Cloud Contact Center Software Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide June 2018 The Five9 Plus Adapter for Salesforce Lightning Experience integrates the Five9 Cloud Contact Center with your Salesforce.com desktop. This guide describes how to install and use the Five9 Plus Adapter for Salesforce Lightning Experience. 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 2018 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 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Contents What s New... vi Chapter 1 Managing the Five9 Plus Adapter for Salesforce Lightning Experience...1 Installing the Five9 Plus Adapter... 1 Selecting a Station Type... 3 Downloading the Softphone... 3 Updating the Extensions and the Softphone... 10 Managing Your VCC Account... 12 Changing your Password and Security Answers... 12 Recovering your Password... 13 Forgotten Password... 13 Incorrect Password... 16 Troubleshooting the Softphone... 17 Removing the Adapter... 18 Chapter 2 Using the Five9 Softphone... 20 Logging into the Softphone Adapter... 20 Connecting to Five9 UC for Microsoft... 21 Preparing Your Station... 22 Monitoring Call Queues... 23 Understanding Your Adapter Workspace... 26 Interaction State Indicator... 27 Requesting Assistance... 29 About Your Adapter... 29 Testing Your Softphone... 30 Obtaining Application Logs... 30 Reporting Problems... 31 Customizing Your Station... 31 General Tab... 32 Audio Devices Tab... 33 Automatic Answer Tab... 34 Greeting Tab... 35 Sound Alerts Tab... 36 Password Tab... 37 Changing Your State... 38 Sending and Receiving Instant Messages... 40 Initiating an Internal Chat Session... 41 Responding to Chat Invitations... 44 iii Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Participating in Multiple Sessions Simultaneously... 45 Requesting Help from a Superior... 48 Understanding Maintenance and Power Outage Messages... 50 Chapter 3 Processing Calls... 52 Dialing Calls... 53 Softphone Keypad... 53 Address Book... 57 Click to Dial... 60 TCPA Manual Touch Mode... 60 Receiving Calls... 61 Matching the Phone Number to Contact Records... 63 Viewing Call Variables... 63 Using Campaign Features... 63 Call Preview... 64 Recorded Messages... 65 Scripts... 65 Worksheets... 67 Connectors... 68 Making Conference Calls... 70 Warm Conference... 71 Cold Conference... 74 Transferring Calls... 76 Cold Transfer... 77 Warm Transfer... 78 Managing Calls on Hold and Parked Calls... 81 Calls on Hold... 81 Parked Calls... 82 Recording Calls... 84 Adding Comments to the Call Log... 84 Ending Calls... 86 Selecting Dispositions... 87 Ending Interactions... 88 Adding Numbers to the DNC List... 89 Chapter 4 Processing Voicemail Messages and Callbacks... 91 Processing Voicemail Messages... 91 Skill Voicemail Messages... 91 Personal Voicemail Messages... 93 Processing Missed Calls... 95 Managing Reminders and Callbacks... 97 Scheduling Reminders... 97 Returning Scheduled Calls... 100 Scheduled Calls... 100 Manual Calls... 101 iv Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Chapter 5 Using Your Salesforce Account...103 Softphone View... 103 Daily Activities... 104 Call Log Activities... 105 Chapter 6 Configuring Your Browser...108 Chrome... 108 Firefox... 110 Internet Explorer... 112 Enabling Pop-Up Windows... 112 Customizing Intranet Sites in Internet Explorer 11... 114 Disabling Protected Mode... 116 Safari... 117 Enabling Pop-Up Windows and Plug-Ins... 117 Enabling Cookies... 118 v Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
What s New Chapter 2 This table lists the changes made in the recent releases of this guide: Release June 2018 Changes Initial version. vi Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Chapter 1 Managing the Five9 Plus Adapter for Salesforce Lightning Experience This guide describes all the available features. However, you see only the features that you have permission to use and that are relevant to your current task. You may continue to use your current adapter after you download the new adapter, but you may not use two different adapters at the same time. Installing the Five9 Plus Adapter Updating the Extensions and the Softphone Managing Your VCC Account Troubleshooting the Softphone Removing the Adapter Password requirements are set by your administrator. You may be required to answer a question that can be used to retrieve your password if you forget it later. After completing this section, you will be returned to the login page. Important Your administrator may have already configured your browser and installed the adapter. Therefore, follow these steps and Configuring Your Browser only if you are instructed to do so. If your browser is already configured, go directly to Logging into the Softphone Adapter to start a session. Before using the Five9 Plus Adapter for Salesforce Lightning Experience, be sure to read Softphone View. Installing the Five9 Plus Adapter Be sure that you have the correct credentials: user name (agent ID), password, station number, type of connection, and URL if appropriate. If you encounter problems during the download, contact your administrator. Single sign-on enabled 1 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Installing the Five9 Plus Adapter If single sign-on is enabled in your call center (SSO Login), you log into Salesforce and Five9 simultaneously with one set of credentials. In this case, steps 1 and 2 below are combined. a Enter the credentials provided by your administrator. b Continue with step 3 below. Single sign-on not enabled If single sign-on is not enabled, you may have two sets of credentials because you must log into Salesforce and Five9 sequentially. Follow steps 1 and 2 below. Mac OS 10 with Safari 10 Important Due to issues in Mac OS 10.12.1 with Safari 10.0.1, users may experience one of these problems when the softphone adapter and the extension are installed: After users install the softphone adapter and the extension, an error message is displayed. To resolve the issue, users should press Command + R to manually refresh the page. After users install the softphone adapter and the extension, the adapter may crash. To resolve this issue, users should log out and reopen the browser. After that, the expected three tones are played. 1 Log into Salesforce. 2 In the adapter, enter your user name and password. If you are configured for single sign-on, you do not need to enter credentials. 2 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Installing the Five9 Plus Adapter 3 Click Log In or SSO Login. 4 Continue with the following sections: Selecting a Station Type Downloading the Softphone Selecting a Station Type Prepare your station as follows. 1 Select the type of connection. Depending on the type of station that you select, different fields or options appear. The display for the PSTN and Gateway connections is identical. 2 Enter the station number provided by your administrator. 3 For PSTN and Gateway stations, optionally disable Connect to station. 4 Click Confirm. Downloading the Softphone As soon as your browser detects that the softphone is not installed, the appropriate download links for your browser appear: 3 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Installing the Five9 Plus Adapter Firefox and Internet Explorer: softphone only. Chrome and Safari: softphone and extension. 1 After the extension is installed, refresh your browser. The first step is completed. 4 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Installing the Five9 Plus Adapter 2 Click Download & Install Softphone, and save the MSI file. 3 To start the installation, locate and run the MSI file. 5 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Installing the Five9 Plus Adapter 4 If you see this window at any time during installation, click Allow Access. 5 Select the options that you require. Install to system space installs the files to the root folder (for example, C:\Program Files\Five9\Five9Softphone-10.0). Not selecting this option installs the files to the user folder (for example, C:\Users\JohnSmith\AppData\Roaming\Five9\Five9Softphone-10.0). Install as VDI proxy installs the softphone as a Virtual Desktop Infrastructure proxy. 6 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Installing the Five9 Plus Adapter 6 Click Next. 7 When done, click Finish. 8 Proceed according to your browser: Chrome and Safari: In your adapter, click Five9 Phone Browser Extension. Firefox and Internet Explorer: Follow these steps: a To connect to your station, refresh your browser. b If you see a browser security check, click Allow. Firefox 7 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Installing the Five9 Plus Adapter Internet Explorer When your station is ready, you hear three tones that indicate a successful connection. If not, contact your administrator. Your logged-in time starts now. 9 Click Next. 8 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Installing the Five9 Plus Adapter 10 Select your speaker and microphone, and click Confirm. 11 Select your queues, and click Confirm. In the future, to start a session, go directly to Logging into the Softphone Adapter. 9 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Updating the Extensions and the Softphone Updating the Extensions and the Softphone After you have installed the adapter, all updates will be installed automatically if you have logged out of your station. As shown below, if an update is available for your type of station, the update appears immediately after you select your station. Updates may be available for one or more type of station at the same time. In this case, an update exists for the softphone option but not necessarily for PSTN and gateway stations. Depending on your browser, updates to extensions are automatic or manual: Chrome: When a new version is released in the Web Store, the update is automatic, but you may see a prompt if an action is required. Although you are not required to remove old extensions, Five9 recommends that you do so because old and new extensions look identical in your browser. Otherwise, the old extensions remain in your browser. When done, click Add to Chrome. Safari: When a new version is released, you see a button in the adapter when you log in. To install the update, click Download. Safari automatically replaces the old extension with the new one. Other browsers When the new extension in installed, refresh the page. If the softphone also needs to be updated, you will see the following messages immediately after the extension update. 