this feature, locate the Options tab on the upper left corner of the Five9 Agent application, and follow these steps: 1 Select Options > Auto-Answer. 2 Disable Auto-Answer Inbound/Autodial Calls. Configuring the Ring-to Option If you have a PC with external or built in speakers, and you are participating strictly to an inbound campaign, you can configure your PC to forward the ringing to your speakers instead of the USB headset. The sound of the incoming call can now be heard while away from your headset. However, promptly answering inbound calls is a must, or you may lose those calls. You configure this feature in the Agent Station and in the PC Control Panel. Windows Win2000 users Vista and Windows 7 Users 12 Remote Agent s Configuration Guide
Using the Agent Station Configuring the Ring-to Option Windows Win2000 users Go to the PC Control Panel by clicking Start > Control Panel and open the Sound and Audio Devices Properties. 1 Click the Audio tab and in the Sound playback default device, select the PCs Sound Card. (In this example, SigmaTel C-Major A is the computer s built in sound card). 2 From the Sound recording default device, select your USB Headset. (In this example, Plantronics Headset is used as the Agent s headset) 3 From the same Sound and Audio Device Properties, click the Voice tab and in the Voice playback default device, select your USB Headset. 4 From the Voice recording default device, select your USB Headset. (In this example, Plantronics Headset is used as the Agent s headset) 13 Remote Agent s Configuration Guide
Using the Agent Station Configuring the Ring-to Option Each call should now ring in your speakers. Vista and Windows 7 Users Changes are made in two locations. Agent Station. From the Agent Station, click on Softphone > Set Audio Devices and from the Set Up Audio Device properties: Ring Audio Device Speaker Audio Device Microphone Audio Device Set to the computer s speakers or sound card. (In this example, SoundMAX integrated device is the computer s built in sound card) Set to the USB headset you are using. (In this example, Plantronics Headset is used as the Agent s headset) Set to the USB Headset you are using. (In this example, Plantronics Headset is used as the Agent s headset) 14 Remote Agent s Configuration Guide
Using the Agent Station Best Practices Control Panel. Go to the Control Panel by clicking Start > Control Panel and open the Sound Properties. 1 From the Sound properties Playback tab, be sure that Internal Speaker is configured as default. A check mark next to the Internal Speaker indicates that it is set to default. 2 From the Sound properties Recording tab, configure the Headset Microphone as default. To set the Headset to default, click on the Headset and click Set Default. 3 Click Apply and OK to take confirm the change. Set the PC Speaker as the Playback default. Set the USB Headset as the Recording default. Best Practices Microphone Volume. Be sure that the microphone volume is set properly. By default, the microphone volume is set to the lowest volume level. Click your PC volume controls (speaker icon) and select Options > Advanced and select microphone. Set your volume controls and adjust accordingly. Microphone Mouthpiece. When you are engaged in conversations with clients, verify that the microphone mouthpiece is properly aligned with your mouth to ensure clarity and effective speech delivery. 15 Remote Agent s Configuration Guide
Using the Agent Station Best Practices Outbound Campaigns. When participating in an outbound campaign, immediately start the dialogue by saying Hello the moment you see the incoming call screen. This triggers the voice activity detection so the other party can hear you immediately and prevent delays. The caller has already said Hello. If you wait for Hello gain, the caller may hang up. USB Headset Mute Button. USB headsets sometimes come equipped with a built-in Mute button. Ensure that it is off. Softphone. A softphone uses VoIP so any bandwidth-intensive application affects the voice quality: you may not hear the customer, or the customer may not hear you. Therefore, while using your softphone, do not use a streaming application, such as You Tube, Internet games, and Internet radio. VoIP and a Wireless PC. When using VoIP with a wireless PC, be aware that the farther you are from the wireless router or access point, the less clarity will be achieved. 16 Remote Agent s Configuration Guide
Chapter 3 Troubleshooting Softphone Not Available Inability to Start Application Inability to Hear Three Tones Audio Issues Java Issues Softphone Not Available If you are not using the softphone correctly or the softphone library is not installed, you will receive a message indicating that softphone is not available (N/A). Log in as administrator on the computer and perform these steps: 1 Clear java cache (delete temporary Internet files) Start > Control Panel > Java Control Panel > Settings under Temporary Internet Files (General Tab) > Delete Files 2 Delete the Five9 folder in Application Data Start > Type %appdata% 17 Remote Agent s Configuration Guide
