Agent Desktop Plus Guide

Cloud Contact Center
Software
Agent Desktop Plus

User’s Guide
July 2021
This guide describes how to process voice and text interactions with
campaign tools, such as scripts, connectors, and worksheets.
Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be
claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change
without notice, and are provided without warranty of any kind, express or implied. Copyright © 2021 Five9, Inc.
About Five9
Five9 is the leading provider of cloud contact center software, bringing the power of
the cloud to thousands of customers and facilitating more than three billion customer
interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers,
delivering software to help organizations of every size transition from premise-based
software to the cloud. With its extensive expertise, technology, and ecosystem of
partners, Five9 delivers secure, reliable, scalable cloud contact center software to help
businesses create exceptional customer experiences, increase agent productivity and
deliver tangible results. For more information visit www.five9.com.
Trademarks
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2 Agent Desktop Plus • User’s Guide

Contents
What’s New 8
Preparing Your Station 9

Logging into Agent Desktop Plus 10
Connecting to Unified Communications Systems 11
Skype for Business 12
Microsoft Teams 13
Zoom 15
Office@Hand 17
RingCentral 18
Selecting a Station 20
Softphone Station 20
WebRTC Station 21
PSTN Station 22
Gateway Station 24
No Station 25
Installing the Software 26
Automatic Installation 26
Chrome and Edge 26
Firefox Extension 28
Internet Explorer 30
Safari 32
Manual Installation 33
Softphone Status Indicator 34
Softphone Files 34
Selecting Audio Devices 34
Monitoring Queues 35
Recording a Voicemail Greeting 37
Updating the Extensions and the Softphone 37
Changing Your Password 40
Managing Your VCC Account 40
Changing Your Password and Security Answers 41
Resetting Your Forgotten Password 42
Removing the Adapter 43
Using Agent Desktop Plus 47

Understanding Your Dashboard 47

Status Information 47
Login Status 47
ACD Status and Softphone Sound Control 48
Dashboard Resources 48
About Your Adapter 49
Making Test and Training Calls 50
Troubleshooting Your Application 50
Softphone Logs 50
Event Logs 51
Requesting Help from a Superior 52
Customizing Your Station 54
General Settings 54
Selecting Your Skills 55
Setting Your Display Language 55
Voice Channel Settings 55
Audio Device Settings 56
Sound Alert Settings 57
Text Channel Settings 57
Text Channel Queue Filter Settings 59
Testing and Adjusting Your Headset 60
Connectivity 61
Adjusting the Softphone Volume 61
Changing Your State 62
Sending and Receiving Internal Messages 65
Initiating Internal Chat Sessions 65
Sending Broadcast Messages 67
Responding to Chat Invitations 68
Participating in Multiple Simultaneous Sessions 68
Sorting Messages 68
Using the Address Book 69
Tracking Your Activities 70
Using Agent Assist 72
Accessing Agent Assist 72
Accessing Agent Assist in Agent Desktop Plus 73
Accessing Agent Assist in a Browser Window or Tab 73
Understanding Agent Assist Workspace 74
Managing Contacts 76
Creating Contacts 76
Modifying Contact Records 78
Searching Your Contacts Database 79
Simple Search 80
Detailed Search 80
Find Anywhere in Contact 80

Find in Specific Field 81
Viewing Contact History 82
Processing Calls 84
Dialing Calls 85
Calling the Emergency Number 85
Manual Calls 86
TCPA Manual Touch Mode 88
Numbers in the DNC List 89
Receiving Calls 89
Using Campaign Features 91
Scripts 92
Worksheets 93
Connectors 94
Call Preview 95
Recordings 97
Using Dispositions 98
Making Conference Calls 101
Warm Conference 102
Cold Conference 105
Transferring Calls 106
Warm Transfer 107
Cold Transfer 107
Performing a Cold Transfer 107
Understanding Cold Transfer Settings 108
Managing Calls on Hold and Parked Calls 109
Calls on Hold 109
Parked Calls 110
Managing Missed Calls 111
Recording Calls 112
Adding Comments to the Call Log 113
Adding Numbers to the DNC List 113
Between Calls 114
During Calls 114
With a Disposition 115
Ending Calls 115
Processing Voicemail, Reminders, and Callbacks 118

Processing Voicemail Messages 118
Skill Voicemail Messages 118
Personal Voicemail Messages 121
Managing Reminders 123
Creating Reminders 124
Modifying Reminders 125

Returning Scheduled Calls 127
Scheduled Calls 127
Manual Calls 128
Processing Digital Engagement Interactions 130

Assigning Text Interactions 131
Manually Choosing Interactions 133
Receiving Both Voice and Text Interactions 135
Preview Chat 136
Automatically Assigned Interactions 138
Interaction History 139
Handling Text Interactions 140
Associating Contact Details With an Interaction 140
Working With Email Interactions 141
Composing Email Interactions 141
Replying to Email Interactions 142
Forwarding Email Interactions 144
Transferring Email Interactions 144
Working With Chat Interactions 146
Basic Handling 146
Reminder Messages and Automatic Closure 147
Using Assistances 147
Text Details 149
Adding Comments to Interactions 150
Using Five9 Visual Engagement 150
Audio and Video Console 151
Previewing Customer Details Before a Video Session 151
Initiating a Video Session 152
Transferring or Ending Video Session Interactions 153
Searching Email Interactions 154
Performing a Basic Search 155
Using Advanced Search 157
Using Text Channel Dispositions 159
Preparing Your Browser 160

Chrome 160
Enabling Pop-Up Notifications 160
Disabling Browser Notifications 161
Firefox 162
Enabling Pop-Up Notifications 163
Edge 164
Allowing Pop-Up Notifications 164

Internet Explorer 169
Safari 171
Adding Exceptions for the Adapter 171
Hot Keys and Keyboard Shortcuts 173

Navigation 173
General Keyboard Actions 174
State Management 174
Quick Actions 174
Call Management 175
Voicemail Management 176
Text Channels 176

What’s New
This table lists the changes made in the last six releases of this document:
Release Changes
July 2021 l Removed information about Teams login from Microsoft Teams.
June 2021 l Added Edge browser support:
o Automatic Installation
o Manual Installation
o Updating the Extensions and the Softphone
o Removing the Adapter
o Preparing Your Browser
May 2021 l Added RingCentral.

April 2021 l Updated information on attachments in Composing Email Interactions.
l Updated information on attachments in Replying to Email Interactions.
March 2021 l Added Using Agent Assist.
l Added Office@Hand.
l Added Calling the Emergency Number.
l Updated Managing Your VCC Account.
l Updated Preparing Your Browser.
September 2020 l Added Microsoft Teams and Zoom adapters to Connecting to Unified
Communications Systems.

