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Call Centers On-Demand

Five9 Administrator Guide


Version 8.0.4 - Copyright 2012 Five9 Updated June 7, 2012

Five9 Administrator Guide

Table Of Contents
GETTING STARTED .......................................................................................................................... 9
Configuring the Virtual Call Center (VCC) ................................................................................................................ 10 Using the Five9 Administrator User Interface ......................................................................................................... 11

GLOBAL SETTINGS......................................................................................................................... 15
General Information ...................................................................................................................................................17 Do Not Call (DNC) Lists ........................................................................................................................................ 18 Default Automatic Number Identification (ANI).................................................................................................. 20 Default FTP Settings............................................................................................................................................. 21 VCC Configuration: Key Performance Indicators (KPI)......................................................................................... 22 VCC Configuration: Email Notification Settings ................................................................................................... 24 VCC Configuration: Security Certificates ............................................................................................................. 26 VCC Configuration: Speed Dial Numbers ............................................................................................................. 28 Dialing Rules ........................................................................................................................................................ 29 VCC Configuration: Password Policies ................................................................................................................. 31 VCC Configuration: Local ANIs ............................................................................................................................. 34 VCC Configuration: Other Settings ...................................................................................................................... 35 VCC Configuration: Trusted IP Ranges ................................................................................................................. 37 Configure .....................................................................................................................................................................38 Managing Do Not Call (DNC) Lists ....................................................................................................................... 39 Configuring the Default ANI (Automatic Number Identification) ........................................................................ 43 VCC Configuration: Configuring Default FTP Settings.......................................................................................... 45 Setting Key Performance Indicators (KPI)............................................................................................................ 49 Defining Email Notification Settings .................................................................................................................... 51 Installing Security Certificates ............................................................................................................................. 53 Managing Speed Dial Numbers ........................................................................................................................... 56 Configuring Dialing Rules ..................................................................................................................................... 60 Defining Internal Calls Settings ............................................................................................................................ 68 Defining Skill Voicemail Settings .......................................................................................................................... 70 Defining Time Zone.............................................................................................................................................. 72 Configuring Password Policies ............................................................................................................................. 74 Defining Local ANIs .............................................................................................................................................. 76

USERS ................................................................................................................................................ 79
About User Accounts ............................................................................................................................................... 80 General Information ...................................................................................................................................................82 User Roles ............................................................................................................................................................ 83 User Permissions ................................................................................................................................................. 86 Agent Groups....................................................................................................................................................... 94 User Profiles ........................................................................................................................................................ 95 Callback Options ................................................................................................................................................ 100 User Voicemails ................................................................................................................................................. 101 User Recordings................................................................................................................................................. 103 User Voicemail Greetings .................................................................................................................................. 105 Canned Reports ................................................................................................................................................. 108 Layouts .............................................................................................................................................................. 110 2

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Configure ...................................................................................................................................................................113 Adding Users...................................................................................................................................................... 114 Adding User Profiles .......................................................................................................................................... 131 Editing User Properties ...................................................................................................................................... 136 Managing User Passwords................................................................................................................................. 140 Unlocking Users ................................................................................................................................................. 145 Removing Users ................................................................................................................................................. 147 Communicating With Users ............................................................................................................................... 152 Managing User Voicemails ................................................................................................................................ 163 Managing User Voicemail Greetings ................................................................................................................. 172 Managing User Recordings ................................................................................................................................ 175 Managing Canned Reports ................................................................................................................................ 188

SKILLS ............................................................................................................................................. 195


About Skill Groups ................................................................................................................................................. 196 General Information .................................................................................................................................................198 Skill Group Voicemail ......................................................................................................................................... 199 Skill Audio Files .................................................................................................................................................. 202 Skill Voicemail Greeting ..................................................................................................................................... 203 Configure ...................................................................................................................................................................205 Adding Skill Groups............................................................................................................................................ 206 Editing Skill Group Properties ............................................................................................................................ 208 Managing Skill Group Users............................................................................................................................... 213 Removing Skill Groups ....................................................................................................................................... 221 Managing Skill Voicemail ................................................................................................................................... 225 Managing Skill Voicemail Greeting .................................................................................................................... 234 Managing Voicemail Routing Feature ............................................................................................................... 238 Configuring Skill Audio Files............................................................................................................................... 239 Communicating With Skill Group Members ...................................................................................................... 244

LISTS ............................................................................................................................................... 249


About Call Lists ...................................................................................................................................................... 250 General Information .................................................................................................................................................252 About International Call Lists ............................................................................................................................ 253 About Call List Updates...................................................................................................................................... 254 Configure ...................................................................................................................................................................264 Adding Call Lists ................................................................................................................................................. 265 Importing / Updating Call Lists .......................................................................................................................... 267 Scheduling Call List Update ............................................................................................................................... 291 Viewing List Records .......................................................................................................................................... 303 Removing Records/Call Lists .............................................................................................................................. 305 Creating International Dialing Lists.................................................................................................................... 311 Exporting Call Lists ............................................................................................................................................. 316

CONTACTS ..................................................................................................................................... 320


About Contacts ...................................................................................................................................................... 321 General Information .................................................................................................................................................323 About Contact Updates ..................................................................................................................................... 324 3

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Contact Fields .................................................................................................................................................... 329 Data Types ......................................................................................................................................................... 332 Configure ...................................................................................................................................................................335 Adding Contacts................................................................................................................................................. 336 Displaying/Filtering Contacts ............................................................................................................................. 339 Editing/Updating Contacts ................................................................................................................................ 343 Scheduling Contact Update ............................................................................................................................... 352 Adding Contact Fields ........................................................................................................................................ 365 Removing Custom Contact Fields ...................................................................................................................... 371

DISPOSITIONS............................................................................................................................... 373
About Dispositions................................................................................................................................................. 374 General Information .................................................................................................................................................376 Disposition Types............................................................................................................................................... 377 Disposition Settings/Options ............................................................................................................................. 383 Disposition Email Notification Feature .............................................................................................................. 393 IM Notification Feature ..................................................................................................................................... 401 System Dispositions ........................................................................................................................................... 403 Configure ...................................................................................................................................................................413 Changing System Dispositions ........................................................................................................................... 414 Configuring Custom Dispositions....................................................................................................................... 423 Configuring Disposition Notification ................................................................................................................. 427

CAMPAIGNS ................................................................................................................................... 449


Outbound .............................................................................................................................................................. 450 About Outbound Campaign............................................................................................................................... 451 Outbound Campaign Properties ........................................................................................................................ 453 Inbound ................................................................................................................................................................. 469 About Inbound Campaigns ................................................................................................................................ 470 Inbound Campaign Properties ........................................................................................................................... 471 Autodial ................................................................................................................................................................. 480 About Autodial Campaigns ................................................................................................................................ 481 Autodial Campaign Properties ........................................................................................................................... 483 Autodial Campaign Types .................................................................................................................................. 495 Agent Linkback Campaign.................................................................................................................................. 496 Autodial IVR Flow Types .................................................................................................................................... 501 Campaign Profiles for Autodial Campaigns ....................................................................................................... 503 Dispositions For Autodial Campaigns ................................................................................................................ 504 Testing Autodial Campaigns .............................................................................................................................. 505 General Information .................................................................................................................................................507 Call Analysis Feature .......................................................................................................................................... 508 Call Recording Feature....................................................................................................................................... 512 Call Routing........................................................................................................................................................ 516 Call Treatment ................................................................................................................................................... 517 Call Whisper Feature ......................................................................................................................................... 518 Campaign Dialing Mode .................................................................................................................................... 519 Campaign Start Modes ...................................................................................................................................... 524 Campaign Training Mode .................................................................................................................................. 525 Campaign Status ................................................................................................................................................ 527 Dialing Rules ...................................................................................................................................................... 529 4

Five9 Administrator Guide

Dial Order .......................................................................................................................................................... 537 Disposition Reset ............................................................................................................................................... 540 Dropped Calls Settings ....................................................................................................................................... 541 Hold Music ......................................................................................................................................................... 543 List Dialing Modes ............................................................................................................................................. 544 List Position Reset.............................................................................................................................................. 551 Maximum Number Of Lines............................................................................................................................... 552 Number Redial Timeout .................................................................................................................................... 553 Queue Callbacks ................................................................................................................................................ 555 Scripts ................................................................................................................................................................ 558 Voicemail Notification ....................................................................................................................................... 560 Understanding the Dialer .................................................................................................................................. 562 Worksheets........................................................................................................................................................ 564 Post-Call Surveys ............................................................................................................................................... 566 Configure ...................................................................................................................................................................567 Creating Campaigns ........................................................................................................................................... 568 Configuring An Outbound Campaign ................................................................................................................. 579 Configuring Call Recordings per Campaign........................................................................................................ 592 Creating Post-Call Surveys ................................................................................................................................. 596 Managing DNIS (Direct Number Identification Service) .................................................................................... 609 Managing Campaign Prompts ........................................................................................................................... 612 Managing IVR Script Schedules ......................................................................................................................... 616 Managing Hold Music ........................................................................................................................................ 623 Managing Lists ................................................................................................................................................... 626 Managing Skill Groups of Outbound Campaigns ............................................................................................... 632 Managing Outbound Skills for Inbound and Autodial Campaigns ..................................................................... 636 Managing Dispositions ...................................................................................................................................... 639 Managing Connectors........................................................................................................................................ 646 Managing Worksheet Questions ....................................................................................................................... 649 Managing Scripts ............................................................................................................................................... 661 Starting Campaign ............................................................................................................................................. 668 Stopping Campaign............................................................................................................................................ 672 Updating Campaign Dispositions ....................................................................................................................... 678 Resetting Dispositions ....................................................................................................................................... 681 Resetting List Position ....................................................................................................................................... 684 Resetting a Campaign ........................................................................................................................................ 686 Troubleshooting ........................................................................................................................................................688 Troubleshooting Outbound Campaigns............................................................................................................. 689 Troubleshooting Inbound Campaigns ............................................................................................................... 692 FAQ ............................................................................................................................................................................694 Frequently Asked Questions for Autodial Campaigns ....................................................................................... 695

CAMPAIGN PROFILES ................................................................................................................. 697


About Campaign Profiles ....................................................................................................................................... 698 General Information .................................................................................................................................................699 Campaign Profile Properties .............................................................................................................................. 700 Configure ...................................................................................................................................................................706 Creating a Campaign Profile .............................................................................................................................. 707 Configuring the Campaign Profile...................................................................................................................... 712 5

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Filtering And Sorting Lists .................................................................................................................................. 717 Managing Disposition Counts ............................................................................................................................ 730 Managing Campaign Profile Layouts ................................................................................................................. 734 Assigning a Campaign Profile to the Campaign ................................................................................................. 735

PROMPTS ....................................................................................................................................... 737


About Prompts ...................................................................................................................................................... 738 General Information .................................................................................................................................................739 Default Prompts ................................................................................................................................................ 740 IVR Prompts ....................................................................................................................................................... 741 Configure ...................................................................................................................................................................742 Managing Voice Prompts .................................................................................................................................. 743 Preparing Prompts Using Text-to-Speech (TTS) ................................................................................................ 755

TEXT-TO-SPEECH (TTS) ............................................................................................................. 767


About Text-To-Speech (TTS) .............................................................................................................................. 768 General Information .................................................................................................................................................770 Routines............................................................................................................................................................. 786

IVR ................................................................................................................................................... 798


About IVR (Interactive Voice Response) ................................................................................................................ 799 General Information .................................................................................................................................................803 IVR Script Properties.......................................................................................................................................... 804 IVR Script ........................................................................................................................................................... 805 Visual IVR Script Designer .................................................................................................................................. 810 Variables ............................................................................................................................................................ 813 Default Properties ............................................................................................................................................. 816 Recorded Files ................................................................................................................................................... 817 Remote Data Access .......................................................................................................................................... 819 IVR Script Export/Import ................................................................................................................................... 821 IVR Modules ...................................................................................................................................................... 822 IVR Modules ...................................................................................................................................................... 826 Speech Recognition ........................................................................................................................................... 937 Configure ...................................................................................................................................................................947 Creating IVR Scripts ........................................................................................................................................... 948 Configuring IVR Scripts ...................................................................................................................................... 953 Using the IVR Script Designer ............................................................................................................................ 956 Exporting/Importing IVR Scripts ........................................................................................................................ 960 Scheduling IVR Scripts ....................................................................................................................................... 965 Configuring IVR Modules ................................................................................................................................... 966 Managing Variables ........................................................................................................................................... 968 Associating Campaigns ...................................................................................................................................... 974 Invoking Scripts.................................................................................................................................................. 975 Using an Agent Extension in an IVR ................................................................................................................... 977 IVR Examples.............................................................................................................................................................991 Example: Flowchart ........................................................................................................................................... 992 Example: Original Campaign's Script for Post-Call Surveys ............................................................................... 994 6

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Example: Call Survey Campaign Script............................................................................................................... 998 Example: Creating a Basic IVR Script ............................................................................................................... 1005 Example: Creating an IVR Loop........................................................................................................................ 1049

CONNECTORS ............................................................................................................................. 1060


About Connectors................................................................................................................................................ 1061 General Information ...............................................................................................................................................1062 Connector URL and Its Parameters.................................................................................................................. 1063 Connector Execution on the Agent PC ............................................................................................................ 1066 Connector Example ......................................................................................................................................... 1069 Configure .................................................................................................................................................................1070 Creating A Connector ...................................................................................................................................... 1071 Configuring The Connector.............................................................................................................................. 1074 Assigning Connectors to Campaigns................................................................................................................ 1082

REASON CODES .......................................................................................................................... 1083


Reason Codes ...................................................................................................................................................... 1084 General Information ...............................................................................................................................................1086 Custom Reason Codes ..................................................................................................................................... 1087 System Reason Codes ...................................................................................................................................... 1088 Configure .................................................................................................................................................................1089 Creating Reason Codes .................................................................................................................................... 1090 Managing Reason Codes ................................................................................................................................. 1093

WORKFLOW RULES .................................................................................................................. 1102


About Workflow Rules......................................................................................................................................... 1103 General Information ...............................................................................................................................................1104 Events for Workflow Rules .............................................................................................................................. 1105 Actions for Workflow Rules ............................................................................................................................. 1107 Workflow Rule Conditions ............................................................................................................................... 1109 Event Log ......................................................................................................................................................... 1110 Configure .................................................................................................................................................................1112 Creating and Configuring Workflow Rules ...................................................................................................... 1113 Changing Workflow Rules................................................................................................................................ 1121 Enabling/Disabling Workflow Rules................................................................................................................. 1123 Deleting Workflow Rules ................................................................................................................................. 1124

WEB2CAMPAIGN....................................................................................................................... 1126
About Web-to-Campaign Integration .................................................................................................................. 1127 Web2Campaign: Format of the HTTP Post .......................................................................................................... 1128 Web2Campaign: Parameters............................................................................................................................... 1129 Web2Campaign: Contact Fields........................................................................................................................... 1133 Web2Campaign: Processing Requirements......................................................................................................... 1134 Web2Campaign: Information Provided to the Developer................................................................................... 1135 Web2Campaign: Five9 Admin Setup ................................................................................................................... 1136 Campaign State................................................................................................................................................ 1137 List, Campaign and Campaign Profile Configuration ....................................................................................... 1138 7

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Web2Campaign: Using a Web Form.................................................................................................................... 1140 Web2Campaign: Web Form Configuration ......................................................................................................... 1141 Web2Campaign Error Codes ............................................................................................................................... 1146 Web2Campaign: Testing...................................................................................................................................... 1148

CALL VARIABLES....................................................................................................................... 1149


About Call Variables ............................................................................................................................................ 1150 General Information ...............................................................................................................................................1151 Default Call Variables....................................................................................................................................... 1152 Configure .................................................................................................................................................................1155 Creating Call Variable Groups.......................................................................................................................... 1156 Creating Call Variables ..................................................................................................................................... 1158 Configuring Call Variables in Campaign Profiles .............................................................................................. 1180 Setting Call Variable Values With Dispositions ................................................................................................ 1184 Using Call Variables in IVR Scripts.................................................................................................................... 1185 Reporting Call Variables .................................................................................................................................. 1186

GETTING SUPPORT .................................................................................................................. 1189 GLOSSARY ................................................................................................................................... 1190

Five9 Administrator Guide

Getting Started

Five9 Administrator Guide

Configuring the Virtual Call Center (VCC)


The following list outlines the recommended procedures for the initial setup of your VCC. Before setting up VCC: 1. Define initial global settings. See About Initial Domain Settings. To set up VCC: 1. Add and configure User accounts. See Adding Users. 2. Create one or more Skills. See Adding Skill Groups. 3. Outbound Campaigns: Import one or more dialing lists. See Adding Call Lists. Inbound Campaigns: Adding Contacts, Creating IVR Scripts, Configuring IVR Scripts. 4. Create Custom Dispositions. See Adding Custom Dispositions. 5. Profiles and Connectors are optional and not required to get started. 6. Create an Outbound Campaign or an Inbound Campaign.

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Using the Five9 Administrator User Interface


Use the Five9 Administrator to set up and manage your Virtual Call Center (VCC). The Administrator screen is divided into two sections: Navigation Pane and List Pane. Navigation Pane - The left section of the window is the Navigation Pane. It lists folders that represent the categories for the configuration of your Virtual Call Center.

List Pane - The right section is the List Pane. To view a list of items (objects) in a folder, click the folder name in the Navigation Pane. The objects will be displayed in the List Pane.

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How To Add Objects


There are two methods for adding items (objects) in the Administrator window.
METHOD 1

Right-click on the folder in the Navigation pane and select "Add <OBJECT_NAME>."

METHOD 2

Highlight the folder in the Navigation pane. In the toolbar, click on "Add Object" (+ button).

How To Edit Objects


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To edit or configure an object, right-click on the object name in the List pane and select "View Properties," or double-click on the object.

Most objects can be quickly renamed using the right-click menu and selecting "Rename."

How To Delete Objects


To delete an object, right-click on the object and select "Remove Object."

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You can also select a folder in the Navigation pane and click on "Remove Object(s)" in the toolbar.

Note: You may lose reporting data if you delete an object. Be sure you have exported the reports you need before deleting. If you no longer need an object such as a Skill Group, List, or Disposition, you can remove it from the Campaign rather than deleting it. Doing this will retain the reporting data associated with that object.

Next Step
Now you are ready to start the configuration of your Five9 domain. Refer to Setting Up the Virtual Call Center (VCC).

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Global Settings
About Initial Domain Settings
There are system-wide settings to consider before starting the Virtual Call Center (VCC) setup procedures. These options are accessible from the "Actions" menu.

1. DNC List - The list of Do Not Call numbers, useful for Outbound Campaigns (Read the general description in Do Not Call (DNC) List and see the "how-to" guide in Managing Do Not Call (DNC) Lists). 2. Default ANI - Read the general description in Default Automatic Number Identification (ANI) and see the "how-to" guide in Configuring Default Automatic Number Identification (ANI). 3. Setting global configurations for your domain ("Configure" menu item): Export - Read the general description in Default FTP Settings and see the "how-to" guide in Configuring Default FTP Settings. KPI - Read the general description in Key Performance Indicators (KPI) and see the "how-to" guide in Setting Key Performance Indicators (KPI). Email - Read the general description in Email Notification Settings and see the "how-to" guide in Defining Email Notifications Settings. Certificates - Read the general description in Security Certificates and see the "how-to" guide in Installing Security Certificates. Speed Dial - Read general description in Speed Dial Numbers and see the "how-to" guide in Managing Speed Dial Numbers. Local ANIs - Read general description in VCC Configuration: Local ANIs. 15

Five9 Administrator Guide

Dialing Rules - Configuration of dialing rules for states, during the specified days and time range. Read general description in Dialing Rules and see the "how-to" guide in Configuring Dialing Rules. Password Policies - Read general description in VCC Configuration: Password Policies. Other - Read general description in Other Settings and see the "how-to" guide in Defining Internal Calls Settings and Defining Skill Voicemail Settings. Trusted IP Ranges - Read general description in VCC Configuration: Trusted IP Ranges.

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General Information

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Do Not Call (DNC) Lists


The "Set DNC" module places the callers phone number on your domains local Do Not Call list.

In-house Do Not Call list


If you are going to run outbound telemarketing campaigns, you may want to add an "In-house" Do Not Call list to your Five9 domain. As the Dialer processes phone numbers, it will automatically check against this list. If a number is found, it will not be dialed. Note: The "In-house" Do Not Call list feature is not intended to manage national or regional DNC lists. Before importing into Five9, your call lists should be scrubbed against national or regional DNC lists. When your account is set up, the DNC list is empty. Five9 does not supply Do Not Call Lists. The list is populated by: Importing a list of numbers. Using a Disposition of "Add to DNC" type.
IMPORTING A LIST OF NUMBERS

The following steps explain how to add an "In-house" Do Not Call list. 1. Create a text file containing Do Not Call Numbers. The file should be a single column of phone numbers only (one phone number per line, with no additional characters). 2. Use the "Import Numbers Into DNC List" option to add your list into Five9. The full description can be found here: Managing DNC (Do Not Call) Lists.

USING A DISPOSITION OF "ADD TO DNC" TYPE

Five9 allows you to add a phone number to the "In-house" DNC list using a disposition of "Add To DNC List" type.

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After a call has been made and the contact requests to be put on your DNC list, an agent can add the number to the DNC list by selecting the "Add to DNC List" disposition you create. Numbers in your local DNC list will not be dialed by any campaigns. Read more in Disposition Types.
SETTING DNC-RELATED PERMISSIONS

For the Agent users, Administrators can set a number of permissions related to using DNC list: User Can Add Numbers to DNC List Note: With this permission unchecked, agents can still use custom dispositions that add numbers to the DNC List. User Can Manually Dial DNC-Listed Numbers Read more about user permissions in User Permissions.

National Do Not Call Registry


If conducting outbound cold call telemarketing, you may need to scrub your list against the proper state or national Do Not Call lists before importing into your Virtual Call Center (VCC). Suppliers, such as "Contact Center Compliance", provide these services. You can visit them at www.dnc.com.

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Default Automatic Number Identification (ANI)


The Automatic Number Identification (ANI) is the number that appears in the caller ID display for outbound calls from your Five9 VCC. The default ANI must be set for your VCC. Telemarketing regulations require a valid ANI number. If you leave the default ANI blank, you will receive an error message when starting an Outbound Campaign or making an outbound manual call. Read more in Configuring Default Automatic Number Identification (ANI).

To override the default ANI for a campaign, create a Campaign Profile for the campaign and define the new ANI in the Campaign Profile properties window, "General" tab. See Campaign Profile Properties. You can add mapping for local ANIs. This feature allows you to display ANI numbers for return calls that are local to your contacts. Read more in VCC Configuration: Local ANIs.

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Default FTP Settings


FTP for Recordings The Five9 VCC includes the option to record agent calls (Recording options are explained in Outbound Campaign Properties). Each recorded call is stored in a single file in WAVE format. Note: The default maximum call recording length is limited to one hour per call. If you would like to increase the maximum recording length up to three hours, please contact Five9 Support. By default, the number of simultaneous call recordings are also limited to 20% of the provisioned agent seats. Any agent recording is transferred to your FTP server on a daily basis. The recordings are stored on the Five9 system for 30 days and can be accessed from the User Properties of the agents account (see Voicemail/Recording Options). Rather than storing the recordings on the Five9 VCC, customers can choose to send the files to their own FTP site. This option requires that the customer has their own FTP server. You can also configure FTP settings for each individual campaign. The campaign FTP settings will override the settings on the VCC Configuration page. See Outbound Campaign Properties. FTP for Scheduled Reports Reports can be scheduled for execution at a specified time. The generated report will be sent to the defined email address and optionally upload to FTP in the specified format.

The setting for FTP are set in Actions Configure refer to Configuring Default FTP Settings.

Export. To configure the default FTP settings,

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VCC Configuration: Key Performance Indicators (KPI)


The Five9 Administrator can set two "Key Performance Indicators" or KPI. These settings are used to customize some of the statistics available in the Supervisor application and in Reporting. Parameters of KPI Speed of Answer - Typically used for Inbound Campaigns, this parameter determines how "Service Level" is calculated in the Supervisor application. For example, if your goal is to answer inbound calls within 30 seconds, you would set the "Speed of Answer" to 30. The "Service Level" statistic will then show the percentage of calls answered within 30 seconds. The "Service Level" is displayed in two formats in the Supervisor application. "Service Level Queue" measures the time to answer a call. "Service Level Talk" includes the agent talk time. Therefore, "Service Level" can be used to measure the performance of Outbound Campaigns also. In the case of Outbound Campaigns, "Service Level Talk" will show the percentage of calls processed in the time specified for "Speed of Answer." The "Service Level" statistics are found in the Supervisor application. Minimum Time - Allows the Administrator to set the minimum call length to be included in "Service Level" statistics. Short calls such as hang-ups or wrong numbers should not be included in the "Service Level" statistics. Calls shorter than the "Minimum Time" setting are excluded from "Service Level" statistics. Agent Productivity Exceptions The following settings are used by reports to identify possible agent productivity exceptions. They define time-based thresholds that signal a deviation from the normal or expected agent performance, and can be used to identify agents that frequently exhibit negative behavior. Long Call Duration Short Call Duration Long ACW Time - Long After Call Work Time Duration (time spent in the Wrap-Up state). Short ACW Time - Short After Call Work Time Duration (time spent in the Wrap-Up state). Long Hold Duration Long Park Duration Read more in Setting Key Performance Indicators.

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VCC Configuration: Email Notification Settings


The Five9 VCC provides email notification options. To configure the global settings, see Defining Email Notifications Settings. Voicemail Notification The Five9 system provides the option to send an email notification when an agent, or any User account, receives a voicemail message. Depending on the configuration selected, the email message can include the voicemail message as an attachment. Voicemail notification is enabled and configured from the properties of each User account. Read more in Voicemail/Recording Options. 1) In the "Email address to receive error messages" box, enter the email address you want to use to receive error messages. This address will be used for bounced email messages and as the Reply-To address. 2) Select a maximum size for the voicemail attachment. Voicemail attachments can be very large depending on message length. By setting a maximum size, you can avoid overwhelming an email account with a very large attachment. If a voicemail attachment is over the specified size, the email notification is still sent, but without the attachment. Read more in Voicemail Notification. New User Notification In the "E-Mail" tab, there is an option to send User login credentials to a newly created User's email address. Read more in Adding Users. Inbound Line Utilization Utilization threshold - Use this option to set the line utilization threshold in percents. Send e-mail when inbound line utilization reaches threshold to - Use this option to define the email address to send e-mail to, when line utilization reaches threshold.

Maintenance Notice Notification Send Maintenance e-mail notifications to - Use this option to define e-mail address to send maintenance e-mail notifications to.

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Note: The "Disposition Notification" section that was available in versions prior to 7.1 has been removed from the "Email" tab. This configuration is no longer global and is moved to individual disposition settings. See Disposition Email Notification Feature for details.

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Five9 Administrator Guide

VCC Configuration: Security Certificates


When configuring an IVR to retrieve data from an external data source, you can use a secure SSL connection. For additional server authorization, you may upload a security certificate to the Five9 system. Certificate configuration can be used for: system disposition connectors; IVR Script to retrieve data from an external data source. The "Security Certificates" tab in the "Configure" window allows you to import your security certificate(s). Five9 supports importing .CRT files or enabling the "Accept All Certificates" option. Notice: Importing certificates is only needed for unsigned ("hand-made") certificates only. Certificates signed by an authority (such as VeriSign, Thawte, etc.) will be accepted by the VCC automatically. Any signed certificates that are imported will return a "The file is corrupt error. Tip: You can generate an unsigned certificate, for example, with keytool utility using the following command: keytool -genkey -alias mykey -keyalg RSA -validity 3650 -keystore mykeys.keystore Tip: Five9 VCC usual client in the HTTPS connection (as a web browser, for example). Once your web server is configured to use the certificate in SSL, try to send HTTPS request to the server from any web browser. If it works then no more activity is required, it should work in IVR too. If the browser will ask about the certificate, most likely VCC will need it as well and you need to import it to the system. Here is the description of the "Security Certificates" tab in the "Configure" window. Columns Issued by Issued to Valid from Valid till Functions Add - This button opens a standard File selector dialog. The default file extension for certificates is *.crt. Remove - Removes the selected items. Accept all certificates - The check box is unchecked by default. If you set it to "ON," the system will allow connection with web servers, even if their certificates cannot be found among the imported ones. Read more in Installing Security Certificates Creating a CA-Signed Certificate

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See also: Query Module Remote Data Access

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Five9 Administrator Guide

VCC Configuration: Speed Dial Numbers


The "Speed Dial" feature provides fast access to your most frequently dialed outbound numbers in the Agent application. You can define short codes to enter instead of entering full-length phone numbers each time. Code - An up-to-three character (digit or letter) code to identify the number. Number - Full valid phone number. Description - Any explanation of the speed dial number. Read more in Managing Speed Dial Numbers.

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Dialing Rules
Dialing Rules function allows Administrators to create rules that will prevent the VCC from calling contacts in specified states during the specified time range. You can also define the rule for any state (use [Any] option.) You can apply the rule to the dialed number's time zone or to the fixed time zone. The rules may be applied to the manual calls. The rule's options include the calling hours options. Dialing Rules can be added in the "Dialing Rules" tab of the "VCC Configuration" window. The upper section lists all campaigns currently set to follow these dialing rules. The lower section contains the rules.

Below is the configuration screen of the Dialing Rule. The time specified here is the period when dialers will not dial numbers in that state. Read more in Configuring Dialing Rules.

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Campaigns can be configured to Dialing Rules in the "General" tab of the campaign properties window. Read more in Outbound Campaign Properties.

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VCC Configuration: Password Policies


Administrators can configure password policies for their domain. Password options are configured on the "VCC Configuration" window. See also: Configuring Password Policies.

Note: Additionally, each user account has the following options to be set by administrator: "User Can Change Password" and "User Must Change Password On Next Login."
PASSWORD COMPLEXITY

The password options include requiring users to have passwords with at least a specified length. Note: It is recommended all Five9 user passwords must be a minimum of 8 characters. Users can be required to configure passwords that include capital letters (A, B, C, etc), special characters (*, !, $, %, _, -, etc), and numbers (1, 2, 3, etc). The password policy defined by Administrator is shown to agents on the "Change Password" window. When a new password is entered, it must meet the policies specified in the Administrator application. Additionally, passwords cannot match the user name, even if the password conforms to the other requirements.

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PASSWORD EXPIRATION PERIOD

In addition, Administrators can configure password expiration periods. Users have their password expiration set to 60 days by default, unless a different expiration duration is specified by an Administrator. If the user password is close to its expiration date, the Administrator will receive a notification.

You can double click on a user name in the list above to open the properties window. After the password has expired, the user cannot log in to the application and receives a notification to contact the administrator in order to change their user account password:

PASSWORD HISTORY

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By default, the system will remember the users last 5 passwords and will not allow these passwords to be re-used. The password history setting can be increased for stronger security but cannot be lower than 5. The system does not allow you to specify a new password that is identical to one that was recently used:

NUMBER OF UNSUCCESSFUL LOGIN ATTEMPTS

Administrator can set user lockouts, i.e. maximum number of unsuccessful login attempts before a user account is locked. After a user account is locked, further login attempts are ignored and the user will receive a message.

Read more in Unlocking Users.

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VCC Configuration: Local ANIs


Administrators may configure associations between the outgoing displayed phone numbers (ANIs) and the area codes to which outbound calls are dialed. This feature allows you to display ANI numbers for return calls that are local to your contacts. When using this feature, the caller ID phone number displayed to dialed contacts can be based on the area code of the contacts phone number. You can configure ANI number mappings on the "VCC Configuration" window. Calls to area codes that are not mapped will use the ANI configured in the Campaign Profile associated with the campaign, or your domains default ANI number. See Default Automatic Number Identification (ANI). Read the how-to guidelines in Defining Local ANIs.

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VCC Configuration: Other Settings


You can define miscellaneous settings for your Virtual Call Center (VCC). They are located in the "Other" tab in the "VCC Configuration" window. The options below apply to all agents on the domain. Associating Manual Calls with Campaigns Default campaign for manual external calls - You can select a campaign which will be selected by default when agents start manual calls to external numbers. Agents may manually select campaign - If you choose this option, the agents will be allowed to change the campaign selected by default in the Make Call dialog. May select [None] - If you enable this option, agents will be able to make manual calls not associated with any campaign. Always use default campaign for manual calls - If you choose this option, agents will not be allowed to make manual calls from campaigns other than the one selected as the "Default campaign for manual external calls.. Internal Calls These settings apply to for internal calls, i.e. agent-to-agent or agent-to-skill group. Internal call queue timeout (mm:ss) - Defines how long to wait for the call to be answered by another agent. The default value is 20 seconds. Transfer timed-out internal calls to skill voicemail - Determines if an internal call to a skill group should be sent to the skill group voicemail if the timeout expires. Skill voicemail Voicemail acceptance timeout (mm:ss) - When a skill group voicemail is transferred to an agent, this setting determines the length of time to wait for the agent to accept the voicemail. If the agent does not accept the voicemail within the timeout period, it will be transferred to the next agent in the skill group. See also: Skill Group Voicemail. Reason Codes Reason Codes - This check box allows you to enable/disable the use of "Not Ready and "Logout Reason Codes for agents within the system. See Reason Codes for the details. Dial Attempts Dial Attempts - Option to allow agents to see call attempts that were automatically dispositioned by the dialer in the "Contact Sessions" panel of the "Contacts" screen in the Agent application. Default Time Zone This option allows you to set up date and time for the Administrator, Supervisor, and Agent applications, for all users on a domain. The selected date and time will be displayed in all the places where date or time is shown. This change applies to contact fields, as well as to any other assorted places where a date/time is shown (e.g., the "State Since" column in Supervisor Agents tab Agent State panel). For read-only fields, the time-zone abbreviation is shown in the field, itself. For editable fields, the time-zone is shown in the tooltip, if hovering the mouse over the field. Note: To apply changes you need to log out and log in back. 35

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Read more in Defining Internal Calls Settings, Defining Skill Voicemail Settings.

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VCC Configuration: Trusted IP Ranges


In the "Trusted IP Ranges" tab of the "VCC Configuration" window, you can configure IP ranges from which access to VCC applications is allowed. When one or more Trusted IP Ranges are configured, all users must access the software via a workstation with an IP address within one of the configured ranges. Click on "Add to add a new line in the list, where you may specify an IP range (with "Start and "End IP Addresses). Once all applicable IP ranges are configured, enable the "Restrict Access to Trusted IP Ranges check-box and click on "Save.

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Configure

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Managing Do Not Call (DNC) Lists


This topic describes work with DNC Lists in the Five9 Administrator application. Read more in Do Not Call (DNC) List.

SUMMARY

How to import DNC numbers | How to check DNC List For numbers | How to remove numbers from the list

How to Import DNC Numbers


Follow the instructions below to import the text file containing DNC numbers into the Five9 system. Notice: The DNC file should contain only a single column of phone numbers without any additional characters. It must be saved in standard text format (.txt). Notice: Due to the large file size of many Do Not Call lists, Five9 limits importing to the hours of 10:00pm to 5:00am Pacific Time. If you start the import outside these hours, you will receive the following message:

1. From the "Actions" menu, select "Import Numbers Into DNC List."

The "Import DNC List" dialog will appear. 2. Select your DNC file and click on "Import." 39

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How to Check the DNC List for Numbers


Follow the instructions below to check for a number in your DNC List. 1. From the "Actions" menu, select "Check DNC List For Numbers."

2. Select the file that contains the list of numbers to be checked against the local DNC list and click on "Check Numbers."

The Progress dialog opens when you click "Check Numbers." Please wait while the system goes through the list to check the numbers. This will take few moments, depending on the list size.

When the system has finished processing the list, you will see a message stating that you have exported x number of records to a .csv file. 40

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The file will open with the displayed results. The file will indicate "yes" for the numbers that are in your DNC list and "no" for numbers that are not in your DNC list.

How to Remove Numbers from the List


Follow the instructions below to remove numbers from your DNC list. 1. From the "Actions" menu, select "Remove Numbers From DNC List."

2. Select the file that contains the list of numbers to be removed from the local DNC list and click on "Remove Numbers." The list should contain a single column of phone number in a text file.

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The Progress dialog opens when you click "Remove Numbers." Please wait while the system goes through the list to remove the numbers. The time this takes will depend on the list size.

When the system finishes processing the list, a window will open displaying the results.

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Configuring the Default ANI (Automatic Number Identification)


This topic describes work with the default ANI in the Five9 Administrator application. Read more in Default Automatic Number Identification (ANI).

SUMMARY

How to set up your default ANI | How to view default ANI

How to Set up your Default ANI


Follow the instructions below to set up your default ANI (Automatic Number Identification). Notice: A valid ANI is required. 1. From the "Actions" menu, select "Set Default ANI."

2. In the "Input" dialog box, type the ten digit phone number you would like to use as your default ANI. You do not need a "1" in front of the number. Note: If you will be using a Five9 Inbound Campaign, you can use the phone number assigned to that campaign as your default ANI. Be sure to have the Inbound Campaign set up and tested before using it as your default ANI.

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3. Click on "OK" when you are finished.

How to View Default ANI


Follow the instructions below to view your default ANI (Automatic Number Identification). 1. From the "Actions" menu, select "View Default ANI."

2. Your default ANI will be shown in a message window.

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VCC Configuration: Configuring Default FTP Settings


This topic describes working with default FTP Settings in the Five9 Administrator application. Rather than storing the recordings in the Five9 VCC, customers can choose to transfer files to their own FTP server. Agent recordings will be transferred to your FTP server on a daily basis. Note: This option requires that the customer has their own FTP server. Note: You can also configure FTP settings for each individual campaign. The campaign FTP settings will override the settings on the VCC Configuration page. Read more in Outbound Campaign Properties.

SUMMARY

How to configure FTP for recordings | How to configure FTP for scheduled reports

How to Configure FTP for Recordings


Follow the instructions below to configure the default FTP settings for keeping recordings. Note: The default maximum call recording length is limited to one hour per call. If you would like to increase the maximum recording length up to three hours, please contact Five9 Support. By default, the number of simultaneous call recordings are also limited to 20% of the provisioned agent seats. 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define the global configuration for your domain. Select the "Export" tab.

3. Enter the FTP settings for your FTP server under "FTP Parameters for Recordings" heading: 45

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FTP Hostname - Enter a FTP server name, which must be either a valid, fully qualified domain name or a valid IP address. Do not enter "ftp://". Enter only the domain name. FTP Username FTP Password

4. Click on "Test FTP" to verify a successful connection.

If the test completes successfully, you will receive the following message:

5. Click on "Save." Notice: If you do not click on "Save" before you click "Exit," all changes will be discarded.

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How to Configure FTP for Scheduled Reports


Follow the instructions below to configure the default FTP settings for keeping scheduled reports. 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define the global configuration for your domain. Select the "Export" tab.

3. Enter the FTP settings for your FTP server under "FTP Parameters for Scheduled Reports" heading: FTP Hostname - Enter a FTP server name, which must be either a valid, fully qualified domain name or a valid IP address. Do not enter "ftp://". Enter only the domain name. FTP Username FTP Password

4. Click on "Test FTP" to verify a successful connection.

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If the test completes successfully, you will receive the following message:

5. Click on "Save." Notice: If you do not click on "Save" before you click "Exit," all changes will be discarded.

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Setting Key Performance Indicators (KPI)


Follow the instructions below to set Key Performance Indicators (KPI) for the Five9 Supervisor application. Read more in Key Performance Indicators (KPI). 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. Select the "KPI" tab.

3. Define the following KPI settings: Speed of Answer (sec) Minimum Time (sec) The settings are described in Key Performance Indicators (KPI). Note: You can click on "Default" to set the default values.

4. Define the agent productivity exception parameters, used in reports. Note: You can click on "Default" to set the default values. Long Call Duration 49

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Short Call Duration Long ACW Time - Long After Call Work Time Duration (time spent in the Wrap-Up state). Short ACW Time - Short After Call Work Time Duration (time spent in the Wrap-Up state). Long Hold Duration Long Park Duration 5. Click on "Save." Notice: If you do not click on "Save" before you click "Exit," all changes will be discarded.

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Defining Email Notification Settings


Follow the instructions below to configure the global settings for voicemail and disposition email notifications. Read more in Email Notification Settings. 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. Select the "E-Mail" tab.

3. Define the necessary parameters for the e-mail notifications: Voicemail notification Email address to receive error messages - Enter the email address you want to use to receive error messages. This email address will also be used as the reply-to address. Max size of attached voicemail - Use the drop-down menu to control the maximum size for voicemail attachments. New users notification Send new users email with login credentials Inbound line utilization Utilization threshold - Use this option to set the line utilization threshold in percents. Send e-mail when inbound line utilization reaches threshold to - Use this option to define the e-mail address to send e-mail to, when line utilization reaches threshold. Maintenance notice notification Send Maintenance e-mail notifications to - Use this option to define e-mail address to send maintenance e-mail notifications to.

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The options are described in Email Notification Settings.

To save the modified settings, click on "Save." Notice: If you do not click on "Save" before you click "Exit," all changes will be discarded.

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Installing Security Certificates


When configuring an IVR Script to retrieve data from an external data source, you can use a secure SSL connection. Follow the instructions below to install Security Certificates for IVR data access. You may upload a security certificate to the Five9 system for additional server authorization. Certificate configuration can also be used for system disposition connectors. Read more in Security Certificates.

How to install a certificate


1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. Select the "Certificates" tab.

3. Click on "Add."

4. In the dialog box, select the file that contains the certificate and click on "Open." Note: Certificate files have a .crt extension.

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5. The selected certificate will appear in the certificate list.

6. To save the certificate in the system, click on "Save." Notice: If you do not click on "Save" before you click "Exit," all changes will be discarded.

Optionally, check the "Accept All Certificates" option to allow the system to accept the certificates from all servers and trust them. If this option is unchecked, the system will only trust the servers associated with certificates already in the list or signed by a Certificate Authority.

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How to remove a certificate


To remove a certificate from the system, follow the instructions below. 1. Select it in the certificates list and click "Remove."

2. Then, confirm the operation.

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Managing Speed Dial Numbers


Follow the instructions below to manage Speed Dial Numbers for the Agent application. Read more in Speed Dial Numbers.

SUMMARY

How to add speed dial numbers | How to delete speed numbers

How to Add Speed Dial Numbers


1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configuration for your domain. Select the "Speed Dial" tab.

3. All existing speed dial numbers are listed here. Click on "Add" to add a new speed dial number.

4. When the window opens, enter the following speed-dial information: Code - An up-to -three character (digit or letter) code to provide quick access to the number in the Agent application, in the Make Call, Add Conference Participant, or Transfer Call dialogs. Number - Full valid phone number. You can enter international numbers with up to 20 digits. 56

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Description - Any explanation of the speed dial number.

5. Click on "OK."

6. The new line will appear in the list.

How to Delete Speed Dial Numbers

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1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configuration for your domain. Click on "Speed Dial."

3. All existing speed dial numbers are listed here. To remove a speed dial number, select the number in the list. You can select several items by holding down <CTRL> or <SHIFT>.

4. Click on "Remove."

5. Confirm your request to delete the selected speed dial numbers by clicking "Yes."

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6. The number(s) will be removed from the list.

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Configuring Dialing Rules


This topic describes how to configure Dialing Rules in your Five9 Administrator application.

SUMMARY

How to add a Dial Rule | How to remove the Dial Rule

How to Add a Dialing Rule


Follow the instructions below to add a Dialing Rule. Notice: Dialing Rules are applied on the basis of the values of the "State Contact field. Before using Dialing Rules, make sure the "State" field is not empty in your dialing lists. 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. Select the "Dialing Rules" tab.

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3. In the "Dialing Rules" tab, the upper section lists all campaigns currently set to follow these dialing rules. The lower section contains the already added rules.

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4. To add a rule, click on "Add."

5. The "Create Dialing Rule" window will open. Define the following options: Rule Name - The name for the rule, which will be shown in the table in the "State Dialing Rules" tab. State/Province - Select a US state or Canadian province from the drop-down menu. Possible Contact Text - A comma-separated list of how this state might be indicated in the calling list. The system will list some possible contact field text, by default. If needed, add additional text that can be contained in the "State" contact fields. For example, "Alabama, AL" in this field would indicate that this Dialing Rule would apply to contact records that have either "Alabama or "AL as the value for the "State contact field. Date - Select one of the following date options: 62

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Days of Week - Select this option to apply the State dialing rules based on days of the week instead of a date range. Select this option to comply with telemarketing laws in each state, without any manual intervention with campaigns. Date Range - Use this option for specific dates, during which campaigns should not dial to the specified state. For example, such a rule can be used to exclude state holidays from your dialing activity. You can specify a date range which contains one or multiple days: From (date) To (date) Time - The Time section will determine if the contact will not be dialed for the whole day, or only for certain hours of the day. Select one of the following time options: All Day Long - Select this option to apply the dialing restriction for the entire day. This option can be selected if you do not need to dial customers on the specified days. For example, such a rule can be used to exclude holidays from dialing. Time Range - Select this option to apply the dialing rule for the specified time range, between the entered hours. For example, you may not want to dial after 8 PM every day or on Sundays before 10 AM. Note: Campaign dialing time options can also be specified in Profile properties (the "Start After" and "Stop Before" options). Time zone - Allows you to select flexible (dialed number's) or fixed time zone. Note: All of the time zones that have DST shifts will automatically shift based on whether DST is in effect or not.

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6. Click "OK" to add the rule to the list. Note: The configured rule is applied to all automatically dialed calls. If you also want to apply the rule to manual calls, you should check the box at the bottom.

7. Add as many rules as you need. Repeat the described process for each addition. 8. To apply the Dialing rules to a particular campaign, enable the "Follow the restrictions on state dialing hours/dates" option in the "Dialing Options" tab of the campaign properties window. See also: Outbound Campaign Properties. Notice: Dialing Rules will not be applied to campaigns that do not have the "Follow the restrictions on state dialing hours/dates option enabled in Campaign Properties.

How to Remove the Dial Rule


1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. Select the "Dialing Rules" tab.

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3. In the "Dialing Rules" window, the upper section lists all campaigns currently set to follow these dialing rules. The lower section contains the already added rules.

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4. To remove the rules, select one or several items in the list and click "Remove."

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5. Confirm your request to delete by clicking "OK."

6. The item(s) will disappear from the list.

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Defining Internal Calls Settings


Follow the instructions below to define internal call settings. 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. Select the "Other" tab.

3. Define the necessary internal call settings. Internal call queue timeout (mm:ss) Transfer time-out internal calls to skill voicemail The purpose of these fields is described in Other Settings.

4. Click on "Save" to save the new settings. Notice: If you have not clicked on "Save" before you click "Exit," all changes will be discarded. 68

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Defining Skill Voicemail Settings


Follow the instructions below to define Skill Group voicemail settings. Read more in Skill Group Voicemail. 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. Select the "Other" tab.

3. Define the necessary skill group voicemail settings. Transfer time-out internal calls to skill voicemail Voicemail acceptance timeout (mm:ss) The purpose of these fields is described in Other Settings.

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4. Click on "Save" to save the new settings. Notice: If you have not clicked on "Save" before you click "Exit," all changes will be discarded.

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Defining Time Zone


Follow the instructions below to define Time Zone settings. 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. Select the "Other" tab.

3. From the drop-down list, select the necessary time zone.

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The purpose of this option is described in Other Settings.

4. Click on "Save" to save the new settings. Notice: If you have not clicked on "Save" before you click "Exit," all changes will be discarded.

5. To apply changes, you will be required to log out and log back into the application. Click "OK."

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Configuring Password Policies


Follow the instructions below to set password options for your domain. Read more in Password Security. 1. Open the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define the global configuration for your domain. Select the "Password Policies" tab.

3. Define the following options: Password Complexity - Requirements for the password characters and their number. Minimum Password Length - The smallest possible number of characters for the user password. Mandatory option. The default and minimum allowed value is 6. It can be increased to require stronger passwords. Minimum Number of Special Characters - Optional setting which allows you to require a certain number of special characters to be included in user passwords. Special characters are those that are not alphabetic or numeric, such as punctuation marks, $, %, etc. Minimum Number of Capital Characters - Optional setting which allows you to require a certain number of capital characters to be included in user passwords. Minimum Number of Number Characters - Optional setting which allows you to require a certain number of numeric characters to be included in user passwords. User Lockout Policies Maximum Invalid Login Attempts - The largest possible number of unsuccessful login attempts before a user account is locked. The default value is 5. After a user account is locked, further login attempts are ignored. To unlock an account, the Administrator must reset the password. See Managing User Passwords. Maximum Administrator's Invalid Login Attempts - The largest possible number of unsuccessful login attempts before an administrator user account is locked. Default value is 3. After a user account is locked, further login attempts are ignored. 74

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To unlock an account, the Administrator must reset the password. See Managing User Passwords. User Password Expires in - The number of days a password can be used before the user is required to change it. The user will be prompted to change the password after the expiration time. The default value is 60. Enforce Password History - By default, the system will remember the users last 5 passwords and will not allow these passwords to be re-used. This setting can be increased for stronger security but cannot be lower than 5.

4. Click "Save" to apply the password setting. Notice: If you have not clicked on "Save" before you click "Exit," all changes will be discarded.

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Defining Local ANIs


This page describes how to configure associations between the outgoing displayed phone numbers (ANIs) and the area codes to which outbound calls are dialed. See general information on this topic in VCC Configuration: Local ANIs.

1. Click on the "Actions" menu and select "Configure."

2. The "VCC Configuration" window allows you to define global configurations for your domain. 3. Select the "Local ANIs" tab.

4. To add a mapping, click the "Add" button.

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5. In the ANI field, enter the phone number to be used as the outgoing caller ID number (the ANI).

6. Click "Add" to enter the area code that will use this ANI number.

7. Enter your code in the displayed dialog window and then click "OK."

8. The added area code will be displayed in the list on the "Create ANI Association" window. 9. Repeat Step 7 for each area code you need to add for this ANI number.

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10. Click "OK" to save the ANI association.

11. The added ANI association will appear on the "Local ANI's" tab.

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Users

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About User Accounts


Each User in the VCC is identified by a User Name, full name, email address, and one or more roles. The User Name is the login ID. The Users roles determine whether they can access the three Five9 VCC applications and/or the Reporting portal. For each User account you need to define the following: User Name - The User name is the login ID. Once configured, it cannot be changed. Full name Email address Role(s) - There are four types of roles: Administrator, Supervisor, Agent, and Reporting. The Users roles determine whether they can access the three Five9 VCC applications and/or the Reporting portal (read more in User Roles).One User can fulfill one or several roles. User lists can be accessed by selecting the "Users" folder in the Navigation pane. All Users will be displayed in the List pane on the right.

There, you can see the following columns: User Name First Name Last Name Extension Full Name Skills Roles User Profile 80

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Status The information displayed in the columns can be accessed and updated via the "User Properties" window. Users with "Agent" or "Supervisor" Roles can be organized in Skill groups (Skills) and ranked within those Skill groups. Agent Groups provide you with a way to configure organizational groupings with your Agents, in addition to Skills, for use in the Supervisor application. User Profiles enable rapid configuration of users: assigning roles and Skills, defining Contact record layouts. It is also possible to access the agents' callbacks, voicemail, and recordings and to communicate with Users via Chat Sessions and Messages.

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General Information

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User Roles
The roles of the Users determine which of the three Five9 applications they can access: Five9 Administrator Five9 Supervisor Five9 Agent Five9 Reports (web portal) There are four User roles: Administrator - Responsible for setting up the Virtual Call Center and managing day-to-day operations as described in this Guide. The tools available to an administrator are located in the "Five9 Administrator" application. Supervisor - Responsible for monitoring agents and campaigns. The supervisor can view who is currently logged in, monitor agent status, monitor chat sessions, monitor campaigns, and run reports. The tools available to a supervisor are located in the "Five9 Supervisor" application. For more information, see the "Five9 Supervisor Guide." Agents - Responsible for processing calls from Inbound or Outbound Campaigns. The tools for an agent are available in the "Virtual Call Center Agent" application. For more information, see the "Five9 Agent Guide." Reporting - Responsible for running various historical reports from the Reports web portal, available after logging in to Five9. A User can have one or several roles. If the User has multiple roles, they can use the same login account for all three Java applications and the Five9 website. User roles are defined in the "Roles" tab while adding a new user. The default User role is "Agent." A User must have at least one role. Read more in Adding Users. Below you can see the User properties window with the "Roles" tab selected.

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The "Select Role(s)" window opens when clicking on "Add," and allows you to select more roles for the current User. Once defined, User roles can be changed in the User "Properties" window, "Roles" tab. Read more in Editing User Properties.

Note: If a user has a User Profile assigned, the "Roles" tab is disabled in the user properties window as the roles are defined in the User Profile window. Below you can see the User Profile "Properties" window and must be changed for all users.

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User Permissions
User permissions are the actions a User is allowed to perform within the system. For example, "User Can Make Calls" and "User Can Monitor Agents." User permissions are defined in the "Roles" tab under "Permissions" in the User properties window or in the User Profile properties window. Possible User permissions depend on the selected User role (User Roles). The permission options listed in the "Roles" tab are specific to the selected role. Read more in Editing User Properties.

AGENT FLAGS

Agent User permissions include the following actions: User Can Make Transfer - Allows the User to transfer calls to another agent or to a phone number outside the Five9 system (3rd party transfer). User Can Receive Transfers - Allows the User to receive transfers from other agents. User Can Create Conference - Allows the User to add a conference participant on a call. User Can Create Callbacks - Allows the User to create Callback reminders. With this permission enabled, the agent is able to create callbacks for customers who were contacted during the User's login session. With this permission unchecked, the "Add Callback" button in the Agent application is disabled. Note: This permission does not require the "User Can Make Calls" permission to be enabled. User Can Make Calls - Allows the User to dial calls manually and make callbacks (see below for information on callbacks). User Can Make Internal Calls and Transfer/Conference to an Inbound Campaign - The agent can call other agents and transfer or conference an existing call to an inbound campaign (the agent would have the ability to select a campaign in the transfer/conference dialogs). User Can Configure Auto-Answer Settings - Allows the user to uncheck the Auto-Answer options in Agent application. Enabled by default. User Can Reject Ringing Calls - When auto-answer is not enabled, the agent has the ability to decline incoming calls (typically inbound calls) by pressing the "Reject" button. This option is dependant on the previous one. User Can Process Skill Voicemail - Allows the User to process skill voicemails. See Skill Group Voicemail. User Can Delete Skill Voicemail Messages - Allows the User to delete voicemails. User Can Transfer Voicemail Messages - Allows the User to transfer voicemails to another user or skill group. User Can Make Recordings - Allows the User to record calls or a portion of a call. Read more in Call Recording Feature. 86

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User Can Send Messages - Allows the User to send messages to Agents, Administrators, or Supervisors. User Can Create Chat Sessions - Allows the User to start a chat session with other Agents, Administrators, or Supervisors. User In Training Mode - Allows the User to become familiar with the system by initiating and receiving a test call within the agent application. User Cannot Remove Contact Data - Check this box to prevent the User from deleting contact records. In most cases, it is best to select this for all agents. User Cannot Edit Contact Record Session Notes - The User is not allowed to edit Contact Record session notes. User Can Enable Call Forwarding - Allows the User to enable call forwarding. User Can Add Numbers to DNC List - Allows the User to add numbers to the Do Not Call List. If unchecked, the "Add to DNC" option in Agent application is unavailable. Note: With this permission unchecked, Agents can still use custom dispositions that add numbers to DNC. Read more in Do Not Call (DNC) Lists. User Can Manually Dial DNC-Listed Numbers - Allows the User to manually make calls to the numbers listed in the Do Not Call List. If this option is unchecked and the Agent dials a number in DNC, an error message appears to the Agent. Read more in Do Not Call (DNC) Lists. User Can Play Audio Files to Callers - Allows the User to play pre-recorded messages while on call or to leave standard recorded messages to answering machines (the "Play Audio File" button). Unchecking this option hides the audio files in the Agent application. User Can Wrap Up Call - The agent can separately end a call and disposition it afterwards, after spending time in a Wrap-Up state. When this permission is disabled, the agent can only end a call by setting a disposition. User Can Place Call on Hold - The agent can place a call on hold. User Can Park Call - The agent can park a call. User Can Skip Contact Records in Preview Dialing Mode - Controls the ability to skip records on a per-agent basis. This permission is disabled by default. When selected it allows the agent to skip preview dial records. See also: Preview Dialing (Campaign Dialing Modes). User Can Manage Availability By Skill - This option allows an agent to select which Skill Groups/ACD queues they would like to participate in for the active login session. User Is Allowed To Browse Web In Embedded Browser - The embedded browser is located as a tab on the Current Call screen in the Agent application. This permission allows agents to use the browser to open any URL. Note: Connector execution in the Browser tab does not require this permission to be enabled. User Can Change Screen Pop Preview Preferences - The agent can control when and where the small screen pop preview window should be displayed, if at all.

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SUPERVISOR FLAGS

If the User has a Supervisor role, the following permissions can be defined: User Can View Users Tab - The User will be able to view the Users tab of the Supervisor application, showing who is logged in and other login information.

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User Can View Agents Tab - The User will be able to monitor agent status (logged out, on break, on a call) and view agent statistics and ACD queues. User Can Edit Agent Skills - The supervisor can add and remove skills and change skill levels for agents that the supervisor can view. User Can Review Voice Recordings - The supervisor can access voicemails and recordings associated to each agent that the supervisor can access. User Can Monitor Calls - The User will be able to listen to Agent calls (silent monitoring). User Can Barge Into Calls - The User can speak with the customer while monitoring calls. User Can Whisper Coach Agents - The User can speak to the agent while monitoring a call, without the customer hearing the Supervisor. User Can View Stations Tab - The User will be able to view station IDs assigned to your domain. User Can View Chat Sessions Tab - The User will be able to view active chat sessions. User Can View Campaigns Tab - The User will be able to view the Campaigns tab, including campaign status information and statistics, and other information and abilities. User Can Start/Stop/Reset Campaigns - Can be enabled only if the previous option is enabled. The User will be able to start and stop campaigns, reset campaigns and dispositions, and reset the dialing list position for outbound and autodialer campaigns. See also: Resetting List Position. User Can View Data For All Skills - If checked, the Supervisor has full access. If unchecked, then the Supervisor will only have access to data that matches one of the skills they are assigned to. The option is used to limit Supervisor's access to information within the "Agents" tab based on the Skills. The areas where filtering based on skills is done: The User can only view recordings for Calls with matching Skills. The User can only view Parked Calls for Calls with matching Skills. Only matching Skills are visible for the User in ACD Status Pane. Only Agents with the same Skills that are currently logged in are visible for the User in the Agent Statistics Pane. Only data for calls with matching Skills is visible for the User in Agent State pane. If the User has limited Skills, the "None" row is not available in Agent Statistics Pane. The User can only view Received Broadcast Messages for matching Skills. The User can only view Session History for Calls with Matching Skills. The User can only view Callbacks for Calls with Matching Skills. User Can View Data For All Agent Groups - The supervisor can access all Agent Groups. When this is disabled, the supervisor can only access agent groups of which the supervisor is a member. User Can Access Dashboard Menu - If unchecked, the Dashboard menu is not accessible for the User.

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Note: Any Dashboard created prior to disabling this permission will still be available. User Can View Billing Info - If checked, the User will be able to see information about Call Charges. This feature is critical for outsourcers, who may not want their clients' supervisors to look at billing info without their consent or authorization, or if they offer their clients billing rates that do not coincide with what they could otherwise see in the Supervisor application. When "User Can View Billing Info" is unchecked, the "Call Charges" columns are not visible in the Supervisor application for the User. These columns are "Call Charges" in the "Agent Statistics" pane of the "Agents" tab and "Call Charges" in the "Campaign Statistics" pane of the "Campaign" tab.

ADMINISTRATOR FLAGS

If the User has a Administrator role, the following permissions can be defined: Full Administrator Permissions (User Can Edit Administrator Users) - This option gives Administrators all permissions, including the ability to edit other others who have the Administrator role assigned, and to add the Administrator Role to other users. Limited Permissions - This option restricts the user to the Permissions that are selected below. In addition, Administrators with Limited Permissions will not be able to access the User Properties of other users who have the Administrator role, or to add the Administrator role to other users. This option should only be used if the selected Administrator should not have access to certain parts of the application.

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User Can Access VCC Configuration, Change Default ANI - The User will be able to open and make changes to the VCC Configuration window (Actions > Configure), as well as to change the domain's default ANI from the Actions menu. User Can Edit Edit Trusted IP Addresses - The User can edit the Trusted IP Ranges tab of VCC Configuration. User Can Manage Users (Except Administrator Users) - The User will be able to see and edit Users, User Profiles, Skill Groups, and/or Agent Groups, depending on the permissions selected below. Users & User Profiles - The User can see and edit other Users (except for other Administrators), as well as User Profiles. Skill Groups - The User can see and edit the Skills folder. Agent Groups - The User can see and edit the Agent Groups folder. User Can Manage Campaigns - The User will be able to edit Campaign Properties and/or perform other Campaign-related actions (options in the right-click menu of Campaign objects), based on the permissions configured below. Start/Stop Campaigns - The User can use the Start Campaign and Stop Campaign (including Force Stop) options in the right-click menu of Campaigns. Reset/Update/Schedule Updates for Dispositions - The User can use these disposition-related options in the right-click menu of Campaigns. Reset Campaigns - The User can use the Reset Campaign option in the right-click menu of Campaigns. Reset List Position - The User can use the Reset List Position option in the rightclick menu of Campaigns.. Edit/Create/Delete - The User can add new campaigns, delete existing campaigns, and open and edit Campaign Properties. User Can Manage Lists, Contact Records, and DNC List - The User can manage contact record-related objects, depending on the permissions configured below. Calling Lists - The User can create and delete List objects, as well as perform listrelated actions, such as performing list updates. Contact Records - The User can manage the Contacts folder and perform related actions, such as performing Contact Record updates. DNC List - The User can add and remove numbers to the Do Not Call list and check the DNC list for numbers. These options are all available in the Actions menu. User Can Edit IVR Scripts - The User can edit IVR Script Properties, or add and remove the objects. User Can Edit Profiles - The User can edit Campaign Profiles Properties, or add and remove the objects. User Can Edit Connectors - The User can edit Connector Properties, or add and remove the objects. User Can Edit Dispositions - The User can edit Disposition Properties, or add and remove the objects.

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User Can Edit Prompts - The User can edit Prompt Properties, or add and remove the objects. User Can Edit Reason Codes - The User can edit Reason Code Properties, or add and remove the objects. User Can Edit Workflow Rules - The User can add, remove, and edit Workflow Rules. User Can Edit Call Variables - The User can edit Call Variable Properties and Call Variable Groups, or add and remove the objects.
REPORTING FLAGS

If the User has a Reporting role, the following permissions can be defined: User Can Schedule Reports to be Delivered via FTP - Reports can be delivered via FTP. Additionally, Reports can be scheduled for email or FTP delivery multiple times per day. It is also now possible to send email reports to multiple addresses. User Can Access the Recordings Column - Limits user access to Recording column / links to recordings in Reporting portal. Enabled by default. User can view Standard Reports - If checked, the User can access the "Standard Reports" tab. This tab contains major categories of data the user may be interested in. User can view Custom Reports - If checked, the User can access the "Custom Reports" tab, that contains saved customized Standard Reports and Custom Reports created by VCC users. User can view Scheduled Reports - If checked, the User can access the "Scheduled Reports" tab, that contains Reports scheduled by the User. User can view Recent Reports - If checked, the User can access the "Recent Reports" tab, that contains recently generated, exported, or scheduled reports. User can view Release 7 Reports - If checked, the User can access the "Release 7 Reports" tab, that contains reports of VCC Release 7. User Can View Canned Reports - If checked, the User can access the "Canned Reports" tab, that contains reports that the Use with the "Reporting" role can only run.

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Agent Groups
The Agent Groups provide you a way to configure organizational groupings with your Agents, in addition to Skills. Only users who have "Agent" or "Supervisor" Roles may be added to Agent Groups. You can access the Agent Groups in the "Agent Groups" folder located in the left navigation pane.

AGENT GROUPS AND SUPERVISORS

Supervisors have the ability to filter Agents based on groups. In the Supervisor application, make sure that the "Agents" tab is selected, then select View Filter Agents by Groups Individual Groups Group Name Or View Filter Agents by Groups All Groups. Note: Supervisor may not have a permission to see all Skills and all Agent Groups. Supervisors have the ability to select groups and skills to broadcast a message.

AGENT GROUPS IN REPORTING

Agent groups are also available in Agent Reports. A common application of this feature for reporting is to group data by Agent Group. For example, the reports can provide you with information on how effectively supervisors are managing the groups by running a report that shows which Agent Group occupancy is higher (which supervisor is more effective in keeping the agents busy).

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User Profiles
User Profiles are objects that can be used for assigning and changing User configuration options roles, permissions, and skills - in one place, for a defined group of users. Additionally, they allow you to control the default data field layout and contact record lookup conditions for agents who belong in the User Profiles. You can access the User Profiles in the "User Profiles" folder, located in the left navigation pane.

Create a new User Profile by right-clicking on the folder and selecting "Add New User Profile," or by selecting User Profiles and left-clicking on the "+" button in the top toolbar, and choosing a name for the object. Once created, you can open the User Profile's properties by double-click on the object, or rightclicking the object and selecting "View Properties of&ldots;" The User Profile Properties dialog consists of four tabs: General Roles Skills (enabled only for Users with the Agent or Supervisor Roles) Layout

General Tab
This tab allows you to change the name of the User Profile object and its description, as well as add or remove users to the User Profile. All assigned users are listed. 95

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Object Name Description Assigned Users table Add - Click this button to open the "Select user(s) to add" pop-up dialog, where you can select the users to be assigned to the current Profile. Remove - Select a user(s) in the list and click "Remove" to remove the user assignment with this Profile.

Assigning a user to a User Profile will overwrite any previously-configured Roles, Permissions, and Skills options for the user with those configured in the User Profile. Note: You can also assign a User to a User Profile in the User Properties dialog. Read more in Editing User Properties.

Roles
This tab allows you to assign or remove role(s) to the users and to edit the permissions for the assigned roles. Read more in User Roles and User Permissions.

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Skills
This tab allows you to update the Profile's skill groups. Read more in About Skill Groups, Managing Skill Group Users. Note: You can still change an individual user's skill group priorities in the "Skills" tab of User Properties. Note: The Skills tab is disabled unless a user has either the Agent Role or the Supervisor Role.

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Layout
In the "Layout" tab, you can control which contact fields are shown to the agents, and which fields can be edited by them, when handling calls in the Current Call tab or using the Contacts tab of the Agent application. Additionally, you can control how the fields are displayed by configuring the width of the fields. You can move fields up or down, and preview how the layout will look. Also see Layouts. The following options are available: Allow User to View/Edit the Following Fields Only - If you activate this option, the users assigned to the Profile will be able to access only fields listed in the "Data Fields" table below. If this option is disabled, the default global Contact Field options will apply. Data Fields - This table shows the fields available to the Users assigned to the Profile. Add - Click "Add" to open the "New Data Field" pop-up dialog, where you can define a Contact Field for which to assign access. Note: If all fields are already added, the "New Data Field" pop-up dialog is not available. Edit - Select a field in the table and click on the "Edit" button to change the Contact Field properties. Delete - Select a field in the table and click on the "Delete" button to remove the field from the viewable fields list. Up - This button allows you to move up the displayed order of the field. Down - This button allows you to move down the displayed order of the field. Preview - This button allows you to preview how the contact field layout looks for agents. Show Contact Record Sessions Posted by Other Users - If you activate this option, the Users assigned to the Profile will be able to access all information about previous calls from other users, including their notes, in the Contacts tab of the Agent application. Users Can Perform Lookup - If you activate this option, the Users assigned to the Profile will be able to lookup Contact records in the Contacts tab of the Agent application. In the following field, you can also limit the accessible lookup data by configuring the Record lookup Condition. Contact Record Lookup Condition - You can filter the results that the Users receive as a result of a Contact Record Lookup. 98

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Edit - Click "Edit" to access the "Condition" pop-up dialog, where you can configure one or several criteria and link them by logical operators (OR/AND).

Example: The following Condition configuration limits Agents in this User Profile to have Lookup access only to contact records in the State of CA, whose numbers the dialer has attempted dialing fewer than three times.

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Callback Options
In the Five9 Agent application, agents have the ability to schedule a date and time to call someone back. Agents have the option to receive reminders for their scheduled callbacks and view summary information. Administrators can access agent callbacks in the User Properties window using the "Callbacks" tab. The callback summary for completed and future calls is displayed for the current User. The "Callbacks" tab is displayed below.

The following columns are located in the "Callbacks" tab: Done (checkbox) - Checked if the callback has already been completed. Number - Phone number to dial. Complete by - Date and time by which the callback is scheduled to be completed. Campaign - Campaign associated with the callback. Comments - Any text entered by the agent regarding this callback.

The administrator can perform a number of actions with agent callbacks: Move callbacks to another agent if, for example, the agent goes on vacation. Export callback information into a .csv file. Delete selected callbacks.

Read more in Managing User Callbacks.

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User Voicemails
Agents can receive voicemail messages from various sources, such as when the agent is not available to answer a call or for calls transferred from other agents. The voicemail is a .wav file containing the voice message from the client or other agent. Technical Note: Voicemail files are transferred to users for playback via Java RMI, which is encrypted (no security issue on the transfer). When the "Send e-mail when voicemail is received option is enabled, the VCC sends the User an email for each voicemail message received. The voicemail message can optionally be attached to the email as a .wav file. Therefore, Users do not need to log in to Agent or Administrator applications to listen to voicemail. Since the messages are delivered in WAVE format (.wav), they can be played using any PC media player. Read more in Voicemail Notification, Skill Group Voicemail. Administrators can access voicemail and greetings associated with the user by clicking on the "Voicemails" tab in the User "Properties" window.

The "Voicemails" tab shows the following summary information about voicemails in the columns: Number - The phone number of the person who left the voicemail. If the voicemail was received as result of internal call, then this column will contain the username of the internal caller - for example, agent:egrace. New - Indicates whether or not the file is new. Length - The length of the message (hours:minutes:seconds). Description 101

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Campaign - The campaign it is from. If the voicemail does not belong to any campaign, [None] is displayed. Created - The date and time it was created. The "Voicemails" tab allows Administrators to: Play voicemails back on their desktop. Move voicemails to another agent. Delete voicemails. Listen to, reset, or upload a new file for the Users personal voicemail greeting.

Note: There are a number of system-wide voicemail notification options. Read more in VCC Configuration: Email Notification Settings. See Managing User Voicemail/Recordings, Managing User Voicemail Greeting.

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User Recordings
Administrators can enable the "Always Record Agent's Calls" option for the Agent. If this option is enabled, all of the agents calls will be recorded regardless of campaign. The option is located in the "Recordings" tab in the User "Properties" window. Note: The default maximum call recording length is limited to one hour per call. If you would like to increase the maximum recording length up to three hours, please contact Five9 Support. By default, the number of simultaneous call recordings are also limited to 20% of the provisioned agent seats.

The recording is a .wav file containing the record of an agents conversations during the call sessions. Administrators can access recordings associated with the user by clicking on the "Recordings" tab in the User "Properties" window.

The "Recordings" window shows the following summary information about voicemail and recordings: Number - The phone number associated with the call. Length - The length of the recording (hours:minutes:seconds). Campaign - The campaign associated with the call. Created - The date and time it was created. The "Grouped by session" checkbox will group recordings by calls. Some calls can have multiple recordings. 103

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The "Recordings" tab allows Administrators to: Play recordings back on their desktop. Delete recordings.

See Managing User Voicemail/Recordings, Managing User Voicemail Greeting.

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User Voicemail Greetings


A Greeting is a message that is played when the agent has not answered and the call is redirected to the voicemail. The Voicemail Greeting can be configured for: Skill Voicemail User Voicemail

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SKILL GROUP VOICEMAIL GREETING

See Skill Voicemail Greeting.

USER VOICEMAIL GREETING

A User Voicemail Greeting will be played when a caller reaches the User's Voicemail box. If your agents need to use personal voicemail boxes, you may upload a personalized greeting for each User to replace the default greeting. It is recommended to use personalized greetings if you transfer calls directly to agents in your IVR script(s) or if agents transfer calls to other agents. Note: Agents may also upload or reset their personal voicemail greetings from the Actions menu of the Agent application. Administrators can access the user greeting in the "Voicemail/Recordings" tab. This tab provides the following options: Play the greeting. Upload greeting - This option allows a WAVE file to be uploaded, to be used as the Users personal voicemail greeting. The Agent application also provides the ability to upload the user's greeting. The last uploaded file overwrites the previous one. The files uploaded from Administrator or Agent do not have a priority. Reset the agents greeting - The "Reset" option deletes the uploaded greeting. This option is available in both, Administrator and Agent, applications.

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The requirements for the audio files used as Voicemail Greetings are the same as for Prompts. The supported format for files uploaded to the system is WAVE audio, ITU G.711 mu-law, mono 8000 Hz. In some applications, this format is also listed as CCITT u-Law 8.000 kHz, 8 Bit, Mono.

See the detailed instructions in: Managing User Voicemail Greeting

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Canned Reports
Canned Reports can be configured for the User with the Reporting Role only. The "Canned Reports" tab is not visible unless the User has the Reporting role. If the User with the Reporting Role allowed to access only the "Canned Reports" tab, he has an access to a limited set of reports, with no ability to create, modify, or schedule reports. He is only able to run them and specify the standard items, such as Date Range, at the top of the Report. The User with the Reporting Role also will not be able to access any reports that were not configured for him. Note: The User with the Reporting Role can access the "Canned Reports" tab within the Reporting application only if the "User can view Canned Reports tab" permission flag is checked. If you try to save a modified Custom Report that has been assign to at least one user as a Canned Report, you will be presented with the warning "This report has been assigned to at least one user as a Canned Report. Saving changes will change the Canned Report." If you don't want to change the Canned Report, you should click on the "Save As" button instead. Administrators can access Canned Reports associated with the User by clicking on the "Canned Reports" tab in the User "Properties" window.

The "Canned Reports" tab shows the following summary information about Canned Reports in the columns: Report Name - Shows the name of the Canned Report. Description - Shows the information about the Canned Reports. 108

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The "Voicemails" tab allows Administrators to: Add Canned Reports Remove Canned Reports Change the Order of Canned Reports Red more in Managing Canned Reports.

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Layouts
You can configure Contact Fields and variables displayed in Agent UI. Layouts allow you to define what is available to agents when receiving calls for the campaign or for the campaign associated to the profile. Layouts give the ability to control which fields are shown to the agents and which fields can be edited by them. Additionally, you can control how the fields are displayed. It is possible to configure the width of the fields, arrange their order, and preview how the layout will look in the Agent application. The following options can be configured for each field: Title Width Line Read-Only Layouts can be configured for User Profiles and Campaign Profiles.

The following options are available while working with layouts. You can select one of these options in the Campaign Profile properties window: Apply User Profile Settings Apply Default Contact Field Settings Custom Campaign Settings

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Note: Layouts configured in Campaign Profiles that have "Custom Campaign Settings enabled take priority over those configured in User Profiles. Both of these configurations also take priority over the default Contact Field settings, configured in the "Contacts folder "Fields subfolder. In the Campaign Profile Properties window, the Layout configuration includes a variety of calls variables. They can be read-only. For the editable fields, agents can add/change data. For example, agents can add reporting information about call queue time, sales amount. Note: User Profiles do not allow you to show call variables as part of the Layout because agents in a User Profile may work with various campaigns, to which different call variables may apply.

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Example: You might have a sales campaign and a support campaign. A support team works with case-related information and a sales team works with sale-related info. These will probably be two different variable groups and two different sets of variables that you want to display, using the Campaign Profile Layout configuration.

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Configure

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Adding Users
The configuration of Users includes options, such as the Password, User Profile, Skill Group membership, Roles, and Permissions. Note: You can access the "Callbacks" and "Voicemail/Recordings" tabs of User Properties only after the User is added into the system. See Editing User Properties. Notice: Agent User accounts need to be assigned to skill groups, so it helps to already have skills created. For more information, see Adding Skill Groups. Notice: User Profiles enable rapid configuration of users including assign roles and Skills, defining Contact Record Layout. Note: The number of Users that can be added into the system is determined by your licenses. By default, for each Five9 seat license, you can create up to three Agent accounts (or logins) and as many Supervisors and Administrators as necessary. Note: There is a global setting that allows you to enable new User notification. Read more in VCC Configuration: Email Notification Settings.

