Cloud Contact Center Software Five9 Application for Zendesk Agent s Guide November 2014 This guide describes how to use the integration between Five9 and the Zendesk desktop to process calls and voice mail. Zendesk is a cloud-based CRM with an integrated on-demand help desk and customer support portal solution. 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 2015 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-Zendesk Integration Agent s Guide
Contents What s New... iv Chapter 1 Five9-Zendesk Agent Login... 1 Prerequisites... 1 Logging into the Five9 for Zendesk application... 2 Selecting Skills... 3 Working from the Five9 for Zendesk Home Screen... 4 Logging out of the Five9 for Zendesk application... 4 Options... 5 Agent Connection Types... 5 Agent State... 5 Skill Groups... 6 Chapter 2 Making and Handling an Active Call...7 Overview... 7 Making a call from the Five9 for Zendesk application... 7 Using Active Call Options... 8 Top Row... 9 Middle Row... 9 Bottom Row... 9 Transferring a Call... 10 Making a Conference Call... 10 Using the Dial Pad... 11 Adding a Personal Scheduled Callback... 12 Wrapping up an Active Call... 12 Using the Five9 Click to Call Application... 13 Options... 14 Campaigns... 14 Dispositions... 14 Chapter 3 Processing Callbacks and Voicemail Messages... 15 Processing a Live/Queue Callback... 15 Making Personal Scheduled Callbacks... 16 Processing Skill Voicemail Messages... 16 Processing Personal Voicemail Messages... 17 iii Five9-Zendesk Integration Agent s Guide
What s New Chapter 3 This table lists the changes made in the last releases of this document: Release November 2014 April 2014 Changes Corrected the URL for the VCC Technical Requirements. First release of this document. iv Five9-Zendesk Integration Agent s Guide
Chapter 1 Five9-Zendesk Agent Login The Five9 Zendesk integration provides Five9 functionality within a Zendesk agent workspace. Call control using the Five9 for Zendesk application is now available in the same screen area as Zendesk tickets as shown in the image below. Prerequisites Before logging in to the Five9 for Zendesk application, an administrator must install the Five9 Agent Desktop Toolkit on your workstation. After the Five9 Agent Desktop components are installed, the Five9 for Zendesk and the optional Five9 Click to Call applications are uploaded to a Zendesk platform instance. If you have permission, you can configure some settings for both these applications. The following browsers are supported: Google Chrome Mozilla Firefox: Ask your administrator to change the mixed active content setting for you. 1 Five9-Zendesk Integration Agent s Guide
Five9-Zendesk Agent Login Logging into the Five9 for Zendesk application Apple Safari For the version of each browser that is supported for the Five9-Zendesk integration, see the VCC Technical Requirements or contact your Five9 representative. Note Microsoft Internet Explorer is not supported. For more information, contact Five9 Professional Services. Logging into the Five9 for Zendesk application To access the Five9 for Zendesk application, click the Five9 icon on the Zendesk workspace screen. To log in, you need to request your Five9 user name and password, and a VCC station ID from your administrator. For more details about the type of station you are using, see Options. 1 Enter your Five9 agent user name. 2 Enter your Five9 agent password. 3 Enter the Five9 Virtual Control Center (VCC) station ID into which you want to login. 4 Using the drop-down arrow, select the type of station you are using; Softphone, PSTN, or Gateway. 5 Check the Remember me box to allow the application to save your information except the password for subsequent logins. 6 Click Sign In button to sign in to Five9. During the login process, a progress screen displays while you are being logged in to the Five9 Virtual Control Center (VCC). The following prompts or messages may appear: 2 Five9-Zendesk Integration Agent s Guide
Five9-Zendesk Agent Login Logging into the Five9 for Zendesk application Maintenance Notice: A maintenance notice may require you to acknowledge receipt of the notice. Password Change: The VCC may request you to change your password. Force Logout: If you have an orphan session on another workstation, you are prompted to quit the session and login into this session. Error message: A message is displayed if an error prevents you from logging in. Selecting Skills The Select Skills screen is only displayed if your administrator has granted permission for you to select skills at login. If you do not have permission, the application will automatically activate all the skills assigned to you. If the screen displays, use the following steps to select skills to be activated for the current session: 1 To select a skill, click the box next to the required skill. 2 Repeat Step 1 to select all the skills required for this login session. 3 Click Set Skills button to activate the selected skills. 3 Five9-Zendesk Integration Agent s Guide