Preparing Your Station
Your station is a web-based communication system for handling voice and text
interactions for your organization. To manage your interactions, you must set up a
station and connect a phone to your station. To manage only text interaction, you do
not need to set up a phone in your station.
This guide describes all the features of Five9 Agent Desktop Plus. However, you see only
the features that you have permission to use and are relevant to your current task. You
may install the Five9 Agent Desktop Plus Web client while maintaining access to the Java
client, but you may not use both at the same time.
Logging into Agent Desktop Plus

Connecting to Unified Communications Systems
Selecting a Station
Installing the Software
Selecting Audio Devices
Monitoring Queues
Recording a Voicemail Greeting
Updating the Extensions and the Softphone
Changing Your Password
Managing Your VCC Account
Removing the Adapter
Important
Your administrator may have already configured your browser and installed the
adapter. Therefore, follow Preparing Your Browser and the steps below only if
you are instructed to do so. In this case, be sure that you have the information
provided by your administrator: user name (agent ID), password, station
number, type of connection, and URL if appropriate.
Due to issues in Mac OS 10.12.1 with Safari 10.0.1, you may experience one of
these problems when the softphone adapter and the extension are installed:
l After users install the softphone adapter and the extension, an error
message is displayed. To resolve the issue, users should press Command
+ R to manually refresh the page.
l After users install the softphone adapter and the extension, the adapter
may crash. To resolve this issue, users should log out and reopen the
browser. After that, the expected three tones are played.

Preparing Your Station Logging into Agent Desktop Plus
Logging into Agent Desktop Plus

Use your credentials to log into the Five9 Web site. Your administrator may have
provided separate credentials for the Five9 Web site and Agent Desktop Plus.
1 Click Login.
2 Enter your credentials.
This image displays all the possible options you may see.

Preparing Your Station Connecting to Unified Communications Systems
3 Click Agent and select Web.
4 Enter the credentials for your station.

When you log in for the first time, you may be prompted to change your
password and/or answer security questions. You see either of these login
windows.
5 Follow the instructions that are displayed.
Connecting to Unified Communications Systems

This section describes connecting your station to Unified Communications (UC)
systems, giving you access to contact information that is maintained in those systems.

Skype for Business

Microsoft Teams
Zoom
Office@Hand
RingCentral
Skype for Business

This option may be enabled by your administrator. Skype enables you to view your
corporate contacts in the address book and to communicate with them. Your station
may be set to use Skype in one of two ways:
l If Skype messages are processed by Agent Desktop Plus, the address book
displays the instant messaging button (IM) for each Skype contact.
l If Skype messages are processed by Skype, you cannot use messages to
communicate with Skype contacts.
Important
New messages sent from Skype may disappear from Skype and reappear in the
Five9 Agent Desktop interface.
If you are logged into a PSTN station with your Windows credentials, you are
automatically connected to Skype. If you are not connected to your company’s
Windows domain, you are prompted for credentials. In this case, log into Skype with
the credentials provided by your administrator. You can log into Skype at any time.
When you are logged in, your presence is updated in Five9 and in Skype. With short
interactions, your status may still show as busy after you complete the call. This is
temporary and resolves itself with the next call.
In the address book, you are visible to all Five9 users whether or not they are Skype
users. If you have more than one Skype account, such as personal and business
accounts, your name is listed once for each account. Your corporate contacts appear as

contacts in your application. You can call and chat with them at any time, and you can
chat with users who do not have Skype.
When you open the address book, you can see the Skype connection status in the title
bar. If you click the icon, the login window is displayed.
To call or send a text message to a contact, click in the contact’s row, and do either of
the following actions:
l Click the phone or IM icon in the contact’s row.
l Click the IM or Call button at the bottom of the window
Your Skype connection synchronizes contacts with your Agent Desktop plus directory.
Once synchronized, your directory lists contact numbers in the following order:
1 Work phone is shown.
2 If the work phone is not configured, the cell phone is shown.
3 If the cell phone is not configured, the Other phone is shown.
4 If the Other phone is not configured, the home phone is shown.
5 If the home phone is not configured, a dash is shown and you cannot contact
that Skype contact by telephone.
Microsoft Teams
If your administrator has enabled Microsoft Teams (hereafter Teams), your address
book lists Teams contacts and Five9 agents and skills. You can search for available
Teams contacts to consult with, transfer to, or add to a conference call.
When you open your address book, an indication that Teams is connected appears at
the top right of the window.

Note
If you see a red icon at upper right indicating that pop-ups are blocked, click the
icon, select Always allow pop-ups, and refresh the page. Alternatively you can
add exceptions as described in Preparing Your Browser.
If the connection to Teams is lost, the indicator at upper right changes. Click the circling
arrows icon to reconnect.
1 Click to reconnect
Users and Presence. All Teams users are listed and their Presence status is displayed
as follows:
l Green circle with checkmark: Available
l Yellow circle: Away
l Red circle with x: Busy
l Greyed-out circle: Offline
You can filter the records that are displayed.

l Search field: As you type, the list of entries is narrowed down to a list that
matches your criteria.

l Use the Groups, Roles and States menus to filter for those values.
l Use the Sort Contacts menu (displaying By Role in the figure) to sort the results
by name, role, or state.
Viewing Contact Details. Hover over a contact and click More to display these
additional details:
l Phone number
l Company
l Location
l Time zone
Calling a Contact. Click in a contact row, and do either of the following actions:
l Click the phone icon in the contact’s row.
l Click Call at the bottom of the window.
Transferring a Call. You can transfer a call to a Teams contact or add a Teams contact
to a conference call as you can with other contacts in your address book. See
Transferring Calls.
Zoom
If your administrator has enabled Zoom, your address book lists Zoom contacts and
Five9 agents and skills. You can search for available Zoom contacts to consult with,
transfer to, or add to a conference call.
When you open your address book, an indication that Zoom is connected is displayed
at the top right of the window.

Users and Presence. All Zoom users are listed and their Presence status is displayed
as follows:

Viewing Contact Details. Hover over a contact and click More to display these
additional details:
l Phone number
l Company
l Location
l Time zone

Transferring a Call. You can transfer a call to a Zoom contact or add a Zoom contact
to a conference call as you can with other contacts in your address book. See
Transferring Calls.
Office@Hand
If your administrator has enabled Office@Hand, your address book lists Office@Hand
contacts and Five9 agents and skills. You can search for available Office@Hand contacts
to consult with, transfer to, or add to a conference call.
When you open your address book, an indication that Office@Hand is connected is
displayed at the top right of the window.
Users and Presence. All Office@Hand users are listed and their Presence status is
displayed as follows:


Viewing Contact Details. Hover over a contact and click More to display additional
details:
Transferring a Call. You can transfer a call to an Office@Hand contact or add an

Office@Hand contact to a conference call as you can with other contacts in your
address book. See Transferring Calls.
RingCentral
If your administrator has enabled RingCentral, your address book lists RingCentral
contacts and Five9 agents and skills. You can search for available RingCentral contacts
to consult with, transfer to, or add to a conference call.
When you open your address book, an indication that RingCentral is connected is
displayed at the top right of the window.

Users and Presence. All RingCentral users are listed and their Presence status is
displayed as follows:

Viewing Contact Details. Hover over a contact and click More to display additional
details:

Preparing Your Station Selecting a Station

Transferring a Call. You can transfer a call to a RingCentral contact or add a

RingCentral contact to a conference call as you can with other contacts in your address
book. See Transferring Calls.
Selecting a Station
To process voice interactions, connect Agent Desktop Plus to either a softphone,
WebRTC, PSTN, or gateway station. This remainder of this guide describes in detail how
to use a softphone.
Softphone Station
WebRTC Station
PSTN Station
Gateway Station
No Station
Softphone Station
Select this option to use your computer for calls. This option is the default.
1 Select Softphone.
2 Enter your station ID, and click Next.
3 Continue with Installing the Software.