10 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Updating the Extensions and the Softphone Update Audio devices 11 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Managing Your VCC Account Managing Your VCC Account You 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. 12 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience 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. 13 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience 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: 14 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience 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. 15 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience 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: 16 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Troubleshooting the Softphone Customer Portal Applications Troubleshooting the Softphone If the softphone is connected in one window but disconnected in another window, refresh the page of the window in which the softphone is disconnected. In addition, refresh all pages after you install or remove an extension. 17 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Removing the Adapter Removing the Adapter Warning Use this procedure only if directed to do so by your administrator. Do not use this procedure to update your adapter. If you need to remove the softphone adapter, follow these steps. However, if you installed an extension for the Chrome or Safari browser, the extension remains. 1 Log out of the adapter, and close your browser. 2 Remove the integration: a Click Start > Control Panel > Programs > Uninstall a Program. b In the list of programs, select Five9 Softphone Service and click Uninstall. c d Click Yes to confirm. When done, close the control panel. 3 Clear the cache of your browser. The login window for the adapter still appears, but the softphone is no longer installed: if you try to log in now, the installation process starts again. Internet Explorer: a. Click the cog in the top right corner > Safety > Delete browsing history, or press Ctrl+Shift+Delete. 18 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Managing the Five9 Plus Adapter for Salesforce Lightning Experience Removing the Adapter b. Check the appropriate boxes, and click Delete. 19 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Chapter 2 Using the Five9 Softphone The softphone is integrated in your browser. The features that you see depend on those configured by your administrator and on your permissions. Logging into the Softphone Adapter Monitoring Call Queues Understanding Your Adapter Workspace Customizing Your Station Changing Your State Sending and Receiving Instant Messages Understanding Maintenance and Power Outage Messages Logging into the Softphone Adapter Before logging into the softphone, be sure to log into Salesforce. Follow these steps to log into your station each time that you want to start a session. If single sign-on is enabled in your call center, you can log into Salesforce and Five9 simultaneously with one set of credentials. If single sign-on is not enabled in your call center, follow steps 1 and 2. 20 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Connecting to Five9 UC for Microsoft 1 Enter your user name and password. 2 To log in, click the Log In button. Connecting to Five9 UC for Microsoft If your administrator enabled Five9 UC for Microsoft, you can view your corporate contacts in the address book and communicate with them. You can log into Five9 UC at any time. If you are logged into a PSTN station with your Windows credentials, you are automatically connected to Five9 UC for Microsoft. If you are not connected to your company s Windows domain, you are prompted for credentials. In this case, log in with the credentials provided by your administrator. If your credentials are incorrect, this error message is displayed. 21 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Preparing Your Station When you are logged in, your presence is updated in Five9 and in Five9 UC. Preparing Your Station To process voice interactions, connect the Plus adapter to either a softphone, PSTN, or gateway station. The remainder of this guide describes in detail how to use a softphone. PSTN station 1 Select the type of connection, and enter your station number. 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. 2 For softphone connections, select the speakers and microphone that you want to use during the session. 22 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Monitoring Call Queues PS 3 Click Confirm. When your station is ready, you hear three tones that indicate a successful connection. If not, contact your administrator. Important Your logged-in time starts now. speakers and microphone 4 Select call queues as described below. Monitoring Call Queues Call queues are used to organize interactions into groups. Campaigns may have more than one call queue or skill group; you may be assigned to multiple skill groups. When you log into your softphone, select the skills that correspond to the campaign calls and voicemail queues that are assigned to you. If you do not select skills, you can perform only these actions: Receive direct calls, such as extension transfers and calls sent to all agents. Make manual calls: All call features that you are usually allowed to use are available, except campaigns and features that are set in campaigns, such as scripts and worksheets. Transfer a call to a queue that you cannot monitor because you select a recipient from your entire address book, which contains all skills and agents. 23 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Monitoring Call Queues Select a Salesforce object if you are usually required to do so. 1 Select the queues that you want to monitor during your session. updated s Skills: call queues assigned to you Number of callbacks Longest time in each queue Default queue 2 To see the content of the queues, open the Queue tab in the softphone. The default queue is not assigned to agents. Therefore, it does not appear when you select skills. However, if you have permission, you may need to answer calls in that queue. If your administrator adds or removes skills while you are logged in, you see one of the messages on the right: To accept new skills, click Activate to immediately accept all skills or click Show Skills to choose your skills. 24 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Monitoring Call Queues To remove skills, click Show Skills. Skills added or removed immediately 25 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Understanding Your Adapter Workspace Understanding Your Adapter Workspace This section describes the basic features of your adapter workspace. Processing Missed Calls Processing Voicemail Messages Managing Reminders and Callbacks Sending and Receiving Instant Messages Adding Numbers to the DNC List Reporting Problems Requesting Assistance Telephony Status Customizing Your Station 26 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Understanding Your Adapter Workspace Interaction State Indicator Click the cog to select the tiles to display on the home screen Processing Calls Changing Your State Monitoring Call Queues Calls Answered Average Call Handle Time Email Messages (for Five9 Omnichannel customers, this is the number of Five9 email messages handled) Processing Missed Calls Sending and Receiving Instant Messages (for Five9 Omnichannel customers, this is the number of Five9 chats handled) Interaction State Indicator The state of the current interaction is displayed immediately below your interaction state indicator. This information appears in the home window and in the call and voicemail interaction windows (see in-call features). In the home window, as shown in the previous section, the indicator is a tab that leads to the current interaction. You may also see more than one indicator, such as parked and wrap up. The following figures show example notifications in the home window. 27 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Understanding Your Adapter Workspace Talking with customer Customer on hold Customer parked Agent muted Customer parked and call conference Call ended Task completed Agent on break 28 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Understanding Your Adapter Workspace Requesting Assistance This section provides access to several help options. Link to the most recent version of the agent s guide About Your Adapter Testing Your Softphone Obtaining Application Logs Requesting Help from a Superior About Your Adapter If problems occur with your adapter, your administrator or Five9 Customer Support may request the version of the adapter installed on your computer. The JavaScript and softphone versions appear in this window and are saved in the logs. 29 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Understanding Your Adapter Workspace Testing Your Softphone This section appears only if you have permission to make test calls. To make a call, click the button. Standard call features are not available although all the buttons are enabled. Obtaining Application Logs If you have problems with your adapter, your administrator or Five9 Customer Support may request one or both sets of application logs to troubleshoot issues. These logs contain the events that occur during your session. Softphone logs: Your administrator or Five9 Customer Support may request these files, which contain information about your adapter. Softphone logs are saved in your computer for four days before being deleted. Log files are located in these folders: Windows: C:\Users\<yourUserName>\AppData\Roaming\Five9\Logs Mac: ~/Library/Application\Support/Five9/Logs Event logs: These event logs are located in the softphone. a In the Help menu, click Logging. The log window gathers all available information. The process takes 30 60 seconds. During that time, if you click Stop Logging or close the window, the content that has been logged so far is not saved, but the rest of the session information is retained unless the session has timed out. b To save the content that you need to send to Customer Support, click Download. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, 2015 4_14 PM.txt. The file is saved in your default download folder. You may also download this file when you report an issue. 30 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Customizing Your Station Reporting Problems When problems occur, you may see a window such as the following one. It contains all the information that you need to forward to your administrator to resolve the problem. The instructions at the bottom explain what to include in an email if possible: 1 Attach a screenshot of the error. 2 Obtain the logs from your softphone (Help > Logging). 3 While events are logged, reproduce the error. 4 Add the above information to an email. 5 Send the email to your administrator. Customizing Your Station You softphone is ready to use, but you can customize it at any time. To do so, click Settings. A new window opens with these tabs: General Tab Audio Devices Tab Automatic Answer Tab Greeting Tab Sound Alerts Tab Password Tab 31 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Customizing Your Station The figures show the features that your softphone contains. However, because the display is configured by your administrator, some features may be disabled. General Tab Select the options that you want. 32 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Customizing Your Station Select skills at login: Available if you have permission to access call queues. If you disable this option, you can no longer choose call queues when you log into the adapter. Show call variables: Available if you have permission to view specific information about transferred and conference calls. For more information about the variables that you may see and how to use them, contact your administrator. Open Five9 Adapter in a separate browser window: Opens the adapter in a new browser window. With Internet Explorer, the softphone always opens in a separate browser window. Change my skill selection: Link that opens your skills options so that you may start or stop following queues. Audio Devices Tab Important If you see a browser security check when you select this tab, click Allow. Otherwise, the speaker and microphone menus are empty. Mac operating system with the Safari browser: To use the same headset for calls and voicemail, ensure that your headset uses the same audio output device as your workstation. 33 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Customizing Your Station Set the voice controls for your speakers and microphone: Audio Output: List of available speakers. Your external headset appears in the menu when it is plugged into your workstation. To adjust the volume, move the slider left or right as needed. Microphone: List of available microphones. Restart Station: Enables you to disconnect and reconnect your station. Echo Call Echo Call: Enables you to test the audio quality of your station. To record a message that will be played back to you, click Echo Call. Listen to the recording, and record a brief message, When you are done, click Stop Echo Call. Automatic Answer Tab If you have permission, you can set the softphone to answer incoming calls automatically. If you do not select these options, you must press Answer within a set number of seconds before each call. If you ignore or reject the call, it is routed to another available agent, and your state is set to Not Ready. If you see a security check when you select this tab, click Allow. 34 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Customizing Your Station Automatically Answer Inbound/Autodial Calls: Inbound and autodial calls. For inbound calls, if you do not check the option, you still hear a sound when a call arrives at your station. If you disable this option, during call preview, the details of calls that contain multiple fields and call variables are fully expanded so you see all matches and call variables with the number for each. Although you can hide or show the lists, you need to hide the details of each call if you do not want to see them. This behavior applies also to queue callbacks. Automatically Answer Outbound Calls: Outbound calls generated by the Five9 dialer when the connection is established with the contact. At that time, the call is similar to an inbound call. Important For outbound calls placed by the dialer, do not disable automatic answer because the time allowed to answer the call expires before you can answer. Automatically Answer Internal Calls: Calls to your personal queue, such as calls transferred by another agent. Automatically Accept Voicemails: Incoming voicemail messages are automatically accepted in your voice mailbox. If you disable this option, the details of calls that contain multiple fields are fully expanded so you see all matches with the number of fields. Although you can hide or show the list, you need to hide the details of each voicemail if you do not want to see them. Greeting Tab The greeting is a WAV file that is played to callers as a greeting when they reach your Five9 personal voice mailbox. To obtain or create the file, contact your administrator. 35 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Customizing Your Station 1 To upload a file, click the Upload a file field and locate the file. 2 Click Upload. Sound Alerts Tab Select the sounds to be played when you receive a call, message, or reminder. 36 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Customizing Your Station Callback reminder opens Instant chat message Outbound call from the dialer Call from the dialer Incoming call Preview call Internal call Password Tab This tab is available if you have permission to change your password. This feature enables you to change the password that you use to log into your Five9 adapter if you do not use single sign-on. Your administrator selects the password requirements, such as length and characters that you may use. The requirements listed in the figure below are only an example. To change your password, complete the fields. 37 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Changing Your State Changing Your State Your state determines your ability to process calls and to receive voicemail messages. When you log in, your state is Not Ready. Important Each time that you change your state, the timer returns to zero. Be sure to always select the appropriate option so that your work time is reported correctly. To change your state, click the tab at the top of your adapter workspace: 38 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Changing Your State Ready options Not Ready options Logging out - Ready: Ready to work with all available channels. - Ready for: Specific options. - Voice: Make and receive all types of calls but not voicemail, or send and receive text messages. - Voicemail: Receive voicemail but cannot make and receive calls, or send and receive text messages. - Text: Send and receive text interactions but cannot make and receive calls or voicemail. Cannot receive calls but can make manual calls. You may need to select a reason, such as taking a break. Softphone disconnected after you select a reason. You cannot make or receive calls and use voicemail. You can also change your state ahead of time so that the change takes effect at the end of the current event: delay before Not Ready state Note Your administrator may have set a delay of up to 59 seconds between your Not Ready selection and your effective state change to Not Ready. During that interval, you may continue to receive outbound calls. Once the delay expires, you no longer receive calls. To change from ready to not ready at the end of a call, select a Not Ready reason code during the call. You will be set to that state after you finish the call. In the meantime, the pending state is used by Five9 to route calls to other agents. To change from not ready to ready, select a Ready state, such as Voice. 39 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages Sending and Receiving Instant Messages To exchange messages in real time with supervisors and other internal users, you may start or participate in chat sessions. You cannot use a chat session to communicate outside your organization. You may participate in multiple messages simultaneously. In this case, you can open each one in a separate new window. Old messages are deleted after 30 days. In the home window, click Conversations. 40 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages Initiating an Internal Chat Session Responding to Chat Invitations Participating in Multiple Sessions Simultaneously Requesting Help from a Superior Important Each chat or broadcast message is limited to 1024 characters. Longer messages are automatically truncated. You are not notified. Initiating an Internal Chat Session One or more internal users can participate in a chat session. You can create a chat session or broadcast a message to multiple internal users. 1 From the Conversations window, click New. 2 Select the users that you want to invite, or search for participants by entering part or all of their name or number in the Type number field. Enter your message in the Your Message field. 41 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages 3 Click Start Conversation. The chat text appears in the Conversations window. 42 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages 4 To add users to the conversation, click Options in the top right corner and select Add participant. 5 Select or search for additional participants. 43 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages 6 Click Add participant. 7 To end the session, click Options and select End Conversation. Responding to Chat Invitations When another user or supervisor invites you to a chat session, you see a message such as this one. Click the text at the bottom to open a chat window. When you participate in a chat that you did not create, you can leave the chat as shown below, but you cannot close it. All other participants remain in the chat session. When you participate in a chat that you did not create, you can leave the chat as shown below, but you cannot close it. All other participants remain in the chat session. 