Troubleshooting Inability to Start Application 3 Delete the Five9 Folder. 4 Restart the Five9 Agent Application from https://www.five9.com/for_customers/ login.htm Inability to Start Application Uninstall and reinstall the Five9 Application: 1 Make sure only one Java version is installed in the computer. Uninstall other versions of Java in Control Panel 2 Clear Java cache Start > run > javaws or javaws -viewer click OK 3 Java Cache Viewer pop up on the screen. Click Edit preferences 4 At Java Control Panel on Temporary Internet files, click Delete Files click OK 5 Delete Five9 Folder in Program Files 6 Delete Five9 Folder in Registry start run type regedit click OK 7 Registry Editor click +hkey_current_user then +software delete Five9inc click +javasoft click +prefs click Com folder. Delete Five9 inside Com. 8 Launch application from www.five9.com, if still the same, proceed to next step Uninstall and Re-install Java: 1 Uninstall All Java in Add or Remove Programs in Control Panel 18 Remote Agent s Configuration Guide
Troubleshooting Inability to Hear Three Tones 2 Delete Five9 Folder in Registry: Window Key search or Start > Run type regedit click OK 3 Registry Editor go to HKEY_CURRENT_USER then +software and delete Five9 Folder 4 Registry Editor go to HKEY_CURRENT_USER then +software +Javasoft +Prefs +com and delete the Five9 Folder 5 Download and install Java 6.0 or Java 5.0 in http://java.sun.com/javase/ downloads/index.jsp 6 Launch Five9 VCC from our Web site. You may need to show hidden Files and Folders for the Folders to appear. If it does not allow you to delete the Five9 folder, restart the computer and try again. If it is still does not allow you to delete the Five9 Folder, open the Five9 folder and delete all folders present except the Integrations Folder. Disable Firewalls: 1 Disable Windows Firewall and or 3rd party firewalls such as Norton, MacAfee, etc. 2 If possible Turn Off Router's Firewall or By Pass Router, connect computer directly to Modem, this is to eliminate possible cause of the issue. 3 Clear Java Cache and Delete Five9 Folder in Program Files and in the Registry. 4 Launch application from Five9's website. Inability to Hear Three Tones Several possible causes can prevent the three tones to sound. Java Problem Agent has multiple Java versions installed or has an unsupported or old version Solution Be sure you have only one valid Java enabled and that it is one of the versions certified by Five9. Refer to Five9 Technical Requirements for specific version support. 19 Remote Agent s Configuration Guide
Troubleshooting Inability to Hear Three Tones Network Computer Problem Connection from local network to the Five9 server going through high latency and packet loss Network (router, firewall, wiring) is not configured or setup properly Personal Windows Security (Windows Firewall, Pop-up blocker, Anti-virus or Spyware) enabled Desktop does not have appropriate Service Pack Agent doesn't have proper device driver for headset or headset is defective Audio Devices are not properly set to the correct device Solution Verify that the router has been configured to communicate to Five9 server(s) and set the traffic to the highest priority 1 Allow the traffic these following IP address range: 38.107.71.1 254 198.105.200.0 198.105.203.255 2 Allow the SIP protocol bi-directional (UDP port#5060-5063) 3 Make sure the router have the latest firmware Trace between PC and the Five9 DH server using Pre-Qual to determine what problems are causing connectivity issues Be sure to disable these items temporarily during Five9 application reinstallation process: Windows Firewall Pop-up blocker Anti-virus or Spyware (especially Kaspersky Anti-virus) Make sure to have Windows 2000 Service Pack 4, Windows XP Service Pack 2 or greater. Make sure you have the appropriate device driver for the headset and working properly (Note: Test the Sound Recorder separately) Under Control Panel -> Sounds and Audio Devices make sure default device is set to the headset being used. Also make sure device is not on mute or volume is set relatively high. 20 Remote Agent s Configuration Guide
Troubleshooting Audio Issues Audio Issues To troubleshoot audio issues, you need to gather these information: Does this happen to all of the agents or sporadically happens to random agents? Internet / Network connection ISP Recordings 1 Describe your network topology. Example: 20 Computers > Dlink Hub > Linksys Wrt54g Router > AT&T DSL ISP 2 Locate your IP address at WhatIsMyIP.com. 3 Perform the Five9 Prequalification test at quality.five9.com. 4 Enter your Company Name Do this three times to check the consistency of your Internet connection. Send us the screenshot of the Summary and Advanced tab so we can analyze it. 5 Perform this test: a Go to your windows Start button b Go to Run for XP / Search Programs & Files for Windows 7 / Start Search for Windows Vista c Type cmd, and click OK. d Type ping google.com -t, and press Enter (wait for about a minute then make a screen shot) e Type ping env01.scl.five9.com - t, and press Enter (wait for about a minute then make a screen shot) f Type tracert google.com g Type tracert env01.scl.five9.com, and click Enter. h Create a screenshot of this. Note Run these tests only when you are currently experiencing the problem to ensure of the validity of the test. 21 Remote Agent s Configuration Guide
Troubleshooting Java Issues Java Issues You might need to uninstall and reinstall Java. 1 Start > Control Panel > Programs and Features > Uninstall Java 2 Navigate to C:\Users\[User]\AppData\LocalLow\Sun\Java Remove Java Folder The highlighted folders may cause issues on Five9 Applications. They should be deleted. 22 Remote Agent s Configuration Guide