WebRTC Station
Select this option to use WebRTC for your voice interactions.
1 Select WebRTC.
2 Enter your station ID, and click Next.
3 If you are prompted to grant access to your browser to use the microphone for
audio, select Allow.
If there is an option like Remember this decision, select it.
Note
If you want to change your audio device settings later on, it is preferable
to do so in the operating system settings rather than the browser
settings.
4 Confirm your audio devices, and click Next.
5 If you heard the three tones, click Next.

Three tones in your headset indicate you are connected to your station. The
STATION CHECK display indicates whether your connection attempt was
successful.
Visual indicators that you have successfully connected using WebRTC are:
A red dot on your Agent Desktop Plus tab.
A WebRTC Connected indication in application UI.
6 If your VCC administrator allows you to select queues to use during your session,
continue with Monitoring Queues.
PSTN Station
Important
Before logging into a PSTN station or forwarding calls between sessions, be sure
that you have permission from your administrator because you may incur high
long-distance fees.
Select this option to use Five9 UC, PBX, or your desk phone.

1 If you have a Skype for Business account, enter your Skype for Business account
number to enable Five9 UC. Once connected, set the status to Available for the
PSTN connectivity to work.
If you are using your desk phone, enter the number in the local dialing format. If
you are based in the U.S., use the standard ten-digit phone number, such as 925-
555-1234. If you are based in a European contact center, use the standard ITU-T
E.164 international number format, including the country code, such as +44-1-
2222123456.
2 To connect your station now, select Yes.

If you choose No, you receive a message that says you have decided to connect
your station later.
3 Click Next to start the connection.
4 Answer the phone when it rings.

The system saves all settings except your password. If your administrator has set
a maximum number of unsuccessful login attempts before locking your account,
a Last Try message is displayed at the top of the login window during your last
attempt. To unlock your account, contact your administrator.
5 If you heard the three tones, click Next to select your skills for this working
session.
Three tones in the PSTN device indicate you are connected to your station. The
successful.
6 If your VCC administrator allows you to select queues or skills to use during your
session, continue with Monitoring Queues.

Gateway Station
Gateways are used with Internet Protocol (IP) phone systems. Calls to and from the
Five9 Virtual Contact Center (VCC) are processed across the Internet.
1 Select Gateway.
2 Enter the station address provided by your VCC Administrator.

The format for the station address is a combination of the port number and the
public IP address used for access to the gateway in your domain.
3 To connect your station now, select Yes.

If you choose No, you receive a message that says you have decided to connect
your station later.
4 Click Next to start the connection.
5 Answer your gateway station phone when it rings.

The system saves all settings except your password. If your administrator has set
a maximum number of unsuccessful login attempts before locking your account,
a Last Try message is displayed at the top of the login window during your last
attempt. To unlock your account, contact your administrator.

6 If you heard the three tones, click Next to select your skills for this working
session.
Three tones in the PSTN device indicate you are connected to your station. The
successful.
7 If Your VCC administrator allows you to select queues or skills to use during your
session, go to Monitoring Queues.
No Station
If you do not connect a phone to your station, you can still do the following tasks:
l Manage contacts
l Engage in text interactions with Five9 Chat or Five9 Email
l Process voicemail
Select None.
Click Next in the Station Setup screen to display the Station Check screen.
Note
If you select the None station type you will not be able to place or receive calls
until you change your station type.
If Your VCC administrator allows you to select queues or skills to use during your
session, see Monitoring Queues.

Preparing Your Station Installing the Software
Installing the Software

If your administrator has installed the Five9 softphone, you will not be prompted to
install any components. In this case, skip this section, and go to Selecting Audio
Devices.
Automatic Installation
If your administrator has not installed the Five9 softphone, follow the section for your
browser. As soon as your browser detects that the softphone is not installed or requires
an update, the appropriate download links for your browser appear:
l Chrome, Edge, Firefox, and Safari: softphone and extension.

l Internet Explorer: softphone only.
Chrome and Edge

In addition to the softphone, Chrome and Edge requires an extension for all softphones
except WebRTC.
Note
The softphone and extension for Chrome and Edge are compatible. The steps to
install softphone and extension for Chrome and Edge are the same.

1 Click Install Five9 Browser Extension.
2 In the Chrome Store, click Add to Chrome.
3 Return to the Station Check and click Refresh.
4 Click Download and Install Five9 Softphone.
5 Click Run to install the Five9 softphone.
6 Click Finish to complete the installation.

7 Proceed to Selecting Audio Devices.
Firefox Extension
In addition to the softphone, Firefox requires an extension to be used in 64-bit and 32-
bit systems.
2 Click Install to install the Five9 browser extension.
A confirmation message indicates successful installation.

3 Download and install the Five9 Softphone.
Your Five9Softphone.msi may appear in your Firefox downloads folder. Click the
download to access the installer from your downloads folder.
4 Click Run to install the Five9 softphone.
5 Click Finishto complete the installation.

To confirm the installation, check your Firefox extensions. Activation is

automatic.
Internet Explorer
You need to install only the softphone.
1 Click Download and Install Five9 Softphone.
2 If you are prompted to allow the download because of your site’s security
settings, click Allow.

3 Save the file.
4 To start the installation, locate and open the file.
5 If you see a security warning, allow the installation.
6 Click Run.
7 When done, click Finish.

You hear three tones, which indicate that your station is working and the audio
device you chose is connected. If you do not hear the three tones, restart your
station as shown below. You can use this option when your station becomes
disconnected during a work session. In that case, you would see the figure on the
right.

Safari
In addition to the softphone, Safari requires an extension.
2 In the Safari downloads folder, double-click the Five9 Softphone Extension.

3 Refresh the page.
4 Download and install the Five9 Softphone.
5 Click the Installation icon.

When the installation is completed, a success message is displayed.
6 Enable the Five9 Softphone Extension.

a In the Safari Preferences, select the Extensions tab.
b Click Five9 Softphone Extension, and check Enable Five9 Softphone
Extension.
7 In Safari, select View and show Five9 Softphone.
8 Restart the browser.
Manual Installation
If you have permission to manually install the softphone and are requested to do so by
your administrator, follow these steps. If you do not have permission, you do not see
Tools & Add-Ons link.

Preparing Your Station Selecting Audio Devices
1 In the Five9 Portal, click Tools & Add-Ons.
2 In Installing the Five9 Softphone, click follow these steps.
3 To use the adapter with either Chrome, Edge, Firefox, or Safari, click the
appropriate browser extensions.
4 Download the Windows or Mac system softphone installer.
5 Double-click the installer and follow the prompts.
Softphone Status Indicator

Once the softphone is installed, a new icon in the system tray displays the connection
status (waiting, connected, or error) between the browser and the softphone.
Windows Mac
Softphone Files
The softphone files are now located in these folders:
User Space User’s Workstation

Windows %localappdata%\Five9\Five9Softphone-10.0
%appdata%\Five9\Five9Softphone-10.0
Mac ~/Library/Application\ Support/Five9/Five9Softphone-10.0
Selecting Audio Devices

Select the audio device that you will be using for calls.

