Cloud Contact Center Software Five9 Virtual Contact Center Online Help and Browser Usage Guidelines Five9 Virtual Contact Center Online Help Overview The Five9 Virtual Contact Center (VCC) Online Help includes all information about the VCC applications for Administrators, Supervisors, Agents, and reporting. The Online Help content duplicates the information contained in the individual VCC PDF documents displayed on the Customer Support Portal. Note that the PDF documents will always contain the most current information because there may be a delay between publishing of updates in the PDFs and generating a new version of the Online Help. For the Online Help to work properly, be sure to configure your browser before you begin to use the Help. See Configuring Your Browser to Display PDF and HTML Documents Correctly for details. Navigating VCC Online Help The Online Help opens in a pop-up window that includes the navigation tree on the left, navigation buttons in the window header, and the content window on the right.
The navigation tree lists all of the VCC guides that are included in the Help To see the detailed contents of a guide, click on the plus sign (+) to open the guide or section of the guide to drill down to specific information. This view of the Supervisor s Guide shows how the tree looks when sections are expanded. Each heading is a link to that section. 2
The window header includes navigation buttons that let you move around inside the Online Help. Start Prev Next Back Fwd Hide / Show Takes you to the beginning of the Help. Opens the section in the Help that immediately precedes the one you are looking at. Opens the section in the Help that immediately follows the one you are looking at. Takes you to the last section you had open as if using browser forward and back arrows. If you have not displayed any other sections during this session, the display does not change. Takes you forward in the order of sections you have displayed during this session, especially after you have used the Back button to follow the links in reverse order. If you are just starting your session, Toggle. Hides the navigation tree on the left and expands the content display window. Show restores the navigation tree display Using the Search Function in Online Help Click on the Search button at the top of the navigation tree to display the search field and options. Simple text search: Type a topic, keyword, or phrase in the search field and click Find. Boolean Search: Use the Boolean operators And, Or, and Not to find terms in close proximity, or terms which may be used alternatively when referring to the same topic. Phrases as regular expression: To search for phrases, use the syntax for a regular expression in this format: /phrase/ The search returns a list of headings where your search term is found within the content. Click on a heading in the list to open that section in the online Help. Note that when you choose a link from the search list, only that section is displayed. To search surrounding content, click the Content button to return to the contiguous Help file where you can use the navigation buttons to move around within the Help. 3
Configuring Your Browser to Display PDF and HTML Documents Correctly Each browser has its own default settings to control how files are opened when you click a PDF link or HTML link on a Web page. Use these guidelines to configure your browser so that Online Help works correctly and you have full functionality with PDFs Google Chrome Mozilla Firefox Internet Explorer Google Chrome Displaying PDFs Correctly with Acrobat or Adobe Reader in Google Chrome When you click a PDF icon in the Support Portal, the file opens in your browser window. However, to see the bookmarks that are part of the PDF and the standard Adobe Reader controls, you need to disable the built-in PDF viewer: 1. In the address bar of your browser, type chrome://plugins and press Enter. 2. In the list of plug-ins, click Disable under Chrome PDF Viewer. 3. Close the browser tab. Adobe Reader is automatically enabled if it is installed on your computer. If not, you need to download it from Adobe.com before attempting to open a PDF. 4. Click a PDF link. The PDF is downloaded at the bottom left of the browser. 4
5. To open the PDF, click the arrow on the right. Displaying the HTML Online Help in Google Chrome The HTML online help is set to open in a new browser window. Be sure that pop-up windows are not blocked. 1. Click the Chrome menu in the top-right corner of the browser. 2. Select Settings. A new tab opens so that you can adjust your settings. 3. At the bottom, click Show Advanced Settings. 4. In the Privacy section, click Content Settings. 5
5. Scroll down to the Pop-ups section. 6. Click Allow sites to show pop-ups. 7. Click Done. 8. Close the Advanced Settings and the Settings tabs. 6
Mozilla Firefox Displaying PDFs Correctly with Acrobat or Adobe Reader in Mozilla Firefox When you click a PDF icon in the Support Portal, the file opens in your browser window with only a preview of the bookmarks (white text on black background) and no controls. To see the bookmarks that are part of the PDF and the standard Adobe Reader controls, you need to enable Adobe Reader: 1. Click Tools or the menu button and select Options. 2. Select the Applications tab. 3. Scroll down to Portable Document Format (PDF), and click the menu on the right. 7
4. Select Use Adobe Acrobat (in Firefox). 5. Click OK. Adobe Reader is automatically enabled if it is installed on your computer. If not, you need to download it before attempting to open a PDF. 6. Click a PDF link. The PDF opens in the browser with the bookmarks on the left and the controls at the top. Displaying the HTML Online Help in Mozilla Firefox The HTML online help is set to open in a new browser window. Be sure that pop-up windows are not blocked. 1. Click Tools or the menu button and select Options. 2. Select the Content tab. 3. Ensure that Block pop-up windows is not checked or add webapps.five9.com to your Exceptions list. 4. Click OK. 8
Internet Explorer Displaying PDFs Correctly with Acrobat or Adobe Reader in Internet Explorer When you click a PDF icon in the Support Portal, the file opens in your browser window. Bookmarks and standard PDF controls may be limited or absent. To change the default behavior to use Acrobat or Adobe Reader, follow these steps. 1. In Internet Explorer, select Tools > Manage Add-ons. 2. In the navigation pane, select these options: a. At the top: Add-on Types >Toolbars and Extensions b. At the bottom: Show > All Add-ons 3. In the list of add-ons on the right, select Adobe PDF Reader. Note: If you do not see the Adobe PDF Reader add-on, try the other options on the menu. For example, on some systems, the add-on appears when you select Run Without Permission. 4. To open PDFs in your browser, click Enable. 9
5. Click Close. Displaying the HTML Online Help in Internet Explorer The HTML online help is set to open in a new browser window. Be sure that pop-up windows are not blocked. 1. In Internet Explorer, select Tools > Internet Options. 2. Click the Privacy tab. 3. Be sure that this feature is not checked. 4. Click Apply and OK. 5. Click HTML. The Online Help opens, but an Internet Explorer window appears in front of it. 10
You do not need to keep this browser window open because it does not affect the online help. You can close all tabs of your browser without affecting the online help window. 6. Bring the online help window to the foreground. Copyright Five9, Inc., 2014 11
12 Configuring Your Browser to Display PDFs and HTML Correctly
About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to more than 1,800 customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled expertise, technology, and ecosystem of partners, Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity, and deliver tangible business results. For more information visit www.five9.com. 4000 Executive Parkway, Suite 400 San Ramon, CA 94583 925.201.2000 www.five9.com 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 2013 Five9, Inc.