Five9-Zendesk Agent Login Logging out of the Five9 for Zendesk application Working from the Five9 for Zendesk Home Screen After logging in and selecting skills, the Five9 for Zendesk Agent Phone Home screen is displayed. Whenever you are not in a call or you are waiting for calls, this is the screen from which you work. Above the feature options shown in the image below, the following three items are displayed: Current agent state. Extension number of the agent. Type of station being used and the current state of the station. If you need to change your state, click the drop down arrow, select one of the options, and click Set. The list of ready states and not ready reason codes available is based on your permissions and the VCC configuration. For examples of agent states, see Options. The following features are available from this screen: Make Call: To call to another agent or outbound number. You may need permission from your administrator to call outbound. Settings: To specify options for specific call types, automatic answering, or tones. Parked: To select parked calls. A badge indicates the number of parked calls. Callbacks: To access personal callbacks that are now due. A badge indicates the number of new callbacks. Skill VM: To accept a skill voicemail that is waiting. A badge indicates that a skill voicemail is waiting for you to accept it. My VM: To access your personal voicemail box. A badge indicates the number of new voicemail messages. Logging out of the Five9 for Zendesk application To logout of the Five9 for Zendesk application, you must be at the Agent Phone Home screen: 4 Five9-Zendesk Integration Agent s Guide
Five9-Zendesk Agent Login Options 1 If your administrator has enabled Reason codes, click the drop-down arrow and select the appropriate reason. 2 Click Logout to return to the login screen. 3 To exit from the Five9 for Zendesk application, click the Five9 icon on the top right of the Zendesk screen. Options This section describes the phone connection types, the agent states, and the skills available on the Five9 for Zendesk application screens during the login and logout processes. Agent Connection Types The Five9 for Zendesk application offers three options for the type of phone connections. The phone type is selected in the Five9 for Zendesk login screen: Softphone: The Five9 Virtual Contact Center (VCC) delivers calls to you. You use a headset connected to your computer instead of a phone. Gateway: A network device manages the connection. The gateway receives the connection from the Five9 VCC over the Internet, converts the digital voice to analog, and connects the call to you over a standard phone line. PSTN: The public switched telephone network (PSTN) uses a direct dial phone number. During login, you enter a ten-digit phone number. This phone number is dialed and connected from the Five9 VCC to deliver calls to you. Agent State The Agent State determines your ability to receive and process calls and voicemail messages and to make outbound calls. After logging into the Five9 for Zendesk 5 Five9-Zendesk Integration Agent s Guide
Five9-Zendesk Agent Login Options application, you can choose your state in the available menu on the Five9 Agent Phone Home screen. Ready Call & VM: ready for calls and voicemail messages. Ready Call: ready to receive calls only. Ready VM: ready for voicemail messages, but not for calls. The caller cannot reach the agent but can leave a voicemail message. Not Ready: cannot receive calls but can make manual outbound calls. If your administrator has enabled reason codes, you need to select one when you choose this status. This list contains the default Not Ready codes. The list that you see may differ: Break: Can be used when you go on personal break. Email: Can be used when you are busy sending an email. Fax: Can be used when you are busy sending a fax. Follow-Up Work: Can be used if you are busy doing follow-up work. Meal: Can be used when you go on meal or lunch break. Meeting: Can be used when you are in a meeting. Team Meeting: Can be used when you are in a team meeting. Training: Can be used when you are in training. Skill Groups Skill groups are used to organize agents into groups and assign them to campaigns or inbound call queues. Users can be assigned to multiple skill groups, and a campaign can have more than one skill group. For outbound campaigns, calls are routed to agents by skill group. For inbound campaigns, there is an option to use skill groups to route calls to agents. If the permission to allow an agent to manage their availability by skill has been activated by the administrator, an agent can select one or more skill groups in the Select Skills window. This window is available during agent login. 6 Five9-Zendesk Integration Agent s Guide