Preparing Your Station Monitoring Queues
To ensure that you hear call notifications and voicemail messages, select the default
audio devices of your system. The system default can override any audio device you set
up for Five9.
The system displays built-in and USB-connected devices because all audio devices are
automatically detected. Five9 does not recommend that you use built-in audio devices
because they can cause extreme audio interference.
Note
If you do not see your audio device in the menu or you are unable to select it,
you may need to update the drivers for your device. Visit your manufacturer’s
Web site for instructions and downloads.
Monitoring Queues
Queues or skill groups are used to organize interactions into groups. Each campaign or
profile may have more than one queue. You may be assigned to multiple queues. Select
the queues that you want to monitor during the session. Optionally, check Remember
my selection, and click Confirm.
If you select none, you can perform only these actions:

l Receive direct interactions: Such as transfers and interactions that are sent to all
agents.
l Make manual calls: All call features that you are usually allowed to use are
available, except campaigns and features that are set in campaigns, such as
scripts and worksheets.
l Make transfers: Transfer an interaction to another queue or agent.

Preparing Your Station Monitoring Queues
1 Default queue
2 Number of calls in queue
3 Longest time in all queues
4 Longest time in each queue
5 Number of callbacks
To display your home page, click View My Dashboard. Your dashboard displays the
current status of each queue. To see the updated status of the queues, click Details at
the bottom of your dashboard.
If your administrator adds or deletes skills assigned to you while you are logged in, you
see a message that instructs you to log out and back in so that you can accept the
changes.

Preparing Your Station Recording a Voicemail Greeting
Recording a Voicemail Greeting

You can upload a personal voicemail greeting but not a skill group greeting. Prepare the
file now so that you are ready to upload it when you customize your station in the next
chapter (Voice Channel Settings).
You can record your greeting with professional software or the Windows Sound
Recorder. The recorded audio is saved in WAV format.
You need a microphone or a headset connected to your computer. With Windows 7,

you cannot save audio files WAV files that are recorded with the Sound Recorder
application. To record a greeting, you may download and use a third-party application,
such as Audacity (a free program). For more information, see your administrator.
1 To save the file, select File > Properties.
2 In the Properties window, click Convert Now.
3 In the Sound Selection window, set these options: WAVE audio, ITU G.711 mu-
law, mono 800 Hz.
In some applications, you may see CCITT u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec.
4 Click OK twice.
5 To save your recording, select File > Save As.
6 Select the Sounds (*.wav) type, and ensure that the correct format is selected:
CCITT u-Law 8.000 kHz, 8 Bit, Mono (In some applications it is also listed as CCITT
u-Law, 8.000 kHz, 8 bit, Mono, 7 kb/sec.
7 Click Save.
Updating the Extensions and the Softphone

Softphone updates are installed automatically.
If there is an issue with the updated softphone, you may see a message Download and
Install Five9 Softphone.

Preparing Your Station Updating the Extensions and the Softphone
Note
Before installing you must remove the currently-installed softphone.
Depending on your browser, updates to extensions are automatic or manual:
l Chrome and Edge: Chrome and Edge users will install the new extension.
Afterward, if the browser contains old extensions, a menu will display the
extensions that need to be removed.
To remove the Five9 softphone extensions manually, follow these steps.
1 Click the links representing old softphone extensions.
Each menu item represents a link to the extension that needs to be

removed.
2 Click to remove older softphone extensions.
Station setup continues once all old extensions are removed.

Preparing Your Station Updating the Extensions and the Softphone
3 Click Next to complete the station check.
When a new version is released in the Web Store, the update is automatic,
but you may see a prompt if an action is required. If so, click Add to
Chrome.
l Firefox and Safari: When a new version is released, you see a button in the
adapter when you log in. To install the update, click Download. You do not need
to remove your old extension. If your browser contains old extensions, the
installation window will be displayed for the new extension.
l Internet Explorer: There is no softphone extension for Internet Explorer. The

softphone plugin is installed with the softphone installation. The plugin has no
automatic update option. If an update is needed, Five9 will ask you to remove
the current softphone and install the new one.
When a new software version is released, you may see these messages in your browser
when you log in.

Preparing Your Station Changing Your Password
Changing Your Password

Password requirements are set by your VCC administrator. You may be required to
answer a question that can be used to retrieve your password if you forget it later. After
completing this section, you will be returned to the login page. You may also change
your password at any time.
Note
You may change your password in here and in My Settings in the Customer
Portal as described in the following section.
1 To do so, select Help > Change Password.
2 Enter your current password if it is not already provided.
3 Enter and confirm your new password.
Managing Your VCC Account

You may have been provided separate login credentials for your Five9 Portal and each
application that you may access.

Preparing Your Station Managing Your VCC Account
Note
If you don't have permission to change your password, you are reminded to
contact your administrator near the expiration date.
Changing Your Password and Security Answers

Resetting Your Forgotten Password
Changing Your Password and Security Answers

If you have permission, you can change your password and the security questions and
answers at any time:
1 From your Five9 home page, click My Settings.
Note
If you don't have permission to change your password, you don't see
this item.
2 Enter your current password and make your changes.

The password options that you see depend on your permissions and the
requirements set for your domain.

Preparing Your Station Managing Your VCC Account
The Update button is enabled when the password requirements are met.
3 When done, click Update.
Resetting Your Forgotten Password

If you forgot your password to access your Five9 Portal, you can reset it from the Five9
Portal login page:
Note
l If you enter an incorrect password and exceed the number of login
attempts, your account is locked. To unlock your account, you need to
contact your administrator.
l If you don't have permission to reset your password, contact your

administrator.
1 In the Five9 Portal login page, click the Forgot password? link.
2 Enter your user name and click RESET PASSWORD.
3 In the Reset Password Form, enter your email address and click OK.
If you have permission to reset your password, an email is sent to the email
address you provided with instructions to reset password
4 Click the link that was emailed to you.

Preparing Your Station Removing the Adapter
5 Answer the security questions and click OK.

6 Enter a new password according to the password requirements and click Update.
The Update button is enabled when the password requirements are met.
7 Log in with your new password.
Removing the Adapter

Warning
Use this procedure only if directed to do so by your administrator. Do not use
this procedure to update your softphone.
If you need to remove the softphone adapter, follow these steps. However, if you
installed an extension for the Chrome, Edge, or Safari browser, the extension remains.
1 Log out of the softphone, and close your browser.
2 Remove the softphone:

a Click Start > Control Panel > Programs > Uninstall a Program.
b In the list of programs, select Five9 Softphone and click Uninstall.
c Click Yes to confirm.

d When done, close the control panel.
3 Clear the cache of your browser.