SUMMARY

How to add a new User to the system | How to duplicate Users

How to Add a New User to the System


The steps below explain how to create and configure a User account in your Five9 Administrator application. 1. Log in to the Administrator application. 2. In the left navigation pane, right-click on "Users" and select the "Add User" menu item.

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Note: You can also click on "Users" and then click on the "Add" button in the toolbar.

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3. The "New User Properties" window opens. The "General" tab is selected by default.

4. Fill in the following fields: First Name - Type the first name for the User. Last Name - Type the last name for the User. Full Name - The full name for the User. This field is automatically populated, using the first name and last name. Extension - Used for routing inbound calls to agents by extension number. Every User account must have an extension. The system will automatically assign an extension after you create a new User. You can change the number to any unique combination of four digits. See Editing User Properties. Email Address - Type the User's email address in the "Email Address" box. It is a required field as the email address is used for voicemail notification and announcements from Five9. User Name - The User Name is the login ID that the User will use to enter into the system. User Names are case sensitive and must be unique across all Five9 domains. A good option to ensure a unique User Name is to use email address. The User Name auto-populates when you type the email address, but may be changed. If you do not want to use the email address as a User Name, you may decide on a different format for your User Names, such as "First name Last name" or "first initial last name."

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Note: The User Name should not contain the following characters ' * \ ' ~ & % # , ! I " () ^ / \ < > : ; ? [ ] { } + = and any non-Latin symbols. If the User Name contains these characters, you will be prompted with a warning.

If you see the warning, click "OK" and edit the User Name. Password - The Password auto-populates when you type the email address. Notice the "User Can Change Password" option located at the bottom of this tab. Note: The system will not allow you to save the user with the default password and without the "User Can Change Password" permission. To change the password, click on the "..." button to access the "Change Password" pop-up dialog.

Enter the Password that the User will use (along with User Name) to enter into the system. The "Confirm Password" field is required, to eliminate typographical errors. The new password must correspond to the "Password Policy" requirements listed on the bottom part of the window. See also: VCC Configuration: Password Policies. Once you specify a valid password and confirm it, click "OK" to save the new password and to close this pop-up. Start date - The start date field is used in reporting, to enable analysis on how agents perform based on their tenure (generally, experienced agents are more productive). Click the arrow icon to select the date when the user started or will start working. Note: The Start date does not affect the ability of the agent to log in. It should be used only for reporting purposes. Apply User Profile - Select an item in the drop-down menu to assign the corresponding User Profile for the user. Note: If a user is assigned to a User Profile, the Roles and Skills for this user are taken from the configured User Profile properties. 117

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User is Active - Select this checkbox to activate the user. If the checkbox is unchecked, the user is deactivated and cannot enter into the system and use the Five9 applications. Users that are inactive are unable to log into the application, but will still appear in reports. (Deleted users will appear in some reporting data as "[Deleted]"). User Can Change Password - Select this checkbox if you want to allow this User to change the password. User Must Change Password on Next Login - If you checked the previous option, you can force the user to change their password the next time they log in to the system. This option can be useful for creating users with temporary passwords.

5. Click on the "Roles" tab.

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By default, the system assigns the "Agent" role to new Users. Read more about User roles in User Roles.

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6. To additionally assign Supervisor, Administrator, or Reporting roles click on "Add."

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Select the appropriate role in the displayed window and click "OK."

The selected role will appear in the list.

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Note: If the User has multiple roles, they can use the same login account for all three applications. 7. Select the checkboxes for all permission you would like to enable for this User. Click on a different role in the Roles list to view and modify permissions for that role. Read more in User Permissions.

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If this User has the supervisor role, select the necessary permissions in the "Supervisor Flags" section. Read more in User Permissions.

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8. Click on the "Skills" tab. Note: The Skills tab is disabled unless a user has either the Agent Role or the Supervisor Role. 5. Click on "Add" to assign the User to one or more skill group(s). Skill groups are used to organize your agents and supervisors, and to and assign them to campaigns. If you have not created skill groups yet, you can add them later. Note: You can also add agents to a skill group from the "Properties" window of the skill group.

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When the "Select Skill(s)" window has loaded, select an item by clicking on it. Note: To select more than one item, hold down the <CTRL> key and click on another item.

Click "OK" to return to the "Skills" tab. The selected skill(s) will appear in the list in the "Skills" tab.

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6. To save the new User, click on "Save."

The newly created User is shown in the list.

To edit/define more user properties, refer to Editing User Properties.

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How to Duplicate a User


Follow the instructions below to make a copy of the existing user. 1. Select the user you want to duplicate in the left Navigation pane.

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2. Right-click on the user and choose the Create Duplicate option.

3. Relationships and properties are copied to a new object called "<original object name> - Copy". The duplicate objects "Property" window opens.

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4. Fill in the required fields.

The following parameters in "General" tab are copied: User Profile Checkboxes ("User is Active", "User Can Change Password", "User Must Change Password") A new Extension, Start Date should be assigned by Administrator. The following parameters in General tab should not be copied. They should be defined by the Administrator. First Name Last Name Email Address Password OS Login The "Roles," "Skills," "Callbacks," "Voicemails," and "Recordings" tabs are copied during the duplication.

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Adding User Profiles


User Profiles enable rapid configuration of users including assign roles and Skills, defining Contact Record Layout.

SUMMARY

How to add a new User to the system | How to duplicate User Profiles

How to Add a New User to the System


Create a new User Profile by right-clicking on the folder and selecting "Add New User Profile," or by selecting User Profiles and left-clicking on the "+" button in the top toolbar, and choosing a name for the object. Once created, you can open the User Profile's properties by double-click on the object, or rightclicking the object and selecting "View Properties of&ldots;"

How to Duplicate a User Profile


Follow the instructions below to make a copy of the existing user profile. 1. Select a user profile you want to duplicate in the left Navigation pane.

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2. Right-click on the user profile and choose the Create Duplicate option.

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3. Relationships and properties are copied to a new object called "<original object name> - Copy". The duplicate objects "Property" window opens.

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4. Fill in the required fields.

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If you duplicate the User Profile, the following parameters are copied: roles/permissions skills layout configuration Note: Administrator should assign Users for the duplicated User Profile himself.

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Editing User Properties


This topic describes how you can edit User properties/options in your Five9 Administrator application.

SUMMARY

How to access user properties window

How to Access User Properties Window


Follow the instructions below to configure/change User properties. 1. Select "Users" in the left Navigation pane.

2. The User list will be shown on the right. 3. Double-click on the selected User to access the User's properties.

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Alternatively, you can right-click a user name and select the "View Properties of <User Name>" from the displayed context menu.

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4. The properties of the User are displayed, and you can change the User properties here.

5. There are six tabs: General - Here you can change the Full Name, Extension, Email Address, and Password. These fields are described in detail in Adding Users. Roles - This tab allows you to assign or remove role(s) and to edit the allowed actions for the current User. Read more in User Roles and User Permissions. Note: This tab is disabled if the user is assigned to a User Profile. Skills - This tab allows you to update the User's skill groups. Here you can set an agent's priority (ranking) within the skill group. Read more in Managing Skill Group Users. Note: If the user is assigned to a User Profile, you can only change the Skill Level for any assigned skills. Note: The Skills tab is disabled unless a user has either the Agent Role or the Supervisor Role. Callbacks - This tab is not shown while adding the User into the system and appears after the User has been saved. Here, you can view, move, export, or delete the Users callbacks. Read more in Callback Options. Voicemail - This tab appears after the User has been saved. Here, you can enable the "Send e-mail when voicemail is received" option, view, move, or delete voicemail messages, and play, upload, or reset the Users personal voicemail greeting. Read more in User Voicemails and User Voicemail Greetings.

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Recordings - This tab also appears only after the User has been saved. Here you can enable the "Always Record Agent's Call" option, play, move and delete recordings and upload or reset greetings on this tab. Read more in User Recordings. 7. After the changes have been made, click on "Save" or "Apply."

8. User information is displayed in the corresponding columns of the List pane if the "Users" folder is selected.

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Managing User Passwords


This topic describes how you can manage User Passwords in your Five9 Administrator application. When a new password is entered, it must meet the policies specified in the VCC Configuration. Additionally, passwords cannot match the user name, even if the password conforms to the other requirements. See also: VCC Configuration: Password Security.

SUMMARY

How to change user password

How to Change User Password


Follow the instructions below to change the existing User Password. 1. Select "Users" in the left Navigation pane.

2. The User list will be shown on the right. 3. Double-click on the selected User to access the User's properties.

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Alternatively, you can right-click a user name and select the "View Properties of <User Name>" from the displayed context menu.

4. The properties of the User are displayed, and you can change the User properties here.

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5. To change the existing password for the User, click on the "..." button in front of the "Password" field.

6. The "Change Password" window will open. At the bottom, you can see the Password Policy requirements. Read more in VCC Configuration: Password Policies.

7. Type a new password in the "Password" field. Re-type the entered password in the "Confirm password" field. 142

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Make sure your password corresponds with the "Password Policy" requirements. If it fits the criteria, the corresponding icons are green. Note: The password policy is configured in the "VCC Configuration" window. See VCC Configuration: Password Policies.

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8. Click "OK" to save the new password and close the "Change Password" window.

9. After the changes have been made, click on "Save" or "Apply."

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Unlocking Users
A User account can be locked because the maximum allowed number of incorrect login attempts has been exceeded. Read more in VCC Configuration: Password Policies. When a locked user tries to log in, they receive a message to contact the administrator in order to reset the password.

Follow the instructions below to unlock the user. 1. Access the User properties window. 2. Change the user's password to a temporary password. See instructions in Managing User Passwords.

3. Enable the "User Can Change Password" and "User Must Change Password On Next Login" option.

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4. After the changes have been made, click on "Save" or "Apply."

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Removing Users
This topic describes how you can remove Users in your Five9 Administrator application. If a User leaves your organization, make sure that you change the account password (see Managing User Passwords). This measure is important because the person can easily access the Five9 application remotely via the Internet. You do not need to delete their User name. In fact, you might want to keep it for a while for reporting purposes. Note: An alternative to permanent deletion is marking the user as Inactive by unchecking the "User is Active checkbox in User Properties. See Editing User Properties. If you need to remove Users from a skill group, see Managing Skill Group Users.

SUMMARY

How to permanently remove User(s)

How to Permanently Remove User(s)


Follow the instructions below to permanently remove a User from the system.
OPTION 1 - DELETING AN INDIVIDUAL USER

1. Select "Users" in the left Navigation pane.

2. The User list will be shown on the right.

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3. Select a user in the list.

4. Right-click on the User and select "Remove User" from the displayed menu.

Alternatively, you can click on the "Remove Object(s)" button.

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5. A confirmation message shows the number of voicemails, recordings and callbacks associated with the user. They will be removed with the user. Click "Yes" if you are sure you want to remove the user and all of their associated records.

6. The User account is deleted from the system. All associated records are also deleted.

OPTION 2 - DELETING INDIVIDUAL OR MULTIPLE USERS

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1. You can also select the "Users" folder and click on the "Remove Object(s)" button in the toolbar.

2. The "Remove Object" dialog opens. It allows you to select one or several Users at a time to delete.

3. Click on the User name which you want to delete from the system. To select several objects, hold down <SHIFT> or <CTRL> while selecting the items.

4. Click on "OK."

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5. Confirm your request to delete the User(s) in the confirmation prompt. Click "Yes" for each item or "Yes To All."

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Communicating With Users


This topic describes how you can communicate with your agents in real-time, using the Five9 Administrator application. You can send a message to an individual User or a chat session can be created with one or more Users. Also, a broadcast message can be sent to all logged-in Users.

SUMMARY

How to send instant message | How to chat

How to Send an Instant Message


Follow the instructions below to send a message to a User in your Five9 VCC. Note: It is also possible to send a message to all agents in a skill group. Read more in Communicating With Skill Group Members. Note: You can only send messages to online Users.

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OPTION 1 - SENDING MESSAGE TO AN INDIVIDUAL USER

Note: Messages can only be sent to Users who are currently logged in. 1. Select "Users" in the left Navigation pane.

2. The User list will be displayed on the right. 3. Right-click on the User and select "Send Message To User" from the menu.

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4. Enter your message text into the displayed window and click on "OK."

5. The message will appear on the screen of the User.

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OPTION 2 - SENDING MESSAGE TO INDIVIDUAL OR MULTIPLE USERS

Note: You can only send messages to Users who are currently logged in. 1. Right-click on the "Users" folder in the Navigation pane and select the "Send Message to User(s)" item from the displayed menu.

2. A window will open, listing all logged-in Users.

Note: If there is no logged in users, then you will receive the following alert.

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3. Click on the User name(s) that you want to send the message(s) to. To select several Users, hold down <SHIFT> or <CTRL> while selecting the items.

4. Click OK. 5. Enter message text into the displayed window and click "OK."

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OPTION 3 - SENDING MESSAGE TO ALL USERS

Message type to send: "Broadcast" Note: The message will appear on the screens of all Users who are currently logged in. Follow the instructions below to send a message to all Users logged in to your Five9 VCC. 1. Press hot keys <CTRL> + <S> -orselect the "Send Broadcast Message" from the "Actions" menu.

2. When the message window has loaded, type your message and click on "OK."

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3. The message will show on the screens of all currently logged in Users.

4. The latest broadcast message is displayed in the bottom pane of the Five9 application.

How to Chat
OPTION 1 - CREATING CHAT SESSION WITH SELECTED USER

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1. Select "Users" in the left Navigation pane.

2. The User list will be displayed on the right. 3. Right-click on a User and select the "Chat with <User Name>" item from the displayed menu.

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4. The chat session with the User will launch.

5. The User with whom you are going to chat will receive the following notification:

6. After the invited User enters the chat, you can send him/her messages by typing them in the box at the lower section of the screen and pressing <ENTER>. Chat text will appear in the main section of the screen.

7. You can invite more Users by clicking on the "Invite User(s) to Join Chat" button in the toolbar.

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When the chat window loads, you will be able to see all online Users. Select one or several to invite to the current chat. 8. You can export chat transcript in .txt format to your local PC. Click on "Export Transcript."

9. When you are ready to end the chat, click "End Chat." A confirmation message will ask: "Really End Chat?" Click on "Yes."

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OPTION 2 - CREATING CHAT SESSION AND INVITING USERS

1. Select the "Create Chat Session" option from the "Actions" menu.

2. The same chat window will be open as described in "Option 1." Your User Name will be the only initial member. To add a User or multiple Users to your chat session, click on the "+" icon ("Invite User(s) to Join Chat" button) in the toolbar at the top of the window. Then you can select the logged in Users to add to the chat session.

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Managing User Voicemails


This topic describes work with the User voicemails in the Five9 Administrator application. Read more in User Voicemails.

SUMMARY

How to access User's voicemails | How to enable voicemail notification | How to move voicemail to another user | How to listen to user's voicemail | How to delete user's voicemails

How To Access User's Voicemails


Follow the instructions below to view the "Voicemails" tab in the User properties window. 1. Select "Users" in the left Navigation pane.

2. The User list will be shown on the right.

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3. Double-click on the selected User to access the User's properties.

4. The properties of the User are displayed. 5. Select the "Voicemails" tab.

6. The "Voicemail/Recordings" window opens. Voicemails are shown in the table. Read more in User Voicemails.

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How to Enable Voicemail Notification


Follow the instructions below to enable email notification for an agent in case of receiving voicemail. Note: There is a system-wide option for notifications. See Email Notifications Settings. See also: Skill Group Voicemail. 1. Access the "Voicemails" tab in the User properties window.

2. Define the following options: Send e-mail when voicemail is received - Check this option to send a notification email to the User's email (indicated in the "General" tab of User Properties). Attach voicemail to e-mail - Check this box to attach an audio file, containing the voice message, to the email message.

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Note: No email notifications will be sent until an email to receive error messages is configured in "Actions" "Configure" "Email." Read more in VCC Configuration: Email Notification Settings. 3. Click on "Save" or "Apply."

How to Move Voicemail to Another User


Follow the instructions below to assign voicemail to another User. 1. Access the "Voicemails" tab in the User "Properties" window.

2. Select the voicemail(s) you want to move. To highlight several items, hold down <SHIFT> or <CTRL>.

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Tip: You can click on the column headings to sort items based on their characteristics. 3. Click on "Move Voicemail(s)."

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4. Click on the User you want to receive the voicemail. Then click "OK."

5. Confirm your request to move the selected voicemail(s) to the selected User.

6. The voicemail will disappear from the list. 7. The voicemail appears in the "Voicemails" tab for the assigned User.

How to Listen to User's Voicemail


Follow the instructions below to play voicemail and recordings back on your desktop. 1. Access the "Voicemails" tab in the User "Properties" window.

2. Select the voicemail you want to play.

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Tip: You can click on the column headings to sort items based on desired characteristics. 3. Click on "Play" under the "Received Voicemail/Recordings" table.

4. The voicemail message will be played in the default media player installed on your PC.

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How to Delete User's Voicemails


Follow the instructions below to delete a User's voicemails. 1. Access the "Voicemails" tab in the User "Properties" window.

2. Select the voicemail(s) you want to delete. Hold <SHIFT> or <CTRL> keys to select several items.

Tip: Click on the column headings to sort items based on their characteristics.

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3. Click on "Delete" under the "Received Voicemail/Recordings" table.

4. Confirm your request to delete the selected items.

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Managing User Voicemail Greetings


This topic provides instructions on how to work with the User Voicemail Greetings in the Five9 Administrator application.

SUMMARY

How to record a voice Greeting | How to upload a new Greeting | How to listen to user's Greeting

How to Record a Voice Greeting


The supported format for new files uploaded to the system is WAVE audio, ITU G.711 mu-law, mono 8000 Hz. In some applications, it is also listed as CCITT u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec. See the detailed instructions in Managing Voice Prompts.

How to Upload a New Greeting


Follow the instructions below to upload a new greeting for the User. 1. Record the voicemail greeting as you would a voice prompt (see instructions in How to record a voice greeting). 2. Access the "Voicemails" tab in the User "Properties" window.

3. Click on "Upload."

4. From the dialog, select Wav Audio file to upload on your local PC and click on "Select." Note: The file is required to be in the allowed format (see Voicemail Greetings).

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How to Listen to a User's Greeting


Follow the instructions below to play the greeting back on your desktop. Note: Agents may upload custom Voicemail greetings from the Five9 Agent interface. 1. Access the "Voicemails" tab in the User "Properties" window.

2. Click on "Play" in the "Greeting" section.

3. The process can take some time.

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4. You will be able to listen to the recording. The "Pause" and "Stop" buttons are enabled.

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Managing User Recordings


This topic describes work with the User recordings in the Five9 Administrator application. Read more in User Recordings.

MMARY

How to access User's recordings | How to record all agent calls | How to listen to user's recording | How to delete user's recordings

How To Access User's Recordings


Follow the instructions below to view the "Recordings" tab in the User properties window. 1. Select "Users" in the left Navigation pane.

2. The User list will be shown on the right.

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3. Double-click on the selected User to access the User's properties.

4. The properties of the User are displayed. 5. Select the "Voicemails" tab.

6. On the "Recordings" tab, the recorded calls are shown in the table. Read more in User Recordings.

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How to Record all Agent Calls


1. Access the "Recordings" tab in the User properties window.

2. Enable the "Always record agent's calls" option.

3. Click on "Apply" or "Save."

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How to Listen to User's Voicemail


Follow the instructions below to play a Users recordings back on your desktop 1. Access the "Recordings" tab in the User "Properties" window.

2. Select the recording you want to play. Note: You can click on the column headings to sort items based on desired characteristics.

3. Click on "Play" under the "Recordings" table.

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4. The voicemail message will be played in the default media player installed on your PC.

How to Delete User's Recordings


Follow the instructions below to delete a User's voicemail/recordings. 1. Access the "Recordings" tab in the User "Properties" window.

2. Select the voicemail(s) you want to delete. Hold <SHIPT> or <CTRL> keys to select several items. Note: Click on the column headings to sort items based on their characteristics.

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3. Click on "Delete" under the "Recordings" table.

4. Confirm your request to delete the selected items.

Managing User Callbacks


This topic describes work with callbacks in the Five9 Administrator application. Read more about the callback feature in Callback Options.

SUMMARY

How to access user callbacks | How to view callback details | How to move user callbacks to another agent | How to save (export) user callbacks on your PC

How to Access User Callbacks


Follow the instructions below to access agent callbacks. 1. Select "Users" in the left Navigation pane.

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2. The User list will be shown on the right. 3. Double-click on the User to access "User properties."

4. The properties of the User are displayed in the dialog. 5. Select the "Callbacks" tab.

6. The User's callbacks are displayed in the "Callbacks" tab.

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How to View Callback Details


OPTION 1 - VIEWING CALLBACK DETAILS IN THE TABLE

Follow the instructions below to view User callback details. 1. Access the "Callbacks" tab in the User "Properties" window.

2. All callbacks are displayed in the table.

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OPTION 2 - VIEWING CALLBACK DETAILS IN A SEPARATE WINDOW

1. Access the "Callbacks" tab in the User "Properties" window.

2. Double-click on a callback in the list.

3. The "Callbacks" window will open.

There are two view-only tabs: General Comments

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4. You can use the navigation bar to view other callback properties.

How to Move User Callbacks to Another Agent


Administrators can move callbacks from one agent to another if, for example, an agent goes on vacation. Follow the instructions below to move scheduled callbacks from one agent to another. 1. Access the "Callbacks" tab in the User "Properties" window.

2. Select the desired callbacks from the list.

3. Click on "Move."

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4. In the displayed window, select the User and click "OK."

5. Confirm your request to move the selected callbacks to the selected User.

How to Save (Export) User Callbacks on Your PC


Follow the instructions below to export User callbacks. Note: The data concerning the callbacks are exported as a comma delimited file. Each field is separated from other fields with a comma. The first row in the file contains the header specifying the names of the fields. 1. Access the "Callbacks" tab in the User "Properties" window.

2. Select the desired callbacks from the list.

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3. Click on "Export."

4. A new window will open. Select a folder on your PC to export to, type the desired file name, and click on "Export."

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Managing Canned Reports


This topic describes work with the Canned Reports in the Five9 Administrator application. Read more in Canned Reports. Note: The "Canned Reports" tab is available only if you work with the User who has the Reporting role.

SUMMARY

How to access Canned Reports user options | How to add canned reports | How to remove canned reports | How to change the order of canned reports

How To Access Canned Reports User Options


Follow the instructions below to view the "Canned Reports" tab in the User properties window. 1. Select "Users" in the left Navigation pane.

2. The User list will be shown on the right.

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3. Double-click on the selected User with the Reporting role to access the User's properties.

4. The properties of the User are displayed. 5. Select the "Canned Reports" tab.

6. The "Canned Reports" window opens. Canned Reports are shown in the table.

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How to Add Canned Reports


Follow the instructions below to add a Canned Report for the selected User.. 1. Access the "Canned Reports" tab in the User properties window.

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2. Click the "Add" button to add a new Canned Report.

3.

In the appeared window select a Report you want to add.

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4.

Click "OK" to add the selected Report.

5. Click on "Save" or "Apply."

How to Remove Canned Reports


Follow the instructions below to remove a Canned Report from the list. 1. Access the "Canned Reports" tab in the User "Properties" window.

2. Select the Canned Report(s) you want to remove. To highlight several items, hold down <SHIFT> or <CTRL>.

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3. Click the "Remove" button to remove the Canned Report(s).

4. Click on "Save" or "Apply."

How to Change the Order of Canned Reports


Follow the instructions below to change the order of a Canned Report in the list. 1. Access the "Canned Reports" tab in the User "Properties" window.

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2. Select the Canned Report you want to move.

3. Use the "Up" and "Down" buttons to change the position of the report in the list.

Note: The Canned Reports in User Administration have the same order as Canned Reports in the Reporting application.

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Skills

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About Skill Groups


Skill Groups are used to organize users with the "Agent" or "Supervisor" Roles into groups and assign them to campaigns or inbound call queues. If all agents will process the same calls, you probably need only one skill group. Users can be assigned to multiple skill groups, and a campaign can have multiple skill groups assigned to it. For Outbound Campaigns, calls are routed to agents by skill group. For Inbound Campaigns, you have the option of using skill groups to route calls to agents. In addition, Skill Voicemails can be routed to the agents who belong to a certain skill group.

Fields
Skill groups can be accessed by selecting the "Skills" folder in the Navigation pane. All available skill groups are displayed in the List pane on the right. There you can see the following columns: Skill Name Description Number of Agents Number of Inbound Campaigns Number of Outbound Campaigns Number of Autodial Campaigns The information displayed in the columns can be accessed and updated via the "Skill Group Properties" window.

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Functions
The system allows the administrator to add, modify, and remove skill groups. The administrator also has the ability to send a message to all the agents included in a certain skill group. There are a number of functions related to Skill Group Voicemail. See Skill Group Voicemail.

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General Information

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Skill Group Voicemail


Voicemail is used to transfer and store telephone (sound) messages, which can then be dealt with by agents at a later time. Voicemail can be left for an individual agent or for a skill group. Each skill group can be configured to receive voicemail messages. The voicemails left for a skill group can be delivered to the skill group members (agents) according to the selected options. Administrators and Supervisors can have access to the skill voicemails as well. Technical Note: Voicemail files are transferred to users for playback via Java RMI, which is encrypted (no security issue on the transfer). Typical sources of skill voicemails: IVR modules: VoicemailTransfer or SkillTransfer Internal call to a skill group when no agents are available Transfer of personal or other skill group voicemails

Skill Voicemail Delivery


Skill voicemails are delivered to agents only if the "Route Voicemails for This Skill" option is selected in the skill's properties window. See Skill Group Voicemail Routing below. If this option is not selected, the skill group will accumulate voicemail messages, but they will not be routed to agents. In this case, an Administrator or Supervisor may process the skill voicemails. Skill voicemails are delivered only to agents who have permissions to process them and are in the "Voicemail ready" state ("VMReady). They are delivered to agents in a similar manner to regular calls. An agent can load only one voicemail at a time.
SKILL GROUP VOICEMAIL ROUTING FEATURE

The Voicemail Routing feature provides the ability to distribute voicemails to a group of appropriately skilled agents and to monitor operational performance. Administrators can control which agents the voicemail may be routed to. Agents can control their availability to receive voicemails. Supervisors can monitor the progress of the voicemail queue at any time. The "Skill Group Voicemail Routing" option can be enabled in the skill properties window (see Managing Voicemail Routing Feature) and configured in the global settings (see Defining Skill Voicemail Settings) and in the properties of the "Skill Transfer" module (see the "Skill Transfer module" section).

Skill Voicemail Permissions


Administrators have the option to give individual agents the permission to work with skill-based voicemails: User Can Process Skill Voicemails User Can Delete Skill Voicemail Messages 199

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User Can Transfer Skill Voicemail Messages See User Permissions.

Skill Voicemail Greeting


A greeting can be configured for the skill group voicemail in the "Voicemail Actions" tab. See Skill Voicemail Greeting.

Functions
The "Skill Voicemail" tab in the Skill Properties window lets the administrator manage voicemails associated with a skill. A voicemails status can be changed using the "Change Status" button. A status can be "Queued," "Accepted," "Processed," or "Deleted." There is an option to transfer a voicemail to another Skill or User, using the "Transfer" button. Voicemails can be sorted or filtered according to status, time created, length, etc. The "Playback" section can be used to listen to the message. The slider can be used to jump to various parts of the message. Note: If a voicemail consists of multiple recordings (e.g., if several voice recordings in an IVR Script are configured to be sent to a voicemail box), all recordings will appear under the same "folder in the table. Click on the "+ to the left of the folder icon to view each of the associated sound recordings.

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Change status

Agents can indicate whether or not they are ready to receive voicemails. Skill-routed voicemails are treated similarly to inbound calls. Supervisors can monitor the automatic voicemail distribution. They may also force an agent to be ready or not ready to receive Skill Voicemail.

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Skill Audio Files


Skill group audio files are pre-recorded messages assigned to a skill group that can be played by agents while on a call. For example, if an agent gets connected to an answering machine, he or she can play a recorded message, instead of speaking to the machine.

Functions
The "Audio Files" tab in the Skill Properties window lets administrators assign recorded messages to the skill group. The audio files must be uploaded as Prompts before becoming available to add to the "Audio Files" tab. Read more in Configuring Skill Audio Files, Managing Voice Prompts, Preparing Prompts Using Text-to-Speech (TTS).

Agents who belong to this group, and have the permission to do so, will be able to play these messages while on a call.

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Skill Voicemail Greeting


A Greeting is a message that is played when the agent has not answered and the call is redirected to the voicemail. The Voicemail greeting can be configured for: Skill Voicemail User Voicemail - See User Voicemail Greetings.

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SKILL GROUP VOICEMAIL GREETING

A Skill Voicemail Greeting is played to the caller before he reaches the Skill Group Voicemail box.

Administrators can access greetings in the "Skill Properties" window, "Voicemail Actions" tab. This tab provides the following options: Play the greeting. Upload greeting - The last uploaded file overwrites the previous one. Reset the greeting - This option deletes the uploaded greeting and assigns the default voicemail greeting to the voicemail box. To use a skill group voicemail greeting, you first need to record the greeting in the same way you record prompts or agent voicemail greetings. The requirements for the audio files used as Voicemail Greetings are the same as for Prompts. The supported format for files uploaded to the system is WAVE audio, ITU G.711 mu-law, mono 8000 Hz. In some applications it is also listed as CCITT uLaw, 8.000 kHz, 8 bit, Mono, 7 kb/sec. See Managing Skill Voicemail Greeting.

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Configure

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Adding Skill Groups


The steps below describe how to add and configure a skill group in your Five9 Administrator application.

SUMMARY

How to add a Skill Group

How to Add a Skill Group


Follow the instructions below to add a new skill group: 1. Right-click "Skills" in the Navigation pane and choose "Add Skill" from the displayed menu.

Note: You can also click on "Skills" in the Navigation pane, and then click on "Add Object" (+ button) in the toolbar.

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2. Enter a name for your new "Skill." The name should be descriptive for your agents as a group.

3. Click on "OK" to create the new skill. 4. To modify the properties of the new skill group, you should access its properties. For more information, see Editing Skill Group Properties.

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Editing Skill Group Properties


This topic describes how to edit skill group properties/options in your Five9 Administrator application.

SUMMARY

How to rename Skill Groups | How to access Skill Group properties window

How to Rename Skill Groups


To rename a skill group using the right-click menu, follow the instructions below. Note: You can also rename the objects in their properties window. 1. Click on "Skills" in the left Navigation pane.

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2. Right-click on a "Skill Group" name and select "Rename" from the displayed menu.

3. Replace the object name with a new one.

4. Confirm your entry by clicking on "OK."

How to Access Skill Group Properties window


Follow the instructions below to access the "Skill Group Properties" window:

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1. Click on "Skills" in the left Navigation pane.

2. Double-click the name of the "Skill Group" in the right List pane to open its "Properties" window.

You can also right-click on a "Skill Group" name and select "View Properties of <Skill Group>" from the displayed menu.

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3. The "Skill Group Properties" window opens.

The "Skill Group Properties" window includes the following five tabs: 5. General tab - Used to type a description of the skill group and define the "message of the day" for the group members. Read more about "message of the day" in Communicating With Skill Group Members. 6. Users tab - Used to add or remove Users to/from the skill group. Here you can set up Users skill levels (priorities). Read more in Managing Skill Group Users.

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7. Voicemail Actions tab - Used to enable routing of voicemail messages to agents. Skill voicemails are delivered to the agents only if the "Skill Group Voicemail Routing" option is enabled. Read more in Managing Voicemail Routing Feature. 8. Skill Voicemail tab - Here Administrators can view, play, and manage Voicemails that came in for a certain skill group. Read more in Managing Skill Voicemail. 9. Audio Files tab - Used to configure skill audio files. Read more in Configuring Skill Audio Files. 4. After the changes have been made, click on "Save" to apply the changes and close the window.

5. All properties or alterations having been assigned to the skill group are displayed in the grid in the List pane under the corresponding headings (the "Skills" folder is selected): Skill Name (cannot be changed) Description Number of Agents Number of Inbound Campaigns Number of Outbound Campaigns Number of Autodial Campaigns

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Managing Skill Group Users


This section describes how you can manage skill group users in your Five9 Administrator application.

SUMMARY

How to assign user(s) to Skill Group(s) | How to remove user(s) from Skill Group(s)

How to Assign User(s) to Skill Group(s)


There are three options to assign user(s) to skill group(s): 1. Assign Skill Groups to User Profile. The Skill Groups will be assigned to Users which belong to the Profile automatically. 2. Adding users in "Skill Properties" window. Read below. 3. Assigning skill groups for a user. Read further. Note: Only Users with the Agent or Supervisor Roles can be assign to Skill Groups.

OPTION 1 - ASSIGNING SKILLS TO USER PROFILES

See User Profiles.

OPTION 2 - ADDING USERS IN SKILL PROPERTIES WINDOW

Follow the instructions below to assign agent(s) to a skill group by using the "Skill Properties" window. Using this method, you can only add users who do not have any User Profiles assigned.

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1. Open the "Skill Group Properties" window. Read more in Editing Skill Group Properties.

2. Switch to the "Users" tab.

3. The "Users" tab displays the agents who are members of this skill group. Here, you can assign new Users to the current skill group or remove Users from the skill group by using the corresponding buttons. Note: You can also use the "Properties" window of the User account. See Option 2 below. 4. To add the User to the skill group, click on "Add."

5. When the window has loaded, select the User(s) to be added to this skill group. Note: You can use the <CTRL> or <SHIFT> keys to select multiple Users. Note: Only users who do not belong to User Profiles are listed in this dialog. To add or remove Skills 214

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to users with assigned User Profiles, you must edit the corresponding User Profile Properties.

6. Click on "OK" to add the User(s). 7. New Users will be displayed in the list.

8. Define "Level" options for the Users. The "Level" option determines the agents priority in receiving calls sent to this Skill Group. Level 1 is the highest priority. Think of it as a ranking. Agents with higher ranking will receive calls first. Note: If the User is assigned to several skill groups, priority levels for each Skill may differ. Use the "Up and Down" arrows next to the value to change the priority.

9. Click on "Save" to apply the changes to the system.

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OPTION 3 - ASSIGNING SKILL GROUPS FROM THE PROPERTIES OF THE USER ACCOUNT

Follow the instructions below to assign a User to skill groups. Note: The skill groups must be created first. Notice: If the User belongs to a User Profile, Skills may only be added in the User Profile Properties window. In the User Properties window, you have the ability to edit assigned Skills priority levels. 1. Open the "User Properties" window. Read more in Editing User Properties. 2. Switch to the "Skills" tab.

The "Skills" tab allows you to view all skill groups that the User belongs to. You can add or remove skill groups for the current User. 3. To assign the User to a skill group, click on "Add."

4. The "Select Skill(s)" window opens. 5. Select the "Skill(s)" to assign to the current user. Note: You can use the <CTRL> or <SHIFT> keys to select multiple Users.

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6. Click on "OK" to close the window. 7. The selected skill groups will be displayed in the list.

8. Now, you can define priority levels (rankings) for the skill groups. The "Level" option determines the Agents priority within the Skill Group. Level 1 is the highest priority.

Use the "Up and Down" arrows next to the value to change the priority.

You can also type the Level number in the fields. 9. Click on "Save" or "Apply."

How to Remove User(s) from Skill Group(s)


There are three options to remove User(s) from skill group(s): 1. Removing Skill Groups in User Profile Properties. This is the only option for Users who belong to User Profiles. The Skill Groups will be automatically removed from all Users who belong to the Profile. 2. Removing Users in the "Skill Properties" window. Read below. 3. Removing skill groups in the properties of a User account. Read further.

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OPTION 2 - REMOVING USERS IN SKILL PROPERTIES WINDOW

Follow the instructions below to remove agent(s) from a skill group using the "Skill Properties" window. Notice: Using this method, you can remove only users who do not belong to any User Profile. 1. Open the "Skill Group Properties" window. Read more in Editing Skill Group Properties. 2. Switch to the "Users" tab.

3. The "Users" tab displays the agents who are members of this skill group. 4. Select a user or users to remove. Note: You can select several items at a time by holding the <CTRL> or <SHIFT> keys.

5. Then click on "Remove."

6. A "Remove user" confirmation message will appear. Confirm your request to remove the User by clicking "Yes."

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7. The User(s) will be removed from the list.

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OPTION 3 - REMOVING SKILL GROUPS IN USER PROPERTIES WINDOW

Follow the instructions below to remove skills from the "User Properties" window. Notice: Using this method, you can remove Skills only from users who do not belong to a User Profile. 1. Open the "User Properties" window. Read more in Editing User Properties. 2. Switch to the "Skills" tab.

3. The "Skills" tab allows you to view all skill groups that the User belongs to. You can add or remove skill groups for the current User. 4. Select the skill you want to remove. Note: You can select several skills at a time by holding down the <CTRL> or <SHIFT> keys.

5. Then click on "Remove."

6. Confirm your request to delete the selected skills by clicking on "Yes."

Note: Click "Yes To All" to remove all selected skills. If you have selected one skill, this is equal to "Yes." 7. The skill will be removed from the list.

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Removing Skill Groups


This topic describes how you can delete skill groups in your Five9 Administrator application.

SUMMARY

How to permanently remove Skill Group(s)

How to Permanently Remove Skill Group(s)


Follow the instructions below to permanently remove skill group(s) from the system. Notice: Use this function with caution because you will lose reporting information related to the removed skill group. You do not actually lose the reporting data. However, the reports will show "Deleted" as the name for any deleted skill groups.

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OPTION 1 - DELETING AN INDIVIDUAL SKILL GROUP

Follow the instructions below to remove the skill group. 1. Click on "Skills" in the left Navigation pane.

2. Right-click a skill group and select "Remove Skill Group" from the displayed menu.

3. Confirm your request to delete the skill group by clicking "Yes."

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OPTION 2 - DELETING INDIVIDUAL OR MULTIPLE SKILL GROUPS

1. Click on "Skills" in the left Navigation pane.

2. Click the "Remove Object(s)" button in the toolbar.

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3. Then select one or several skill groups in the dialog. Note: You can hold down <CTRL> or <SHIFT> keys to select multiple items.

4. Confirm your request to delete the skill group by clicking "Yes."

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Managing Skill Voicemail


This topic describes the work with Skill Voicemail in your Five9 Administrator application.

SUMMARY

How to access Skill Voicemails | How to play Skill Voicemails | How to transfer Skill Voicemails | How to change status of Skill Voicemails

How to Access Skill Voicemails


Follow the instructions below to access the Skill Voicemails. 1. Open the "Skill Group Properties" window. Read more in Editing Skill Groups Properties. 2. Switch to the "Skill Voicemail" tab.

3. The "Skill Voicemail" tab displays all Skill Voicemails in the list. There are the following columns: Number Length Type Description Campaign Created Status User

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The total number of voicemails is shown under the table.

The list can be divided into pages. You can switch between the pages by clicking "Previous" or "Next."

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The Page Size option allows you to define the number of records displayed per page.

USING THE SORTING/FILTERING OPTIONS

Voicemail list can be sorted or filtered according to status, time created, length, etc. Sort by the following options: Number Length Type Description Campaign Created Status

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Note: You can also click on the column title to sort. However, the sort order will only be applied to the voicemail messages that are shown on the current page.

You can filter the skill voicemail list by voicemail message Status, with the following options: Queued Accepted Processed Deleted

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After applying the options, refresh the list to reflect the changes by clicking on "Refresh."

How to Play Skill Voicemails


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1. Open the "Skill Voicemails tab of Skill Group Properties (see the instructions above). 2. Find the Voicemail. You can switch between pages by clicking on "Previous" or "Next." You can additionally use the sorting and filtering options. 3. Expand the Voicemail folder by clicking on the plus sign ("+") in front of the folder icon.

4. Select a recording.

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5. Click on "Play."

6. Use the "Pause" and "Stop" buttons if necessary.

How to Transfer Skill Voicemails


Caution: If the "Route Voicemails for This Skill" option is enabled in "Voicemail Actions" tab, the overlapping of changes might occur as messages are also being delivered to agents. 1. Open the "Skill Voicemails tab of Skill Group Properties (see the instructions above). 2. Find the Voicemail. You can switch between pages by clicking on "Previous" or "Next." You can additionally use the sorting and filtering options. 3. Click on the Voicemail in the list.

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4. Click on "Transfer."

5. Select an agent or a skill in the displayed dialog.

6. Finish the operation by clicking on "Transfer."

How to Change Status of Skill Voicemails


Caution: If the "Route Voicemails for This Skill" option is enabled in the "Voicemail Actions" tab, the overlapping of changes might occur as messages are also being delivered to agents. 1. Open the "Skill Voicemails tab of Skill Group Properties (see the instructions above). 2. Find the Voicemail. You can switch between pages by clicking on "Previous" or "Next." You can additionally use the sorting and filtering options. 232

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3. Click on the Voicemail in the list.

4. Click "Change Status."

5. In the displayed dialog, select one of the following options: Queued Processed Deleted

Note: Deleted voicemails can be changed to Queued and be delivered to agents. 6. Click on "OK" to confirm the new status.

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Managing Skill Voicemail Greeting


This topic provides instructions on how to work with the Skill Group Voicemail Greetings in the Five9 Administrator application.

SUMMARY

How to record a voice Greeting | How to upload a new Greeting | How to listen to skill Voicemail Greeting

How to Record a Voice Greeting


The supported format for new files uploaded to the system is WAVE audio, ITU G.711 mu-law, mono 8000 Hz. In some applications, it is also listed as CCITT u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec. See the detailed instructions in Managing Voice Prompts.

How to Upload a New Greeting


Follow the instructions below to upload a new greeting for the Skill Group. 1. Record the voicemail greeting as you would a voice prompt (see instructions in How to record a voice greeting). 2. Access the "Voicemail Actions" tab in the Skill "Properties" window.

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3. Click on "Upload."

4. From the dialog, select the WAV Audio file to upload on your local PC and click on "Select." Note: The file is required to be in the allowed format (see Voicemail Greetings).

How to Listen to a Skill Voicemail Greeting


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Follow the instructions below to play a Skill Voicemail greeting back on your desktop. 1. Access the "Voicemail Actions" tab in the Skill "Properties" window.

2. Click on "Play" in the "Greeting" section.

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3. You will be able to listen to the recording. The "Pause" and "Stop" buttons are enabled.

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Managing Voicemail Routing Feature


This topic describes the work with voicemail routing in your Five9 Administrator application. Read more about this feature in Skill Group Voicemail Routing. Skill Group Voicemail Routing can be enabled in the Skill properties window (see below), and the Skill Voicemail acceptable timeout can be configured in the global settings (see VCC Configuration: Other Settings) and in the properties of the "Skill Transfer" module (see the "Skill Transfer module" section).

SUMMARY

How to enable/disable Voicemail Routing

How to Enable/Disable Voicemail Routing


Follow the instructions below to enable Voicemail Routing for a Skill Group. If Voicemail Routing is disabled for a Skill Group, its voicemails are just accumulated and not delivered to any Agents. 1. Open the "Skill Group Properties" window. Read how to do it in Editing Skill Groups Properties. 2. Switch to the "Voicemail Actions" tab.

3. Check the "Route Voicemails for this Skill" box to enable the "Voicemail Routing." Uncheck this box to disable the feature.

With this option enabled, the Skill Group Voicemails are automatically delivered to the Skill Group Agents who are in the "Ready for Voicemail state. With this option unchecked, Administrators or Supervisors can still manage Skill Group Voicemails. See Managing Skill Voicemail.

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Configuring Skill Audio Files


This topic described the work with skill audio files in your Five9 Administrator application. Read more in About Prompts, Managing Voice Prompts, Preparing Prompts Using Text-to-Speech (TTS).

SUMMARY

How to select skill audio files | How to remove skill audio files

How to Add Skill Audio Files


Follow the instructions below to assign a pre-recorded prompt to a Skill Group, to be used as a skill audio file. 1. Open the "Skill Group Properties" window. Read how to do it in Editing Skill Groups Properties. 2. Switch to the "Audio Files" tab.

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3. Click on "Add."

4. Select one or several prompts in the displayed window.

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5. Click on "OK."

How to Remove Skill Audio Files


Follow the instructions below to remove skill audio files that were previously assigned to a Skill Group. 1. Open the "Skill Group Properties" window. Read how to do it in Editing Skill Groups Properties. 2. Switch to the "Audio Files" tab.

3. Select one or several items in the list. Note: You can hold down <SHIFT> or <CTRL> for multiple selections.

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4. Click on "Remove."

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5. Confirm your request to delete the selected items by clicking "OK."

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Communicating With Skill Group Members


This topic describes how you can send an instant message to members of a skill group using Five9 Administrator application. Note: In addition to sending messages to Skill Groups, you have the ability to send individual instant messages to a User, to multiple selected Users, or to send a Broadcast Message to all Users. You can also start a chat session with one or more Users. Read more in Communicating With Users.

SUMMARY

How to send instant message to Skill Group users | How to define message of the day for Skill Group users

How to Send an Instant Message to Skill Group Users


OPTION 1 - SENDING MESSAGES TO ONE OR SEVERAL SKILL GROUPS

Follow the instructions below to send an instant message to the agents assigned to the selected Skill(s). The message will be sent to online Users and will be displayed on their screens. Offline Users will not receive messages. 1. Right-click "Skills" in the Navigation pane and select "Send Message to Skill(s)" from the displayed menu.

2. Select one or more skill group. Note: You can hold down <CRTL> or <SHIFT> keys to select several items.

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3. Click "OK." 4. Type your message in the "Send Message" dialog box. Click "OK."

5. Each logged-in member of the skill group will see the message in a window on their screens once the message is sent.

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OPTION 2 - SENDING A MESSAGE TO ALL MEMBERS OF ONE SKILL GROUP

Follow the instructions below to and an instant message to the agents assigned to the selected skill group. The message will be sent to online Users and displayed on their screens. Offline Users will not receive the message. 1. Click on "Skills" in the left Navigation pane.

2. Right-click the selected skill group in the menu and select "Send Message to Skill Group."

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3. Type your message in the "Send Message" dialog box.

4. Click "OK." 5. Each member of the skill group will see the message in a window on their screens once the message is sent.

How to Define a Message of the Day for Skill Group Users


The message of the day is displayed on the "Summary" page of the Agent application, until it is changed or deleted. 1. Open the "Skill Group Properties" window. Read more in Editing Skill Groups Properties.

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2. In the "General" tab, you can see the form for the message of the day.

3.

Type a new message and click on "Save" or "Apply to set the message.

4. The agents will see the message on the "Summary" page in the "Skill Group Messages" section of the Agent application. A separate message of the day is shown for each Skill the User is assigned.

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Lists

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About Call Lists


List Records are "references to Contact Records. Therefore, while a Contact Record may be added to the VCC without being added in a list, a List Record cannot be added to a List without also adding a corresponding Contact Record. Every contact record includes a number of default Contact Fields, such as: Primary Number (number1) Alternate Number 1 (number2) Alternate Number 2 (number3) First Name Last Name Etc. The only requirement for a contact record is that at least one of the Phone Number fields (number1, number2, or number3) must have a valid value. Additional Custom Contact Fields may also be created. Read more in Contact Fields.

Notice for Telemarketing Campaigns: Before you import a list into Five9, you are required to scrub it against the appropriate "Do Not Call" lists. Lists are not automatically scrubbed against your domains DNC List during the upload process. Phone numbers in a list are checked against your local DNC list before they are dialed. Read more in Do Not Call (DNC) List.

Accessing
Call lists can be accessed by selecting "Lists" in the Navigation pane. All available call lists will be displayed in the "List" pane on the right.

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Associated Campaigns Update State The information displayed in the columns can be accessed and updated via the "List Properties" window and the options that appear when right-clicking on a List object.

Functions
The system allows the administrators to add, update, rename, and remove call lists. A call list can be updated manually or by importing a file that contains the data. It is also possible to schedule list updates by pulling lists from an FTP server. When you create and update the list, it is available for dialing with an Outbound or Autodial Campaign. Updating a list may create or update Contact Records in the Contact database. You can also import records directly into the Contact database using the Contact folder (see the Contact Record chapter for more details). Contact records that have not been added to a List are unavailable for dialing. You can organize your lists in any order prior to uploading. Unless a different sort order is specified in a Campaign Profile, the system will then follow this order while dialing these records for the first time. By default, the Dialer will process a list in the records uploaded order. You can use the "Shuffle" button during the "Preview stage of List Updates to randomly rearrange the order of records. Note: Disposition settings, Campaign Profiles, and other options may affect the dialing order of list records. The List Dialing Mode option in Campaign Properties is used to set how the Dialer will handle the dialing process. You can use a Campaign Profile to change the dialing order of a call list, based on any of the Contact fields, or filter List Records that are dialed in a campaign by adding Filter Criteria. Read more in Filtering and Sorting Lists (Profiles). In Campaign Profile Properties, you may also define the order in which the "number1," "number2," and "number3" fields of a record are dialed. You can use the Workflow Rules to automatically reset the dial position to the top of the list, based on specified conditions, or manually reset the dial position by right-clicking on the Outbound or Autodial Campaign and selecting "Reset List Position.

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General Information

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About International Call Lists


Since the Five9 VCC is located in the U.S., we must use the North America Numbering Plan for numbers outside the United States and Canada. International numbers must begin with 011. International number length should be no more than 20 digits. Components of an international telephone number include: U.S. International Access Code: 011 Country Code: Example - 44 National Destination Code: Example - 207 Subscriber Number: Example - 9294765 Example: 01144207929476598 Note: Outbound calls will follow the same default settings for international countries as for domestic calls. Dialing hours for a campaign can be changed by setting up a Campaign Profile and associating it to the campaign. Read more in Creating International Dialing Lists. International call rates can change frequently. There are currently over 2,000 international dialing locations. In order to stay current on the international call rates, follow the steps listed in Creating International Dialing Lists.

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About Call List Updates


In your Five9 Administrator application, you may need to update the call list in the following cases: Add records to newly-created lists, as they are initially empty. See Adding Call Lists. Update existing contact records in a list. Add new records to an existing list. Remove records from an existing list. There are four ways to update a Call list: Local file import - Read more below. Find the step-by-step guide in Importing/Updating Call Lists. Manual input - Find the step-by-step guide in Importing/Updating Call Lists. Automatic update from an FTP server - Find the step-by-step guide in Scheduling Call List Update. Data export from reports. Note: You can add, remove, and edit Contact Records in the "Contact" folder. Read more in Adding Contact Record and in Editing Contact Records.

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Update from Local File


UPDATE WIZARD

To update a List from a local file, you must right-click on a List and select the "Update List <List Name>" option in the menu. The Update Wizard then opens. It includes several options. The Update Wizard modes are: Basic - If you select this mode, the default options are selected. This mode should only be used if your contacts have unique primary numbers ("number1" field). Otherwise, "Advanced" mode must be used. Advanced - This mode allows defining various options for list and Contact updates, including configuration of the unique key.

The List Update Wizard can include the following steps (dialogs) to import a local file: Step 1 - Select type of update and mode. Step 2 - Select action for List update ("Advanced Mode" mode only). Step 3 - Select action for Contact update ("Advanced Mode" mode only). Step 4 - Choose upload source file. Step 5 - Set field mapping. Step 6 - Preview/add records . The Update Wizard steps are described in detail in Importing/Updating Call Lists.

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FIELD MAPPING AND UNIQUE KEY

When importing a list, it is possible that there are duplicate records within the file or duplicates already in your contact database. The Unique Key allows you to configure how the duplicate records are identified. In other words, the Unique Key establishes the uniqueness of a record. The Key is seen or configured in the field mapping step of the Update Wizard. When using "Basic mode for List Updates, the Key is always set to "number1" (i.e. primary phone number). When using "Advanced Mode, the key is configurable to one or more Contact Fields. Number1 + first_name + last_name is selected by default in "Advanced Mode). When multiple Contact Fields are selected for the Key, the entire combination of values in those fields must match for two Contact Records to be considered as duplicates. Basic mode: Advanced mode:

Note: Records are considered duplicates if the unique key matches more than one of the records in a source file. In "Basic Mode, only the first of these duplicate records will be processed. You may change an option in "Advanced Mode to change this behavior. The unique key for Outbound Campaigns can be a phone number when you want to dial only one contact per number. However, you may want to expand on this and create a combination of phone number, first name and last name as the unique key. Or you can decide to use an email address or an account number as the key. If you plan to dial multiple contacts at the same phone number (for example, a real estate office), then the unique key must be something other than a phone number. First and last names, along with the phone number, are a good option here. Select number1, first_name, and last_name as the key to follow this setting. If only number1 is selected as the key, only one contact record per phone number will be added.

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USING LIST UPDATE WIZARD WITH BASIC MODE

If your contacts have unique primary numbers, "Basic" mode may be a viable option. Read the stepby-step descriptions in Importing/Updating Call Lists. Here you can find the general description of the Update Wizard behavior in case the "Basic" mode is selected. Add Records to List, Update Contact

Leaving the default settings - the "Add records to list" option is selected, the "Update Contact" option is enabled, "Basic" mode is selected - will have the following effects on your List Update: After Step 1, you will proceed to selecting a file to upload (Step 4), and then to field mapping (Step 5). Records with number1 field values that do not match any existing records in your Contacts database will be added to your list and the Contacts database. Records with keys that match existing records in your Contact will be updated with the information in the source file (overwriting any values that do not match those in the source file), and either added or updated in your list. If there are multiple matches for a Key in your existing Contacts, only the matching record that was created first in the system will be updated with the data from the source file and added to the list. The Key that establishes the uniqueness of a record (seen in the field mapping step of the Wizard) must always be "number1" (i.e., primary phone number). Read more in: Importing/Updating Call Lists, Editing/Updating Contact Records.

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Disabling the "Update Contact" checkbox will have the following effects on your List Update: After Step 1, you will proceed to choosing a file to upload (Step 4), and then to field mapping (Step 5). Records in the source file with keys that do not match any existing records in your Contacts will not be added to the list or Contacts. Records with keys that match existing records in your Contacts will be added to your list, as they appear in your Contacts. The key that establishes the uniqueness of a record (seen in the field mapping step of the Wizard) must always be "number1" (i.e., primary phone number). Read more in: Importing/Updating Call Lists.

Remove Records from List

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Selecting the "Remove records from list" option and "Basic" mode will achieve the following results: After Step 1, you will proceed to choosing a file to upload (Step 4), and then to field mapping (Step 5). All records, including duplicates, with keys that match existing records in your Contacts will be removed from the list, but not the Contacts database. The key that establishes the uniqueness of a record (seen in the field mapping step of the Wizard) must always be "number1" (i.e., primary phone number). Read more in Removing Records/Call Lists.

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USING LIST UPDATE WIZARD WITH ADVANCED MODE

Add Records to List, Add/Update Contact

Selecting the "Add records to list," "Update Contact" enabled, and "Advanced mode" options will allow more customization by enabling two additional steps: Step 2 - "Selecting action for List Update" - consists of three options: Add first (oldest) matching Contact Record to the list - Add only one record to the list if multiple matches are found for a record in your Contacts. Add all matching Contact Records (in case of multiple records) to the list - Add all matching records from your Contacts to the list. Skip list record if multiple matches are found in Contact - Add records to the list only if single matches are found in your Contacts. Step 3 includes two checkboxes: "Add new Record if matching key is not found in Contacts" (allows new records to be added to the Contact if they are not found already) and "Update existing Contact Record(s) with matching key" (allows existing Contact records to be updated with the data from the source file). Disabling both of the checkboxes would disable any Contact updating. Enabling the second checkbox also enables three options: First (oldest) matching record - If multiple existing Contact Records are found, only the Contact record that was created first will be updated. All matching records (in case of multiple matches) - If multiple existing Contact Records are found, all matching Contact Records will be updated.

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Only if single match in Contacts - Contact records will only be updated if additional matching Contact records are not found. The two final steps are for selecting a source file (Step 4) and field mapping (Step 5). The Key that establishes the uniqueness of a record (seen in the field mapping step of the Wizard) may be changed to any combination of Contact fields.

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Add Records to List, The "Update Contact" Is Disabled

Selecting the "Add records to list" option, disabling the "Update Contact" option, and selecting "Advanced" mode will include the options above, but excludes the action for Contact update (Step 3). Instead, any records in the source file with keys that do not match any records in your Contact will not be added to the list or Contact. However, records with keys that match existing records in your Contact will be added to your list as they appear in your Contacts.

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Remove Records from List

Selecting the "Remove records from list" and "Advanced Mode" options will: Allow the key (seen in the field mapping step of the Wizard) to be changed to any combination of Contact fields. Will only delete list records, not Contact records. Add a second step with the following options: Remove all matching records from list. Remove all matching list records, and add first (oldest) matching Contact record to list - Recommended only for cleaning up a list with duplicate records. Read more in Removing Records/Call Lists. Note: To permanently delete contact records from your system, and not only from Call Lists, you must use the Contacts folder.

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Configure

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Adding Call Lists


Follow the instructions below to add a new Call List in your Five9 Administrator application. 1. Right-click on "Lists" in the Navigation pane, and select "Add List."

You can also click on "Lists" and then click on "Add Object" (+ button in toolbar).

2. Enter a name for your list. Choose a name that will help you identify the list in the future. Sometimes it is useful to use the date as a part of the name.

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3. Click "OK" to add the list to the system. 4. The new list does not contain any data. To add information, you will have to update the list. You have several options for the update: The list can be updated by entering records manually, see Importing/Updating Call Lists. The list can be updated by importing a local file, see Importing/Updating Call Lists. The list can be updated from the given FTP server in accordance with a schedule, see Scheduling Call List Update.

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Importing / Updating Call Lists


In your Five9 Administrator application, you may need to update the call list in the following cases: Add records to newly-created lists, as they are initially empty. See Adding Call Lists. Update existing contact records in a list Add new records to an existing list. Remove records from an existing list. There are four ways to update a Call List: Local file import - Read more below. Find the step-by-step guide in Importing/Updating Call Lists (How to import a list). Manual input - Find the step-by-step guide in Importing/Updating Call Lists (How to update the list manually). Automatic update from an FTP server - Find the step-by-step guide in Scheduling Call List Update. Data export from reports - See Exporting Contacts from Reports to Lists. Note: You can add, remove, and edit Contact Records in the "Contact" folder. Read more in Adding Contact Record and in Editing Contact Records.

SUMMARY

How to format a list before import | How to import a list | How to map fields during List Update | How to update the list manually | How to convert an Excel file to comma delimited (.csv) | How to rename the List

How to Format a List Before Import


The most common format for a list is comma delimited, also called comma separated values (.csv). Comma delimited means that fields, or columns, are divided by commas. The other supported options for delimiters are colon, semicolon, or a custom delimiter. The phone number can contain special characters like space, "-," and "( )," but should be limited to ten digits. For example, "(925) 555-1212" will work, but "(925) 555-1212 x123" will not. If you are dialing number outside of U.S. and Canada, your international phone numbers need to be between 10 and 20 digits long and begin with "011. See Creating International Dialing Lists for details.

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Notice: If conducting outbound cold call telemarketing, you may need to scrub your list against the appropriate state or national "Do Not Call" lists before importing them into your Virtual Call Center. Suppliers, such as " Contact Center Compliance" (www.dnc.com). See Managing DNC (Do Not Call) Lists. There are a few things to check before importing your list. You can view and edit the list by opening it in a spreadsheet application, such as Microsoft Excel. 1. Be sure your list has a header row that describes each field, or column, in the list. Note: You may also use source files without headers. In this case, you will need to uncheck the "Has Header option in the Field Mapping step of the List Update Wizard. For files without headers, or always during Scheduled List Update configuration, field mapping will have to be set using column numbers. 2. Check for any new fields you may need to add before importing the list. If your list contains one or more fields that do not currently have an associated Contact Field, add the new field, as described in Managing Default Contact Fields. The field must exist before importing the file, but the names of columns in your file do not need to match the names of corresponding fields in the VCC. Note: If you have fields in your list that you do not want to import into Five9, you can ignore them during the import process. 3. Delete any blank columns within the list. 4. There are no restrictions on the size of a list but we do recommend limiting individual lists to 50,000 records. This list size allows for easier management in addition to shorter upload and campaign start times. 5. You can apply a dialing order to the list after you import it into the system using Campaign Profiles. Read more in Filtering And Sorting Lists (Profiles).

How to Import a List


Follow the instructions below to update your call list by importing records from a .csv file. You can use this method if you already have a list of numbers in a separate file.

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1. Click on "Lists" in the left Navigation pane.

2. Right-click on the call list name and then select "Update List" from the displayed menu.

3. The "List Update" Wizard will open. The Wizard includes several steps. Each step is presented as a separate page. You may navigate between them, using the "Next and "Back buttons. Step 1 - Select type of update and mode. Step 2 - Select action for List update ("Advanced Mode only). Step 3 - Select action for Contact update ("Advanced Mode only). Step 4 - Choose upload source file. Step 5 - Set field mapping. Step 6 - Preview/add records. The steps are described below.

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STEP 1 - SELECTING TYPE OF UPDATE AND MODE

You will see the "Select type of update and mode" dialog. Here, you can choose whether you want to add or remove records and use "Basic" or "Advanced" Mode. Read more about modes in About Call List Updates.

1. Select the desired options. Type of Update - Here, you may choose whether you want to "Add" or "Remove" records, update the Contact, or only add existing records from your Contacts. When adding records to a list, make sure the "Add records to list" option is selected. Add records to list - Used to add the records to the list. Add/Update Contact - Enabling this option allows new Contact Records to be added, if records matching the Key field(s) do not already exist in your Contacts. Existing Contact Records will also be updated with information in your source file. Disabling this option only allows existing Contact Records that match the values in the "Key field(s) to be added to the list. Remove records from list - Used to remove the records from the list. Read more in Removing Records/Call Lists. Note: The meaning of the fields can vary depending on the mode selected. See the descriptions below. Update Mode - Select between: Basic Mode (one Record per primary number) - This mode is useful for customers who use unique primary numbers for each contact. Advanced Mode - This mode is useful for customers who would like more flexibility. 270

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2. Click on "Next" to proceed to the next step.

STEP 2 - SELECTING ACTION FOR LIST UPDATE

If you selected the "Advanced" mode, you can select the action for List update. If you selected the "Basic" mode, this wizard step is not available. 1. Set the following options. While adding records to list, the following options are available: Add first (oldest) matching Contact Record to the list - Add only one record to the list if multiple matches are found for a record in the Contact. Add all matching Contact Records (in case of multiple records) to the list - Add all matching records from the Contact to the list. Skip record if multiple matches are found in Contact - If there are duplicate records found, skip the record and do not apply any changes to the record in the List. The match is based on the unique key defined on the next step. Delete all list records before update - Use this option to clear the list before adding new records. This feature removes all records in the list before adding the new records. Notice: When enabling this option, some reporting data (regarding the deleted list records) can be lost.

While removing records from list, the following options are available: Remove all matching records from list

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Remove all matching list records, and add first (oldest) matching Contact Record to list - Recommended only for cleaning up a list with duplicate records.

2. Click "Next" to proceed to the next step.

STEP 3 - SELECTING ACTIONS FOR CONTACT UPDATE

If you selected "Advanced Mode," "Add records to list," and "Add/Update Contact," you can select the action for Contact update. If you selected the "Basic" mode, this wizard step is not available. 1. Set the following options: Add new record if matching key is not found in Contact - Allows new records to be added to your Contacts, if they are not already found. Update existing Contact record(s) with matching key - Allows existing Contact records to be updated with the data from the source file. Enabling this checkbox also enables three options: First (oldest) matching record - If multiple existing Contact Records are found, only the Contact record that was created first will be updated. All matching records (in case of multiple matches) - If multiple existing Contact Records are found, all matching Contact Records will be updated. Only if single match in Contact - Contact records will only be updated if additional matching Contact records are not found. Note: Disabling both of the above checkboxes would disable any Contact updating.

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Action on data type format error - This setting determines how to treat records whose field values do not conform to Data Types, configured in the Contacts folder. See Data Types. Report as error and skip - The error will be reported, and the entire Contact Record will be skipped. Leave field blank - The non-conforming field will be left blank, while the rest of the fields for the Contact Record will be added or updated.

2. Click "Next" to proceed to the next step.

STEP 4 - CHOOSING UPLOAD SOURCE FILE

1. To import records from the previously prepared file, select the second option - "Local file."

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To input records manually, select the "Input records manually" option. Refer to How to update the list manually below. 2. Choose the .csv file located on your PC by clicking on the ">> button." The file format is described in the .csv section below.

3. Optionally, check the "Skip preview of uploaded records (recommended for large files)." This option skips the last step of the List Update Wizard.

4. Optionally, check the "Send the report summary to the following e-mail address(es)" option and define the email address(es), separated by commas. Send the report summary to the following email address(es) - If the box is checked, a text box will be available to enter the email address where a report with an update summary will be sent. In case you need to enter more than one email address, separate them with a comma. An error report looks similar to the following:

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5. Click "Next" to continue.

STEP 5 - SETTING MAPPING FROM SOURCE FIELDS TO CONTACT FIELDS

In the dialog box you can see a list of Contact fields: number1 number2 number3 first_name last_name company street city state zip any custom contact fields added. See Adding and Configuring Contact Fields. Note: If you do not select a corresponding field for the displayed Contact Fields, they will not be updated. Removing fields with the "Remove Selected Items button is optional.

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1. From the "Delimiter" drop-down menu, select the delimiter used to separate the fields in the file. The following delimiters are available: Comma Colon Semicolon Custom - Enables the "Custom text field, where you may enter the character(s) used as delimiters in the source file. Comma-delimited is the most commonly used format.

2. Select the "Has header" checkbox if the first row in the file is the header that defines the names of the fields. If the file has headers, they are listed in the drop-down menu in the "Source Field Name" column.

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3. Map the file fields with the Contact database fields. Read instructions below in How to Map Fields. 4. After you finish defining the field mapping and key, click "Finish."

5. A message is displayed indicating the number of records read from the file.

STEP 6 - VIEWING/ADDING RECORDS

The preview screen shows the records read by the system. The preview screen is displayed only if the "Skip preview of uploaded records (recommended for large files)" option was not selected on a previous step. 1. Check the list to make sure all fields are correct. Note: This list contains only the records you are going to import. Existing and unchanged list records are not listed here.

2. Click on "Shuffle" if you want to randomly reorder the list. Unless Campaign Profile options are used, the system dials in the order you upload the list, so this option may be useful to randomize a list that is in phone number order. Note: You can apply a different dialing order to the list by using Campaign Profiles. Read more in Filtering And Sorting Lists (Profiles).

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3. You can manually insert and edit records. Refer to How to update the list manually below. 4. Optionally, enable the "Check for non-ASCII symbols before saving" option. This option checks for non-ASCII symbols entered into any fields, to avoid errors in the future. Disabling this option allows large updates to be completed more quickly.

5. Click "Save" to import the records displayed in the list.

6. A confirmation message opens. Click "Yes" to add the listed records to Contact database.

7. A message indicating a successful upload is displayed:

8. A message indicating a successful update is displayed.

9. You can see the new number of records for the updated list in the Size column of the List pane.

The list is now available for dialing in an Outbound or Autodial Campaign. Before a list can be dialed, it must be added to a Campaign. See the About Outbound Campaign for details. Notes: 1. If your list shows zero records after the import, it is possible that the phone number field is not formatted properly or there is a comma in one of the fields. Check the phone number field and other fields for commas. 278

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2. During the update process, the system may not import all records, due to duplicates and invalid phone numbers. Therefore, it is possible the VCC list will show fewer records than your original list. The system will not import the following records: Numbers with less than 10 digits Numbers that begin with a "1"

How to Map Fields During List Update


On Step 5 of the List Update Wizard ("Setting mapping from source fields to Contact Fields"), you can use the drop-down menus under the Source Field Name to associate the columns in your file with the fields in the Contact database. For example, in the following example we select the "Phone Number" field from the drop-down menu to match the "number1" Contact Field.

If the file does not contain a header, the fields should be mapped by specifying the field order in the file. Field number1 is the first field from the left in your file. The order of the fields in the source file are set using the Up and Down arrows in each "Source Field Index field for the Contact Fields that will be mapped with columns in your file.

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You can optionally click on "Remove Selected Items" to remove fields from the mapping list. "Add Mapping Item" is used to add the fields from the Contact database to the mapping list.

These options are useful to remove Contact fields from the mapping list that you do not typically use. For example, if you do not use alternate phone numbers you can remove the number2 and number3 fields. Removing unmapped fields from the list is not required, but can be used for convenience, especially if your system contains many Contact Fields. The current mapping can be reset by clicking on "Clear Mapping."

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SMART MAPPING

"Smart Mapping" allows you to quickly map fields, based on the previously-used configuration. This option is only available if the "Has Header" option is enabled. The system remembers your last mapping and applies it when clicking on "Smart Mapping."

After clicking on "Smart Mapping," the mapped fields will be highlighted and a notification message is displayed:

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USING MAPPING TEMPLATES

1. Mapping templates can be created to save frequently used mappings. The templates can then be used for field mappings in the future. To create or apply a mapping template, click on "Mapping Templates."

2. All stored mapping templates will be shown in this dialog box. You can select one of them for the current list update or save the current mapping for future use. Stored mapping templates can be removed. 3. To save the mapping, enter a name for the mapping template in the "Save current mapping as template" text field and click on "Save."

4. To load a mapping template, select it from the list and click on "Apply Template."

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6. To return to the "List Update" dialog window, click on "Cancel."

7. The current mapping can be reset by clicking on "Clear Mapping." 8. In the "Key" column, select the checkboxes next to the fields you want to be used as the unique key. In Simple Mode, the "number1" field is always selected as the key. You can select keys only in Advanced Mode. By default, the "number1," "first_name," "last_name" fields are selected as the key in Advanced Mode.

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The key is used to identify duplicate records in the Contact database and in the list (when importing a list). When importing a list, it is possible there are duplicate records within the file or duplicates already in your contact database. The key allows you to configure how the duplicate records are identified. Note: When updating the Contact or a list from a file that contains duplicate records, the first of these duplicate records will be processed. Records are considered duplicates if the unique key matches more than one of the records in the file. The unique key for Outbound Campaigns can be a phone number when you want to dial only one contact per number. However, you may want to expand on this and make the combination of phone number, first name and last name the unique key. Or you can decide to use an email address or an account number as the key. If you plan to dial multiple contacts at the same phone number, a real estate office for example, then the unique key must be something other than phone number. First and last names are good options here. Otherwise only one contact record per phone number will be added. Example: You can select first_name and last_name as the key, if you want to use contact names as the unique identifier for duplicate records.

How to Update the List Manually


To update the call list by entering data manually in the fields, follow the instructions below. You can use this method to manually edit or add new records. Access the "List Update" wizard as previously described in How to Import a List.

STEP 4 - CHOOSING UPLOAD FILE

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1. To input records manually, select the "Input records manually" option on Step 4 in the "List Update" wizard.

2. Optionally, check the "Send the report summary to the following e-mail address(es)" and define the email address(es). Send the report summary to the following email address(es) - If this box is checked, a text field will be available to enter the email address(es) where a report with an update summary will be sent. If you need to enter more than one email address, separate them with a comma. An error report email looks similar to the following:

3. Click "Next" to continue.

STEP 5 - SETTING MAPPING FROM SOURCE FIELDS TO CONTACT FIELDS

This step - "Please select key fields - is only available in Advanced Mode. Here, may assign the key field(s) to be used for determining whether or not a Contact Record is unique. 1. In the "Key" column, select the checkbox next to each field to be considered as a key field. The key is used to identify the duplicate records in the Contact database. If a field is marked as "Key," the system considers such records as unique and will look for matches. Each record from the key field will be displayed in the Contact database in a separate row. If the field is not marked as "Key," the field can be overwritten if a Key field match is found. 285

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Note: There are a number of options you can set if matches are found - you can define them on the following screen after clicking on "Next." By default, the "number1," "first_name," and "last_name" fields are selected.

2. Click on "Finish."

STEP 6 - VIEWING/ADDING RECORDS

If "Insert record manually" update has been selected, the list of records is empty. This screen allows you to manually add new records.

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1. To insert a new record, click on "Insert."

2. Enter the contact information to insert into the list and click "OK." Note: Number must be either 10 digits for dialing within North America, or begin with "011" for International numbers. International numbers length should be no more than 20 digits.

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3. A new line will be displayed.

4. Double-click on a row, or select it and press Edit, to edit data for that record. 5. Optionally, enable the "Check for non-ASCII symbols before saving" option.

6. After you finish adding records to the list, click on "Save."

7. Confirm that you want to add the record(s) to the list by clicking "Yes."

8. Click "OK" in the message indicating the data has been successfully uploaded to the server.

9. Click "OK" to finalize the update procedure.

10. You can see the new total number of records in the "Size" column. 11. The list is now available for dialing in an Outbound Campaign. Before a list can be dialed it must be added to an Outbound Campaign. See About Outbound Campaign for details. 288

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How to Convert an Excel file to Comma Delimited (.csv)


If your list is in Excel format (.xls file extension), follow the steps below to convert it to comma delimited (.csv): 1. Open the list in MS Excel. 2. Click on the "File" drop-down menu. 3. Select "Save As." 4. Select file type as "Comma Separated Value (CSV)." 5. Click on "Save." Note: For most file formats, Excel converts only the active sheet. To convert the other sheets, switch to each sheet and save it separately. Note: Whenever you convert to a different file format, some of the formatting, data, and other features might be lost.

How to Rename Lists


To rename a list using the right-click menu, follow the instructions below. Note: You can also rename the objects in their properties window. 1. Click on "Lists" in the left Navigation pane.

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2. Right-click a List name and select "Rename" from the displayed menu.

3. Enter a new name for the object.

4. Confirm your entry by clicking "OK."

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Scheduling Call List Update


In the Five9 Administrator application, you can schedule a "List update." When using a scheduled update, the system will pull a list from an FTP server at a scheduled time and date. You must have an FTP server to use this option. If your call center needs to frequently change or update lists, automate the process by using an FTP server to store the lists and then schedule routine updates according to your needs. You may want to schedule list updates for the Call List in the following cases: To add contacts to new lists. Update contacts in existing lists. If your lists change periodically. Note: You can schedule Contact Record export from reports to Call Lists.

SUMMARY

How to schedule List updates | How to change/configure a schedule | How to disable schedule | How to remove schedule

How to Schedule List Updates


To create the scheduled update for a Call List, follow the instructions below. 1. Select "Lists" in the Navigation pane.

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2. Right-click on the "Call List" name in the Navigation or List pane, select "Scheduled Uploads."

3. The following "Schedules for <List Name>" window opens.

4. Click "Add" to create a new schedule.

5. The "Schedule Editor" wizard will open. It includes several steps. Each step is presented as a separate dialog. Step 1 - Scheduling Date and Time Step 2 - Selecting type of update and mode Step 3 - Selecting action for List update ("Advanced" mode only) Step 4 - Choosing upload source File Step 5 - Setting mapping from source fields to Contact fields The steps are described below. 6. Once the update schedule has been defined, click "OK" in the "Schedules for <List Name>." 292

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STEP 1 - SCHEDULING DATE AND TIME

1. In the "Schedule Editor" window, define the following options: Schedule Name Days of Week - Select the appropriate week day(s) by clicking on the corresponding checkboxes to launch the update on the chosen day(s). Start on Time - Set the time when the update process should be started. Time Zone - Make sure the time zone has been selected correctly. Start Date, End Date - In the "Start Date" and "End Date" calendars, choose the duration the update process will run.

2. Click "Next" to proceed to the next step.

STEP 2 - SELECTING TYPE OF UPDATE AND MODE

On the "Select type of update and mode" step you can choose whether you want to add or remove records and use the new "Basic" or "Advanced" modes. Read more about modes in About Call List Updates.