44 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages Participating in Multiple Sessions Simultaneously The Conversations window displays your messages. To access an ongoing conversation or to continue to communicate with the same users of a conversation, click the conversation. To view or hide ended conversations, click Ended. 45 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages Broadcast message: Note You can view a broadcast message but not respond to the message. 46 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages Chat session: Click New, select the contacts, and enter your message. 47 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages Requesting Help from a Superior This option enables you to rapidly contact your supervisor or administrator to request help. Your supervisor receives a chat invitation. You may create or participate in a chat session whether your state is ready or not. 1 In the Help menu, click Request Help. 2 Select one of these options: Administrators Supervisors Select the appropriate skills, for example a specific skill, such as in this figure. 48 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Sending and Receiving Instant Messages 3 Click Send Request. You hear an alarm and see this message. 4 Click Close. 49 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Understanding Maintenance and Power Outage Messages After your supervisor accepts the chat request, a chat invitation appears in your softphone. 5 To join the chat session, click the text. 6 As needed, enter messages in the field, and click Send. When the issue is resolved, you or your administrator may end the session. If your administrator ends the session, a note appears in your chat window. Understanding Maintenance and Power Outage Messages If you are logged into your station and in Ready state when Five9 maintenance or a power outage affects your domain, you may see one or more of these messages. Your supervisor may provide instructions to minimize the impact to your work. When maintenance is about to start, you will be notified 10 minutes before the event by your supervisor. Maintenance may last from a few minutes up to several hours. Depending on the type of work that Five9 needs to perform, your actions may be partially or totally restricted. For example, in some cases, connected calls are dropped, but calls in your queues remain. You may be able to make campaign-related manual calls, preview calls, return voicemail messages, and receive calls from inbound campaigns. After maintenance is completed, you may need to install a new software version. Description Message The timer indicates when your actions will be restricted. You may finish your current call and any calls in your personal queue. 50 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using the Five9 Softphone Understanding Maintenance and Power Outage Messages Description Message During maintenance, your domain may be moved temporarily, which may restrict your actions. Your station is temporarily disconnected and automatically reconnected when maintenance is completed. The work is completed. Restrictions imposed during maintenance are removed. You may receive specific instructions from your supervisor about any required follow-up actions. A schedule maintenance was canceled. You can continue to use your station. 51 Five9 Plus Adapter for Salesforce Lightning Experience 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. browser tabs and windows Important Although all possible options are described in this guide, your administrator may allow only a subset of the features. You may use only one agent application at a time in each computer. Otherwise, some of your calls will be dropped. Before making or receiving a call, be sure to set your state appropriately. Internet Explorer 11 limitation: Internet Explorer 11 has limited support from Salesforce, and is only provided when a customer asks Salesforce and Salesforce approves the request for Internet Explorer 11 use. Browser plug-in: If you close all browser windows during a call, the call is dropped because the softphone is a browser plug-in. Salesforce limitation: If you enabled the stand-alone adapter option in the General tab of your adapter settings, the expected behavior of your adapter may change during calls: when you navigate to a Salesforce page that does not contain an adapter, such as reports, search results for inbound calls do not appear, whether they are pop-up windows for single matches or search pages for multiple matches. To see pop-up windows or search pages, return to one of the Salesforce pages that contains an adapter. The rest of the call is processed normally in the Five9 adapter. Dialing Calls Receiving Calls Using Campaign Features Making Conference Calls Transferring Calls Managing Calls on Hold and Parked Calls Recording Calls Adding Comments to the Call Log Ending Calls Adding Numbers to the DNC List 52 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Dialing Calls Dialing Calls You can enter a number in the softphone, select a number in a directory, or click a phone number in any Salesforcecontact, lead, activity, or account page: Softphone Keypad Address Book TCPA Manual Touch Mode Softphone Keypad This section describes how to use the keypad. 1 To open the dialing menu, click New Call. 2 Enter the phone number, name, or select a contact. Enter the number according to you domain configuration: 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 calls, follow your administrator s requirements about entering international and in-country phone numbers. For example, you may be required to use the E.164 format for all external calls. In a phone number field, you may enter up to 15 digits, starting with the plus sign (+) and the country code. The default country code is based on your location. You can find a contact's international number in many ways. 53 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Dialing Calls international calls a b Enter the country code in the Type number field. Enter part of the name in the Type number field: country code or contact name or selected groups, such as agents, skills, and speed dial. last campaign used 3 If appropriate, select a campaign. The campaign choices depend on the skill queues that are assigned to you. When you dial manually, the last campaign that you used is automatically selected in their adapter. If you select a campaign that contains scripts, worksheets, and/or connectors, additional options appear in the adapter when your party answers the phone. For more information about these features, see Using Campaign Features. If you associate the call to a campaign, you may assign to the call a campaignspecific disposition and include the phone number in all campaign reports. 54 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Dialing Calls keypad open 4 Click Dial. After you place the call, the call information is displayed in the adapter. During the call, if you use call features that require the dial pad, such as transfer, the dial pad opens automatically if you kept it open after entering the number. The menus can be expanded are collapsed. All elements that are too long to appear entirely in the softphone are followed by an ellipsis (...) and have a tool tip. in-call features 55 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Dialing Calls The following figure shows the features of the adapter. 56 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Dialing Calls Session duration Called name or number Hold and mute Park, conference, and transfer Chat, reminder, recording, and keypad Audio files Scripts and worksheets, when available End call Interaction details and call timeline Call details, web visit, and comments Campaign and phone number, plus other values depending on your configuration Set call disposition Address Book Five9 saves the internal and external phone numbers of your organization and the names of Five9 agents and skills in your address book. When searching for a skill or user name, enter any set of number or letters that are part of the name. Names are not case 57 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Dialing Calls sensitive. All contacts and users are displayed by default. You may filter by groups, roles, or user states. Each filter contains a search field. If the address book contains the agent s first and last name, you cannot find the agent by the user name. You can search for the user name only if the address book does not contain the agent s first and last name. Five9 UC for Microsoft If your administrator has enabled UC for Microsoft, your address book contains additional entries. You are visible to all Skype users whether or not they are Five 9 UC users. If you have more than one Skype account, such as a personal and a business account, your name is listed once for each account. Your corporate contacts appear as contacts in your application. You can call and chat with them at any time, and you can chat with users who do not have Five9 UC. In the address book, the UC connection status is displayed in the title bar. If you click the icon, the login window is displayed. 1 Click New Call. 2 If you already know the name of the party, enter it in the Type number field. Otherwise, click Contacts. 58 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Dialing Calls Five9 UC for Microsoft 3 Refine your search, and sort the results. Search field: As you type, the list of entries is narrowed down to a list that match your criteria. Groups: Agents, queues, speed dials, and corporate groups. Roles: Contact center or corporate roles. States: Contact center or corporate states. Agents who are logged in and ready for calls are shown in green. Sort order: Name, role, or user state. Note If you filter roles, queues and speed dial numbers are no longer displayed under the filtered contacts. 4 In the results table, hover over an entry to see options. 5 To see the contact details, click More. All available contact information is displayed: type, name, user name, email address, extension, and state. 6 To start an interaction, click Select Contact. 