The login window for the softphone still appears, but the softphone is no longer
installed: if you try to log in now, the installation process starts again.
o Chrome:
a Click the Chrome menu in the top-right corner of the browser.
b Select More Tools > Clear browsing data.

c Select the amount of data that you want to delete, such as the
beginning of time to delete everything.
d Check the boxes for the types of information that you want to
remove.
e Click Clear browsing data.

f Close the Settings tab.
o Firefox:

a Click Tools > Options > Advanced > Network.
b Click Clear Now until the amount in the cache is 0 bytes.

c Depending on your browser version, close the tab.
o Edge:
a Click the menu button (three dots) in the upper-right corner, then
click Settings.
b In the Settings sidebar, select Privacy, search, and services.
c Scroll down to Clear browsing data section, then click Choose what
to clear.
d In the Clear browsing data pop-up, select the time range and the
types of data you want to remove, then click Clear now.
e Close the Settings tab.
o Internet Explorer:
a Click the cog in the top right corner > Safety > Delete browsing
history, or press Ctrl+Shift+Delete.

b Check the appropriate boxes, and click Delete.

Using Agent Desktop Plus
This chapter describes all the available features. You may see only a subset of these
features depending on permissions assigned to you.
Understanding Your Dashboard Changing Your State

Troubleshooting Your Application Sending and Receiving Internal
Requesting Help from a Superior Messages
Customizing Your Station Using the Address Book
Testing and Adjusting Your Headset Tracking Your Activities
Using Agent Assist
Understanding Your Dashboard

From the dashboard, you can reach all the features that you need to process
interactions and manage your station.
Status Information
The top and bottom of your dashboard contain the information about the current
session.
Login Status
The login status bar shows your avatar (if enabled), your agent name, domain name,
login name and your extension. Also see what time you logged in, what type of station
you are using (Softphone, PSTN, Gateway or None), and your connection status.

Using Agent Desktop Plus Understanding Your Dashboard
1 Your information
2 Login details
3 Station: type, number, and status
ACD Status and Softphone Sound Control

Use the ACD (automated call distribution) status bar to keep track of your statistics,
such as the number of calls in each queue, the time of day, and to restart your station
and adjust your Five9 Softphone sound quality and volume. The statistics are updated
every five to eight seconds.
Dashboard Resources
These options in the upper right area are always visible.

Using Agent Desktop Plus Understanding Your Dashboard
1 Using the Address Book

2 Sending and Receiving Internal Messages
3 Managing Reminders
4 Compose Email (if enabled), Adding Numbers to the DNC List
5 Customizing Your Station, Logging out
6 Link to the recent version of the agent's guide
7 Hot Keys and Keyboard Shortcuts
8 Link to the Customer Portal
9 Troubleshooting Your Application
10 About Your Adapter
11 Making Test and Training Calls
12 Testing and Adjusting Your Headset
13 Changing Your Password
14 Requesting Help from a Superior
About Your Adapter

If problems occur with your adapter, your administrator or Five9 Customer Support
may request the version of the adapter installed on your computer. The JavaScript and
softphone versions appear in this window and are saved in the logs.

Using Agent Desktop Plus Troubleshooting Your Application
Making Test and Training Calls

You may make test calls if you have permission. The training mode delivers to your
station simulated calls for outbound campaigns. Messages are displayed as if you were
processing a real call, but most call-related options are not available although the
buttons are enabled. Dispositions do not affect real records. To receive test calls, your
state must be Ready for Voice.
Troubleshooting Your Application

If you have problems with your adapter, your administrator or Five9 Customer Support
may request one or both sets of application logs to troubleshoot issues. These logs
contain the events that occur during your session.
Softphone Logs
Your administrator or Five9 Customer Support may request files that contain
information about your adapter. Softphone logs are saved in your computer for four
days before being deleted.
To obtain a ZIP file of your softphone logs, proceed as follows:
1 Locate the softphone icon in the System Tray (Windows, shown) or the menu bar
(Mac).

Using Agent Desktop Plus Troubleshooting Your Application
1 Right-click
2 Right click, and select Collect logs into a ZIP file.

The ZIP file is placed in your Downloads folder. The filename has the form five9-
softphone-report-<date-and-time>.zip; for example, five9-softphone-
report-2019-11-27_215702_UTC-1.2647.0.zip.
The log files in unzipped form are also located in these folders:
l Windows: C:\Users\<yourUserName>\AppData\Local\Five9\Five9Softphone-
10.0\logs
l Mac: ~/Library/Application\ Support/Five9/Five9Softphone-10.0/logs
Event Logs
The event logs are located in your station.
1 In the Help menu, click Show Application Logs.

The log window gathers all available information. The process takes 30–60
seconds. During that time, if you click Stop Logging or close the window, the
content that has been logged so far is not saved, but the rest of the session
information is retained unless the session has timed out. The log is complete
when no more information is added.
2 To save the content that you need to send to Customer Support, click Download
Logs.
The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, 2015
4_14 PM.txt. The file is saved in your default download folder.

Using Agent Desktop Plus Requesting Help from a Superior
3 If you need to create a help ticket, click Log Issue, and describe your problem.
You may download the logs also from this location.
4 Click Submit.
Requesting Help from a Superior

This option enables you to rapidly contact your supervisor or administrator to request
help. Your supervisor receives a chat invitation. You may create or participate in a chat
session whether your state is ready or not.
1 In the Help menu, click Request Help.
2 Select one of these options:

o Administrators
o Supervisors

Using Agent Desktop Plus Requesting Help from a Superior
Select the appropriate skills, for example a specific skill, such as in this
figure.
3 Click Send Request.

You hear an alarm and see this message.
4 Click Close.
After your supervisor accepts the chat request, a chat invitation appears in your
softphone.
5 To join the chat session, click the text.
6 As needed, enter messages in the field, and click Send.

When the issue is resolved, you or your administrator may end the session. If
your administrator ends the session, a note appears in your chat window.

Using Agent Desktop Plus Customizing Your Station
Customizing Your Station

Your dashboard helps you to keep track of your work and statistics for your current
session. All the features you need to handle voice and text interactions are available in
the dashboard.
To configure your profile settings, select your name and Settings from the menu. All
available options are described below. However, your VCC administrator may have
enabled only a subset of these options.
General Settings
Voice Channel Settings
Audio Device Settings
Sound Alert Settings
Text Channel Settings
Text Channel Queue Filter Settings
General Settings
The general settings define your ability to choose your skills distinctly at each login and
also determine the display language.

Selecting Your Skills

This option is available if you have permission to access call queues. If you disable this
option, you can no longer manually select your distinct call queues when you log into
the adapter.
Setting Your Display Language

If your domain and user role are enabled for multiple languages, you can select the
display language for items, such as labels, dispositions, notes, internal chats, and
reason codes. To choose a display language, click Application language.
Voice Channel Settings

These settings apply to phone calls.
l Enable pop-up windows for reminders: Receive reminders about scheduled

tasks.
l Show Incoming Call Pop-Up: Display pop-up windows when calls arrive at your
station.
l Auto-Answer: Check the boxes for calls that you want to answer automatically:
inbound, autodial, outbound, and internal calls, and skill voicemail messages.