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1. Select the desired options. Type of Update - Here, you may choose whether you want to "Add" or "Remove" records, update the Contact, or only add existing records from your Contact. When adding records to a list, make sure the "Add records to list" option is selected. Add records to list - Used to add the records to the list. Add/Update Contact Remove records from list - Used to remove the records from the list. Read more in Removing Records/Call Lists. Note: The meaning of the fields can vary depending on the mode selected. See the descriptions further. Update Mode - Select between the following two modes: Basic Mode (one Record per primary number) - This mode is useful for customers who use unique primary numbers for each contact. Advanced Mode - This mode is useful for customers who would like more flexibility. 2. Click "Next" to proceed to the next step.

STEP 3 - SELECTING ACTION FOR LIST UPDATE

If you selected "Advanced" mode, you can select the action for List update. If you selected the "Basic" mode, this step is not available. 1. Set the following options. 294

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While adding records to list, the following options are available: Add first (oldest) matching Contact Record to the list - Add only one record to the list if multiple matches are found for a record in the Contact. Add all matching Contact Records (in case of multiple records) to the list - Add all matching records from the Contact to the list. Skip record if multiple matches are found in Contact - If there are duplicate records found, skip the record and do not apply any changes to the record in the List. The match is based on the unique key(s) defined in the next screen. Delete all list records before update - Use this option to clear the list before adding new records. This feature removes all records in the list before adding the new records. Notice: In case of enabling this option some reporting data can be lost. While removing records from list, the following options are available: Remove all matching records from list Remove all matching list records, and add first (oldest) matching Contact Record to list - Recommended only for cleaning up a list with duplicate records.

2. Click "Next" to proceed to the next step.

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STEP 4 - CHOOSING UPLOAD SOURCE FILE

1. Configure the following options: File name - The name of the file containing the list updates. FTP address - The FTP server address. Login - The user name that will be used to access the FTP server. Password - The password that will be used to access the FTP server. All fields are required. Verify that the entries are correct to avoid FTP connection problems.

2. Optionally, check the "Send the report summary to the following e-mail address(es)" option. Send the report summary to the following email address(es) - If the box is checked, a text box will be available to enter the email address where a report with an update summary will be sent. In case you need to enter more than one email address, separate them with a comma. An error report looks similar to the following:

3. Click "Next."

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STEP 4 - SETTING MAPPING FROM SOURCE FIELDS TO CONTACT FIELDS

1. From the "Delimiter" drop-down menu, select the delimiter used to separate the fields in the file. The following delimiters are available: Comma Colon Semicolon Custom - Enables the "Custom text field, where you may enter the character(s) used as delimiters in the source file. Comma delimited is the most used format.

2. Select the "Has header" checkbox if the first row in the file is the header that defines the names of the fields. If the file has headers, they are listed in the drop-down menu in the "Source Field Name" column. 297

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3. Map the file fields with the Contact database fields. Note: When scheduling updates, mapping fields can only be done by using column position numbers, rather than column names in the header. 4. After you finish defining the field mapping and key, click "Finish."

The new schedule will appear in the "Schedules for <List Name>" window. The update process will run at the time you previously defined in the schedule settings. Update status is indicated in the "Update State" column in the "Lists" screen.

How to Change/Configure a Schedule


To change or configure the scheduled update for a Call List, follow the instructions below. 1. Select "Lists" in the Navigation pane.

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2. Right-click on the "Call List" name in the Navigation or List pane, select "Scheduled Uploads."

3. The "Schedules for <List Name>" window opens. It displayed already created schedules for list update. 4. Select a schedule and click "Edit."

5. The "Schedule Editor" wizard will open. See How to Schedule List Updates. 6. Once you have finished editing the schedule, click "OK" in the "Schedules for <List Name>" window.

How to Disable a Schedule


To temporarily disable/enable the schedule for a Call List, follow the instructions below.

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1. Select "Lists" in the Navigation pane.

2. Right-click on the "Call List" name in the Navigation or List pane, select "Scheduled Uploads."

3. The "Schedules for <List Name>" window opens. It displays already created schedules for list update.

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4. Select a schedule and click "Disable."

5. Click "OK" in the "Schedules for <List Name>" window.

How to Remove a Schedule


To remove the schedule for a Call List, follow the instructions below. 1. Select "Lists" in the left Navigation pane. 2. Right-click on the "Call List" name in the Navigation or List pane, select "Scheduled Uploads."

3. The "Schedules for <List Name>" window opens. It displays already created schedules for list update.

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4. Select a schedule and click "Remove."

5. Click "OK" in the displayed confirmation dialog.

6. Click "OK" in the "Schedules for <List Name>" window.

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Viewing List Records


You can view a list of records in your Five9 Administrator application. Follow the instructions below. 1. Click on "Lists" in the Navigation pane.

2. Double-click on the "Call List" name to open the "Call List Properties" dialog. Alternatively, you can right-click on the "Call List" name and select "View Properties of List" in the drop-down menu.

Depending on the size of the list, it may take a few moments to load the numbers to your List. 3. Once the list has been loaded, the list records are displayed in the "List Properties" window. If the list contains many records, you may browse through multiple pages by pressing "Next and "Previous. You may also sort the records on each page by clicking on the headings of the columns in the table.

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Removing Records/Call Lists


SUMMARY

Options to delete List records | How to remove records using a local file | How to remove Call Lists

Options to Delete List Records


There are two options to delete List records: o o Deleting records using a .csv file - This option is suitable if you are going to delete multiple records from the List. To use this option, you need to prepare a list of records to delete (.csv format). This method is appropriate for removing large numbers of records from Call Lists. Deleting records by entering them manually - You will need to manually enter the key field(s) of the records you wish to delete.

Notice: You can also use the delete function in the "Contacts" folder. Read more in Removing Contacts. Follow the instructions below to delete records from your Call List.

How to Remove Records


Follow the instructions below to remove Records from a Call List. 1. Click on "Lists" in the Navigation pane.

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2. Right-click on the name of the call list and select "Update List" from the displayed menu.

3. The List Update Wizard dialog will appear. It is described in detail in Importing/Updating Call Lists. 4. First, you will see the "Select type of update and mode" dialog. As you are going to remove the records, select the "Remove records from list" option.

5. As a result of records removal, the new number of records for the updated list will be displayed in the "Lists" page. Note: If your list record number did not change, it is possible the phone number field is not formatted properly or there is a comma in one of the fields. Check phone number field and other fields for commas.

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How to Remove Call Lists


Follow the instructions below to remove the Call List in your Five9 Administrator application.
OPTION 1 - DELETING INDIVIDUAL LIST

1. Select "Lists" in the left Navigation pane.

2. Right-click on the Call List name in the List pane and select "Remove List" from the drop-down menu.

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3. Click "Yes" to remove the Call List.

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OPTION 2 - DELETING ONE OR MULTIPLE LISTS

1. Select "Lists" in the left Navigation pane. 2. Click on "Remove Object(s)" in the toolbar.

3. Select one or more items in the "Remove Object" window. Note: You can hold <CTRL> or <SHIFT> to select multiple items.

4. Click "OK."

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5. You can click "Yes" for each select item or click "Yes to all" in the "Confirm" dialog.

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Creating International Dialing Lists


Follow the instructions below to upload lists with international telephone numbers to your Five9 Administrator application. 1. Open the Call List in MS Excel.
REMOVING ALL SPACES BETWEEN NUMBERS IN THE PHONE COLUMN

2. Highlight the phone number column by clicking on the column letter. Click the "Edit" menu and select "Replace" (or press <CTRL> + <H>). 3. In the "Find What" text box, press the <Backspace> key to make sure there are no extra spaces and press the <Space Bar> once. Click "Replace All."

ADDING 011 AND COUNTRY CODE.

Note: Numbers in the list must be grouped by country code for easier processing. 4. Insert a new column to the right of the phone number column by selecting "Insert" from the toolbar and select "Column." 5. Click on the new column letter to highlight the entire column.

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6. Right-click on the column heading and select "Format Cells" from the menu. 7. Click "Text" in the category box and click "OK."

8. Enter 011 and the country code in the second line below the header line. 9. Copy this value to all the cells below.

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COMBINING THE 011+COUNTRY CODE COLUMN TO THE NUMBER COLUMN

10. Insert another column to the right of the 011+ country code column. 11. Enter a formula =B2&A2 in the second row below the header line.

The new cell will now display the combined 011 + country code + phone number. 12. Copy the formula to all the cells in the new column.

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REPLACING THE FORMULA WITH THE VALUE OR RESULT OF THE FORMULA

14. Select the entire column for the new combined phone number (the column with the formula). 15. Right-click the column and select "Copy." 16. Right-click the column again and select "Paste Special." 17. From the "Paste Special" window select "Values" and click "OK."

18. Delete the original number column and the 011+country code column. 19. Enter a name for the new phone number column in the heading line (1st line).

20. Access the "File" menu from the toolbar and save the file as .CSV (comma delimited) format.

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Note: If you reopen a file as created above in Excel after saving it, Excel will strip out the leading zero in the phone number. It is important to complete all editing before closing the file. You may use Notepad or Microsoft Word to edit the file after saving. 21. The file can now be uploaded as a list using the Five9 Administrator Tool. Read more in Importing/Updating Call Lists.

Troubleshooting International Calls


ERROR MESSAGE: "THE BILLING ID CANNOT BE FOUND"

This error indicates you are attempting to dial a number that is currently not supported by the Five9, Inc. VCC application.
TOLL FREE NUMBERS

Toll free numbers cannot receive inbound international calls. If you wish to receive calls from international callers, speak with your account representative about ordering local toll circuits at our data center. You may then choose to: 1. Order international toll service from other providers (Sprint, AT&T, and MCI all offer this service, among others), which are forwarded to the Five9 toll circuit, or 2. Have your international callers call you at the US local number.
ANI DELIVERY

ANI delivery is not guaranteed on international calls. It is Five9s experience that only about 10% of calls placed or received internationally will have caller IDs.

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Exporting Call Lists


Follow the instructions below to export a Call List in your Five9 Administrator application. 1. Select "Lists" in the left Navigation pane.

2. To export the Call List, double-click on the name of the Call List to open the Call List properties. You can also right-click on the Call List name and then select "View properties of list" in the displayed menu.

3. Depending on the size of your list, it may take some time for the system to process your request.

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4. The Call List properties dialog will open.

5. To export the Call List, click on "Export" at the bottom of the dialog.

6. In the "Save" dialog box, choose the location of the File on your local PC and enter the File name into the "File name" field.

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7. Click on "Save" to proceed to the "Export Data" dialog. 8. In this dialog, select the checkboxes next to the fields names from the Contacts database you want to export.

9. Arrange the order of fields in the record template by using the "Up" and "Down" buttons.

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10. To open an export template, click "Load Template," or save the current template for future use by clicking on"Save Template."

11. To complete the export procedure, click on "Export."

12. When the export process is finished, a message with the export results will be displayed.

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Contacts

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About Contacts
Contacts in your Virtual Call Center are stored in a Contacts database. The database is updated by importing a list, importing contact records, or when an administrator or agent updates a contact record manually. Read more in About Call Lists. When a call is connected to an agent, the contact data from the Contacts database is displayed. The Contact database has eight standard data fields. These fields cannot be deleted, but you can add custom fields to the database.

Contact Fields
The permanent, default Contact fields are as follows: number1 number2 number3 first_name last_name company street city state zip Records can contain up to three different phone numbers. Multiple records can contain the same number. If your lists or contact records contain one or more fields that do not currently have an associated Contact field, add the new field to the Five9 VCC before performing List or Contact Record Updates. Read how to create additional fields in Managing Contact Fields. Except for the three number fields, each default contact field can contain any text values and cannot exceed 250 characters length. Note: Custom contacts fields may be configured to only accept certain text formats. See Managing Contact Fields. Individual contact records can be accessed by selecting "Contact" in the Navigation pane and performing a Search (Contact Lookup). The information displayed in the columns can be accessed and updated via the "Contact Properties" window.

Functions
To display records, you need to use the "Lookup Contact Record" function. Contact records matching search criteria will be displayed in the List pane on the right. Read more in Displaying/Filtering Contact Records. 321

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The system allows the record to be added (directly in Contact folder or by using Lists), edited, and removed.

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General Information

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About Contact Updates


There are several ways to update the Contact Records: By editing individual records in the properties window - See Editing/Updating Contact Records (How to edit individual record). By importing a local file - See Editing/Updating Contact Records (How to import data from file). By manual edit in the table/grid - See Editing/Updating Contact Records (How to update manually). By scheduling automatic updates via ftp - Read more in Scheduling Contact Records Update. During call lists updates - Read more in Importing/Updating Call Lists. Agents can have an ability to update Contact records - Read more in Adding Contact Records (Agent). See also: Removing Contact Records.

Updates from Local File


UPDATE WIZARD

To update the Contact records from a file, you need to use the "Contact Update" menu item from the list right-click menu. During list update, the Update Wizard is used. It includes several dialogs with options. The following update "Modes are available: Basic - If you select this mode, the default options are selected. It should only be used if your contacts have unique primary numbers ("number1" field). Otherwise, "Advanced" mode must be used. Advanced - This mode allows you to define various options for Contact update. You can manually map the fields. The unique key is configurable in "Advanced" mode.

The Contact Update Wizard can include the following steps (dialogs) to import a local file: Step 1 - Selecting type of update and mode. Step 2 - Selecting action for Contact update ("Advanced" mode only). Step 3 - Choosing upload source File. Step 4 - Setting mapping between source file fields and Contact fields. Step 5 - Viewing/adding records. The Update Wizard steps are described in detail in Editing/Updating Contact Records.

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FIELD MAPPING AND UNIQUE KEY

Same as mapping in call list updates. Please refer to About Call List Updates (Field Mapping and Unique Key).

USING CONTACT UPDATE WITH BASIC MODE

If your contacts have unique primary numbers, "Basic" mode may be a viable option.

Add Records to List

Leaving the default settings - "Add records to list," "Basic Mode" - will have the following effects on your Contact Update: After the first step, you will proceed to choosing a file to upload, and then to field mapping. Records with keys that do not match any records in your Contact will be added to your Contact database. Records with keys that match existing records in your Contact will be updated with the information in the source file. If there are multiple matches in your Contact, only the matching record that was created first in the system will be updated with the data from the source file. The Key that establishes the uniqueness of a record (seen in the field mapping step of the wizard) must always be "number1" (i.e., primary phone number). See also: Editing/Updating Contact Records (How to import data from file).

Remove Records from Contact

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Selecting the "Remove records from Contact" option and "Basic Mode" will achieve the following effects: After the first step, you will proceed to choosing a file to upload, and then to field mapping. All records, including duplicates, with keys that match existing records in your Contact will be removed. The Key that establishes the uniqueness of a record (seen in the field mapping step of the wizard) must always be "number1 (i.e., primary phone number). See also: Removing Contact Records.

USING CONTACT UPDATE WITH ADVANCED MODE

Add records to list

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Selecting the "Add records to Contact" option and "Advanced Mode" will allow more customization by enabling an additional step: The second step includes two checkboxes: "Add new record if matching key is not found in Contact" (allow new records to be added to the Contact if they are not found already) and "Update existing Contact record(s) with matching key" (allow existing Contact records to be updated with the data from the source file). Disabling both of the checkboxes would disable any Contact updating, and you will not be able to proceed to the next step of the Contact Update Wizard. Enabling the second checkbox also enables three options: First (oldest) matching record - Only the Contact record that was created first will be updated. All matching records (in case of multiple matches) - All matching Contact records will be updated. Only if single match in Contact - Contact records will only be updated if other matching Contact records are not found. The two final steps are for selecting a source file and field mapping. The Key that establishes the uniqueness of a record (seen in the field mapping step of the wizard) may be changed to any combination of Contact fields. See also: Editing/Updating Contact Records (How to import data from file).

Remove records from Contact

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Selecting the "Remove records from Contact" option and "Advanced Mode" will: Allow the Key (seen in the field mapping step of the wizard) to be changed to any combination of Contact fields. Add a second step with the following options: Remove all matching records from Contact. Remove all but first (oldest) matching record from Contact - Recommended only for cleaning up a Contact database that contains duplicate records. Skip record if multiple matching records are found - Recommended only if checking report emails to see which records are duplicates. See also: Removing Contact Records.

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Contact Fields
Contacts in your Virtual Call Center are stored in a Contact database. The database is updated by importing a list or when an agent updates a contact record. The Contact database has eight standard data fields. You can access the contact fields in the Five9 Administrator application by selecting "Contacts" "Fields" in the left navigation pane. In this list, there are the following columns: Field Name Data Type - All data types are listed in Data Types. Field Type (System, Mapped, Custom) - See the descriptions of each type below. Display As - The "Display as" setting lets you control how the Contact fields are displayed in the Agent application. Custom fields may be hidden or displayed as long or short fields on the Agent Current Call screen.

SYSTEM FIELDS

The system Contact fields are: number1 number2 number3 Note: Campaign Profiles and List Dialing Mode allow you to define the order in which the numbers are dialed. Note: The phone fields allow to enter 20-digit (international) numbers. first_name last_name company street city state zip These fields cannot be deleted, but you can add/delete custom fields in the database.

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CUSTOM FIELDS

Check for any new fields you may need to add before importing a list (Importing/Updating Call Lists) or adding contact records. If your dialing list or contact list contains one or more fields that do not currently have an associated Contact field, add the new field. Example: "Email is not a default field, and will need to be added as a custom Contact Field, if you would like to store this information. Note: A field must exist before importing data, but the names do not need to match exactly. In addition, if you have fields that you do not want to import into Five9, you can ignore them during the import process.

Custom Mapped Fields In addition, you can create custom fields and map them to one of the predefined field types to populate system and dialer information. Mapped fields can be used to store information about the last system and agent dispositions, the last attempted phone number, last campaign, last list, and last agent to use the record, with the fields being updated at the time that a disposition is set. Fields can be configured to save timestamps for when the record was last modified or originally created. These fields can then be used in conjunction with Campaign Profile filtering and sorting criteria for optimal dialing of your contacts. They can also be used for reporting.

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Note: Some of the options for Mapped Fields, such as "Last Disposition, are available as variables or functions in Campaign Profile filter configuration, and do not need to be added as Contact Fields to be used for filtering.

Note: The fields are not set until the record is dispositioned, either by an agent or with a system disposition.

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Data Types
Five9 supports multiple field data types, in addition to the default "String (text) data type. Multiple data types are supported by: Worksheets Variables Contact Fields The following table provides information about options for each data type. Types may be used for simplifying data consistency control.
DATA TYPE VIEW TYPE OTHER OPTIONS DISPLAY FORMAT

(not predefined lists) String Multiline Single Line

Number

Single Line

Digits before decimal point (1 16) Digits after decimal point (0 15) Note: The total available number of characters is 16.

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Date

Multiline Single Line

yyyy-MM-dd MM/dd/yyyy MM-dd-yyyy MM-dd-yy MMM dd yyyy dd MMM dd-MM MM-dd

Time

Multiline Single Line

HH:mm:ss.SSS HH:mm:ss HH:mm hh:mm a HH hh a H:mm h:mm a

Date/Time

Single Line

same as Date and Time data types

Currency

Single Line

Digits before decimal point (1 16) Digits after decimal point (0 15) Note: The total available number of characters is 16. Currency Type ($, , )

Boolean

Single Line

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Percent

Single Line

Digits before decimal point (1 16) Digits after decimal point (0 15) Note: The total available number of characters is 16.

Email

Single Line

Phone

Single Line

Duration

Single Line

hh:mm:ss.SSS hh:mm:ss hh:mm hh mm:ss.SSS mm:ss mm ss.SSS ss SSS

Note: The configured "Display Format" for a custom Date, Time, or Date/Time field does not affect the format used in Connector parameter values. Date values are sent in yyyyMMdd format; Time values are sent in HHmmssSSS format; Date/Time values are sent in yyyyMMddHHmmssSSS format.

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Configure

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Adding Contacts
SUMMARY

How to add Contact records

How to add Contact Records


Follow the instructions below to manually add a new Contact record in your Five9 Administrator application. 1. Right-click the "Search" folder under "Contacts" in the left Navigation pane. From the displayed context menu, select the "Add Contact."

Alternatively, you can click on "Search" folder under "Contacts" and then click on the "Add" button in the toolbar.

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2. When the "New Contact Properties" window loads, enter the details for the new Contact record. The fields to be filled can include standard and custom ones. Read more about fields in About Contacts.

3. Click on "Save."

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4. A new row will be displayed in the list.

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Displaying/Filtering Contacts
To list all Contact records, or only records with specified criteria, use the "Contact Lookup" feature, which retrieves data from the Contact database. Administrators can select a subset of Contact records using the "Lookup" function. The results of the Lookup are limited to 1,000 Contact Records.

SUMMARY

How to display Contact records

How to Display Contact Records


Follow the instructions below to display Contact records in your Five9 Administrator application. 1. Right-click on "Search" folder under "Contacts' in the left Navigation pane, and select "Contact Lookup" from the displayed menu.

Alternatively, you can enter to "Contact" right.

"Search" and then click on the top bar of the area on the

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2. The "Contact Record Lookup" window will open.

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3. Define the criteria for searching by selecting the checkbox corresponding to the appropriate field and defining the value for it. Select "Include records from DNC List to include records that have all of their numbers in the Do Not Call list. Deselect this option to avoid showing such records. To search only for records that have all numbers in your Do Not Call list, select the "Search In DNC List Only options.

Note: Only records with full (not partial) matches will be displayed. Tip: If you want to display all existing Contact records, do not define any values. Click on "Lookup." However, note that only a maximum of 1,000 Contact Records can be displayed. Tip: You can use the wildcards to define a subset of all possible characters: The percent sign (%) matches zero or more characters. For example, use use &rdquor;%555% to find numbers like 9255572000 or 9289235552 or 9234555233. The underscore (_) substitutes a single character. For example, search for &rdquor;___555____ (3 underscores + 555 + 4 underscores) to find numbers like 1235551234. 4. Click "Lookup."

5. If found, the Contact records you filtered will be displayed. Note: The number of matching Contact records and the applied filter are displayed in the line above the columns.

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Editing/Updating Contacts
You may need to update a Contact record in your Five9 Administrator application. Read more in About Contact Updates. There are several ways to update the Contact records: By editing individual records in the properties window - See below How to edit individual records. By importing a local file - See below How to import data from file. By manual edit in the table/grid - See below How to update manually. By scheduling automatic updates via ftp - Read more in Scheduling Contact Records Update. During call lists updates - Read more in Importing/Updating Call Lists. Agents can have an ability to update Contact records - Read more in Adding Contact Records (Agent). See also: Removing Contact Records.

SUMMARY

How to edit individual record | How to import data from file | How to update manually

Follow the instructions below to edit the Contact record in your Five9 Administrator application.

How to Edit Individual Records

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1. Use the Contact Lookup function to display the desired Contact records in the List pane.

2. Select a contact or several contacts (up to 10) you are going to edit. 3. Right-click on the selection and choose "Edit Selected Contact Record(s)" in the displayed context menu.

Tip: You can also double-click on the record in the list. 4. The "Contact Properties" window will be displayed. If you have selected several items, each item will be displayed in a separate window.

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5. Apply the required changes to the appropriate fields. 6. After you finish editing, click "Save" or "Apply."

How to Import Data from File


You can use this method if you have Contact contacts in .csv format in a file. Read more about this file format in Importing/Updating Call Lists (How to convert an Excel file to comma delimited (.csv)). This method is appropriate for adding or updating large numbers of records in the Contact database. Follow the instructions below to update your Contact records by importing records from a .csv file. 1. Right-click the "Search" folder under "Contacts" in the left Navigation pane. Select "Contact Update" from the displayed menu.

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2. The "Contact Update" wizard will open. The Wizard includes several steps. Each step is presented as a separate dialog. Step 1 - Selecting type of update and mode. Step 2 - Selecting action for Contact update ("Advanced" mode only). Step 3 - Choosing upload source File. Step 4 - Setting mapping from source fields to Contact fields. Step 5 - Viewing/adding records. The steps are described below.

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STEP 1 - SELECTING TYPE OF UPDATE AND MODE

You will see the "Select type of update and mode" dialog. Here you can choose whether you want to add or remove records and use the new "Basic" or "Advanced" modes. Read more about modes in About Contact Updates.

1. Select the desired options. Type of update: Add records to Contact/update records in Contact - Select this option if you are going to add or update, not remove, the existing Contact records. Remove records from Contact - Read more in Removing Contact Records. Mode: Basic mode - Select this option if you have one record per primary number. Advanced mode - This mode allows defining actions (options) for Contact update. You can set multiple Unique Keys and manually set mapping. 2. Click "Next" to proceed to the next step.

STEP 2 - SELECTING ACTIONS FOR CONTACT UPDATE

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If you selected the "Advanced" mode, you can select the action for "Contact update." If you selected the "Basic" mode, this step is not available.

1. Set the following options: Add new record if matching key is not found in Contact - Allows new records to be added to the Contact if they are not already found. Update existing Contact record(s) with matching key - Allows existing Contact records to be updated with the data from the source file. Enabling this checkbox also enables three options: First (oldest) matching record - Only the Contact record that was created first will be updated. All matching records (in case of multiple matches) - All matching Contact records will be updated. Only if single match in Contact - Contact records will only be updated if other matching Contact records are not found. Action on data type format error Report as error and skip Leave field blank Note: Disabling both of the checkboxes would disable any Contact updating. 2. Click "Next" to proceed to the next step.

STEP 3 - CHOOSING UPLOAD SOURCE FILE

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This step is the same as in Importing/Updating Call Lists (Step 4 - Choosing upload source file.) To update from file, select the "Local file" option and select a file in .csv format. Then click "Next."

STEP 4 - SETTING MAPPING FROM SOURCE FIELDS TO CONTACT FIELDS

This step is the same as in Importing/Updating Call Lists (Step 5 - Setting mapping from source fields to Contact fields.) In the "Source Field Name" column, select the corresponding columns, or the position number of the columns in your source file if your file does not have a header, that you would like to update and click "Finish."

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STEP 5 - VIEWING / ADDING RECORDS

This step is similar to Importing/Updating Call Lists (Step 6 - Viewing/adding records.) Click "Save" to add the displayed records to the Contacts database.

Then a notification will be displayed. Click "OK."

The system will notify you about the results of task fulfillment. Click "OK."

How to Update Manually


To update the call list by manually entering data in the fields in the table, follow the instructions below. You can use this method if you need to edit/correct a number of existing fields or add a few records. 1. Right-click on "Contact" in the left navigation pane and select "Contact Update" from the displayed menu.

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2. Follow the steps described in How to import data from file up to Step 3. 3. On step 3, select the "Input manually" option.

The remaining actions are the same as in Importing/Updating Call Lists ("How to update the List manually.")

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Scheduling Contact Update


In your Five9 Administrator application, you can set the Contact database update to be processed automatically at a scheduled time and date.

SUMMARY

How to schedule Contact update

How to Schedule Contact Update


To create a scheduled update for the Contact database, follow the instructions below. 1. Right-click the "Search" folder under the "Contacts" in the left Navigation pane. Then select "Scheduled Uploads" from the displayed context menus.

2. Click "Add" to create a new schedule update.

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3. The next step in the process is the same as in Scheduling Call List Update.

Removing Contacts
Follow the instructions below to delete Contact records in your Five9 Administrator application. Note: You can also delete Contact records from a particular call list. Read more in Removing Records/Call Lists.

SUMMARY

How to remove Contact records using a local file | How to remove Contact records using Contact lookup | How to remove Contact records manually

How to Remove Contact Records Using a Local File


You can use this method if you have Contacts in a file in .csv format. Read more about this file format in Importing/Updating Call Lists. This method is appropriate for removing large numbers of records in the Contact database. Follow the instructions below to remove Contact records by using a .csv file. 1. Right-click on "Contact" in the left Navigation pane and select "Contact Update" from the displayed menu.

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2. The "Contact Update" wizard opens.

The Wizard includes several steps. Each step is presented as a separate dialog. Step 1 - Selecting type of update and mode. Step 2 - Selecting action for Contact update ("Advanced" mode only). Step 3 - Choosing upload source file. Step 4 - Setting mapping between source file fields and Contact fields. Step 5 - Viewing/adding records to remove. The steps are described below.

STEP 1 - SELECTING TYPE OF UPDATE AND MODE

You will see the "Select type of update and mode" dialog. Here you may select whether you want to add or remove records and use the new "Basic" or "Advanced" modes. Read more about modes in About Contact Updates.

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1. Select the desired options. Type of update: Add records to Contact/update records in Contact Remove records from Contact - As you are going to remove the records, select this option. Mode: Basic mode (one Record per primary number) - Select this option if you have one record per primary number. Advanced mode - This mode allows defining actions (options) for Contact update. You can set multiple Unique Keys and manually set mapping. 2. Click "Next."

STEP 2 - SELECTING ACTIONS FOR CONTACT UPDATE

If you selected the "Advanced" mode, you can select "Action for Contact update." If you selected "Basic" mode, this step is not available.

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1. Select the desired option: Remove all matching records from Contact Remove all but first (oldest) matching Contact Record - Recommended only for cleaning up a Contact database with duplicate records. Ignore record if multiple Contact matches are found, report as error in report summary - Recommended only if checking report emails to see which records are duplicates. 2. Click "Next."

STEP 3 - CHOOSING UPLOAD SOURCE FILE

This step is the same as in Importing/Updating Call Lists (Step 4 - Choosing upload source file).

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STEP 4 - SETTING MAPPING BETWEEN SOURCE FILE FIELDS AND CONTACT FIELDS

This step is the same as in Importing/Updating Call Lists (Step 5 - Setting mapping from source fields to Contact fields).

STEP 5 - VIEWING / ADDING RECORDS TO REMOVE

1. You will see a message indicating the number of records read from the file. Click "OK."

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2. The screen shows the records read by the system. Check the list to make sure all fields are correct. Note: This list contains only the records you are going to import. Existing Contact records are not listed here.

3. You can manually insert and edit records. Refer to How to remove Contact records manually. 4. Click "Save" to delete the records displayed in the list. Note: You can enable the "Check for non-ASCII symbols before saving" option.

5. A confirmation message will appear. Select "Yes" to delete the listed records from Contact database.

6. A message indicating the Contact update is in progress is displayed.

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7. You will receive a completion message.

8. You can see a new number of records in the Contact database. Refer to Displaying/Filtering Contact Records.

How to Remove Contact Records Using Contact Lookup


1. Use the Contact Lookup function to display the appropriate Contact records in the List pane.

2. Right-click on a record and select "Remove Selected Contact Record(s)" in the displayed menu.

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To delete several items at once, highlight several records in the list, right-click on the selection, and then select "Remove Selected Contact Record(s)." 3. Confirm your request to delete the selected item(s) by clicking "Yes."

How to Remove Contact Records by Entering them Manually


Follow the instructions in How to remove Contact records using a local file up to Step 3.
STEP 3 - SELECTING MANUAL UPDATE

1. Make sure the first option - "Input records manually" - is selected.

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2. If you use the "Advanced" mode, click "Next" to continue.

If you use the "Basic" mode, click "Finish."

STEP 5 - SETTING FIELD MAPPING

This step is available only if you use the "Advanced" mode. When the screen has loaded, you can see a list of Contact fields 1. In the "Key" column, select the checkboxes next to each field to be considered as a key field. By default, the "number1," "first_name," and "last_name" fields are checked.

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2. Click "Finish" to proceed.

STEP 6 - VIEWING / ADDING RECORDS TO REMOVE

If the "Input record manually" update type has been selected, the list of records will be empty. This screen allows you to manually add records to be removed from the List.

1. To insert a new record, click on "Insert."

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2. Enter the key field(s) to insert into the list and click "Apply" or "Save." Note: Phone numbers must be either 10 digits for dialing within North America, or begin with "011" for International numbers. International numbers length should be no more than 20 digits.

3. A new line will be displayed.

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4. Click on a row and press "Edit, or double-click on a row, to modify any entered information. 5. After you finish adding records to the list, click "Save."

6. A confirmation message will appear. Select "Yes" to delete the listed records from Contact database.

7. You will receive a message informing that contact update is in progress. Click "OK."

8. A message confirms the Contact records have been removed. Click "OK."

In the following example, the process results with a warning: one of the entered records did not match an existing entry in the Contact database.

9. You can see a new number of records in Contact database. Refer to Displaying/Filtering Contact Records.

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Adding Contact Fields


SUMMARY

How to add Contact fields

How to add Contact Fields


Follow the instructions below to add a custom field. Note: To add new fields, you need to stop any running campaigns. 1. Right-click the "Fields" folder under "Contacts" in the left Navigation pane. From the displayed context menu, select the "Add Contact Field."

Alternatively, you can click on "Fields" folder under "Contacts" and then click on the "Add" button in the toolbar.

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2. When the "New Contact Field Properties" window loads, enter the new Contact Field name.

3. If needed, select an automatic mapping for the field. In this case, the field will be automatically updated with system information about the Contact Record.

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You can select from: None - Used for custom fields that you do not want the system to automatically populate or will be filled in manually via a list upload. Last Disposition (System or Agent) - The last call disposition recorded for the contact record. It does not matter if the disposition was set by an agent or the system. This information will be updated the next time that a disposition is set. Last Disposition (System or Agent) Date/Time - Used to display the date and time the last disposition was set. This information will be updated the next time that a disposition is set. Last Attempted Number - Displays the telephone number last attempted by the dialer. Useful if dialing multiple phone numbers for contact records. This information will be updated the next time that a disposition is set. Last Attempted Number Index (number1/number2/number 3) - Displays "number1," "number2," or "number3" indicating which phone number was last dialed. This information will be updated the next time that a disposition is set. Last Agent Disposition - Only dispositions selected by agents are populated to the field. System dispositions are excluded. This information will be updated the next time that a disposition is set. Last Agent Disposition Date/Time - Displays the time and date the last Agent disposition was set. This information will be updated the next time that a disposition is set. Last System Disposition - Only system dispositions are populated to the field. Agent dispositions are excluded. This information will be updated the next time that a disposition is set. Last System Disposition Date/Time - Displays the time and date the last system disposition was set. This information will be updated the next time that a disposition is set. Last Campaign - The name of the last campaign that dialed the Contact record (if using multiple campaigns). This information will be updated the next time that a disposition is set. Number of Attempts for Last Campaign - Number of dial attempts made to the Contact record for the last campaign that dialed it. This information will be updated the next time that a disposition is set. 367

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Contact Record Created Date/Time - Date and time the Contact record was created. This field is populated only if the record was created by an agent, an API or Web2Campaign request, or manually by an Administrator. Contact Record Last Modified Date/Time - Date and time the Contact record was last modified. Modifications that were performed using List Update or Contact Update will not be shown, and this field will be cleared. Last List - The last list the record was dialed from. This information will be updated the next time that a disposition is set. Last Agent - The last agent to process a call for this contact record. This information will be updated the next time that a disposition is set. 4. Select the display mode. The "Display as" setting lets you control how the Contact fields are displayed in the Agent Current Call screen, by default. Settings in User and Campaign Profiles may override this setting. Short - This option determines the length of the field as seen in the Agent screen. Long - This option determines the length of the field as seen in the Agent screen. Do Not Display - Hides the field from the Agents view. This option can be used for information that is not needed by agents for processing calls but is needed for reporting or Contact Criteria in a Profile. For example, it may not be necessary to display some of the mapped Contact fields to agents. 5. Select the data type and the options (display format) for the selected data type. Find more information in Data Types. String Number Date Time Date/Time Currency Boolean Percent Email URL Phone Duration 6. Define options on the "Restrictions" tab. Required - The required field must be filled in for every contact record. The fields marked as "Required" are visible and editable in all user profile and campaign profile screens. Predefined List - Not available for Date, Time, Date/Time, Boolean, Duration data types. If you select this option, then to fill in this field, the user may select one or several answers pre368

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defined by administrator. As an administrator, you can define the possible answers on the "List Items" tab. Min Length/Min Value - To set a minimum number of characters that may be entered in this field, use this option. Not available for predefined list. Not available for Phone and Boolean data types. Max Length/Max Value - To set a maximum number of characters that may be entered in this field, use this option. Not available for predefined list. Not available for Phone and Boolean data types. Regular Expression - Not available for predefined list. Not available for Date, Time, Date/Time, Boolean, and Duration data types. Regular expressions, or "regex, are an option to use for input validation to ensure consistent data entry. For instance, a regular expression could be used to validate that a record locator in a travel reservation conformed to a specific pattern or combination of alphanumeric symbols (e.g., ABC123). Patterns are defined using POSIX, Perl, or ASCII regex syntaxes. For example, using the ASCII syntax, a pattern with three upper-case letters, followed by three digits, could be configured as: [A-Z][A-Z][A-Z][0-9][0-9][0-9]

7. If the "Predefined List" option is activated, then the "List Items" tab becomes available. Define options on the "List Items" tab. As an administrator, you create the possible values for this field, from which users must select.

Click "Add" to create a value.

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Enter the value to the displayed "Add Value" popup and click "OK."

Configure possible values and answer criteria.

Optionally, check the "User can select several values" option to allow users to select multiple items from the created list. For example, for a "Pets field, you may allow users to select both, "Cat and "Dog, values. Use "Up" and "Down" buttons to arrange the values. 8. Click "Save."

9. A new row will be displayed in the list. It will be marked as "Custom" or "Mapped."

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Removing Custom Contact Fields


SUMMARY

How to remove Contact fields

How to Remove the Contact field


Follow the instructions below to remove a Contact field. Note: You can remove only custom, not default, Contact fields. Note: To remove Contact Fields, stop any running campaigns. 1. Click on the "Contacts" folder and then on the "Fields" folder in the left navigation pane.

2. In the Contact Fields list, find an item to remove and right-click it. From the displayed context menu, select the "Remove <Contect Field Name>" command.

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3. Confirm your request to remove the selected item.

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Dispositions

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About Dispositions
A disposition is used by agents to end a call. When running reports, dispositions indicate the result of a call. Therefore, there must be dispositions for all possible outcomes of your calls created within the system.

Disposition Types and Categories


There are two types of dispositions available in the system: System Dispositions - Predefined by Five9. Read more in System Dispositions. System Dispositions are provided to you by Five9 to help you improve the reporting results of your campaigns. As an administrator, you are able to edit type/some properties of system dispositions to adjust them to your needs. Custom Dispositions - Created by administrators and then assigned to campaigns. When the disposition is assigned to a campaign, it can be used by the agent. Custom Dispositions are result codes for calls processed by an agent. They indicate the outcome of a call. Dispositions can be set by the system or by an agent. To complete a call, an agent must "disposition" it. Administrators create the dispositions available to agents.

When deciding on dispositions for Outbound Campaigns, it is helpful to consider the following three categories: 1. Successful Calls (sale, lead, application taken, appointment set) 2. Negative Calls (not interested, hung up, add to DNC List) 3. Unknown Result (call back scheduled, left message, recycle, answering machine) As you can see, many of these examples apply to outbound telemarketing. Inbound call dispositions will depend on your specific business application.

You will start by creating a master list of dispositions for all campaigns. Then assign specific dispositions to campaigns from this list. Some suggested dispositions for Outbound Campaigns are as follows: Add to DNC List (This is a requirement in some cases.) Left Message Answering Machine/Recycle Scheduled Callback Sale Qualified Lead Not Interested

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See also: Disposition Types.

Functions
Administrators cannot remove or add System Dispositions, but they can modify some parameters related to the system disposition type. Administrators can change the type of some system dispositions. Custom Dispositions can be changed, added, or removed. Each disposition may be configured with its own parameters for redial attempts and timing. For example, users may configure the system so that "Busy" numbers will be redialed in five minute intervals up to ten times, while "No Answer" numbers will be redialed in two hour intervals, with up to five attempts. You can configure email and IM notifications for dispositions. An email can be sent to the customer or contact record as soon as the agent selects a disposition for the call. The contacts email address can be taken from a Contact field. For Outbound Campaigns, you can reset dispositions for numbers that have already been dialed (for a particular campaign). Read more in Disposition Reset.

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General Information

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Disposition Types
Each disposition has one of the following four disposition types: Redial Number Do Not Dial Number For Campaign Final Disposition For Contact Contact Add Number(s) To DNC List The disposition type affects Dialer behavior. Disposition types are set in the "Types" tab of the "Disposition Properties" window. Read more in Disposition Settings/Options.

Redial Number (REDIAL)


The Redial Number option, without a configured Redial Timer, means the number will be dialed again when the Dialer completes the list and starts over from the top. The actual time of this redial is unpredictable because you do not know when the Dialer will complete the first pass through the list. When using "Redial" without a timer, the "Minimum Duration Before Redialing Number" setting in Campaign Properties applies. See also: Number Redial Timeout.

However, you can specify the redial time by selecting "Use redial timer" and entering the time you want to wait before trying the number again. The system will then attempt to dial the number as 377

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soon as possible, after that time (without first waiting to pass through the rest of the list). You can also specify the maximum number of attempts for a number when this disposition is selected consecutively. When using "Redial" with a timer, the "Minimum Duration Before Redialing Number" setting in Campaign Properties is ignored, until the maximum number of redial attempts for the disposition is reached. See also: Number Redial Timeout. When the "Use redial timer" option is checked, you can set the following additional parameters: Redial After (minutes) - The Dialer will redial the number immediately (or as soon as possible) after the specified length of time. Number of Attempts - The Dialer will redial up to the value defined in "Number of Attempts," provided the same disposition is set sequentially. Allow Agents to Change Redial Time - Can only be turned on if the "Redial After option is enabled. In the Agent application, the disposition will display an additional menu to select a redial time. The time configured in the "Redial After setting will also be shown to Agents as the default option for this disposition. When an agent specifies a redial time, the phone number will be redialed by the campaign at the designated time and the call will be delivered to any available agent that is qualified for the campaign. Tip: This feature is useful for outbound customers whose agents work in shifts, such as in cases when agents in the morning shift need to schedule campaign-related callbacks for any available agents in the evening shift.

Notice: Campaign Profiles count all attempts to any of a contact records numbers as a dial attempt, including redials due to disposition settings. The Campaign Profile "Number of Attempts" option overrides disposition counters, rather than work with them, in cases where the Campaign Profile option is set lower than a disposition option. See also: Campaign Profile Properties ("General" tab "Number of Attempts" option). Note: Both the Profile and disposition counters restrict dialing to individual numbers within a record, rather than to the entire record.

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Below is an example of how the Redial Number Disposition works:


REDIAL WITHOUT REDIAL TIMER

1. Campaign starts at 10:00AM and records are dialed consecutively. 2. At 10:10AM, the campaign dials a number that is dispositioned by a "Redial Number" disposition without a redial timer set. 3. The campaign continues the dialing process and at 2:00PM has covered all records in the list. The first cycle of dialing took 4 hours. 4. The campaign continues the dialing process at 2:00PM from the beginning of the list and reaches the number that was dispositioned with a "Redial Number" disposition again at 2:30PM. The result is that the campaign attempted to dial the number again in 4 hours 20 minutes after previous attempt.

REDIAL WITH REDIAL TIMER

1. Campaign starts at 10:00AM and records are dialed consequently. 2. At 10:10AM, the campaign dials a number that was dispositioned as "Busy" (the "Busy" system disposition is a "Redial Number" disposition with the "Redial After" = 5 minutes and the "Number of Attempts" = 5). 3. The campaign continues to dial and at 10:15AM tries the number once again (5 minutes after receiving the original "Busy" disposition). It receives "Busy" again and the next attempt is at 10:20AM. 4. The number continues to be "Busy." Five attempts were made at 10:15AM, 10:20AM, 10:25AM, 10:30AM, and 10:35AM. The Dialer gives up dialing the number until the next list pass because the maximum number of attempts with this Redial disposition has been reached.

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THE REDIAL TYPE DISPOSITION RULES

There are some useful concepts that you should keep in mind when creating a "Redial" type disposition: Numbers without a redial timer will be considered for dialing by a campaign on next cycle through the list. Number with a redial timer will be dialed again after the time specified. If a number was dispositioned with a redial timer and the Dialer reaches the number again while making a new pass through the list BEFORE the redial time has been reached, it will not be dialed. The number will be redialed at the time specified in the disposition as opposed to the list. If a number receives the same "Redial" disposition consecutively, the Dialer will stop attempts when the "Number of Attempts" has been reached. When using "Redial" with a redial timer, the alternate phone numbers for the contact record are not dialed until this redial number is tried again. The concept is that we do not know the outcome of the original number yet, so we will try it again first before attempting other numbers for the contact record. When using "Redial" without a redial timer, the alternate phone numbers for the contact are dialed without waiting for the redial number to be tried again. If the Allow Agents To Change Redial Time option is selected, the agent-set redial timer works in the same way and follows the same rules as admin-specified redial timer.

Do Not Dial Number for Campaign (DND)


The number will not be dialed by the campaign, but other numbers from the contact record can be dialed, unless the "Apply to All Numbers in This Contact Record option is enabled. If the number is met in other contact records in the list, it can be dialed without restrictions. This type of disposition has three options: Apply to All Numbers in This Contact Record - By default, this option is turned off. If enabled, the Dialer will restrict all of the contact records numbers from being dialed, and not only the number for which the disposition was set.

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Use Timer To Reactivate Number - By default, this option is turned off. The Dialer will not dial the number in the current campaign. When this option is checked, you can set the additional parameter "Activate After" and set the time. This parameter means that the number will become available again for dialing after the activation time. When using the "Activate After" selection, the number will be dialed on the next pass through the list, assuming the activation time elapsed. Allow Agents to Change Reactivation Time - Can only be turned on if the "Use Timer to Reactivate Number option is enabled. In the Agent application, the disposition will display an additional menu to select a reactivation time. The time configured in the "Activate After setting will also be shown to Agents as the default option for this disposition. When an agent specifies a reactivation time, the phone number will be reactivated by the campaign at the designated time and the Dialer may later deliver the call to any available agent that is qualified for the campaign.

Below is an example of how this disposition type works:


DND WITHOUT AN ACTIVATION TIMER

A record contains three numbers. The first number was dispositioned by the DND disposition. As every Contact record can have up to three numbers to dial, the other two numbers can still be dialed, but not the one dispositioned as "DND Number." However, if "Apply to All Numbers in This Contact Record is enabled, none of the numbers will be dialed.
DND WITH TIMER

Example: A called party asked not to be called again for at least 2 hours. The Dialer considered the number on next pass in 1.5 hours (but did not call) and the next pass in 3 hours. The number was redialed in 3 hours.

Final Disposition For Contact Contact Record (FINAL)


When using "Final Disposition for Contact Record," the contact record will not be dialed again by the campaign (including alternate phone numbers for the contact). This disposition assumes a final decision for the contact record has been made, such as "Application taken" or "Not interested." This type of disposition has one option - "Apply To Campaigns Using This Disposition." By default, this option is turned off, which means that all the numbers from the contact record will not be dialed in the current campaign. When this option is checked, the contact record will not be dialed in any other existing campaigns that contain this disposition. Note: Campaigns that were created after a Final disposition with the "Apply To Campaigns Using This Disposition enabled was assigned to a contact record may still attempt to dial this contact record, if the record exists in any lists assigned to the new campaign.

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TIPS

If a number for a contact record is dispositioned with a "Final" disposition type, the records numbers will not be considered for dialing by the campaign. "Final" disposition means a final decision for the contact record has been determined such as "application taken" or "Not interested." A "Final" disposition can be applied to multiple campaigns when the other campaigns are using this same disposition.

Add Number To DNC List


When using the "Add Number to DNC list" option, the customer's individual number or entire contact record is placed in the local Do Not Call list for the domain. Tip: The option to assign only the contacted phone number can be used for cases when only one or two of a customers phone numbers (e.g., work or cell) should be avoided.

Example: A called party asked for a phone number, or all phone numbers, not to be called again. There are the following options: Add Active Number - Adds only the current number (the number dialed) to the DNC list. Other numbers for the contact record can still be dialed. Add Active Number and Finalize Record for Campaign - Adds the current number and makes the record final for the campaign. This option stops dialing this record for this campaign, but does not add the contacts other phone numbers to the DNC list. This option allows you to dial the other numbers from another campaign. Add All Numbers and Finalize Record for Campaign - Adds all phone numbers for the contact record to the DNC list. This option will prevent dialing to any of the contacts phone numbers from any campaign.

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Disposition Settings/Options
Both, custom and system dispositions contain the same set of settings and options. However, in system dispositions some of the options cannot be changed. To access "Disposition Properties," double-click on the "Disposition Name" or right-click on the "Disposition" and select "View properties" from the displayed menu.

The "Disposition Properties" window opens.

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Disposition properties are divided into the following sixtabs: General Type Email Notification IM Notification Recordings Answering Machine Reporting

General Tab
In the "General" tab, you can set the general disposition properties. Description - In the "Description" text box, enter a statement or purpose that identifies the disposition. Agent Must Confirm - Using this option requires the agent to confirm their choice of this disposition with a pop-up dialog: Are you sure you want to select this disposition? It is good practice to use this option for all dispositions because once a disposition is selected, the agent cannot change it. Agent Must Complete Worksheet - Use this option to require that the agent fills out the worksheet before this disposition can be selected. This is only applicable if you are using a worksheet in your campaign (described in the Campaign chapter). 384

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Worksheet Cannot Be Used With This Disposition - Use this option to ensure that agents cannot use this disposition if they have filled out a worksheet for the current call. This option works as a safeguard against accidentally setting incorrect dispositions, when a completed worksheet indicates that a different disposition should be set. This is only applicable if you are using a worksheet in your campaign (described in the Campaign chapter). Send Email Notification - Use this option to send an email every time this disposition is selected. The email can contain details about the call such as agent name, time, date, contact details, comments, and worksheet data (defined in VCC Configuration: Email Notification Settings), and can be sent to a fixed email address or an email address specified in a Contact Record. Read more about disposition notifications in Configuring Disposition Notification. Send IM Notification - Similar to email notification except the call details will be sent as a message in the Five9 system. Use this option if call details must be immediately received by one or more Users in your Virtual Call Center. Read more about "Disposition Notifications" in Configuring Disposition Notification. Track as First Call Resolution - Used primarily for Inbound Campaigns, this option will let you include the call in your "First Call Resolution" statistics for Supervisors or Reports. "First Call Resolution" means that the customers needs were addressed in the first call. Reset Attempts Counter - This option allows you to configure dispositions to reset the dial attempts counter back to zero. This feature is useful for agent-selected redial dispositions to reset previous system disposition attempts to 0, in case a contact has specifically asked to be called back, after several previous failed attempts to reach the number (making the contact record at risk for reaching the Dial Attempts limit and not being dialed again). Allowed Only for 3rd-Party Transfer and Conferences - Use this option to ensure that agents cannot use this disposition, except for 3rd-party transfers and conferences. This option ensures that agents do not accidentally set incorrect dispositions that are intended only for such cases. If this option is enabled, you may optionally type a specific number to which calls must be transferred or conferenced before setting this disposition: When Calls are Sent to This Number - If the above checkbox is enabled, you may optionally type a specific phone number for use with this disposition. Agents would then only be able to use this disposition if transferring a call to the specified number or adding it to the Conference Participants.

Type Tab
In the "Type" tab, you can choose and configure the disposition type. To learn more about disposition types and their options, see Disposition Types.

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Email Notification
In the "Email Notification" tab, you can add the email addresses that will receive notifications when the disposition is selected, and the contents of these emails. An email can be sent to a fixed email address (e.g., an administrator or supervisor) or contact record, as soon as the disposition is set for a call. The email address can be taken from a contact record field. The dispositions name can be used as the subject in the email or a custom subject can be specified. Variables can be used to populate call or customer information in the email using a standard or custom HTML template. Up to 5 attachments can also be included in the email notification. Read more in Disposition Email Notification Feature, Configuring Disposition Notification.

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IM Notification
In the "IM Notification" tab, you can add the Virtual Call Center Users, who will receive notification when the disposition is "Dispositioned." Read more in Configuring Disposition Notification.

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Recordings
IIn the "Recordings" tab, you can specify an FTP server to which a call recording file for will be automatically transferred for calls that resulted in this disposition. Read more about transferring call recordings by FTP in VCC Configuration: Default FTP Settings.

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Answering Machine
This tab is available for all Custom dispositions and the System (default) "Answering Machine" disposition. Agents can set such a disposition as soon as they hear that they were connected with an answering machine, and will then be ready for other tasks. One line will stay connected with the other number until the message is left.

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Action on Disposition Selection - The "Action on Disposition Selection" options are very similar to those available in Outbound Campaign Properties "Dialing Options" tab Action on Answering Machine Detection. Do Not Leave Message - The default option. Play Prompt - Allows agents who were connected with an answering machine / voicemail box to disconnect from a call and leave a message playing for an answering machine. The prompt is played either after 2 seconds of silence is detected (e.g., after the "please leave a message... beep"), or after the configured "Max Answering Machine Greeting Time". One prompt can be configured per disposition. Play IVR Script (Advanced) - Allows agents who were connected with an answering machine / voicemail box to disconnect from a call but leave a message playing for an answering machine. The IVR script is played either after 2 seconds of silence is detected (e.g., after the "please leave a message... beep"), or after the configured "Max Answering Machine Greeting Time." Tip: The default "Max Answering Machine Greeting Time" is 20 seconds. If an outbound campaign that uses these Answering Machine prompt/IVR dispositions dials many cell phone numbers, it is recommended to raise this setting higher - e.g., to 40 seconds - due to the usually-longer voicemail greeting messages. Example The IVR Script option allows the use of branching logic or dynamic Text-to-Speech when leaving a message. For example, to configure an IVR script that plays a personalized message from the agent assigned to the call, one can configure a "Case" module in the IVR script, based on the Agent.user_name variable, and connect the branches to one "Play" module per agent. Another example of a potential use for an IVR script would be to leave a message with dynamic Text-toSpeech, which can play information like an "account balance" to a client. 390

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Note: These options will currently only work with automated dialing by outbound campaigns - i.e., Power, Predictive, or Progressive dialing modes. Preview dialing, manual calls, and inbound calls are not supported, and the prompt or IVR script will not be played.

Reporting
In the "Reporting" tab, you can specify Reporting Call Variables that will be affected and whose values should be written to the database when this disposition is set.

Any Reporting Call Variables that have the "Apply to All Dispositions options enabled will automatically appear in this tab and cannot be removed. Note: You may also edit the dispositions for which a Reporting Call Variable value must be written in Call Variable Properties. Multiple Call Variables may be added, per disposition. To add or edit a Reporting Call Variable whose value must be saved in the database and appear in Reports when this disposition is set, click on Add or Edit. A configuration window will appear, called Reporting Column Properties:

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Here, you may configure what should be done with the Variable when this disposition is set. The following options are available: Name - Select the Reporting Call Variable to add or edit. Only Variables with the "Reporting Call Variable option selected will be shown. Once this is selected, the Type (Data Type) and the Call Variables default value will be shown. Overwrite Default Value with - Enable this option if the value of the Call Variable must be different from its default value, when the disposition is set for a call. You may then choose the desired value of the Call Variable: Call Variable - Choosing this option allows you to overwrite the value of the Call Variable with that of another Reporting Call Variable, chosen from a drop-down menu. Only other Reporting Call Variables of the same Data Type will be displayed as possible options. Constant - Choosing this option allows you to overwrite the value of the Call Variable with a fixed value. Depending on the Data Type of the Call Variable, you may then select or type a valid value. In the screenshot example above, the Call Variable has a Boolean data type. Therefore, a checkbox is shown.

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Disposition Email Notification Feature


Use the "Send email notification" option to send an email every time this disposition is set. Several email addresses with individual options can be specified. The email notification feature can be enabled in the "General" tab of the Disposition properties window.

You can manage the Email Notifications in the "Email Notification" tab.

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For the step-by-step guide, refer to Configuring Disposition Notification.

Send Email to
Email notification can be sent to a specified email or to the contact for whose call the disposition is set. The address to which the email will be sent can be set to the value of a contact field. At least one of these options must be selected. To send the notification to the same email address every time, type in a valid email address in the "Email Address text field. To send the notification to the customer, select a Contact Field for the "Callers Email Address, taken from the following Contact Field option. Note: If you select values for both of the above options, two separate notifications will be automatically created in the notifications table in the Email Notification tab of Disposition Properties. After initially saving the notification for both of these types of email addresses, you must then edit the two notifications, individually.

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Reply to Address for Email


Specify a "Reply To email address for this notification. This email address will be used when the recipient of the notification replies to this email. Note: The Reply To address will not be used as the "From address for notification emails. All notifications will be sent from "<custom_text>notification@five9.com.

Reply "From" Address for Email


Specify the email address that will be the "from" address for disposition notification email. The "from" address will have the following form "<custom_text>.notification@five9.com." The custom text entered in this field will also be displayed as the name of the sender. Note: If you don't fill in this field, the default "notification@five9.com" address will be used. 395

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Email Subject
The name of the disposition name can be used as the subject in the email, or it can be specified in the "Custom Subject" field.

Template to Use
Disposition notifications with Standard Disposition Email Templates can contain: Customer details - All of the callers contact fields. Call details - Information about the call, including the callers number, contact name and company, session ID, call duration, call type, agent name, and campaign name Call comments - Comments made by the agent on the call.

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Worksheet information - The Worksheet questions and answers, filled out by the agent during the call. See also: Worksheets.

Here is an example of the content in an email sent using the "Disposition email notification" feature:

Disposition Application Complete has been received. Customer Details: number: 9252012000 first_name: Bill last_name: Jones company: street: 123 main street city: Anytown state: CA zip: 94123 Call details: Number: 9252012000 Customer: Jones, Bill - Acme Parts Session Id: 0706EFFDA74DD16ABDCA38438D05B2A2 Call Duration: 0:0:24 Session Duration: 0:15:38 Call Type: Agent Agent: Annie Agent Campaign: Outbound Sales Call Comments: Interested in Refi Worksheet: 1st Mortgage Balance: 250000 1st Mortgage Lender: Wells Fargo Borrower Name: Bill Jones Monthly Income?: n/a Do you have a second mortgage?: No Estimated Home Value?: $376k - $400k How would you rate your credit?: Good Interest Rate on first mortgage?: 5.6 Loan Purpose?: Lower Rate Property Type: Single Family Purchase year: 2005 Type of Mortgage?: Fixed Rate
Instead of using the standard disposition template, administrators can upload a custom HTML template, which would be used for the "body of the email.

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To select a custom template, click on "Select Template. A new dialog will open, where you may upload a new HTML file from your computer or select a file that was previously uploaded. Select a file from the list and click on "Use Selected File to use the selected HTML file as the "body of the email. Note: The total file size of all uploaded email template files may not exceed 100 MB, and individual HTML files may not exceed 1 MB. The Custom Email Template must be a valid HTML file. To show contact field or call information in your Custom Email Template, you may use the following variables in the HTML code, and they will be automatically replaced with corresponding information when the email is sent: o o o o %DISPOSITION_NAME%. - The name of the disposition that was applied. %CUSTOMER_DETAILS% - All of the customers contact field data. %CALL_DETAILS% - Information about the call, including the callers number, contact name and company, session ID, call duration, call type, agent name, and campaign name. %COMMENTS% - Comments made by the agent on the call. 398

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o o

%WORKSHEET% - The Worksheet questions and answers, filled out by the agent during the call. See also: Worksheets. %contact field name% - The value of any of the callers individual contact fields. Put "% symbols around the name of the contact field that you would like to use - e.g., "%first_name%.

Attachments
Up to 5 attachments can be included with email notifications. Press "Add File(s) to open a file selection dialog and upload the file(s) to the VCC. To remove previously-added attachments, select the file(s) and press "Remove Selected Items.

Test Email Notification


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Once a notification is configured, you may test the Email Notification by clicking on Test Email Notification. Click on the Test Email Notification button. A pop-up dialog will appear, asking for an email address to which the test email will be sent:

Confirm the email address and click on "OK. You will then receive a notification email to the specified address. If your Template includes call or customer information, sample/test values will be used in their place.

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IM Notification Feature
The IM Notification feature allows you to send the call details as an instant message to users within the Five9 system. As soon as the agent selects a disposition for the call, the message will be sent to one or more Users in your Virtual Call Center. The message will be received immediately by online users. The IM Notification feature is enabled in the "General" tab of the Disposition properties window.

You can add and remove the recipients in the "IM Notification" tab.

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For more detailed information, see Configuring Disposition Notification.

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System Dispositions
In general, system dispositions are used by the Dialer to generate a report on dialing activity and control the dialing process. System dispositions have all the same options and properties as the custom dispositions, but some options and properties cannot be changed. System dispositions cannot be created, deleted, or renamed.

Below are some examples of system dispositions: Busy - Dialed phone number returned a busy signal. No Answer - The call was not answered within the ring timeout. Fax - Dialed phone number was identified as a fax machine.

For most system dispositions, email notification and/or IM notification is available. Reporting Call Variable configuration is available for all dispositions. It is possible to configure different Types (Redial, Add to DNC, etc.) for many system dispositions. All more specific options (e.g., timers) under each Type can be enabled for all system dispositions which have those Types enabled.

System Disposition Descriptions


The table below lists all system dispositions along with a description.
NAME DESCRIPTION

No Disposition

Default disposition selected by agents when there are no dispositions defined for a campaign. System failure, not internal to dialing process. Example is a lost database connection, etc. The carrier failed in its attempt to dial a number. A specific form of a system error. Called party returned a busy signal when number was dialed. Rang, but no answer (dial timeout is set in profile). A caller hangs up when the call was in ACD queue, or queue time has expired for an outbound call, which was not answered by agent. Called party was identified as attached to a fax machine.

System Error

Dial Error

Busy No Answer Abandon

Fax

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Answering Machine Declined Do Not Call Recycle Agent Error

Called party was identified as an answering machine. Default disposition for records skipped by agents during Preview. Agent requested that callers number is added to DNC list. Agent requested to redial this number. Agent session is terminated before a call is completed. This occurs when the agents connection to the VCC is severed during a call. Domain Host shut down during a call. The caller hung up while inside the IVR but not in an ACD queue (see abandon). Seen when caller disconnects during the IVR process, or when listening to a prompt. This is the default disposition for many IVR modules. System disposition used when a digital phone line is identified during call progress detection. The caller did not provide a response to a prompt, such as entering digits. The disposition can be assigned to a module in an IVR script. Caller was directed to Five9 VCC voicemail. Called party was pre-empted by a telecom operator. Could be due to invalid number or other operator required calls. Used for the call to a Five9 agent that is connected to the VCC via a PSTN telephone, not a VoIP session. The time the agent is connected is billed as long distance for the "leg" between the agents phone, and the five9 VCC. Caller, which was transferred to 3rd party transfer participant. The recipient of a 3rd party transfer. 3rd party transfer participant called party the first caller was transferred to. The system encountered a timeout from the phone dialing hardware. On telecom level we send DialEvent CONNECT_HANGUP when outbound call is disconnected before ISDN connect or after it if channel performs Answering Machine Detection on this call. It is not similar to OPEARATOR_INTERCEPT which means that there is no any reason to repeat call to this number. Repeating call after CONNECT_HANGUP could be successful. When Five9 dials a number and the call is disconnected by the dialed 404

System Shutdown Caller Disconnected

Unknown Connection

No Response From Caller Sent To Voicemail Operator Intercept

Station Session

Transferred To 3rd Party 3rd Party Transfer

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party or the party's carrier. Unlike a NO_ANSWER disposition, the Five9 dialing timeout was not yet expired when the disconnect occurred. On further processing higher level (Campaign) DialEvent CONNECT_HANGUP cause HANGUP disposition to be set. Voicemail Processed Voicemail Dump Voicemail completely processed by agent - no further action required. System disposition used to indicate when a voicemail recording must be discarded by the system. Bad voicemail that should be deleted. Used for the forwarding "leg" of the call when a call is forwarded to an agents alternate phone number when using call forwarding and the agent is not logged in. A call to the campaign is forwarded to some specific agent (not to skill), this agent is not logged in and VCC forwards this call to the external number. So the VCC sets this disposition for the second call (from VCC to agents call forward phone). Forwarded Used for the initial "leg" of calls that are forwarded to agents alternate phone numbers when using call forwarding. It is a disposition for the first call (from customer to VCC). Internal Call It is a special disposition for internal calls (internal calls do not belong to any campaign). Used when a call is disconnected because a campaign is "force stopped" by an administrator or supervisor. Used when an inbound call arrives in the system, but it is not handled, because there are no available virtual inbound lines. Applicable to Inbound Campaigns only. No campaign lines or domain lines were available when the call was received. Call was rejected.

Forward Participant

Force Stop

Resource Unavailable

System Dispositions Parameters


Administrators can change the type of some system dispositions. The Disposition Type default options can be modified. For example, you can change the redial timer or number of attempts, or disable/enable timers for Redial or DND disposition types. Timer limitations for Redial type of disposition are: min = 1 min, max 60 days (2 months) Number of attempts limitations for REDIAL type of disposition are: min = 1, max 99 Timer limitations for DND type of disposition are: min = 1 min, max 60 days (2 months) Administrators can also change flags. The limitations are described in the "Editable Attributes" column. 405

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NAME

EDITABLE ATTRIBUTES

DEFAULT TYPE

DEFAULT PARAMETERS

CAN BE SET BY IVR SYSTEM AGENT

No Disposition

"Agent Must Confirm" check box, all Types options

FINAL

System Error

all Types options

REDIAL

Timer=1 min. Attempts=5

Declined

"Agent Must Confirm" FINAL check box, "Send Email Notification" check box, "Send IM Notification" check box, all Types options

Dial Error

all Types options

DND

Timer=5 min.

Busy

all Types options

REDIAL

Timer=10 min. Attempts=5

No Answer

all Types options

REDIAL

No Timer

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Abandon

all Types options

REDIAL

No Timer

Fax

all Types options

DND

No Timer

Answering Machine

all Types options

DND

Timer=120min.

Do Not Call

"Agent Must Confirm" DNC check box, "Send Email Notification" check box, "Send IM Notification" check box

Recycle

"Agent Must Confirm" REDIAL check box, "Send Email Notification" check box, "Send IM Notification" check box, "Redial Number" Type options

Timer=30 min. Attempts=3

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Agent Error

"Send Email REDIAL Notification" check box, "Send IM Notification" check box, "Redial" and "Do Not Dial Number" Types options

No Timer

System Shutdown

"Redial" and "Do Not Dial Number" Types options

REDIAL

No Timer

Caller Disconnected

all Types options

REDIAL, all Types unlocked

No Timer

Unknown Connection

all Types options

REDIAL, all Types unlocked

No Timer

No Response From Caller

"Send Email REDIAL Notification" check box, "Send IM Notification" check box, all Types options

No Timer

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Sent To Voicemail

"Send Email FINAL Notification" check box, "Send IM Notification" check box, all Types options

Operator Intercept

all Types options

DND

No Timer

Station Session "Redial Number" Type REDIAL options

No Timer

Transferred To 3rd Party

"Send Email FINAL Notification" check box, "Send IM Notification" check box, all Types options

3rd Party Transfer

"Send Email FINAL Notification" check box, "Send IM Notification" check box, all Types options

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Hardware Timeout

"Send Email REDIAL Notification" check box, "Send IM Notification" check box, "Redial Number" or "Do Not Dial Number for Campaign" Types options

No Timer

Hangup

"Send Email REDIAL Notification" check box, "Send IM Notification" check box, all Types options

No Timer

Voicemail Processed

all Types options

FINAL

Voicemail Dump

all Types options

FINAL

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Forward Participant

"Send Email FINAL Notification" check box, "Send IM Notification" check box, "Final Disposition for Contact Record" Type option

Forwarded

"Send Email FINAL Notification" check box, "Send IM Notification" check box "Final Disposition for Contact Record" Type option

Internal Call

"Final Disposition for FINAL Contact Record" Type option

Force Stop

"Send Email REDIAL Notification" check box, "Send IM Notification" check box, all Types options

No Timer

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Resource Unavailable

"Send Email Notification" check box, "Send IM Notification" check box, "Redial Number" or "Do Not Dial Number for Campaign" Types options

REDIAL

No Timer

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Configure

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Changing System Dispositions


You cannot create, delete, or rename System Dispositions. System dispositions have all of the same options and properties as custom dispositions, but some options cannot be changed.

SUMMARY

How to access the System Dispositions properties window | How to change Disposition properties

How to Access the System Dispositions Properties Window


To access the "System Dispositions Properties" window, follow the instructions below. 1. Click on "Dispositions" in the left Navigation pane.

2. Click on "System Dispositions" in the list pane on the right.

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Alternatively, you can expand the "Dispositions" folder and select the "System Dispositions" folder in the left pane.

3. To open the "Disposition Properties" window, double-click on the disposition name. You can also right-click on the disposition and select "View properties" from the displayed menu.

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4. The disposition "Properties" window opens.

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How to Change Disposition Properties


As you can see, many of the system disposition properties are disabled and cannot be edited. You can find the list of editable options in System Dispositions. It is possible to adjust some of the system disposition properties to make Outbound or Autodial Campaign dialing more effective or keep Users informed about campaign events. For example, the administrator can: Change the redial parameters in the system disposition "Busy" to tune the dialing process for Outbound and Autodial Campaigns. Configure email or instant message notifications for the system disposition, "Sent To Voicemail," to keep Users informed of when new voicemail messages are recorded during Inbound Campaigns. You can adjust such settings in the "System Disposition Properties" window. The following five tabs are available: General Type Email Notification IM Notification Reporting All disposition options are described in Disposition Settings/Options.

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CHANGING DISPOSITION FLAGS

Some system dispositions allow changing "Agent Must Confirm," "Send Email Notification," and other options on the "General" tab.

For enabled Email and IM notification you need to specify the recipients on the "Email Notification" and "IM Notification" tabs accordingly. See Configuring Disposition Notification.

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CHANGING TYPE AND ITS OPTIONS

The default disposition Type can be changed for some system dispositions. You can do so on the "Type" tab of the "System Dispositions Properties" window.

The options of the selected type can be adjusted to reflect your business needs.

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Adding Custom Dispositions


SUMMARY

How to create Custom Dispositions

How to Create Custom Dispositions


To add a custom disposition in your Five9 Administrator application, follow the steps below:

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1. In the "Navigation pane," select "Custom Dispositions" in the "Dispositions" folder.

2. Then click on "Add Object" (+ button) in the toolbar.

3. You can also right-click on "Custom Dispositions" and select "Add Disposition" from the displayed menu.

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3. Enter the name of the new disposition in the text field of the "Add Custom Dispositions" window.

4. Click "OK" to add the new disposition to the system.

5. By default, a new disposition has the "Final Disposition for Contact Record" as the disposition type. To learn more information about the "Custom Dispositions" configuration, see Configuring Custom Dispositions.

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Configuring Custom Dispositions


Before continuing, it is important to understand the default behavior of a dispositioned call. By default, after a call is dispositioned with a Final type disposition, the phone number will not be dialed again by that campaign, even if that number appears in another list. By setting flags, you can adjust this behavior and/or extend the functionality.

SUMMARY

How to rename Custom Dispositions | How to access Custom Disposition properties window

How to Rename Custom Dispositions


To rename a disposition using the right-click menu, follow the instructions below. Note: You can also rename the objects in their properties window. 1. In the "Navigation pane," select "Custom Dispositions" in the "Dispositions" folder.

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2. Right-click on a disposition name in the list and select "Rename" from the displayed menu.

3. Enter a new name for the object instead of the old one.

4. Confirm your entry by clicking on "OK."

How to Access Custom Disposition Properties Window


Follow the instructions below to configure custom dispositions.

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1. In the "Navigation pane," select "Custom Dispositions" in the "Dispositions" folder.

2. Double-click on the "Disposition Name" in the Navigation pane. You can also right-click on a Disposition Name in the list pane left. Then select "View Properties" from the displayed menu.

3. The "Disposition Properties" window opens.

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In general, it is not necessary to enter all properties and check all options. The "Final Disposition for Contact Record" disposition type is set by default after the disposition has been created. The following tabs are available: General Type Email Notification IM Notification Recordings Reporting To learn more detailed information on disposition settings and options, see Disposition Settings/Options. 4. Click "Save" or "Apply" to save your changes.

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Configuring Disposition Notification


Follow the instructions below to enable/disable and configure email notifications and IM notifications for dispositions in your Five9 Administrator application. You can do it for any custom disposition and for some system dispositions.

SUMMARY

How to enable and configure email notification | How to disable email notification | How to enable and configure IM notification | How to disable email notification | How to disable IM notification

How to Enable and Configure Email Notification


Follow the instructions below to enable email notification for a disposition. 1. Access the Disposition properties window. 2. In the "General" tab, select the following option. Send Email Notification - Enables you to receive an email every time this disposition is selected. The email notification is configured in the "Email Notification" tab.

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3. Switch to the "Email Notification" tab.

4. Click on "Add" to configure a new email notification.

5. Define the following settings in the displayed window. Send Email To Email Address - Here you can specify the address where the email notification will be sent. Enter an email address if the recipient will be a fixed email address. Caller's Email Address Taken from the Following Contact Field - The customer email address can be set as a contact field. The contacts email address will be taken from a contact field. If sending an email to the caller or customer, select the contact field from which the email address will be taken. If you leave the "Email Address" field empty, the notification will be sent to the customers email address. If both of the "Send Email To options are used, two email notifications will be created after you click Save. Reply To Address - If you plan to use the disposition to automatically send email messages, you must enter a "Reply To" address. This address will be used when the recipients of these emails reply to them. Enter the email address in the "Reply To Address" text box. Note: This configuration does not change the "From or senders address. Notification emails are always sent from <custom_text>notification@five9.com. 428

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Displayed "From" Address for Email "From" Address - Here you can specify the email address that will be the "from" address for disposition notification email. The "from" address will have the following form "<custom_text>.notification@five9.com." The custom text entered in this field will also be displayed as the name of the sender. Note: If you don't fill in this field, the default "notification@five9.com" address will be used. Email Subject Use Disposition Name as Subject - The email subject line will include the disposition name. For example, "3rd Party Transfer," "No Answer," or "Do Not Call." Custom Subject - Instead of using the disposition name as a subject, you can create a subject text more suitable for your company or your environment.

6. Select one of the following options: 429

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Standard Disposition Email Template - If you select this option, the default template will be used as the email "body in the email notification. Disposition "NAME" has been received. Customer Details (optionally) Call Details (optionally) Call Comments (optionally) Worksheet (optionally) Custom Template - You can create a custom HTML template and use it to send the email notification. Read how to create custom templates here. Read how to select a custom template here.

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7. You can optionally add up to 5 files to be attached to the notification email. Read more here.

8. You can test the selected options by sending a test notification to an email address. Read more here.

9. Click on "Save" in the "Add/Edit Email Address" window.

10. The created email notification is shown in the "Email Notification" tab as a line.

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Add as many email notifications as you need. 11. Click "Save" or "Apply" in the "Disposition properties" window.

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CREATING CUSTOM HTML TEMPLATES

A custom email template can be uploaded to the disposition and used in as the email "body email notifications. Variables can be used to populate call or customer information in the email sent using an HTML template. The format of the variable is %Variable Name%. The following variables are valid: %DISPOSITION_NAME% %CUSTOMER_DETAILS% %CALL_DETAILS% %COMMENTS% %WORKSHEET% %first_name% %last_name% %company% %street% %city% %state% %zip% %custom_contact_field_name%

To use these variables, edit the HTML email template in a text editor and place these variables where the system should substitute the information. For example, "Hello %first_name%" will be substituted with "Hello Joseph" in the email itself. Save your file in HTML format.

SELECTING THE CUSTOM TEMPLATE

1. Select the "Custom Template" option and then click on "Select Template" in the "Add/Edit Email Address" window.

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2. In the displayed "Select Template" window, you can view all template files you have previously uploaded.

3. To add a new file, click on "Upload File". In the displayed window, select your previously prepared template file (with .html extension). Note: The maximum file size is 1 Mb. Note: The space for both disposition email templates and attachments is limited to 100 Mb.

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4. Confirm the file name.

5. After the file has been uploaded, you will see the below message. Click "OK."

6. You can view the file and its size in the "Select Template" window. Select a file in the list to be used as custom template.

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7. Click on "Use Selected File."

8. You will return to the "Add/Edit Email Address" window. The selected custom template file is shown in the "Selected File" field.

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ADDING ATTACHMENTS

1. In the "Add/Edit Email Address" window, click on "Add File(s)" in the "Attachments" section.

2. In the displayed "Select Template" window, you can see all the files you have previously uploaded for use as attachments.

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3. To add a new file, click on "Upload File." In the displayed window, select a file with any extension. Note: The maximum file size is 5 Mb. Note: The space for both disposition email templates and attachments is limited to 100 Mb.