Chapter 2 Making and Handling an Active Call Overview After logging in to the Five9 for Zendesk application, the Agent Phone Home screen allows you to make a call depending on your permissions. If you are not making a call, you may be handling a call. When you are handling any type of phone call with the Five9 for Zendesk application you are presented with the Agent Phone Active Call screen. From this screen, many options are available from generic phone options such as mute or transfer to Zendesk-specific options such as opening an existing Zendesk ticket associated with this call. The Five9 Click to Call application enables you to make an outbound call to a customer when viewing a Zendesk ticket or user profile. Making a call from the Five9 for Zendesk application If you click the Make Call button on the Agent Phone Home screen, the Make Call screen is displayed as shown in the image below. Use the following steps to enter details about the call before placing the call: 1 Enter the number to dial or click the green list button to select a target from a list of speed dial numbers, agents, skills, and campaigns. An example Select Target screen with entries is shown in the lower image. The available entries depend on your permissions. Highlight your selection and click the Select button. 2 Click the drop-down arrow to select a campaign to use for the outbound call. 3 Click the box next to Check DNC if you want the Do Not Call list to be checked prior to dialing the outbound call. 4 Click the Dial button to place the call. 5 To cancel out of the Make Call or Select Target screens, click the Red X. 7 Five9-Zendesk Integration Agent s Guide
Making and Handling an Active Call Overview Using Active Call Options After making or handling any type of call from the Agent Phone Home screen, the Active Call screen is displayed as shown in the image below. Above the call option icons, the following four items are displayed: Type of call that is active. Campaign to which the call is related. Automatic number identification (ANI) of the call. Dialed Number Identification Service (DNIS) of the call. The options shown as icons in the image below are grouped by the row in which they appear. The top row contains the most commonly used options. 8 Five9-Zendesk Integration Agent s Guide
Making and Handling an Active Call Overview Top Row Hold/Retrieve: Click to place a call on hold, click again to retrieve a call off hold. Mute/Unmute: Click to mute your microphone, click again to unmute. Park: Click to park the call. Transfer: Click to transfer the call. Conference: Click to conference in another person. Middle Row Dial Pad: Click to display a dial pad to enable DTMF tones to be generated on the line. Add Callback: Click to add a personal scheduled callback to call the other party back at a later time. Add to DNC: Click to add the caller to the Do Not Call (DNC) list. Call information: Click to display information about the call. Bottom Row Open End-User Record: Click to request the application to search the Zendesk database for an end-user record with a phone number that matches the ANI for inbound calls and the DNIS for outbound calls. If a record is found, the information is displayed in a window in the Zendesk workspace. Open Existing Ticket: Click to manually open the ticket associated with this call in the Zendesk workspace. For inbound calls, the ticket ID is collected from the interactive voice response (IVR) during the call and is attached using a callattached variable. For outbound calls, the ticket ID is collected from the customer contact field. Your Zendesk administrator configures these settings for the Five9 for Zendesk application. Create New Ticket: Click to create a new ticket in the Zendesk workspace. The following steps are performed by the application: The ticket requester is set to the end-user record associated with the call. Initial ticket comments are prepopulated with call-specific information. The new ticket ID is automatically attached to the call. Click the Release button to exit from this screen. You are forwarded to the Wrapup screen. 9 Five9-Zendesk Integration Agent s Guide
Making and Handling an Active Call Overview Transferring a Call When you click the transfer icon on the Active Call screen, the Transfer Call screen is displayed. The following options are available from this screen: Number: Enter the number to dial or click the green list button to select a target from a list of speed dial numbers, agents, skills, and campaigns. The same Select Target screen as shown in the Make Call screen displays. The available entries depend on your permissions. Highlight your selection, and click the Select button. Disposition: You must set a disposition for each leg of the transfer call. Click the drop-down arrow to select a different disposition from the default of 3rd Party Transfer. Timeout: Click the up or down arrows to increase or decrease the default timeout of 30 seconds. If the transfer is not connected to the 3rd party within the timeout period, the call is automatically returned to you to handle. Record Voicemail: Click the box to record the transfer leg of the call. Warm: Click the box to perform the call in a consultative manner where you can speak to the 3rd party before transferring the call. If the Warm option is not checked, the call is transferred in a singe step. Check DNC: Click the box next to Check DNC if you want the Do Not Call list to be checked prior to dialing the transfer destination number. After setting the required options, click the Transfer button to transfer the call. To cancel the transfer, click the red X in the upper right corner. You are returned to the Active Call screen. Making a Conference Call When you click the conference icon on the Active Call screen, the Conference Call screen is displayed. The following options are available from this screen: 10 Five9-Zendesk Integration Agent s Guide