Important
For outbound calls placed by the dialer, do not use this option because
the allowed time expires before you can answer.
l Greeting: Message that callers hear when they reach your station. Click the field
to find a recorded WAV file. Click Upload to upload the file. Click Reset to delete a
recorded greeting file.
Click Apply to save your settings.
Audio Device Settings

If you are using the softphone station type, you can change or adjust your device as
needed to improve voice quality in the Audio Devices section.
Set the voice controls for your speakers and microphone:

l Audio Output: List of available speakers. Your external headset appears in the
menu when it is plugged into your workstation. To adjust the volume, move the
slider left or right as needed.
l Microphone: List of available microphones.
l Automatic Gain Control: Audio settings are controlled by your computer unless
you enable this option. If it is enabled, the amplification of the microphone is
adjusted so that the sound is more consistent throughout calls.
l Acoustic Echo Cancellation: If enabled, you can improve voice quality by

preventing or removing echoes.
Click Apply to save your settings.
Sound Alert Settings

Select the sounds to be played when you receive a voice or text interaction.
Text Channel Settings

Select how you want to manage your text interactions.

l Automatically lock selected items: To prevent another agent from accessing an

item, enable the auto-lock option. In this case, you need to unlock items
manually to reassign back to a queue.
l Sort interactions by influence: To automatically sort queued items by their

influence score, enable the option.
l Automatically refresh the queue: Automatically updates the list of interactions

in the media queue. This setting remove interactions that are assigned,
terminated, locked by other agents, or for which a disposition has been set. After
you enable the option, select a refresh rate from the menu.
l Personal Signature: When you send an email message, you can automatically
add a personalized signature. To do so, enable the option, and enter in the field
the text that you want. A signature can contain HTML, rich text, and images. To
add an image, click the image icon to specify the location of the image. Ensure

that images are no larger than 100 x 100 pixels:
Text Channel Queue Filter Settings

You can define filters to see text interactions in your media stream queue that meet
criteria that you specify. Scroll to see all Queue Filter settings.
Note
You can also display a list of email interactions that meet specified criteria by
using the email search functionality.
l Date Range: Use the calendar icons to display interactions between beginning
and ending dates.

Using Agent Desktop Plus Testing and Adjusting Your Headset
l Open Dispositions: Select the dispositions to include in the media queue. Only
Open dispositions are available for use in filtering.
Note
To find interactions with closed dispositions, you can do as follows:
o For email interactions, use the email search functionality.
o For chat interactions, look in My Activity.
l Clusters: Select the clusters of items to include in your queue display.

Clusters are defined by your system administrator based on related items that
enter the queue.
l Profiles: Select the profiles to include in your queue.

Profiles for the media queue are equivalent to the skill groups for calls.
l Sentiments: Check the sentiments associated with the interactions that you want
to include in your media queue.
l Priority: Check the priority of the interactions you want to see in your media
queue. Priorities are assigned to interactions based on the business rules defined
by your VCC administrator.
l SPAM: Select Show SPAM Items to show only spam. Select Show non-SPAM
items to show only non-spam items. With nothing selected, both spam and non-
spam items show.
Testing and Adjusting Your Headset

Before you start working, check the voice quality of your headset.

Using Agent Desktop Plus Testing and Adjusting Your Headset
Connectivity
The menu options are located in the upper right corner of your dashboard in the Help
menu.
l Testing Voice Quality: To test the voice quality of your communication device,
make an echo call. Your speech is recorded and played back to you. If you
encounter latency issues and other problems that may lead to degraded voice
quality, Five9 can help you to resolve problems. You must be in Not Ready state
to make an echo call. Select Help > Echo Call.
l Testing Voice Connectivity and Signal Strength: If you are instructed by your
administrator or Five9 to test voice connectivity, select Help > Voice
Connectivity Test, and follow the instructions.
Adjusting the Softphone Volume

To show the volume and microphone sliders, click the speaker and microphone icons
located in the lower right section of your dashboard.

Using Agent Desktop Plus Changing Your State
Changing Your State

Your state determines your ability to process calls, voicemail, and text interactions.
When you log in, your state is set to Not Ready. Before using your station, be sure to
change to Ready state. You can select the channels you are ready to process.
Important
Each time that you change your state, the timer returns to zero. Be sure to
always select the appropriate option so that your work time is reported
correctly.
To change your state, open the menu at the top left of your dashboard, and select a
state.

1 Ready to process selected channels

2 Select channels (Voice, VM, Text)
3 Not Ready states
Select a state:
l Ready: Start working with the channels you have selected.

When you set your availability, your preferences are saved for the next time your
log in. If you want to work with the same selections, select Ready when you log in
again or return from a Not Ready state.
l Ready for...: Select the channels you are ready to handle.
o Voice: Make and receive calls but cannot receive voicemail.

o VM: Receive voicemail but cannot make or receive calls.
o Text: Send and receive all text interactions (email, chat and social).
l Not Ready: Indicate you are not ready to receive interactions.

Note
Your administrator may have set a delay of up to 59 seconds between
your Not Ready selection and your effective state change to Not Ready.
During that interval, you may continue to receive outbound calls. Once
the delay expires, you no longer receive calls.
o If you are not ready to receive interactions, select a Not Ready state from
the list, such as break, meal, or meeting. You are in Not Ready state when
you first log in.
o If you reject an interaction or do not accept it within the specified time,
you are automatically set to Not Ready state, and the interaction is routed
to the next available agent. To again receive interactions after completing
your current task, you need to set your state to Ready.
o During a call or text interaction, you must not accept another interaction
or call right away. Select a Not Ready state (for example, break) to prevent
a new interaction from being assigned to you. As soon as you finish your
current interaction, your state changes to the Not Ready state that you
selected (Break, in this case).
You can also define a pending Ready state. When your task is completed, your
state changes to Ready. The future state is displayed on the right side of the state
menu.
l Logging out: The softphone is disconnected after you select a reason. You
cannot make or receive calls and use voicemail. If you use a gateway, you must
hang up your analog phone after logging out. You must end an active chat
session before logging out.

Using Agent Desktop Plus Sending and Receiving Internal Messages
Sending and Receiving Internal Messages

To exchange messages in real time with supervisors and other internal users, you may
start or participate in chat sessions. You cannot use a chat session to communicate
outside your organization. You may participate in multiple messages simultaneously. In
this case, you can open each one in a separate new window. Old messages are deleted
after 30 days.
To open the messages menu, click the conversation icon in the tool bar. To see the list
of messages, click View All.
Initiating Internal Chat Sessions

Sending Broadcast Messages
Responding to Chat Invitations
Participating in Multiple Simultaneous Sessions
Sorting Messages
Important
Each chat or broadcast message is limited to 1024 characters. Longer messages
are automatically truncated. You are not notified.
Initiating Internal Chat Sessions

One or more internal users can participate in a chat session. You can create a chat
session or broadcast a message to multiple internal users.
1 Click New IM.
2 Select the users that you want to invite, or search for participants by entering
part or all of their name in the search field.
A green circle before the name indicates that the user is logged in.

3 Click Confirm.
The names of the participants appear at the top of your chat window. The users
receive an invitation. If a user declines or does not respond to your invitation,
you receive a message.
4 After the users accept your invitation, enter a message in the field.
The chat text appears in the main window. The rest of the conversation appears
below your initial message.
5 To add users from the chat, click Add in the top right corner.
The same menu that you used earlier to select users reappears. The current
participants are shown at the top of the list.