59 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Dialing Calls Click to Dial This feature is enabled only after you have logged into the softphone. The phone icon to the right of any phone number in Salesforce enables you to make calls directly from Salesforce. 1 Click a phone icon or number. The number is entered in the softphone as follows: Number not in E.164 format: The number is placed in the input field with the country code menu set to the home country code. Number in E.164 format: - Countries to which calls are allowed: The number is placed in the input field without the country code. The country code menu is set to the correct value. - Countries to which calls are not allowed: You see a message stating that you are not allowed to call that country. 2 Depending on your configuration, select a campaign as follows: If a campaign is not required, skip this step. When a campaign is are automatically assigned to a calls, the phone number is entered in the softphone, and a campaign is selected for you. When calls are not automatically assigned to a campaign: the phone number is entered in the softphone, and a message appears briefly at the top of your softphone to select a campaign. 3 Click Dial. 4 Process the call as described in the rest of this chapter. 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 60 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Receiving Calls and paste or drag and drop a phone number into the field. You cannot call a contact until you have correctly entered all numbers. Note In some domains, you may have permission to click a number to call the contact or copy and paste the phone number into the adapter. 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. Receiving Calls To receive calls, your state must be ready for voice. You may receive internal calls from other agents or supervisors, automated outbound calls made by the dialer, and inbound and queue callback calls from contacts. When Preview Dialing is enabled for an outbound campaign, you see the details of the contact record and the campaign if applicable. call notification When you receive a call, you may see notifications such as these, except if you use Internet Explorer. 61 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Receiving Calls These messages are useful if you minimize or hide your adapter behind another application or if you use multiple monitors. These messages apply to all types of calls and contain specific information: Incoming outbound, inbound, internal, or other call: name or phone number and campaign. Incoming skill or personal voicemail: name or phone number and campaign. Reminder that is due. Internal chat or broadcast message: name and message. Maintenance notifications. Depending on the type of call and the available information, you may see the call type, name, phone number, maintenance message, or an internal message. To show the adapter, click the notification. You may have the option to decline the call. If you exceed the previewing time limit, the contact is dialed automatically. For more information, see Call Preview. Process all calls as described in the features of this chapter. Queue callbacks are calls that you return after contacts who cannot immediately speak with an agent request a callback instead of remaining on the line until their turn arrives. A field in the softphone may indicate the nature of the call. To modify the notification settings, click the cog in the corner. The figure on the right displays the Firefox options. You can delay or disable browser notifications at your convenience. If you enabled the auto-answer options in your softphone, you receive calls automatically. If you have permission, you may reject ringing calls. Matching the Phone Number to Contact Records Viewing Call Variables 62 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Using Campaign Features Matching the Phone Number to Contact Records When you receive a call, your application locates and displays the records that match the phone number. The call is then connected to your station. Matches What you see Your action Multiple records match. List of possible matches. Select the correct one. One record matches. No record matches. Caller s details displayed in a tab labeled with the contact's first and last names. New object tab. The object can be one or more from this list: Answer Contact: default Incident Opportunity Organization Task Edit the fields as needed. Enter the necessary information. For contact fields, if you do not complete the fields, the contact is saved under the number but without a name. Viewing Call Variables During phone calls, you may also see information about call variables. Variables are used by your application to find for you the most appropriate information. Variables can belong to many groups, such as agent, call, contact, and IVR. You may see variable names such as MyCallVariable.InteractionId. Using Campaign Features Some campaigns are set to show a preview of incoming calls or contain scripts, worksheets, and connectors. If you have permission to use these features, buttons appear in your softphone before the call or after your party answers the phone. 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. In all cases, calls are processed according to the rules configured by your administrator. 63 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Using Campaign Features Call Preview Recorded Messages Scripts Worksheets Connectors Call Preview This feature may be enabled in outbound campaigns. An incoming call notification opens before the call is connected to your station. As soon as you change your state to ready for voice, a call preview may be displayed. The preview contains the details about the contact record and the campaign name if applicable. If the notification has a time limit (red timer), the timer begins immediately. If you exceed the previewing time limit, your state may be changed to Not Ready. Depending on the campaign configuration, the contact may be dialed automatically, or you may choose when to call the contact after you review the details. You cannot be interrupted after you have decided to call a previewed contact. You may have permission to decline the call. In this case, you are required to select a disposition that indicates the reason. These figures show how these calls may appear. The phone number menu contains a list of all phone numbers stored for the contact. Notification in home window Notification may appear during a call while you are working away from the home window While previewing outbound contacts, you may be interrupted by these types of calls or voicemail if no other agents are available: Outbound, inbound, autodial, and internal calls. Calls transferred to queues or campaigns. 64 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Using Campaign Features Conference calls to queues or agents. Skill voicemail messages or callbacks. The record associated with the interrupting phone call or skill voicemail is displayed. You have these options: Process the interaction. After you assign a disposition, you are returned to the contact record that you were previewing, and the preview timer reset to 0. You may preview the record again and decide to call the contact. Process the call or voicemail. Before assigning a disposition, select a Not Ready reason code to avoid being interrupted by other calls until you have finished processing the record that you were previewing. Reject the interaction. Select a disposition, and finish your other tasks. When done, you may need to change your state to Ready again. Recorded Messages Some campaigns may contain recordings that you may have permission to play during calls, when connected to an answering machine, and while recording calls. These recordings contain a skill message, such as the terms of a contract, that you play to callers instead of reciting. 1 Click Play Audio File. 2 Select a file, and click Play. Stop Play Scripts A script is a set text that you are required to say during a call to ensure consistent customer service with every call. As soon as the connection is established with your 65 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Using Campaign Features customer, a script may be displayed in campaigns in which one or more scripts are defined. Ensure that pop-up windows are enabled in your browser, and that the current tab or window is not selected. Otherwise the pop-up window may cause the softphone to close. 1 To open the script, click Script. The script opens a Web page that contains the text that you must read and possibly menus and fields in which you enter the customer s information. Example Simple introduction script Example Web page The script opens a Web page. The text contains variables that you replace with the actual information, such as your name and the customer s name. In addition, this script contains selection menus and text fields where you enter the information given by the customer. 66 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Using Campaign Features 2 After you have read and performed any action required by the script, click Done. Worksheets A worksheet is a form that you complete during a call. The option appears in your softphone only for campaigns in which one or more worksheets are defined. Depending on your browser configuration, the worksheet opens in a new window or tab. 1 To open a worksheet, click Worksheet. 67 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Using Campaign Features 2 For each question, enter the customer s answers in the field, and click the green arrow. 