Making and Handling an Active Call Overview Number: To add a conference participant, enter the number to dial or click the green list button to select a target from a list of speed dial numbers, agents, skills, and campaigns. The same Select Target screen as shown in the Make Call screen displays. The available entries depend on your permissions. Highlight your selection and click the Select button. Warm: Click the box to perform the call in a consultative manner where you can speak to the 3rd party before adding them to the conference call. If the Warm option is not checked, the participant is added to the conference call in a singe step. Check DNC: Click the box next to Check DNC if you want the Do Not Call list to be checked prior to dialing the number for the conference call participant. After setting the required options, click the Conference button to add a participant to the conference call. To cancel the conference call, click the red X in the upper right corner. You are returned to the Active Call screen. Using the Dial Pad When you click the dial pad icon on the Make Call screen, the Dial Pad screen is displayed. Use this screen when you are on an active call and you need to enter dial tone multi-frequency (DTMF) tones to navigate through an interactive voice response (IVR) system. The dial pad displays the common keypad buttons, click the appropriate numbers to enter the DTMF tones. When you no longer need the DTMF functionality, click the red X in the upper right corner of the screen. 11 Five9-Zendesk Integration Agent s Guide
Making and Handling an Active Call Overview Adding a Personal Scheduled Callback When you click the add callback icon on the Active Call screen, the Add Callback screen is displayed. The following options are available from this screen: Number: The current phone number of the customer is automatically added to this field. If the customer requests to be called on an alternate phone number at the scheduled time, enter the number in this field. Due Date: Enter the date and time for the callback in the format of mm/dd/yyyy hh:mm am/pm. Comments: You can enter text to remind yourself of details about the call and these comments are viewable before you call the customer back at the scheduled time. Campaign: Click the drop-down arrow to select the campaign to which the call is associated. After setting the required options, click the Add Callback button to schedule the callback. To cancel scheduling the callback, click the red X in the upper right corner. You are returned to the Active Call screen. Wrapping up an Active Call When you are finished with handling an active call, the Call Wrapup screen is displayed. Context about the call is displayed: Time remaining to wrap up the call. Campaign to which the call is related. ANI of the call. DNIS of the call. Current agent state. 12 Five9-Zendesk Integration Agent s Guide
Making and Handling an Active Call Using the Five9 Click to Call Application The following actions must be performed on this screen: Agent State after Wrapup: Click the drop-down arrow to change your state after the call wrapup is complete. For example, if you need to go on a break or to lunch. Click the Set button and the state changes after the call disposition is set. Disposition: Click the drop-down arrow to select the appropriate disposition for the call. Click the Set button to complete the wrapup of the call. You are returned to the Active Call screen. Using the Five9 Click to Call Application When you are working in the Zendesk workspace on a ticket or user profile, you can use the Five9 Click to Call application to place an outbound call to the customer. When you click the Five9 Click to Call application that is in the top right corner of your Zendesk workspace, a Five9 Agent Sidebar window appears with the phone number of the customer extracted from the ticket or user profile as shown in the image below: To call the customer, click the number that is displayed. 13 Five9-Zendesk Integration Agent s Guide