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4. Verify the file name and click "OK."

5. After the file has been uploaded, you will see the below message. Click "OK."

6. You can view the uploaded file and its size in the displayed "Select Attachments" window. Select the file (or files) in the list to attach them to the notification email. Note: You can hold down <CTRL> or <SHIFT> for multiple selections.

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7. Click on "Add Selected File(s)."

8. You will return to the "Add/Edit Email Address" window. The selected files will be shown in the "Attachments" section.

TESTING EMAIL NOTIFICATION

1. To test that the email notification can reach all email addresses in the list, click on "Test Email Notification" in the "Add/Edit Email Address" window.

You can also select an email notification item in the "Email Notification" tab of the Disposition properties window and click on "Test Email Notification." 440

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2. You will see the "Input" dialog asking to enter/confirm the email address to which the test email must be sent. After typing in the email, click "OK." The test email notification will be sent immediately.

3. If successful, you'll receive a confirmation message. Click "OK."

How to Disable Email Notification


1. Access the Disposition properties window.

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2. In the "General" tab, uncheck the "Send Email Notification" option.

3. Click "Save" or "Apply."

How to Enable and Configure IM Notification


1. Access the "Custom Disposition Properties" window. Read more in Configuring Custom Dispositions. 2. In the "General" tab, select "Send IM Notification." Send IM Notification - Similar to email notification except that the call details will be sent as a message in the Five9 System. Use this option if call details must be immediately received by one or more Users in your Virtual Call Center.

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3. Switch to the "IM Notification" tab.

4. After adding the users, click "Save" or "Apply."

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ADDING USERS

1. To add a User to the list, click on "Add."

2. The "Add User(s)" dialog loads.

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3. Select one or more (use the <Shift> or <Ctrl> keys for multiple choices) VCC Users from the list.

4. Click "OK."

5. The User(s) will be displayed in the list.

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REMOVING USERS

1. To remove a User from the list, select the User and click on "Remove."

2. The confirmation dialog loads.

3. To remove the User, click "Yes."

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TESTING IM NOTIFICATION

1. To test the IM Notification, click on "Test IM Notification."

2. The confirmation dialog will load.

3. Click on "Yes" to send the test Instant Message notification to the User(s) in the list.

How to Disable IM Notification


1. Access the "Custom Disposition Properties" window. Read more in Configuring Custom Dispositions.

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2. In the "General" tab, uncheck the "Send IM Notification" checkbox.

3. Click "Save" or "Apply."

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Campaigns

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Outbound

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About Outbound Campaign


This chapter describes how to create and run an Outbound Campaign and provides guidelines for managing Outbound Campaigns. A Campaign manages the processing of calls in your Virtual Call Center. Outbound Campaigns are used to dial customers in list(s) created by administrators, and deliver the calls to the agent(s) that process the calls. The dialing process is typically handled by the "Dialer." Outbound Campaigns may use one of four dialing modes: The Predictive, Power, or Progressive Dialer modes to dial through a list of contacts and deliver connected calls to your agents. An additional Preview Dialing Mode allows agents to preview contacts and individually dial their numbers. Read more in Campaign Dialing Modes. When managing Outbound Campaigns, it is important to understand how the Dialer works and how lists are processed. See Understanding The Dialer and Dialing Rules.

Fields
You can work with Outbound Campaigns in the "Campaigns" folder. The following fields are shown in the list pane: Name Description Type (Outbound/Inbound) Extension DNIS Status (Running/Not Running) - Read more in Campaign Status. Max Lines Campaign Completion (percents or "N/A") Current Action (for example, "dialing") Update State

Functions
Click on each of the following functions to get your Outbound Campaign up and running quickly:
CREATING AN OUTBOUND CAMPAIGN

Creating an Outbound Campaign Configuring an Outbound Campaign


CONFIGURING AN OUTBOUND CAMPAIGN

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Managing OC Lists Managing OC Skill Groups Managing OC Dispositions Managing OC Connectors Managing OC Worksheet Managing OC Scripts
MANAGING AN OUTBOUND CAMPAIGN

Starting Campaign Stopping Campaign Resetting Dispositions Resetting a Campaign

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Outbound Campaign Properties


You can configure Outbound Campaign properties in the "Campaign Properties" window. The window contains the properties and options of the campaign divided into several tabs: General Recording Dialing Options Call Survey Lists Hold Music Skills Dispositions Connectors Worksheet Script Note: You can use a Campaign Profile to adjust more settings for the campaign. See About Campaign Profiles.

General Tab
Below is the description of each option in the "General" tab. To activate or select an option, select the checkbox.

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Name Description - In the "Description" text box, enter a statement or purpose that identifies the campaign. Max Queue Time - Sets the maximum time the dialed party will be held by the Dialer if there are no agents available to process the call. Once this time expires, the action configured in the "Action on Max Queue Time Expiration option of the Dialing Options tab will be taken. Show Out of Numbers Alert - Allows an administrator to turn off the notification message which informs that the campaign is no longer dialing because the lists are complete. This message will be displayed to administrators and supervisors when an Outbound Campaign runs out of available numbers to dial. Notice: When using Web2Campaign or APIs to feed records into a list, it is possible for a campaign to frequently run out of numbers. These alerts can then be a distraction. Use Contact's Phone Number as Caller ID (DNIS as ANI) for 3rd Party Transfers - When an agent transfers a call to a 3rd party, the domain ANI is sent as the caller ID number by default. This option allows customers to override the default and send the contact's phone number as the caller ID number. Campaign Start Mode - Used to select the mode when the campaign starts. Three modes are available: 454

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Basic Advanced Training Read more in Campaign Modes. Transfer to Agent Distribution Algorithm - You can define how the system selects the next agent to whom a call shall be delivered. This selection is done by the ACD (Automatic Call Distribution) system. The pre-configured distribution algorithms are available for selection in the dropdown list. Note: The same option is available in the Skill Transfer Module. Select the one that meets your company's requirements: Longest Wait - All Calls - When this option is selected, the ACD picks an agent with the longest wait (queue) time for all the calls. Longest Wait - Non-Manual - The ACD picks an agent that has the longest wait (queue) time, excluding the calls that the agents have manually made (e.g., callbacks). Round Robin - When this option is selected, then the ACD selects an agent from the list of agents for the queue. The list is initially sorted based on longest wait (queue) time for all calls. The received call is delivered to the agent on top of the list. When the agent receives a call, the agent is crossed off the list. When the agent receives a call, the agent is crossed off the list, and the ACD will not select this agent until all other agents on the list have also been distributed calls for the current "round of dialing. When new agents make themselves ready for the queue, they are added to the bottom of the list. Min Calls Handled - When this option is selected, the ACD prioritizes agents who have received fewer calls than others based on statistics. The number of calls is taken for the selected time frame period (see the following option). For example, if you select the "8 hours" time frame, then the agents who just started their shift will have higher priority to be selected for calls. Min Handle Time - When this option is selected, the ACD prioritizes agents who have had less total handle time for calls than others, based on statistics. The handle time is calculated for the selected time frame period (see the following option). Time Frame - This option is defined for "Min Calls Handled" or "Min Handle Time" distribution algorithms. You can select one of the following items from the drop-down list: 15 min 30 min 60 min 8 hours 24 hours This day After Call Work Time Limit 455

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Enable After Call work Time Limit - Enable this option if you would like to limit agents wrap-up time (the time between a call being disconnected and the agent selecting a disposition) when working on this campaign. Time Limit - Select the time limit for agents in wrap-up mode. Set Disposition to - Select the disposition that will get automatically set for the call, if the After Call Work Time Limit is reached. Set Agent to Not Ready - Enable this option if you would like to put agents who reach the After Call Work Time Limit for a call to be automatically placed in a Not Ready State, so that they cannot immediately receive more calls. Reason Code - If applicable, select the Not Ready Reason Code for agents who get automatically placed in a Not Ready state, as a result of reaching the After Call Work Time Limit. For example, you may want to create and assign a "Reached ACWTL reason code, so that Supervisors are aware of why these agents are Not Ready. Dialing Rules Follow the restrictions on state dialing hours/dates - If you enable this option, the campaign will be configured to follow Dialing Rules created globally in the VCC Configuration. According to the rules, the dialer will not dial the numbers in the specified states during specified days/hours. The Dialing Rules are configured in the global settings (Configuring Dialing Rules). They can be applied to any Outbound and Autodial Campaign. Notice: Dialing Rules are applied on the basis of values in the Contact field, "State." Before using Dialing Rules, make sure that the "State" field is not empty in your dialing lists and corresponds to the value specified in Dialing Rules options (see Configuring Dialing Rules).

Recording Tab
The "Recording" tab allows you to define settings for recording the outbound calls. Recordings are saved as a separate file/call-segment (but same session) in User Properties of the agent associated with the call and in reports.

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Auto Record Calls for Agents - Automatically records all calls associated with this campaign, from beginning to end. Read more in Call Recording Feature. User Can Control Call Recording - Enable the option to allow the Agent to control the call recording. Set Name of Recording to Session ID During Transfer - This feature is only applicable if you are using the FTP option below. It renames the call recording files to include the Session ID. Read more in Call Recording Feature. Continue Recording Calls When Transferred to a 3rd-party - The option allows to continue recording calls after transfers (third-party call segments). The recording functionality applies to 3rd party transfers that initiated in IVR. Use This FTP Site to Send Recordings to - To transfer the recordings to your server, select the "Use this FTP site to send recordings" checkbox. Then, enter the FTP Hostname, FTP Username, and FTP Password to your FTP server. Read more in Call Recording Feature.

Dialing Options Tab


The "Dialing Options" tab provides you with the ability to define the important Outbound Campaign settings. Below is the description of each option in the "Dialing Options" tab. To activate or select the option, select the necessary radio button or move the slider to select the required value.

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Campaign Dialing Mode - These options define how the campaign processes records in the list. There are four dialing modes available: Predictive - Automatically controls the pace of outbound calling, based on campaign statistics, and calls are placed on a prediction of when agents will finish current calls. The Calls to Agent ratio is automatically adjusted to maximize agent utilization, while attempting to stay below the configured Max Drop Call Percentage. Notice: For best results, use Predictive Dialing Mode on campaigns with 10 or more agents who do not work on any other campaigns. Power - With Power dialing, you can set a fixed Call(s) to Agent Ratio, with between 1 and 10 calls placed per agent. The dialer places calls at the configured ratio whenever an agent becomes ready for calls. Enabling the "Monitor Dropped Call Percentage option allows the dialer to drop to a 1-to-1 Call to Agent ratio if the Dropped Call Percentage for the last 30 days reaches its threshold. Progressive - This mode dials at a variable Calls to Agent ratio, and begins dialing when an agent becomes ready for calls. The Calls to Agent ratio is automatically adjusted to maximize agent utilization, while attempting to stay below the configured Max Drop Call Percentage.

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Preview - This mode allows the agent to review the contact details of an automaticallyassigned record, and then initiate the dial or skip the record. The administrator can configure Preview Dialing to force the record to be dialed after a defined "preview" time. Read more in Campaign Dialing Modes. The following table provides other options for each campaign dialing mode.
OPTIONS PREDI CTIVE MODE PO WE R MO DE PROGR ESSIVE MODE PRE VIEW MOD E

List Dialing Mode - The options define the principle by which the numbers are dialed within a list. There are two dialing modes available: Vertical Dialing - The Dialer will attempt to call all numbers in one contact record, and then proceed to the next contact record. List Penetration - The Dialer attempts to call all numbers in the "number 1" column, then dials number 2, number 3, etc. Read more in List Dialing Modes. Minimum Duration Before Redialing Number (HH:MM) - The minimum time that should pass between calls to the numbers indicated in a contact record. This setting does not affect Redial dispositions with a Redial Timer, until the disposition's Number of Attempts are reached. See Number Redial Timeout. Call(s) To Agent Ratio - Determines how many phone numbers are dialed for an agent when the agent is ready for a new call. The "Call(s) to Agent Ratio" option can be configured only in the Power Mode. Progressive Mode and Predictive Mode automatically adjust the dialing pace, to keep agents as occupied as possible, without exceeding the configured maximum lifetime dropped call percentage for the campaign. Tip: If your list has a lot of numbers that are not answered or you are dialing at a time of day when people are not at home, you may want to set a higher "Calls to Agent Ratio." If "Calls to Agent Ratio" is set too high it will increase your dropped call rate (abandoned call percentage). Read more in Campaign Dialing Mode. Dropped Call Percentage and Max Dropped Call Percentage - This setting keeps track of the campaigns dropped call percentage for the last 30 days (or since the last reset using the Reset Dialers Drop Call % option) and slows the Dialer to keep the dropped call percentage to the level selected with "Max Dropped Call Percentage." 459

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See Dropped Calls Settings. Notice: FCC and FTC regulations refer to Dropped Calls as "abandoned calls. Therefore, for telemarketing campaigns, adjust the Max Dropped Call Percentage to match the federal requirements for abandonment. Monitor Dropped Call Percentage - This setting enables the automatic throttling of the Call(s) to Agent Ratio to a lower setting, if the specified Dropped Call Percentage (explained above) threshold is reached. Preview Options Unlimited Preview Time - With this option selected, agents can take as much time as needed to make calls to the record. Limit Preview Time - Limits the length of time an agent can preview a record. The timer will be shown on the bottom pane of the Agent application.

The "Action on Timeout" selection determines what happens when the preview time expires. Dial Number - Automatically dials the number for the preview record. For example, you may allow your agents to preview a record for 30 seconds before dialing. The first available number will be dialed. The Agent application will switch to the "General" tab automatically. Switch Agent to Not Ready Places the agent in the Not Ready state if they do not dial within the configured preview time. The agent will receive a notification after the timeout period.

Dial Immediately - Automatically dials the 460

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appropriate number for the preview record, without waiting for an agent to make a decision. Call Analysis - The "Perform Call Analysis" section provides settings to filter out answering machines and fax machines. Read detailed description in Call Analysis Feature. There are three options for Call Analysis (also referred to as Answering Machine Detection): No Call Analysis - The system will not analyze calls and will pass through all connected calls including answering machines and fax machines. Fax Detection Only - The system will filter out fax machines, but send all answering machines through to agents. Fax and Answering Machine - Select this to filter out both fax machines and most answering machines. This option will analyze the voice after the call is answered to determine if it is a live person or a recorded voice/answering machine. If it is determined to be a recorded voice, the system can be configured to hang up the call and move on to the next number without sending the call to the agent. Alternatively, the campaign can be set up to automatically leave answering machine messages without having to connect an agent to the call, even using dynamic information (such as the name of the contact, spoken using Text-to-Speech), when used in conjunction with IVR scripts. Voice Detection Level - Adjust this setting if you have selected "Fax and Answering Machine." This setting determines the time-out period for voice analysis performed when a call is answered. Read more in Call Analysis Feature. Action on Answering Machine Detection - This menu is available if "Fax and Answering Machine" option is selected in the "Call Analysis" section. The following actions can be selected via this menu: Drop Call - The default selection. The system will hang up without leaving a message. Play Prompt - To set it to leave a recorded message, select the "Play Prompt" and choose a previously uploaded prompt from the drop-down menu. Define the "Maximum Wait Time (seconds)" value. See also: About Prompts. Play IVR Script (Advanced) - This can be used to connect the call to an IVR script for further actions. See also: About Interactive Voice Routing (IVR). Action on Max Queue Time Expiration - "Action on Max Queue Time Expiration" will take place when the "Max Queue Time" expires because there are no agents 461

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available to take the call. The following actions can be selected via this menu: Drop Call - The default selection. Play Prompt - To play a recorded message, select "Play Prompt," and choose a previously uploaded prompt from the drop-down menu. This feature give you control over setting the Safe Harbor message and allows you to configure different messages for each campaign. See also: About Prompts. Play IVR Script (Advanced) - This option can be used to connect the call to an IVR script for further actions. An example would be an IVR script to play a recorded Safe Harbor message plus present options for adding the number to the domain DNC list. See also: About Interactive Voice Routing (IVR). Note: For telemarketing campaigns, you may need to record a "Safe Harbor message for abandoned calls and play it as a prompt.

Call Survey Tab


See Inbound Campaign Properties.

Lists Tab
In the "Lists" window, click "Add" to add one or multiple lists to be dialed by this campaign. The lists will be dialed in the order displayed on the screen. You can adjust the order with the "Up" and "Down" buttons. Read more in Adding Lists To The Campaign. The campaign keeps track of the position of a call within a list, which phone numbers have been dispositioned, which numbers are flagged to be dialed again, and which numbers have yet to be dialed. When the campaign is started, it will continue dialing from where it previously left off, unless you changed the order of the lists or reset the list position. In this case, it will start with the new list on top and then continue with the second list, skipping numbers that have already been dispositioned. Note: The campaign must be stopped to add a new list. Read more about lists in About Call Lists.

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Hold Music Tab


The "Hold Music" tab allows you to define the hold music for the campaign. Click on "Add to open a dialog for adding Prompts that will be used when a call associated to the campaign is put on Hold.

Skills Tab
Click "Add" to add one or more skill groups to the campaign. The skill groups added here will determine which agents will receive calls from this campaign.

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If multiple skill groups are loaded for the campaign, the agents in the skill group listed first will receive the first calls. If they are on a call, the Dialer sends calls to the agents in the next skill group. Move skill groups up or down in priority by using the "Up" and "Down" buttons. Note: For routing calls to available agents, the order of the skill groups in this tab takes the highest priority, followed by skill levels that are configured per agent in User Properties, and then followed by the Distribution Algorithm configured in the General tab of Campaign Properties. Read more in Adding Skill Groups To The Campaign. Read more about skill groups in About Skill Groups.

Dispositions Tab
This tab is used to add and view the dispositions you that may be set for calls associated to the campaign. The dispositions listed in the "Call Disposition(s) table of this tab are available to agents when processing calls for this campaign. There are the following disposition lists: System Call Disposition(s) - The system dispositions are displayed in the "System Call Disposition(s)" area. You may edit the Properties of these dispositions to change the dialing behavior for this campaign. For example, one campaign may have a redial timer of 5 minutes for the "Busy system disposition, while another campaign may use a 10 minute timer, depending on its requirements. Call Disposition(s) - These dispositions may be set by agents at the end of calls to determine its outcome. Decline Preview Record Disposition(s) - Depending on your configuration, agents may have the option to decline records, without calling a number, when working on Preview Campaigns. For this case, you should define the "Decline" dispositions. 464

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The following buttons are available for each list: Add - Opens the "Select Disposition(s)" popup where you can choose one or several existing dispositions to add. Remove - Removes the selected dispositions from the list. Edit - Opens the Disposition properties window where you can make changes in disposition settings. If you change a disposition to something other than its default settings, the "Configuration field in the dispositions table will change from "Standard to "Custom. Restore Defaults - Reverts any changes made to dispositions for this campaign to their global (default) configurations. On the "Dispositions" tab, you can select one of the following options for Conference calls: Agent who initiates conference must disposition call - Requires that the first agent in a conference that contains at least one other agent to set a disposition when leaving the conference. Last Agent to leave conference must disposition call - Requires that the last agent who is left in a conference that contained at least one other agent to set a disposition when leaving the conference. Conference initiator decides who must disposition call - Provides the ability for the first agent in a conference that contains at least one other agent to either set a disposition when leaving the conference, or to pass on the disposition-setting responsibility to another agent who is on the call. Read more in About Dispositions and Managing Dispositions (Outbound Campaigns).

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Connectors Tab
If using a Five9 Connector for this campaign, to send data to an external server, click "Add" to select it. See About Connectors for more information on using the connectors.

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Read more in Managing Connectors Of The Outbound Campaign.

Worksheet Tab
Use a worksheet to create a form in question-and-answer format, to be filled out by an agent while on a call. The worksheet is used to gather information from the contact, without saving this data to a contact field. Data entered in a worksheet is stored in the database and can be accessed via the various Worksheet Reports on the online Reports portal. You create the worksheet by adding questions, one at a time. The questions will be displayed to the agent in the order displayed in the worksheet, after an agent presses on the "Start Worksheet button. You can change the question order with the "Up" and "Down" buttons. See Creating Worksheet for more details on the worksheet creation.

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You can click "Export" to export the worksheet for use in other campaigns. By clicking "Import" you can import the saved worksheet to use it in the current campaign. By clicking "Test" you can test the created worksheet. You will be able to view the worksheet in the way the agent will view it. Here you will also be able to go through all the questions listed in the worksheet.

Script Tab
The "Script" is the first screen displayed to the agent when a call is presented. The script is the sales pitch the agent reads when a call is connected or notes to help the agent while on a call. In this tab, you can write or edit the script, in HTML, or import/export HTML files. Read more in Scripts.

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Inbound

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About Inbound Campaigns


This chapter describes how to create and run an Inbound Campaign and provides guidelines for managing Inbound Campaigns. Inbound Campaigns are used to receive customer calls coming from a DNIS. The received calls will be processed according to the rules configured by the administrator in the campaigns currentlyrunning IVR Script.

Functions
With the Inbound Campaign, you can use customized greetings and create different scenarios for "Interactive Voice Response" (IVR). Important Note: The campaign must be running to answer inbound calls. If the campaign is not running, callers will receive a busy signal.

Click on each of the following functions to get your Inbound Campaign up and running quickly:
CREATING AN INBOUND CAMPAIGN

Creating Campaigns Configuring Campaigns


CONFIGURING AN INBOUND CAMPAIGN

Configuring Campaigns Configuring Call Recordings Managing DNIS (Direct Number Identification Service) Managing IVR Scripts Schedules Managing Hold Music Managing Outbound Skills Managing Dispositions Managing Connectors Managing Worksheet Managing Scripts Managing Voice Prompts
MANAGING AN INBOUND CAMPAIGN

Starting Campaign Stopping Campaign

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Inbound Campaign Properties


You can configure the Inbound Campaign in the "Campaign Properties" window. The window contains the campaign's properties and options divided into the following nine tabs: General Recording DNIS (Direct Number Identification Service) Survey IVR (Interactive Voice Response) Hold Music Outbound Skills Dispositions Connectors Worksheet Script Prompts Note: You can use a Campaign Profile to adjust more settings for the campaign. See About Campaign Profiles. Read the tab descriptions below to learn more about the function of each tab.

General Tab
Below is the description of each option in the "General" tab. To activate or select the option, click the corresponding checkbox. Name Description - In the "Description" text field, enter a statement or purpose that identifies the campaign. Extension - Optionally enter a unique, 4-digit number, to be used as the campaigns internal extension. Use Contact's Phone Number as Caller ID (DNIS as ANI) for 3rd Party Conferences Inbound Lines Max Number Of Lines - Use this option to set the number of inbound lines allocated to this campaign. This number corresponds with the maximum number of simultaneous calls that can be made to the campaign. Read more in Maximum Number Of Lines. Line utilization threshold - Use this option to set the line utilization threshold in percents. The default value is set in global configuration window. See VCC Configuration: Email Notification Settings.

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When line utilization reaches threshold, send e-mail to - Use this option to define the e-mail address to send e-mail to, when line utilization reaches threshold. Campaign Profile - Used to select which start mode will be used when the campaign starts. The following two modes are available: Basic Mode - Use this mode to run the campaign with default settings. Advanced Mode - Use this mode to run the campaign using a Campaign Profile. If this option is chosen, you must select a Profile from the drop-down menu. Before using this mode, first create a Campaign Profile. Read more in Campaign Start Modes. After Call Work Time Limit Enable After Call Work Time Limit - Enable this option if you would like to limit agents wrap-up time (the time between a call being disconnected and the agent selecting a disposition) when working on this campaign. Time Limit - Select the time limit for agents in wrap-up mode. Set Disposition to - Select the disposition that will get automatically set for the call, if the After Call Work Time Limit is reached. Set Agent to Not Ready - Enable this option if you would like to put agents who reach the After Call Work Time Limit for a call to be automatically placed in a Not Ready State, so that they cannot immediately receive more calls. Reason Code - If applicable, select the Not Ready Reason Code for agents who get automatically placed in a Not Ready state, as a result of reaching the After Call Work Time Limit. For example, you may want to create and assign a "Reached ACWTL reason code, so that Supervisors are aware of why these agents are Not Ready.

Recording Tab
The "Recording" tab allows you to define settings for recording the inbound calls.

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Auto Records Calls for Agents - Automatically records all calls associated with this campaign, from receiving the call to wrapping up the call. If you would like your agents to control when calls are recorded, do not select this option. Read more in Call Recording Feature. Set Name of Recording to Session ID During Transfer - This feature is only applicable if you are using the FTP option below. It renames the call recording files, based on the session ID. Read more in Call Recording Feature. Continue Recording Calls When Transferred to a 3rd-party - Continues recording calls after transfers. Recordings are saved as a separate file/call-segment (but same session) in User Properties of the agent associated with the call and in reports. Use This FTP Site to Send Recordings to - To transfer the recordings to your FTP server, select the checkbox for "Use this FTP site to send recordings to." Then enter the Hostname, Username, and Password for your FTP server. Read more in Call Recording Feature.

DNIS Tab
Use the "DNIS" (Direct Number Identification Service) tab to associate a phone number or multiple phone numbers with this campaign. When a contact calls this number, the call will be processed by the campaign and routed based on the IVR setup. Read more in Managing DNIS.

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Survey Tab
The feature allows post-call surveys in the IVR. You can reference a survey campaign from other campaigns under the "Survey" tab. Enable Call Survey - This option activates the survey execution. By default, this option is disabled. When you select the "Enable Call Survey" check-box for a campaign, you can select the Survey Execution Condition which defines when callers will be transferred to that survey campaign. Survey Name - The title of the current post-call survey. Survey Description - Any additional information about the current post-call survey. Survey Campaign - A campaign which will be launched once the "Survey Execution Condition" happens. Survey Execution Condition - When agents end calls, callers are transferred to the campaign based on "Survey Execution Condition." To transfer all calls to the survey campaign, select the "Always" option. By default, the "Always" option is selected. To transfer only calls with a specified Call Variable value, select a user-defined boolean variable from the drop-down menu. If the variable value is set to true, then the survey will be launched. Read more in Post-Call Surveys, Creating Post-Call Surveys.

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IVR Tab
Use the IVR (Interactive Voice Response) tab to configure the IVR schedule. The IVR schedule will associate the IVR scripts that process call flow, or call routing, with inbound calls. Note: The IVR script is required for Inbound Campaigns. You will receive an error message if you attempt to start the Inbound Campaign without an IVR. The IVR schedule will handle the conditions in which the IVR script will run. You can change the schedule order with the "Up" and "Down" buttons. The schedule located above will have higher priority, if there are overlapping schedules.

The "Default" schedule cannot be removed or edited. This schedule stays active all days of the week and all day long. In this schedule you can only select the IVR script which will run under this schedule. You may assign an "off-hours IVR script for this schedule, as it will be active for times when no other IVR schedule is assigned. Read more in Managing IVR Script Schedules.

Hold Music Tab


The Five9 system plays a default hold music track when callers are waiting on hold. You can override the default by adding your own music using the "Hold Music" tab. Read more in Hold Music and in Managing Hold Music.

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Outbound Skills Tab


When making a manual call (any call initiated by the agent), the Five9 agent is prompted to associate the call with a campaign. Doing so assigns all of the campaign properties to that call, including the script, worksheet, and dispositions. If you would like to make this Inbound Campaign available in the list of campaigns that can be associated with manual calls, add a skill group in the "Outbound Skills" tab. Any agent who is a member of the selected skill group(s) can associate manual calls with this campaign. Read more in Managing Outbound Skills.

Dispositions Tab
On the "Dispositions" tab, there are two tables: System Call Dispositions - These are System dispositions that may be automatically set by the campaign. You may wish to customize their settings for the current campaign, if you would like them to behave differently (e.g., send an email notification) from the default, global configurations of those dispositions. Call Dispositions - These dispositions will be set by Agents, to determine the outcome of a call. Add the dispositions you would like to make available to your agents for this Inbound Campaign by clicking on "Add" under the Call Dispositions table. If you are also running Outbound Campaigns, note that you may need to create different dispositions for inbound calls, if you do not want acrosscampaign disposition types (i.e., Final type with "Apply to Campaigns Using This Disposition selected) to affect the same records in your Outbound Campaigns. The following buttons are available for each list: Add - Opens the "Select Disposition(s)" popup where you can choose one or several existing dispositions to add. Remove - Removes the selected dispositions from the list. Edit - Opens the Disposition properties window where you can make changes in disposition settings for the current campaign. If you make any changes, the "Configuration field for that disposition will change from "Default to "Custom, indicating that its settings do not correspond with the default, global settings for that disposition. 476

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Restore Defaults - Restores the default, global settings for any dispositions that were customized for this campaign. On the "Dispositions" tab, you can select one of the following options for Conference calls: Agent who initiates conference must disposition call - Requires that the first agent in a conference that contains at least one other agent to set a disposition when leaving the conference. Last Agent to leave conference must disposition call - Requires that the last agent who is left in a conference that contained at least one other agent to set a disposition when leaving the conference. Conference initiator decides who must disposition call - Provides the ability for the first agent in a conference that contains at least one other agent to either set a disposition when leaving the conference, or to pass on the disposition-setting responsibility to another agent who is on the call. Read more in About Dispositions and Read more in Managing Dispositions.

Connectors Tab
Use the "Connectors" tab to add connectors to the current campaign. Connectors provide you with the ability to connect the Five9 Agent application with an external application. Read more in Managing Connectors.

Worksheet Tab
Use a worksheet to create a form in question-and-answer format, to be filled out by an agent while on a call. The worksheet is used to gather information from the contact, without saving this data to a contact field. Data entered in a worksheet is stored in the database and can be accessed via the various Worksheet Reports on the online Reports portal. You create the worksheet by adding questions, one at a time. The questions will be displayed to the agent in the order displayed in the worksheet, after an agent presses on the "Start Worksheet button. You can change the question order with the "Up" and "Down" buttons. See the Managing Worksheet for more details on the worksheet creation. Read more in Managing Worksheet. 477

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Script Tab
The script is the first screen displayed to the agent when a call is presented. The script is the sales pitch the agent reads when a call is connected or notes to help the agent while on a call. To add a script to the campaign, you may import it as an HTML file or type HTML script in the large text box. Read more in Managing Scripts.

Prompts Tab
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Use this tab to set up prompts that will be played to the agent on call connection and when the caller is on hold. Whisper prompts replace standard beeps and ring-tones and provide agents with the context they need to respond appropriately to the caller. Read more in About Prompts, Call Whisper Feature, Managing Campaign Prompts.

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Autodial

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About Autodial Campaigns


Autodial Campaigns are designed to dial phone numbers in a list and to use call-progress detection to understand whether the call was received by an answering machine or person. When a call is answered, it follows a predefined IVR Script. The most common flows include leaving messages to the called party. You can also optionally configure the auto-dialer so that your customers can interact with a menu of options and messages, and even allow them to add their phone number to the do-not-call list without interacting with an agent. So, with Five9s advanced capabilities you can define many different flows to meet your business needs. And each successfully connected number will follow the call flow defined for the campaign. The call flow can even pass an outbound call to an agent. When one of your customers needs to talk to a live agent, the call can be queued up for the next available agent. When your agents are connected to live parties, they can follow the scripts you've written and record the results in the Five9 contact history. Autodial Campaigns can dial multiple numbers at the same time based on the number of lines available for your account and the number of lines allocated to the campaign. There is an ability to stop dialing based on agent availability. If your call flow does not have the possibility to deliver calls to agents, you need to consider only running it at the times when you want to deliver your messages to your customer base. You can either manually start and stop campaigns or use a profile to help you in delivering your messages at targeted times.

Telemarketing Rules
In the U.S., Autodial Campaigns are specifically governed by the Federal Trade Commissions telemarketing sales rule. In short, you may not use an auto dialer for telemarketing purposes. It should only be used if you have an existing business relationship with the people you are calling. For example, they may be used for collections, feature announcements, reminders to existing customers, or for specific exempt organizations such as charities or political campaigns. For more details, a copy of the telemarketing sales rule can be found online at http://www.ftc.gov/bcp/edu/pubs/consumer/telemarketing/tel13.pdf.

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Functions
Click on each of the following functions to quickly get your Autodial Campaign up and running:
CREATING AN AUTODIAL CAMPAIGN

Creating Campaigns Configuring Campaigns


CONFIGURING AN AUTODIAL CAMPAIGN

Configuring Campaigns Managing Lists Managing IVR Scripts Schedules Managing Hold Music Managing Skill Groups Managing Dispositions Managing Connectors Managing Worksheet Managing Scripts
MANAGING AN AUTODIAL CAMPAIGN

Starting Campaign Stopping Campaign Resetting Dispositions Resetting the Campaign Testing Autodial Campaigns

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Autodial Campaign Properties


Autodial Campaigns have the same configuration tabs as standard Outbound and Inbound Campaigns: General Recording Dialing Options Call Survey Lists IVR Hold Music Outbound Skills Dispositions Connectors Worksheet Script You can adjust more settings by using Profiles. See Profiles for Autodial Campaigns.

General Tab

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The "General" tab provides access to the following options: Name Description - In the "Description" text box, enter a statement or purpose that identifies the campaign. Max Number of Lines - The "Max Number of Lines" controls the number of outbound lines dedicated to the Autodial Campaign. This setting determines how many phone numbers are dialed at one time when the campaign is started. Show Out of Numbers Alert - Allows an administrator to turn off the notification messages which informs that the campaign is no longer dialing because the lists have no numbers available for dialing. This message will be displayed to administrators and supervisors when an Outbound Campaign runs out of numbers to dial. Notice: When using Web2Campaign or APIs to feed records into a list, it is possible for a campaign to frequently run out of numbers. These alerts can be a distraction. Use Contact's Phone Number as Caller ID (DNIS as ANI) for 3rd Party Transfers - When an agent transfers a call to a 3rd party, the domain ANI is sent as the caller ID number by default. This option allows overriding the default and sending the contact's phone number as the caller ID number, instead. Campaign Start Mode - Used to select which start mode will be used when the campaign starts. The following two modes are available: 484

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Basic - Use this mode to run the campaign with default settings. Advanced - Use this mode to run the campaign using a Campaign Profile. If this option is chosen, you must select a Campaign Profile from the drop -down menu. Before using this mode, first create a Campaign Profile.

Read more in Campaign Start Modes. After Call Work Time Limit Enable After Call work Time Limit - Enable this option if you would like to limit agents wrap-up time (the time between a call being disconnected and the agent selecting a disposition) when working on this campaign. Time Limit - Select the time limit for agents in wrap-up mode. Set Disposition to - Select the disposition that will get automatically set for the call, if the After Call Work Time Limit is reached. Set Agent to Not Ready - Enable this option if you would like to put agents who reach the After Call Work Time Limit for a call to be automatically placed in a Not Ready State, so that they cannot immediately receive more calls. Reason Code - If applicable, select the Not Ready Reason Code for agents who get automatically placed in a Not Ready state, as a result of reaching the After Call Work Time Limit. For example, you may want to create and assign a "Reached ACWTL reason code, so that Supervisors are aware of why these agents are Not Ready.

Recording Tab
The "Recording" tab allows you to define settings for recording calls associated with autodial campaigns.

Auto Record Calls for Agents - Automatically records the agent's calls from beginning to end. Read more in Call Recording Feature. Set Name of Recording to Session ID During Transfer - This feature is only applicable if you are using the FTP option below. Read more in Call Recording Feature. Use This FTP Site to Send Recordings to - To transfer the recordings to your server, select the "Use this FTP site to send recordings" checkbox. Then enter the FTP Hostname, 485

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FTP Username, and FTP Password to your FTP server. Read more in Call Recording Feature.

Dialing Options Tab


Notice: After starting an Autodial Campaign it will begin, based on the configuration on the "Dialing Options" tab under "Agent Availability." In some configurations it will start dialing immediately, regardless of agent availability. See also: Agent Linkback Campaign. Below is the description of each option in the "Dialing Options" tab.

To activate or select the option, select the checkbox or move the slider to select the required value. Dialing Mode - There are two dialing modes available: Vertical Dialing List Penetration Read more in Dialing Modes. Minimum Duration Before Redialing Number - The minimum time that should pass between calls to the numbers indicated in an individual Contact record. This setting can be used for adjusting the interval between redialing a record in Vertical Dialing mode. This setting does not affect Redial 486

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dispositions with a Redial Timer, until the disposition's Number of Attempts are reached. See Number Redial Timeout. Call Analysis Voice Detection Level - An agent connects to the call after the voice is detected. Adjust the voice detection level to set the accuracy of answering machine detection. A setting at or closer to "Fast" will detect fewer answering machines, while a setting closer to "Accurate" will detect more answering machines. However, the "Accurate" setting may also increase the delay in delivering a call to an agent or starting your recorded message after the call is answered. The "Voice Detection Level" setting is only used when using the Answering Machine IVR module. Note: The "seconds marks on the Voice Detection Level slider indicate the maximum time-out interval, after which a call that is not yet determined to be a live person or an answering machine will be passed to an agent. In most cases, the Answering Machine Detection system will attempt to make this determination faster than the indicated cut-off period. Agent Availability - This option allows the Autodialer Campaign to dial only when there are agents available to handle calls. If this option is unchecked, then the list is dialed continuously regardless of agent availability. Check the "Dial only" option, and then select "Any Agent " option or a skill in the drop-down menu. You can select the following conditions to make the autodialer call the dialing list: Dial Only if Agents Are Available in the Following Skill Group - If this checkbox is selected, the campaign pauses dialing, based on agent availability, and resumes dialing when one or more agents become available within the skill chosen in the drop-down menu. Select the "Any Agent" option to stop dialing if there are no agents available in any skill group. Ready to Receive Calls - If the "Ready to receive calls" option is selected, the dialer only dials if one or more agents are available, ready, and not on call. Ready to Receive Calls or Busy - If the "Ready to receive calls or busy" option is selected, the dialer only dials if one or more agents are logged-in, and are either ready or busy with another call (on call or wrapping up). In this case agents should not count as "busy" if they are making a manual call, and were on break before this. Logged In - If the "Logged in" option is selected, the dialer only dials if one or more agents are logged in and in any state. Note: If the configured agent availability setting is met, the Autodial campaign will make a fixed number of calls, regardless of how many agents are available. There is no "Calls to Agent Ratio for Autodial campaigns. Dialing Rules - If you enable this option, the Dialing Rules will be applied to your campaign. According to the rules, the dialer will not dial the numbers in the specified states during specified days/hours. The Dialing rules are configured in the global settings (Configuring Dialing Rules). They can be applied to any Outbound and Autodial Campaign. Notice: Dialing Rules are applied based on the values in the "State" contact field. Before using Dialing Rules, make sure the "State" field is not empty in your dialing lists, and that it corresponds to the value specified in Dialing Rules options (see Configuring Dialing Rules).

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Call Survey Tab


See Inbound Campaign Properties.

Lists Tab
In the "Lists" window, click "Add" to add one or multiple lists to be dialed by this campaign. The lists will be dialed in the order displayed on the screen. You can adjust the order with the "Up" and "Down" buttons. Read more in Adding Lists To The Campaign. The campaign keeps track of the position of a call within a list, which phone numbers have been dispositioned, which numbers are flagged to be dialed again, and which numbers have yet to be dialed. When the campaign is started, it will continue dialing from where it previously left off unless you changed the order of the lists or reset the list position. In this case, it will start with the new list on top and then continue with the second list skipping numbers that have already been dispositioned. Note: The campaign must be stopped to add a new list. Read more about lists in About Call Lists.

IVR Tab
Use the IVR (Interactive Voice Response) tab to configure the IVR schedule. The IVR schedule will associate the IVR scripts that process call flow, or call routing, with inbound and autodial calls. Note: The IVR script is required for Inbound and Autodial Campaigns. You will receive an error message if you attempt to start the Campaign without an IVR. TThe IVR schedule will handle the conditions in which the IVR script will run. You can change the schedule order with the "Up" and "Down" buttons. The schedule located higher on the list will have priority, in case of overlapping schedules.

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The "Default" schedule cannot be removed. This schedule stays active all days of the week and all day long. In this schedule, you can only select the IVR script which will run under this schedule. You may assign an "off-hours IVR script for this schedule, as it will be active for times when no other IVR schedule is assigned. Read more in Managing IVR Script Schedules.

Hold Music Tab


The Five9 system plays a default hold music track when callers are waiting on hold. You can override the default by adding your own music using the "Hold Music" tab. Read more in Hold Music and in Managing Hold Music.

Outbound Skills Tab


Click "Add" to add one or more skill groups to the campaign. The skill groups added here will determine which agents will be able to associate the campaign with manual calls. Doing so assigns all of the campaign properties to that call, including the script, worksheet, and dispositions. Agents 489

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who have any of the skill(s) listed in this tab will be able to assign this campaign to manual calls that they make. Read more in Adding Skill Groups To The Campaign. Read more about skill groups in About Skill Groups.

Dispositions Tab
On the "Dispositions" tab, there are two tables: System Call Dispositions - These are System dispositions that may be automatically set by the campaign. You may wish to customize their settings for the current campaign, if you would like them to behave differently (e.g., send an email notification) from the default, global configurations of those dispositions. Call Dispositions - These dispositions will be set by Agents, to determine the outcome of a call. Add the dispositions you would like to make available to your agents for this Inbound Campaign by clicking on "Add" under the Call Dispositions table. If you are also running Outbound Campaigns, note that you may need to create different dispositions for inbound calls, if you do not want acrosscampaign disposition types (i.e., Final type with "Apply to Campaigns Using This Disposition selected) to affect the same records in your Outbound Campaigns. 490

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The following buttons are available for each list: Add - Opens the "Select Disposition(s)" popup where you can choose one or several existing dispositions to add. Remove - Removes the selected dispositions from the list. Edit - Opens the Disposition properties window where you can make changes in disposition settings for the current campaign. If you make any changes, the "Configuration field for that disposition will change from "Default to "Custom, indicating that its settings do not correspond with the default, global settings for that disposition. Restore Defaults - Removes the custom dispositions and leaves the dispositions added by default to the area. On the "Dispositions" tab, you can select one of the following options for Conference calls: Agent who initiates conference must disposition call - Requires that the first agent in a conference that contains at least one other agent to set a disposition when leaving the conference. Last Agent to leave conference must disposition call - Requires that the last agent who is left in a conference that contained at least one other agent to set a disposition when leaving the conference. Conference initiator decides who must disposition call - Provides the ability for the first agent in a conference that contains at least one other agent to either set a disposition when leaving the conference, or to pass on the disposition-setting responsibility to another agent who is on the call. Read more in About Dispositions and Managing Dispositions.

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Connectors Tab
Use the "Connectors" tab to add connectors to the current campaign. Connectors provide you with the ability to connect the Five9 Agent application with an external application.

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Worksheet Tab
Use a worksheet to create a form in question-and-answer format, to be filled out by an agent while on a call. The worksheet is used to gather information from the contact, without saving this data to a contact field. Data entered in a worksheet is stored in the database and can be accessed via the various Worksheet Reports on the online Reports portal. You create the worksheet by adding questions, one at a time. The questions will be displayed to the agent in the order displayed in the worksheet, after an agent presses on the "Start Worksheet button. You can change the question order with the "Up" and "Down" buttons. See Creating Worksheet for more details on the worksheet creation.

You can click "Export" to export the worksheet as a file, to be later imported in other campaigns. By clicking "Import" you can import a saved worksheet to use it in the current campaign. By clicking "Test" you can test the created worksheet. You will be able to view the worksheet in the way the agent will view it. Here you will also be able to go through all the questions listed in the worksheet.

Script Tab
The "Script" is the first screen displayed to the agent when a call is presented. The script is the sales pitch the agent reads when a call is connected or notes to help the agent while on a call. To add a script to the campaign, you may import it as an HTML file or type HTML script in the large text box. Read more in Scripts.

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Autodial Campaign Types


While there are many potential call flows for an Autodial Campaign, they can usually be broken down into two general categories. Automated message delivery campaigns - Campaigns for automated message delivery. This campaign type plays a recorded message to both live persons and answering machines. For example, to broadcast a recorded message to your customer base or deliver a political campaign message. Agent Linkback - This campaign provides the option to connect to an agent. An "Agent Linkback Campaign" usually plays a recorded message to answering machines, but also gives live persons the option to connect to an agent. See also: Autodial IVR Flow Types, Answering Machine Module, Agent Linkback Campaign.

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Agent Linkback Campaign


Agent Linkback is one of the possible Autodial IVR Flow types. These are described in Autodial IVR Flow Types. An Agent Linkback IVR Flow plays a message to answering machines and also gives the option to talk to an available agent if a live person is reached. Below are a few tips for configuring Agent Linkback Campaigns.

Strategies For Successful Agent Linkback Campaigns


TIP 1 - DEFINE MAXIMUM NUMBER OF LINES

In the "General" tab in the "Autodial Campaign Properties" window, set the "Max Number of Lines" to be dialed by the Campaign. When defining an Autodial Campaign to deliver calls to an agent, exercise caution and limit the number of lines to the number of agents you have available during the call time, plus the number of contacts you are willing to have go on hold. The campaign can stop dialing based on agent availability and when all the configured lines are in use. See also: Autodial Campaign Properties, Maximum Number Of Lines.

TIP 2 - USE THE "AGENT AVAILABILITY" OPTION

If your call flow includes the potential to deliver calls to agents, you must consider starting and stopping the campaign based on the availability of agents. You can use the "Agent Availability" option for the Autodial Campaign to automatically start dialing only when there are agents available. ("Autodial Campaign Properties" window, the "Dialing Options" tab).

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If the option is flagged: You have the ability to select the "Any Agent" option or a Skill group in the "Dial Only if Agents Are Available in the Following Skill Group" drop-down menu. The campaign stops dialing if no agents available in the selected skill group. When the "Agent Availability" option is flagged, you must define the conditions under which the agents are considered "available." Select one of the following options: Ready to Receive Calls Ready to Receive Calls or Busy Logged In Read the options descriptions in Autodial Campaign Properties. The campaign can stop dialing automatically if no agents available or the number of lines configured on the "General" tab is reached. Note: The Autodial Campaign will dial the number of lines configured on the "General" tab even if only one available agent remains in the skill group. The remaining agent(s) will need to process the calls on all lines assigned to the Campaign. The number of lines does not change depending on number of available agents. For example, if you have 10 agents in the skill group and the Autodial Campaign configured to 10 lines, but only one agent is ready, the campaign will dial 10 lines for that one agent. Note: If an agent goes on break or logs out after autodial has placed a call, then the contact will reach the IVR and be processed as if no agents are available.

If the option is not flagged: If the Agent Availability option is not flagged, the Autodial Campaign dials a list based on the number of lines available, regardless of the number of logged-in or available agents. The list is dialed continuously, regardless of agent availability. Therefore, you need to start the campaign only when agents are available or to provide an option for voicemail when no agents are available.

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TIP 3 - PROVIDE A MESSAGE IF NO AGENTS ARE AVAILABLE

Always provide a message if no agents are available even if you enable the "Agent Availability" option. For example, the Autodial Campaign sees that an agent is available and starts to dial for that agent. Then before an answered call is delivered to the agent, the agent goes on break. The message can be played immediately after a call is answered or after checking a skill group first. Below are sections of an IVR flow demonstrating both options. The "Play" module is first in line with a message stating the reason for the call and then uses a "Skill Transfer" module to check for agents.

The first "Skill Transfer" module checks for an agent, with no queue time. If no agents are available, it will immediately play a message using the "Play" module. After the message has been played, the call is sent to a second "Skill Transfer" module.

Note: The first "Skill Transfer" module should be set up with no queue time. If no agents are available, the person will hear the message in the "Play" module before being put on hold. The settings for the first "Skill Transfer" module are displayed below.

If a call is answered but there are no agents available to immediately take the call, play a message informing the person why you are calling. In other words, do not put the call on hold before stating the reason for the call. After the "Play" module, there is a second "Skill Transfer" module to transfer the call to one or more skill groups. If the call is transferred to an agent in a skill group, the IVR Script is complete. You can set a hold time if no agents are available. The caller will hear hold music while waiting for an agent.

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TIP 4 - USE THE "PRIORITY" SETTING IN IVR MODULES

In the second example above you want to ensure that the calls waiting on hold are answered before any new calls. The people on hold are obviously interested in talking to an agent. You can accomplish this by using the "Priority" setting in the second "Skill Transfer" module. Calls with a higher priority are answered before other calls. In the properties of the second "Skill Transfer" module select the "Priority" tab, click "Increase Priority By," and set the value to "1."

TIP 5 - DEDICATE A SKILL GROUP(S) TO THE CAMPAIGN

Dedicate a group of agents to the Autodial Campaign. Use a Skill Group to assign your agents to the campaign. Agents working in an Autodial Campaign should not participate in other campaigns at the same time. Stop the Autodial Campaign when you want to switch the agents to another campaign.

TIP 6 - SET THE FAST VOICE DETECTION LEVEL

Use the "Fast Voice Detection Level" setting ("Autodial Campaign Properties" window, the "Dialing Options" tab). Agents will be connected to calls with more answering machines, but the setting will decrease the delay in connecting the calls after saying "hello."

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Autodial IVR Flow Types


This topic provides a brief overview of possible Autodial IVR Flow types. You can study this information before configuring your Autodial Campaign. You can find more detailed instructions by following the provided links. See also: About Autodial Campaign.

Basic Autodial Campaign


Basic Autodial Campaign plays a message on answering machines. The message in the "Play" modules can be the same or different.

Smart Autodial Survey


Smart Autodial Survey plays a prompt to the connected party and records their response in a contact field. If an answering machine is detected, the system will disconnect the call.

Agent Linkback
Agent Linkback plays a message to answering machines and also provides the option to talk to an available agent if a live person is reached.

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Read more detailed description in Agent Linkback Campaign.

Autodial Campaign to Record a Response in Voicemail


Autodial Campaign to record a response in Voicemail. The "Voicemail Transfer" module plays a greeting providing instructions to the contact and asks to record their verbal response after the beep.

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Campaign Profiles for Autodial Campaigns


All Campaign Profile features can be used with Autodial Campaigns. For example, you can use a Campaign Profile to start and stop autodialing, based on the time of day. Use the "Start At" setting to set the start time and the "Stop After" setting to set the stop time. In the example below, the campaign will dial between 8AM and 9PM, and only to phone numbers in the number1 contact field of list records. Remember to account for time zones, as the dialing hours are based on the time zone of the phone number being dialed, not your local time zone.

See Campaign Profile Properties for details on the other Campaign Profile settings and Assigning a Profile to the Campaign for information on how to assign a Campaign Profile to a campaign.

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Dispositions For Autodial Campaigns


Since many autodial calls do not reach an agent, to be dispositioned, Autodial Campaigns provide the ability to record a disposition in some IVR modules. The purpose of IVR dispositions is to provide reporting of where the call disconnected in the IVR flow. For example, your Autodial Campaign plays a message when a person answers and then disconnects using the "Hang Up" module. The disposition in the "Hang Up" module will be recorded as the result of the call. In this case, the disposition for the "Hang Up" module can, for example, be "message left - person." When using Autodial Campaigns, think of dispositions in two categories, "Agent Dispositions" and "IVR Dispositions." "Agent Dispositions" are used when a call is connected to a Five9 agent. "IVR Dispositions" are automatically recorded by the system when a call is disconnected during the IVR flow. To determine which "IVR Dispositions" are required, it is helpful to create your IVR flow first, and then add the dispositions as needed. You can also use the default dispositions assigned by the system. All "IVR Dispositions" have the same configuration options as "Agent Dispositions." Features such as "Send Email Notification" and "Add to DNC" are available. Note: "Agent Must Confirm," "Agent Must Complete Worksheet, and "Worksheet Cannot Be Used With This Disposition" are configuration options that only apply if the call reaches the agent. They do not apply to "IVR Dispositions." See Managing Dispositions.

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Testing Autodial Campaigns


Before running a production Autodial Campaign to dial a contact list, it is recommended that you test the campaign. To test an Autodial Campaign, follow the instructions below. 1. Upload a list of known test numbers such as your office number, your cell phone, your home number, and co-workers' phone numbers. Read more in Importing/Updating Call Lists.

2. Assign the test list to the Autodial Campaign in the same way as for Outbound Campaigns. See Managing Lists.

3. Run the campaign with the test list to be sure messages are played as expected. See Starting Campaign.

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4. Test the campaign by answering some of the calls and going through the IVR Script, and allowing some calls to go to Voicemail. 5. To re-run the test with the same list, reset the campaign.

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General Information

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Call Analysis Feature


Outbound and Autodial Campaigns have the ability to automatically filter out answering machines and fax machines. For Outbound Campaigns, you can set this option in the "Campaign Properties" window. For Autodial campaigns, Call Analysis with Fax and Answering Machine detection is automatically enabled, and any resulting call flow is handled by the active IVR Script There are three options for "Call Analysis" (also referred to as Answering Machine Detection) for Outbound Campaigns: No call analysis - The system will not analyze calls and will pass all connected calls through, including answering machines and fax machines. Fax detection only - The system will filter out fax machines, but send all answering machines through to agents. Fax and Answering Machine - Select this option to filter out both fax machines and most answering machines. The option will analyze the voice after the call is answered to determine if it is a live person or a recorded voice/answering machine. If it is determined to be a recorded voice, the system will hang up the call and move on to the next number, without sending the call to the agent. Alternatively, you can configure to automatically play audio prompts or IVR scripts for detected answering machines, as well as abandoned outbound calls (i.e., upon "Max Queue Time Expiration"). Note: The outbound dialer will always filter out calls that are not answered such as busy signals, no answer, and operator intercepts. Note: As all answering machines are not detected, some will still reach your agents.

After enabling "Fax and Answering Machine" detection (always enabled for Autodial Campaigns), you can determine the type of voice analysis performed when a call is answered. You do this using the slider for "Voice Detection Level." Fast - This setting does the quickest test possible, but will allow more answering machines through to agents. Accurate - The setting detects more answering machines by doing a more thorough test, but also slows down delivery of a call to the agent. The "seconds markers (2 sec for Fast and increasing by 0.5 seconds per marker) indicate the maximum length of time allowed for the Answering Machine Detection system to determine whether the dialer reached a live person. If it is not determined to be an answering machine within the timeout period, the call will be routed to an agent at the end of this time. However, the Answering Machine Detection system may reach a correct decision before the time-out period is reached, and the call will be handled accordingly, as quickly as possible.

HOW CALL ANALYSIS WORKS

When using "Call Analysis," we must wait for the call to be answered and listen for a voice before transferring to an agent. Therefore, any type of call analysis will delay the delivery of calls to the agents. If it is important that agents hear the first "hello," then do not select "Fax and Answering Machine" or try using the "Fast" setting. If you would like to filter out most answering machines, Five9 recommends using the "Normal" setting to get started.

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Outbound campaigns may be configured to automatically play audio prompts or IVR scripts for detected answering machines. This feature is also used to play abandon call messages.

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Notice: Changing these settings may result in non-compliance with appropriate telemarketing regulations. If you are running telemarketing / cold call campaigns, please consult the telemarketing regulations before using this feature. In many cases, it is illegal to broadcast messages in this manner, or to not play a "Safe Harbor message for abandoned calls.
ACTION ON ANSWERING MACHINE DETECTION

If you select the "Fax and Answering machine" option, then the "Action on Answering Machine Detection" menu becomes available. You can select the following options: Drop Call Play Prompt Play IVR Script So, your campaigns can be set up to automatically leave answering machine messages without having to connect an agent to the call, even using dynamic information (such as the name of the contact, spoken using Text-to-Speech) when used in conjunction with IVR scripts. This feature can be used for advanced outbound communications to contacts. Each option is described in details in Outbound Campaign Properties.

ACTION ON MAX QUEUE TIME EXPIRATION

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Similarly, audio prompts or IVR scripts can be used upon "Max Queue Time Expiration" for Safe Harbor messages or advanced outbound communications for contacts with whom an existing business relationship exists. Note: The queue time expiration results in an abandoned/dropped call. This occurs when a dialed number is answered but there is no agent available to accept the call. Calls may be abandoned when dialing multiple lines per agent. Each option is described in details in Outbound Campaign Properties.

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Call Recording Feature


The recording is a .wav file containing the record of agents' conversations during the call sessions. The number of calls recorded is determined by how many recording ports are provisioned with your account. By default, an account is set up with one recording port for every five eats (licenses). An account with ten seats is set up with two recording ports. Therefore, if all ten agents are logged in and taking calls at the same time, 20% of the calls would be recorded. Note: The default maximum call recording length is limited to one hour per call. If you would like to increase the maximum recording length up to three hours, please contact Five9 Support. There are several options/settings for call recordings: System-wide level (default FTP server) - See Configuring Default FTP Settings. Agent level Campaign level (a number of Campaign settings)

Agent settings
USER CAN MAKE RECORDINGS

Agents can be allowed (can have permission) to manually start call recordings. If this permission is enabled, then the agent can record the calls by pressing the appropriate button in the Five9 Agent application. Read more in User Permissions.

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ALWAYS RECORD AGENTS CALLS

The "Voicemail/Recordings" tab of the User properties window includes the "Call Recording" section. If the "Always Record Agents Calls" option is checked, all of the agents calls will be recorded, regardless of a calls associated campaign. Note: Your account must have enough provisioned recording ports to be able to record more than the default 20% of allocated agent seats. The option to "Always record agents calls does not overcome this limitation.

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Campaign Settings
You can enable the following options for a campaign in the "Recording" tab of the "Campaign Properties" window: Auto-Record Calls for Agents Setting Recording name to Session ID Campaign-specific FTP server Read more in Configuring Call Recordings.

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AUTO RECORD CALLS FOR AGENTS

Campaigns can have the "Auto record calls for agents" option enabled ("Campaign Properties" window "Recording" tab). This feature allows you to record the agents' calls from beginning to end. If you would like your agents to control when calls are recorded, do not select this option. Simultaneous recordings are always limited to the number of recording ports. Note: The default maximum call recording length is limited to one hour per call. If you would like to increase the maximum recording length up to three hours, please contact Five9 Support.
SET NAME OF RECORDING TO SESSION ID DURING TRANSFER

By default, the file name for a recording transferred to your FTP server is the agent name with a time stamp. The campaign can optionally set the name of "Recordings to session ID" ("Campaign Properties" window "Recording" tab). This feature is only applicable if you are using the FTP option described below. Recordings are saved as wave files. For tracking purposes, you may need a unique ID assigned to each recording. Every call processed by the system is assigned a unique session ID. Selecting this option sets the file name for exported recordings to the unique session ID from the call.

FTP SETTINGS TO SET RECORDINGS TO

Recordings are stored on the Five9 system for 30 days and are accessed in the agents account properties. Rather than storing the recordings on the Five9 VCC, customers can choose to FTP the files to their own FTP site. This option requires that the customer has an FTP server. You can define the FTP server in the "VCC Configuration" window. See Configuring Default FTP Settings. You can also configure FTP settings for each individual campaign. The campaign FTP settings will override the settings in the "VCC Configuration" window. To transfer the recordings to your server, select the "Use this FTP site to send recordings" checkbox in the campaign properties window. Then enter the Hostname, Username, and Password for your FTP server. The files are exported via FTP on a daily basis. The original file is deleted from your Virtual Call Center (VCC) after the transfer is complete. Recordings are in WAVE file format.

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Call Routing
Automated call routing of customer inquiries is used for transferring calls to the most appropriate agent(s). It can be done using the IVR Scripts. The features are as follows: Incoming calls can be sent to appropriate agents based on availability or skill. You can upload custom prompts and hold music. You can create loops and branching. You can collect caller information. You can use Contact data. If queue times are long or a particular agent is unavailable, callers can leave a voicemail for subsequent follow-up. Calls can be forwarded to a third party in cases where it's after-hours or no agents are available. You can prioritize inbound call traffic. etc.

If you are going to create IVR Scripts that automate Skills-based call routing, you can find a good example in Example: Creating Of Basic IVR Script.

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Call Treatment
When a new inbound call is assigned to an agent, the system tries to find all records containing the caller's number. The first one found is associated with the call by default. When a caller uses a phone number that is not in the contact database, no automatic associations are provided. If an agent wants to associate the current call with another contact record, or create a new contact record for the current caller, they can do so by pressing the "Select Contact Record button or going to the Contacts tab of the application.

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Call Whisper Feature


The Call Whisper feature allows the agent to hear a custom prompt (for example, saying the name of the Campaign) instead of standard beeps and ring-tones. Prompts provide agents with the information they need to respond appropriately to the caller. This feature can be especially useful for the multitask agents. An appropriate prompt should say the name of the campaign or information about the campaign that enables an Agent to respond appropriately as calls arrive. If the Call Whisper feature is set up, the agent should hear specific for the campaign whisper prompt as the call is connected. Read more in Managing Campaign Prompts.

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Campaign Dialing Mode


The Campaign Dialing Mode describes how the campaign dials the records. There are four campaign dialing modes for outbound campaigns: Predictive Power Progressive Preview Campaign Dialing Mode can be configured in the properties of an outbound campaign, under the "Dialing Options" tab.

Summary of Dialing Mode Behavior


The following table summarizes some of the differences between each of the dialing modes. 519

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PREDICTIVE

POWER

PROGRESSIVE

PREVIEW

Dialing Method

Dials at a variable calls-to-agent ratio, depending on campaign statistics. Predicts agent availability to begin dialing calls in advance of an agent becoming Ready for Calls, leading to maximum agent utilization. 10 or more

Dials at a fixed Dials at a variable calls-to-agent ratio calls-to-agent ratio, (1-to-1 or higher) depending on when an agent campaign statistics, becomes when an agent available. becomes available.

Presents contact records to agents, who may then select which number to dial and must manually set No Note: This behavior is Party Contact similar to Predictive dispositions. mode behavior in Release 7.4

Recommended Number of Agents per Campaign

1 or more

1 or more

1 or more

Agent Utilization High

Varies, depending Medium N/A: Agent on the configured determines Numbers may be Call(s)-to-Agent Calls-to-Agent ratio is speed of dialing. dialed in anticipation ratio. automatically of an agent becoming controlled, but available. numbers are dialed only when an agent becomes available for calls. Dialer gradually Dialer gradually Dialer gradually reduces the Calls-to- reduces the Calls- reduces the Calls-toAgent ratio. to-Agent ratio. Agent ratio. Campaign's dropped call percentage for last 30 days (if Monitor Dropped Call Percentage is enabled). Campaign's hit rate, dropped call percentage for last 30 days. N/A

Action on Reaching Max Dropped Call %

Statistics Used to Campaign's hit Control Dialing rate (percentage of Pace answered calls), dropped call percentage for last 30 days, ring time, handle time.

N/A: Agent determines speed of dialing.

See sections below for more detailed descriptions of each dialing mode.

Predictive Dialing
The Predictive Dialing option can be used by call centers and businesses that make large numbers of outbound calls. For best results, Predictive Dialing campaigns should be used with at least ten agents, without sharing those agents with other campaigns (especially inbound campaigns, or outbound campaigns that use a different dialing mode). The Predictive Dialer allows the 520

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automation of outbound activities and maximizes agent productivity by automatically detecting and filtering out unreachable numbers, such as those with busy signals, operator intercepts, and noanswers,, avoiding "do-not-call" numbers to ensure compliance with regulations, and automatically adjusting the dialing pace. The dialing pace is automatically determined, according to predicted agent availability and other statistics, and the dialer attempts to keep the campaign below the configured Dropped Call Percentage. All rules are described in Dialing Rules. To "tune" the Predictive Dialer to your requirements, use the "Dropped Call Percentage" and "Call Analysis"options. You can set the specific predictive dialing options in the "Dialing Options" tab of the Outbound Campaign. The Predictive Dialing mode has an enhanced algorithm. It predicts the availability of the group of agents, based on historical and short-term statistics, such as call handle time and percentage of answered calls, and automatically paces the number of calls, without reserving agents or waiting for individual agents to be available. The Dialer achieves high agent productivity for large outbound call centers, while attempting to stay below the configured Dropped-Call Percentage. When the campaign's Dropped Call Percentage exceeds the configured threshold, the Dialer will gradually lower the dialing rate to attain an acceptable value. With a low number of calls, a short campaign run time, small number of agents, or other factors that may lead to increased numbers of dropped calls, the campaigns Dropped Call Percentage may temporarily stay above the configured threshold. Dropped Call Percentage monitoring and Fax and Answering Machine Detection (Call Analysis) are optional. Note: Customers who enabled "Monitor Dropped Call Percentage in 7.4 will be automatically migrated to the new Predictive Dialing algorithm.

Power Dialing Mode


With Power Dialing, you can set a fixed Calls-to-Agent Ratio for dialing multiple calls per agent. This algorithm reserves agents as they become available for calls and continuously dials at the configured rate, until live persons are connected with the agents. The dialer automatically detects and filters out unreachable numbers, such as those with busy signals, operator intercepts, and noanswers and avoids "do-not-call" numbers to ensure compliance with regulations. If the Calls-to-Agent Ratio is set to a rate that exceeds your accounts maximum number of outbound lines, depending on how many agents are currently available for calls, the dialing rate at any given time will not exceed your maximum number of lines. You may also enable the "Monitor Dropped Call Percentage option for this dialing mode. If the campaigns Dropped Call Percentage for the last 30 days exceeds the configured threshold, the Power Dialer can gradually throttle down to a 1-to-1 Call-to-Agent Ratio, until an acceptable Dropped Call level is reached. Fax and Answering Machine Detection (Call Analysis) is optional. Note: Customers who did not use "Monitor Dropped Call Percentage in 7.4 will be automatically migrated to Power Dialing. Note: Customers who use the Progressive Dialing mode in 8.0.1 will be automatically migrated to Power Dialing with a 1-to-1 Call-to-Agent ratio in 8.0.2.

Progressive Dialing
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Progressive Dialing mode is used when campaign should have a relatively high level of agent utilization, but does not need to dial as aggressively as with Predictive Dialing, and/or when fewer than 10 agents are active on the campaign. When using Progressive Dialing, the "Calls to Agent Ratio" option is disabled, as the dialer automatically adjusts this ratio, depending on the percentage of answered calls and the current dropped call percentage level. Dropped call monitoring may also be disabled. The dialer reserves agents as they become available for calls and starts dialing numbers from the campaigns list(s), until a live party is reached. Dropped Call Percentage monitoring and Fax and Answering Machine Detection (Call Analysis) are optional. Note: The algorithm for the Progressive Dialing mode is similar to the 7.4 Predictive Dialing mode algorithm.

Preview Dialing
Preview dialing is an alternative to the automatic dialing modes, giving more control of dialing to agents and not filtering undesired call results, such as busy signals or operator intercepts. Preview Dialing is often used in sales-oriented call center operations, where agents have more frequent and personal interaction with contacts. Instead of automatically dialing numbers from a list and delivering connected calls to agents, an agent receives the contact record before any number is dialed. The agent can then review the contact record details before a call is made. Administrators can configure Preview Dialing to allow agents to skip records, or force a number to be dialed after a configured preview time. The ability to skip records is configured as an agent permission. Read more in How to configure the Preview Dialing campaign (Configuring An Outbound Campaign).
AGENT SETTINGS

Agents can be allowed to skip records which they preview. The permission is called "User Can Skip Contact Records in Preview Dialing Mode," and is configured in the Agent role. When the agent skips a record, a disposition must be selected from the campaigns configured Decline Preview Record Dispositions, and the system delivers the next record.

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CAMPAIGN SETTINGS

You can set the specific Preview Dialing options in the "Dialing Options" tab of the outbound campaign. There, you can define the maximum preview time before the number is dialed automatically, or the Agent is switched to a "Not Ready" state. The "Dispositions" tab has some options for Preview Dialing. There is the "Decline Preview Record Disposition(s)" area. Here, you can define the dispositions available to agents when the agent wishes to skip (decline) a previewed record. The default disposition for such cases is labeled as system disposition "Declined." You can edit the properties of this system disposition or add a different, custom disposition that can be used in such cases. Examples of custom skip dispositions are "Skip - Re-Queue" ('I do not want to dial this record now but I want to keep it in the list and dial later), "Skip - Not Qualified" ('I do not have enough qualification to dial this number). The other tabs provide the same options as for other Dialing Modes. See Outbound Campaign Properties.
VCC AND OTHER CONFIGURATION SETTINGS

Preview Dialing campaigns follow the dialing rules specified in the Campaign, Campaign Profile, and other VCC settings. Therefore, configuration settings, such as workflow rules, state dialing rules, dialing hours, list sort order, and contact record criteria apply to Preview Dialing campaigns.

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Campaign Start Modes


There are two options for starting an Outbound Campaign: Basic - Use this mode to run the campaign without a Campaign Profile, using default settings. Advanced - Use this mode to run the campaign using a Campaign Profile. When this option is chosen, you must select a Campaign Profile from the drop-down menu. You should create a Campaign Profile before using this mode. Read more in About Campaign Profiles and Assigning a Profile to the Campaign. You can set the campaign start mode in the "Campaign Properties" window.

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Campaign Training Mode


Outbound Campaigns can be run in training mode. This mode aims to deliver calls to agents without dialing real phone numbers. In "Training" mode, the system will present calls to agents without dialing the phone numbers, to familiarize new agents with the Five9 Agent application or the procedures to follow for a new campaign. The real campaign behavior is simulated by following dialing restrictions and campaign profile filters. Note: Some features does not work: field mapping, final dispositions across campaigns, statistics, etc. Agents are able to learn Agent UI application functionality. Use the Training mode for agent training. When the campaign is run in training mode, the following rules are used for dialing process: List Penetration or Vertical Dialing list dialing mode can be used (See Dialing Modes). All three numbers associated with the contact record are enabled for dialing (See About Contact Records). "Calls to Agent" ratio is 1-to-1. Dispositions do not affect real records - REDIAL, FINAL, or DNC will not affect real campaign records (See Disposition Types). Campaign simulates real campaign behavior by following dialing restrictions and campaign profile filters. Go to the "Campaign Properties" window and click on the "Enable Training Mode" check-box to activate the mode.

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Campaign Status
A campaign can have one of the following statuses: Running Not Running Starting - After a Domain Host is restarted (e.g., after a maintenance downtime), campaigns that were previously running may take some time to start running again. Stopping - A campaign may be in this state if a user attempts to manually stop a running campaign while there are still active calls to or from the campaign. Using the "Force Stop option will immediately disconnect all calls and put the campaign in the Not Running state.

Running a Campaign
An Outbound Campaign must be running to dial your list and send calls to agents. Read more in Starting Campaign. When an Outbound campaign is running, it will not start dialing until there is at least one agent available to take calls. Campaign status is indicated in the List pane as shown below:

There are three options for starting an Outbound Campaign: Basic, Advanced, and Training. Read more in Campaign Start Modes. Note: If an Outbound Campaign runs out of available numbers in the associated calling list(s), the Current Action column will display "Waiting for Available Numbers. The campaign will remain in a Running state. If any numbers become activated at a later time (e.g., due to dialing restrictions that no longer apply, or new list records being added), the campaign will start dialing immediately, assuming there are available agents.

Stopping a Campaign
There are several ways to stop an Outbound Campaign: (Normal) Stopping - The campaign will stop dialing numbers and wait for all active calls to end before stopping. The length of time it takes for the campaign to stop depends on how long the active calls take to complete. Forced Stopping - This option will immediately stop dialing numbers and disconnect all calls. 527

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Automatic Stopping - A campaign can be automatically stopped, due to inadequate long distance charges, reaching the maximum configured number of Dispositions in the associated Campaign Profile (see About Campaign Profiles), or due to a configured Workflow Rule action. The Dialer will always remember where it left off in a list (list position), even after stopping the campaign. If a campaign is stopped and then restarted, the Dialer will return to the position in the list where it left off. Unless the list position is reset, it will complete the entire list or lists before returning to the top and starting to dial numbers marked for redial without a timer. Note: The list position is maintained per-campaign. If you move a list to a different campaign, that campaign will start dialing from the top, even if another campaign has partially dialed it. If you partially dial one list, stop the campaign and add a second list with higher priority, then the Dialer will start at the top of the new list. After completing the new list, it will continue with the original list at the position where it left off. Note: There are several exceptions that would cause a record to be dialed seemingly out of order. Usually, this would happen because of a Redial-type Disposition with a timer. Read more in Stopping Campaign.

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Dialing Rules
The Dialer uses rules during the automatic dial process and while selecting numbers for dialing. Read basic information in Understanding the Dialer. The Dialer considers the following while choosing numbers for calling:
CAMPAIGN PROFILE SETTINGS

If a campaign has been started in Basic mode, the default Campaign Profile settings are used. Basic mode enables all three phone numbers for dialing (if using multiple phone numbers per record) and sets the dialing hours to 8:00 AM to 9:00 PM. The administrator can use Advanced Mode to run campaigns using custom campaign profiles. Using Campaign Profiles, administrators can disable phone numbers (if using multiple phone numbers per record), set different dialing hours per number, configure list dialing orders, add contact record filters, and configure a number of other options.

Read more in Campaign Start Modes, About Campaign Profiles.

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DISPOSITION TYPE

The Dialer skips list records if they have been dispositioned by "Redial" or "Do Not Dial Number for Campaign dispositions with enabled timers, and the timers have not yet expired. In List Penetration list dialing mode, Redial-type dispositions without timers and "Do Not Dial Number for Campaign-type dispositions with expired reactivation timers will be dialed, based on their position in consecutive list cycles. In Vertical list dialing mode, the dialer will attempt to dial numbers or contacts with expired timers as soon as possible, if they are higher in the configured sort order or list position. The Dialer does not retry a number that has already been dispositioned and if its disposition does not have "Redial" or "Do-Not-Call" (which has timeout and can be dialed) type. The Dialer does not dial contact records with the following dispositions: "Final Disposition For Contact Record" "Add Number to DNC List" with a selected option: "Add Active Number and Finalize Record for the Campaign" "Add All Numbers and Finalize Record for the Campaign" The dialer also does not dial contact records that have any combination of "Do Not Dial Number for Campaign (without a reactivation timer) or "Add Number(s) to DNC List dispositions applying to all of the contact records numbers. Read more in Disposition Types.
MANUAL INTERVENTION

The Dialer will not choose a record if there is a call taking place using a records associated number, in cases when one number is associated to multiple records. Only the "Final" Disposition of a manual call affects Dialer behavior with regard to the record. Manual calls do not affect campaign runtime statistics (except "Final" dispositions).

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AVAILABLE AGENTS

An Outbound Campaign in Power or Progressive Mode "reserves" an agent before making a call. The campaign makes calls to customers for the reserved agents. If a call made for an agent fails, the campaign "un-reserves" the agent. Then the agent can be reserved again by the same campaign or another campaign. The estimated number of calls at a given time for such campaigns can be calculated by the following formula: Calls to Agents Ratio * Number of Reserved Agents Example: Example assumptions: Campaigns have the same skills. Any campaign call can be assigned to any agent. Calls to Agents Ratio = 1. Steps: 1. Blue campaign is first - it is reserving two agents.

2. It makes calls to customers for the reserved agents.

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3. New agent is appearing (go off break).

4. 3rd campaign is reserving it, then it is making call to customer for the reserved agent.

5. One of two calls of blue campaign is broken and it is un-reserving one agent.

6. Red campaign is reserving the agent and making call for the agent.

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CALL PRIORITY

Calls with a higher priority will be answered first regardless of when they enter a hold queue. If a campaign is using a Campaign Profile with a higher priority, then the call belonging to that campaign will be answered first, assuming more than one call is waiting in queue and the campaigns are using the same skill group queues. See Campaign Profile Properties.

STATE DIALING RULES

State Dialing Rules define the dates, days, and/or times when contact records in a particular State will not be dialed. This feature can be enabled for a campaign in the "General" tab of the Campaign Properties window. Read more in VCC Configuration: State Dialing Rules.

STATISTICS

Predictive Dialer Campaigns automatically control the pace of outbound calls, based on several statistics, such as average wrap time (AFTER CALL WORK TIME), average handle time, and abandonment (dropped call percentage). For more information, (Predictive Dialing Mode). For Power Dialing Mode campaigns with the "Monitor Dropped Call Percentage option enabled, the dialer will automatically drop the Calls to Agent ratio to 1-to-1, if the configured Max Drop Call Percentage is reached. Predictive Dialing Mode campaigns will gradually drop the dialing rate if the campaign exceeds its Max Drop Call Percentage. This change will be more subtle than in Power Dialing campaigns.