3 When done, click Finish. Connectors Connectors are links to external applications that you can use to find information or complete a form: Information: Customer data, call details, agent information, and worksheet data. 68 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Using Campaign Features 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. Your administrator may have enabled automatic or manual connectors in some of the campaigns: Automatic connectors open when a specific campaign event occurs, such as when a record is selected or when a call is connected, disconnected, in preview mode, or is assigned a specific disposition. Manual connectors appear as a button in the softphone menu: a During the call, click Connectors, and select an option. b When done, close the connector s tab. 69 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Making Conference Calls Making Conference Calls During calls, you can create and participate in conference calls with three or more internal or external parties. You can create a conference call in one or two steps: Two steps (warm or attended): Check Warm conference to place the first party on hold before adding a participant. This method enables you to speak briefly with the participant before starting the conference. One step (cold or blind): Add the participant and start the conference at the same time. Specific options are available during warm and cold conferences. 1 Click the conference icon. 2 Enter the third party s phone number, or select a number in the Contacts database. You can invite an agent, skill group member, or other party. You may enter only part of the name in the Filter field. To start, click conference icon. Your party is placed on hold, and the dialing options open. 70 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Making Conference Calls Warm Conference This method enables you to speak with the third party before starting the conference. 1 Click Conference. 2 Click Warm. 71 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Making Conference Calls 3 If you need to enter additional number to reach your party, open the keypad. When using the keypad or your keyboard to manually enter the number, you may hear the tones that represent the numbers. 72 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Making Conference Calls 4 Click Speak with Participant. 5 After the connection is established, speak briefly with the third party before connecting the party who is on hold. The party on hold is retrieved. In addition to the standard call options, several conference options are available as show below. To add a participant, click Add participant. If you leave the conference before it ends, you must assign a disposition for your segment of the call. The other participants remain in the conference. Muted calls are no longer muted when you add them to a conference. 73 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Making Conference Calls 6 To end the conference call, click End Call. Cold Conference This method enables you to start the conference immediately: both parties can hear all sounds while you prepare the conference, such dialing the third party, phone ringing, listening to voicemail, and prompts. 1 Click Conference. 2 Enter the third party s phone number. 74 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Making Conference Calls 3 Click Cold. 4 Click Add Participant. 5 If you need to enter additional number to reach your party, open the keypad. When using the keypad or your keyboard to manually enter the number, you may hear the tones that represent the numbers. 75 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Transferring Calls 6 Proceed with the conference and end the call as usual. Transferring Calls If you have permission, you may transfer a call to another agent, skill group member, internal or external party, or campaign. Before customers are transferred, they are put on hold. You can transfer a call to a queue that you cannot monitor because, in this case, you select a recipient from your entire address book, which contains all skills and agents. For example, transferring a call to an inbound campaign can be useful to perform an after-call survey. When a call is transferred to you, process it as you would any other call. After you complete your part of the call, assign a disposition. You can transfer a call in one or two steps: Two-step (warm or attended) transfer: select Initiate transfer to speak briefly with the recipient before disconnecting yourself from the initial party and transferring the call. One-step (cold or blind) transfer: select Mute transfer to disconnect yourself immediately from the initial party and transfer the call at the same time. During a one-step transfer, the customer hears everything before the recipient answers the phone, such as ringing, music on hold, and voicemail. When a transfer is not completed, such as when the recipient is not available, the call is returned to you and parked. You then need to complete the call appropriately by transferring it to another recipient or to voicemail or by retrieving the call. Muted calls are no longer muted when you transfer them. 1 Click Transfer. 2 Enter the transfer destination phone number. 76 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Transferring Calls Cold Transfer If you transfer the call to an external number, you are prompted to set a disposition. If you transfer the call to another agent or skill, the recipient sets the disposition at the end of the call. 1 Optionally, to limit the time to allow for the other agent to answer the transferred call, modify the default time-out. If the recipient does not answer in the allotted time, the call is transferred to the recipient s voicemail, if you check the option below, or the call is returned to you. 2 Optionally, to route the call to the agent's personal voice mailbox if the agent is not available, enable the voicemail option. If you do not, you must either retrieve and finish processing the call or transfer it to another agent. If the other agent is logged in but not available, the call is processed after the time-out. If the other agent is not logged in, the call is processed immediately. 3 Click Cold. 77 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Transferring Calls Time-out option (agent can override the default using a fraction of a minute; for example,.5 is 30 seconds) Voicemail option available for transfers to agent or queue 4 Click Set Disposition. 5 Set a disposition. Warm Transfer The time-out and voicemail recording fields are inactive because they do not apply to warm transfers. When using the keypad or your keyboard to manually enter numbers, you may see below the keypad the numbers that represent the tones that you entered to navigate through the contact s phone menu. 1 Enter the contact s name or number. 2 Dial the contact. 3 Click Transfer. 78 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Transferring Calls 4 Click Warm. 79 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Transferring Calls 5 Select a disposition. 80 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Managing Calls on Hold and Parked Calls 6 Speak briefly with the third party (recipient of the transferred call) before transferring the party who is on hold. 7 Click End Interaction. Managing Calls on Hold and Parked Calls You can place a call on hold for a short time to complete a task. You can park a call by keeping a party on hold for a longer time while you make or receive another call. While a call is on hold or parked, you can transfer the call or create a conference. Calls on Hold During a call, click the hold icon when you need to obtain more information before transferring or finishing the call. The icon becomes red. While on hold, your party hears music. The timer indicates how long the caller has been waiting. To take the call off hold, 81 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Managing Calls on Hold and Parked Calls click the button again. When you place a caller on hold, you can perform certain activities, but you cannot start another call. Parked Calls Park a call when you want to keep the party on the line while you receive or make another call, for example to a supervisor or another agent. If you do not have permission to park calls, the button does not appear. You can only park one call at a time. If you park a muted call, the call is not muted when you retrieve it. 1 During a call, click Park. 82 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Managing Calls on Hold and Parked Calls Information about the parked call, including duration New call 2 Click New Call, and complete the new (second) call as needed. 3 Retrieve or transfer the parked (first) call, and complete the call as needed. 83 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Recording Calls 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 the park call and add the first party to the second call in one step: Parked Calls > Conference Parked Call. Recording Calls You may have permission to record part or all the conversation. You can record internal and external calls. If enabled by your administrator, call recordings may continue after you transfer the call. 1 During a call, click the recording icon. The button changes from black to blue. While you are recording the call, you may place the customer on hold, as shown in the figure on the right. Record only Record and hold 2 To end the recording, click again the recording icon. Adding Comments to the Call Log At any time before you select a disposition, whether during a call, call preview, and even while the phone is ringing, you can add comments to the call log. For information about locating and using the call log information, see Call Log Activities. 1 Click Comments. 84 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Adding Comments to the Call Log 2 If needed, change the default Subject field from the current date and time. 3 Enter notes in the Comments field. This example shows the Comments section during wrap-up, which is the time that you spend completing any call-related task after you hang up but before you select a disposition. enhanced click-to-dial call log If you dial or receive a call from a number or contact already associated with a record, then the call is automatically associated with the matching record. If there is no matching record, then the call is associated with the first record visited or created during the call, and subsequent records are added to the Name and/or Related To menus. For click-to-call, depending on your configuration, the call log functions in one of two ways: Original functionality: The call log is updated by default with the last record that you open during the call. The information, such as case, opportunity, or account, is added to the Name or Related To object field. Enhanced functionality: - Outbound calls are associated by default with the first record, which is the record that you clicked for the call. The objects from the additional records that you open during the call are added to the Name and/or Related To menus. 