Making and Handling an Active Call Options Options Campaigns A Campaign manages the processing of calls in your virtual contact center (VCC) environment. There are two types of campaigns; outbound and inbound. Outbound campaigns are used to dial customers in one or more lists created by administrators, and to deliver the calls to the agents that process the calls. The agents do not dial the customers in this type of dialing campaign. The dialing process is handled by a process called Predictive Dialer. Outbound campaigns use the Predictive Dialer to dial through a list of contacts and deliver connected calls to your agents. Inbound campaigns are used to receive customer calls coming from a Dialed Number Identification Service (DNIS). The received calls will be processed according to the rules configured by the administrator. Dispositions Dispositions are used to set the result of a call. The agent selects a call disposition at the end of a call. Call Dispositions are the only means for an agent to complete a call. Once a disposition is chosen, the agent is available for another call. Dispositions are set up by an administrator. Each campaign may have its own list of dispositions, for example: Busy: Called party returned a busy signal when number was dialed. Left Message Add to DNC List Scheduled Callback 14 Five9-Zendesk Integration Agent s Guide
Chapter 3 Processing Callbacks and Voicemail Messages After logging in to the Five9 for Zendesk application, when you are not busy with a call, the application may deliver a callback request from the call queue. The home screen enables you to access the scheduled callbacks that are now due. Skill voicemail messages and your personal voice mailbox can also be accessed from the home screen. Processing a Live/Queue Callback With a live/queue callback, the caller in a queue requested a callback when the call is finally delivered to an agent, instead of remaining on hold for a long period of time. The Five9 for Zendesk application displays the Live/Queue Callback screen when you are in a Ready state but not processing a call. The following information about the callback appears for your review before you accept or reject the callback: Campaign: If the call is assigned to a campaign, the campaign name is displayed. Callback #: Optional alternate phone number for the customer. Created: Date and time when the callback was created. first_name: Customer s first name. number1: Customer s original phone number. last_name: Customer s last name. After viewing the information, click Accept to accept the callback. You may review the information before making the call. If you click Reject, the callback is assigned to the next available agent. However, you may not have permission to reject a callback. 15 Five9-Zendesk Integration Agent s Guide
Processing Callbacks and Voicemail Messages Making Personal Scheduled Callbacks Making Personal Scheduled Callbacks On the home screen, a number shows when one or more scheduled callbacks are due. If you click the Callbacks button on the home screen, the Callback screen is displayed. Review the call comments, campaign, and other information before deciding which option to select on this page. To call the customer back, click Call. To dismiss the callback reminder for the rest of this session, click Dismiss. You are reminded again the next time you log in. To remove the callback reminder, click Delete. You may not have permission to delete a callback reminder. To set a time delay in minutes, hours, or days after which the reminder is reactivated, click Snooze time. After selecting the delay period, click the Snooze button to return to the home screen. To exit out of the Callback screen, click the red X in the upper right corner. You are returned to the home screen. Processing Skill Voicemail Messages On the home screen, a number shows when a skill voicemail is available for processing. If you click Skill VM on the Home screen, the Skill Voicemail page, similar to the Live/Queue Callback page, appears as shown below. The following information about the voicemail is displayed for you to view before accepting or rejecting the voicemail: 16 Five9-Zendesk Integration Agent s Guide
Processing Callbacks and Voicemail Messages Processing Personal Voicemail Messages Campaign: If the voicemail is assigned to a campaign, the campaign name is displayed. Callback #: Optional alternate phone number for the customer. Created: Date and time when the voicemail was delivered. first_name: Customer s first name. number1: Original phone number from the voicemail. last_name: Customer s last name. After viewing the information, click Accept to accept the message. You may review the information before making the call. If you click Reject, the message is assigned to the next available agent. However, you may not have permission to reject a skill voicemail message. Processing Personal Voicemail Messages On the home screen, you can access your personal voice mailbox. Click My VM to display the Personal Voicemail page. To access the list of messages in your mailbox, click the arrow. Messages that you have not heard are preceded by an asterisk (*). To play the selected message, click Play. To stop playing the selected message, click Stop. To delete the selected message, click Delete. To exit Personal Voicemail, click the red X in the upper right corner. You are returned to the home screen. 17 Five9-Zendesk Integration Agent s Guide