Changes to Running Campaigns


You may apply some changes "on the fly" to your running campaigns. Read below how changing options influences the Dialer. Note: Any changes to list orders or dialing modes will not affect the behavior of records that have Redial-type dispositions with timers. These records will be dialed as close as possible to the scheduled redial times.
IF RECORDS ORDER IS CHANGED

The administrator can change the "Dialing Schedule " for a number in Campaign Profile Properties, which may affect the order of dialing records. The administrator can change the sort order in the Campaign Profile. In this case, the Dialer will apply new criteria to the list immediately and start using the new criteria for dialing, from the top of the newly-configured list order. See Dial Order, Understanding The Dialer.

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IF NEW RECORDS APPEAR

If a new record is added to the list while a campaign is in the middle of the list, it will consider the record for dialing, according to sort order defined in the Campaign Profile. If the new list record is higher in the sort order than the dialers current list position, it will be considered for dialing right away. See Adding Contact Record, Editing/Updating Contacts and Importing/Updating Call Lists.

Any APIs and web2campaign list records that arrive with "F9CallASAP" flags set to true are put into their own special queue, which has higher priority than other list records. The sort order for this ASAP queue is determined independently from the rest of the list in Campaign Profile Properties under "Dial ASAP List Record Queue for Web APIs" heading. The available sort orders are: FIFO (first in, first out) LIFO (last in, first out) Contact Record Field(s) - This option sorts the ASAP queue according to the "Order by criteria that are configured in the Filter tab of Campaign Profile Properties. In addition to the sort order, you can specify the timeout period for ASAP queue records. If the lead has not been dialed and dispositioned during the timeout period, it is moved to the normal list queue, and is no longer considered as an ASAP record. You can also set the number of dial attempts for ASAP record in the Campaign Profile Properties window. This parameter indicates the number of dial attempts for an ASAP record, after which it loses the ASAP flag and gains regular priority. If you are using dial ASAP, the number must be set to 1 at minimum. See also: Web2Campaign: Five9 Admin Setup.

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IF THE CAMPAIGN IS RESTARTED

If the campaign was stopped and then restarted without changing the sort order defined in the profile, it will continue dialing from the last record before stopping.

IF THE SORT ORDER IS CHANGED

If the sort order is changed in the Campaign Profile Properties, the campaign will start calling from the beginning of the list.
IF LIST DIALING MODE IS CHANGED

If the List Dialing Modes is changed, contact records will be treated based on the new "List Dialing Mode" settings. Read more in List Dialing Modes.

IF LIST POSITION IS RESET MANUALLY

The dialing will be started over from either the first records that were added to the list, or from the beginning of a specified sort order. The list position can be reset manually by Administrators or Supervisors with the appropriate permission, or as a result of a Workflow Rule. Read more in Resetting List Position.

Why Contact Records could be skipped


Possible reasons why a number or record could be skipped by the Dialer: If a number in the contact record has been dispositioned by a "Redial" or "Do Not Dial Number for Campaign disposition, and the redial or reactivation timeout has not expired If maximum redials (Campaign Profile's "Number of attempts" option) are reached Note: If the "Number of attempts" for a Redial disposition with a redial timer is reached, the Dialer gives up dialing the number until the next list pass. If the number does not fit in the "Dial Time" window (Profile "Start After" and "Stop Before" settings, State Dialing Rules date and time settings) If the number is not enabled (Campaign Profile "Include Number" setting) If the number is in the "Do Not Call" list If any number of the contact record is assigned the "Do Not Call" disposition type with an option "Add All Numbers and Finalize the Record for Campaign" If the contact record is assigned a Final type disposition for this campaign, or if another campaign assigns the record a Final type disposition with "Apply to Campaigns Using This Disposition enabled 535

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If the number, or all numbers in a contact record, has been assigned a "Do Not Dial Number For Campaign disposition without a reactivation timer If another number in the same record is being dialed or being used by an agent If the same number was already dialed for another record, the Dialer will skip the number on the next attempt If State Dialing Rules exclude the record from currently being called If the Campaign Profile assigned to the campaign excludes the record, using filters configured in the "Filter tab of Campaign Profile Properties. If the number cannot be dialed due to Campaign Profile settings or other restrictions, the Dialer will skip the number and go to the next one, according to the defined order and current list dialing mode.

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Dial Order
Using Campaign Profiles, you can define the necessary dial order for your Outbound Campaign. The dial order can be set on the basis of any contact fields, or by several variables and functions, such as "Last Disposition Date/Time. Note that contact field sorting will be done on the basis of contact field data types. For example, for the "String data type, "21 will be considered as a higher value than "111, while the "Number data type will sort such values correctly. Note: The "Number data type does not correctly sort negative number values for Campaign Profile sorting. Read "how-to" guidelines in Filtering And Sorting Lists (Campaign Profiles).

Examples of Dial Orders: No sorting - List is sorted by the order that it was added to the list.

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Sorted by first name - Dial order can be provided by sorting one or multiple contact fields, functions, or variables.

Sorted by other fields

Note: In the example below, "Balance is a contact field with the "String data type. Using the "Number or "Currency data type for this field would result in proper sorting.

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Disposition Reset
After processing an Outbound Campaign for a period of time, you may want to redial some numbers that have previously stopped being dialed, due to their assigned dispositions. Use the "Reset Disposition" option to instruct the campaign to redial numbers based on the disposition(s) you select. For example, if you have a disposition called "Contact Not Available," you may want to retry these contacts after a week. Notice: You can also reset system dispositioned calls. Many system dispositions are redialed five times (if using the default redial count). You can use "Reset Disposition" to try these numbers again and start the redial count over. Note: Resetting dispositions for a campaign only applies to the lists currently loaded in the campaign. Read the step-by-step guidelines in Resetting Dispositions.

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Dropped Calls Settings


You can define the following settings for an Outbound Campaign in Predictive, Power, or Progressive Dialing Mode: Monitor Dropped Call Percentage Max Drop Call Percentage These settings keep track of the campaigns dropped (abandoned) call percentage for the last 30 days (or since the last reset using the Reset Dialers Drop Call % option) and attempt to make fewer dropped calls (and potentially slow down the dialer) to keep the dropped call percentage at or below the level selected for "Max Dropped Call Percentage." For Power Mode, this setting works with "Call to Agent Ratio" by dialing fewer numbers at a time if the dropped call percentage exceeds the "Max Dropped Call Percentage" you select. Note: Only an integer (whole number) may be selected for the percentage setting. FCC and FTC telemarketing regulations require the dropped call percentage for a campaign be kept to 3% or less over 30-day periods. Notice: If the dropped call percentage exceeds the configured Max Dropped Call Percentage, the dialing algorithms will attempt to gradually slow down dialing to maintain the Max Dropped Call Percentage for the last 30 days. In this case, you may experience longer agent wait times between calls. You can define these options in the "Campaign Properties" window, "Dialing Options" tab.

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Hold Music
Hold music is one or several audio files which are played to the callers when they go on hold. For example, if you use the "Agent/Voicemail Transfer" or "Skill Transfer" IVR module, the connected party will hear hold music while waiting for an agent. When the agent uses the "Place Call On Hold" function, the caller will listen to the hold music until this call is retrieved. Your custom hold music can include music in addition to a recorded message such as a marketing message. For example, you may want to provide information about your company or product. The custom hold music must be saved as a prompt.

NOTES:

Five9 recommends keeping the length of hold music files to less than 3 minutes. The file will continue to loop as long as the caller is on hold. You must restart the campaign to activate new hold music.

The Five9 VCC provides default hold music. You can override the default hold music by adding a new recording. You can manage the campaign hold music on the "Hold Music" tab of the campaign properties window. You can select from either custom or default prompts. See Managing Hold Music.

Hold Music for Autodial Campaigns


The Five9 VCC provides default hold music. You can override the default hold music by adding a recording in the "Hold Music" tab in the "Campaign Properties" window. Hold music for Autodial Campaigns can include recorded messages. For example, you may want to inform callers about your company or provide them with other information. Recordings used for hold music must be uploaded under the "Prompts" folder in the Administrator application. You can find the step-by-step instructions of how to work with hold music in Managing Hold Music.

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List Dialing Modes


ASSUMPTIONS

Before we describe the dialing modes, we will define some of the dialing rules. Each contact record can include up to three phone numbers. The Dialer will attempt to reach a contact record using any of the provided numbers. The same phone number can be in several contact records, depending on the list update process used when importing records. The campaign stores the state of dialed numbers for each contact record. If several campaigns use the same contact record, each campaign will store its dial history for attempted numbers from the Contact record. Each number is dispositioned separately. Therefore, a contact record can have up to three dispositions per campaign. However, depending on disposition type and specific settings, a disposition may affect the entire contact record. Each number in the contact record will have its own disposition, timestamp (when the disposition was set for the number), and a counter recording the number of dialing attempts.

DIALING MODES OVERVIEW AND NOTES

The Dialing Mode option is used to set how the Dialer will process record in the lists assigned to the campaign. There are two dialing modes: Vertical Dialing List Penetration The dialing mode for the Outbound Campaign can be set in the "Campaign Properties" window, "Dialing Options" tab. In List Penetration mode, the main purpose is process the list quickly by dialing the first phone number for each record before moving to the second phone number. The Dialer attempts to call the first number for every contact in the list, then number 2, number 3, etc. In Vertical Dialing mode, the main purpose is to reach the maximum number of contacts (CRM records). The Dialer will attempt to call all numbers in the contact record, and then proceed to the next record. The dialing process will go through the lists that were added during the Outbound Campaign configuration. We will further describe the dialing process in terms of the contact records, but you should be aware that only the contact records that belong to the dialing list added to the campaign will be dialed.

Note: The Dialing mode options are not available in Preview Campaign Dialing Mode. See Preview Dialing (Campaign Dialing Modes).

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Tip: The descriptions below assume you are using multiple phone numbers per record. You should always use List Penetration Mode if your lists have only one phone number per contact record or if most records have only one phone number. Note: The Campaign Profile associated to the campaign, can influence on how the lists are dialed. In the Campaign Profile settings, you can select which numbers are dialed (Number1, Number2, Number3) and in what order. See Campaign Profile Properties.

List Penetration mode


List Penetration is the default dialing mode. The main goal is process the list quickly by attempting one number for each record before moving to the second and third numbers. Use List Penetration Mode when you have only one phone number per contact record. The dialing process will be as follows: During the first cycle, the Dialer will dial all the records from the contact record database using the first available phone number from the dialing order specified in Campaign Profile Properties. In the example below, the following dialing order is set: "Number1, Number2 , Number3."

The Dialer starts from Number1.

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For consecutive cycles, the Dialer will consider the records next phone numbers in the specified dialing order (in Campaign Profile), if they are available, one number per record per list cycle. In the example below, number2 is dialed after the first list cycle.

During the third cycle, number3 will be used. In the following example, the number3 field is taken.

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When all numbers from all records have been dialed or skipped, the Dialer will start the next round with the first available phone number from the dialing order specified in Campaign Profile Properties and repeat the above dialing process, skipping any numbers which have not met the Minimum Duration Before Redialing Number (option on the "Dialing Options" tab of Campaign Properties). If a record is dispositioned as Final, no further attempts are made on any of the phone numbers for the record for the campaign. Note: While the physical direction of the dialing is vertical in List Penetration Mode, the industry term Vertical Dialing actually refers to dialing numbers across, "horizontally". List penetration mode example:

Vertical Dialing mode


The main goal is to reach each contact as soon as possible. It dials each available number for a list record (unless one of them has reached final disposition) before proceeding to the next record in the list. 547

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The Dialer will dial all numbers from the first contact record.

Then it proceeds to the second record.

The system will consider the contact again as soon as the Minimum Duration Before Redialing Number (option on the "Dialing Options" tab of Campaign Properties) has elapsed, regardless of list position. Note: Disposition redial setting can affect this dialing behavior. Read more in Disposition Types. Note: In reality, the system will move to the following records when dialing for multiple agents. When the last contact record in the list is dialed, the Dialer will start a new round following the above described process. Vertical dialing mode example:

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Vertical dialing real example:

Vertical Dialing vs. List Penetration


Vertical Dialing Mode: If the first number is considered (dialed or skipped) and does not result in a final disposition for the contact record, the next number is considered immediately. After all numbers for the contact are dialed or skipped the system will wait the minimum duration (Configured on the Dialing Options Tab) and then try the record again.

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The system will consider the contact again as soon as the minimum duration has elapsed, regardless of list position. List Penetration Mode: If the first available number in a record is considered (dialed or skipped) and does not result in a final disposition for the contact record, the next available number is considered on the next pass through the list, even if the minimum duration has not elapsed. If all numbers for the contact have been considered (dialed or skipped) and the contact record is encountered again in list order and the minimum duration has not passed, the record will be skipped and considered again on the next cycle through the list. The main difference between vertical dialing and list penetration is vertical dialing will dial the contact immediately after the Minimum Duration has elapsed while list penetration will wait until the contact is encountered again in the list. Note: There is one exception to the rules above. If a number for a contact is dispositioned with a redial timer, the system will not move to the next number until that number is dialed again. An example of a system disposition with a redial timer is the Busy disposition (using its default settings).

Skipped Records
Numbers will be skipped in the dialing process. Below are some possible reasons why a number can be skipped: Maximum redials are reached. The number does not fit in the dialing hours time window. The number is not enabled in the Campaign Profile. The number is filtered out due to Campaign Profile Contact Record Criteria. Read more in Dialing Rules.

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List Position Reset


By default, the Dialer attempts dialing all of the records in the list(s) before starting over from the top of the list order. Read more in Dialing Rules. In some cases, you may need to make the dialer to start dialing from the beginning. Administrators and Supervisors (with the appropriate permissions) have the ability to manually reset the dialing list position for outbound and auto-dialer campaigns. Resetting the list position allows you to instruct the dialer to start from the top of the list at any time. The campaign will then start dialing from either the first records in the list in upload order, or from the top of a specified sort order. This feature allows you to go back to the top of a list or lists instead of waiting for dialer to attempt all of the records or scheduling this event using Workflow Rules. Resetting a campaigns list position will be logged to the Event Log.

See the how-to guidelines in Resetting List Position. Note: You can also reset list position automatically on the scheduled time by using the Workflow Rules.

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Maximum Number Of Lines


You can define the maximum number of lines for your Inbound Campaign. Use this option to set the number of inbound lines allocated to this campaign. The default value is "0," and must be changed before saving the campaign, after opening its Properties window for the first time. Max number of lines is set in the "General" tab of the "Inbound Campaign Properties" window (Inbound Campaign Properties). Max Lines must be set to a value greater than 0. If the number of current calls to the campaign reaches the Max Lines, subsequent calls will ring as busy. The "Max Number of Lines" determines how many people can call into your campaign at one time. This includes talking to an agent, on hold, conference calls, or if the call is still in the IVR script. Your Five9 Domain is provided with a fixed number of inboun nbound Campaign, you may want to dedicate specific numbers of inbound lines to each campaign. Alternatively, you can set all Inbound Campaigns to the total number of lines available and they will share the lines. If the "Max Number of Lines" is reached, subsequent callers will hear ringing for a couple of seconds and then disconnect.Therefore, if it is important that callers do not receive a busy signal, be sure to order enough inbound lines to cover your peak usage. Contact your Five9 Account Manager to order inbound lines.

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Number Redial Timeout


The "Minimum Duration Before Redialing Number (HH:MM)" option is located in the "Dialing Options" tab of the "Campaign Properties" window. It defines the time interval before a contact records number in a list can be considered for redialing. The default value is 10 minutes.

This setting determines the minimum length of time that must pass before redialing a number. This setting takes priority over a lower "Activate After" timer for "Do Not Dial Number for Campaign" type dispositions, and numbers with such dispositions cannot be redialed until the "Minimum Duration Before Redialing Number" has passed. However, a lower "Redial Timer" for "Redial Number" type dispositions takes priority and will ignore the "Minimum Duration Before Redialing Number" setting until the maximum number of redial attempts for the disposition is reached. Note: This setting does not set the wait time between phone numbers for a contact record. However, if two phone number fields for a record have an identical phone number (e.g., the number1 and number2 fields are the same), the setting will apply to both of the fields.. The examples below, for each List Dialing Mode, assume that the list contains multiple numbers per record. "Considered means that a number is either dialed or skipped by the Dialer. Numbers may be skipped for several reasons, such as being outside of dialing hours or being in the Do Not Call list.
VERTICAL DIALING MODE

If the first number is considered (dialed or skipped) and does not result in a final disposition for the contact record or a redial disposition with a timer, the next number is considered immediately. After all numbers for the contact have been considered, the system will wait the minimum time and then try the records first number again. 553

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The system will consider the contact again as soon as the minimum time for any of the numbers has elapsed, regardless of list position
LIST PENETRATION MODE

If the first number is considered (dialed or skipped) and does not result in a final disposition for the contact record or a redial disposition with a timer, the records next number is considered on the next pass through the list. If all numbers for the contact have been considered (dialed or skipped) and the contact record is encountered again in list order and the minimum time has not elapsed for the number that is being considered, the record will be skipped and reconsidered on the next cycle through the list. The main difference between vertical dialing and list penetration is that vertical dialing will dial the contact immediately after the minimum time has elapsed, while list penetration will wait until the contact is encountered again in the list. Note: In either List Dialing Mode, if a number for a contact is dispositioned with a redial timer, the system will not move to the next number until that number is redialed. An example of a disposition with a redial timer is the "Busy" disposition (using its default settings).

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Queue Callbacks
Queue Callbacks offer callers an opportunity to automatically receive a callback when their position arrives in the queue, without staying on hold. The Queue Callbacks can be processed by Five9 Agent Desktop clients, but currently not by clients who have Integrations implementations for their agents. The ability for Integration agents to process Queue Callback calls is being planned as an additional feature. When a Queue Callback Digit is selected in the "Skill Transfer" module, in this IVR flow at runtime if the end-user presses the selected digit, the Queue Callback prompt/response interaction will be initiated. See the below example of Queue Callback prompt/response interaction:

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Next steps: All is dropped, but task for "Queue Callback stays in queue. Upon auto-answer or manual Agent accept, outbound call is placed to the number. 556

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Agent hears ringing, get's screen-pop and greets user who answers Queue callback call. Additional Notes: It may be useful in the IVR to either: Precede Skill Transfer with a play module to play out a prompt Create an announcement in Skill transfer to play a prompt. Prompt would offer the queue callback option and digit to press. Example: "If you would like a callback when you turn comes, please press "3".

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Scripts
If configured for a campaign, a Script is the first screen displayed to an agent when a call from that campaign is presented. The script is the sales pitch the agent reads when a call is connected, or notes to help the agent while on a call. If no Script is configured for a campaign, the General screen, with contact record information, will be displayed on the arrival of a call. Note: Agent Scripts can handle JavaScript code and have advanced HTML handling capabilities. This feature allows for more advanced and dynamic scripts to be created, potentially improving agent productivity and efficiency by defining a clear workflow for talking with clients and handling various situations. Below is an example of an Agent Call Script that is using JavaScript to pop up certain information.

Aside from popup information, another example where JavaScript may be used is to show and hide script question text to save space on the page. This setup allows agents to click on a button or link to expand questions as needed.

Functions
To add a script to the campaign, you need to import it as an HTML file or manually type the HTML code into the text field within the "Script tab of Campaign Properties. There are four buttons available in the campaign "Script" tab: Import Script - Allows you to import a script into the campaign. 558

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Export Script - Allows you to export the current script as an HTML file, for use in another campaign. Preview - Click this button to view the active script in your internet browser. Clear - Click this button to clear the active script.

Read more in Managing Scripts Of The Outbound Campaign.

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Voicemail Notification
The Five9 system provides the option to send an email notification when an agent, or any User account, receives a voicemail message. Depending on the configuration selected, the email message can include the voicemail message as an attachment. When a voicemail message is delivered to a User account, the system sends a message to the email address configured in the User account properties. The User account can be any account that receives voicemail messages, such as agent accounts or accounts selected to receive voicemail in an Inbound IVR. Agents can receive voicemail in several different ways: When a call is transferred from another agent From an IVR script that sends calls directly to the agent From an extension transfer in an IVR script

Setting up Voicemail Notification


For each User account, the Five9 Administrator can select if an email message is sent when a voicemail is received. To configure voicemail notification, the Five9 Administrator must enter a valid email address in the User Properties window. You may also configure an error handling email address in the Actions > Configure menu, which is used as the "Reply To" address. See Managing User Voicemails (Users). The email message will have a subject line of "Five9 Voicemail Alert" and includes the phone number of the caller and the time and date it was received. If the source number does not provide Caller ID, it will be displayed as "Unknown Caller". The "Reply To" address configured in the "Actions > Configure" menu. See Defining Email Notifications Settings (Global Configuration). Note that a copy of the voicemail remains in the User account properties and can be accessed from the Agent, Supervisor (with permissions),or Administrator applications. Ensure that the recipients email server accepts messages with attachments and that the file size limitation is configured to allow a .wav file larger than one megabyte (file size is dependent on the length of the message). If the receiving email server imposes a limit on attachment size, and the message exceeds this limitation, the email will go through without the attachment. If this happens, the voicemail will remain in the Voicemail/Recording section of the User account properties. If a message delivery fails (bounces), the failure notification message will be sent to the error handling email address.
TRANSFERRING A VOICEMAIL MESSAGE TO ANOTHER AGENT

Using the Five9 Administrator application, a voicemail message can be transferred to another agent. When a voicemail is transferred and the receiving agent has voicemail notification enabled, an email will be sent with the subject, "Five9 Voicemail Transfer Alert." It will also contain the name of the administrator that transferred the message, the date and time, and the source phone number of the voicemail.

Examples
GENERAL VOICEMAIL MESSAGES

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One of the advantages of using voicemail notification is to check "general" or group messages for Inbound Campaigns. Many times an IVR branch ends with a caller leaving a voicemail for a department or group rather than for an individual. For example, you may have an IVR branch that delivers calls to support agents. If an agent does not pick up the call after the specified hold time, the caller can leave a voicemail message for a "fake user account, used primarily as a general voicemail box. Using email notification, this message can be distributed in different ways. Below are a few examples: Sent to an email distribution list for all support staff Sent to a shared email box where support staff pick up the messages Sent to a support manager who then distributes the messages based on the content
AFTER HOURS VOICEMAIL MESSAGES

An IVR script can be configured to send calls to a "fake users voicemail box if it is outside of business hours. In this case an email notification can be sent to an "on-call" or "after hours" email address. The messages can then be managed even if there are no Five9 Users currently online. Note: Voicemail messages that are attached to emails can be reviewed without Five9 User access or without logging in to the Five9 application.

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Understanding the Dialer


When managing Outbound Campaigns, it is important to understand how the Dialer works and how numbers, records, and lists are processed. Read the basic information in this topic. Read a more detailed description in Dialing Rules.

List Order
CONSIDER SPECIFIED LIST PRIORITIES

List priorities may be set in the Campaign Properties window. This feature gives you the power to change the order in which calling lists are dialed. Setting equal priorities enables multiple lists to be considered as one sortable, "virtual list, without the need to combine the lists. Setting different priorities for multiple lists in one campaign makes the Dialer first go through the list with the higher priority, followed by lists with lower priorities. See also: Managing Lists. Note: Setting a list priority of 0 disables the campaigns ability to dial that list. You may use a priority of 0 if you would like to leave an old list associated with a campaign for reporting purposes, but not dial it. You may also use Workflow Rules to set a list priority of 0 to temporarily disable dialing of a list, based on certain condition, such as time of day.
DIAL LISTS ONE BY ONE

If using multiple lists with different priorities, the Dialer will complete all lists before returning to the top of the first list for a second pass.
CONSIDER NEW LIST AS PRIORITY

If you partially dial one list, stop the campaign, and add a second list with higher priority, the Dialer will start at the top of the new list. After completing the new list, it will continue with the original list from the position where it left off.
CONSIDER SPECIFIED DIALING RATIOS

Dialing ratios force the Dialer to call records from multiple lists at specified frequencies (number of times). The dialing ratio is an optional function and can be defined in the Campaign Properties window. For example, if your campaign has separate lists with hot and cold leads, you may dial hot leads more often than cold ones, without excluding any leads. See also: Managing Lists. Note: While the dialer will attempt to dial lists at their configured ratios, the actual number of connected calls may not completely match this ratio, due to factors like call results and list lengths that do not match the configured ratio.

Records Order
DIAL IN UPLOAD ORDER

If a sort order is not configured in a Campaign Profile that is associated to the campaign, the Dialer dials the list records in the order they are presented in the list. This allows the Administrator to control the order in which the list records are dialed in an external application. You can organize the records in your lists in the necessary order, prior to uploading the list. The system will then follow this order while dialing.

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Note: You can use the "Shuffle" function to change the dialing order in the uploaded list. See Importing/Updating Call Lists. Notice: You can use Campaign Profile settings to set the dialing order of a calling list, based on any of the contact record fields, along with several other functions and variables. See Dial Order, Filtering And Sorting Lists (Campaign Profiles.)
REMEMBER LIST POSITION

The Dialer will always remember where it left off in a list (list position), even after stopping the campaign. If a campaign is stopped and then restarted, the Dialer will return to the position in the list where it left off. It will complete the entire list or lists before returning to the top to dial numbers marked for redial. Note: The list position is maintained per campaign. If you move a list to a different campaign, that campaign will start dialing from the top, even if another campaign has partially dialed the list. You can use workflow rules to start dialing from the top of the list. See About Workflow Rules. You can also manually reset list position. In this case, the dialing will be started over from either the first records that were added to the list or from the beginning of a specified sort order. See also: Resetting List Position.

Numbers Order
DIAL ACCORDING TO LIST DIALING MODE

Each contact record can support up to three numbers. You can select one of two possible ways to dial the numbers. With Vertical Dialing, the Dialer attempts to call number 1 in the list, then number 2, and then number 3, before attempting to dial the next record in the list. With List Penetration, the Dialer attempts to call one number per contact record during each list cycle, and only attempts dialing the next numbers for contact records on subsequent list cycles. Read more in List Dialing Modes.

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Worksheets
Outbound Campaigns have assigned worksheets that can contain a number of predefined questions. Use a worksheet to create a form, in question-and-answer format, to be filled out by an agent while on a call. The worksheet is used to gather information from the contact. Data entered on a worksheet is stored in the database and can be accessed via the various Worksheet reports on the online Reports portal. To start worksheets, agents must press the "Start Worksheet button. Administrators may also allow agents to only use certain dispositions if a worksheet has or has not been completed.
FIELDS

Each worksheet question can have the following fields: Question name - Creates the field name displayed in reports. Question text - Enter the question text in the box provided. For example, "What is your current interest rate?" Note: The question text does not have to be a question to the contact. It could also be instructions to the agent such as "Enter the contacts interest rate." Answer Criteria - Use "Answer Criteria" tab to jump to other worksheet questions, based on the answer to the current question.

Worksheet question types: Text Field - Gives the agent a text box to enter the answer. Check Box - Allows the agent to mark the answer by selecting the checkbox. The checkbox question type allows multiple selections using checkboxes. Date - Allows the agent to pick a date from the calendar and also choose the time. Good for setting appointments. Combo Box - As an administrator, you create the possible answers that are displayed to the agent in a drop-down menu. Good for yes/no questions or any time you know all possible answers. You need to define the list of possible answers. Text Area - A large text field for entering the answer. Use this if the answer needs multiple lines of text. Info - The agent does not enter the answer. It displays information to the agent such as "Dont forget to confirm the contacts first and last name." See Also: Data Types.

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FUNCTIONS

You create a worksheet in the "Campaign Properties" window by adding questions, one at a time. The questions will be displayed to the agent in the order configured in this tab, unless Answer Criteria are configured to jump to certain questions out of order, based on answers. You can change the default question order with the "Up" and "Down" buttons. When creating worksheet questions, you can specify which questions allow use of the "Finish" button. This feature is used to prevent agents from clicking the "Finish" button before completion of the worksheet. You can preview/test a worksheet in the "Campaign Properties" window ("Worksheet" tab). You can export the worksheet questions to a file, to be able to import them to another campaign. Read more in Managing Worksheets Of The Outbound Campaign. Email notifications for dispositions can include worksheet information. Read more in Email Notification Feature. To access the worksheet information in reporting, use the Worksheet Data Source.

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Post-Call Surveys
The basic idea of the Post-Call Survey function is that at the end of the campaign the call is forwarded to another inbound campaign. When agents end calls, callers are transferred to an inbound campaign, based on "Survey Execution Condition. By default, the "Always" option is selected as the "Survey Execution Condition. To transfer only calls with a specified Call Variable value, you can select a user-defined boolean variable from the drop-down menu. If the variable value is set to true, then the survey will be launched. Tip: Ideally, you can use the Post-Call Survey function in combination with an CallSurvey.opt_in variable in the campaigns IVR script. Reports save disposition of Call Survey campaign in "Call Survey Result field, available in the following data sources: ACD queue, Agent, Call Log, Call Segment, Contact, IVR. You can configure the Post-Call Survey function in Campaign Properties "Call Survey" tab.

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Configure

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Creating Campaigns

SUMMARY

How to create Outbound Campaigns | How to create Inbound Campaign | How to create Autodial Campaign | How to duplicate a campaign

How to Create Outbound Campaigns


Before setting up an Outbound Campaign, complete the following steps: Create Skill Groups Create Users, User Profiles, and Agent Groups Import one or more lists Adjust System Dispositions or create your own Custom Dispositions, as necessary. Follow the instructions below to create an Outbound Campaign. 1. Right-click on "Campaigns" in the Navigation pane and select "Add Campaign."

You can also click on the "Campaigns" folder and then click on "Add Object" (+ button).

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2. In the "Add Campaigns" box, enter the name for the new campaign. Click on "OK."

3. Select "Outbound" in the dialog box and click on "Create Campaign."

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4. The new campaign will be displayed in the list.

5. Next you need to configure the newly created Outbound Campaign. See Configuring Campaigns.

How to Create an Inbound Campaign


Before setting up an Inbound Campaign, complete the following steps: Create Skill Groups Create Users, User Profiles, and Agent Groups Adjust System Dispositions or create your own Custom Dispositions, as necessary. Create an IVR Script. Follow the instructions below to create an Inbound Campaign. 1. Right-click on "Campaigns" in the left Navigation pane and select "Add Campaign" in the displayed menu.

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Alternatively, you can click on "Campaigns" and then click on "Add Object" (+ button in toolbar).

2. In the "Add Campaigns" window, enter the name for a new campaign. Click on "OK."

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3. Select "Inbound" and click on "Create Campaign."

4. The new campaign will be displayed in the list.

5. Next you need to configure the newly created Inbound Campaign. See Configuring Campaigns.

How to create Autodial Campaign


Before setting up an Autodial Campaign, complete the following steps: Create skill groups Create Users, User Profiles, and Agent Groups Adjust system Dispositions or create your custom Dispositions Create call lists 572

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Create an IVR Script Note: This section assumes Users, Skills, Dispositions, and Lists have already been created. If your Autodial Campaign will not transfer calls to an agent, you do not need Users or skill groups. Follow the instructions below to add a new Autodial Campaign in your Five9 Administrator Guide. 1. In the Five9 Administrator application, right-click on "Campaigns" in the left Navigation pane and choose "Add Campaign" from the displayed menu.

You can also select the "Campaigns" folder and then click on "Add Object" (+ button) in the toolbar.

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2. Enter a name for the campaign and click on "OK."

3. Select "Autodial" type and click on "Create Campaign." Note: To create an Autodial Campaign, choose "Autodial." Creating an Outbound Campaign will not provide the IVR tab needed to create the call flow.

4. The new campaign is now displayed in the "Campaign Name" list.

5. Next you need to configure the newly created Autodial Campaign. See Configuring Campaigns.

How to Duplicate a Campaign


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1. Select a Campaign you want to duplicate in the left Navigation pane.

2. Right-click the Campaign and choose the Create Duplicate option.

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3. Relationships and properties are copied to a new object called "<original object name> - Copy". The duplicate objects "Property" window opens.

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4. Fill in the required fields.

Outbound Campaign For the Outbound Campaigns, information from the following tabs is copied: the "General" tab the "Recording" tab the "Dialing Options" tab the "Call Survey" tab the "Lists" tab the "Hold Music" tab the "Skills" tab 577

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the "Dispositions" tab the "Connectors" tab the "Worksheet" tab the "Script" tab

Inbound Campaign For the Inbound Campaigns, information from the following tabs is copied: the "General" tab - all the information is copied except Extension the "Recording" tab the "Call Survey" tab the "IVR Schedule" tab the "Hold Music" tab the "Outbound Skills" tab the "Dispositions" tab the "Connectors" tab the "Worksheet" tab the "Script" tab Note: DNIS is not copied.

Autodial Campaign For the Autodial Campaigns, information from the following tabs is copied: the "General" tab the "Recording" tab the "Dialing Options" tab the "Call Survey" tab the "Lists" tab the "IVR" tab the "Hold Music" tab the "Outbound Skills" tab the "Dispositions" tab the "Connectors" tab the "Worksheet" tab the "Script" tab 578

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onfiguring An Outbound Campaign


SUMMARY

How to access Campaign properties window | How to configure the Outbound Campaign | How to configure the Preview Dialing campaign | How to configure the Inbound Campaign | How to configure the Autodial Campaign | How to rename Campaigns

How to Access Campaign Properties Window


1. Click on "Campaigns" in the left Navigation pane.

2. Right-click on the campaign name in the List pane (right side of the screen) and select "Campaign Properties."

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You can also double-click on the campaign name in the list.

3. You may need to wait for a few moments while the data loads.

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4. The "Campaign Properties" window will open.

How to Configure the Outbound Campaign


To configure or edit a campaign, follow the instructions below. 1. Access the "Campaign Properties" window. 2. Define the desired settings in each tab in the "Properties" window: General Recording Dialing Options Lists Hold Music Skills 581

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Dispositions Connectors Worksheet Script Outbound Campaign properties are described in detail in Outbound Campaign Properties. 3. Click "Save" or "Apply."

How to Configure a Preview Dialing Campaign


Follow the instructions below to configure an Outbound Campaign in Preview Dialing mode, which allows agents to receive the contact record before the dial takes place. Preview Dialing (Campaign Dialing Modes). Notice: Preview Dialing campaigns follow the dialing rules and restrictions specified in the campaign, campaign profile, and other VCC settings. Configuration settings such as workflow rules, dialing rules, dialing hours, list sort order, and contact record criteria apply to Preview Dial campaigns. Note: Make sure that Agent permissions are configured correctly. The "User Can Skip Contact Records in Preview Dialing Mode" agent permission controls the ability to skip records on a peragent basis, or can be configured in User Profiles that are then assigned to groups of agents. 1. Access the "Campaign Properties" window to define the desired settings in each tab. 2. Configure the options in the "General" tab. Notice: Make sure the desired Campaign Profile is already created, if you use the "Advanced" Campaign Start Mode. Outbound Campaign properties are described in detail in Outbound Campaign Properties. 3. In "Dialing Options" tab, select "Preview" as the Campaign Dialing Mode. Since Preview Dialing does not dial individual phone numbers ahead of delivery to an agent, the "List Dialing Mode," "Calls To Agent Ratio," "Dropped Call Percentage," and "Call Analysis" options are not used and are therefore not configurable. With the Preview Dialing mode selected, the "Preview Options" are displayed. See their descriptions in Outbound Campaign Properties.

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Unlimited Preview Time Limit Preview Time Action on Timeout Dial Number Switch Agent to Not Ready Dial Immediately 4. Select the "Dispositions" tab. When working on Preview Dialing campaigns, agents initiate the call to the contact. Since some calls are not answered (busy, no answer, etc.), we must provide the agent with dispositions for these unanswered calls. Like other Outbound Campaigns, Preview Dialing campaigns have access to a set of system dispositions. In the "Dispositions" window, administrators can configure the campaign to use view and edit the Properties of system dispositions to a custom campaign configuration. Changes to Disposition Properties that are made after clicking "Edit in this tab will only apply for this campaign. The "Configuration field for such dispositions will display "Custom, instead of "Default. Below is a screenshot showing the default set of system dispositions.

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As with predictive dial campaigns, administrators should add custom dispositions for answered calls. To add dispositions, click on "Add" and select one or several items from the displayed menu. Click "OK."

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Depending on your configuration, agents may have the option to skip records when working on preview dialing campaigns. When an agent skips a record, they select a skipped disposition. Clicking on the "Dispositions" tab makes the "Decline Preview Record Disposition(s)" section available. This section is only enabled if the Campaign Dialing Mode is set to Preview.

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In the "Decline Preview Record Disposition(s)" section you can add additional dispositions which describe reasons to decline the records. To add dispositions, click on "Add," select one or several items in the appeared popup and click "OK." In the example above, "Declined" is a disposition to be used for declining preview records. Note: The disposition type and disposition redial timers are utilized for preview calls and for declined records. For example, if a decline disposition is configured to redial in five minutes, that record will be available for preview again after the redial timeout. 5. The remaining campaign settings, such as lists and skills, are configured like other Outbound campaigns. Configure the remaining tabs. 6. Click "Save" or "Apply."

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How to Configure an Inbound campaign


To configure or edit a campaign, follow the instructions below. 1. Access the "Campaign Properties" window.

2. Define the necessary settings in each tab of the "Properties" window: General Recording DNIS Call Survey IVR Prompts Outbound Skills 587

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Dispositions Connectors Worksheet Script E-mail Inbound Campaign properties are described in Inbound Campaign Properties. 3. Click "Save" or "Apply."

How to Configure an Autodial Campaign


To configure or edit a campaign, follow the instructions below.

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1. Access the "Campaign Properties" window.

2. Define the desired settings in each tab of the properties window: General Dialing Options Lists IVR Hold Music Skills Dispositions Connectors Worksheet Script Autodial Campaign properties are described in Autodial Campaign Properties. See also: Answering Machine Module.

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3. Click "Save."

How to Rename Campaigns


To rename a campaign using the right-click menu, follow the instructions below. Note: You can also rename the objects in their properties window. 1. Click on "Campaigns" in the left Navigation pane.

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2. Right-click on a campaign name in the list and select "Rename" from the displayed menu.

3. Enter another name for the object. Confirm your entry by clicking "OK."

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Configuring Call Recordings per Campaign


Follow the instructions below to configure the per-campaign call recordings feature in your Five9 Administrator application. You can configure call recordings for Outbound, Inbound, and Autodial campaigns. Note: By default, call recordings are limited to 1 hour in length. If your campaigns will be making or receiving calls that may exceed 1 hour in length, please contact Five9 Support to increase the maximum call recording length up to 3 hours. Read more in Recording Calls Feature.

SUMMARY

How to switch on Auto Record Calls | How to set name of recording to session ID | How to define FTP server to send recordings to

How to Switch on Auto Record Calls


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Recording" tab.

3. Select the "Auto Record Calls for Agents" option.

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4. Click "Save" or "Apply."

How to Set Name of Recording to Session ID


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Recording" tab.

3. Select the "Set Name of Recording to Session ID During Transfer" checkbox.

4. Click "Save" or "Apply."

How to Define FTP Server where to Send Recordings


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns.

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2. Switch to the "Recording" tab.

3. Select the "Use this FTP site to send recordings to" checkbox.

4. Define the following values: FTP Hostname FTP Username FTP Password These values may be different from the defaults, configured in VCC Configuration (Actions menu > Configure). Recordings for this campaign will then be sent to a different FTP address. Notice: You should avoid using FTP Username and Password containing the "@" sign and other special characters. Using these characters might confuse our FTP server because it uses Apache.

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5. To test your FTP settings, click "Test FTP" at the bottom of the screen.

If the FTP properties are defined correctly, you will receive the following notification:

6. Click "Save" or "Apply."

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Creating Post-Call Surveys


You can create post-call surveys in the IVR. The survey is assigned to a separate inbound campaign and when agents end calls, callers are transferred to that campaign, based on "Survey Execution Condition." Read more in Post-Call Surveys, Inbound Campaign Properties. Follow the instructions below to create a post-call survey. 1. Create a new inbound campaign. This campaign will be used to conduct a survey. See Creating Campaigns.

2. Build an IVR script with survey questions, using call variables where desired to track answers. See Creating IVR Scripts, Configuring IVR Scripts.

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3. Go to the Call Variables folder in the Navigation Pane. Select the call variables used in the survey and access their properties.

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4. Check the Reporting Call Variable option in the "General" tab of call variable properties.

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5. Any disposition that can be assigned in the IVR script needs to be added to the "Reporting" tab of Call Variable Properties. Go to the "Reporting" tab and click "Add."

6. Select the dispositions and click "OK."

7. Then you will need to enable the call survey. Go to the campaign properties and click on the "Call Survey" tab.

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8. Check the "Enable Call Survey" box. Define the name and the description of the survey.

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9. Select the inbound campaign, to which the survey will be assigned.

10. When you select "Enable Call Survey" for a campaign, you have two options for when callers will be transferred to that campaign chosen via the Survey Execution Condition configuration.

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Always (default) - If this option is selected, every caller will automatically be transferred to the Call Survey campaign after talking to an agent. Optional - If you have a reporting call variable with data type boolean, it will be available as one of the "Survey Execution Condition" options. This means that if the variable is set to 1 (true) for the call, the call will be transferred to the call survey campaign. If the variable is set to "0" (false), then no post-call survey will follow. The most likely use case for using this option would be to ask the caller (either via the original campaigns IVR or manually by an agent) whether or not he or she would like to participate in a call survey at the end of the call.

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11. Click "Apply" or "Save."

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12. Make sure that the survey campaign is running.

Post Call Survey Example


In this example we use Inbound as a primary campaign where the callers actually call and Survey as the secondary call survey campaign. 1. Double-click on the "Inbound campaign. In the Inbound Properties window, choose the "Call Survey tab.

2. Select the "Enable Call Survey box to turn on the Call Surveys.

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This option is available both for inbound and outbound campaigns. By default, this option is disabled. 3. Fill in the "Survey Name and "Survey Description fields.

4. Choose the Survey Campaign from the list of inbound campaigns on your domain. In this example, Survey is used as a Survey Campaign.

5. Choose the "Survey Execution Condition. By default it is set to "Always." That means that for all the calls that come into our Inbound campaign, at the end of the call the callers will be forwarded to Survey campaign where they can take the call survey. The other options that are available here are the call variables that have been configured with the boolean data type.

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If you chose CallSurvey.opt_in as a call survey boolean variable, for all the calls where this particular boolean variable is set to "true, the calls will be forwarded to Survey campaign, because boolean variable can be just "true or "false.

6. Do not forget to save the changes. 7. Double-click on "opt_in in the left navigation menu under the "Call Variables" menu.

In the appeared window you can verify its properties.

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Tip: For the most campaigns it is recommended to use the "opt_in variable.

For further information see: Example: Original Campaign's Script for Post-Call Surveys Example: Call Survey Campaign Script.

REPORTING

The column available is "CALL SURVEY RESULT containing the disposition set in your second campaign. So, in our case it is "call survey complete" or "incomplete." But the caller is still associated with our original campaign other than with the call survey campaign.

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Managing DNIS (Direct Number Identification Service)


In Inbound Campaigns, the DNIS (Direct Number Identification Service) tab is used for managing the number(s) assigned to the campaign. These are the numbers that contacts may call to reach the Inbound Campaign. Note: You must have available DNIS numbers assigned to your account to be able to add them to your campaigns.

SUMMARY

How to associate DNIS to the Inbound Campaign | How to forward calls to an Five9 Inbound Campaign | How to remove DNIS from the Inbound Campaign

How to Associate DNIS to an Inbound Campaign


Follow the instructions below to add DNIS to the campaign in your Five9 Administrator application. When a contact calls this number, the call will be processed by the campaign and routed based on the IVR setup. You can add multiple numbers to the campaign. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "DNIS" tab.

3. Click "Add."

4. The list of all numbers assigned to your account, excluding numbers that have already been assigned to other Inbound Campaigns, will be displayed. Select the number to be used for this campaign. Note: Use <SHIFT> or <CTRL> for multiple selections. 609

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5.

Click on "OK."

6. The number will be displayed in the list.

7. Click "Save" or "Apply."

How to Forward Calls to a Five9 Inbound Campaign


If you own existing toll free numbers, you can instruct your carrier to forward calls to a DID number provided by Five9, allowing calls to that toll free number to be answered by the Five9 campaign. Simply add the selected DID number to the campaign. You can also move the toll free number to Five9. This is called the RESPORG (Responsible Organization) process. Contact your Account Manager for more details.

How to Remove DNIS from an Inbound Campaign


Note: Running campaigns need to be stopped before removing DNIS. Read more in Stopping Campaign. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns.

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2. Switch to the "DNIS" tab.

3. Click on the number you want to remove. Note: For multiple selections, you can hold the <CTRL> or <SHIFT> keys. 4. Click on "Remove."

5. Confirm your request to delete the selected numbers. To confirm the removal of all selected items, click "Yes To All."

6. Click "Save" or "Apply."

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Managing Campaign Prompts


This topic describes how to manage campaign's prompts including call whisper prompts. Read more in Call Whisper Prompts.

SUMMARY

How to set up a Prompt | How to remove the Prompt

How to Set up a Prompt


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Prompts" tab.

3. You can add the prompt played on call connection or when the caller is on hold. To add the prompt, click on the corresponding "Add" button.

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4. The "Select Prompt" window appears. Select the prompt you want to add and click "OK."

5. The prompt will be displayed in the list.

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6. Click "Apply" or "Save."

How to Remove the Prompt


To remove a prompt from the campaign, follow the instructions below. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Prompts" tab.

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3. Select the prompt to remove.

4. Click on the corresponding "Remove" button.

5. Confirm the prompt removal by clicking on "Yes."

6. Click "Apply" or "Save."

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Managing IVR Script Schedules


The IVR (Interactive Voice Response) system manages the routing of incoming calls. You cannot start the Inbound Campaign without an IVR script. Before creating an Inbound campaign, create and configure an IVR Script object, managing the routing of calls using the provided IVR modules. Using the IVR, you can add custom greetings and prompts to provide instructions to callers, and route calls based on digits entered by the caller, along with more advanced capabilities. Note: The IVR script is required for Inbound Campaigns. You will receive an error message if you attempt to start the Inbound Campaign without an IVR. You can configure an IVR Script for an Autodial campaign. See Autodial IVR Flow Types.

SUMMARY

How to create IVR Script | How to create IVR schedule rule | How to change IVR schedule rule | How to remove IVR schedule rule | How to arrange IVR schedule rules

How to Create an IVR Script


Refer to Creating IVR Scripts in the IVR chapter.

How to Create an IVR Schedule Rule


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Click on the "IVR" tab.

3. By default, an empty IVR schedule has been created, configured to run whenever the campaign is running, unless a higher priority IVR script schedule is added. Select it and click "Edit" to configure the default IVR script.

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To create a new IVR schedule, click "Add."

4. The following schedule properties dialog is displayed. In the screenshot below, the default schedule is shown. The default schedule may not be changed, and only its associated IVR Script is editable. For custom IVR schedules, all options are configurable.

5. Set the parameters for the new IVR schedule. Name - In the "Name" text box, enter a name that identifies the schedule.

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IVR Script - From "IVR Script" drop-down menu, select the IVR script to be invoked by the schedule. Day - In the day area, select the day option for the schedule. Days of week - Allows you to select specific days of the week when the schedule will be active. Specific date - Allows you to select the date when the schedule will be active. Date range - Allows you to select a range of dates within which the schedule will be active. Time - In this area, you should select the time option for the schedule. All day long - Used to indicate that the schedule will be active during the whole period configured in the "Day" section. Time interval - Used to indicate that the schedule will be active within the specified time interval over the period configured in the "Day" section. 6. Move the schedule Up or Down, using the respective buttons. IVR Scripts which are associated to schedules that are higher on the list will take priority, in case of any overlapping times or days. If no custom schedule is found for any given point in time, the IVR Script in the default schedule will be used for that time. 7. Click on "OK."

8. Click "Save" or "Apply" in the Inbound Campaign Properties window.

How to Change an IVR Schedule Rule


Note: The "Default" schedule cannot be edited. This schedule stays active all days of the week and all day long. In this schedule, you can only select the IVR script that will run under this schedule. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "IVR" tab.

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3. To edit the schedule parameters, select the schedule. You can edit the default script as well.

4. Click on "Edit." You can also double-click on the appropriate line.

5. The "Schedule Rule" window will load. The parameters are described in step 5 of the previous section.

In the default schedule, you can only select the IVR script that will run under this schedule.

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6. Click on "OK."

7. Click "Save" or "Apply" in the Inbound Campaign Properties window.

How to Remove an IVR Schedule Rule


Note: The "Default" schedule cannot be removed or edited. This schedule stays active all days of the week and all day long. In this schedule you can only select the IVR script which will run under this schedule. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "IVR" tab.

3. To remove the schedule, select it in the list. Note: To select multiple choices, hold down the <CTRL> or <SHIFT> keys.

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4. Click on "Remove."

5. Next, confirm the removal.

6. Click "Save" or "Apply."

How to Arrange IVR Schedule Rules


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "IVR" tab.

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3. Select an item in the list.

4. Use the "Up" and "Down" buttons to move the selected item. If there are any overlapping times in multiple schedules, the IVR Scripts that are configured in schedules that are higher in the order will be used.

5. Click "Apply" or "Save."

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Managing Hold Music


This topic describes how to manage hold music for your Outbound/Inbound/Autodial campaign in your Five9 Administrator application. Note: Five9 provides default hold music for calls that are associated to campaigns without any configured custom hold music. See also: Hold Music.

SUMMARY

How to upload hold music | How to add hold music to the Campaign | How to remove hold music from the Campaign

How to Upload Hold Music


Upload the hold music file using the "Prompts" folder as explained in Managing Voice Prompts.

How to Add Hold Music to a Campaign


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Hold Music" tab.

3. To add your custom hold music, click on "Add."

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4. Select the hold music from the list and click "OK."

5. The music will be displayed in the "Hold Music" tab.

6. Click "Save" or "Apply."

7. You must restart the campaign to activate the new hold music. If the hold time for a call exceeds the length of the configured Hold Music prompt, the music will loop. See Stopping Campaign and Starting Campaign.

How to Remove Hold Music From a Campaign


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns.

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2. Switch to the "Hold Music" tab.

3. To remove the custom music, click on "Remove."

4. Confirm the removal by clicking "Yes."

5. Click "Save" or "Apply."

Note: To revert to the default hold music, remove the hold music and leave the "Hold Music" window blank.

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Managing Lists
This topic describes lists assigned to an Outbound Campaign or Autodial Campaign to be dialed to in your Five9 Administrator application. The main dialing principles are described in Dialing Rules and Dial Order.

SUMMARY

How to assign lists to the Campaign | How to remove lists from the Campaign | How to define list priority | How to change list records order | How to reset dial position to the top of the list | How to set dialing ratios

How to Assign Lists to the Campaign


Note: The campaign must be stopped to add a new list. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Lists" tab.

3. To add a list to the campaign, click on "Add."

4. Next, select the list in the displayed window.

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To select multiple items, you can hold down the <SHIFT> or <CTRL> keys. 5. Click on "OK."

6. The selected call list(s) will be displayed in the "Lists" window.

7. Click "Apply" or "Save."

How to Remove Lists from the Campaign


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2. Switch to the "Lists" tab.

3. To remove the list from the campaign, select the list and click on "Remove." You can hold down the <CTRL> or <SHIFT> keys to select more than one list at a time.

4. Next, confirm the list removal by clicking on "Yes."

You should confirm the removal of each list that has been selected for removal. To confirm the removal of all selected lists, click on "Yes To All."

5. Click "Apply" or "Save."

How to Define List Priority

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The lists will be dialed according to the priorities set on the "Lists" tab of the "Campaign Properties" window. List priorities give you the ability to adjust the order in which calling lists are dialed within a campaign. Lists with smaller priority numbers (i.e., higher priorities) will be dialed before the lists with greater priority values. Setting equal priorities enables multiple lists to be considered as one sortable, "virtual list, without the need to combine the lists. If you use a Campaign Profile to specify a list sort order, setting two lists to the same priority will sort contact records from both lists together, as one list. If List Dialing Ratios are enabled, the ratios will apply only to lists that have the same Priority. Note: Setting a list priority of 0 disables the campaigns ability to dial that list. You may use a priority of 0 if you would like to leave an old list associated with a campaign for reporting purposes, but not dial it. You may also use Workflow Rules to set a list priority of 0 to temporarily disable dialing of a list, based on certain condition, such as time of day. Follow the instructions below to adjust list priorities for an Outbound or Autodial Campaign: 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Lists" tab.

3. Click on the value in the "Priority" column for a list.

4. You can adjust the priority of the selected list with the arrow buttons which are used for increasing/decreasing the value. Alternatively, you can type in the necessary number from your keyboard.

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5. Click "Apply" or "Save."

How to Change the Dialing Order of List Records within One List
You can use the "Shuffle" function. See Importing/Updating Call Lists. You can define the order in which the records will be dialed using Campaign Profile. See Filtering and Sorting Lists (Campaign Profiles).

How to Reset Dial Position to the Top of the List


You can use Workflow Rules to reset dial position to the top of the list if certain conditions (events) happen. See Creating and Configuring Workflow Rules. You can reset the list position manually. See Resetting List Position.

How to set dialing ratios


The dialing ratios provide you with the ability to call records from multiple lists at specified frequencies. Example: If your campaign has separate lists with hot and cold leads, you may dial hot leads more often than cold ones, without excluding any leads. Notice: Dialing Ratios only apply to lists that have the same Priority. Follow the instructions to specify dialing ratios for your lists. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Lists" tab.

3. Check the "Enable list dialing ratios" options located on the bottom part of the window.

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4. The "Dialing Ratio" column will appear.

5. Specify the necessary values for each list in the "Dialing Ratio" column. Click on the field, then use the arrow buttons to increase/decrease the value. Alternatively, you can type in a number to the field from your keyboard. Make sure that the lists that should be dialed at the specified ratios have the same Priority. Lists with higher priority levels will be dialed first, at the corresponding ratios with lists that have the same priority level.

In our example, two records from the "Hot Leads" list will be dialed for every one record in the "Follow Up" list. 6. Click "Apply" or "Save."

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Managing Skill Groups of Outbound Campaigns


This topic describes skill groups assigned to the Outbound Campaign in your Five9 Administrator application. For Inbound and Autodial campaigns, refer to Managing Outbound Skills.

SUMMARY

How to assign Skill Groups to the Outbound Campaign | How to remove Skill Groups from the Outbound Campaign | How to change the order of Campaign Skill Groups

How to Assign Skill Groups to the Outbound Campaign


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Skills" tab.

3. To add the skill group to the campaign, click on "Add."

4. Select the skill group in the displayed window. You can hold down the <CTRL> or <SHIFT> keys to select more than one skill group at a time.

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5. Click on "OK."

6. New skill groups will be displayed in the list.

7. Click "Apply" or "Save."

How to Remove Skill Groups from an Outbound Campaign


To remove a skill group from the campaign, follow the instructions below. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Skills" tab.

3. Select one or several items to remove. You can hold down the <CTRL> or <SHIFT> keys to select more than one "Skill" at a time.

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4. Click on "Remove."

5. Confirm the skill group removal by clicking on "Yes." You should confirm the removal of each selected skill group. To confirm the removal of all selected skill groups, click on "Yes To All."

6. Click "Apply" or "Save."

How to Change the Order of Campaign Skill Groups


If multiple skill groups are added to a campaign, the agents in the skill group listed first will receive the first calls. If all agents in the top skill group are on calls or unavailable, the Dialer sends calls to the agents in the next skill group. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Skills" tab.

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3. Select a skill group.

4. Move skill groups up or down in priority by using the "Up" or "Down" buttons.

5. Click "Apply" or "Save."

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Managing Outbound Skills for Inbound and Autodial Campaigns


This topic describes Outbound Skills for Inbound or Autodial Campaigns in your Five9 Administrator application. If you would like to make this Inbound Campaign available in the list of campaigns that agents may associated to manual calls, add a skill group in the "Outbound Skills" tab. Any agent who is a member of the selected skill group(s) can associate manual calls with this campaign.

SUMMARY

How to add Skill Group | How to remove Skill Group

How to Add Skill Group


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Outbound Skills" tab.

3. To add a skill group or multiple skill groups, click on "Add."

4. Select the "Skill(s)" in the displayed window and click "OK." For multiple choices, you can hold down the <SHIFT> or <CTRL> keys.

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5. The selected skills will appear in the list.

6. Click "Apply" or "Save."

How to Remove Skill Group


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Outbound Skills" tab.

3. Select the skill to remove in the list. For multiple selections, you can hold down the <SHIFT> or <CTRL> keys.

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4. Click on "Remove."

5. Confirm your request to delete the selected skills. To confirm the removal of all selected items, click on "Yes To All."

6. Click "Apply" or "Save."

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Managing Dispositions
This topic describes work with dispositions assigned to the Outbound/Inbound/Autodial Campaign in your Five9 Administrator application.

SUMMARY

How to assign Dispositions to the Campaign | How to remove Dispositions from the Campaign

How to Assign Dispositions to a Campaign


The "Dispositions" tab allows administrators to configure the campaign dispositions, so that agents can select them to indicate the call result. Administrators can add custom dispositions. In addition, the system dispositions that may be automatically assigned by the dialer are displayed in the "System Call Disposition(s)" area, where their properties may be edited, to change their configurations to custom setting for the current domain. Depending on your configuration, agents may have the option to decline records when working on preview campaigns; for this case you should define the "Decline Preview Record" dispositions. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Dispositions" tab.

3. To add the dispositions to the campaign, click on "Add."

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Note: If you have selected the "Preview" Campaign Dialing Mode, the "Decline Preview Record Disposition(s)" area will include the "Declined system disposition, by default. 4. Select one or several dispositions from the displayed window. You can use the <CTRL> or <SHIFT> keys to select more than one list at a time.

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5. Click "OK."

6. The dispositions will be displayed in the list.

7. If you configure the Preview campaign, you may need to add the "Decline" dispositions. Note: User permission "User Can Skip Contact Records in Preview Dialing Mode" controls the ability to skip records on a per-agent basis. Note: "Declined" is the default decline disposition for Preview campaign. It may be removed, if necessary (e.g., if you wish to use only custom Declined dispositions). Click on the "Add" button located in the "Skip Preview Record Disposition(s)" area.

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8. Select one or several dispositions from the displayed window. You can use the <CTRL> or <SHIFT> keys to select more than one disposition at a time.

9. Click on "OK."

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10. The new decline preview record disposition(s) will appear in the list.

11. Click "Apply" or "Save."

How to Remove Dispositions from the Campaign


Note: You cannot remove system dispositions listed in the "System Call Disposition(s)" area. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Dispositions" tab.

3. Select one or several items to remove in the "Call Disposition(s)" or "Decline Preview Record Disposition(s)" area. You can use the <CTRL> or <SHIFT> keys to select more than one list at a time.

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4. Click on "Remove" under the area in which you select items.

5. Confirm the disposition removal by clicking on "Yes." You should confirm the removal of each disposition selected for removal. To confirm the removal of all selected dispositions, click "Yes To All."

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6. Click "Apply" or "Save."

EDITING DISPOSITIONS PER CAMPAIGN

You can use the "Edit" button to open a "Disposition Properties for Campaign window for any system disposition or custom dispositions that are added to a campaign. For example, you may wish to change the Redial timer for the "Busy disposition to be 5 minutes for one campaign, and 10 minutes for another campaign. Any changes made to dispositions in this manner will not apply to other campaigns in which the Disposition is used, or to the global disposition settings. If any changes are made to dispositions for a campaign, the "Configuration column in the Dispositions tab will display "Custom, instead of "Default. You can use the "Restore Defaults" button to undo the custom disposition configurations for the campaign, and restore the System, Call, or Decline dispositions to their default, global configurations. All dispositions in the

Configuring the Agent Who Sets Dispositions for Conferences On the "Dispositions" tab, you can define which party (conference initiating Agent or last Agent) must define the Disposition after the Conference call. You can also allow the conference initiator to decide who must disposition the call. In this case, the initial agent may either set a disposition when leaving the conference, or instead select another agent in the conference, who will then be responsible for setting a disposition (or passing dispositioning powers to yet another agent).

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Managing Connectors
This topic describes connectors assigned to the Outbound/Inbound/Autodial Campaign in your Five9 Administrator application. Connectors may be used to pass information about a call or contact record to an external web server. Note: Adding connectors to a campaign is optional, and is only used if any information about campaign-associated calls, or contact records associated with those calls, should be passed to an external server.

SUMMARY

How to assign Connectors to the Campaign | How to remove Connectors from the Campaign

How to Assign Connectors to a Campaign


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Connectors" tab.

3. To add the connector to the campaign, click on "Add."

4. Then select the connector in the displayed window. You can use the <CTRL> or <SHIFT> keys to select more than one connector at a time.

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5. Click on "OK."

6. The selected connector(s) will be displayed in the list.

7. Click "Apply" or "Save."

Connectors will be executed for campaigns, according to trigger configured in Connector Properties. For example, they may be executed when calls are accepted or when calls are disconnected.

How to Remove Connectors from the Campaign


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2. Switch to the "Connectors" tab.

3. Highlight the connectors to remove. You can select more than one connector at a time by holding down the <CTRL> or <SHIFT> keys.

4. Click on "Remove."

5. Confirm the connector removal by clicking "Yes." You should confirm the removal of each selected connector. To confirm the removal of all selected connectors, click on "Yes To All."

6. Click "Apply" or "Save."

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Managing Worksheet Questions


Worksheet questions may be assigned to any Campaign types. Read more about worksheets in Worksheets.

SUMMARY

How to add Worksheet questions | How to arrange Worksheet questions | How to export a Worksheet | How to import a Worksheet | How to preview a Worksheet | How to pull contact record data into a Worksheet | How to remove Worksheet questions

ow to Add Worksheet Questions


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Worksheet" tab.

3. Click on "Add Question" to create a question in the worksheet. Note: You can click on "Add Info, instead, to add a Worksheet page that simply gives instructions to agents, without asking for input.

4. In the text box, enter a name for this question. Note: This is the name of the question, not the actual question itself. For example, if the question is going to be "What is your current interest rate?," the name of the question could be "Interest Rate." The name you enter here creates the field name displayed in reports.

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5. Enter the question text in the displayed box. For example, "What is your current interest rate?" Note: The question text does not have to be a question for the contact. It could also be instructions to the agent, such as "Enter the contacts interest rate."

6. Define the following options: Note: Configuring a question has much in common with Call Variable or Contact Field configuration. See Creating Call Variables. Allow Finish - If "Allow Finish" is not selected, the agent cannot click the "Finish" button on that question. Use this option to ensure that agents cannot prematurely close the Worksheet, without answering all required questions. Data Type - Define in which format the question answers will be. You can select a format from the drop-down menu. Find more information in Data Types. String - Select this option if your question will have the answer in string data type i.e., any text. Number Date Time Date/Time - Allows the agent to pick a date from the calendar and also choose the time. Good for setting appointments. Currency Boolean Percent Email URL Phone Duration View Type - Define in which format the question answers will be. You can select a format from the drop-down menu. Note that options will be different if the "Predefined List option is selected and a List Item is added. Find more information in Data Types.

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7. Define options on the "Restrictions" tab. Required - You cannot finish the worksheet, if a required question stays unanswered. Predefined List - Not Available for Date, Time, Date/Time, Boolean, and Duration data types. If you select this option, then the agent will not need to enter the answer, but will have to select one or several answers pre-defined by administrator. As an administrator, you can define the possible answers on the "List Items" tab. For each data type, the View Types to be selected are as follows: Combo Box - If you select this option, the Agents will be able to select value(s) from the drop-down menu. List - If you select this option, all values will be displayed in the area. Buttons - If you select this option, the checkboxes will be displayed in front of each value. Min Length/Min Value - To limit the values to be entered by agents, use this option. Not available for predefined list. Not available for Phone and Boolean data types. Max Length/Max Value - To limit the values to be entered by agents, use this option. Not available for predefined list. Not available for Phone and Boolean data types. Regular Expression - Not available for predefined list. Not available for Date, Time, Date/Time, Boolean, and Duration data types. Regular expressions, or "regex, are an option to use for input validation to ensure consistent data entry. For instance, a regular expression could be used to validate that a record locator in a travel reservation conformed to a specific pattern or combination of alphanumeric symbols (e.g., ABC123). Patterns are defined using POSIX, Perl, or ASCII regex syntaxes. For example, using the ASCII syntax, a pattern with three upper-case letters, followed by three digits, could be configured as: [A-Z][A-Z][A-Z][0-9][0-9][0-9]

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8. If the "Predefined List" option is activated, then the "List Items" tab becomes available. Define options on the "List Items" tab. As an administrator, you create the possible answers that are displayed to the agent in a menu. Good for yes/no questions or any time you know all possible answers.

Click "Add" to create an answer.

Enter the value to the displayed "Add Value" popup and click "OK."

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Configure possible answers and answer criteria.

Optionally, check the "User can select several values" option. Use "Up" and "Down" buttons to arrange the answers. 9. Optionally, configure the default value on the "Default Value" tab.

If you use a predefined list, then the "Default Value" tab displays all predefined values and you can select one in the list.

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If you do not use the "Predefined List", then the "Default Value" tab allows to select the "Undefined" option or define a value depending on Data Type.

10.

Click "Save."

11.

The question will be displayed on the "Worksheet" tab.

12.

Click "Apply" or "Save."

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How to Preview a Worksheet


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Worksheet" tab.

3. To view the worksheet, click on "Test" in the "Worksheet" tab of the "Campaign Properties" window.

4. The preview window will open.

5. You can click on "Wizard Steps" to preview each question or click "Next."

How to Arrange Worksheet Questions


The questions will be displayed to the agent in the order displayed in the worksheet. You can change the question order. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Worksheet" tab.

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3. Highlight a question in the list.

4. You can change the question order with the "Up" and "Down" buttons. Note: If you use the "Predefined List" question, then you can arrange the possible answers on the "List Items" tab while creating the question.

5. Click "Apply" or "Save."

How to Export a Worksheet


You can export the worksheet to use it in another campaign. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Worksheet" tab.

3. Click on "Export."

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4. When the window has loaded, select a folder to export and type the file name. Click on "Save."

5. You will receive a confirmation message. Click on "OK."

How to Import a Worksheet


You can import a previously exported worksheet. Follow the instructions below. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Worksheet" tab.

3. Click on "Import."

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4. Browse your PC and select the worksheet file.

5. The questions will be displayed in the list.

6. Click "Apply" or "Save."

How to Remove a Worksheet Question


1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Worksheet" tab.

3. Select one or several items in the list. You can hold down the <CTRL> or <SHIFT> key for multiple choices. 658

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4. Click on "Remove."

5. Confirm your request to delete the items.

6. Click "Apply" or "Save."

How to Use Contact Record Field Values in a Worksheet


The Five9 worksheet tool allows you to put Contact field values into a worksheet question. Worksheets support specifically formatted text, called replacement parameters, which are replaced by Contact data at runtime. To replace text in the question text area of a worksheet, add a replacement parameter tag that pulls Contact data for the connected call. Any contact fields may be used, in the following format: @Customer.<field_name>@
EXAMPLE

For example, if you want the text to read: Dear Mr./Mrs. Johnson, You would put the following in your call script: Dear Mr./Mrs. @Customer.last_name@ When the worksheet is loaded with the Contact record for the call, the text "@Customer.last_name@" is replaced with the data in the last_name field of the Contact record.

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Instead of creating a worksheet question that reads "Hello Mr / Mrs LAST NAME" the system can add the name of the customer who is on the phone, making worksheets more dynamic. As always, all variable names are case sensitive.
VARIABLES/DEFAULT CONTACT FIELDS

To determine which variables are available in your domain, go to "Contacts" "Fields" in the Administrator application. Below are the Five9 default (system) Contact fields: number1 number2 number3 first_name last_name company street city state zip Any Contact field, including your own custom fields, can be put into a worksheet. You only need to determine the exact field (variable) name. Example: @Customer.last_name@ You can also use @Worksheet.questionname@ for previous worksheet values, where "questionname" is the name of a previous question. If you are using a test worksheet in "Campaign Properties," the replacement parameters are not populated because it is not associated with a specific record. Note: You cannot use a replacement parameter in the first question of the worksheet.

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Managing Scripts
This topic describes Outbound/Inbound/Autodial Campaign scripts in your Five9 Administrator application. Read more in Scripts.

SUMMARY

How to create a Script | How to import a Script | How to export a Script | How to preview a Script | How to use Contact data in a Script

How to Create a Script


To add a script to the campaign, you need to import it as an HTML file or type HTML code into the text box in the Script tab of Campaign Properties. An easy method for creating the HTML file is to first write it in a word processor such as Microsoft Word, then save the file as a web page. See also: How to use Contact data in a Script. Follow the steps below to create the HTML file in Microsoft Word. 1. Open Microsoft Word. 2. Type your script in the new Word document. 3. Click the "File" menu and select "Save As." 4. In the "Save As" dialog window, click on "Save as type" and select "Web page" or "Web Page Filtered."

How to Import a Script


To import the script that has been created earlier, follow the steps specified below. 661

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1. Access the "Campaign Properties" window. Read more in Configuring Campaigns. 2. Switch to the "Script" tab.

3. Click on "Import Script" at the bottom of the window.

4. Browse your PC and select the script (.html file) and click "Open."

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5. The added HTML code will be displayed in the script window.

6. Click "Apply" or "Save."

How to Export a Script


You can export your script and use it in other campaigns. 1. Access the "Campaign Properties" window. Read more in Configuring Campaigns.

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2. Switch to the "Script" tab.

3. Click on "Export Script" at the bottom of the window.

4. Browse your PC, select the script (.html file) and click "Open."

How to Preview a Script


1. Access the "Campaign Properties" window. Read more in .Configuring Campaigns 2. Switch to the "Script" tab.

3. To view the script, click "Preview." A separate browser window will open.

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How to Use Contact Data in a Script


Below you can find the steps for using Contact Data fields to personalize Scripts. Instead of writing a script that says "hello FIRST NAME," the script adds the name of the contact, making the script more dynamic.
EXAMPLE

Mr. Thomas, thank you for taking my call. Do you have a few minutes? To use Contact fields in a script you must save the script as an HTML file and edit the HTML code. You can edit the code in a text editor or an HTML editor before importing it into the Five9 campaign, or you can edit the code after importing. Follow the steps below. 1. Determine which fields are available for use in your script. Click "Contacts" Administrator application. "Fields" in the

The following default (system) Contact fields are available, as well as any custom contact fields added to your domain. number1 number2 number3 first_name last_name company street city state zip 2. Before using Contact fields in a script: Determine the exact field names as explained above. Be sure the field names to be used are populated in the Contact database from one or more lists. Note: Any Contact field can be pulled into a script. 3. Save your script as an HTML file. If you are using Microsoft Word you can save the file as a web page. In MS Word, open the "File" menu, select "Save As" and choose "Web Page" or "Web Page Filtered." 4. Edit the HTML file in a text editor like Notepad or use an HTML editor. 665

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Add special text in the code for the Contact fields you want to insert in the script. These field names will be replaced with the Contact data from the contact record. Any contact fields may be used, in the following format: @Customer.<field_name>@ EXAMPLE For example, if you want the text to read: Dear Mr./Mrs. Johnson, You would put the following in your call script: Dear Mr./Mrs. @Customer.last_name@ When the script is loaded with the Contact record for the call, the text "@Customer.last_name@" is replaced with the data in the last_name field of the Contact record. Instead of creating a script that reads "Hello Mr / Mrs LAST NAME," the system can add the name of the customer who is on the phone, making scripts more dynamic. As always, all variable names are case sensitive. Note: All entries are case sensitive. 5. Save the HTML file. 6. Add the script to the campaign. See How to import a Script. 7. Click "Preview" to view the script. This view will not have the Contact data populated in the script because there is no active Contact record. Use the Agent application to fully test the script.
HTML TAGS

An alternative to use the @Customer.<field_name>@ for automatically-replaced contact field values is using custom HTML tags. Below are the HTML tags for the default Contact fields. Note that the text in upper case can be different from what is shown here. This upper case text is shown when the script is being tested. <a id=number>PHONE NUMBER</a> <a id=first_name>FIRST NAME</a> <a id=last_name>LAST NAME</a> <a id=company>COMPANY NAME</a> <a id=street>ADDRESS</a> <a id=city>CITY</a> <a id=state>STATE</a> <a id=zip>ZIP CODE</a>
EXAMPLE

Here is an example of an HTML tag for a custom field called "rate": <a id=rate>INTEREST RATE</a> Below is a section of HTML code with tags for adding Contact data as well as an example of the resulting text. <p class="style2">Hello, I am calling in regards to the mortgage you currently have with <a id=lender_name>LENDER NAME</a>. Am I talking to <a id=first_name>BORROWER FISRT NAME</a> 666

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<a id=last_name>BORROWER LAST NAME</a>?</p> Hello, I am calling in regards to the mortgage you currently have with ABC Lending Company. Am I talking to Joe Smith? In this case a custom field called lender_name was populated with "ABC Lending Company," the first_name field with "Joe" and the last_name field with "Smith."

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Starting Campaign
An Outbound Campaign must be running in order to dial your list of numbers and send calls to agents. When the campaign is running, it will not start dialing until there is at least one agent available to take calls. To start the campaign, follow the instructions below. The running Inbound Campaign answers and follows your IVR script when dialing the phone number selected in the "DNIS" tab. After starting an Autodial Campaign it will begin dialing depending on the "Agent Availability" option defined in "Dialing Options" of the campaign properties window. Note: You can use Workflow Rules to start the campaign automatically when the certain conditions (events) evaluate to true.

SUMMARY

How to start Campaigns

How to Start Campaigns


OPTION 1 - STARTING A SELECTED CAMPAIGN

1. Click on "Campaigns" to display all campaigns in the List pane. You can also "expand" the "Campaigns" folder to display the list of campaigns under it.

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2. Right-click on the campaign name and select "Start Campaign" from the displayed menu.

3. The campaign status will change to "Running."

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OPTION 2 - STARTING ONE OR MULTIPLE CAMPAIGNS

1. Right-click on "Campaigns". Select "Start Campaign" from the displayed menu.

2. Select one or several campaigns you want to start from the displayed menu. For multiple campaigns, hold down the <CTRL> or <SHIFT> keys.

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3. Click on "OK."

4. The campaign status will change to "Running."

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Stopping Campaign
The campaign can be stopped automatically, typically when it runs out of numbers to dial. There are three ways to manually stop the Campaign: Usual stopping - The campaign will stop dialing numbers and wait for all active calls to end before stopping. The length of time it takes for the campaign to stop depends on how long the active calls take to complete. Immediate Stopping - This option will stop dialing numbers and disconnect all calls in process. Stopping based on long distance charges or number of dispositions selected by using a Profile - See Managing Disposition Counts (Campaign Profiles) for more details. Note: You can create a Workflow Rule for the case when campaign is stopped. Note: You can use the Workflow Rules to stop the campaign automatically when the certain conditions (events) evaluate to true.

SUMMARY

How to stop Campaigns | How to stop the Campaign immediately | How to stop the Campaign based on long distance charges or number of dispositions

How to Stop the Campaign


The campaign will stop dialing numbers and wait for all active calls to end before stopping. The length of time it takes for the campaign to stop depends on how long the active calls take to complete.
OPTION 1 - STOPPING ONE CAMPAIGN

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1. Click on "Campaigns" in the left pane.

2. Right-click on the campaign name and select "Stop Campaign" from the displayed menu.

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3. Click "Yes" to confirm your request to stop the campaign.

4. The campaign status will change to "Not Running."

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OPTION 2 - STOPPING ONE OR MULTIPLE CAMPAIGNS

1. Right-click on "Campaigns" and select "Stop Campaign" from the displayed menu.

2. Select one or several campaigns in the "Stop Campaign" window. Hold down the <CTRL> or <SHIFT> keys for multiple choices.

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3. Click on "OK."

4. The campaign status will change to "Not Running."

How to Stop the Campaign Immediately


This option will stop dialing numbers and disconnect all calls in process. 1. Click on "Campaigns."

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2. Right-click on the campaign name and select "Force Stop Campaign" from the displayed menu.