85 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Ending Calls - Inbound calls are associated by default with the last opened record as in the original functionality. In all cases, you may change the default associated record before selecting a disposition. You may also create a record during your call, and the record can be selected for use in the call log. 4 Optionally, you can change the appropriate contact, lead, and other object that you want to associate with the activity record. For example, when you click a contact and an account in Salesforce, the contact name is set in the Name field in the Details tab and the account is set in the Related to field. 5 To complete the call, click Set Disposition. Ending Calls When you end a call or your part of a transfer or conference call, you select a disposition. If you end a call that is muted, the next call is not muted initially. 86 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Ending Calls Selecting Dispositions 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. In some campaigns, the system automatically sets a disposition after a certain time or automatically sets system dispositions, such as No Answer, Busy, Fax, Answering Machine, and Dial Error. For preview calls, you need to select the dispositions manually. In some cases, dispositions are not final or have specific conditions. For example, if you want to redial a number later because a phone line is busy, choose a disposition that enables you to do so, such as Agent to Redial. In this case, you set a timer to redial the number after the specified amount of time. You may see dispositions similar to these: Busy: The number that you called is busy. No Answer: The phone ringing but no answer. Fax: The number that you called is a fax machine. System: This value is selected automatically in case of system failure, such as a lost connection. Add to DNC List: The number is added to the do-not-call list. Left Message: You left a voicemail message. Answering Machine: You did not leave a voicemail message. Scheduled Callback: You scheduled a return call. Not Interested: The called party is not interested. Agent to Redial: You set a timer so that you may call this number again later. 1 Click Set Disposition. Depending on the number of dispositions available for the current interactions, the menu contains these options: Only one option: The button is End Interaction instead of Set Disposition. Click the button to end the interaction. Multiple dispositions: The cursor is in the search field. Search field Alphabetized list 87 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Ending Calls 2 Select a disposition or enter in the search field a few characters the are part (beginning, middle, or end) of the name until only your option remains. You can use the arrows on your keyboard to navigate up or down the list. Example 1 Example 2 Only one disposition contains the letters Multiple dispositions When you select a special-purpose disposition, such as connector or callback reminder, a window opens as in the figure below. In this example, the callback reminder contains all the call information. You can change the date and time. Example 3 3 Press Enter to confirm the selection and end the interaction. Ending Interactions You have two options: Wrap-up mode not enabled: Use this option if you have already completed the call-related work. Click Set Disposition, and choose a disposition. Click End Interaction. The call is automatically disconnected. 88 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Adding Numbers to the DNC List Wrap-up mode enabled: Use this option to complete any call-related work after the call is disconnected. a Figure 1: To disconnect the call, click End Call. b Figure 2: Finish the call-related work. When done, click Set Disposition. c Figure 3: Select a disposition, and press Enter or click End Interaction. 1 2 3 If you exceed the wrap-up time limit set in the campaign, your state may be changed to Not Ready. If this occurs, complete your work, and reset your state to Ready. Adding Numbers to the DNC List Do Not Call (DNC) numbers are numbers whose owners have indicated that they do not want to receive unsolicited phone calls. Unless the owner of the phone number has given explicit permission to be called, you cannot call them. Such numbers should appear in the DNC lists that your contact center has either verified or purchased from a vendor who has verified the list. If you have permission, you may add phone numbers to your local DNC list directly or by using a disposition. The number is not added to the national DNC list. If you try to dial a number in your DNC list, you see an error message if you do not have permission. 89 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Calls Adding Numbers to the DNC List Using a disposition to add a number to the list when ending a call: select the Do Not Call disposition. Adding a number directly to the list: in the main softphone window, click Add to DNC, enter the phone number, and click Add to DNC. 90 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Chapter 4. Processing Voicemail Messages and Callbacks You may have permission to receive skill and personal voicemail messages and to schedule and return calls. Before working with voicemail and callbacks, be sure that your state is set appropriately. Processing Voicemail Messages Processing Missed Calls Managing Reminders and Callbacks Processing Voicemail Messages You can play, save, transfer messages, and return calls: Skill Voicemail Messages: The number of messages that you receive depends on the number of agents logged into the skill: if few agents are logged in, you may receive many messages, but if many agents are logged in, you receive fewer messages. Personal Voicemail Messages: Messages sent by other agents are considered personal. You can access them at any time regardless of your state. These messages appear as a list. Skill Voicemail Messages When your state is set to accept voicemail, incoming messages appear automatically at the top of your softphone if a skill queue contains a voicemail message. Until you accept the message, the tab remains opened. You receive only one skill voicemail message at a time. 1 Click Accept. If you reject the voicemail, the notification closes and disappears, but it reappears after a couple of minutes until you or another agent processes the message. All the record information available about the contact in displayed in the adapter such as name, phone numbers, campaign, and date. 91 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Processing Voicemail Messages Accept or reject the message Caller Numbers of skill and personal messages Campaign Caller Message date and time Duration of message Available actions Final action 2 Process the message as needed: Play Stop Save WAV file Pause Transfer Schedule reminder 92 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Processing Voicemail Messages Return call Delete 3 When done, click Mark Processed. The message disappears. It is replaced by the next skill voicemail message until no new messages are pending. Personal Voicemail Messages When you have a new message, a notification appears at the top of your softphone. Each message displays contact information if it is available. 1 To listen to your message, click the notification or click Voicemail on the home screen. 2 To view and listen to your messages, select the Personal tab. Messages are sorted by date. You may also receive an email message with the voice recording attached as a WAV file. 3 To sort your messages, select one of the options: by age or by phone number. The message tab provides the caller s name, the date, the time, and the duration of the message. You may need to hover with the mouse over the message to see the complete information. 93 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Processing Voicemail Messages 4 Click a message. 5 Process the message as needed. For example, in this figure, the message is being transferred to another recipient. 94 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Processing Missed Calls 1 Enter a number in the field or click Contacts to use speed dial. 2 Click Complete transfer. Processing Missed Calls If you have permission, you can view and return the calls that you missed during the current logged-in session. If you log out and back in during the day, the list is reset. This feature does not apply to internal calls. You can miss calls when you are not connected to your station, are not ready for calls, are processing a call or reject an incoming call. These calls apply to your personal queue and to calls transferred by an agent or an extension. Note You may miss calls if you disable automatic answer in your softphone settings. For more information, see Automatic Answer Tab. Your missed calls are saved for 60 days. You may sort and view missed calls from the current session to the last 60 days. The tab displays the number of missed calls. To view a list of your missed calls, open the tab. The most recent call is at the top. The call details contain know information about the first and last names of the caller, the phone number, and the date and time of the call. To return a call or create a reminder, click an item in the list, and select the appropriate action. 95 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Processing Missed Calls 96 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks Managing Reminders and Callbacks You can schedule a date and time to return a call. Depending on your configuration, the features described below may differ slightly from what you see. Scheduling Reminders Returning Scheduled Calls Scheduling Reminders At any time, you can modify the information or delete the scheduled call. You may schedule callback reminders during a call, between calls, and while processing a voicemail message. The process is the same. 1 Reach the New reminder window. During calls & while processing voicemail message: Click the Reminder icon > New Reminder. Between calls: Click Reminders in the home window > New Reminder. 