6 To end the session, click End.
7 To end the session permanently, click End Conversation.

To end the session temporarily, click Cancel and close the message. You can
retrieve it later from your list of messages.
Sending Broadcast Messages

Broadcast messages are similar to instant messages. When you send a broadcast
message, you also receive a copy. You cannot reply to a broadcast message.
1 Click New Broadcast.
2 Select the recipients, enter your message, and click Send.

Responding to Chat Invitations

When another user or supervisor invites you to a chat session, you see a pop-up
window.
When you participate in a chat that you did not create, you can leave the chat as shown
below, but you cannot close it. All other participants remain in the chat session.
Participating in Multiple Simultaneous Sessions

The message window displays all your active and inactive chat and broadcast messages.
When the number exceeds six messages, you find the additional messages on
subsequent pages.
To access an ongoing conversation or to continue to communicate with the same users

of a message that you broadcasted earlier, click a message.
l Broadcast message:
Note
You may send but not respond to a broadcast message.
o To close the window, click Dismiss.

o To start a chat session with the same or other users, click IM.
You can now chat with the current users, or you may add users to the
session. However, you cannot remove the current users.
l Chat session: Click Start Chat, and enter your message.
Sorting Messages
You can sort messages by date and type.
Note
Lists of internal messages are returned only for the past 24 hours although the
filter provides 7-day and 30-day options.
You may also choose to display instant messages, broadcast messages, or all.

Using Agent Desktop Plus Using the Address Book
Using the Address Book

Five9 saves the internal and external phone numbers of your organization and the
names of Five9 agents and skills in your address book. When searching for a skill or user
name, enter any set of number or letters that are part of the name. Names are not case
sensitive. All contacts and users are displayed by default. You may filter by groups,
roles, or user states. Each filter contains a search field.
If your administrator has enabled UC for Microsoft, your address book contains
additional entries. You are visible to all Skype users whether or not they are Five9 UC
users. If you have more than one Skype account, such as a personal and a business
account, your name is listed once for each account. Your corporate contacts appear as
contacts in your application. You can call and chat with them at any time, and you can
chat with users who do not have Five9 UC. In the address book, the UC connection
status is displayed in the title bar. If you click the icon, the login window is displayed.
When filters are enabled, a message stating that filters are on is displayed on the
header. To view all contacts, reset filters.

Using Agent Desktop Plus Tracking Your Activities
To open the address book, click the address book icon in the tool bar.
l To search a contact:
o Enter a name or number in the field. When you start typing, the closest
matching contacts (containing the typed search string) are displayed.
o Use filters (Contact Center and/or Corporate) to narrow your search.
– All Groups: View Agents, Skills, Speed Dials, or all
– Any Roles: View Agents, Supervisors, Administrator, or all
– Any State: View agents who are Available (Green), Logged out
(Grey), Not Ready (Red), or all.
l To sort results, select Name, State, or Role.
l To call a contact, click Call or click the phone icon.

You can make a call, transfer a call, or start a conference.
l To chat with a contact with Five9 UC, click IM.
l To view details of the contact, click More.
Tracking Your Activities

The dashboard keeps track of your work and statistics for your current session. Your
session statistics are available for up to 12 hours. When you log in for a new session,
your statistics are reset to zero.
Click My Activity in the navigation bar to see all your interactions for the session. You
can display your activity for up to 60 days.

Using Agent Desktop Plus Tracking Your Activities
1 Open contact details

2 Click to expand
To sort the list by any column, click a column header. To show interactions by
campaign, call type, and date range, use the menus at the top right. This example
shows the available call types.
In the LAST 5 INTERACTIONS section of your dashboard on the right, you can see
previous voice and text interactions exchanged with this contact.

Using Agent Desktop Plus Using Agent Assist
1 Complete list of previous interactions with the contact that you can sort (at the bottom) by using the
most relevant option
Using Agent Assist

The Five9 Agent Assist integration with Agent Desktop Plus performs automated tasks
when you start a call. Agent Assist transcribes the call conversation and provides
guidance cards in real time to help you with the call, and provides a summary of the call,
which you can save or copy to your CRM.
If your organization has added Five9 Agent Assist to your Agent Desktop Plus platform,
you can log in using your Agent Desktop Plus credentials, and set up the Agent Assist
workspace.
Accessing Agent Assist

Understanding Agent Assist Workspace
Accessing Agent Assist

You can access Agent Assist in the Agent Desktop Plus workspace or in a separate
browser tab or window.
For instance, if you use a single-monitor setup, Agent Assist opens in the Agent Desktop
Plus workspace. If you use a dual-monitor setup, you can choose to open Agent Assist
in a separate browser window on the second monitor. This gives you flexibility to view
Agent Assist and Agent Desktop Plus side by side.
You can also choose to have Agent Assist open in Agent Desktop Plus and in the
separate browser window or tab at the same time. Having Agent Assist in a separate
browser also provides you more space for viewing the call transcript, guidance cards,
and call summary.
When you take a call in Agent Desktop Plus, Agent Assist automatically transcribes the
conversation in the Conversation Transcript pane, and provides guidance cards and call
summary in the Guidance and Summary panes.
Note
You start and end calls, and use your regular call controls in Agent Desktop Plus.

For more information about the Agent Assist workspace, see Understanding Agent
Assist Workspace.
Accessing Agent Assist in Agent Desktop Plus

To access Agent Assist in Agent Desktop Plus, do the following:
1 From the Five9 Cloud Contact Center home page, log into Agent Desktop Plus.
Agent Assist displays as a tab at the bottom right of the window.
2 In the Agent Assist tab, click the up arrow to open the Agent Assist tray.
3 Use the toggle switches on the right side to display or hide the Conversation
Transcript, Guidance, and Summary panes.
4 In Agent Desktop Plus, set your state to Ready.
Accessing Agent Assist in a Browser Window or Tab

To access Agent Assist in a browser tab or window, do the following:

1 Open a new browser tab or window, and enter https://agentassist.five9.net/ in

the browser address bar.
The Five9 Agent Assist login window is displayed.
2 Enter your Agent Desktop Plus login credentials, and click Login.
The Agent Assist window is displayed.
3 Use the toggle switches on the right-side pane to display or hide the
Conversation Transcript, Guidance, and Summary panes.
4 Personalize your workspace by adjusting your browser window or tab.
5 Go to Agent Desktop Plus and set your state to Ready.
Understanding Agent Assist Workspace

The Agent Assist workspace is divided into three panes: Conversation Transcript,
Guidance, and Summary.