3. Confirm your request to stop the campaign by clicking "Yes."

4. The campaign status will change to "Not Running."

How to Stop the Campaign Based on Long Distance Charges or Number of Dispositions
You can choose to stop the Campaign based on long distance charges or number of dispositions selected by using a Profile. See Managing Disposition Counts (Campaign Profiles).

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Updating Campaign Dispositions


SUMMARY

How to update campaign dispositions | How to schedule Campaign dispositions update | How to cancel campaign dispositions list update

How to Update Campaign Dispositions


You can update dispositions in a batch mode. Follow the instructions below to update campaign dispositions from external sources in your Five9 Administrator application. 1. Click on "Campaigns."

2. Right-click on the campaign name and select "Update Dispositions." The "Reset Disposition" wizard starts.

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3. Choose a source for the dispositions upload.

4. Select the Key field(s), to be used for identifying unique contact records. More detailed information about similar options can be found in Importing/Updating Call Lists.

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5. Setup dispositions change policies: Report as warning if match is not found. Skip record if multiple matches are found. 6. Click on "Finish."

How to Schedule Campaign Dispositions Update


Scheduling campaign dispositions update is similar to scheduled update of Call Lists. See Importing/Updating Call Lists.

How to Cancel Campaign Dispositions List Update


Canceling campaign dispositions update is similar to the same operation in Call Lists. See Importing/Updating Call Lists.

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Resetting Dispositions
SUMMARY

How to reset Dispositions

How to Reset Dispositions


Follow the instructions below to reset dispositions for an Outbound Campaign in your Five9 Administrator application. Read general information on this topic in Disposition Reset. Note: Reset only the dispositions you know are safe to redial. 1. Click on "Campaigns."

2. Right-click on the campaign name and select "Reset Disposition(s) In Campaign" in the displayed menu. The "Reset Disposition" wizard will start.

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3. Choose the starting date and time and click on "Next."

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4. Choose the ending date and time and click on "Next."

5. Select the dispositions you want to reset and click "Finish." For multiple choices, hold down the <CTRL> or <SHIFT> keys.

6. A notification will be displayed. Click "OK."

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Resetting List Position


Resetting List position forces the dialer to start from the top of the list at the desired moment of time. The dialing will be started over from either the first records that were added to the list, or from the beginning of a specified sort order. Read more in List Position Reset. Note: You can also reset list position automatically on the scheduled time by using the Workflow Rules. Follow the instructions below to reset your campaign's list position. 1. Click on the "Campaigns" folder.

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2. Right-click on the campaign name and select "Reset List Position" from the displayed menu.

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Resetting a Campaign
The "Reset Campaign" feature instructs the campaign to redial every number again, with the exception of "Do Not Call" numbers. Under normal operations, you should not use the "Reset Campaign" feature, as it erases all dial results and some reporting information. Use the "Reset Dispositions" option instead, if only some dispositions should be reset. Only use the "Reset Campaign" option if you are sure you want to redial every contact again. Note: Resetting dispositions for a campaign only pertains to the lists currently loaded in the campaign.

SUMMARY

How to reset Campaigns

How to Reset a Campaign


1. Click on the "Campaigns" folder.

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2. Right-click on the campaign name and select "Reset Campaign" from the displayed menu.

3. Click "Yes" to confirm resetting the campaign.

4. Campaign completion will be reset to "0%."

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Troubleshooting

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Troubleshooting Outbound Campaigns


SUMMARY

Agents not receiving calls from Outbound Campaign | The same contacts are called multiple times | Contact hangs up before reaching an Agent | Contact hangs up immediately after reaching an Agent | High dropped call rate

Agents not Receiving Calls from Outbound Campaign


ARE AGENTS LOGGED IN AND READY?

Check with your agents to ensure they are logged in and in "Ready Call" status.
ARE AGENTS IN THE PROPER SKILL GROUP?

The skill group(s) determines which agents will receive the calls. Check the agents skill group from the properties of the user account. Click on the "Skills" tab in the campaign to determine which skill group(s) it is using. Read more in Editing User Properties.
IS THE CAMPAIGN RUNNING?

The Outbound Campaign must be running to dial and deliver calls to agents. In the "Campaigns" folder, there is "Status" column where you can see if the campaign is running. If the campaign is not running, right-click the campaign and choose "Start <Campaign Name>." Read more in Starting an Outbound Campaign.
IS THE CAMPAIGN RUNNING OUT OF NUMBERS OR PROCESSING CALLS THAT ARE NOT ANSWERED?

1. The campaign will stop if it runs out of numbers. Right-click on the campaign and select "View System Messages" to see if the campaign is out of numbers.

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2. It is possible the Dialer is processing a lot of numbers that are not connected (busy, no answer). To check the status of the Dialer, run the "Call Log" reports. When you run the report, do not choose any users and do not choose any dispositions. This will allow you to see calls processed by the system. Check the "Result" column for calls with the User name "[None]." These calls did not reach an agent. You will be able to see blocks of time where the Dialer was busy processing calls that did not reach an agent. Note: It takes at least twenty seconds, by default, to process a "no answer" call, due to ring time.

The Same Contacts are Called Multiple Times


ARE YOU USING THE "REDIAL" TYPE FOR ANY DISPOSITIONS

The "Redial" type on a disposition instructs the Dialer to call the phone number again. If the Dialer is near the end of a list, or if a Redial timer is configured for a short it, it is possible the number will be redialed again in a short time. Try replacing dispositions that use the "Redial" type (especially those with timers) with ones that do not. You can then use the "Reset Dispositions" feature to redial numbers based on disposition rather than allowing the Dialer to control when the number is redialed. As a general rule, you should only use a "Redial Disposition" when the agent does not speak to anyone, or if a contact asked to be called again.
ARE YOU RESETTING THE CAMPAIGN?

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The "Reset Campaign" feature instructs the Dialer to redial every number again (with the exception of "Do Not Call" numbers). Under normal operations you should not use the "Reset Campaign" feature. Use the "Reset Dispositions" option instead. Read more in Resetting Campaign.

Contact Hangs up Before Reaching an Agent


ARE YOU USING "PERFORM CALL ANALYSIS" (ANSWERING MACHINE DETECTION)?

If using "Fax and Answering Machine Call Analysis" in the properties of the Outbound Campaign, be sure to set the "Voice Detection Level" to "Fast." A setting above "Fast" allows for a longer delay after the person says "Hello," which could account for the hang-ups. If you still get hang-ups when using the "Fast" setting, try turning off " Call Analysis."

Contact Hangs up Immediately After Reaching an Agent


AGENT NOT RESPONDING QUICKLY ENOUGH

Be sure agents start their greeting as soon as the "Incoming Call" screen appears. The contact has already answered so the agent should not wait to hear a "hello" but should start speaking immediately.

High Dropped Call Rate


CHECK THE CALLS TO AGENT RATIO IN THE PROPERTIES OF THE CAMPAIGN

"Calls to Agent Ratio" for the Power Dialing Mode sets how many phone numbers are dialed for each agent. A high setting could result in a lot of dropped calls. Try reducing the "Calls to Agent Ratio" or setting it all the way to "1." A setting of "1" only dials one phone number for each agent, eliminating the chance of dropped calls.
ARE YOU RUNNING MULTIPLE OUTBOUND CAMPAIGNS?

If you run multiple Outbound Campaigns at the same time, check if the campaigns use the same skill group(s). If two Campaigns dial calls for the same agents, then the Dialer becomes less consistent, especially if the campaigns use different Campaign Dialing Modes, or are completely different Campaign Types. Try changing the "Skill Groups" so the campaigns do not send calls to the same agents.

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Troubleshooting Inbound Campaigns


Busy signal when calling an Inbound Campaign
CHECK TO SEE IF THE CAMPAIGN IS RUNNING

An Inbound Campaign must be running to answer calls. If the campaign is not running, right-click on the campaign and select "Start <Campaign Name>."
CHECK THE DNIS TAB TO BE SURE THE CORRECT NUMBER IS SELECTED

Go to "Campaign Properties" and open the DNIS tab. Is the correct number selected? Click "Add" to view available numbers.
CHECK MAX NUMBER OF LINES

If the max number of lines has been reached, the succeeding callers will receive a busy signal. Try increasing the max number of lines in the "General" tab in Inbound Campaign Properties.

Call disconnected when dialing an Inbound Campaign


IF YOU UPLOADED YOUR OWN GREETING, IS IT FORMATTED CORRECTLY?

Confirm the prompt is in the correct format. The supported format for new files uploaded to the system is WAVE audio, ITU G.711 mu-law, mono 8000 Hz. In some applications it is also listed as CCITT u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec.
DID YOU UPDATE A PROMPT/GREETING?

In the IVR script, open the "Play" module at the point where the call disconnects. In the "Prompt" tab, remove the prompt and re-add it.

Campaign accepts only one caller at a time. Second caller receives a busy signal.
CHECK "MAX NUMBER OF LINES"

In Inbound Campaign properties window, check the "Max Number of Lines" setting. The default is "1" which limits the Campaign to only one call at a time. Increase this setting as needed up to the total number of lines assigned to your account.

Customers are not being directed to the correct Skill Group, Agent, Greeting, etc.
IS THE IVR SCRIPT SET UP CORRECTLY?

Go to "Campaign Properties" and open the "IVR" tab. Review the IVR routing. Check the IVR in the "IVR Script" by right clicking on the "IVR Script." Then click "<IVR Script> Properties." Verify that the correct skills are associated with the script. 692

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ARE AGENTS LOGGED IN AND READY?

Check with your agents to ensure they are logged in and off break.

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FAQ

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Frequently Asked Questions for Autodial Campaigns


WHY USE THE "ANSWERING MACHINE" MODULE AND TWO BRANCHES TO PLAY THE SAME MESSAGE FOR BOTH ANSWERING MACHINES AND LIVE PERSONS?

If an answering machine is detected, we need to wait for the tone before starting the message. Otherwise, your message will start playing during the answering machine greeting. The "Answering Machine" module provides this functionality.

CAN I USE EMAIL NOTIFICATION IN AN IVR DISPOSITION?

Yes. The disposition options are available for Autodial Campaigns. Obviously, settings such as "Agent Must Confirm" and "Agent Must Complete Worksheet" (Disposition Properties window) are ignored if the call is not delivered to an agent.

HOW DO I DETERMINE IF A CONTACT HANGS UP BEFORE LISTENING TO THE ENTIRE MESSAGE?

When viewing reports check the total length of the call. If the call is shorter than the length of your message, then you know the contact hung up before the message completed. You could also verify the path in the IVR flow that the customer took by creating a report and looking at the "ivr_flow" column.
HOW DO I DETERMINE IF MY AUTODIAL CAMPAIGN IS ALLOWED UNDER THE FEDERAL TRADE COMMISSIONS TELEMARKETING SALES RULE?

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There are very specific rules governing the use of an Autodialer. For example, you cannot use an Autodialer for telemarketing. For details, and to be sure your campaign is allowed, visit: http://www.ftc.gov/
HOW CAN I VIEW THE IVR PATH TAKEN FOR EACH AUTODIAL CALL?

Reports may contain a column for "ivr_flow." This column shows the IVR modules the call passed through. Since the "ivr_flow" field uses the module name, it is recommended to rename each module to help identify each step of the call flow.

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Campaign Profiles

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About Campaign Profiles


Campaign Profiles are advanced configuration options for Inbound, Outbound, and Autodial Campaigns. They allow you to override some campaign defaults such as the default ANI.

Fields
Profiles can be accessed by selecting "Campaign Profiles" in the Navigation pane. All available Profiles will be displayed in the List pane on the right. There you can see the following columns: Profile Name Description

Functions
You can assign a Profile to a campaign when you start the campaign in "Advanced" mode. The campaign will then use the properties set in the Profile. You can create as many Profiles as needed but you can only associate one Profile per campaign. A Profile can be used simultaneously by more than one campaign. You can automatically change the profile for the campaign by using Workflow Rules' actions. Using the Campaign Profiles, you can filter and sort lists, control the Agent user interface screen pop layout, and manage disposition counts. You can create, edit, and delete profiles using the "Profiles" folder.

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General Information

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Campaign Profile Properties


Profile options are listed in three categories: General Tab - General settings. Filter Tab - Dial numbers based on information in your list. Disposition Count Tab - Stop a campaign based on how many times a disposition is selected. Layout Tab - Define the Contact Fields and Call Variables screen pop layout that will be displayed to agents handling calls for campaigns using the profile.

General Tab
The "General" tab shows several options that are initially set to the campaign defaults. If you do not use a Profile, a campaign will run using the default settings listed on this page. These options are described in detail below. Name Description - Optional description of the Profile. ANI to Send With Outbound Call (Outbound) - When you run an Outbound Campaign without a Profile, all outbound calls will use the default ANI number set in the "Actions" menu (see Default Automatic Number Identification (ANI)). To override the default ANI for a campaign, enter the number here. If you use a Profile for other purposes, you must still enter an ANI. If you do not want to change the default ANI, enter your default ANI in this field. Initial Call Priority (Inbound or Outbound) - Inbound calls have a default priority of 60 on a scale of 1 to 100 where 100 is the highest. Calls with a higher priority will be answered first regardless of when they enter a queue. If a campaign is using a Profile with a higher priority, then calls belonging to that campaign will be answered first. If you want calls from one campaign answered before calls from other campaigns, increase the priority by one. Max Queue Time (Outbound) - The default is 1,000 milliseconds or 1 second. When doing outbound dialing this option sets the maximum amount of time the system will wait for an agent to become available before a call is abandoned. It is recommended to leave this setting at the default. Telemarketing regulations require calls be answered within 2 seconds. The system requires 1 second to set up the call, plus a 1 second queue time, which will maintain the 2 second requirement. Therefore, if you are doing telemarketing, you should not increase the queue time. Max Charges (Inbound or Outbound) - Enter a dollar amount for Maximum Long Distance Charges. The campaign will stop automatically when this amount of long distance charges is reached. A setting of zero means there is no limit. Dialing Timeout (Outbound) - Allows the administrator to configure how long the system waits before an unanswered call is disconnected and logged as "No Answer". In other words, how long the Dialer "rings" a number. Sometimes this time period is equated to number of rings but it is actually measured in seconds. The default is 17 seconds. Dialing timeout allows the administrator to increase the "ring" time (not number of rings) in an effort to reach more answering machines or give the called party more time to pick up the phone. For Autodial Campaigns it is sometimes beneficial to increase the dialing timeout in an attempt to capture more answering machines. 700

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Warning: This setting has a direct effect on how answering machines and "no answers" are reported. If the timeout is increased, expect to receive more answering machines and fewer "no answer" dispositions. More importantly, if your list is producing a lot of unanswered calls, increasing this setting means it will take longer to process the list and potentially increase the agent idle time. Telemarketing regulations in the U.S. require that calls ring for a minimum of 15 seconds. If you are running telemarketing campaigns, do not reduce this setting to less than 15 seconds. Number of Attempts (Outbound, Autodial) - This is an outbound dialer setting. The counter for the "Number of Attempts" counts all dial attempts for phone numbers in a list record, including redials due to disposition settings. The Campaign Profile option overrides disposition counters, rather than work with them, in cases where the Profile option is set lower than a disposition option. See also: Disposition Settings/Options ("Type" tab "Redial Number" option "Number of attempts" option.) Note: Both the Profile and disposition counters restrict dialing to individual numbers within a record, rather than to the entire record. Tip: For Campaign Profiles with very low values for the "Number of Attempts" setting, Five9 recommends increasing the values. Note: Campaigns running in Basic Mode (without an assigned Profile) use a default of 5 attempts. Dialing Schedule Include Number - Using the checkboxes, you can define which contact number the dialer should consider. Start At (Outbound) - Sets the dialing hours for an Outbound Campaign. The default dialing hours are 8:00am to 9:00pm based on the time zone of the phone number being dialed, not your local time zone. To change the default starting time (when the Dialer begins dialing numbers based on local time) for an Outbound Campaign, change the "Start At" setting. Note: The time when the dialer dials to the States can be also defined by State Dialing Rules. Stop After (Outbound) - To change the default stopping time (when the Dialer stops dialing numbers based on their local time) for an Outbound Campaign, change the "Stop After" setting. When changing this setting, keep in mind that the time is based on the time zone of the phone number being dialed. Note: The time when the dialer dials to the States can be also defined by State Dialing Rules. Dialing Order - This field specifies the dialing order for multiple phone numbers on contact records. If your lists contain multiple phone numbers for contact records, you can change the order in which the numbers are dialed. Dial ASAP List Record Queue for Web APIs - The options allow you to specify the sort order and timeout for the newly added ASAP records (web2campaign or APIs). See also: Web2Campaign: Five9 Admin Setup. Timeout - Default value is "1 hour." The time sensitive ASAP list records are removed from the ASAP queue after the timeout period. If the lead has not been dialed and dispositioned during the timeout period, it is treated as a normal record in the list and is not considered as an ASAP lead any longer. 701

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Sort Order - The Dialer will follow the selected list order for the new ASAP records. FIFO (first in, first out) LIFO (last in, first out) - Select this order if your last lead has the best chance of closing business. Contact Record Field(s) - Select this order if you want the campaign profiles sort order to be used. Number of dial attempts for ASAP record - This option indicates the number of dial attempts for an ASAP record, after which it loses the ASAP flag and gains regular priority. If you are using dial ASAP, the number must be set to 1 at minimum.

Filter Tab
(Outbound Campaigns.) The "Filter" tab allows you to filter a list based on information in the Contact database. If the contact details for a phone number match the criteria you enter, the phone number will be dialed. If not, the number is skipped. By default, all records are dialed.

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Records can be filtered by created or last modified timestamps, time zones, last dispositions, last disposition times, last attempted numbers, and the number of dial attempts, etc. Calling list operator filters include "Starts with, "Contains, "Ends with comparison types for dialing list filters. On this tab, you can also define the contact data sorting, which allows you to specify the order by which the list records will be arranged. Read more in Filtering And Sorting Lists. In dialing list filter comparisons, you have three different options to choose from: Contact Variable Function

Disposition Count Tab


(Inbound or Outbound Campaigns). Disposition count allows you to automatically stop an Inbound or Outbound Campaign after the specified disposition has been selected a specified number of times. For example, if you have 100 items to sell, use "Disposition Count" to automatically stop dialing after the "Sales" disposition has been selected 100 times. To do this you set a "Disposition Count" equal to your product inventory. This feature can be used for things such as controlling inventory, mailing applications or flyers of which you have a limited amount printed, limiting appointments based on staffing, etc. Note: The Disposition count is an event. See About Workflow Rules. Read more in Managing Disposition Counts.

Layout Tab
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On the "Layouts" tab you can control which contact fields and variables are shown to the agents and which fields can be edited by them. Additionally, you can control how the fields are displayed. You have the ability to configure the width of the fields. You can move up and down and preview how the layout will look. See Layouts. Here are the descriptions for each option: Apply User Profile Settings - Select this option to use the layout settings for the user profile(s) associated to agents handling calls for this campaign. Note that the user profile layout settings do not include call variables; therefore, all call variables will be displayed to agents for calls associated to campaigns using this profile. Apply Default Contact Field Settings - Select this option to use the default settings configured for all contact fields. Note that the contact field layout settings do not include call variables; therefore, all call variables will be displayed to agents for calls associated to campaigns using the Campaign Profile. Custom Campaign Settings - Select this option to apply the Campaign Profile layout configured in the "Data Fields" table described below. Data Fields - This table shows the contact fields and call variables that will be displayed to agents when handling calls for campaigns associated to the Campaign Profile. Add - Click "Add" to open the "New Data Field" popup where you can define a Contact Field or call variable to allow access to. Note: If all fields are added, the "New Data Field" popup is not available. Edit - Select a field in the table and click on the "Edit" button to change the Contact field or call variable properties. Delete - Select a field in the table and click on the "Delete" button to remove the field from the allowed fields list. Up - This button allows you to move up the field in the form for contact filed lookup. Down - This button allows you to move down the field in the form for contact filed lookup. Preview - This button allows you to preview the form. Line - This automatically-calculated property of each field indicates its vertical position in the layout, with line 1 at the top. Lines are calculated based on the Width of each field, described below. Width - This property of each field indicates the relative width of each field displayed in the layout. Values can be set in increments of 5%, ranging from 5 to 100. Read-Only - This property of each field indicates whether agents can change its value while handling calls.

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Configure

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Creating a Campaign Profile


SUMMARY

How to add a Campaign Profile | How to duplicate a Campaign Profile

How to Add a Campaign Profile


Follow the instructions below to add a new Campaign Profile in your Five9 Administrator application. 1. Right-click on "Campaign Profiles" in the Navigation Pane and select "Add Profile" from the displayed menu.

You can also click on "Campaign Profiles" and then click on "Add Object" (+ button) in the toolbar. 2. Enter a name for the Campaign Profile that describes its purpose.

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3. Click on "OK."

4. The new Campaign Profile with default properties is added to the list.

5. To configure the Campaign Profile, access its "Properties" window. Read more in Configuring The Profile.

How to Duplicate a Campaign Profile


Follow the instructions below to make a copy of the existing Campaign Profile. 1. Select a Campaign Profile you want to duplicate in the left Navigation pane.

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2. Right-click the Campaign Profile and choose the Create Duplicate option.

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3. Relationships and properties are copied to a new object called "<original object name> - Copy". The duplicate objects "Property" window opens.

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4. Fill in the required fields.

The following parameters are copied if you duplicate campaign profiles: The "General" tab &endash; All parameters are copied. The "Filter" tab &endash; All filters and order criteria are copied. The "Disposition Count" tab &endash; all dispositions/counts are copied. The "Layout" tab - Layout configuration is copied.

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Configuring the Campaign Profile


This topic describes how you can edit Campaign Profile properties/options in your Five9 Administrator application. You may need to edit Profile properties in the following cases: Newly created Campaign Profiles as they have default settings. Existing Campaign Profiles if you need to reflect any changes.

SUMMARY

How to rename Campaign Profiles | How to access Campaign Profile properties window | How to edit Campaign Profile properties | How to override Campaign defaults using Campaign Profiles

How to Rename Campaign Profiles


To rename a Campaign Profile using the right-click menu, follow the instructions below. Note: You can also rename the objects in their properties window. 1. Click on "Campaign Profiles" in the left Navigation pane.

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2. Right-click on a profile name in the list and select "Rename" from the displayed menu.

3. Replace the object name with a new one.

4. Confirm your entry by clicking "OK."

How to Access Campaign Profile Properties Window


1. Click "Campaign Profiles" in the left Navigation pane.

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2. Right-click a Campaign Profile in the list and choose "View Properties" from the displayed menu.

You can also double-click the Campaign Profile in the list. 3. You may need to wait for a moment.

4. The Campaign Profile properties window opens.

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How to Edit Campaign Profile Properties


1. Open the Campaign Profile properties window. 2. The Campaign Profile properties window contains the following four tabs: General Filter Disposition Count Layout You can view the descriptions in Campaign Profile Properties. 3. After the changes have been done, click on "Save" to apply the changes and close the window. 4. If the Profile you edit is assigned to a running campaign, then changes will be applied immediately.

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How to Override Campaign Defaults Using Campaign Profiles


To override campaign defaults, you need to assign a Campaign Profile to the campaign. Read more in Assigning a Campaign Profile to the Campaign.

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Filtering And Sorting Lists


Use Campaign Profile settings to organize the dialing order of a calling list based on any of the contact fields. Read more in Profile Properties. You can find general information in Dialing Rules and Dial Order topics.

SUMMARY

How to apply filter | How to apply sorting order | How to remove filter criteria | How to remove sorting

How to Apply a Filter


Follow the instructions below to filter a list for outbound dialing in your Five9 Administrator application. 1. Open the "Profile Properties" window. Read more in Configuring the Campaign Profile. 2. Click on the "Filter" tab.

3. To add a Contact Filter Criteria entry, click on "Add."

4. A dialog will open. 5. Select a criteria type: Contact 717

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Variable Function

6. From the "Name" menu, select the field you want to use to filter the criteria. Note: You can filter your lists on the basis of mapped contact fields which can store information about the last system and agent dispositions, the last attempted phone number, last campaign, last list, and last agent to use the record, with the fields being updated at the time that a disposition is set. The mapped fields can contain timestamps for when the contact record was last modified or originally created.

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7. Select the comparison type from the drop-down menu. You can select one of the following operators: o o o o o o o o o o

Like - Find a string fitting a certain description. A wildcard character can be used (see further). Equals ("=") - Test the equivalence of two values. Cannot use wildcards. Does Not Equal ("!=") - Test the negated equivalence of two values. Is Less Than ("<") - Test if the value of the left expression is less than that of the right expression. Is Greater Than (">") - Test if the value of the left value is greater than that of the right value. Is Less Than or Equal to ("<=") - Test if the value of the left expression is less than or equal to that of the right expression. Is Greater Than or Equal to (">=") - Test if the value of the left expression is greater than or equal to that of the right expression. Contains - Cannot use wildcards. Starts with - A wildcard character can be used (an implied % at the end), see further. Ends with - A wildcard character can be used (an implied % at the beginning), see further.

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8. In the "Value" field, enter the text you want as your filter. Tips: A wildcard character can be used to substitute for any other character or characters in a string. You can use "%" and " _" characters as a wildcard in the Criteria fields. The percent sign (%) matches zero or more characters. For example, use use %555% to find numbers like 9255572000 or 9289235552 or 9234555233. The underscore (_) substitutes a single character. For example, search for ___555____ (3 underscores + 555 + 4 underscores) to find numbers like 1235551234. Wildcard characters can be used only in "Like," "Start with," "End with" expressions. "Start with" has an implied "%" at the end, while "End with" has an implied "%" at the beginning. It does not matter if you use UPPER-CASE or lower-case letters. Example: To find any string that begins with the letter "S" type "S%."

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9. Click "OK" to add a criterion to the list.

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10. If you would like to add more criteria, click "Add" again to repeat from Step 5.

11. Choose value from the "Condition Grouping" drop-down menu.

In the profile contact filter criteria expression builder, supported operators are: AND - If you set up multiple criteria, use the "AND" operator to connect the filter rows. OR NOT Note: Administrators can add up to 20 contact field conditions when defining contact filtering. Example 1: (1 AND 2 AND 3) OR (4 AND 5 AND 6 AND 7) OR 8 OR (10 AND 11 AND 12 AND 13 AND 14 AND 15) Example 2: Use the an expression like the following to skip numbers with the specified area code. 1 AND 2 NOT 3 722

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11. Click "Apply" to apply the changes without closing the window or "Save" to apply the changes and close the window.

The previous examples indicate how to filter by a constant. You have the ability to filter by variables and functions as well.
FILTERING BY CONSTANT

For example, if your list contains contacts from several states, but you want to dial California only, you can use "Filter" tab to only dial numbers where the state field equals "CA." Note: Filtering is not case-sensitive.

FILTERING BY VARIABLE

While filtering by variable, you have the ability to choose from the following variable options: Contact Record Last Modified Date/Time Contact Record Created Date/Time In the provided example, the filter would include list records that are more than 3 days old, compared to the current date:

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FILTERING BY FUNCTION

You can also filter by function. In the example below, the records are selected if their NumberOfDialAttempts is less than 10.

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In some cases, you have an additional function argument like in the example below.

How to Apply Sorting Order


Follow the instructions below to sort a list for outbound dialing in your Five9 Administrator application. Note: If you set two lists to the same priority, both lists will be sorted together as one list. 1. Open the "Profile Properties" window. Read more in Configuring the Campaign Profile. 2. Click on the "Filter" tab.

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3. Click on "Add" at the bottom of the window.

4. Select a column from the "Contact Field" drop-down menu to base the sorting on. Note: You can sort on the basis of custom mapped contact fields which can store information about the last system and agent dispositions, the last attempted phone number, last campaign, last list, and last agent to use the record, with the fields being updated at the time that a disposition is set. The mapped fields can contain timestamps for when the contact record was last modified or originally created.

5. Select the order type: Ascending Descending

6. You can select up to three "Sort-by" fields. 726

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7. You can change the order with the "Move Up" and "Move Down" buttons. Note: it is not recommended to sort lists of more than 50,000 records. Large list sorting will result in longer campaign startup and list recycling, and may negatively affect agent productivity.

How to Remove Contact Filter Criteria


1. 1. Open the "Profile Properties" window. Read more in Configuring the Campaign Profile. 2. Click on the "Filter" tab.

3. 3. To remove a "Criteria Field" entry, select the "Criteria #" in the list. You can select multiple criteria by holding down <CTRL> or <SHIFT> keys.

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4. Click on "Remove."

5. Confirm that you want to delete the selected rows by clicking "Yes."

6. Click "Apply" to apply the changes without closing the window. Or click "Save" to apply the changes and close the window.

How to Remove Sorting


1. Open the "Profile Properties" window. Read more in Configuring the Campaign Profile. 2. Click on the "Filter" tab.

3. To remove the sorting, click on the line you want to remove in the bottom part of the window. Note: You can select multiple lines by holding down <CTRL> or <SHIFT>.

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4. Click on "Remove" in the bottom part of the window.

5. Click on "Apply" or "Save."

Now the sort behavior for the list is reset to the default sort state.

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Managing Disposition Counts


The "Disposition Counts" tab is used to stop a campaign based on how many times a disposition is selected. Follow the instructions below to work with "Profile Disposition Counts" in your Five9 Administrator application. Read more in Campaign Profile Properties. See also: Stopping a Campaign.

SUMMARY

How to create a disposition count | How to remove a disposition count

How to Create a Disposition Count


To create a "Disposition Count," follow the steps below. 1. Open the "Profile Properties" window. Read more in Configuring the Campaign Profile. 2. Click on the "Disposition Count" tab.

3. Click on "Add Count."

4. Enter the count (the number at which to stop the Campaign) and click "OK."

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5. Highlight the count you just entered.

6. Click on "Add Disposition."

7. Select the disposition you want to use from the displayed window.

For multiple choices, you can hold down the <CTRL> or <SHIFT> keys.

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8. Click "OK."

9. Click "Apply" or "Save."

How to Remove a Disposition Count


1. Open the Campaign Profile properties window. Read more in Configuring the Campaign Profile. 2. Select the "Disposition Count" tab.

3. Select one or several lines to remove. For multiple choices, hold down the <CTRL> or <SHIFT> keys.

4. Click on "Remove Count."

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The entry will disappear from the list. 5. Click "Apply" or "Save."

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Managing Campaign Profile Layouts


How to Configure a Campaign Profile Layout
To configure a campaign layout, follow the steps below. 1. Open the Campaign Profile properties window. Read more in Configuring the Campaign Profile. 2. Click on the "Layout" tab.

The Layouts allow you to define which fields are displayed to the agent when he/she receives a call. Layouts provide you per-campaign control over what an agent can see. In the Campaign Profile properties window, a variety of call variables are configured for the profile. Some of them are readonly. Example of editable field: Sale Amount. Read more about Layouts in Campaign Profile Properties, Layouts. You can select one of the following options: Apply User Profile Settings Apply Default Contact Field Settings Custom Campaign Settings See also: Configuring Call Variables in Campaign Profiles. 3. Once you have finished configuring the campaign profile layout, click "Apply" or "Save."

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Assigning a Campaign Profile to the Campaign


Note: You can use the Workflow Rules to change the active profile when certain conditions (events) take place.

SUMMARY

How to assign a Campaign Profile to the Campaign

How to Assign a Profile to the Campaign


Follow the instructions below to assign a Campaign Profile to a campaign in your Five9 Administrator application. To utilize a Campaign Profile you must associate it with a campaign. 1. Open the "Campaign Properties" window. Read more in Configuring An Outbound Campaign. 2. Make sure the "General" tab is selected. 3. Select the "Advanced Mode" option.

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4. Select a Campaign Profile from the drop-down menu.

5. Click "Apply" to apply the changes without closing the window. Or click "Save" to apply the changes and close the window.

6. Next time you start the campaign the selected Campaign Profile will be applied. Note: If you do not want to use a Campaign Profile, start the campaign in "Basic" mode. Read more in Campaign Start Modes.

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Prompts

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About Prompts
The "Prompts" folder in the Five9 Administrator is used to upload audio files. A prompt, also known as a voice prompt, is an audio file used in IVR scripts to play a greeting or give callers instructions or information. For example, a prompt may say "Thank you for calling Acme Company. Please hold for the next available agent" or "please press one for technical support or two for sales."

The audio files from the "Prompts" folder can be used as: IVR prompts - See IVR Prompts. Custom hold music - See Hold Music. Skill group audio files - See Skill Audio Files. Note: Audio files are used also for Voicemail Greetings, but they are uploaded directly to the User or Skill Group properties window.

If you need to select a Prompt within the system, you can choose from: Uploaded prompts (voice audio files) TTS prompts - See About Text-To-Speech. Default prompts - See Default Prompts.

The audio files must be saved in the following format: WAVE audio, ITU G.711 mu-law, mono 8000 Hz. In some applications it is also listed as CCITT u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec.

Functions
Create a prompt using a professional voiceover service or record your own using recording software such as Microsoft Sound Recorder. Alternatively, you can create a prompt using the built-in Text-toSpeech engine. After creating the file, import it into the "Prompts" folder in the Five9 Administrator application. An imported prompt can be used in multiple Inbound Campaigns. Prompts can be played sequentially by linking multiple "Play" modules in the IVR. Prompts can be edited . All these functions are described step-by-step in Managing Voice Prompts.

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General Information

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Default Prompts
For best results, it is recommended that you record and import your own custom prompts. However, Five9 does provide some default prompts. The default prompts are displayed in the same list as any of your imported prompts in the "Play" module. Several prompts can be saved sequentially to achieve the message you need. For example, save "Extension," "Two," "Three," "Four," "Five," "Is not available," and "Please leave a message after the tone."

Default Prompts: "Zero" "One" "Two" "Three" "Four" "Five" "Six" "Seven" "Eight" "Nine" "Extension" "Please hold while I transfer your call" "Is not available" "Please leave a message after the tone" "Or" "Please enter the extension of the party you would like to reach" "Hold for the next available agent"

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IVR Prompts
Prompts can be used by the following IVR Modules: Play Module Get Digits Module Input Module Menu Module Lookup Contact Record Module Query Module System Info Module Conference Module Voice Input Module Skill Transfer Module Agent/Voicemail Transfer Module In the IVR properties window, you can select the prompts that will be played to the callers while the module is executed. The list of prompts to select from includes the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can also use Text-to-Speech (TTS) for dynamic prompts; however, it is recommended that you limit the use of TTS to short phrases, such as call variable values or contact field values. For example, you may want to provide the callers checking account balance by using TTS to say the current balance. You can also make the selected Prompt(s) interruptible meaning the prompt will stop playing as soon as the background operation is completed.

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Configure

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Managing Voice Prompts


SUMMARY

How to record a voice Prompt | How to select a prerecorded wave file | How to prepare prompt using TTS | How to edit Prompts | How to listen to a Prompt

How to Record a Voice Prompt


You can record your Prompts using professional software or an external service that provides voice talents to record your prompt messages. Five9 recommends using an external service to provide a more "caller-friendly experience in your IVR.

How to Select a Prerecorded Wave File


After saving your prompt, greeting, or custom hold music, upload it to the "Prompts" folder in the Five9 Administrator. Notice: Before uploading new audio files to the system you must save them in the supported format: WAVE audio, ITU G.711 mu-law, mono 8000 Hz. In some applications it is also listed as CCITT u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec. 1. In the Five9 Administrator, right-click on the "Prompts" folder and select "Add Prompt."

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2. Enter a name and description for your prompt.

3. Select the first option to select a previously-recorded file on your PC. Then click on the "..." button.

4. Browse your PC and find the audio file in the supported format (WAVE audio, ITU G.711 mu-law, mono 800 Hz). Click on "Select."

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5. Click "OK." 6. It may take a few seconds for the prompt to upload.

The prompt will now be available for modules that support prompts in your IVR script.

How to Prepare a Prompt Using TTS

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1. In the Five9 Administrator, right-click on the "Prompts" folder and select "Add Prompt."

2. Enter a name and description for your prompt. Data has to be entered into these fields.

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3. Select the second option "Prepare using TTS" and click on the "..." button.

4. The "TTS Builder" window will open.

You can find TTS description in Preparing Prompts Using Text-to-Speech (TTS). 5. After you finish, click "OK."

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6. You may need to wait for a few moments.

7. The prompt will now be available in the "Play" module in your IVR script.

How to Listen to the Prompt


To listen to a prompt after it has been imported, follow the instructions below. 1. Click on the "Prompts" folder.

2. Right-click on the prompt in the list and select "Play."

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3. Confirm your request to play the file.

4. You may need to wait for a few moments.

5. The prompt will play using your default audio player, usually Windows Media Player.

How to Edit Prompts


You can upload new .wav files to existing prompts. Prompt names cannot be changed. Note: TTS Prompts can be changed by editing the text associated with it. 1. In the left Navigation pane, click on the "Prompts" folder.

2. Double-click a prompt to open its properties window. You can also right-click a prompt and select "View Properties of <Prompt>" in the displayed menu.

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3. Click on the "..." button.

The generated message can be changed on the fly by editing the associated text. The Prompt properties window looks like this:

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4. Afterwards, you will have the ability to select another wave file and to replace the existing one. If the current Prompt has been created using TTS, then the TTS Builder will open. TTS Prompts can be changed by editing the text. Once finished, click OK.

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5. Click "Save" or "Apply" to save the changes.

How to Export the Prompt


The current audio file can be saved to the computer.

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1. Open the prompt properties window.

2. Click on "Save Prompt As...". Note: You may need to wait for a few moments.

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3. Select a destination folder and file name. 4. Click "Save."

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Preparing Prompts Using Text-to-Speech (TTS)


To create voice prompts from text, follow the instructions below. Read more about the TTS feature in the "Text-to-Speech" module.

How to Access TTS Builder


OPTION 1 - ACCESSING TTS BUILDER FROM THE "ADD PROMPT" DIALOG

TTS Builder can be accessed from the "Add Prompt" dialog box when you add a new prompt in the "Prompts." Read more in Managing Voice Prompts. Follow the instructions below. 1. Right-click "Prompts" and select the "Add Prompt" menu item. You can also select "Prompts" and click on "Add Object."

2. In the "Add Prompts" dialog, select the "Prepare using TTS" option and click on the "..." button to open the "TTS Builder" window.

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3. The TTS window will open.

4. You will see the following options: Default language Text Say as Format Advanced mode

OPTION 2 - ACCESSING TTS BUILDER FROM THE IVR MODULES PROPERTIES, THE "PROMPTS" TAB

1. To open the new "IVR Script" window, right-click the "IVR" folder and select the "Add IVR Script" option from the menu. You can also select the "IVR Scripts" folder and then click on the "Add Object" button in the toolbar.

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2. Right-click the IVR Script name in the List pane (right side of the screen) and choose "Edit" from the displayed menu.

As a shortcut, you may double-click the IVR Script to open the IVR Script Designer. 3. The following modules can have prompts: Play Module Get Digits Module Input Module Menu Module Lookup Contact Record Module Query Module System Info Module 757

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Conference Module Voice Input Module Skill Transfer Module Agent/Voicemail Transfer Module

4. Drag-and-drop the necessary module to the work area. Right-click the module and select the "Module Properties" option from the displayed menu. You can also double-click on the module.

5. Select the "Prompts" tab.

6. All previously created prompts are listed on this tab. To add a new TTS prompt, click "Add" and select "Add TTS" in the displayed menu.

7. To edit the existing prompt, double-click a line in the "Prompts" tab.

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8. The TTS window will open.

9. You will see the following options: Default language Text Say as Format Advanced mode The text terms which you have added to the prompt are displayed in the left side of the "TTS Builder" window. The controls for the prompt creation are placed in the right side of the TTS Builder. At the bottom of the TTS Builder you can see the text of a voice message that will be generated. Note: Five9 recommends limiting the use of TTS to dynamic information within a prompt, rather than a long prompt message. Each time TTS is used, a system resource is occupied for the duration of the TTS message. When dynamic information is needed within a prompt, it is possible to use prompt files before and after the dynamic information that will be conveyed using TTS. Following this recommendation will ensure that TTS resources are more likely to be available for subsequent callers.

How to Create Voice Message Using TTS Builder


Follow the instructions below to create a voice message in TTS Builder (simplified mode).

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1. Select the language of the message from the drop-down menu.

2. By default, the text term is already added to the prompt. If it is not entered, you can add it by clicking "Add" and selecting "Add Text" from the displayed menu.

3. Type the text of the prompt into the "Text" area. You can use <CTRL> + V to paste the text from the Clipboard.

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4. Select the "Say as" option to configure the characteristics of this text term. The pronunciation of the text term will depend on your choice. Read more in Text Element.

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5. Your message can contain more than one text term and each of them can be configured separately. To create pauses between sentences, you can add "Break." Read more in Break Element.

6. The duration of the break can be selected using "Strength" in the predefined drop-down menu or you can set the duration using the "Time" control.

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7. To return to the text, click on the text in the left pane.

8. You can add a variable by clicking on "Add" and selecting the "Add Variable" item from the dropdown menu. Read more in Variable Element.

9. Then choose a variable from the appropriate drop-down menu. You can select: User Variables (BUFFER) Contact Variables (same as Contact Fields, see VCC Configuration: Contact Fields) System Variables (CRM_ID, DATE, DAY, INPUT, LAST_AGENT_EXTENSION, LAST_AGENT_NAME, SWI_LITERAL, TIME_ZONE, TIME) Agent Variables (Agent.first_agent, Agent.full_name, Agent.id, Agent.user_name) Call Variables (Call.ANI, Call.DNIS, Call.bill_time, Call.campaign_id, Call.campaign_name, Call.comments, Call.disposition_id, Call.disposition_name, Call.end_timestamp, Call.handle_time, Call.hold_time, Call.length, Call.number, Call.park_time, Call.queue_time, 763

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Call.session_id, Call.skill_id, Call.skill_name, Call.start_timestamp, Call.type, Call.type_name, Call.wrapup_time) IVR Variables (IVR.error_code, IVR.error_desc, IVR.last_module, IVR.last_state) User CAV Variables (user-defined call variables)

You can also define the text value.

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10. To remove a text item, select it in the left pane and click on "Remove."

11. When you finish entering the text of the message, you can test how the message will sound. For this purpose, click "Test."

12. You may need to wait for a few moments.

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13. After clicking "Test," enable the "Play control" to play, pause, or stop the voice message.

14. If you need to make changes to the text of the message, click "Test" again to play the voice message. 15. After you finish, click "OK."

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Text-To-Speech (TTS)

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About Text-To-Speech (TTS)


Text-to-Speech (TTS) functionality allows you to create a voice prompt from text using different voice characters available from the library. The use of TTS is the only way to provide your customers with dynamic voice messaging being used in the IVR scripts. For example, you can provide the inbound customers with information about their account balance using the IVR script which asks the customer to enter their account number. Then the script queries the database to get the current balance and finally generates the voice message with the customers balance amount which is played to the customer. It is not recommended that you use this functionality as the main way to create voice messages for your customers. The voice messages generated by TTS have a computer-colored voice sound, and it is not suitable for extended messages. It is recommended that you record live voice messages and then combine the final messages using the TTS only to say the values of variables. For the example described above, tone would build the voice message as follows: 1. Record the phrase "Your balance is" in a sound recorder and upload it to the system. Then, during the creation of the prompt combine this voice message with a TTS message that will play the balance amount.

To create the voice prompts from the text, use the TTS Builder. It can be accessed from:

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1. The "Add Prompt" dialog when you add a new prompt to the "Prompts" (see About Prompts).

2. IVR modules which have the "Prompts" tab in their properties (see IVR Modules).

Read more in: TTS Script Builder Preparing Prompts Using Text-to-Speech (TTS).

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General Information
TTS Script Builder
The TTS Script Builder is designed to prepare the rendered text for the TTS engine. The text may consist of fixed (predefined) pieces of text and of variables content. The Builder can be used in one of the following modes: Advanced Mode Simplified Mode (Default) The only difference is allowing the SSML text to render with explicit use of the SSML tags. The "Advanced Mode" checkbox is used to switch between modes. The following image shows how the TTS Script Builder looks in "Simplified Mode."

USING THE TTS BUILDER INTERFACE

The "TTS Script Builder" dialog consists of the three main panels: 770

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Bottom Panel - The bottom panel shows complete text cleared from any structuring insertions (xml tags). This is a read-only text box intended for easy control and navigation purposes. Clicking on a word in the panel causes the selection of the left panels string, which contains the word (which in turn selects a substring in the bottom panel).

Left Panel - The left panel contains a table where each "elementary" piece of text (term) is placed in a separate row. Clicking on a string displays the element settings in the right panel.

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Right Panel - The content of the panel is defined by the selected term type. After you add a new element, you can define the options for this element in the right panel. If you select an already created element in the left panel, the element's settings will be displayed in the right panel.

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See the below example of how it would look after clicking on some position between "simple" and "service" words in the bottom pane. The corresponding string is selected in the left panel and the settings for this "Text" element are displayed in the right panel.

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See also: Simplified Mode Advanced Mode

Simplified Mode
The following figure demonstrates TTS Builder window in "Simplified Mode." It is the default mode when the "Advanced Mode" checkbox is unselected.

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The "Simplified Mode" allows you to add only three main elements (if the TTS Builder is launched from an "IVR Module Properties" window): Text Element Break Element Variable Element

If the TTS Builder is activated from the "Add Prompt" dialog in the "Prompts" folder, only substrings and pauses are available: Text Element Break Element

These elements can be added by using the "Add" button. Note: You can add more elements in the "Advanced Mode." See TTS Builder In Advanced Mode.

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Advanced Mode
Switching on the "Advanced Mode" checkbox turns the TTS Builder into the advanced mode. With this setting it is possible to improve the sound quality of the prompts by rendering the text with the SSML (Speech Synthesis Markup Language) tags. An example of the TTS screen in "Advanced Mode" is shown below.

In this mode, the left panel contains the SSML tags along with "text," "variable," and "break" elements. The tags should be visually distinguished from the "term" elements (in the figure the last ones are displayed in Bold). The tags appear in pairs (opening tag has the symbol ">" attached to the end of its name, closing tag is marked by leading "<"). Clicking on a string with the opening or closing tag should select whole strings between them (shown red in the figure), so selecting the tag means selecting all enclosed elements. An additional column with checkboxes serves to select elements that need to be included inside a new tag pair. The customer can switch on several subsequent elements (e.g. "Dear," $Salutation, $first_name, $last_name) and press the "Add" button. After selecting the "Add sentence" command from the menu, the newly created pair s>/<s will appear around the selected terms (see the figure). Note: Use the <CTRL> or <SHIFT> keys to select more than one term. The "Advanced" mode allows you to add the following elements: Text Element Break Element Variable Element Additional elements listed below. 776

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The set of tags available for adding depends on the "including" and "included" tags. Note: Each of the tags can include the text, variable, and break elements. Note: Each of the tags can be applied to the "root" level elements. Command Element Purpose Identifies the enclosed text as a paragraph. Identifies the enclosed text as a sentence. Parents voice, prosody Children voice, prosody, emphasis, s voice, prosody, emphasis

Add Paragraph p

Add Sentence

p, voice, prosody

Add Prosody

prosody

Specifies prosodic p, s, voice, emphasis, information for the enclosed prosody, emphasis prosody, voice, text. p, s Specifies that the enclosed text should be spoken with emphasis. Specifies voice characteristics for the spoken text. p, s, voice, voice, prosody, prosody, emphasis emphasis

Add Emphasis

emphasis

Add Voice

voice

p, s, voice, prosody, emphasis

p, s, voice, prosody, emphasis

Elements

BREAK ELEMENT

The Break element can be added in both Simplified Mode and Advanced Mode. 777

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The "Break" element is an empty element that controls the pausing or other stress and intonation patterns between words. The use of the "Break" element between any pair of words is optional. If the element is not present between words, the synthesis processor is expected to automatically determine a break based on the linguistic context. The alternative attributes in this element are "Strength" and "Time." The corresponding panel contains the options for the attributes selection, the "Strength" drop down box, and the "Time" entry field. The last two controls are enabled with the corresponding selections. The "Strength" combo box has the following possible values. Duration in ms of the pause (for reference only). x-weak - 100 weak - 200 medium - 400 strong - 700 x-strong - 1200 The "Time" field explicitly specifies the duration of a pause to be inserted in the output in milliseconds (ms). It can contain a non-negative integer. The spin button has a 250 ms step.

EMPHASIS ELEMENT

The Emphasis element specifies that the enclosed text should be spoken with emphasis. This element can be added in the Advanced Mode of TTS Builder. Element tag: emphasis Parents: p, s, voice, stress and intonation, emphasis Children: voice, stress and intonation, emphasis The "Emphasis" element requests that the contained text be spoken with emphasis (also referred to as prominence or stress). The synthesis processor determines how to render emphasis since the nature of emphasis differs between languages, dialects, or even voices. The attributes are as follows: Level - The optional level attribute indicates the strength of emphasis to be applied. Defined values are as follows "strong," "moderate," and "reduced." The default level is "moderate."

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PARAGRAPH ELEMENT

The Paragraph element identifies the enclosed text as a paragraph. It can be added in the Advanced Mode of TTS Builder. Element tag: p Parents: voice, stress and intonation Children: voice, stress and intonation, emphasis, s The sentence ("s") and paragraph ("p") tags have just one optional parameter, language. The right panel contains the "Language" checkbox which enables or disables the drop down menu with the supported set of languages.

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PROSODY ELEMENT

The Prosody element specifies stress and intonation information for the enclosed text. This element can be added in the Advanced Mode of TTS Builder. Element tag: prosody Parents: p, s, voice, prosody, emphasis Children: emphasis, prosody, voice, p, s The "Prosody Element" permits the control of the speaking rate and volume of the speech output. The attributes, all optional, are as follows: Rate - A change in the speaking rate for the contained text. Legal values are: "x-slow," "slow," "medium," "fast," "x-fast," or "default." Volume - Legal values are as follows: "silent," "x-soft," "soft," "medium," "loud," "x-loud," or "default."

SENTENCE ELEMENT

The Sentence element identifies the enclosed text as a sentence. This element can be added in Advanced Mode of TTS Builder. Element tag: s Parents: p, voice, prosody Children: voice, prosody, emphasis The sentence ("s") and paragraph ("p") tags have just one optional parameter, language. The right panel contains the "Language" checkbox which enables or disables the combo box with the supported set of languages.

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TEXT ELEMENT

The Text element can be added in both Simplified Mode and Advanced Mode.

For the text term, the panel contains the text box (allowing the text editing), the "Say as" combo box, and the "Format" combo box. The "Variables," "Say as," and "Format" combo boxes are related to the selected variable. The following table describes the relations between the variables type, "say-as" interpretation, and formats supported by TTS engine. A warning will be displayed if the improper formatting is selected for the entered text.

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Say as acronym

Format N/A

Comment
Sequences of letters and/or digits are spoken as "words" whenever this is considered natural in the target language. E.g. NATO, UNESCO for English. Otherwise, letters and digits are pronounced individually. E.g. API for English. Use detail "strict" to force spelling mode. In that case punctuation is also spoken (e.g., speaking a comma as "comma"). Acronym with detail "strict" is equivalent to "letters" with detail "strict". Used for postal addresses. Supported if relevant in the target language. Roman cardinals are often supported.

Data type
STRING

address cardinal

N/A N/A

STRING INTEGER STRING CURRENCY NUMBER

currency

N/A

Contained text is a currency amount (the currency symbol may be present in the enclosed text). Supports currencies as commonly specified in the country corresponding to the target language. For example, $, and .for US English.

INTEGER STRING

date

d, dm, dmy, m, md, mdy, my,y, ym,ymd

DATE STRING

decimal

N/A

Same as "number" with format "decimal". Use of the separator for the integral part is optional. E.g. 123456.123 and 123,456.123 are

NUMBER

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pronounced in the same way for US English.

INTEGER

digits

N/A

Numbers must be read digit by digit. Decimal periods or commas NUMBER should be pronounced as well. Same as "number" with format "digits". INTEGER TIME STRING INTEGER

duration

h, hm, hms, m, ms, For example: "duration" with format "hms" is read out as <h> hour(s), s <m> minute(s), and <s> seconds

fraction

N/A

Same as "number"; with format "fraction". E.g. to pronounce"1/3" as one third. Pronounce alphanumerical strings as a sequence of individual letters and/or digits. With detail "strict" punctuation is also spoken (e.g. speaking a comma as "comma"). Letters with detail "strict" is equivalent to "acronym" with detail "strict". For true spelling of all readable characters, use the "interpret-as" value "spell".

STRING

letters

N/A

STRING

measure

N/A

A variety of units (e.g., km, hr, dB, lb, MHz) is supported; the units STRING may appear immediately next to a number (e.g., 1cm) or be separated by a space (e.g., 15 ms); for some units the singular/plural distinction may not always be made correctly. Interpret a string as a proper name if possible. "email" can be used for email addresses. STRING STRING INTEGER NUMBER STRING

name net number

N/A email, uri

cardinal, decimal, Only formats relevant in the target language are supported. All the format values are supported as interpret-as values as well, behaving digits, fraction, the same for either syntax. See the table entries for those aliases for ordinal, telephone more details.

ordinal

N/A

If relevant, see the language-specific User Guide for a list of the supported formats. Same as "number" with format "ordinal".

INTEGER

spell

N/A

The characters in the contained text string are pronounced as individual characters.

STRING

telephone N/A

Supports telephone numbers as commonly specified in the country STRING corresponding to the target language. See the language-specific User INTEGER Guide for a list of the supported formats. Use detail="punctuation" to speak punctuation (e.g. speaking a dash as "dash").

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time

h, hm, hms

The hour should be less than 24, minutes and seconds less than 60; AM/PM is read out only if explicitly specified. See the languagespecific User Guide for a list of the supported formats. This biases the rendering of "word" strings towards speaking them as words instead of pronouncing them as strings of individual letters and digits. However, the characters of a "word" may still be uttered individually for particularly difficult to pronounce character sequences. Meant for acronyms to be read as words.

TIME STRING

words

N/A

The text should be split up if some of the words require applying a special treatment. In our example, the phone number "(650) 876-5432" is a separate text element because we want to apply "say as telephone" rule to it.

VARIABLE ELEMENT

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The Variable element can be added in both Simplified Mode (in IVR Modules properties only) and Advanced Mode. The "Variables," "Say as," and "Format" combo boxes correspond to the selected variable. Read more about "Say as" and "Format" options in Text Element.

VOICE ELEMENT

The Voice element specifies voice characteristics for the spoken text. This element can be added in Advanced Mode of TTS Builder. Element tag: voice Parents: p, s, voice, stress and intonation , emphasis Children: p, s, voice, stress and intonation, emphasis

All parameters of the "voice" tag are optional: Language - Contains the set of available languages. Gender - Has possible values "male" and "female." Name - Specifies a voice from the set of available voices. Variant - Is used for changing the voice (without complete specification of other parameters, for example, male "voice variant 1" and male "voice variant 2").

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outines
Preparing Prompts Using Text-to-Speech (TTS)
To create voice prompts from text, follow the instructions below. Read more about the TTS feature in the "Text-to-Speech" module.
HOW TO ACCESS TTS BUILDER

Option 1 - accessing TTS Builder from the "Add Prompt" dialog TTS Builder can be accessed from the "Add Prompt" dialog box when you add a new prompt in the "Prompts." Read more in Managing Voice Prompts. Follow the instructions below. 1. Right-click "Prompts" and select the "Add Prompt" menu item. You can also select "Prompts" and click on "Add Object."

2. In the "Add Prompts" dialog, select the "Prepare using TTS" option and click on the "..." button to open the "TTS Builder" window.

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3. The TTS window will open.

4. You will see the following options: Default language Text Say as Format Advanced mode

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Option 2 - Accessing TTS Builder from the IVR modules properties, the "Prompts" tab 1. To open the new "IVR Script" window, right-click the "IVR" folder and select the "Add IVR Script" option from the menu. You can also select the "IVR Scripts" folder and then click on the "Add Object" button in the toolbar.

2. Right-click the IVR Script name in the List pane (right side of the screen) and choose "Edit" from the displayed menu.

As a shortcut, you may double-click the IVR Script to open the IVR Script Designer. 3. The following modules can have prompts: Play Module Get Digits Module Input Module Menu Module 788

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Lookup Contact Record Module Query Module System Info Module Conference Module Voice Input Module Skill Transfer Module Agent/Voicemail Transfer Module

4. Drag-and-drop the necessary module to the work area. Right-click the module and select the "Module Properties" option from the displayed menu. You can also double-click on the module.

5. Select the "Prompts" tab.

6. All previously created prompts are listed on this tab. To add a new TTS prompt, click "Add" and select "Add TTS" in the displayed menu.

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7. To edit the existing prompt, double-click a line in the "Prompts" tab. 8. The TTS window will open.

9. You will see the following options: Default language Text Say as Format 790

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Advanced mode The text terms which you have added to the prompt are displayed in the left side of the "TTS Builder" window. The controls for the prompt creation are placed in the right side of the TTS Builder. At the bottom of the TTS Builder you can see the text of a voice message that will be generated. Note: Five9 recommends limiting the use of TTS to dynamic information within a prompt, rather than a long prompt message. Each time TTS is used, a system resource is occupied for the duration of the TTS message. When dynamic information is needed within a prompt, it is possible to use prompt files before and after the dynamic information that will be conveyed using TTS. Following this recommendation will ensure that TTS resources are more likely to be available for subsequent callers.
HOW TO CREATE VOICE MESSAGE USING TTS BUILDER

Follow the instructions below to create a voice message in TTS Builder (simplified mode). 1. Select the language of the message from the drop-down menu.

2. By default, the text term is already added to the prompt. If it is not entered, you can add it by clicking "Add" and selecting "Add Text" from the displayed menu.

3. Type the text of the prompt into the "Text" area. You can use <CTRL> + V to paste the text from the Clipboard.

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4. Select the "Say as" option to configure the characteristics of this text term. The pronunciation of the text term will depend on your choice. Read more in Text Element.

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5. Your message can contain more than one text term and each of them can be configured separately. To create pauses between sentences, you can add "Break." Read more in Break Element.

6. The duration of the break can be selected using "Strength" in the predefined drop-down menu or you can set the duration using the "Time" control.

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7. To return to the text, click on the text in the left pane.

8. You can add a variable by clicking on "Add" and selecting the "Add Variable" item from the dropdown menu. Read more in Variable Element.

9. Then choose a variable from the appropriate drop-down menu. You can select: User Variables (BUFFER) Contact Variables (same as Contact Fields, see VCC Configuration: Contact Fields) System Variables (CRM_ID, DATE, DAY, INPUT, LAST_AGENT_EXTENSION, LAST_AGENT_NAME, SWI_LITERAL, TIME_ZONE, TIME) Agent Variables (Agent.first_agent, Agent.full_name, Agent.id, Agent.user_name) Call Variables (Call.ANI, Call.DNIS, Call.bill_time, Call.campaign_id, Call.campaign_name, Call.comments, Call.disposition_id, Call.disposition_name, Call.end_timestamp, Call.handle_time, Call.hold_time, Call.length, Call.number, Call.park_time, Call.queue_time, 794

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Call.session_id, Call.skill_id, Call.skill_name, Call.start_timestamp, Call.type, Call.type_name, Call.wrapup_time) IVR Variables (IVR.error_code, IVR.error_desc, IVR.last_module, IVR.last_state) User CAV Variables (user-defined call variables)

You can also define the text value.

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10. To remove a text item, select it in the left pane and click on "Remove."

11. When you finish entering the text of the message, you can test how the message will sound. For this purpose, click "Test."

12. You may need to wait for a few moments.

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13. After clicking "Test," enable the "Play control" to play, pause, or stop the voice message.

14. If you need to make changes to the text of the message, click "Test" again to play the voice message. 15. After you finish, click "OK."

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IVR

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About IVR (Interactive Voice Response)


The IVR is a device for handling calls for Inbound and Autodial Campaigns. IVR capabilities offer easy-to-use call routing which enables incoming calls to be sent to appropriate agents based on availability or skill, and allow calls to be forwarded to a third party in cases where it is after-hours or no agents are available. The IVR is used to : Answer calls. Provide instructions to callers (pre-recorded, text-to-speech messages). Accept caller input (DTMF and speech input). Make decisions for call routing. Transfer calls to agents, voicemail, or other destinations. Lookup data (Contact records, external resources). Assign data to variables. etc. Speech Recognition functionality can be included into IVR scripts. See About Speech Recognition.

IVR and Campaigns


All Inbound Campaigns use IVR Scripts to manage calls. You will receive an error message if you attempt to start an Inbound Campaign without an associated IVR Script. An IVR Script is not integral to a campaign and can be assigned to multiple campaigns. Additionally, multiple IVR Scripts can be scheduled for use by the same campaign.

IVR Parts
The IVR Script can include: IVR Script consisted of linked IVR Modules Variables (optional) Default Properties (optional)

IVR Reporting
IVR reports reveal information about what happened in the IVR.

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Recordings created by the IVR can be available through Reports, assuming the IVR Script is set to Keep as Recording. To access the IVR information in Reporting, use the IVR Data Source.

Functions
The major functions over the IVR Scripts are: Creating IVR Scripts, Configuring IVR Scripts, Associating Campaigns. The IVR Script is created in the "IVR Scripts" folder in the Navigation Pane. The "IVR Scripts" screen contains two columns: IVR Script Name Description

The Visual IVR Script designer allows you to create/change IVR Scripts from IVR modules by using the visual tools. 800

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After the script has been created, you can access its properties by selecting "View Properties of" from the right-click menu.

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After you configure the script, you can add it into your Inbound Campaign or Autodial Campaign. See Managing IVR Scripts Schedules.

IVR Scripts are saved and configured separately from individual campaigns. You can use the same script for multiple campaigns, or link IVR Scripts together as subroutines without having to create a single complex script for each campaign. You can export an IVR Script to a file on your local PC. This file can then be imported into a created empty IVR Script. Using this feature, you can utilize the created IVR Script for a different campaign with some changes. The import/export feature can be utilized by call centers running multiple campaigns and/or with multiple clients, to import or export IVR Scripts between campaigns. See Exporting/Importing IVR Scripts.

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General Information

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IVR Script Properties


The IVR Script properties window can be accessed by selecting the "View Properties of" option from the IVR script right-click menu in the "IVR Scripts" folder. The window contains the "General" tab.

In the "General" tab you can see the following options: IVR Script Name - This value cannot be edited. It is specified once when the IVR script is created. Description - The description of the IVR script added to the "Description" text area will identify the purpose of this script. The description is shown on the "IVR Scripts" screen together with the script name. Max time in IVR - Setting to prevent unintended "infinite loops configured in an IVR script from keeping calls in the IVR for an indefinite amount of time. Associated Campaigns - Here you can view all campaigns that use this script. You can not remove the script while any of the campaigns are using it. See also: Associating Campaigns. Invoked By Scripts - Here you can see all IVR scripts which run this script. See also: Invoking Scripts. Edit - By clicking on this button you can view or edit the IVR Script. See also: Configuring IVR Scripts.

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IVR Script
An IVR Script routs incoming calls using the logical functions of IVR modules. You can add custom greetings and prompts to provide instructions to the callers, route the calls based on the digits entered by the caller, etc. An IVR Script is automatically followed by running Inbound (Autodial) Campaigns associated with this IVR script. When a call is answered by the script, it automatically moves the caller from one module to the next, processing the call as designed by your script, until it is transferred to an agent, voicemail, or another destination. See also: Autodial IVR Script Types.

Visual Representation
The IVR Script is created in the "Script" tab in the IVR script properties window. The "Script" tab provides the IVR Script Designer. Each module representation includes: Icon Label (can optionally be hidden) Connector Ports Module relationships and order are presented as arrows which connect the icons. Each module has its properties specified (Configuring IVR Modules). Below is an example of a ready IVR Script. The script plays a message and then transfers to any available agent:

The following script is a more complex example:

Connector ports
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IVR modules can be connected to each other by connector ports using the Visual IVR Script Designer. The modules can be connected in a series, one after another:

Several modules can follow one module. For example, the "If/Else" and "Answering Machine" modules have two output ports.

The "Case" module has one output per each "Case" branch.

Termination modules have no output ports. An example is the "Hang Up" module:

Other modules have one output port.

EXCEPTION PORT

The module execution can cause errors and exceptional situations. For example, a request for external data may not be answered for a specified timeout, a contact record may not be found in the database, etc. For handling these exceptional conditions, there is an additional "error" exit from the modules. Most of the modules have an "exception" port. For example, the "Voicemail Transfer" module can have the following exceptions: "Transfer to voicemail cannot be executed" and "Wrong agent or skill information in Variable (Agent/Skill can not be found)." The "Hang Up" module does not have any exceptions.

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Using the exception port is optional. If no action is specified for the exception, then it is ignored and the main exit is used. __ERR_CODE__ variable will contain the value from the previous module. The error codes can differ for each IVR module. Error codes can be found in topics describing a particular IVR module.

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Complex Flows
Using the Editor, you can create IVR Scripts from simple announcements to complex multi-prompt interactive customer service menus.
JOINING BRANCHES

You can link one branch into another branch in order not to repeat the same modules for each branch.

LOOP

It is possible to form loops by connecting a module to a previous module. Loop with exit by condition (like WHILE) looks like:

A loop with predefined number of iterations (like FOR) will require defining a loop counter variable by user and using an expression within a "Set Variable" module to increment/decrement it:

See also: Example: Creating an IVR Loop.

Functions
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To create/edit a call flow, you can use the Visual IVR Script designer. Read more in Using The Visual IVR Script designer.

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Visual IVR Script Designer


To build an IVR Script, use the IVR Script Designer. The Designer is accessed by selecting "Edit" from the displayed menu in the "IVR Scripts" folder. You can use the following interface elements: Modules toolbar - Modules toolbar - The toolbar lists the IVR module icons which can be used for creating your IVR Script. Mouse-over the icon to view the module name. Read a description of each module in IVR Modules. Working area -The white space where you can visually construct your IVR Script using the module icons and connectors. If your scheme is too long, the vertical/horizontal scrolling opens. See also: IVR Script. Note: The IVR window can be resized. To resize the window, place the cursor at the intersection of the horizontal bar and the vertical bar at the bottom right corner and click and drag to the size you need. Additional pane - The pane is used for post-disconnect handling. For example, using the Query Module and Web2Campaign, abandoned callers can be added to an outbound campaign for a callback. Or, a Contact Records fields could be updated with Abandoned=TRUE, which would be used to identify records that should be included in an outbound campaign (functions in reporting can automatically add these contacts to a list).

The above is an example of a simple IVR script. This script plays a message and then transfers the call to any available agent. See more details on creating the IVR script in Using The Visual IVR Script designer. Also see IVR Script.

You have a number of options available in the main menu.


ACTIONS MENU

Import/Export - IVR Scripts can be exported to create backups of currently-running scripts, or to save a script that is not yet completely configured. Read more in IVR Script Export/Import, Exporting/Importing IVR Scripts. Clear - Allows you to remove all elements from the working area except the "Incoming Call" icon. Save - Checks if your script is workable. If there are no errors, then the Script will be saved to the database and you can close the designer. If some errors have been found in the script, then you will see an error notification such as this:

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Close - You can close the designer only if the Script has been saved.

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SCRIPT MENU

Variables - This menu item opens the "Variables" window which shows the script variables, allows defining and initializing of variables. Read more in Variables. Default Properties - This menu item opens the "Default Properties" window which allows you to configure the script's default properties for the Text-To-Speech editor and for the data access. Read more in Default Properties.

Read more in: IVR Script Managing IVR Scripts IVR Modules Using The Visual IVR Script Designer

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Variables
A Variable is a field, the value of which can be utilized in your IVR Script, TTS Prompt, Connector URL. A variable is comprised of name and value, which can vary. These elements contain three attributes: name, type, and value. By assigning information to variables, you can store and manipulate temporary data within the IVR. Variables are essential parts of a script. They are accessible in all of the scripts modules. You can store call-attached data in the form of variables that may be used in later parts of the IVR Script or integrated into the text-to-speech messages. You can assign customer data to variables. Variables are used to hold values you want to keep for later processing at the time of the script execution. When you request the external web server for some information, you will probably want to use the result of that request somewhere else in your script.

Variable types include: User Variables - User defined variables. Such variables have local scope and are accessible only by the script where they were defined. The __BUFFER__ variable is created automatically in each script. Note: You are allowed to create script variables with names which include Latin letters, digits, and underscores, starting from a letter or underscore. If a script created before version 8.0 uses variables which do not satisfy above rule, no renaming is required. Call Variables (Call.ANI, Call.DNIS, Call.bill_time, Call.campaign_id, Call.campaign_name, Call.comments, Call.disposition_id, Call.disposition_name, Call.end_timestamp, Call.handle_time, Call.hold_time, Call.length, Call.number, Call.park_time, Call.queue_time, Call.session_id, Call.skill_id, Call.skill_name, Call.start_timestamp, Call.type, Call.type_name, Call.wrapup_time). See About Call Variables. User Call Attached Variables (CAV) - User-defined call variables. Call Attached Variables (CAV) is a set of key-value pairs that are associated with a call and is available for retrieving until completion of the call, i.e. until the call will be dispositioned. Call Attached Variables are accessible from the IVR by the agent that a call is routed to, by the agent that a call is transferred to, by agents who are consulted or conferenced into the call, and from the IVR again in cases where a call is transferred back to the IVR, etc. Call Attached Variables are created by users. While IVR variables as temporary local variables used within an IVR Script, Call Variables are global variables that will often be permanent, meaning they can be stored in the database for reporting purposes. Read more in About Call Variables. Contact Variables (same as Contact Fields, see VCC Configuration: Contact Fields) System Variables (CRM_ID, DATE, DAY, INPUT, LAST_AGENT_EXTENSION, LAST_AGENT_NAME, SWI_LITERAL, TIME_ZONE, TIME) Agent Variables (Agent.first_agent, Agent.full_name, Agent.id, Agent.user_name) IVR Variables (IVR.error_code, IVR.error_desc, IVR.last_module, IVR.last_state)

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Data Types
Each IVR variable declared by a user has one of the predefined types. Types are introduced only for the purpose of simplifying data consistency control. String Number Date Date/Time Currency Boolean Percent Email URL Phone Duration Find more information in Data Types.

The following are ways of assigning values to a variable while using IVR: By specifying initial value in variables definition screen. See Managing Variables. From scheduler (for "upper level" script). See Managing IVR Scripts Schedules. From calling procedure (if the script is invoked by other script). See Invoking Scripts. By using the "Set Variable" IVR module. As user input. Through internal database dip (for Contact variables). In result of request to web server. See Remove Data Access.

NULL VALUE

Variables of any type which were not initialized by any of the above options have a special NULL value. It is possible to assign NULL value to a variable, or check if a variable is NULL using the "If/Else" module. Using of NULL values is not defined for logical expressions, and results in exception in corresponding modules ("If/Else" and "Case" modules).

Functions
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You can use predefined variables or create your own. Custom variables can be created and used to store temporary data. You can manage variables in the "Variables" window opened in the IVR Script properties window (the "Script" menu). Read more in Managing Variables. While creating TTS Prompts, you can type text phrases and insert contact, call or system variables within the text. Read more in Preparing Prompts Using Text-to-Speech (TTS). You can find an example with variables here: Example: Creating an IVR Loop.

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Default Properties
The "Default Properties" window is accessed by selecting the appropriate menu item from the "Script" menu in the IVR Script properties window. Here you can configure the default properties of the script for the Text-To-Speech editor and for the data access.

TTS - Default parameters for the Text-To-Speech editor. Voice - Here you can select the default voice character which will be used to create audio messages from the text. Data Access - In the "Data Access" area you can configure the default parameters which will be used to access the data (in the "Query" module). The following parameters should be configured for "Data Access:" URL - Type a URL address. Method - "GET" and "POST are available. Fetch timeout - Enter a value in seconds. Script type - Select from "ASP," "PERL," "PHP" depending on the Web server. Script path - Click on the dots (...) button to select a directory to which the generated script shall be saved. Read more in Remove Data Access.

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Recorded Files
Several IVR modules can collect audio information. These modules are: Input Module ("Record User's Input as Audio File" option) Menu Module ("Record User's Input as Audio File" option) Conference Module ("Make Recording of the Conference" option) Voice Input Module The audio files gathered by the modules can be processed by the following: Skill Transfer Module Agent / Voicemail Transfer Module Voicemail Transfer Module Hangup Module These modules have the "Action for Recorded Files" menu. You can select the following actions for the recorded files: Keep as Recording - Associates the recording with the call and makes it available for reporting. Send to Agent - Routes the recording to the agent that receives the call, as voicemails (not Hangup Module). Delete - Deletes the recording.

There are two purposes for using audio files: 1. Call post-processing - When the information cannot be gathered using DTMF or speech recognition (name, street address, etc.), it can be recorded using the "Voice Input" module and delivered to the agents. The recordings are transformed into Voicemails with an ability to be delivered as Skill Voicemails. 2. Regular recordings - The callers input is saved as audio files. Agents will not have an access to the files in this case. This option can be used if you do not need to convert the recorded information into the "written form. For example, "regular" recordings can be useful for surveys. The recordings can also help administrators to debug their IVR scripts and finetune the choices configured in a Menu module.

How to access the recorded files


1. If the "Send to Agent" option is selected in IVR script, then the audio file become available to the agent. The agent can access the recordings with "Play Audio File" panel. Recordings are marked in the prompt list as "IVR Recording: <IVR Module Name>. They are acceptable only at the time of the call they are associated with.

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2. Assuming the IVR Script is set to "Keep as Recording mode, recorded audio files gathered via IVR modules are transformed into "recordings" (not Voicemails). They are available via Reports and saved on FTP server with a unique file name based on the campaign's applicable recording file naming convention, appended with "_<Recording ID>." Note: The "Voice Input" module name is a reference of the audio file that will hold the recording.

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Remote Data Access


You have access to external data sources from the IVR Scripts to extend the IVR power and system usage. Use the Query module within an IVR Script to integrate an external data source for caller-related information. IVR request is a single URL that uses: HTTP GET request methods - All input parameters are appended to the request with ampersands & HTTP POST request methods - Allows for arbitrary length data of any type to be sent to the server. The IVR creates the URL during a script execution and sends it to a web server. The web server responds by returning the XML-encoded response directly. The default options for data access is defined in the Default Properties window opened from the IVR script properties window (the Script menu).
FORMAT OF WEB RESPONSE

When the IVR does a GET/POST response on some resource, it needs to get something back which conveys required data. To represent the information, it uses XML with the simple structure demonstrated below:

Names and types of returned variables are declared in Variables. Note: It is often required to return more than one set of output data. In this case there can be several <variables> elements in the response. <error> element can contain such fields as code and description. These values will be assigned to system variables __ERR_CODE__ and __ERR_DETAILS__. The following status codes can be returned by GET/POST: Method Status Codes Description 200 - OK 301 - Moved Permanently 410 - Gone 819

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STUB GENERATION

One way to receive requested data on the web server side is to run a script (ASP, PHP, JSP, etc., depending on the web server), which will request database information, receive information from web sites, etc. As a result of script execution, the above described XML should be formed and sent back to IVR. It is the user's responsibility to write a script or a program of another type but with the same functionality. TThe script "stub", or skeleton, is provided below. A stub can contain: static pieces of code necessary comments about data types code for checking input and output data correctness code for output generation

SECURITY CERTIFICATES

Web request supports both normal and secure (HTTPS) sessions with a web server. For secure connections, the system keeps a set of certificates for each customer. This set can be supported from the Administrator UI (the "Actions" menu in Administrator application Configure window The Certificates tab). Read more in Installing Security Certificates.

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IVR Script Export/Import


The IVR Script Designer includes options to export and import your IVR Scripts. Use this feature to make periodic backups of your IVR Scripts and to save IVR Scripts that are in progress. The import/export feature can be utilized by call centers running multiple Campaigns and/or with multiple clients to import or export IVR Scripts between Campaigns. You can export/import a ready working Script or half-finished one. The export/import function works with the flow chat, variables, and default properties. Notice: Autodial IVRs are NOT compatible with standard inbound campaign IVRs. If you are using standard Five9 Inbound Campaigns, you cannot use Autodial IVRs in an Inbound Campaign and you cannot use inbound IVRs in Autodial. You can call the export/import functions from the IVR Script Designer, the "Actions" menu. Read more in Exporting/Importing IVR Scripts.