97 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks List of pending reminders 2 Complete the fields. Name or number: If you schedule a reminder during a call, the caller s information is automatically entered in the field. Otherwise, you may use the keypad, the contact database, or you may enter a name or number directly in the field. Date and time for the call: You can change the default date and time manually or by using the calendar. Optional comments (maximum 250 characters). Campaign: A campaign may be automatically selected. Otherwise, if the menu is available, you may change the current selection. 98 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks Change the date: click day or arrow at top to see next month Change the time: click clock 99 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks Return to month Change AM/PM Change hour Change minute 3 Click Save. Returning Scheduled Calls You can return a call manually, or you can wait for the reminder. Scheduled Calls At the scheduled date and time, a callback notification opens. The notification contains all the available information about the sender or the contact record if appropriate. When preview dialing is enabled for an outbound campaign, a preview window displays the call details at the scheduled time. You may have permission to skip the callback. Otherwise, you may call, wait five minutes, or temporarily dismiss the callback. 100 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks Process the call as needed. When you are done, the reminder is automatically deleted. Manual Calls You can return a call at any time. 1 On the Home screen, click Reminders. New reminder Overdue reminder in red Reminders are sorted by due date: Up arrow: Most recent at the top Down arrow: Oldest at the top Contact and campaign names are listed alphabetically 2 To rearrange reminders, select one of the options, ascending or descending. 3 To see the details of the callback, click the item that you want to call. If more than five callbacks are scheduled, locate the phone number by using the arrows and the page numbers located below the phone numbers. Time of scheduled callback Campaign Left to right: Delete Edit Complete 4 Click Call. 101 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Processing Voicemail Messages and Callbacks Managing Reminders and Callbacks If you cancel the call now, the current call is stopped, but the scheduled call remains in the list. 5 Process the call as needed. The reminder is automatically deleted. 102 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Chapter 5 Using Your Salesforce Account To keep track of your work, you can see reports of your daily activities and details of the call log. Softphone View Daily Activities Call Log Activities Depending on your configuration, you may see the customer s sentiment, categories, and spam information during multichannel interactions. For example, this figure displays a column in which the customer s sentiment is displayed as colored icons. Softphone View Your administrator may have assigned you to a call center that supports the Lightning Experience softphone view. If so, the softphone is displayed in the bottom of the page. The following figure contains a softphone adapter in which an agent is logged in and is ready for voice interactions. To display or hide the adapter, click Engage on the left. 103 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using Your Salesforce Account Daily Activities When using the Plus Adapter for Salesforce Lightning Experience, multiple Salesforce tabs and browser sessions are not recommended. Daily Activities To review your activities, click Calls on the Home window of the adapter workspace. This page displays the calls that you completed during the day. You may have permission to configure and schedule a report. This figure shows that the three calls correspond to the number on the Calls tile. On each line, you can click the links to see the details of the calls. 104 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using Your Salesforce Account Call Log Activities Call Log Activities Salesforce saves all call data and the comments that you add to the call log. 105 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using Your Salesforce Account Call Log Activities Bertha Boxer selected If you click a lead, account, or opportunity in Salesforce, the object is set in the softphone. For example, the previous screenshot shows the lead Bertha Boxer was selected. In the next screenshot, the agent has set a comment for the call. Call comment for the log After the call, Salesforce creates a Task Activity record that contains the call data and call log. The Task Activity record appears in the Activity History section of each selected object. In the following screenshots, the My Calls Today page has a link to the call details. 106 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Using Your Salesforce Account Call Log Activities Summary Page Details Page 107 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Chapter 6 Configuring Your Browser This chapter describes how to configure your browser. Follow these steps only if instructed to do so by your administrator. Chrome Firefox Internet Explorer Safari Chrome Important If you use Mac OS and Chrome 53, connectors do not open. Be sure to update the browser. Add exceptions for Five9 and Salesforce so that notifications can appear in the adapter. 1 Click the Chrome menu in the top-right corner of the browser. 2 Select Settings. 3 At the bottom of the Settings tab, click Show Advanced Settings. 108 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Chrome 4 In the Privacy section, click Content Settings. 5 In the Cookies section, ensure that Allow local data to be set is selected. 6 Scroll down to Pop-ups. 7 Click Do not allow any site to show pop-ups. 109 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Firefox 8 Click Manage exceptions. 9 Add these exceptions, ensuring that the selected behavior is Allow: [*.]five9.com or [*.]five9.eu [*.]salesforce.com 10 Click Done, Done, and close the Settings tab. Firefox Add exceptions for Five9 and Salesforce so that notifications can appear in the adapter, and install and activate the adapter. 110 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Firefox 1 Click Tools or the menu button in the top right corner, and select Options. Depending on the version of your browser, the Options menu opens either in a Windows menu or in a browser tab. However the features are the same. 2 Select the Content tab. 3 Check Block pop-up windows, and click Exceptions. 4 Add these exceptions, ensuring that the selected behavior is Allow: five9.com or five9.eu [*.]salesforce.com 111 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Internet Explorer 5 Click Save Changes. 6 Depending on your browser version, close the tab or click OK to close the settings window. Internet Explorer At a minimum, you need to enable pop-up windows, and if you see error messages, complete the appropriate other sections. Enabling Pop-Up Windows Customizing Intranet Sites in Internet Explorer 11 Disabling Protected Mode Enabling Pop-Up Windows You must add exceptions for Five9 and your CRM application so that notifications can appear. 1 Select Tools > Internet Options. 2 Click the Privacy tab. 3 Check Turn on Pop-up Blocker, and click Settings. 112 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Internet Explorer 4 Add these exceptions: *.five9.com *.five9.eu *.salesforce.com 5 Click Close, and OK. 113 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Internet Explorer Customizing Intranet Sites in Internet Explorer 11 Follow these steps only if you see error messages. If Salesforce search results do not appear, verify that the Salesforce domain is not part of your intranet. Do not use this procedure with other versions of Internet Explorer. 1 Select Tools > Internet Options. 2 Select the Security tab. 3 Select Local Intranet, and click Sites. 4 Click Advanced. 114 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Internet Explorer 5 In the list of Websites, select and remove Salesforce if it is listed. 6 Click Close, OK, and OK. 7 Select Tools > Compatibility View Settings. 8 Disable Display intranet sites in Compatibility View. 115 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Internet Explorer 9 Click Close. Disabling Protected Mode Follow these steps only if you see error messages. By default, Protected Mode is enabled for the Internet, Local Intranet, and Restricted Sites zones. If it is enabled for the Web site opened in the current tab, an error message states that the Five9 adapter cannot run. To disable Protected Mode, follow these steps. 1 Select Tools > Internet Options. 2 Select the Security tab. 3 If you are using Internet Explorer 11, select Trusted Sites. 4 Click Sites. 5 Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD FS host. For example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/ IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com. 6 Click Close. 7 Select a Web content zone, and disable Enable Protected Mode. 116 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Safari Safari Enable pop-up windows, plug-ins, and cookies in the Safari Preferences, and install an extension. Enabling Pop-Up Windows and Plug-Ins Enabling Cookies Enabling Pop-Up Windows and Plug-Ins By default, your browser prevents pop-up windows. You must disable this feature. 1 Click Security. 117 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Safari 2 Disable Block pop-up windows. 3 Enable Plug-ins and click Website Settings. 4 For the Five9 Softphone Plugin, select Allow Always, and Click Done. Enabling Cookies By default, the browser limits cookies to only the pages that are visited. This feature prevents logging into the Plus Adapter for Salesforce Lightning the first time. 1 Click Privacy. 2 In Cookies and website data, click Always allow. 118 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide
Configuring Your Browser Safari 119 Five9 Plus Adapter for Salesforce Lightning Experience Agent s Guide