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IVR Modules
IVR Module is a script with predefined behavior. Each IVR module has a specific purpose or function for controlling the call. An IVR Script is a chain of linked modules. When a call is answered by the script, it automatically moves the caller from one module to the next, processing the call as designed by your script, until it is transferred to an agent, voicemail, or another destination.

Module Types
There are three categories of IVR modules designed to be used at the start, middle, or end of a script. 1. Start - There is only one start module, called "Incoming Call." It is used at the beginning of the script to accept the incoming call and transfer it to the next module. 2. Middle - The second type of module occupies the middle of the script and is used for playing recorded prompts, accepting digits from the caller and making decisions. For example, the "Play Module" plays a greeting or prompt to the caller. 3. End - The third category deals with the termination modules. These modules are used to end a branch of the IVR script. For example, "Hang Up" and "Agent/Voicemail Transfer."
START MODULE

Incoming Call Module - Always used as the first module in a script. It accepts the connected call.
MODULES USED IN THE MIDDLE OF A SCRIPT

Play Module - Use this module to play a recorded message or a voice prompt that gives instructions to a connected party. Get Digits Module - Use this module for reading digits entered by a connected party. For example, if your initial message asks, "for more information, press "1" to be connected to an agent." Input Module - Use this module to analyze spoken caller input or DTMF for short phrases. Menu Module - Use this module to configure multiple branches based on spoken input or DTMF selections made by the caller. If / Else Module - Use this module for branching based on one or more "if" questions. For example, if the connected party presses "1," transfer to an agent, otherwise, play a message. Case Module - Use this module for selecting from multiple branches based on the values of one or more variables. For example, the BUFFER variable may contain the value "1, which is associated with the Sales branch in a Case module that follows a GetDigits module that prompts: "For Sales, press "1"." Set Variable Module - Allows you to set variable(s) to specific value(s). Foreign Script Module - Use this module to run another IVR Script. 822

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Answering Machine Module - Enables branching if the system detects an answering machine. This module uses the "Perform Call Analysis" setting in the "General" tab. For Autodial Campaigns, this is usually the first module after "Incoming Call." When a call is connected, checks if it is an answering machine. If so, plays a recording. If not, plays a different recording, transfers to an agent, etc. Lookup Contact Record Module - Use this module to retrieve data from a field in the connected partys Contact Record (from the list). This information can be used for making decisions about how to handle the call. Contact Update Module - Use this module for writing data to a field in the Contact Record, and to attach a contact record to a call for a subsequent screen pop with an agent. Query Module - Use this module to query data from an external web service, e.g. to integrate a data source of caller-related information. System Info Module - Use this module to retrieve Users or Skills based on their properties. Iterator Module - Use this module to move through the set of contact records received by the "Lookup Contact Record" module, or system objects received by the "System Info module. Set DNC Module - The module places the callers phone number on your domains local Do Not Call list. Voice Input Module - Use this module to capture a callers speech and save it as a call recording. Conference Module - Use this module to enable one caller to enter phone numbers and automatically call other parties to add them to a conference call. Agent/Voicemail Transfer Module - Use this module to transfer a call to a specific agent, to any available agent, or to voicemail. If transferred to an agent or any available agent you can set a queue time. You must select a voicemail user account to receive the call if the queue time expires. Skill Transfer Module - Use this module for transferring the call to one or more skill groups. If the call is transferred to an agent in a skill group, the IVR Script is complete. You can set a queue time if no agents are available. The connected party will hear hold music and configured in-queue announcements while waiting for an agent.
TRANSFER AND TERMINATING MODULES

3rd Party Transfer Module - Use this module to transfer the call to any phone number outside your Virtual Contact Center. Do not enter a "1" in front of the number. Extension Transfer Module - Use this module to transfer to an agent based on the extension entered by the caller. This module will play the prompt "Please enter the extension of the party you wish to reach," accepts the digits entered by the caller and transfers the call. Extensions must be four digits. Voicemail Transfer Module - Use this module to transfer a call and/or voice input recordings to a skill or agent voicemail and to end the IVR Script. Hangup Module - Use this module to disconnect the call and end the IVR script.

Modules Properties/Options
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Each module has a number of options that can be configured. Read more in Configuring IVR Modules. There are two common configuration options available in most IVR modules - "Module Name" and "Dispositions."
MODULE NAME

Every IVR module has a default name. You can change the name to something more descriptive explaining the modules specific function in your IVR. Doing this will help with reporting because module names are recorded in the "IVR PATH" column in some reports allowing you to view the IVR path for every call. The IVR path is listed most of the standard IVR reports. When a call is delivered to an agent from a "Skill Transfer" module, the module name is displayed in the "Incoming Call" screen pop-up. Therefore, it is useful to make this a descriptive name allowing agents to see which IVR branch the caller selected.
MODULE PROMPTS

Several IVR modules have internally extended execution times. You can play prompts while the following modules are executed: Play Module Get Digits Module Input Module Menu Module Lookup Contact Record Module Query Module System Info Module Conference Module (You can control what prompts are played during different events that occur when users interact with this module.) Voice Input Module Skill Transfer Module (Prompts are called Announcements. You can use rules to configure announcements.) Agent/Voicemail Transfer Module These modules have the "Prompts" tab on their interface. In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. Interruptible - Stops playing the prompt as soon as the background operation is completed, or the caller provides additional input. Exit the module in case of a prompt exception - indicates whether the IVR should move to the next module if there is an error in retrieving or playing a prompt.

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MODULE DISPOSITIONS

Some modules include the "Dispositions" tab. A default disposition is listed but you can change this to any disposition you create or any system disposition. The purpose of IVR dispositions is to provide reporting on where the caller disconnected in the IVR flow. Note: The disposition will only be used if the call is terminated (disconnected) in the module.

You can now think of dispositions in two categories: Agent dispositions - Used when a call is connected to an agent. IVR dispositions - Automatically recorded by the system when a call is disconnected during the IVR flow. "IVR Dispositions" have the same configuration options as "Agent Dispositions." Features such as "Send Email Notification" and "Add to DNC" still work even if the disposition is set by the IVR.

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IVR Modules

Incoming Call Module


The "Incoming Call" module is the initial module of the IVR script. This module is already in the working area for new IVR Scripts. You do not need to add it. The "Clear" button removes all modules and relations except the "Incoming Call" module.

PROPERTIES

General tab Module Name - The only module field. Read the description in IVR Modules.

ERROR CONDITIONS

Condition

Error Code 2200

Description

DATA_RESTRICTION_VIOLATION

Data type or restriction violation

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Play Module
Plays a prompt or greeting to callers. This module can be placed anywhere in the IVR to play a message or ask for input. Prompts can be selected for each "Play" Module. Note: Files selected in "Play" modules must be saved in the "Prompts" folder. See an example use here: Example: Creating Of Basic IVR Script, Example: Using an Agent Extension in an IVR.

PROPERTIES

General tab Module Name - Read the description in IVR Modules. Interruptible Prompt - Select this option when your prompt asks for input from the caller, such as "press 1 for sales" or when you want to allow a termination digit. When using "Interruptible Prompt," the "Play" module should always be followed by "Get Digits" or "Input. However, since the GetDigits module also supports prompts, it is recommended to use the GetDigits module when caller input is expected. Maximum Number of Digits - This parameter is only available when using "Interruptible Prompt." Set it to the number of keys the caller has to press to make an entry. For example, if your prompt says "press 1 for Sales, 2 for Support, or 3 for Billing," the maximum number of digits should be 1. If you are asking for a four digit extension, the max number of digits should be 4. When the maximum number of digits is entered, the prompt stops and the caller is moved to the next module. This is the recommended configuration since most callers make their selection before the prompt completes. Termination Digit - Allows the caller to press either # or * to exit the prompt. For example, "To bypass this message, press #." Select "N/A" to disable the ability to exit the prompt. Clear User Input - Erases any digits pressed prior to entering the module. In most cases, you do not want the "Play" module to act on digits entered before the caller hears their options. It is recommended that you leave this option selected.

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Prompts Tab In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules.

Dispositions Tab See IVR Modules.

ERROR CONDITIONS

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Condition

Error Code 1600 1601

Description

PROMPT_DOESNOT_EXIST ANSWERMACHINE_DETECTION_IN_PROGRESS

Invalid prompt name Cannot perform operation while answer machine detection is in progress Data type or restriction violation

DATA_RESTRICTION_VIOLATION

2200

Get Digits Module


Use the "Get Digits" module to accept digits entered by the caller. The "Get Digits" module will read the callers entry into the buffer or a variable so that it can be used for routing the call as defined in the IVR. If prompting the caller to make an entry, use "Get Digits" with one or more configured prompts inside the module. When the "Get Digits" module receives the correct digits, the IVR Script will move to the next module. The result of the "Get Digits" module can be assigned to a string or integer variable. See an example use here: Example: Creating Of Basic IVR Script, Example: Using an Agent Extension in an IVR, Example: Creating an IVR Loop.

PROPERTIES

General Tab Module Name - Read the description in IVR Modules. Target Variable - This option contains the variable that will store the caller input. There is a default variable for the caller input (__BUFFER__) or you can select a call variable or contact field. Also, you can create a set of custom variables for an IVR script on the "Variables" tab of the IVR Script properties window. Input Format - This option contains the format template for the caller input. Maximum Number of Digits - When the "Get Digits" module receives the maximum number of digits, the IVR Script will move to the next module. 830

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Termination Digit - Similar to the setting in the "Play" module. This option allows a caller to bypass the entry and move on. Max Silence (secs) - The length of time the module will wait between digits if max number of digits is more than one. Does not apply if the maximum number of digits is set to 1. Max Time to Enter Digits (secs) - The total length of time the module will wait for the caller to make an entry based on a prompt. If the entry is not complete in the length of time selected, the call moves to the next module. Clear User Input - In most cases, you should unselect the "Clear User Input" checkbox. When the "Get Digits" module follows a "Play" module, you do not want to clear the buffer because the callers input will be erased if the entry was made during the Play module. If a caller hears the option they want while listening to a prompt in the "Play" module, they usually make their selection before the prompt completes. Then the call should be passed to a "Get Digits" module. At this point, we do not want to erase the selection made in the "Play" module.

The Input Format options for entering data are listed below: Variable DATA type Date User Input MMDDYY MMDDYYYY DDMMYYYY Time HHMM HHMMP

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Currency

$...$CC $...$

Prompts tab In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules.

Dispositions Tab See IVR Modules.

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ERROR CONDITIONS

Condition INVALID_USER_INPUT NO_USER_INPUT DATA_RESTRICTION_VIOLATION

Number 1050 1051 2200

Description Invalid user input No user input Data type or restriction violation

Input Module
The "Input" module can be used to analyze spoken caller input or DTMF for short phrases, so that the call will follow the appropriate branch in the IVR application. It can be used in a similar way as the Get Digits Module. The meaning of the speech input is assigned to a variable. The phrase recognition is based on pre-defined grammar. You can use the 833

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"Input" module to obtain the following types of information from callers: numbers currency credit cards (numbers, expiration dates) zip codes social security numbers phone numbers dates time boolean phrases (Yes/No) etc. The module includes contingencies for "No Input" and "No Match"; administrators can configure the number of attempts and prompts for such cases. Note: This module is only available for users who purchase the IVR with Speech Recognition product. IVR recordings are delivered via FTP in the same way as agent recordings. They can be sent either in a batch or one by one, depending on how the user has configured it. The naming convention of the files sent to the FTP server depends on whether the user (admin) has checked the box "Set Name of Recording to Session ID During Transfer" or not for a given campaign. If the box is not checked, then the IVR recording file names will have this format: <phone number> by <agent name> @ <time of call><IVR module name>.wav If the box is checked, then the IVR recording file names will have this format: <call session ID> @ <time of call><IVR module name>.wav Where: <phone number> = ANI for inbound call, DNIS for outbound call <agent name> = name of agent who served the call, this applies to agent recordings only, and is populated with r;nobody for IVR recordings. <time of call> = time call started <call session ID> = call session ID <IVR module name> = Name of IVR module where the recording was captured

PROPERTIES

general tab Module Name - Read the description in IVR Modules.

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Variable - The recognized value will be saved as the variable. The variable name can be selected from the drop-down menu. The supplied variables list is divided into the following sections: User Variables (__BUFFER__), User CAV Variables (Agent.first_agent, Agent.full_name, etc.). Grammar - A speech recognition grammar to return the appropriate meaning for the selected variable. It describes the type of information you are going to collect. Each grammar has one or several properties that can be configured. Each grammar may have additional returned values that can be configured. For details, see Speech Recognition Grammars. Boolean - Accepts a yes/no utterance from the caller. Ccexpdate - Understands the expiration date on a credit card. Creditcard - The grammar is capable of understanding any commercial credit card adhering to the ISO standard numbering scheme. Currency - The currency grammar collects currency using Dollars and Cents. Accepts dollar amounts such as "ten dollars, "ten dollars and fifteen cents, and "ten fifteen. MEANING: contains a string in the following form: <currency><main unit amount><dot><subunit amount> Date - Accepts a date spoken in any of several formats. Digits - Recognizes a continuously spoken string of up to 20 digits (that is, the caller is not required to pause after each digit). Number - Accepts quantities such as "ten, "one hundred and forty, "five hundred sixty one point five, "negative five, and "minus four point three. Phone - Accepts 7- and 10-digit North American phone numbers as well as threedigits numbers ending in 11 (e.g., "911). An optional "1 can be placed before the 7- or 10-digit numbers. Socialsecurity - Understands 9-digit US Social Security numbers. Time - Accepts spoken time-of-day utterances from the caller. Zipcode - Recognizes valid United States ZIP Codes in either five- or nine-digit format. Properties - The grammar parameters that you can control what speech recognition engine is expected. The default values can be changed. Each grammar has its number of properties to be configured. Appl - Checkbox, indicates whether the property is enabled. Property - Property name. Value - The setting for the property. The default value can be changed. Additional Returned Values - After recognizing the expression, the application saves its MEANING to the selected variable. In addition to MEANING, other keys (for example, actual spoken phrase) can be returned by the engine. The retuned keys depend on the selected grammar. Return Key Variable to Save Value - By default, the returned key is ignored. You can select a variable from the drop-down list to assign the key value to. 835

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Max Attempts - When there is an error (no match) for speech recognition, you can reprompt up to the selected number of times, for example 3 times. Both NoInput and NoMatch events are considered as input attempts. DTMF Help Button - You can accept help input using DTMF (the phone keypad). By default, the "star" (*) key is selected. Record User's Input as Audio File - Check this option if you want to save the voice input as an audio file. The recording can be retrieved via reports. See also: Recorded Files.

Prompts tab In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules. Interruptible - If the option is enabled, the module stops playing the prompt as soon as the background operation is completed. Count - Number of times to repeat the prompt. 836

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Events Tab There is event handling in the "Input" module. Using the "Events" tab, you can indicate what the system must do in case of NoMatch, NoInput, and Help events.

Recognition Confidence Threshold (%) - By default, 60. When the engine receives a voice input, it determines a confidence level of recognizing caller input. Depending on whether the caller has an accent, whether the phone connection is high- or low-quality, the confidence score can vary from 1 to 100%. This threshold indicates when to treat as a successful recognition of the caller's input and when to treat it as an invalid input (No Match). If the confidence threshold is set too high, there can be a large number of no matches for speech recognition. To add and configure an event, click on "Add." To view/change event handling properties, highlight an event and click "Edit." The event properties window will open.

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You can define the following settings: Event - Select an available event name from the drop-down menu. NoMatch - The speech recognition engine hears the caller's input but it cannot find a match with any phrase in the grammar. (Phrase has not been recognized, or incorrect phone key has been pressed). NoInput - The speech recognition engine does not hear any caller input. No callers activity has been detected during the specified timeout. Help - The event is a result of callers help request. By default, it is activated by "Help phrase (in case of speech recognition) or pressing the help (default: "*) key (if DTMF input is activated) defined in the "General" tab. Count - For each count value, a different action can be configured. Doing so will allow for handling multiple errors of the same kind in different ways. For example, the first time a NoMatch event is received, the module could reprompt the caller, and the second time a NoMatch event is received, the IVR could exit the module. Count can be any number >0 (1 is provided by default). The count is incremented for any event, so if a sequence of events was received as follows, the action taken would correspond to the configured action for NoMatch where Count=3: NoInput, NoInput, NoMatch. Action - Indicates to the system what to do what this event occurs. From the drop-down menu, select an action to be fulfilled. Reprompt - Repeat the prompt message(s) from the "Prompts" tab (according to Prompt count) and return to input. Continue - Repeat an input attempt.

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Exit - The Exit action will force the exit from the "Input" module, down the "error branch (the bottom of the module). The module is exited even if the max number of attempts has not been reached. The "error branch should be linked to subsequent IVR modules to handle exceptions that cause the Exit action; otherwise, the normal exit branch will be used. Prompt - The prompt functionality is exactly the same as in other parts of the system where you use TTS Builder. click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder.

Confirmation Tab You can configure the confirmation prompt to verify if the system has recognized the caller speech correctly. If a caller confirms the input, the IVR leaves the module and proceeds with the next one. Otherwise, the customer is returned to the initial set of prompts for the module. A temporary (the module-scope) variable $__SWI_LITERAL__ used in the prompt contains a callers choice as it has been recognized by Speech recognizer. On the "Confirmation" tab, you can define the following options: Confirmation Required - Confirmation prompt will be played each time after the caller's input is provided. If Confidence Level Less Than - The confirmation prompt will be played if confidence level is low in order to confirm that the engine understands what the caller is saying. Not Required - No confirmation prompt is enabled. Confirmation Dialog - Confirmation settings. Max Attempts to Confirm - The maximum number of times allowed to enter the confirmation answer (e.g., the caller says "1 or presses "1). If the number of attempts to confirm is exceeded, an exception NOT_ENTERED is fired and an execution is passed to the next module. No Input Timeout (sec) - If the caller provides no input during this time interval, then "NoInput" event occurs. Prompt - The prompt which explains confirmation options. A combination of TTS and prompt files can be used, in the same manner as with other prompts. Example: "You said $__SWI_LITERAL__. Say "Yes" or press "1" if it is correct. Otherwise, say "No" or press "2." Events - Event handling for the confirmation. You can indicate actions if the "NoMatch," "NoInput," "Help" events occur during confirmation. See the "Events" tab description. Predefined values are shown in the following table: Event NoInput NoMatch Message Action

I cannot hear you. reprompt Incorrect input. reprompt 840

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Help

reprompt

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Disposition tab If the caller is disconnected when this module is running, you can define a disposition here. See IVR Modules.

ERROR CONDITIONS

Condition

Error Code 1900

Description

INPUT_NOT_CONFIRMED_OR_NO_INPUT

User is not entered or not confirmed the input Max number of attempts is reached 842

ATTEMPTS_MAX_NUMBER_REACHED

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DATA_RESTRICTION_VIOLATION

2200

Data type or restriction violation

Menu Module
You can use the "Menu" module to configure multiple branches based on selections made by the caller. The "Menu" module can be used to analyze spoken caller input and compare it to expected phrases, so that the call will follow the appropriate branch in the IVR application. It can also branch based on digits entered by the caller. When linking from the "Menu" module, you should use the appropriate link point to select one of the available branch names. You must configure an independent branch for each case. The "Menu" module runs using its own grammar rather than using the predefined ones provided by the Input Module. . It functions similarly to the combination of a Get Digits Module and subsequent Case Module. Usage sample:

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administrators can configure the number of attempts and prompts for such cases. Note: This module is only available for users who purchase the IVR with Speech Recognition product.

PROPERTIES

general tab The "Menu" module can support both DTMF and Speech inputs from callers. However, in some cases, it may be preferable to solely use one type of input or the other, and the checkboxes enable the ability to enable/disable each input individually. Module Name - Read the description in IVR Modules. Use Speech Recognition - Enables the speech input from callers. Auto-Generate DTMF - Enables the usage of phone keys for choosing menu alternatives. If this option is checked, it is possible to use user-defined key assignment, or delegate the assignment (starting from 1, to first 9 elements) to the module. Record User's Input as Audio File - Check this option if you want to save the voice input as audio file. This is useful for evaluating how well your grammar matches callers spoken phrases. The recording is available via reports. See also: Recorded Files. Max Attempts - The total amount of unsuccessful answer attempts, after which an exceptional module exit is activated. When there is an error ("No match") for speech recognition, you can re-prompt up to the selected number of times, for example 3 times. Save Value in Variable - By default, the returned value is not saved. You can determine if to save the callers input in a variable, so that you could use it later in your IVR. The value can be saved in STRING variable. Check the option to select a variable from the dropdown list to assign the value to. User Variables (_BUFFER_) - Custom variables created in the "Variables" tab of the IVR Script properties window. _BUFFER_ is the default variable for the caller input. System TTS Variables (__dtmf, __prompt) - Variables which relate to Text-ToSpeech engine. User CAV Variables (Agent.first_agent, Agent.full_name, etc.) - The fields which are present in the contact database as variables. Menu Choices - The table describes alternatives the caller will make selection from. You can configure several different grammar items. They will be shown in this table. In the "Choice" column, the configured grammar items are represented. Its columns are as the following: Choice - Contains phrases which activate the actions described in the second column. The phrases can be specified explicitly as a text, or by specifying a variable name (variables of any type are allowed). It is allowed to use "arrays" (results of such modules as Query and Contact Lookup) by specifying a module name and field. The content of the column can be used in auto generated prompt, and used for forming grammar for speech recognition. Action - Used to define which module exit should be activated in case of successful recognition of the corresponding alternative. Note: For all alternatives specified by "Arrays," only one exit can specified. In this 844

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case, switching can be done using a special Case module, following the Menu module. DTMF - If DTMF use is specified by the corresponding checkbox ("Auto-generate DTMF"), the column contains assigned to each alternative phone keys. It is allowed to use auto-assignment - "Auto" is displayed the column in this case and the keys are assigned from 1 to 9 automatically.

HOW TO CREATE A MENU CHOICE

To configure the "Menu" module, a grammar item (menu choice) should be created. To create a menu choice, follow the instructions below. 1. Go to the "Branches" tab and add all necessary branches by clicking on the "Add" button.

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2. Go to the "General" tab. 3. Click on the "Add" button to add a new grammar item.

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4. The "Choice" dialog will load.

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5. Configure the grammar item settings: Choice - A value used as a choice can be taken as a pre-defined string ("Value" radio button), or as a variables value ("Variable" radio button). Enter a constant value or select a variable from the list. Value - Type a value manually. Variable - Select one of the available variables from the drop-down list. The combobox associated with the "Variable" option contains all string variables. The list is sorted by variable type: User Variables (_BUFFER_) - Custom variables created in the "Variables" tab of the IVR Script properties window. _BUFFER_ is the default variable for the caller input. System TTS Variables (__dtmf, __prompt) - Variables, which relate to Text-To-Speech engine. User CAV Variables (Agent.first_agent, Agent.full_name, etc.) The fields which are present in the Contact database as variables. Module Match - Configure if to look for an exact match or an approximate match. Appr - The grammar is built in a way which allows saying extra words after the required ones or saying words in a different order than they occur in the choice phrase. If the option is selected, then the choice may be matched when a user says a sub-phrase of the expression. Example: The prompt: "For apple juice, say "Apple or press "1, for orange juice 848

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say "Orange or press "2. It allows a user to say "Apple, please or "Apples, of course instead of strictly "Apple. DTMF - Define what DTMF digit should correlate with the grammar menu option. You can specify a specific phone key [0-9#*] or <Auto>. Auto - The option automatically numerates the Menu options in the list of choices: each option with <Auto> will correspond to the previous options key plus 1. The key is automatically chosen among free buttons [0-9]. Example: The prompt: "For apple juice, say "Apple or press "1, for orange juice say "Orange or press "2. "1 and "2 are assigned automatically if <Auto> is specified for the options. On Recognition/DTMF - Define which branch to take or to which event action to proceed. Note: The "No Match" branch is used when the comparison does not match one of the available options. For example, if you prompt for "1" or "2" and the caller says/presses "3," or does not input anything at all, the call will use the "No Match" branch. Leave Module - All branches from the "Branches" tab are listed plus "No Match" branch. Through Event - See the "Events" tab description. 6. Click "OK."

Example When the caller interacts with the "Menu" module and speaks a phrase that include the word "support," the module will follow the "Technical Support" branch.

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PROPERTIES (CONTINUED)

Branches tab You can define your branches on the "Branches" tab. When your branches are defined, then you can add the grammar listing items to correspond to that particular selection.

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Prompts Tab The tab allows specifying set of prompts and selecting their usage during the modules execution. Click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules. Interruptible - Stops playing the prompt as soon as the background operation is completed. Count - Minimum number of times the user must repeat the input for the prompt to be spoken. Any number > 0. Default value is 1.

TTS Enumerate TTS (enumerate) is a special kind of prompt elements which opens usual text-to-speech configuring window, with two additional variables: _prompt and _dtmf (if DTMF is switched on) available in Variable selection combo box. The Enumerate element is an automatically generated description of the choices available to the users. It specifies a template that is applied to each choice in the order they appear in the menu. A default template is shown initially when the Enumerate is adding, but the user can change the text. If DTMF usage is specified, the prompt generator will prepare corresponding prompt it taking into an account. 851

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Events Tab There is event handling in the "Menu" module. Using the "Events" tab, you can indicate what action to take in case of "NoMatch," "NoInput," and "Help" events. Default event handlers with default prompts simplify the configuring work. See description of the "Events" tab in Input Module. The only difference is an ability to use Enumerator in the "Menu" module prompts.

Recognition Confidence Threshold (%) - By default, 60. When the engine receives a voice input, it determines a confidence level of recognizing caller input. Depending on whether the caller has an accent, whether the phone connection is high- or low-quality, the confidence score can vary from 1 to 100%. This threshold allows to define when to treat as a successful recognition of the caller's input and when to treat it as an error. If the confidence threshold is set too high, there can be a large number of no matches for speech recognition. To add and configure an event, click on "Add." To view/change event handling properties, highlight an event and click "Edit." The event properties window will open.

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You can define the following settings: Event - Select an available event name from the drop-down menu. NoMatch - The speech recognition engine recognizes the caller's input but it cannot find a match based on the grammar. NoInput - The speech recognition engine does not understand or does not hear what the caller provides. Help - The caller presses the Help button on his keypad. Count - Select the number of time to fulfill the action. Action - Indicates to the system what to do what this event occurs. From the drop-down menu, select an action to be fulfilled. Reprompt - Repeat the prompt message(s) from the "Prompts" tab. Continue - Go on to the next module. Exit Prompt - The prompt functionality is exactly the same as in other parts of the system where you use TTS Builder. click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder.

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Confirmation Tab You can configure the confirmation prompt to verify if the system has recognized the caller speech correctly. If a caller confirms the input, IVR leaves the module and proceeds with next one. Otherwise, the customer is returned to menu choice (Count is reset to 1). A temporary (the modulescope) variable $_SWI_LITERAL__ contains a callers choice, and can be used in TTS prompts.

On the "Confirmation" tab, you can define the following options: Confirmation Not Required - No confirmation prompt is defined. Required - Confirmation prompt will be played each time after the caller's input is recognized. If confidence level less than - The confirmation prompt will be played if confidence level is low in order to confirm that the engine understands what the caller is saying. Confirmation Dialog - Confirmation settings. Max Attempts to Confirm No Input Timeout (sec) - If the caller provides no input during this time interval, then "NoInput" event occurs. Prompt - Example: "You said $__SWI_LITERAL__. Say "Yes" or press "1" if it is correct. Otherwise, say "No" or press "2." Events - Event handling for the confirmation. You can indicate actions if the "NoMatch," "NoInput," "Help" events occur during confirmation. See the "Events" tab description. The predefined set of prompts for the confirmation events are represented in the table:

Event NoInput NoMatch Help

Message I cannot hear you. Incorrect input.

Action reprompt reprompt reprompt

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Disposition tab If the caller is disconnected when this module is running, you can define a disposition here. See IVR Modules.

ERROR CONDITIONS

Condition

Error Code 2000

Description

NO_CHOICES_TO_CHOOSE

Menu module has no choices to choose, possible referenced data is not initialized Data type or restriction violation

DATA_RESTRICTION_VIOLATION

2200

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If / Else Module
The "If/Else" module allows you to switch the script execution depending on a specified condition. It is possible to set a complex logical expression that uses both variables and constants. To configure this module, you need to set the variables and conditions to be checked. The "If/Else" module creates two branches in your IVR. If the condition is "True," the flow will use the "If" branch. If the condition is "False," the flow will use the "Else" branch. When linking from this module, you should use the appropriate link point to select the "If" branch or the "Else" branch. Note: If you need to branch on more than one condition, use the "Case" module. See an example use here: Example: Creating Of Basic IVR Script, Example: Creating an IVR Loop.

PROPERTIES

general tab The module will check the condition you have created on the "General" tab. If the condition is "True," the call will use the "If" branch. If the condition is "False," the call will use the "Else" branch. Module Name - Read the description in IVR Modules. Condition Grouping Expression

Buttons: Add - Used to create a condition. Remove - Used to remove the condition from the module configuration. 857

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Edit - Used to change the condition. Up/Down - The order of conditions can be changed by clicking on the "Up" and "Down" buttons.

HOW TO CREATE A CONDITION

To configure the "IF/Else" module, the condition for comparison should be created. To create the condition, follow the instructions below.

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1. Click on "Add."

2. The "Condition" dialog will load.

3. Select a "Variable" to be compared with "Constant" or another "Variable." Choose a "Comparison Type" from the drop-down menu. 4. Click on "OK."

Notice: You can create more than one condition and join them by AND or OR logical operations. 859

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For example, if the caller presses "1," transfer to an agent. Otherwise, go to voicemail.

The set of Comparison operations and types of compared values are displayed in the following table: Type of Left Variable INTEGER Comparison types Equals Less than More than IsNull NUMBER Equals Less than More than IsNull CURRENCY Equals Less than More than IsNull STRING Equals Like RegExpr IsNull DATE Equals Less than More than IsNull TIME Equals Less than N/A TIME (in the specified internal format) N/A DATE (in the specified internal format) N/A STRING ("Like" supports wildcards "%" and "_". "RegExp" - standard regular expressions) N/A CURRENCY N/A NUMBER Type of Right Variable INTEGER

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More than IsNull N/A

ERROR CONDITIONS

Condition

Error Code 1300

Description

INVALID_VALUE_IN_CONDITION

Failed to calculate condition with given invalid arguments Data type or restriction violation

DATA_RESTRICTION_VIOLATION

2200

Case Module
Use the "Case" module to branch based on digits entered by the caller, or other criteria that you can set through the variable option. This module usually follows after the "Get Digits" module. You can use the "Case" module to configure multiple branches based on selections made by the caller. When linking from the "Case" module, you should use the appropriate link point to select one of the available branch names. You must configure an independent branch for each case. The "No Match" branch is used when the comparison does not match one of the available options. For example, if you prompt for "1" or "2" and the caller presses "3," or does not press anything at all, the call will use the "No Match" branch.

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See an example here: Example: Creating Of Basic IVR Script, Example: Creating an IVR Loop.

PROPERTIES

general tab Module Name - Read the description in IVR Modules. Variable - Use the Variable for comparisons. If the "Case" module uses the "Get Digits" module, then this variable can be the one that stores the caller input. You can use the default variable for the caller input (__BUFFER__) or you can select the fields which are present in the contact database as variables. Also, you can create a set of custom variables for a script in the "Variables" tab of the IVR Script properties window. Condition Type Value/Variable Branch Name

Buttons: Add - Used to create a condition. Remove - Used to remove the condition from the module configuration. Edit - Used to change the condition. Up/Down - The order of conditions can be changed by clicking on the "Up" and "Down" buttons.

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HOW TO CREATE A CONDITION

To configure a branch, follow the instructions below. 1. Click on "Add."

2. The "Condition" dialog will load.

3. Enter the "Branch Name," choose the "Comparison Type," and set the constant or variable that will be compared with the variable that you have chosen in the "General" tab. Names are only used as identifiers in the IVR and are limited to 10 characters.

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4. Click on "OK."

5. You can add as many branches as you need. The example below shows three branches. If the value is "1" the call uses the "Sales" branch. If "2" the "Support" branch is used. If the value is "0" the call uses the "Operator" branch.

ERROR CONDITIONS

Condition

Error Code 1300

Description

INVALID_VALUE_IN_CONDITION

Failed to calculate condition with given invalid arguments Data type or restriction violation

DATA_RESTRICTION_VIOLATION

2200

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Set Variable Module


The "Set Variable" module allows you to set the variable(s) to a specific value(s). Typically, it is used in conjunction with the "IF" or "CASE" modules to test the value of one variable, and then set the value of another variable for a subsequent Web request or a routing decision. You can find an example of using this module in Example: Creating Of Basic IVR Script, Example: Creating an IVR Loop.

PROPERTIES

Module Name - Read the description in IVR Modules. Table Variable Assigned Variable, Constant, or Function

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HOW TO ADD A VARIABLE

1. Click on "Add."

2. The "Assignment" window displays the following fields: Variable - The variable name can be selected from the drop-down menu. Type - See description in Variables. Description Assigned Value Constant Variable - See the description in Variables. Function - See the description below. NULL - See the description in Variables.

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3. Click on "OK."

Functions A limited set of pre-defined functions is proposed for most common data operations. Note: Variable Types are described in Variables. Type of Left Variable INTEGER Function Name SUM Arguments Comment Exceptions

INTEGER, INTEGER

Sums arguments

Arg1 or Arg2 is NULL

DIFFERENCE INTEGER, INTEGER

Subtracting of second argument from first one Returns product of the arguments Divides first argument by second one Number of days between two dates

Arg2>Arg1, Arg1 or Arg2 is NULL

PRODUCT

INTEGER, INTEGER INTEGER, INTEGER

Arg1 or Arg2 is NULL

QUOTIENT

Arg2=0, Arg1 or Arg2 is NULL Arg2>Arg1, Arg1 or Arg2 is NULL

DIFFERENCE DATE, DATE

DIFFERENCE TIME, TIME

Number of seconds Arg2>Arg1, 867

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between two Times Arg1 or Arg2 is NULL NUMBER SUM NUMBER, DIFFERENCE NUMBER PRODUCT QUOTIENT CURRENCY, CURRENCY Arg1 or Arg2 is NULL

CURRENCY SUM DIFFERENCE PRODUCT

Arg1 or Arg2 is NULL

CURRENCY, INTEGER CURRENCY, INTEGER STRING, STRING Concatenates two strings DATE, INTEGER Returns date from Arg1 incremented by Arg2 days TIME, INTEGER Returns time from Arg1 incremented by Arg2 seconds

Arg1 or Arg2 is NULL

QUOTIENT

Arg1 or Arg2 is NULL

STRING

CONCAT

Arg1 or Arg2 is NULL

DATE

ADD

Arg1 or Arg2 is NULL

TIME

ADD

Arg1 or Arg2 is NULL

ERROR CONDITIONS

Condition

Error Code 1100 2200

Description

VARIABLE_ERROR DATA_RESTRICTION_VIOLATION

Incorrect operation with variable Data type or restriction violation

Foreign Script Module


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Use the "Foreign Script" module to run another IVR Script. This module will invoke the specified script instead of the current script. The variables of the newly loaded script can be initiated with values from the current script as specified in the module properties.

PROPERTIES

General Tab Module Name - Read the description in IVR Modules. Called Script - Select the foreign script that should be invoked.

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Parameters Tab Select parameters that should be passed to the foreign script and variables that should store the script's return.

PASS/RETURN CONTACT VARIABLES FROM THE CALLED SCRIPT - INDICATES WHETHER THE CONTACT VARIABLE VALUES SHOULD BE PASSED TO/RETURNED FROM THE CALLED SCRIPT. ERROR CONDITIONS

Condition

Error Code 1150

Description

CANT_ASSIGN_ARGUMENTS

Could not assign arguments while calling foreign script Data type or restriction violation

DATA_RESTRICTION_VIOLATION

2200

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Answering Machine Module


"Answering Machine" is an IVR module intended for use in to Autodial campaigns. This module uses the "Voice Detection Level" set in the "General" tab to determine if the connected call is an answering machine or a live person, and routes calls based on the detection. Answ.Machine - This branch is used when the system has determined the connection is a recording/answering machine. Live Person - Used when the system has determined the connected call is a live person. In most Autodial scenarios, "Answering Machine" is the second module in the IVR, immediately after Incoming Call. Because answering machine greetings vary in length, the "Answering Machine" module provides the ability to detect the answering machine tone before proceeding to the next module. When the tone is detected, the IVR will move to the next module - typically a Play module to play a recorded message. Note: If the "Answering Machine" module is not used, the beginning of the recorded message will be cut off while the answering machine greeting is played. There are rare cases when the answering machine tone is not detected. To manage these situations, the "Answering Machine" module provides an option to specify how long to wait for the answering machine tone. The default is 20 seconds. To modify the setting, open the module properties.

PROPERTIES

General tab Module Name - Read the description in IVR Modules. Wait For Answering Machine Tone Maximum Wait Time (secs) - Used if the previous option is enabled. Set the "Maximum Wait Time" to the length of a typical answering machine greeting for your target audience. The default is 20 seconds. 871

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ERROR CONDITIONS

Condition

Error Code 1400

Description

ANSMACH_UNDEFINED

Could not determine answer machine state Fax detected Data type or restriction violation

FAX_DETECTED DATA_RESTRICTION_VIOLATION

1401 2200

Lookup Contact Record Module


Use the "Lookup Contact Record" module to retrieve data from a field in the callers Contact Record. This information can be used for making decisions about how to handle a call, and can be used by the Update Contact Record module to associate a retrieved contact record to the call for subsequent screen pop to an agent. This module branches based on "Success" (at least one contact record was found) or "Failure" (no contact record was found).

PROPERTIES

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Module Name - Read the description in IVR Modules. Lookup Record Based on Contact Fields Match - Select the contact field to be used for the lookup. It is possible to retrieve contact data based on the set of contact variables. The variables the search is based on are listed in the "Lookup record based on" field. Lookup Record Based on Condition Use Call Attached Contact Record - If the "Use call attached contact record" is selected, then the record currently associated to the call is used instead of a lookup across all contact records. If multiple Contact records match the condition Raise an Exception - If "Raise an exception" is selected, then the exception exit is activated (if there are several records satisfying the criteria). Save Number of Records to - If this option is selected, then the corresponding drop-down menu with the names of the INTEGER variables becomes available. The selected variable is set to the number of contact records that were found. Fetch Timeout (secs)

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Prompts In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules. Interruptible - Stops playing the prompt as soon as the background operation is completed.

ERROR CONDITIONS

Condition

Error Code 1200

Description

CRM_RECORD_NOT_FOUND

Contact record for given conditions does not exist More than one contact record found for given condition Advanced contact lookup result set is more than 100 records Data type or restriction violation 874

CRM_NOT_UNIQUE

1201

CRM_ADVANCED_CRITERIA_TOO_WIDE

1203

DATA_RESTRICTION_VIOLATION

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Contact Update Module


Use the "Contact Update" module to update a contact record, attach an exsting contact record, or create a new contact record. This module is typically used to attach an existing contact record to a call. The "Contact Update" mode is only applied to the currently selected contact record. It updates selected fields with values of corresponding contact variables.

PROPERTIES

General tab Module Name - Read the description in IVR Modules. Contact Record - In the contact record area, choose the action to record the updates. Update Selected Contact Record Update if it is selected, create new otherwise Create New Contact Record - A new record is created based on contact variables. A new record is considered a current record and __CRM_ID__ is changed accordingly. Do not change Contact Record Fields - Choose the fields that will be updated. Selected All Contact Variables - Choose the action for the contact variables. Do not Change Contact Variables Synchronize Contact variables with Contact Record - Allows you to set values from the DB for variables (if corresponding fields are not checked for update). Reset Contact Variables - Allows you to assign default values (empty string, 0, etc.) for all variables. Attached Contact Record Replace with Selected Contact record

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ERROR CONDITIONS

Condition

Error Code 1202

Description

CRM_IS_NOT_SELECTED

Contact Record is not selected so cannot use it Cannot add contact record as it already exists in DB Value of contact field is incorrect Data type or restriction violation

CRM_RECORD_ALREADY_EXISTS

1250

CRM_FIELD_VALUE_INCORRECT DATA_RESTRICTION_VIOLATION

1251 2200

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Query Module
Use the "Query" module to query data from an external website, for access to 3rd party web services, or to integrate an external data source of caller-related information. The Query Module provides POST support for integration with external web applications that provide data to the IVR.

PROPERTIES

General Tab Module Name - Read the description in IVR Modules. URL - Specify the URL for a call script, typically HTTP. Note: Web request supports both standard HTTP and secure HTTPS sessions with a web-server. For cecure connections you need to use certificates in cases where the external web server uses a root certificate (unsigned/self-signed public key certificate). Five9 supports importing .CRT files or enabling the r;Accept All Certificates option. Certificates can be configured in the Administrator UI ("Actions" menu in Administrator application "Configure" window "Certificates" tab). Read more in Installing Security Certificates. Method - Select the method that will be used for making a request to this website. These methods describe how the module interacts with the web services. GET POST Fetch Timeout (secs) - Define the length of time for receiving a response from the Script. The time allotted for execution of the query. Exceeding the timeout should lead to an exit from the "Query" module. Save Number of Records to - If you end up with a number of records, you can assign their number to a variable. Note: The default values are defined in the IVR script properties window / "Default Properties" tab.

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Request tab It is possible to pass one or more variables as parameters of the query. Select the parameters for the request on the "Request" tab. All parameters will be encoded and sent to the script separated by an ampersand "&" symbol.

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Response Tab Returned variables and their mapping to the "IVR Script Variables" are configured in the "Response" tab. Success - The data has been retrieved successfully - route to the following branch. Timeout - The execution of the query exceeded the timeout - route to the following branch. Failure - No records have been found - route to the following branch.

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Script Tab In this tab, select a script type and folder to save the generated script template ("stub"). Script version - Version of the program that generates default scripts (You can only use the current version). Script type - Depends on your server you will need the script written in different languages. Currently, you can generate stubs for the following languages: ASP PERL PHP If you use another language, you have to write your own script from scratch. Please use one of the previous generated scripts as an example. You do not have to use default scripts. You can use your own script, but your results should have a specific structure. <?xml version="1.0"?> <response> <variables> <var name="variable1" expr="value1" /> <var name="variable2" expr="value2" /> </variables> <error code="0" description = "" /> </response> The script can return as many parameters as you need. All parameters are loaded and retrieved using the <variables> tag. You can also pass your own error code. Use code="5" and your description to specify custom errors. Save generated script in the directory - The directory where the script will be saved. Generate - Click on this button to generate a script template for the selected language. Note: The default values are defined in the "IVR Script Properties" window/"Default Properties" tab.

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Prompts tab In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules. Interruptible - Stops playing the prompt as soon as the background operation is completed.

ERROR CONDITIONS

Condition

Error Code 1101 1102 1103 2200

Description

INVALID_RESPONSE MALFORMED_URL FAILED_TO_CONNECT DATA_RESTRICTION_VIOLATION

Invalid response from server Malformed URL Failed to connect to server Data type or restriction violation

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System Info Module


The "System Info" module can be used to retrieve Users or Skills based on their properties. The module structure is similar to Lookup Contact Record Module and Query Module: user specifies the request parameters and it returns back one or more sets of variables. If there are no records matching a request, an exception NoRecords is generated and can be caught with the modules Exceptional exit or just by checking the __ERR_NO__ variable. The returned variable(s) can be used in subsequent IVR modules. If more than one result is available, then it is possible to switch between them with an Iterator Module. Using this module, you can identify the user or skill that should receive a particular call.

You have the ability to pick a user based on: Extension First Name Last name Permission: For example, "User can transfer calls." Role Skill You can select a skill based on: Name

For users you can return: Fist name Last name Extension - The other IVR Modules (for example, the "Agent Transfer" module) can route the calls to the extension. For Skills you can return: Name

PROPERTIES

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general tab Module Name - Read the description in IVR Modules. System Object - An object to retrieve. Users Skills Lookup Condition - This field allows you to narrow a resulting set. If the lookup condition is not specified, then all objects are returned. The condition includes user-defined filter criteria, logical operations, sorting order. Returned Parameters - Specification of returned parameters and variables for holding the results. When the object has been found, the module can assign its information to a variable. Select what parameter(s) you want return and the variables to which to assign parameter values to. Buttons: Add - Used to add a returned parameter. Remove - Used to remove the parameter from the module configuration. Edit - Used to change the parameter. If Multiple Records Match the Condition Raise an Exception - If "Raise an exception" is selected, then the exception exit is activated (if there are several records satisfying the criteria). Save Number of Records to - If this option is selected, then the corresponding drop-down menu with the names of the INTEGER variables becomes available. The selected variable is set to the number of contact records to be found. The following table describes attributes which can be accessed for each of the system objects, and types of IVR variables corresponding to them. System Object User Attributes First Name Last Name Skill Role Permission Variable Types STRING STRING STRING STRING (Agent, Supervisor, Administrator) STRING (Set of existing permissions as in listed Admin application) STRING

Skill

Name

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HOW TO DEFINE LOOKUP CONDITIONS AND ORDER

Follow the instructions below to define a lookup condition for the "System Info" module. In the example below, we will look for users with enabled "User Can Transfer Calls" permission and belonging to the "Inbound Sales" skill group. 1. In the "General" tab, click on the "..." button following the "Lookup Condition" field.

2. The "Condition" window will appear.

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3. Click "Add" to create a condition criterion.

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4. The "Condition" dialog will load.

5. Define the following filter criterion settings: Attribute - Select an "Attribute" to be compared with "Constant" or another "Variable." Operator - Choose a comparison type from the drop-down menu. You can find comparison operations and types of compared values in If / Else Module. Constant - Type your own value or select a value from the drop-down list. The values in the list can be different for each type of the attributes. 888

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Variable - You can select a variable from the drop-down list. The variable list is based on settings preconfigured by administrative users. The supplied variables list is divided into the following sections: User Variables (__BUFFER__), User CAV Variables (Agent.first_agent, Agent.full_name, etc.). You can use the default variable for the caller input (__BUFFER__) or you can select the fields which are present in the contact database as variables. Also, you can create a set of custom variables in the "Variables" tab of the IVR Script properties window. 6. Click "OK."

7. A new filter criterion item appears in the list.

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8. You can add more criteria if you need.

9. Define the condition grouping settings: Condition Grouping - If you create more than one criteria, you can join them by logical operations. Any - To find objects for which any of the defined criteria are valid. All - To find objects for which all of the defined criteria are valid. Custom - Select this menu item to define a custom expression describing how to apply the defined criteria. Expression - Type an expression for the custom condition grouping.

10. Click "Add" in the "Order by" pane to define the sorting order for the returned records.

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11. Define the following sorting settings: Rank - Changed using the "Move Up" and "Move Down" buttons. Contact Field (for Users: Extension, First Name, Last Name, Skill; for Skills: Name) Order (Ascending/Descending)

Buttons: Add - Used to create an order item. Remove - Used to remove the selected order item. Move Up/Move Down - The order of the items can be changed by clicking on the "Move Up" and "Move Down" buttons. The value in the "Rank" column will change accordingly. 891

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12. Click "OK" to save the Condition.

13. The Lookup Condition appears in the "General" tab of the module.

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HOW TO DEFINE RETURNED PARAMETERS

Follow the instructions below to define the parameter(s) to be returned by the "System Info" module. In our example, if a user account with a matching both permission and skill is found, then user's extension will be assigned to __BUFFER__. 1. On the "General" tab, click "Add."

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2. The "Edit Returned Parameter" dialog appears.

3. Define the following options: Parameter (for Users: First Name, Last Name, Extension; for Skills: Name) Variable - The parameter value can be assigned to a variable. Select a variable from the drop-down list. The target variables are based on variety of settings preconfigured by administrative users. The supplied variables list is divided into the following sections: User Variables (__BUFFER__), User CAV Variables (Agent.first_agent, Agent.full_name, etc.). You can use the default variable for the caller input (__BUFFER__) or you can select the fields which are present in the contact database as variables. Also, you can create a set of custom variables in the "Variables" tab of the IVR Script properties window. Note: Using the __BUFFER__ is suitable if the module followed by the current one will use the value of the buffer. For example, route to the extension. 4. Click "OK" to save the returned parameter. 894

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5. The parameter will be listed in the "Returned Parameters" table.

6. You can add more returned parameters.

PROPERTIES (CONTINUED)

Prompts tab In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules. Interruptible - Stops playing the prompt as soon as the background operation is completed.

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ERROR CONDITIONS

Condition

Error Code

Description

NO_RECORDS

2100

SystemInfo for given conditions does not exist

SYSTEM_INFO_NOT_UNIQ

2101

More than one SystemInfo record found for given condition

DATA_RESTRICTION_VIOLATION

2200

Data type or restriction violation

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Iterator Module
Use the "Iterator" module to move through the set of contact records received by the "Lookup Contact Record" module, or the set of objects returned by the "System Info module. The Iterator module is used to select a specific contact record or object from the set of records received.

PROPERTIES

General tab Module Name - Read the description in IVR Modules. Data Set of Module Select record Next Previous First Last With number specified by Save New Record's Number to

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ERROR CONDITIONS

Condition

Error Code 1800 1801 2200 2300

Description

ITERATOR_INDEX_OUT_OF_RANGE ARRAY_IS_EMPTY_OR_DOES_NOT_EXIST DATA_RESTRICTION_VIOLATION INVALID_SKILL

Iterator index is out of range Array is empty or does not exist Data type or restriction violation Skill with specified name does not exist. It appears if the list of skills returned in a "System Info" module was empty.

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Set DNC Module


The "Set DNC" module places the callers phone number on your domains local Do Not Call list. Two typical scenarios that use the "Set DNC" module are provided below: 1. If your inbound campaign receives return calls from an outbound telemarketing campaign, you can provide the caller the option to be placed on the local "Do Not Call" list. This option avoids taking agent time to process DNC requests. 2. For Autodial Campaigns, you may want to provide an option to opt-out of future campaigns.

PROPERTIES

general tab Module Name - Read the description in IVR Modules. Variable - Select the variable that contains the phone number that should be placed on your domains local "Do Not Call" list. The menu options should all be string variables.

NOTE: THIS MODULE PLACES A SINGLE PHONE NUMBER IN THE DNC LIST. IF YOUR CONTACTS HAVE MULTIPLE PHONE NUMBERS AND YOU WISH TO PLACE THEM ALL IN THE DNC LIST, YOU MUST ATTACH THE CONTACT RECORD TO THE CALL AND EITHER UTILIZE: A) UP TO 3 SET DNC MODULES, ONE FOR EACH PHONE NUMBER, OR B) AN IVR SCRIPT THAT INCLUDES POST-PROCESSING STEPS WITH A DISPOSITION THAT IS CONFIGURED TO ADD ALL NUMBERS FOR A CONTACT TO THE DNC. ERROR CONDITIONS

Condition

Error Code 1500

Description

INVALID_NUMBER

Cannot handle number specified it's invalid

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NO_CHANNEL_AVAILABLE DATA_RESTRICTION_VIOLATION

1501 2200

No free channel is available to make a call Data type or restriction violation

Conference Module
The "Conference" module can be used to enable one caller to enter phone numbers and automatically call other parties to add them to a conference call. Once a caller enters this module, they receive a prompt and can enter a phone number. Execution of Conference module starts with playing of "On Module Entering prompt. Then the Conference module calls the entered number. When the new party is connected, it is bridged with the original call. Users can control whether they want to add more parties to the Conference by using DTMF ("* by default). During the "Conference" module execution, a conference initiator can be in one of the following states: Module Entering - The initial state, entered immediately after starting the module execution. There are no conference participants yet. The caller is listening to an instruction prompt. "No Participants state - Similar to the above. The caller appears in this state if all participants hang up. A specific prompt is playing in this state (configured in the "Prompts" tab). New Participant Adding - The caller tries to reach a new participant and include him into the conference. Conference - The caller participates in the conference call with one or more participants. The "Conference" module is not a terminating module. In any state, except "New Participant Adding," the caller has the ability to leave the conference and go to the next module. The button for leaving conference is defined by the "Digit to Leave Conference combo-box, and is "# by default. All participants are disconnected if a caller hangs up or leaves the conference.

PROPERTIES

general tab Module Name - Read the description in IVR Modules.

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Max Number of Participants - You can limit the maximum possible number of conference participants. You can define a prompt if the allowed number of participants exceeded on the "Prompt" tab. Switch to a New Participant Adding Mode - Define DTMF button to access the mode in which you can enter a new participant phone number. Digit to Leave Conference - After pressing this key, the caller exit the Conference. Make Recording of the Conference - Check this option if you want to save the conference as audio file. The recording is available via reports. See also: Recorded Files.

Participants tab Prompt - Define a prompt. The default prompt is "Please enter a ten digit phone number. When connected, press "star to add the conference participant or press "pound any time to return to the conference without adding a new participant." Max Number of Attempts - You can limit the number of attempts to enter phone number of a new participant. Events - You can define an error message and reprompt for users providing incorrect phone numbers.

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The predefined set of prompts for the phone entering events is represented in the table below. Event NoInput NoMatch Help Message I cannot hear you. Incorrect input. Action reprompt reprompt reprompt

Prompt Tab On this tab, you can precisely control what prompts are played during different events that occur when users interact with this module: On Module Entering - Defines prompt for the case when a user enters the Conference. Default TTS-generated prompt: "You can add up to three participants. Press star at any time to interrupt the conference for adding a new participant, and then follow the instructions. Press "pound to leave the conference. [pause] Press "star now to add the first participant. The prompt is interruptible only by specified keys (* or #, by default). If customer does not enter the keys for 10 seconds, the prompt is repeated. After three attempts, the module is exited with an exception. If No Participants Left - Defines prompt for the case when there are no other participants left in the Conference (the message is for the last remaining user). Default TTS-generated prompt: "There are no participants in the conference at the moment. Press "star to add a participant. Press "pound to leave the conference. The prompt is interruptible only by 902

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specified keys (* or #, by default). If customer does not enter the keys for 10 seconds, the prompt is repeated. After three attempts, the module is exited with an exception. If Number of Participants Exceeded - Defines prompt for the case when the maximum number of participants has been reached. Default TTS-generated prompt: "The allowed number of participants is exceeded. The prompt is not interruptible.

Disposition tab If the caller is disconnected when this module is running, you can define a disposition here. See IVR Modules.

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ERROR CONDITIONS

Condition

Error Code 2200

Description

DATA_RESTRICTION_VIOLATION

Data type or restriction violation

Voice Input Module


The "Voice Input" module can be used to capture a callers speech and save it as a call recording. It can play it back to the caller for confirmation, and rerecord if required. The recording can be submitted to a server as a callconnected prompt. The user is prompted to record a message, and then records it. The recording terminates when one of the following conditions is met: the interval of final silence occurs, a DTMF key is pressed, the maximum recording time is exceeded, or the caller hangs up. The recording is played back, and if the user approves it, is saved on to the server for storage. 904

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There are two purposes for using audio files created by the "Voice Input" module. See Recorded Files. Recorded audio files gathered via the "Voice Input" module can be: transformed into call recordings delivered to an agent if/when the call is routed to an agent The recordings gathered by the "Voice Input" module can be processed by the following Skill Transfer Module, Agent / Voicemail Transfer Module or Hangup Module. These modules have the "Action for Recorded Files" menu. Usage Examples: Callers provide feedback that is later transferred to an agent (using the following Skill Transfer Module); The Inbound Campaign collects callers' address information.

PROPERTIES

general tab Options on the "General" tab represent the main "Voice Input" module's properties. Module Name - This is not just the module name but also a symbolic reference of the audio file that will hold the recording. Read the description in IVR Modules. Note: The name can be used inside the IVR, in Agent UI, and reports to identify the recordings associated with a call. Max Time (sec) - The maximum duration to record. The default value is 30 seconds, after which a NoMatch exception may be generated. Prompt time is not included. Final Silence (msec) - The interval of silence (in milliseconds) that indicates end of speech. Default value is 3 000 msec. Use DTMF to Terminate Recording - If enabled, any caller's keypress stops the recording. Save User Input as Recording Post-Recording Analysis - It is possible to assign some recording characteristics to IVR script variables. You can save the following information about a recording: Duration of the Recording (msec) - You can assign a duration of the recording to a variable (integer). Save Pressed Termination Key to - You can assign the pressed DTMF (e.g. "#") key to a variable (string). This option can be selected only if the "Use DTMF to Terminate Recording" is enabled. Otherwise, the variable is assigned to empty. Generate Exception if Max Time Was Reached - If this option is enabled, then the system will generate an exception when Max Time value is reached. Max Attempts - Number of attempts before leaving the module with error code. Using this option, you can limit the number of attempts to make the recording. For re-recording, the "Max Attempts" must be higher than 1. Default value is "1."

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Prompts tab In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules. Interruptible - If this option is enabled, the module stops playing the prompt as soon as the background operation is completed. Count - Number of times to repeat the prompt.

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Events Tab There is event handling in the "Voice Input" module. Using the "Events" tab, you can indicate what the system must do in case of NoInput, NoMatch, and Help events. The following default messages are specified for the events: Event NoInput NoMatch Message I cannot hear you. Your recording is too long. Please repeat. Action reprompt continue

Help

reprompt

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To add and configure an event, click on "Add." To view/change event handling properties, highlight an event and click "Edit." The event properties window will open.

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You can define the following settings: Event - Select an available event name from the drop-down menu. NoInput - Generated if recording time is zero. NoMatch - Generated only if the recording was stopped due to reaching the maximum recording duration and if the "Generate Exception If Max Time Was Reached" checkbox is selected. Help - The caller presses the "Help" button on his keypad. Count - Indicates the event count for which the action should be taken. Action - Indicates to the system what to do what this event occurs. From the drop-down menu, select an action to be fulfilled. Reprompt - Repeat the prompt message(s) from the "Prompts" tab. Continue - Go on to the next module. Exit Prompt - The prompt functionality is exactly the same as in other parts of the system where you use TTS Builder. Click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder.

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On the "Confirmation" tab, you can configure settings for re-recording the message by callers. The recording will be played back after it is recorded. If a caller confirms the recording, the IVR exits the module and proceeds with next one. Otherwise, the customer is asked about re-recording the message (The prompt for re-recording is specified as NoMatch in the "Prompts" tab). Note: For re-recording, the "Max Attempts" option (defined on the "General" tab) must be higher than 1.

You can define the following options: Confirmation Not Required - The caller is not offered to listen to their message and cannot record it again. Required - This option allows callers to confirm that their message is correct or rerecord their message. Confirmation Dialog - Confirmation settings. Max Attempts to Confirm No Input Timeout (sec) - If the caller provides no input during this time interval, then "NoInput" event occurs. Prompt - In the prompt you can play the message to the caller. You can ask the caller whether they want to keep it or re-record it. Predefined prompt: "Your message is __BUFFER__. Say "Yes" or press "1" if it is correct. To re-record the message, say "No" or press "2"." Events - There is the event handling for the confirmation. You can indicate actions if the "NoMatch," "NoInput," "Help" events occur during confirmation. See the "Events" tab description. There is a predefined set of prompts for the confirmation events, which is represented in the table:

Event NoInput NoMatch Help

Message

Action

I cannot hear you. reprompt Incorrect input. reprompt reprompt

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Disposition tab If the caller is disconnected when this module is running, you can define a disposition here. See IVR Modules.

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ERROR CONDITIONS

Condition

Error Code 1900

Description

INPUT_NOT_CONFIRMED_OR_NO_INPUT

User is not entered or not confirmed the input Max number of attempts is reached Max number of simultaneous recording reached Data type or restriction violation

ATTEMPTS_MAX_NUMBER_REACHED

1901

MAX_SIMULTANEOUS_RECORDINGS_REACHED

1950

DATA_RESTRICTION_VIOLATION

2200

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Skill Transfer Module


The "Skill Transfer" module is used to transfer calls to agents based on skill group and to configure the queue for cases when no agents are available. Use this module for transferring a call to one or more skill groups. Tip: It is recommended that you use a single Skill per "Skill Transfer" module. When multiple skills are configured for a "Skill Transfer" module, any agent that possesses one of the skills may receive calls from that module. Using a single skill per module will result in more effective reporting and call center management. If the call is transferred to an agent in a skill group, the IVR Script is complete. You can set a maximum queue time if no agents are available. The caller will hear hold music while waiting for an agent. See Also: Skill Group Voicemail. See an example use here: Example: Creating Of Basic IVR Script.

PROPERTIES

General Tab Module Name - Read the description in IVR Modules. Call Queuing Max Queue Time (mm:ss) It is recommended that you use the same maximum queue time setting for all three parameters below: If there are available agents in queue - Maximum queue time for callers that enter the queue while agents are currently available. This can happen when all available agents become unavailable while the queued call is ringing, leaving the call in queue. Queue calls when Agents in queue, but unavailable (on call) - Maximum queue time for callers that enter the queue while agents are currently logged in but busy with other callers. Queue calls when no Agents in queue (on break / logged out) - Maximum queue time for callers that enter the queue while all agents are currently logged in and not ready, or all agents are logged out. Termination Digit - Provides callers with the option to exit a queue by pressing a key. The keys available are "#," "*," or 1 through 9. If this key is pressed, the caller will exit the "Skill Transfer" module and move to the next module. Selecting "N/A" disables the option. Queue Callback Digit - Provides callers with the opportunity to automatically receive a callback when their position in the queue arrives, without staying on hold. To receive the callback, the user should press the selected key. The keys available are "#," "*," or 1 through 9. By pressing the selected digit, the callers initiate Queue Callback response interaction. 913

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During the Queue Callback response interaction the caller is required either to affirm his phone number or to enter a phone number to receive the callback. Note: To prevent errors, the user interface prevents displaying the selected Termination Digit in the Queue Callback Digit drop-down list and vice versa. Transfer to Agent Distribution Algorithm - You can specify the way the ACD will select an agent to deliver a call. The pre-configured distribution algorithms are available for selection in the drop-down list. Select the one that meets your company's requirements: Longest Wait - All Calls - When this option is selected, then the ACD picks the agent with the longest wait (idle) time since his/her last call, of any call type.. Longest Wait - Non-Manual - The ACD picks the agent that has the longest wait (idle) time excluding manual calls. Round Robin - When this option is selected, then the ACD selects an agent from the "list of agents that are logged in and qualify for the queue. The list is initially sorted based on longest wait (idle) time for all calls. When agents initially make themselves ready for the queue, they are added to the bottom of the list. The first queued call is delivered to the agent on top of the list. When an agent receives a call, the agent is crossed off the list, until all agents are crossed off the list. For queued calls, when the only available agents are ones that were already crossed off the list, the calls will still be routed to those agents. Min Calls Handled - When this option is selected, the ACD prioritizes agents that have handled fewer calls than the other agents working in the queue, based on statistics. The number of calls is taken for the selected time frame period (see the following option). Min Handle Time - When this option is selected, the ACD prioritizes agents that have the lowest total handle time compared to the other agents working in the queue, based on statistics. The total handle time is calculated for the selected time frame period (see the following option). Time Frame - This option is defined for the "Min Calls Handled" or "Min Handle Time" distribution algorithms. You can select one of the following items from the drop-down list: 15 min 30 min 60 min 8 hours - a Shift 24 hours This day Max Ring Time (secs) - This option sets the maximum time for the agent to answer a call. The option allows you to set timeout in seconds. Pause Before Transfer (secs) - Creates a delay before sending the call to the agent. When the agent is selected for a new call, the system will wait the amount of time set here before sending the call to the agent. When there are queued calls, this option gives the agents a short pause before receiving the next call. Set Agent to "Not Ready" if No Answer - If the agent has not answered the call within the "Max Ring Time," their status will be changed to "Not Ready" if this checkbox is selected. 914

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Transfer to Voicemail On queue timeout expiration - The call will be transferred to the voicemail box when the applicable "Max Queue Time period has expired. On digit receiving - The call will be transferred to the voicemail box if the selected digit has been received from the caller. Voicemail box - These options allow you to select which voicemail box will be used to store the message from the caller. Skill Personal Other Options Action for Recorded Files - These options allow to define the action for the recorded files gathered by the previous modules. See also: Recorded Files. Keep as Recording - Saves the recorded file as a "recording" to access it from Reporting. Does not deliver the recorded files to the agents/skills. Send to Agent - Routes the recorded files to the agent that receives the call. If there are no available agents, and if the Transfer to Voicemail option is enabled, then the recorded files become parts of the Voicemail. Delete - Deletes the recording. Clear User Input - Selecting "Clear User Input" means anything entered by the caller before reaching this module is erased. If you have a prompt before the "Skill Transfer" module that gives instructions to press a key to exit the queue (the termination digit), you can unselect the checkbox for this option.

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Skills Tab When a call reaches the "Skill Transfer" module, the caller is transferred to an agent in the selected skill group(s). Skill groups are prioritized by the order you set on this screen from top to bottom. Use the "+" and "" buttons to change the order. In the "Skills" tab, click "Add" to add one or more skill groups.

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announcements tab An Announcement can be a pre-recorded system greeting or any custom prompt. Announcements are played from the moment the call enters the SkillTransfer module until one of the following events occur: any agent answered the call queue timeout expired customer entered termination digit call went to voicemail An Administrator can set up to 5 rules as described below to configure announcements. The prompts will be played one by one with a specified timeout between each prompt.

Options and columns Enable music on hold - This check box enables/disables default "On Hold" music (MOH). If enabled, the default MOH is played while announcements are not played. Enabled - Allows you to enable/disable a prompt. If the "Enabled" field is unchecked, then the specified Loop, Timeout, Voice File to Play fields are grayed but can be enabled at any time in the future. Loop - Allows the message to be cyclically played or played only once. By default this option is unchecked. Timeout - Timeout between beginning of current and end of previous prompt. Timeout can be from 0 to 3600 seconds. If timeout is 0, then prompt is played without pause from previous prompt. If "Loop" option is enabled, then "Timeout" also determines timeout from the end of the previous loop iteration. Default timeout is 1. Note: "Timeout" for the first enabled row specifies the timeout from the moment when the call entered the SkillTransfer module. Voice File to Play - Prompt that will be played. It is possible to select "Estimated Wait Time" to be played. By default, the field is empty. You can select from: Custom prompts - created in the "Prompts" folder. See About Prompts. System prompts: Eight Extension Five Four Hold for the next available Agent If you would like to leave a Voicemail, press "#" otherwise continue to hold 917

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Is not available Nine One Or Our representatives are busy serving other customers Please, enter the extension of the party you'd like to reach Please, have your account number ready Please, hold while I transfer your call Please, leave a message after the tone Seven Six Three Two Thank you for calling. Please, hold for next available Agent We are currently experiencing technical difficulties accessing account info Your call is important to us Zero

Note: You cannot save the configuration if the row is enabled but the voice file is not set or is invalid.

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Priority Tab When the call reaches the IVR, it is assigned a default priority of 60 on a scale of 1 through 100 with 100 being the highest priority. Calls with a higher priority are answered first. Use the "Priority" tab to set a higher or lower priority for the "Skill Transfer". The value by which the priority will be increased or decreased can be fixed by the value entered in the "Constant" field, or taken from the variable selected in the "Variable" drop-down menu. For example, use a priority if you have multiple IVR branches for the same agents and you want calls from one branch answered before the other branch.

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Connectors tab The "Skill Transfer" module allows you to execute Connectors from the VCC system, rather than from the agents workstation. Using Connectors, you can provide call-related data to external systems for reporting. For example, when a Connector in a Skill Transfer module is fired, it can send the call duration or queue time to an external URL. The connectors are executed when the call is dispositioned (e.g., when the caller abandons the queue). See About Connectors.

Queue Callback tab This tab becomes available if a "Queue Callback Digit" is selected in the "General" tab. Initial Callback Number from Store Callback Number in Allow Collection and Callback of International Numbers Prompts Playing the Phone Number Confirming the Phone Number Entering the Phone Number Confirmation and Thank You Timeouts Disable Queue Callback after After Digit Timeout (secs)

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Dispositions Tab See Configuring IVR Modules.

ERROR CONDITIONS

Condition

Error Code 2200

Description

DATA_RESTRICTION_VIOLATION

Data type or restriction violation

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Agent / Voice Mail Transfer Module


The "Agent / Voicemail Transfer" module transfers calls to agents or directly to voicemail. This module is a termination module and cannot have a child module. It is used at the end of the IVR Script.

PROPERTIES

General Tab This module provides options for transferring calls. Select from one of the following options: Module Name - Read the description in IVR Modules. Transfer to any available agent - Look for any available agent regardless of skill group. Agent Transfer - Transfer to the agent specified in the "Agent" tab. Max Queue Time - Max length of queue time for calls that enter the queue when the agent(s) is/are not available. Max Ring Time - Max length of time for the agent to answer the call. Pause Before Transfer - When the agent is selected for a new call, the call will wait the length of time set before being sent to the agent. When there are calls waiting in queue, this option gives the agent a short pause before receiving the next call. Queue Calls When Agent(s) Not Ready - When using "Agent Transfer" or "Transfer to any available Agent," you can specify a queue time. If the agent(s) is/are not available, the caller is placed in the queue for the length of time specified in "Max Queue Time." By unselecting the checkbox, the system will not queue calls after checking for the agent (or any agents if using "Transfer to any available agent"). Set Agent to Not Ready If No Answer - If the agent has not answered the call within the "Max ring time," the agent's status will be changed to "Not Ready" if this option is selected. Enable Music On Hold - This option enables the audio file played when the caller is waiting in the queue. See also: Hold Music. Action for Recorded Files - These options allow to define the action for the recorded files gathered by the previous modules. See also: Recorded Files. Keep as Recording - Save the recorded file as "recording" to access it from reports. Do not deliver the recorded files to the agents/skills. Send to Agent - Routes the recorded files to the agent that receives the call. If there are no available agents, and if the Voicemail option is specified, then the recorded files become part of the Voicemail. Delete - Deletes the recording.

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Agent Tab This tab is available if the "Agent Transfer" option is selected in the "General" tab. When using the "Agent Transfer" option in the "General" tab, select either the agent to receive the calls, or an extension to which the call will be transferred. If this agent is not available when the call is transferred, the caller is placed in the queue for the length of time specified in "Max Queue Time." If the queue time expires, the caller is transferred to the agents voicemail. You can select the "Transfer to any agent if specified is unavailable" to transfer the call to any available agent. Agent Name Constant - You can transfer to a specific agent. Variable - Select this option to receive the agents user name from a variable. Only string variables are allowed. Extension - You can also specify the transferee by the extension. Constant - explicitly Variable - using a variable

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VoiceMail Tab Voicemail messages are stored in user accounts. When using "Transfer to any available Agent" you must specify which of the user accounts will receive the voicemail messages. When using the "Agent Transfer" module, the "Leave voicemail" option should be selected to leave voicemail for the agent. This option is typically used to send calls to a general voicemail user account. You can create a user account to capture general messages after checking a skill group with the "Skill Transfer" module. A variable can be used for specifying the voicemail. Only string variables are allowed.

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Prompts Tab In the "Prompts" tab, click on "Add" to select a prompt to be played by this module. The list of prompts will include the default prompts as well as the prompts you uploaded in the "Prompts" folder. You can define one or several prompts to be played. You can indicate the sequence of prompts and how many times they should be used. Each prompt can be interruptible. See IVR Modules. Interruptible - Stops playing the prompt as soon as the background operation is completed. Exit the module in case of a prompt exception

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Dispositions Tab See Configuring IVR Modules.

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ERROR CONDITIONS

Condition

Error Code 1700

Description

INVALID_AGENT_OR_EXTENSION

User with specified agent name or extension was not found or agent inactive or user does not have agent role. Transfer to campaign failed. Check that the campaign is active. Data type or restriction violation.

TRANSFER_TO_CAMPAIGN_FAILED

1701

DATA_RESTRICTION_VIOLATION

2200

3rd Party Transfer Module


Transfers calls to any phone number. You can specify a Third Party Number as a value of a variable.

PROPERTIES

General Tab Module Name - Read the description in IVR Modules. Third Party Number Constant - Enter the phone number you want to transfer . Variable - Choose a variable from the drop-down menu. Do not use a "1" in front of the number. Only string variables are allowed.

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Dispositions tab See Configuring IVR Modules.

ERROR CONDITIONS

Condition

Error Code 1500 1501 2200

Description

INVALID_NUMBER NO_CHANNEL_AVAILABLE DATA_RESTRICTION_VIOLATION

Cannot handle number specified it's invalid No phone line is available to make a call Data type or restriction violation

Extension Transfer Module


This module transfers a call to the agent based on an extension entered by the caller. The module will play the prompt "Please enter the extension of the party you wish to reach," accepts the digits entered by the caller, and transfers the call. Extensions must be four digits. The "Extension Transfer" module is basically a combination of the "Get Digits" and two "Play" modules with standard files played during the module execution 930

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("input" prompt) and on wrong user input. The "Extension Transfer" module can be used as a termination module but also accepts a child module. If it is preceded by a "Play" module, the prompt provided with the "Extension Transfer" is not played allowing an administrator to use customized instructions for entering an extension. The "Extension Transfer" module reads the 4 digits entered by the caller. If a user account with a matching extension is found, the call is transferred to that agent or to the agents voicemail if they are not available. Note: Agents have the option to hear a tone when a call is delivered to their personal queue. This option is useful to notify the agent when a call is transferred directly from an IVR, etc. The "Extension Transfer" module provides two options for managing invalid entries or when an extension is not found: 1. If it is being used as a termination module (no module after it), the module will play the message "Extension xxxx is not available" followed by "Please enter the extension of the party you wish to reach" and then wait for the caller to make another entry. It will do this three times. If an invalid entry is made more than three times, the call is disconnected. 2. If there is a module after "Extension Transfer," the IVR will move to that module.

PROPERTIES

Module Name - Read the description in IVR Modules. Termination Digit - Provides callers with the option to exit the "Extension Transfer" without entering an extension by pressing the key specified. The keys available are "#" or "*." Selecting "N/A" disables the option. Max Silence (secs) - The amount of time the module will wait between digits in the extension. Max Time to Enter Digits (secs) - The total length of time the module will wait for the caller to enter the extension. If the entry is not completed within the selected time, the call moves to the next module or repeats. Clear User Input - Selecting "Clear User Input" means anything entered by the caller before reaching this module is erased. If you have a prompt before the "Extension Transfer" that gives instructions, you should unselect the checkbox for this option.

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ERROR CONDITIONS

Condition

Error Code 2200

Description

DATA_RESTRICTION_VIOLATION

Data type or restriction violation

Voicemail Transfer Module


Use the "Voicemail Transfer" module to transfer a call to a skill or agent voicemail and to end the IVR Script. The "Voicemail" box name can be specified as constant or variable. The "Voicemail Transfer" module is a termination module of the script. A disposition is required, as in other transfer modules. When a caller does not leave a voicemail, you can route the call using a specified exit. The "Voicemail Transfer" module can be used in conjunction with Voice Input Module to transfer recordings captured in the IVR to a personal or Skill voicemail box.

PROPERTIES

General Tab

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The ability to leave voicemail in a specified "Skills Voicemail Box" can be selected with the "Box Type" options. A name of a user/skill (depending on the selected voicemail Type) or variable can be used for specifying the voicemail box. Module Name - Read the description in IVR Modules. Voicemail Box Type - These options allow you to select which voicemail box will be used to store the message from the caller. Personal Skill Voicemail Box Constant - Allows you to select a user from the drop-down menu. Variable - Allows you to select the variable that points to the "Voicemail Box." The "Variable" drop-down menu contains string variables only. Add Voice Input Files to Voicemail - Check the option to transfer the recorded files together with Voicemail created by this module. If the option is unchecked, then the recorded file is saved as "recording" to access it from the Reports; the recorded files will not be delivered to the agents/skills. See also: Recorded Files. Create Voicemail Only From Voice Input Files - Transfer only recorded files as Voicemail to the specified voicemail box.

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Dispositions tab See Configuring IVR Modules.

ERROR CONDITIONS

Condition

Error Code 2200

Description

DATA_RESTRICTION_VIOLATION

Data type or restriction violation

Hangup Module

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Use the "Hang Up" module to disconnect/hang-up the call and end the IVR script. An IVR script can be invoked not only directly from IVR, but as a sub-routine of another IVR script. In this case, you can allow the return of the control to a calling script instead of an IVR task termination, and set dispositions.

PROPERTIES

General Tab Module Name - Read the description in IVR Modules. Overwrite last module's disposition - will store the disposition for the call, as configured in the Hangup module. If the script is called from other script: Return to calling script - indicates that calls using this script can be returned to an IVR script that is using it as a foreign script. Set IVR.error_code to: Constant - Enables a specific error code to be returned to the parent script. Variable - A variables value can be used to set the error code that will be returned to the parent script.

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Dispositions tab See the description in IVR Modules.

ERROR CONDITIONS

Condition

Error Code 2200

Description

DATA_RESTRICTION_VIOLATION

Data type or restriction violation

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Speech Recognition
About Speech Recognition
The existing IVR capabilities are enhanced with speech recognition technology. The Speech Recognition function compares spoken words to a pre-defined "grammar of expected phrases. Speech Recognition can recognize phrases from a variety of voices, without being targeted at single speaker. You can also allow users to confirm that the system understands their words correctly. The Five9 IVR with Speech Recognition allows you to create advanced self-service voice applications. The ability to provide input using speech in addition to DTMF is convenient for your customers; it can improve their experience in your IVR and ultimately improve their loyalty. Speech Recognition Usage Examples for Callers: Menu-driven routing of calls (e.g., "You can say things like "Sales, Customer Service,, or Technical Support). Entering an account number. Entering a tracking number.

The modules used for speech recognition are: Input Module Menu Module These modules are visible to the customers who purchase the Five9 IVR with Speech Recognition product.

Speech Recognition Grammars


Speech recognition grammar describes the type of information you are going to collect. In all cases, the input must be provided in English (U.S.). In the Input Module, a variety of pre-defined grammars are available:

BOOLEAN

Accepts a yes/no utterance from the caller. "Correct" is accepted as a synonym for "yes". By default, "1" (=yes) or "2" (=no) is assigned to the variable.

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Return key/values
KEY DESCRIPTION

MEANING Additional Returned Key/Values


KEY

Upon return, the key MEANING is assigned to "true" or "false".

DESCRIPTION

SWI_literal Parameter properties


PARAMETER

Contains the exact text that was recognized.

DEFAULT VALUE

DESCRIPTION

y n

1 2

Desired DTMF digit to be equivalent to "yes." Desired DTMF digit to be equivalent to "no."

CCEXPDATE

Understands the expiration date on a credit card. Expiration dates are usually a month and a year, and are often embossed on a credit card in the form "mm/yy." The grammar recognizes variations on the date, for example, "December 2007," "twelve oh seven," "twelve of two thousand and seven," "twelve slash zero seven," etc. Return keys/values
KEY DESCRIPTION

MEANING

Upon return, the MEANING key is assigned to the recognized date in YYYYMMDD format, where YYYY is the year, MM is the month, and DD is the day. For example, 20110331 refers to March 31, 2011. The value is the same regardless of whether the caller specified a day of the month or not; the day is always set to the last day of the month. Note: the MEANING key can be assigned to a selected variable in the Input Module (default is __BUFFER__).

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Parameter properties
PARAMETER DEFAULT VALUE DESCRIPTION

referencedate

current date

Date (in YYYYMMDD format) to use in computing ranges. Latest date recognized expressed as a number of months beyond reference date. Latest likely date recognized expressed as a number of months beyond reference date.

maxallowed

84 months

maxexpected

48 months

Additional Returned Key/Values None.


CREDITCARD

Understands a caller saying a credit card number, optionally preceding the number with the credit card name, or the words "account number" or "account." For example, a caller can say, "visa account number four oh one seven&ldots;," "mastercard five zero zero two&ldots;," or "three seven three five&ldots;." The grammar is capable of understanding any commercial credit card adhering to the ISO standard numbering scheme. This scheme should cover all cards issued by Visa, MasterCard, American Express, Discover, and Diners Club, as well as many "private label" cards provided by individual retailers (department stores, gas companies, etc.). This standard dictates minimum and maximum length of the digit string, open digit sequences, and the use of a "check digit" as the last digit in the string, so that the entire number meets the "mod 10 checksum" criterion. We strongly recommend that you cross-validate numbers with related information (Expiration date, Security codes, Database validation). Return keys/values
KEY DESCRIPTION

MEANING

Upon return, the key MEANING is assigned to the credit card number recognized. Note: the MEANING key can be assigned to a selected variable in the Input Module (default is __BUFFER__).

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Parameter properties
PARAMETER DEFAULT VALUE DESCRIPTION

typesallowed

By default, all types are recognized.

The credit card types to be recognized. To specify more than one, use the dropdown list to enable/disable individual card types. The types include Amex, Dinersclub, Discover, Mastercard, Private, Visa.

Additional Returned Key/Values


KEY DESCRIPTION

CARDTYPE

The key CARDTYPE is assigned to the type recognized, where the types are of the same set that can be specified in the "type" property. Note that even if the caller does not specify the card type explicitly, the type is inferred from the card number. For instance, if the caller says a number starting with "4," the value of CARDTYPE is set to "visa" whether or not "visa" is said explicitly.

CURRENCY

The currency grammar collects currency using Dollars and Cents. Accepts dollar amounts such as "ten dollars," "ten dollars and fifteen cents," and "ten fifteen." Return keys/values
KEY DESCRIPTION

MEANING

Contains a string in the following form: <currency><main unit amount><dot><subunit amount>. The MEANING key is automatically assigned to the SWI_literal variable in the Input Module.

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Parameter properties
PARAMETER DEFAULT VALUE DESCRIPTION

minallowed maxallowed minexpected maxexpected granularityallowed granularityexpected Additional Returned Key/Values


KEY

0.0 9999.99 0.0 9999.99 0.01 0.01

Minimum amount recognized in dollars. Maximum amount. Minimum likely amount. Maximum likely amount. Granularity of recognized results. Granularity of likely results.

DESCRIPTION

SWI_literal

Contains the exact text that was recognized.

DATE

Accepts a date spoken in any of several formats.

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Return keys/values
KEY DESCRIPTION

MEANING

Contains a string with the date expressed as YYYYMMDD. Recognized phrases include "4 June," "4 June 2006," ""4, 6, 2006," "the 4th," "4th June," and "Monday, the 4th of June." The MEANING key is automatically assigned to the SWI_literal variable in the Input Module.

Parameter properties
PARAMETER DEFAULT VALUE DESCRIPTION

minallowed

19000101

Earliest date recognized, expressed as YYYYMMDD Latest date recognized Earliest likely date Latest likely date

maxallowed minexpected maxexpected Additional Returned Key/Values


KEY

21991231 19000101 21991231

DESCRIPTION

SWI_literal

Contains the exact text that was recognized.

DIGITS

Recognizes a continuously spoken string of up to 20 digits (that is, the caller is not required to pause after each digit). Valid characters are the digits 0-9. The digit "0" can be pronounced as either "oh" or "zero." Punctuation characters such as hyphens (-), dots (.), and underscores (_) are not recognized; if spoken they reduce recognition accuracy. Return keys/values
KEY DESCRIPTION

MEANING

Contains a string of digits (ISO-8859-1 encoding), with no embedded spaces. For example, "12345." The MEANING key is automatically assigned to the SWI_literal variable in the Input Module.

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Parameter properties
PARAMETER DEFAULT VALUE DESCRIPTION

minlength maxlength Additional Returned Key/Values


KEY DESCRIPTION

minimum number digits recognized (default 1) maximum number digits recognized (default 20)

SWI_literal

Contains the exact text that was recognized.

NUMBER

Accepts quantities such as "ten," "one hundred and forty," "five hundred sixty one point five," "negative five," and "minus four point three." Return keys/values
KEY DESCRIPTION

MEANING

Contains a string of ISO-8859-1 digits, with no embedded spaces. For example, if the caller says "twenty five" the result is "25." The MEANING key is automatically assigned to the SWI_literal variable in the Input Module.

Parameter properties
PARAMETER DEFAULT VALUE DESCRIPTION

minallowed maxallowed maxdecimal

0 999 999 999.99 2

Minimum number. Maximum number. Maximum number of decimal places (maximum 9). Minimum likely number. Maximum likely number. Granularity of recognized results. This must be an integer. If set, fractional entries will not be recognized. To control allowed 943

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decimal precision, use the maxdecimal parameter. granularityexpected Additional Returned Key/Values
KEY DESCRIPTION

1.0

Granularity of likely results.

SWI_literal

Contains the exact text that was recognized.

PHONE

Accepts 7- and 10-digit North American phone numbers as well as three-digits numbers ending in 11 (e.g., "911"). An optional "1" can be placed before the 7- or 10-digit numbers. For example, if "16789999" is recognized, the return result is "6789999". The grammar allows phrases such as "three two four fifty five seventy two" as well as strings of individual digits. Return keys/values
KEY DESCRIPTION

MEANING

Contains a variable-length string of digits, with no embedded spaces. The key is assigned to a string of digits representing the recognized phone number. A leading "1" is omitted in the return value. For example, if "16789999" is recognized, the return result is "6789999." The return string may optionally contain the character "x" to indicate a phone number with an extension. For example, a result could be "8005551234x789." The MEANING key is automatically assigned to the SWI_literal variable in the Input Module.

Parameter properties None. Additional Returned Key/Values


KEY DESCRIPTION

SWI_literal

Contains the exact text that was recognized.

SOCIALSECURITY

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Understands 9-digit US Social Security numbers. For example, a caller can say, "oh one seven, four seven, six five eight three." Illegal numbers, such as those beginning with three zeros, are rejected. The grammar accepts numbers with first digits ranging from 0 to 7, but does not accept those beginning with 8 or 9. Return keys/values
KEY DESCRIPTION

MEANING

Upon return, the key MEANING is assigned to the recognized number. The MEANING key is can be assigned to a selected variable in the Input Module (default is __BUFFER__).

Parameter properties None. Additional Returned Key/Values None.


TIME

Accepts spoken time-of-day utterances from the caller. Recognized phrases include times given in 12-hour format (e.g., "5 o'clock") and 24-hour format ("twenty-three fifteen"), "qualified" times such as "before 5 o'clock" and "about 5." Return keys/values
KEY DESCRIPTION

MEANING

Upon return, the MEANING key contains a four-digit string, in the 24-hour format. The time can range from 'r;0000' to 'r;2359.' The MEANING key is automatically assigned to the SWI_literal variable in the Input Module.

Parameter properties
PARAMETER DEFAULT VALUE DESCRIPTION

minallowed maxallowed minexpected maxexpected granularityallowed granularityexpected Additional Returned Key/Values


KEY

0000 2359 0000 2359 1 1

Earliest time recognized. Latest time recognized. Earliest likely time. Latest likely time. Allowed granularity in minutes. Expected granularity in minutes.

DESCRIPTION

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SWI_literal
ZIPCODE

Contains the exact text that was recognized.

Recognizes valid United States ZIP Codes in either five- or nine-digit format. Return keys/values
KEY DESCRIPTION

MEANING

Upon return, the key MEANING is assigned to the recognized zipcode, and can contain either five or nine digits. The time can range from 'r;0000' to 'r;2359.' The MEANING key is automatically assigned to the SWI_literal variable in the Input Module.

Parameter properties None. Additional Returned Key/Values


KEY DESCRIPTION

SWI_literal

Contains the exact text that was recognized.

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Configure

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Creating IVR Scripts


SUMMARY

How to create an IVR Script | How to duplicate an IVR script

How to Create an IVR Script


Follow the instructions below to create a new IVR Script. 1. In the Navigation pane, right-click on "IVR Scripts" and select "Add IVR Script."

You may also select "IVR Scripts" and then click on "Add Object" (+ button) located in the application toolbar.

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2. Enter the name for the IVR Script in the "Add IVR Scripts" dialog.

3. Click on "OK."

4. The new script is displayed on the "IVR Scripts" screen. Now you can configure it. See Configuring IVR Script. See also: Example: Creating Of Basic IVR Script.

How to Duplicate an IVR Script


Follow the instructions below to make a copy of the existing IVR Script. 1. Select a script you want to duplicate in the left Navigation pane.

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2. Right-click the script and choose the Create Duplicate option.

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3. Relationships and properties are copied to a new object called "<original object name> - Copy". The duplicate objects "Property" window opens.

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4. Fill in the required fields. If you duplicate the IVR Scripts, all modules and their relationships are copied.

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Configuring IVR Scripts


You may need to configure your IVR Script after its creation, or if some script properties need to be changed. If changes to a script are saved while its associated campaign(s) is/are running, new calls will utilize the updated script. Follow the instructions below to configure or edit the IVR Script. 1. Open the "IVR Scripts" folder.

2. Right-click the IVR Script name in the List pane (right side of the screen) and select "Edit" from the displayed menu.

As a shortcut, you can double-click the IVR Script to open the IVR Script Designer. 3. The IVR Script Designer will be displayed. There you can do the following: 953

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Create an IVR Script consisting from the necessary IVR modules Configure each module Define variables (optional) Define default properties (optional) Note: You can import a previously created (or half-finished) Script from a local file. Notice: When creating new IVR Scripts, it is helpful to map out the IVR flow on paper first (see Example: Flowchart). This method will help determine which modules you will use, how they are connected, and how to configure each module. You will now be ready to create the flow for a test campaign. After testing, use the export function and add it to your production campaign. See Using The IVR Script Designer, Example: Creating Of Basic IVR Script.

4. After you finish editing, select "Save" from the "Actions" menu.

Note: When saving the IVR Script, the system will check the IVR flow and display an error message if a problem is found. All errors must be fixed before the IVR Script can be saved. If you would like to continue editing later, you can use the export function.

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Using the IVR Script Designer


This topic describes how to use the Visual IVR Script Designer.

How to Add Icons


OPTION 1 - DRAG-AND-DROP FROM THE TOOLBAR

IVR modules are represented by icons in the IVR toolbar. Place your cursor over an icon to view its name. The "Incoming Call" icon is added by default. You can drag-and-drop the IVR Modules' icons from the toolbar to the working area as shown below.

OPTION 2 - COPYING ICONS

You can copy IVR Script icons together with their defined properties by right-clicking on the icon and selecting the "Copy Module" option.

The new module is displayed in the working area.

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How to Select Icons


Click on an icon to select it. The selected icon has a blue border, and the connected modules are indicated by the blue connector lines.

To select more than one module, click and drag over an area to include the modules that are to be selected. You will see a dotted box that indicates the selection. Once selected, these modules can be moved as a group by dragging them to another location. They can also be deleted if needed by pressing <Delete> on the keyboard.

How to Connect Icons


The Editor provides a simplified way to connect modules. Each module has output ports so you can drag-and-drop some of them to the destination module. To connect one module to another, drag-and-drop the connector box to the following module icon.

The connected module icons are now linked by an arrow:

Note: Some IVR modules provide branching. For example, "If/Else" and "Case." Each IVR branch must be created and terminated individually. You cannot link from one branch into another branch. Note: It is possible to form loops by connecting a module to a previous module. See also: Example: Creating an IVR Loop. Read more about connector ports in IVR Script.

How to Remove a Connection


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If you need to remove a link, right-click the connection box and select "Remove Connection" from the displayed menu.

How to Clear the Working Area


To clear the working area, click "Clear" in the "Actions" menu. This will remove all module icons except the "Incoming Call" icon.

How to Define IVR Module Properties


Many IVR modules have properties that must be configured. 1. Double-click on the module icon, or right-click the icon and select "Module Properties."

2. The "Module Properties" window may have one or more tabs. Define the necessary options in the tabs. You can find more information about module properties in IVR Modules. 3. Name each IVR module when creating the script. The IVR module name is recorded in the "IVR_PATH" field in reports allowing you to view the IVR path for every call. When a call is delivered to an agent from a "Skill Transfer" module, the module name is displayed in the "Incoming Call" preview window.

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4. Click on "Save" when complete.

Read more in: Configuring IVR Modules IVR Modules

How to Remove Icons


To remove a module, right-click on it and select "Remove Module." You can also click on the module and press the <DELETE> key.

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Exporting/Importing IVR Scripts


The general description is here: IVR Script Export/Import.

How to Export IVR Script


Follow the instructions below to export the IVR Script. 1. Select "IVR Scripts" in the left Navigation pane.

2. Right-click the IVR Script name and select "Edit" from the displayed menu.

As a shortcut you can double-click the IVR Script to open the IVR Script Designer. 960

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3. Select "Export" from the "Actions" menu.

4. Select a folder on your local PC. 5. Type the file name. Note: The file will have extension ".five9ivr." 6. Click on "Save."

7. The below message is displayed:

Note: If you are attempting to save an unfinished IVR Scipt, you will receive an error message. By clicking on "Export Script" you can export the call as a separate file on your local PC. 961

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How to Import IVR Scripts


Follow the instructions below to import the IVR Flow. Note: Use the import function for the empty Script as the imported data overwrite the existing data. 1. Click on "IVR Scripts."

2. Right-click the IVR Script name in the List pane (right side of the screen) and select "Edit" from the displayed menu.

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As a shortcut, you may double-click the IVR Script to open the IVR Script Designer. 3. Select "Import" in the "Actions" menu.

4. Select a folder on your local PC where the file with extension ".five9ivr" is located.

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5. Select the file and click on "Open."

6. The script is displayed in the working area.

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Scheduling IVR Scripts


You can schedule an IVR script in the Campaign properties window in the "IVR" tab. This tab exists in Inbound and Autodial Campaigns. The IVR Script needs to be created in the "IVR Script" folder. Then it can be added to the "IVR" tab in the Campaign properties window. The "IVR" tab allows you to schedule the scripts by days of week, holidays, time ranges, date ranges. You can add one or several IVR scripts. The default script is always enabled. Additional scripts override the default script. Read detailed instructions in Managing IVR Scripts Schedules.

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Configuring IVR Modules


Follow the instructions bellow to define IVR module properties. Each module needs its properties specified. 1. Access the IVR Script Designer. 2. After you have added the module icon, you need to configure it. Right-click on the module icon and select "Module Properties."

You can also double-click the icon. 3. The "Module Properties" window opens. It can contain one or several tabs. Each module has a unique set of options. Here you can see how the properties window looks for the "Play" module.

The options located in each tab are described in the following topics: Incoming Call Module Play Module Get Digits Module If/Else Module Case Module 966

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Skill Transfer Module Agent/Voicemail Transfer Module 3D Party Transfer Module Extension Transfer Module Voicemail Transfer Module Hangup Module Lookup Contact Record Module Contact Update Module Query Module Iterator Module Set Variable Module Foreign Script Module Set DNC Module Answering Machine Module 5. After you finish configuring the settings, click on "Save" to close the window.

You can find more information in IVR Modules IVR Script IVR Script Designer Using The IVR Script Designer

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Managing Variables
This topic describes working with custom variables. Read general information about variables in Variables.

How to Add a Variable


1. Access the IVR Script Designer. 2. Select "Variables" from the "Script" menu.

3. Click on "Add."

4. The "Variable" properties window opens.

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5. Define the following parameters. Note: For each variable, specify the name and one of the predefined data types. Name - Strings with initial letter. The name cannot contain spaces. Note: Names starting with two underscores are reserved for system purposes and are not allowed for IVR Script variables. Type - STRING, INTEGER, NUMERIC, CURRENCY, DATE, TIME Description - Description is copied as a comment into generated scripts prepared for webrequests. Initial value - The value of the variable before assigning another value to it (optional). Uninitiated variables have a special NULL value. The "Initial Value" checkbox (On by default) controls the behavior. NULL values are indicated by empty cells in the "Variables" tab (Empty strings look like two quotation marks ""). The string values can be entered as text or as text surrounded by quotes. Internally surrounding quotation marks should be omitted, but the "Variables" tab shows all string values in the quotes. A variable of CURRENCY data type can be entered with or without the "$" sign. DATE and TIME can be entered in an arbitrary format, which can be interpreted correctly. "External" value - Can be used as the script's parameter. If a variable is marked as "External," its initial value can be set from the "Script" scheduler or from the calling script, if it is used as a foreign script. If the external values are specified at the script start time, the initial values in the table are not taken into consideration. Note: The updated values of external variables are available in the calling script after exiting from the called script ("By Reference" parameters passing). 6. Click on "OK."

How to Edit the Variable


1. Access the IVR Script Designer. 2. Select the "Variables" from the "Script" menu.

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3. Double-click an item in the list to view its properties.

Alternatively, you can select an item and then click on "Edit."

The "Variable" properties window opens.

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Notice: If the variable is used by IVR modules you will see a notification on a yellow background. You cannot edit the name and type in such variables.

4. After you finish making changes, click on "OK."

How to Delete the Variable


Note: You cannot delete variables used by IVR modules. 1. Access the IVR Script Designer.

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2. Select the "Variables" from the "Script" menu.

3. Click on the variable you want to remove.

4. Click on "Remove."

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5. Confirm your request to delete by clicking "Yes" in the confirmation dialog.

The variable disappears from the list.

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Associating Campaigns
Inbound and Autodial Campaigns have the "IVR" tab in their "Properties" window. In the "IVR" tab, you can select IVR Scripts and schedule them. See Managing IVR Scripts Schedules.

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Invoking Scripts
The "Foreign Script" module allows you to run another IVR Script. This module causes an invocation of the specified script instead of the current one. The newly loaded scripts variables can be initiated with values from the current script as it is specified in the module properties. 1. Access the IVR Script Designer. 2. Drag and drop the "Foreign Script" module icon into the work area.

3. Connect the "Foreign Script" module icon to the appropriate module.

4. Double-click the "Foreign Script" module icon or right-click it and select the "Module Properties" option.

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5. In the "Module Properties" window, select the IVR Script name to be included.

6. Click on "Save." 7. Complete your IVR Script with any terminating module. 8. Select the "Save" command from the "Actions" menu.

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Using an Agent Extension in an IVR


The following example shows how to create an IVR Script that allows callers to make a menu selection or enter an extension without going to a second prompt. The following example will teach you: How to use the "Get Digits" module How to use the "Play" module
CALL FLOW DESCRIPTION

The caller can press "1" for Sales, "2" for Support, or enter an extension. All extensions start with the number "9".
PREREQUISITES FOR THE EXAMPLE IVR

Your IVR script should have already been created and the "IVR Flow Editor" window is open.

How to Create and Configure an Agent Extension in the IVR Script


Follow the instructions below to create the IVR Flow.

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STEP 1 - ADDING AND CONFIGURING GET DIGITS MODULE

Notice: In our example we use the "Get Digits" module to accept the values entered by the caller. You can also add the "Extension Transfer" Module instead of the "Get Digits." The "Extension Transfer" Module will accept the digits entered by the caller, and transfer the call. The "Extension Transfer" Module can play the default prompts. Read more in Extension Transfer Module. See also: Get Digits Module. 1. Drag-and-drop the "Get Digits" module icon from the toolbar into the working area.

2. Access the "Get Digits" Module properties by double-clicking its icon, or right-clicking and selecting "Module Properties."

3. The "Get Digits Module Properties" window will open. The module properties dialog contains the following tabs: General - Used to configure how the module will handle the customers input. Prompts - Used to configure the voice messages that will be played to the customers when their call reaches this module. 4. Fill in the properties as shown below. Select the default "_BUFFER_" variable. Make sure the "Clear User Input" check box is checked.

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5. Click on "Save".

STEP 2 - ADDING AND CONFIGURING CASE MODULE

See also: Case Module. 1. Drag-and-drop the "Case" module icon from the toolbar into the working area. The "Case" module is used to split the script flow based on the user input to the appropriate branches. By default, this module has the "No Match" branch which is used in case the user input does not match any criteria defined in the "Case" module.

2. Access "Get Digits Module Properties" by double-clicking its icon or right-clicking and selecting "Module Properties."

3. In the "Variable" field select the variable which contains the callers input. In our case we use "__BUFFER__". 979

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4. To add a new branch, click on "Add".

The "Condition" dialog opens:

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5. Enter "Sales" into the "Branch Name" text field and select "Equals" in the "Comparison Type" drop-down menu. Enter "1" as the constant.

6. Click on "OK".

A new line is displayed.

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7. Repeat these actions to create another branch named "Support". Enter "2" as "Constant".

8. Create an Extension branch using the "Like" operator. You need to enter a wildcard "%" used to substitute for any other character or characters in a string.

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9. Click on "Save".

10. Now our script flow is divided into four branches: "Sales", "Support", "Extension" and "No Match". It means: The caller can press "1" for sales. The caller can press "2" for support or enter an extension. The caller can enter an extension. All extensions start with the number 9. You need to enter a wildcard "%" used to substitute for any other character or characters in a string. If the caller does not enter a number that matches "Sales", "Support", or "Extension", the module will select "No Match." You can link the "No Match" according to your specific needs.

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STEP 3 - ADDING AND CONFIGURING AGENT/VOICEMAIL TRANSFER MODULE

See also: Agent / Voicemail Transfer Module. 1. Drag-and-drop the "Agent/Voicemail Transfer" module icon from the toolbar into the working area.

2. Access the "Agent/Voicemail Transfer" Module properties by double-clicking its icon, or right-clicking and selecting "Module Properties."

3. In the "General" tab, select "Agent Transfer". The "Agent" tab will be activated.

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4. Select the "Agent" tab.

5. Fill in the properties as shown below. Select the default "_BUFFER_" option. The "Agent/Voicemail Transfer" Module will use the "_BUFFER_" variable to find the Agents extension.

6. Click on "Save".

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STEP 4 - ADDING MODULES FOR EACH CASE

Depending on the requirements of your particular campaign, add the modules for each "Case" Module branch. In our example, we added the "Play" modules for the "Sales" and "Support" branches. For the "Extension" branch, we added the "Agent Transfer" module, and then the "Play" module. See also: Example: Creating a Basic IVR Script.

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STEP 5 - CONNECTING THE MODULES

1. Connect the "Get Digits" module to the "Incoming Call" Module.

2. Connect the "Get Digits" module to the "Case" Module.

3. Connect the "Extension" branch to the "Agent/Voicemail Transfer" module.

4. Add a new "Play" module and connect it to the extension port (read more about ports in Call Flow) of "Agent/Voicemail Transfer" module. If a caller enters an invalid extension, the "Agent/Voicemail Transfer" module will use the "Error handling exit".

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5. Then loop back the third "Play" module to the start (the "Get Digits" module).

The following image explains what happens when a caller enters an invalid extension.

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6. Add one more "Play" module. Connect the "No Match" branch of the "Case" module to the newly added "Play" module.

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7. Then loop back the fourth "Play" module to the beginning (the "Get Digits" module).

8. Connect the first and the second "Play" modules to the "Hang Up" module.

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IVR Examples

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Example: Flowchart
Before creating a new IVR it is a good idea to map out your script on paper. Here are example flow charts which were created before creating call flows for the actual IVR Script. Read more in Creating IVR Scripts, Configuring IVR Scripts.

More complex example:

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Example: Original Campaign's Script for Post-Call Surveys


This topic provides information on how to configure original campaign's IVR script for call surveys in your Five9 Administrator application. Here you can see an example script that can be used by a campaign to transfer calls to a survey campaign. Read more in Post-Call Surveys, Creating PostCall Surveys. See also: Example: Call Survey Campaign Script.

"Get Digits" Module The "Get Digits" Module asks the caller if he would like to participate in after call survey: "Would you like to take the call survey? The question asks the caller to enter "1" to start the survey and "2" to skip. So, the script must look for the answer of "1" if the caller would like to take the after-call survey.

The maximum number of digits of the _BUFFER_ variable is "1".

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"If/Else" Module After this configure the "If/Else" Module. Check if the value of the _BUFFER_ variable is set to "1". If it is set to "1", go to the set variable of CallSurvey.opt_in set as "true" in the following "Set Variable" Module.

"Set Variable" Module (IF Branch)

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In the "Assignment window we do not have boolean variable data type. Even though CallSurvey.opt_in is configured as a boolean variable, the type is "STRING. All you need to do is to put it as constant and type in "true.

"Set Variable" Module (ELSE Branch) For "Else branch you get set variable to "FALSE or you can just skip this step. You can just get your "Else directly to the rest of the script.

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"Menu" Module After this we have "Main Menu, that connects the caller to the appropriate departmental skill.

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Example: Call Survey Campaign Script


This topic provides information on how to configure original campaign's IVR script for call surveys in your Five9 Administrator application. Here you can see an example script that can be used by a survey campaign to which the calls are transferred at the and of another campaign. Read more in Post-Call Surveys, Creating Post-Call Surveys. See also: Example: Original Campaign's Script for Post-Call Surveys. Inbound campaign was configured to have CallSurvey.opt_in variable as Call Survey Execution Condition. This is a Call variable at the boolean data type.

Call Variables Configuration


There is a Call Survey Variable group. It is not available by default. You have to create it by rightclicking on "Call Variables and pressing "Add Call Variable Group. In this example it is called "CallSurvey.

The variables created here will be used for questions in the following Call Survey script example. Read more in Creating Call Variable Groups, Creating Call Variables.
AGENTSATISFACTION VARIABLE

You can enable the "Reporting Call Variable option for your domain if you plan to use it. You can choose whether or not report on this variable (it will be saved in database or removed).

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You can choose only the applicable dispositions for you call survey script. In this example we will use only "SurveyCompleted and "SurveyIncomplete dispositions, which were created earlier.

PRODUCTSATISFACTION VARIABLE

We have "SurveyCompleted and "SurveyIncomplete dispositions set in here.

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IVR Script Configuration


Lets see how the Call Survey script is configured.

There is the "Incoming Call" Module and there may be a series of questions after it. There are 2 questions in this example.
GET DIGITS MODULE 1

The first question asks the caller: "On a scale of 1 to 9, how satisfied were you with the call center agent?

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On the "General tab, the target variable is a pre-created variable "AgentSatisfaction. The Maximum Number of Digits is "1 because we have asked on the scale of 1 to 9. There is no Termination Digits, unless you want the caller to confirm it.

The disposition configured here is "SurveyIncomplete. It tells us whether or not the caller actually went through the entire Call Survey script.

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GET DIGITS MODULE 2

The next question asks: "On a scale of 1 to 9, how satisfied are you with our product?

Again, disposition is "SurveyIncomplete, Target Variable is "ProductSatisfaction, the maximum number of digits is "1.

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PLAY MODULE

Finally, we just need to thank the caller for calling using the "Play" module.

And here is disposition "SurveyCompleted, because there are no questions.

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HANGUP MODULE

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Example: Creating a Basic IVR Script


To get a better understanding of how to create an IVR Script, follow the steps in the example below using your own Inbound Campaign. This example will teach you: How to create a new IVR script within your Five9 Administrator application How to use the Visual IVR Script designer's interface How to use the "Play" module How to use the "Get Digits" module How to use the "Case" module How to use the "Skill Transfer" module How to use the "If/Else" module How to define the variables and use the "Set Variable" module How to save the IVR Script
CALL FLOW DESCRIPTION

In this example, a Dialer calls to the inbound number assigned to the campaign, greeted with a message, and given a choice to be transferred to "Sales" or "Support" by pressing 1 or 2. If the maximum hold time of one minute is exceeded, the caller is transferred to voicemail. If the caller makes an invalid entry (a number other than 1 or 2) the choices are repeated. If the call makes five consecutive invalid entries, the call is disconnected.
PREREQUISITES FOR THE EXAMPLE IVR

1. For the example below we will use two Skill Groups. If you would like to create this example IVR for practice, you need two skill groups before getting started. You can call one "Sales" and the other "Support". 2. The example will use a custom greeting. To record the greeting, see the Prompts section. To match our scenario, the greeting may for example be, "Thank you for calling <your company name>. Press 1 for Sales or 2 for Support."

How to Create and Configure a Basic IVR Script


Follow the instructions below.
STEP 1 - CREATING IVR SCRIPT

1. In the Navigation pane, right-click on "IVR Scripts" and select "Add IVR Script".

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You can also select "IVR Scripts" and then click on "Add Object" (+ button) in the application toolbar.

2. Enter the name for the IVR Script in the "Add IVR Scripts" dialog.

3. Click on "OK".

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The newly created script will appear in both the Navigation and List panes.

STEP 2 - OPENING IVR PROPERTIES WINDOW

1. To start creating the script flow, open the "Script Properties." Double-click on the script name or right-click and select "View Properties of <Script Name>."

2. The "Script Properties" dialog contains the only one tab: General - Displays a description, associated campaigns, and invoked by scripts sections related to your IVR Script.

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3. To make the script's purpose clear for other administrators, enter its description into the "Description" field in the "General" tab.

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STEP 3 - CREATING IVR FLOW CHART

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1. Click on "Edit" in the Script properties window to start creating the script flow.

2. In the displayed Visual IVR Script designer there are two general areas used to build the script flow: Tool bar with the IVR modules icons; Working area.

To add the IVR modules to the script, you should first drag and drop them into the "Script flow" area and then create links between the IVR modules to get the desired script flow. 3. In the beginning the "Script flow" area contains one IVR module: "Incoming Call." This module receives the customers call. 1010

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STEP 4 - ADDING THE "PLAY" MODULE AND CONNECTING IT TO THE "INCOMING CALL"

In our scenario customers will receive a welcome greeting and further instructions when they call the Inbound Campaign and next choose the skill group by entering "1" or "2" from the keypad. 1. Drag-and-drop the "Play" module icon from the toolbar to the working area.

2. To add a link between the modules, select the output port of the source module and drag it to the destination module. Do this for the "Incoming Call" and the "Play" modules.

3. The modules are now linked by the arrow.

STEP 5 - ADDING THE "GET DIGITS" MODULE AND CONNECTING IT TO THE "PLAY"

1. To add the "Get Digits" module, drag its icon from the toolbar and drop it into the working area. 1011

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2. Connect the "Play" and "Get Digits" module. Note: Use the right connector of the "Get Digits" module. The bottom connector is used to define the behavior in case of any errors (it is called "extension port").

STEP 6 - CONFIGURING THE "PLAY" MODULE

Configure the voice message that should be played to the caller. 1. Open the "Play" module properties. To do this, double-click on the module icon, or rightclick the icon and select "Module Properties".

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2. The "Play" module properties window will open.

3. Access the "Prompts" tab.

4. You have two ways to create voice messages that will be played to your clients: Using the pre-uploaded Prompts; Using the Text-to-Speech functionality. Note: If you are going to use several prompts, you can add a pause between them.

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5. To add the Prompt, click on "Add" and select "Add file".

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6. Then select the Prompt from the list.

7. To create a voice message using the TTS, click "Add"and select "Add TTS".

See TTS for more information how to use the TTS Script Builder.

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8. After you finish selecting prompts, click "Save".

STEP 7 - CONFIGURING THE "GET DIGITS" MODULE

1. Open the "Get Digits" module properties. To do this, double-click on the module icon or right-click the icon and select "Module Properties".

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2. The "Get Digits Module Properties" window will open. The module properties dialog contains the following tabs: General - Used to configure how the module will handle the customers' input. Prompts - Used to configure the voice messages that will be played to the customers when their call reaches this module.

3. In the "General" tab you should do the following: 1. Set the "Maximum Number of Digits" to "1." This option defines how many digits we accept from the customers input; 2. Check the "Clear User Input" box. This option means that all inputs, which have been earlier received from the customers, will be cleared when the call reaches this module.

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4. In the "General" tab, the following options that can be left with default values: 1. Leave the __BUFFER__ as "Target Variable." This default variable is used to store the used input; 2. The "Termination Digit" field. This option defines the digit that will stop the current module and pass the call to the next IVR module when the digit is received from the user; 3. The "Max Silence" field. This option defines the maximum delay between the digits input; 4. The "Max Time to Enter Digits" field. This option defines the maximum time for the customer input.

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5. Click on "Save".

STEP 8 - ROUTING USERS TO SKILL GROUPS

We have the User input and will route it to the appropriate skill group. 1. Add the "Case" module.

2. Create the link from the "Get Digits" module to the "Case" module.

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branches. By default, this module has the "No Match" branch which is used in case the user input does not match any criteria defined in the "Case" module. The next step will be configuring the "Case" module.

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STEP 9 - CONFIGURING THE "CASE" MODULE

In our example we will route the user call to the "Sales" or "Support" Skill groups. For this we should add the two branches: "Sales" and "Support" and define the criteria for the routing. 1. To configure the "Case" module, open its properties.

2. In the "Variable" field select the variable which contains the callers input. In our case we use "__BUFFER__".

3. To add a new branch, click on "Add.

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The following dialog is displayed:

4. Enter "Sales" into the "Branch Name" text field and select "Equals" in the "Comparison Type" drop-down list and define the constant as "1".

5. Click on "OK".

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A new line will appear.

6. Repeat these actions to create another branch named "Support", but define "2" in the "Constant" text field.

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7. Click on "Save".

Now our script flow is divided up into the three branches: "Sales", "Support" and "No Match".

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The "Case" module is used to split the script flow based on the user input to the specified branches. By default this module has the "No Match" branch which is used in case the user input does not match any criteria defined in the "Case" module. In our example we will route the user call to the "Sales" or "Support" skill groups. For this we should add the two branches: "Sales" and "Support" and define the criteria for the routing.

STEP 10 - CONFIGURING THE "SALES" BRANCH

1. Add the "Skill Transfer" module.

2. Link the "Skill Transfer" module to the "Sales" branch of the "Case" module.

Now you need to configure the "Skill Transfer" module to route the call to the appropriate skill group.

STEP 11 - CONFIGURING THE "CASE" MODULE

Note: In our example the setting of the "Skill Transfer" modules will be the same for both "Support" and "Sales". 1025

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1. To configure the "Case" module, open its properties.

2. The module properties dialog contains the following tabs: General - used to set the main module properties; Skills - used to set the skill group(s) which will receive the customers calls; Announcements - used to play the announcements from the moment the call is transferred to the module; Priority - used to manage the calls priority; Connectors -used to define the connectors; Queue Callbacks - uses to manage queued callbacks; Dispositions -used to set the disposition which will be "dispositioned" if the caller hangs-up the call in this module.

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3. Make sure the "General" tab is selected. The "General" tab has several option areas that allow you to configure how the module will handle the call.

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4. The "Call Queuing" area contains the options that define the queue properties of the call: Max queue time if there are available agents in queue - Sets the maximum time that should pass from the moment when the call was transferred to this module, to the moment when the call is transferred to the next IVR module in flow, or to the voice mail if the agents do not pick up the call during the defined time; Queue calls when agents in queue, but unavailable (on call) - When selected, allows you to set the time during which the call will be on hold waiting until the agents are able to answer it; Queue call when no agents in queue (on break/logged out) - When selected, allows you to set the time during which the call will be on hold waiting until the agents are on call to accept it; 1028

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Termination Digit - This option allows you to choose the digit that will pass the call to the next IVR module if the caller presses it. Queue Callback Digit - This option allows you to choose the digit that will give the callers an opportunity to automatically receive a callback when their position in the queue arrives. 5. The "Transfer to Agent" area contains the options that define the call routing for the agents transfer process: Distribution Algorithm - You can specify the way the ACD will select an agent to deliver a call. The pre-configured distribution algorithms are available for selection in the drop-down list. Select the one that meets your company's requirements: Longest Wait - All Calls - When this option is selected, then the ACD picks the agent with the longest wait (idle) time since his/her last call, of any call type.. Longest Wait - Non-Manual - The ACD picks the agent that has the longest wait (idle) time excluding manual calls. Round Robin - When this option is selected, then the ACD selects an agent from the "list of agents that are logged in and qualify for the queue. The list is initially sorted based on longest wait (idle) time for all calls. When agents initially make themselves ready for the queue, they are added to the bottom of the list. The first queued call is delivered to the agent on top of the list. When an agent receives a call, the agent is crossed off the list, until all agents are crossed off the list. For queued calls, when the only available agents are ones that were already crossed off the list, the calls will still be routed to those agents. Min Calls Handled - When this option is selected, the ACD prioritizes agents that have handled fewer calls than the other agents working in the queue, based on statistics. The number of calls is taken for the selected time frame period (see the following option). Min Handle Time - When this option is selected, the ACD prioritizes agents that have the lowest total handle time compared to the other agents working in the queue, based on statistics. The total handle time is calculated for the selected time frame period (see the following option). Time Frame - This option is defined for the "Min Calls Handled" or "Min Handle Time" distribution algorithms. Y Max Ring Time (secs) - This option sets the maximum time for the agent to answer a call. The option allows you to set timeout in seconds. Pause Before Transfer (secs) - Creates a delay before sending the call to the agent. When the agent is selected for a new call, the system will wait the amount of time set here before sending the call to the agent. When there are queued calls, this option gives the agents a short pause before receiving the next call. Set Agent to "Not Ready" if No Answer - If the agent has not answered the call within the "Max Ring Time," their status will be changed to "Not Ready" if this checkbox is selected. 6. The "Transfer to Voicemail" area contains the options that define the call transfer for the voicemail process: On queue timeout expiration - If this option is checked, the call will be transferred to the skill group voicemail when the time defined in the queue area options expires; On digit receiving - This option allows you to select the digit which will transferthe call to the skill group voicemail if the caller presses it; 1029

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Voicemail Box - This option allows you to define which of the "Skill" or "Personal" types will be used in the voicemail box and allows you to choose the Skill group or Agent which will receive the voice message from the caller. 7. The "Action for Recorded Files" option allows to define the action for the recorded files gathered by the previous modules. See also: Recorded Files. 8. 9. The "Clear User Input" option will clear the user input when the call enters this module. Select the "Skills" tab.

10. In our example you will configure one "SkillTransfer" module to use "Sales" skill group and second to use "Support" skill group. In this window you will add the skill groups which will receive the calls and define the sequence to be used to choose the skill group for transferring the call. The upper group will receive the call first if it has available agents, otherwise the call will be transferred to the next skill group in the list with the available agents.

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11.

Click on "Add".

12.

Select the "Sales" skill group and then click on "OK".

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The skill group will appear in the list.

Note: To remove the skill group from the list, select the skill group in the list and click "Remove". Note: Use the "+" and "-" buttons to change the skill group position in the list. The "+" button is used to move the selected skill group up, and the "-" button is used to move the selected skill group down in the list. 13. Select the "Announcements" tab. This tab allows you to set the voice messages that will be played to the caller while the call is on hold in queue.

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14. The "Enable music on hold" option will enable the default hold music which will be played to the caller while the call is in queue.

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15. You can set up to five announcement messages to be played to the caller at the defined time while the call is in queue. To add the announcement, select the check box in the "Enabled" column and set the time in the "Timeout" column. Also you can loop the message selecting the check box in the "Loop" column. The loop means that the message will be repeated through the period of time defined in the "Timeout" column.

16. To add the voice message that will be played to the caller, click on the message in the "Voice File to Play" column and select it from the list. You can add the voice messages by using the "Add Prompt" command in the "Prompts" folder, for more detail see About Prompts.

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17.

The added announcement looks like this:

18.

Select the "Priority" tab.

Priority management can be used in case you use one skill group in different script branches and the call from one branch to initially be accepted by the agents. In this window you can increase or decrease the call priority. The priority means how fast the 1035

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call will be transferred to the agents from the queue. By default all calls have priority 60, but you can increase it to make the call transfer to the agent faster or decrease it to leave the call in queue for more time. Priority ranges from 0 to 100. 19. By". To change the call priority, select either: "Increase Priority By" or "Decrease Priority

20. Define the value by which the priority will be changed by entering it in the "Constant" field or selecting the variable from the "Variable" drop-down list which contains the integer value.

21.

Select the "Dispositions" tab.

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22. In this tab you can define the disposition of the call if the caller hangs up the call. The default disposition is "Abandon."

23.

Click on "Save".

STEP 12 - CONFIGURING THE "SUPPORT" BRANCH

1. For the "Support" branch add the "Skill Transfer" module and link it to the "Support" branch. 2. Configure the "Skill Transfer" module of the "Support" branch to route the call to the appropriate skill group.

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STEP 13 - ADDING THE "HANG UP" MODULE

Since both "Skill Transfer" modules were configured, we add the "Script termination" module. In our case it will be the "Hang-Up" module. 1. Select the "Hang Up" module and drag it to the working area.

2. Connect the "Hang Up" module to both "Skill Transfer" modules as shown below.

The main flow of our script has been created, but we need to configure the script to handle "wrong input" from the customer. In this case we will use the "No Match" branch of the "Case" module.

STEP 14 - ADDING VARIABLE

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Create the flow for the "No Match" branch which will handle invalid caller input. In our example, if the caller makes an invalid entry (a number other than 1 or 2) they are allowed to repeat the input. If they make five consecutive invalid entries, the call is disconnected. In this example, if the customer's entry is invalid, we will repeat the voice message instructions and get the customer's new entry. If the customer enters the wrong digits five times, the call should be terminated. To trace the number of invalid entries, create the variable "loop_var" in the "Variables" tab. This variable should contain the initial value equal to 5 (number of allowed wrong entries). 1. Select "Variables" in the "Script" menu of the "IVR Script Properties" window.

2. To add a new variable, click "Add".

3. Enter the name of the variable. In our case it is "loop_var". 4. Choose the type of the variable. In our case it is "INTEGER". 5. Type the description of the variable. 6. Check the "Initial Value" option and define the initial value. In our case "5". 7. Click on "OK".

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Once the variable is defined, it can be used in the Script flow.

STEP 15 - ADDING AND CONFIGURING THE "IF /ELSE" MODULE

1. Add the "If /Else" module to the script.

We will configure this module to check the "loop_var" variable that was initialized at the beginning of the script with the "5" initial value. If the value of the variable is less than "1", this means the caller has entered incorrect digits five times and we should terminate the script.

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2. Right-click on "If/Else" to open the "Module Properties" window.

3. In the module properties, create the logical expression that will be checked during the script. If the result of expression is TRUE, the script uses the "If" branch. If FALSE, the script uses the "Else" branch. 4. Click "Add" to add the condition that should be checked.

The following dialog box opens:

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5. From the "Variable" drop-down list select the variable that should be checked. In our case it is "loop_var". 6. Select the comparison type for the condition from the "Comparison Type" drop-down list. In our case it is "Less Than". 7. In the "Constant" field enter the value which the variable will be compared with by the comparison type. In our case it is "1". 8. Click on "OK".

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9. Click on "Save".

STEP 16 - ADDING AND CONFIGURING THE "SET VARIABLE" MODULE

1. Add the "Set Variable" module to the script. This module is used to assign the variable with the value, which is the result of the operation configured in the module.

2. Open the "Set Variable" module properties window. We will configure this module to subtract the "1" from the "loop_var" each time when the call enters this module. In case the caller enters incorrect information five times, the "loop_var" variable will contain the "0" after the "SetVariable" module is completed.

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3. Click "Add" to add the variable that will be assigned to this module.

The "Assignment" window opens:

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4. From the "Variable" drop-down list select the variable. In our case "loop_var". 5. Select "Function" as the "Assigned Value" option. 6. Select the "DIFFERENCE(INTEGER,INTEGER)" function from the drop-down list. 7. Define the function arguments in the corresponding rows. In our case the first argument is the variable named "loop_var". To define this, click the first column in the "#1" row and select "Variable", then click the second column and choose "loop_var". Then define the second argument. In our case this is the constant with the value equal to "1". 8. Click on "OK".

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9. Click on "Save".

STEP 17 - CREATING THE LINK FROM THE "IF / ELSE" "SET VARIABLES" MODULES

In our example, if the caller enters the wrong digit five times, the script flow will take the "If" branch of the "If / Else" module, which means that you should connect the "If" branch with the "Hang Up" module. If the caller has entered the wrong digit less than five times, the call should be returned to the "Play" module at the beginning of the script. But prior to returning the call, the script should reduce the number of available wrong entries in the "Set Variables" module. 1. Link the "Else" branch of the "If / Else" module with the "Set Variables" module.

2. Then link the "Set Variables" module with the "Play" module.

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3. Connect the "No Match" branch with the "If/Else" module.

4. Connect the "If" branch with the "Hang Up" module.

STEP 18 - SAVING THE IVR SCRIPT

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1. Select "Save" in the "Actions" menu.

You can download this example IVR Call Flow and then import it into your environment.

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Example: Creating an IVR Loop


This sample IVR will teach you: How to create a loop How to define and use variables; how to use the "Set Variable" module In this example we will loop from the "No Match" branch of the "Case" module when a caller makes an invalid entry. The configuration steps are listed below.

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STEP 1 - DEFINING A VARIABLE

The first step in creating a loop is to define a variable. Set the initial value of the variable to the number of times you want to loop. For each loop we subtract one from this number. If the variable reaches zero, the loop will end. See the example below. 1. Visual IVR Script designer, select "Variables" from the "Script" menu.

2. Click on "Add".

3. Enter a name for the variable - in our case the name is "loop_var". 4. Select "INTEGER" as the Type (an integer is any whole number, positive or negative). Since we will be doing a calculation on this variable, subtracting "1" for each loop, it must be integer or numeric rather than a string. 5. In the "Initial Value" box, enter the maximum number of times you want to loop. In our example we will use 2.

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6. Click "OK" to save the variable.

7. Click on "OK" in the "Variables" window.

STEP 2 - ADDING AND CONFIGURING THE GET DIGITS MODULE

Configure the "GetDigits" module to accept an entry from the caller. In our example we accept a single digit (either 1 or 2) so we set the "Maximum Number of Digits" to 1. We are using the default "__BUFFER__" system variable. The callers input is stored in this variable.

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STEP 3 - ADDING AND CONFIGURING THE CASE MODULE

Configure the "Case" module with branches based on the callers input. We are comparing the value stored in the "__BUFFER__" system variable which was set by the callers input in the "GetDigits" module. Our loop will be used for the "No Match" branch. For looping we use the combination of the "If/Else" module and the "SetVariable" module to determine how many times a caller has cycled through the loop. "SetVariable" decreases the loop variable by 1 each time through the loop. "If/Else" checks the value of the loop variable to determine if the caller has looped the maximum number of time.

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STEP 4 - ADDING AND CONFIGURING THE IF/ELSE MODULE

If a caller makes an invalid entry or no entry at all, the IVR will use the "No Match" branch. The first module in the "No Match" branch is used to check the value of the loop variable. We use the "If/Else" module to do the comparison. If the value is equal to zero, we use the "If" branch. If it is greater than zero we use the "Else" branch. The "Else" branch is the loop. Since the initial value of the loop variable is "2" the first time through, the "If/Else" module will use the "Else" branch. 1. In the "If/Else" module click "Add" to add a new comparison.

2. In the "Variable" list select the loop variable you created ("loop_var" in our example).

3. In the "Comparison Type" list, select "Equals." 4. In the "Constant" box enter "0" (zero). 1054

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5. Click on "OK".

This module will check if the value of the loop variable is zero.

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STEP 5 - ADDING AND CONFIGURNG THE SETVARIABLE MODULE

After the "If/Else" module we use the "SetVariable" module to decrease the loop variable by "1". This module is basically counting the number of times the caller cycles through the loop. In our example we are counting down from the maximum number of loops set by the initial value of the loop variable (loop_var = 2). 1. In the "SetVariable" module, click "Add" to add a new entry.

2. Select the loop variable from the "Variable" drop-down list.

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3. Select "Function" for the "Assigned Value."

4. Select "DIFFERENCE(INTEGER, INTEGER)" in the drop-down list. We will use this function to subtract "1" from the loop variable.

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5. In the #1 "Function Argument", click on the second column and select "Variable".

6. In the third column for #1, select the loop variable ("loop_var" in our example). 7. In the #2 "Function Argument", select "Constant" in the second column. 8. In the third column for #2, enter "1". This is the value we will subtract from the loop variable. 9. Click on "OK".

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10. The assignment will be added to the SetVariable module.

STEP 6 - LINKING THE MODULES

1. Link the "If/Else" module from the "No Match" branch of the "Case" module. 2. Link the "If" branch of the "If/Else" module to the IVR branch used when the maximum number of loops is reached. 3. Link the "Else" branch of the "If/Else" module to the "SetVariable" module. 4. Link the "SetVariable" module to the "GetDigits" module. This will return the caller back to the original prompt. 5. See the first screen shot for an example. Note: There are other methods for creating loops. This is just one example. Another option is to set the loop variable to zero, then use "If/Else" to compare for the maximum number of loops and use "SetVariable" to add to, rather than subtract from, the loop variable. You can also insert a "Play" module inside the loop to inform the caller that they made an invalid entry.

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Connectors

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About Connectors
Five9 Connectors automate the manual process of looking up a customer record or completing a form. A connector is a URL executed on the agents PC when a call is accepted, disconnected, or dispositioned when a Contact Record is selected; when a preview record is delivered to the agent; when the agent initiates a warm transfer; or the connector can be manually launched by the agent. A connector can also be triggered when system dispositions are received. For dispositions triggered by system dispositions, a "queue will be used to prevent against excessive system load. Each VCC environment can support up to 1000 queued connector requests, with 10 executing simultaneously. The URL can contain call variables, such as customer data, call details, agent information, and worksheet data. On the connector properties window, you can choose call parameters and attach them to the connector URL. Parameters such as call length, handle time, wrap-up time, skill transfer, queue time, and hold time are available. Common uses for a connector are to post data to a web page or web form, and to look up a contact record in another application or a web service. Connectors may also be used for more complex functions, such as sending information or a request to an external database. Note: Campaign profiles and connectors are optional and not required to get started. Note: Administrators can give agents permission to use the embedded web browser to open any URL. This permission is found in the properties of the user account. The Connector execution does not require the agent permission; therefore Administrators can execute Connectors within the Agent application without giving permission to open any web page. You can use Connectors in Skill Transfer Module (IVR).

Functions
See Creating A Connector, Configuring The Connector, Assigning Connectors to Campaigns.

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General Information

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Connector URL and Its Parameters


Connector URL
The system supports both standard HTTP and secure HTTPS protocols. HTTPS can be used for the system disposition connectors. For secure connections you may use certificates in cases where the external web server uses a root certificate (unsigned/self-signed public key certificate). Five9 supports importing .CRT files or enabling the "Accept All Certificates option. Certificates can be configured in the Administrator UI ("Actions" menu in Administrator application "Configure" window "Certificates" tab). Read more in Installing Security Certificates.

URL Parameters
A Connector parameter is a field or constant that is appended to the URL. For GET requests, the URL length is limited to 2048 characters after the Five9 contact parameters are populated. This is the length of the URL when executed on the agent's PC with all contact data populated. In some cases, depending on the contact fields you choose to use (such as first name); the URL length will vary, as there may not be a standard field length. Note: When executing POST connectors, a security setting in Internet Explorer must be turned on in order for the connectors to work properly. Read more in Connector Execution on the Agent PC. 1063

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The following is an example of the syntax for a URL string: http://www.domain.com/page.htm?keyWord_1=@parameter_1@&keyWord _2=@parameter_2@ In this example, the script is page.htm. The question mark (?) indicates a sequence of keywords and parameters follow. Note: The question mark "?" is automatically added to the URL. The URL, script, and keywords come from your application, form, etc., not from Five9. Connector parameters can be configured on the connector properties window. Then URL strings are generated automatically with properly-formatted parameters.

To add a parameter, use the "Add Field" and "Add Constant" buttons. To remove a selected parameter or several parameters, click on the "Remove" button. When specifying Parameters, the Parameter Names can be changed to the names used in your script. This is done by double-clicking the Parameter name. Alternatively, you can enter your full URL string in the URL box rather than use the "Add Field" options.

VCC PARAMETER NAMES

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The VCC provides a set of standard parameter names. Connector parameters are identified by an opening and ending "@." For example, @Customer.first_name@. The ampersand (&) indicates an additional keyword/parameter pair follows, but this could change depending on your scripting. See below for the list of VCC parameters available. The type of call data handled by the parameter is identified by its name. Parameter names are case sensitive. See About Call Variables. The "Customer" data parameters are the contact fields available in your VCC, including the Five9 default fields and your custom fields (listed above as Customer.<custom field>). For example, if you create a contact field called "email address," the parameter would be Customer.email_address. To view the available fields, open the Administrator application and select "Configure" from the "Actions" menu. Customer.number is the ANI for an inbound call when a contact record for the phone is not available. Use this parameter to include the caller's phone number in a connector for an inbound campaign. Note: The configured "Display Format" for a custom Date, Time, or Date/Time field does not affect the format used in Connector parameter values. Date values are sent in yyyyMMdd format; Time values are sent in HHmmssSSS format; Date/Time values are sent in yyyyMMddHHmmssSSS format.

WORKSHEET FIELDS

Five9 Worksheet data (data collected from the Five9 Worksheet Wizard) cant be sent via a connector. General recommendations are listed below: To use worksheet data in a Connector URL, you must use the POST method. The worksheet questions are automatically inserted into the URL string when the Connector is executed on the Agent workstation. The worksheet question names are the parameters and the answers are the values. Therefore, your Worksheet question names must match the parameters used in the script called by the Connector. To enable Worksheet data, select the POST method and the checkbox for "Add Worksheet."

See the step-by-step guidelines in Configuring The Connector.

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Connector Execution on the Agent PC


The connector will execute automatically on the agents PC for the selected trigger. The connectors trigger setting will determine when it is executed: On Call Accepted, On Call Disconnected or On Call Dispositioned, Manually Started, or On Contact Selection. To trigger connectors that are "Manually Started," the agent must click on "Manual Connector" in the "Current Call" tab of the Agent application when processing a call. To trigger connectors which are executed "On Contact Selection," the agent must click "Select Contact Record" in the "Current Call" tab of the Agent application. The connector will be executed when a Contact Record is selected. If the connector is set up to "Execute in Browser," a browser window will open in the Five9 Agent screen when the connector executes. If the Use Current Browser Window option is enabled, the connector will be executed in the current browser window, if one is available. If the connector is not set up to "Execute in Browser," the agent will not see the connectors execution within the Agent application. This option is useful for "silently passing call data after a call is dispositioned (using the On Call Disposition trigger). When executing POST connectors, there is a setting in Internet Explorer that must be turned on in order for the connectors to work properly. IE has a security option which is off by default and needs to be enabled. Follow the instructions below. 1. Launch your Internet Explorer and select Internet Options from the Tools menu.

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2. Select the Advanced tab and in the Security section check the box next to Allow active content to run in files on My Computer.

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3. Click "Apply." 4. Then restart the Internet Explorer for the changes to take effect (refresh or F5 will not help).

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Connector Example
Here is an example of how to create a connector. In this case, the domain is "five9.com," the web page is "data.htm," and the data parameters are "Agent.id" and "Customer.company." The script's keywords are "agentId" and "Company" and the scripting language is ASP (Active Server Page). Additional keyword/parameter pairs can be appended to the string with the ampersand (&). This is how the URL string looks: http://www.five9.com/data.htm?agentId=@Agent.id@&Company=@Cust omer.company@ A section of the ASP code used to get the code from the page is shown below. The first line uses the keyword "agentId" to get the Agent.id data and the second line uses the keyword "Company" to get the Customer.company data. %=Request.Querystring("agentId")% %=Request.Querystring("Company")% When executed on the agent's PC for a call, the URL string looks similar to this: http://www.five9.com/data.htm?agentId=123456&Company=Acme%20Co mpany When constructing a Connector URL, remember that for GET requests the URL length is limited to 2048 characters after all parameters are populated with call/contact data.

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Configure

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Creating A Connector
Connectors are created for posting data to a web page or external application.

SUMMARY

How to create a Connector

How to Create a Connector


Follow the instructions below to create a connector in your Five9 Administrator application. 1. In the Navigation pane, click on "Connectors."

2. In the toolbar, click "Add Object" (+ button).

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You can also right-click on "Connectors" and select "Add Connector" from the displayed menu.

3. Enter a descriptive name for the connector.

4. Click "OK" to open the "Select Connector Type" dialog.

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5. Select "Web Connector."

6. Click on "Create Connector" to add your Connector to the system.

7. The created Connector is "empty." Now you need to configure it. Read more in Configuring The Connector.

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Configuring The Connector


You may need to configure the Connector in the following cases: After you create it. If you need to change some options. Each call record contains data fields about who handled the call, the campaign it is related to, the contact, and the disposition of the call. This information can be substituted in the connector URL and executed on the agent's PC when processing a call. See the table in Default Call Variables for a list of all available parameters. Configuring a connector involves entering the URL string and selecting a trigger that executes the connector. The string must be in URL format, and include one or more Virtual Call Center (VCC) parameters and their associated keywords. The URL defines the host name, the script to execute, the parameters passed to this script, and the keywords that map to the VCC data. The trigger defines when you want to execute the URL. You can select from trigger types: when a call is accepted, disconnected, or dispositioned; when a Contact Record is selected; when a preview record is delivered to the agent; when the agent initiates a warm transfer; or the connector can be manually launched by the agent.

SUMMARY

How to configure the Connector | How to rename Connectors

How to Configure the Connector


Follow the instructions below to Define the connector options.

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1. In the Navigation, pane click on "Connectors."

2. Right-click on the created connector and select "View Properties of" from the displayed menu.

As a shortcut, you can double-click the connector you just created to open its "Properties" window.

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3. The connector properties window opens.

4. Define the following options: Description - In the "Description" text box, optionally type in the purpose for the connector. URL - In the URL text box, enter the URL address of the script. Method - The following request types are supported. Both supported request types may include date and time details about calls, including calls start and end date, time, or timestamps: HTTP GET method - This method sends parameters and values to the external scripts. HTTP POST method - This method allows for more complex requests to be sent to web servers. Using the POST method enables connectors to send worksheet data from a call, along with all call details and contact fields. Text on Starting Page - This option allows the Administrator to enter text to be displayed in the browser (or Agent "Browser" tab) while waiting for POST Connector execution to complete. The text is only available if using the POST method. Parameters - Connectors can include Worksheet data using the POST method. Note: When specifying Parameters, the Parameter Names can be changed to the names used in your script. This is done by double-clicking the Parameter name. 1076

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Note: You can enter your full URL string in the URL box rather than use the "Add Field" options. Add Worksheet - To enable Worksheet data, select the POST method and the checkbox for Add Worksheet. Add Field - Click on this button to open a popup which allows you to select the necessary fields to be used as parameters. Check the necessary items and click "OK."

Note: The configured "Display Format" for a custom Date, Time, or Date/Time field does not affect the format used in Connector parameter values. Date values are sent in yyyyMMdd format; Time values are sent in HHmmssSSS format; Date/Time values are sent in yyyyMMddHHmmssSSS format. Add Constant - Click on this button to add a constant to append to the URL.

Remove - Select one or several parameters and click "Remove" to delete them from the list. Execute in Browser - This option opens the connector in the embedded or external browser window on the agent PC, allowing the agent to view or enter data. If you do not select this option, a browser window will not open on the agent PC. This is typically the desired action when using the "On Call" disposition triggers explained below. Note: The browser built into the Agent application acts as a simplified web browser. The main purpose of the "Browser" tab is to allow customers using Connectors to use a single agent interface. 1077

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If the "Execute in Browser" option is selected, you must define the following options. Agent application Use Embedded Browser - Rather than requiring multiple applications for Connector execution, this feature executes the Connector within the Agent application, in the "Browser" tab. Use External Browser - Select this option if you would like new browser windows to open every time the connector is launched. Note that this behavior can be affected by the tab settings in the browser. CTI Web Services Use Current Browser Window - Select this option if you would like the connector to load in an Internet Explorer browser windows (if one is open). New Browser Window - Select this option if you would like new browser windows to open every time the connector is launched. Note that this behavior can be affected by the tab settings in the browser.

5. Click on "Trigger" and select one of the following options: On Call Accepted - Select this option if you want the Connector URL executed when a call is answered by an agent. On Call Disconnected - Select this option if you want the Connector URL executed when a call is disconnected (hung up). 1078

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On Call Dispositioned - Select this option if you want the Connector URL executed when the call is dispositioned. If this option is enabled, the "Dispositions that trigger this connector," becomes activated. Select all of the dispositions which should trigger this connector. This option does not apply to "Decline Preview Record Dispositions." Manually Started - Select this option if you want agents to manually execute Connector URLs by clicking on "Manual Connector" in the Agent application. Agents will then be responsible for opening the connector. On Contact Selection - Select this option if you want the Connector URL to be executed when agents select a contact to associate a call with by pressing the "Select Contact Record" in the Agent application. On Warm Transfer Initiation - Select this option to execute the Connector when the agent starts a Warm Transfer.

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6. Click on "Save" or "Apply" to save the new options.

How to Rename Connectors


To rename a connector using the right-click menu, follow the instructions below. Note: You can also rename the objects in their properties window.

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1. Click on "Connectors" in the left Navigation pane.

2. Right-click on a connector name in the list and select "Rename" from the displayed menu.

3. Replace the object name with a new one.

4. Confirm your entry by clicking on "OK."

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Assigning Connectors to Campaigns


SUMMARY

How to assign a Connector to a Campaign | How to remove a Connector from the Campaign

How to Assign a Connector to a Campaign


To activate a connector it must be assigned to one or more campaigns. See Managing Connectors Of The Outbound Campaign.

How to Remove a Connector from the Campaign


See Managing Connectors Of The Outbound Campaign.

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Reason Codes

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Reason Codes
Reason Codes are selected by agents when going not ready or when logging out. The selected reason code provides more information about the cause of the agent unavailability. The reason codes can be managed by Administrators. Administrators can enable and configure reason codes to keep track of agent states better. The existing codes are listed in the "Reason Codes" folder in the Five9 Administrator application.

Types
There are codes provided by default but administrators can disable, rename or delete them if needed, or create new custom codes as needed. Those marked as System codes cannot be modified or deleted. Read more in Custom Reason Codes, System Reason Codes. Reason Codes are subdivided into Not Ready Codes and Logout Codes. Not Ready codes are used when agents become unavailable for calls. Logout codes are used when agents log out of their stations.

Functions
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Administrators can create, edit, and delete reason codes for agent events. Administrators can edit and delete the default reason codes. Short-cut keys can be defined for each code. See Creating Reason Codes, Managing Reason Codes. The Reason Codes feature can be enabled in the "VCC Configuration" window called by selecting the "Actions" > "Configure" menus. Read more in VCC Configuration: Other Settings.

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General Information

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Five9 Administrator Guide

Custom Reason Codes


Custom Reason Codes are a type of reason codes that the Administrator can modify or delete. There are some codes provided by default. These can be disabled by going to the reason codes properties by right-clicking on the code, and unchecking the "Enabled" checkbox. They can also be renamed either by right-clicking on the code or in the codes properties. The default custom reason codes are below: Default Not Ready Codes Break - Can be used when agents go on personal breaks. Email - Can be used when an agent needs to go "not ready to send emails." Fax - Can be used when an agent needs to go "not ready to send faxes." Follow-Up Work - Can be used if the agent needs to go "not ready to do follow up work." Meal - Can be used when an agent goes on meal or lunch break. Meeting - Can be used when an agent needs to go "not ready for a meeting." Team Meeting - Can be used when an agent needs to go "not ready for team meeting." Training - Can be used when an agent is on training. Default Logout Codes Email - Can be used when an agent needs to log out to send an email. End Shift - Can be used when an agent logs out at the end of the shift. Fax - Can be used when an agent needs to log out to send faxes. Meal - Can be used when an agent needs to log out for lunch or meal break. Split-Shift - Can be used when an agent needs to log out for the first part of the shift.

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System Reason Codes


System Reason Codes are reason codes that the system uses for certain events. They cannot be modified or deleted by the administrator. System Not Ready Codes Forced - Used when a supervisor forces the agent to go on not ready status. System - Used when the system forces the agent to go on not ready. E.g., an inbound call is offered to the agent but the agent did not pick up the call. Task Completion - Used when the agent has some tasks pending that might be lost when status is changed. For example, while on call, the agent clicked on "At End of Call Switch to" and selected "Meeting." Then the agent clicked on "Park Call." The agent is placed automatically on "Task Completion" to give a way for the parked call to be processed before going to "Meeting" status. Another example is when the agent accepts a skill voicemail but has not completed processing it. The agent cannot switch to other not ready codes unless the skill voicemail is completed. System Logout Codes Forced - Used when an agent is forced to log out from the system either by the Supervisor or by the same user who logged in using a different computer. System - Used when a system error or maintenance forces the agent to log out. For example, it is used when the agent loses Internet connection or the agent application abnormally loses connection with the server.

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Configure

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Creating Reason Codes


How to Add Reason Codes
1. In the Navigation pane, click or expand the "Reason Codes" folder.

2. In the "Reason Codes" folder, right-click one of the following sub-folders: Not Ready codes Logout codes Select "Add Reason Code" from the displayed menu.

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You can also click on "Add Object" (+ button) after selecting a reason codes sub-folder.

3. In the displayed window, enter the following information: Reason Code Name - This name will be shown to the agents to be selected. Shortcut (optionally) - Enter key(s) which can be pressed by the Agent and the current reason code will be selected. By default, <T> key is reserved for the Training default reason code. Enabled - Click the checkbox to provide the ability for agents to select this reason code. Disabled reason codes cannot be selected by the agents. Paid Time - indicates whether the reason code will be counted as paid time in reports.

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4. Click on "Apply" or "Save."

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Managing Reason Codes


Follow the instructions below to work with reason codes in your Five9 Administrator application.

How to Rename Reason Codes


Follow the instructions below to rename the reason codes by using the "Rename" option in the menu. Note: You can rename objects in their properties window. See How to edit reason codes. 1. In the Navigation pane, expand/click on the "Reason Codes" folder.

2. In the "Reason Codes" folder, select one of the following sub-folders: Not Ready codes Logout codes

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3. Right-click a reason code you want to rename. From the displayed menu, select "Rename."

4. Enter a new name in the displayed dialog.

5. Confirm your entry by clicking "OK."

How to Access Reason Code Properties Window

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1. In the Navigation pane, right-click on "Reason Codes."

2. In the "Reason Codes" folder, select one of the following sub-folders: Not Ready codes Logout codes

3. Double-click a reason code in the list to open its properties window. You can also right-click an item in the list and select "View Properties of ..." from the displayed menu.

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How to Enable/Disable Reason Codes


1. Open the reason code properties window. 2. Select the "Enabled" checkbox.

3. Click on "Apply" or "Save."

How to Delete Reason Codes


Follow the instructions below to permanently remove the reason codes from the system. Note: Not all default reason codes can be deleted. "Forced," "System," and "Task Completion" cannot be deleted.
OPTION 1 - DELETING AN INDIVIDUAL ITEM

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1. In the Navigation pane, expand/click on the "Reason Codes" folder.

2. In the "Reason Codes" folder, select one of the following sub-folders: Not Ready codes Logout codes

3. The reason codes of the selected sub-folder will be shown on the right. 4. Right-click on the item and select "Remove" from the displayed menu.

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5. Confirm your request to delete the reason code by clicking on "Yes" in the confirmation window.

6. The reason code is deleted from the system.

OPTION 2 - DELETING INDIVIDUAL OR MULTIPLE CODES

1. You can also select the "Reason Codes" folder, then one of its sub-folders and click on "Remove Object(s)" in the toolbar.

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2. The "Remove Object" dialog opens. It allows you to select one or several items at a time to delete.

3. Click on the reason code(s) which you want to delete from the system. To select several objects, hold <SHIFT> or <CTRL> keys while selecting the items.

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4. Click on "OK." 5. Confirm your request to delete the item(s) in the confirmation window. Click "Yes" for every item or "Yes To All."

How to Define Shortcuts for Reason Codes


1. Open the reason code properties window. 2. Type one alphanumeric character to be used in the "Shortcut" field.

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3. Click on "Apply" or "Save."

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Workflow Rules

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About Workflow Rules


The Workflow Rules feature allows administrators to define rules to automate campaign related tasks. It is mostly referred to in Outbound Campaigns. Workflow Rules are conditional statements defined by events and the actions that take place when the events are triggered. For example, start another campaign when an Outbound Campaign stops because it is out of numbers. Or, stop a campaign on a specified date and start another.

Accessing
You can manage the workflow rules from the "Workflow Rules" folder in the Navigation pane. All available rules will be displayed in the "List" pane on the right. There you can see the following columns: Enabled Description Event(s) Action(s) The information displayed in the columns can be accessed and updated via the "Workflow Rule Properties" window.

Functions
The system allows the administrators to add, update, enable/disable, and delete workflow rules. All system-wide actions are available through the "View Event Log" menu. See Event Log. 1103

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General Information

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Events for Workflow Rules


An Event is a condition which must evolve evaluate to true in order for the action to take place. Event = "if A Workflow rule can contain one or several events. You can add multiple events and join them with operators. When the expression evaluates to TRUE, the event is triggered and the actions take place.
EVENT DESCRIPTION PARAMETERS

Campaign is out of Numbers

Triggers the actions when the specified campaign has no more numbers in the lists to dial. Triggers the actions when the campaign is stopped (automatically or namually). Triggers actions on the specified date and time.

Campaign

Campaign is Stopped

Campaign

Date and Time

Date Time Time Zone

Day/Time

Time of day to trigger the action. Triggered every day at specified time.

Time: 12:00am to 12:00am Time Zone Campaign Disposition Maximum value

Disposition Counter

Triggers the actions when the number of specified dispositions is reached for the campaign. You can also find the disposition counter in Campaign Profile Properties.

List Completion

Triggers the actions when the specified list is completed by the specified percentage for the campaign.

Campaign List Completion Percentage Campaign Time in seconds (default is 60 seconds)

No records for immediate dialing

The campaign does not have records to dial within the time specified, when agents are available for calls.

Example event properties:

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See also: Creating Workflow Rules.

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Actions for Workflow Rules


Workflow Rules are defined by events and the actions that take place when the events are triggered. Action = then You can define one or several actions for each rule.
ACTION DESCRIPTION PARAMETERS

Change active profile

Changes the profile for the selected campaign.

Campaign Profile Campaign List Priority

Change list priority

Changes the Priority setting for the selected list in the specified campaign.

Change list ratio

Changes the Ratio setting for the selected list in the specified campaign. For example, you can change list ratio depending on the time of the day. It can help you to dial fresh leads during the day, and to dial older leads at the end of the day. You can change list ratio depending on day in case your list needs to be "freshened" after a couple of weeks. In this case, you may want to dial the old list more frequently because you need to dial more numbers to get contact.

Campaign List Dialing Ratio

Popup dialog notification

Displays a popup notification message to users with Administrator and/or Supervisor roles. Starts dialing from the top of the list(s) in the selected campaign. Note: You can reset list position manually. See Resetting List Position.

Text Receivers Campaign

Reset dial position to the top of the lists

Send email

Sends message to the specified email.

To addresses (up to 5) Reply To Subject Text 1107

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Event Description (which the system will automatically generate) Start Campaign Starts the selected campaign if it is not running. Generates error in event log if campaign cannot be started. Stop Campaign Stops the selected campaign if it is running. Campaign Campaign

Example action properties:

See also: Creating Workflow Rules.

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Workflow Rule Conditions


Results of workflow rule actions are recorded in the Event Log. The actions selected in the workflow rule are triggered when the expression configured on the events tab changes from a value of FALSE to TRUE. Actions are executed in the order listed under the "Actions" tab, from top to bottom.

If an action cannot be executed (attempting to start a campaign that does not have a list for example), the action is skipped and the next action in the list is attempted. Errors and exceptions can cause a rule to be automatically disabled. These exceptions are recorded in the event log. Possible exceptions include the following: Recursion - Execution of an action causes triggering the action again. In this case, the rule is automatically disabled. Flooding - Triggering of the rule too frequently. If the rule is triggered again in less than one minute three times in a row, the rule is automatically disabled.

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Event Log
The Event Log allows administrators to view the results of workflow rule actions as well as other campaign related activities. The Event Log also allows customers to track workflow rule actions and other administrative changes. To access the Event Log, select "View Event Log" from the "Actions" menu in the Administrator application.

The Event Log shows the date and time of the event, the event type, and a description of the event. Selecting an event from the list shows the event details in the lower panel of the screen. Click on "Details" to show or hide the details. The number of records in the log is limited by 10,000 per domain. When the limit is reached, the old records are cleaned automatically.

The table below shows the events logged to the Event Log. WR = Workflow Rule.
SYSTEM EVENT EVENT SOURCE MESSAGE IN WR LOG DETAILS

Start campaign CAMPAIGN

Campaign name has been started manually

Contains information about the agent and application type the start was run from. Information about campaign parameters (and profile parameters) has to be placed here. Contains information about the cause of the start (dialing rule for now). Information about campaign parameters (and profile parameters) has to be placed here. Contains information about the agent and application type the stop was run from. Contains information about the cause of 1110

Campaign name has been started automatically

Stop campaign CAMPAIGN

Campaign name has been [forcedly] stopped manually Campaign name has

Five9 Administrator Guide

been stopped automatically

the stop: Campaign out of numbers W