When you log into Agent Assist, the workspace is empty. When you start a call in Agent
Desktop Plus, information is displayed in each of the three panes.
Note
You start, manage, and end calls in Agent Desktop Plus. See Processing Calls.
1 Conversation Transcript: Displays the text transcription of the conversation in this pane in real-time
during an active call.
2 Guidance: Displays guidance cards during a call with talking points or promotions in this pane.
3 Summary: Displays the call summary describing call actions or events in this pane.
4 Copy and Download:
o Copy - Copies the summary and transcript to the your clipboard, which then can be pasted to
wherever you desire.
o Download - Saves the summary and transcript as a text file in the local download folder on
your computer.
5 Guidance Card Rating: Enables you to rate whether the content of the guidance cards was helpful.
6 Confirm Summary: Submits the summary to Five9 and for Agent Assist analysis.
7 Transcript: Toggles the Conversation Transcript pane to display or hide.
8 Guidance: Toggles the Guidance pane to display or hide.
9 Summary: Toggles the Summary pane to display or hide.
10 Help: Opens the Agent Assist User's Guide.
11 Logout: Logs you out of Agent Assist.
12 Notes: Enables you to enter notes about the call to the summary.
13 Summary Rating: Enables you to rate how well the summary captured the highlights of the
conversation.
For more information about working in the Agent Assist workspace, see the Agent
Assist User's Guide.

Managing Contacts
The VCC stores all the contact information that your administrator adds to your domain
and all the contacts that you add and modify.
Creating Contacts
Modifying Contact Records
Searching Your Contacts Database
Viewing Contact History
Creating Contacts
To create a contact, click Contacts in the navigation bar. You can create contacts at any
time whether or not you are processing an interaction.
1 To create a contact, click (+) New in the screen header, or click the create a new
one link on the screen.
2 Enter your contact information in the form.

The form contains three main sections: personal information, notes, and social
profiles.

Managing Contacts Creating Contacts
3 Enter all the information.

In the phone number fields, you may enter North American or 20-digit
international numbers. Do not use dashes.
4 Click Save Contact.
If you create a contact with same contact information as an existing contact, you are
notified.
Click Cancel to make changes or click Use Existing to view the records that have the
same information.

Managing Contacts Modifying Contact Records
Click the record you want to use and click Select Contact.
Modifying Contact Records

To edit or delete a contact, click Contacts in the navigation bar, search and select the
contact record. You are notified if another user is modifying the same contact record.
l In the contact details, you can update any information.
l During a call or text interaction, or when processing a voicemail, you can

associate the contact with the current interaction. To add comments about your
interaction with the contact, enter notes in the Contact Notes section, and click
Add Note. Your changes are saved when you set a disposition for the interaction.
l If you enter a phone number incorrectly, you see a warning. In this example,
Primary refers to the field name.
l To delete contact records from the search result list, select the record and click
Delete at the bottom. After the records are deleted, a message is displayed.

Managing Contacts Searching Your Contacts Database
l To delete from the table, select the records and click Delete. No message is
displayed.
Searching Your Contacts Database

You can search the contact database at any time by using the menus or search
operators. You can use the simple and detailed search methods in the search fields. You
are notified to refine your search criteria to narrow your results if there are too many
contact records to display.

Simple Search
Enter any information, partial or complete, about the contact in the search field and
press Enter. When entering phone numbers, use digits only, such as 9255551212. If you
use dashes, parentheses, or other symbols, the results will not return any matching
phone numbers.
l To sort the search results, click Sort By and select an option from the list. You can
sort the results by any of the fields in a contact record. In this example, the
records are sorted by City. To reverse the sort order, click City again.
l To view details, click a contact record.
l To open the search results in a table, click the grid next to the search field.
Detailed Search
You can perform several types of searches by using operators.
Find Anywhere in Contact

This search finds the search term anywhere in the contact record.
Type of Search Operators Example

Search numbers from Asterisk (*) Format: Value preceded and/or followed by an
partial information. asterisk.
Example: The number 408

Type of Search Operators Example

l 408*: Finds numbers that begin with 408.
l *408: Finds numbers that end with 408.
l *408*: Finds numbers that contain 408.
Search exact words. Double Format: Enclose the terms in double quotes.
quotes Example: "triathlon training camps"
Exclude a term from the Minus sign Format: Minus sign immediately before the
search. (-) term to exclude.
Example: -Alabama
Search for combined AND and OR AND finds both terms; OR finds either.
(AND) or single (OR) Format: The operator must be all uppercase.
keywords. Example: Michigan OR Arizona
Find terms located near tilde (~) Format: Enclose the terms in double quotes,
each other. followed by tilde (~) and a number with no
space between
Example: "triathlon training"~4
Result: Finds triathlon and training within 4
words of each other.
Find in Specific Field

This search finds the search term in a field that you specify. For example, you can search
for all contacts on a particular street.
The following table lists the fields that you can specify. In the table, Field Display Name is
the name that you see in Agent Desktop Plus; Field Name in Search is the name you use
in searches.
Field Display Name Field Name in Search

City city
Company company
email email
First Name first_name
Last Name last_name
Primary Phone number1

Managing Contacts Viewing Contact History
Field Display Name Field Name in Search

Alt Phone 1 number2
Alt Phone 2 number3
State state
Street street
Zip zip
To search specific fields, you must use the Solr query format, which has the general
pattern <field name>:<search term>—for example, last_name:jon* finds contacts with
last names Johann, Johnson, Jones, and so on. Note also the following points:
l <field name> is case-sensitive; <search term> is not. last_name:jon* and last_
name:Jon* give the same results, but Last_Name:jon* does not work.
l Solr queries use all the operators listed in the preceding section in the same way,
except that Solr search terms cannot start with asterisk (*).
For a reference on Solr search syntax, see http://www.solrtutorial.com/solr-query-

syntax.html.
Viewing Contact History

To view history of all voice and text interactions exchanged with the contact, click
History in Contact Details. You can sort and view details by campaign, type of previous
interactions, and time interval.
You may also reply to a closed email interaction.

Managing Contacts Viewing Contact History
1 Campaigns
2 Types of previous interactions
3 Time interval (current session to past 60 days)
1 To reply to a closed email interaction, locate the contact and select the History
tab.
2 Click Reply.
The Compose Email window opens.
3 Complete and send the email.

Processing Calls
Your station enables you to make and receive external and internal calls.
All calls may be monitored and recorded. In addition, if this feature is enabled, you hear
an alert when a supervisor starts to monitor your calls.
Important
Although all possible options are described, your administrator may allow only
a subset of these features.
You may use only one agent application at a time in each computer. Otherwise,
some of your calls will be dropped.
Before making or receiving a call, be sure to set your state appropriately.
Dialing Calls
Receiving Calls
Using Campaign Features
Using Dispositions
Making Conference Calls
Transferring Calls
Managing Calls on Hold and Parked Calls
Managing Missed Calls
Recording Calls
Adding Comments to the Call Log
Adding Numbers to the DNC List
Ending Calls

Processing Calls Dialing Calls
Dialing Calls
You can enter a number in the softphone, select a number in a directory, or click a
phone number in a contact record:
Calling the Emergency Number

Manual Calls
TCPA Manual Touch Mode
Numbers in the DNC List
Before dialing, be sure that your state is ready.
Calling the Emergency Number

If your call center has 911 speed dial number, you can dial 911 (Emergency) from your
softphone to make an emergency call.
Important
If your call center does not have 911 speed dial number, then dialing 911
(Emergency) does not work.

Manual Calls
You can make a call and optionally associate it with a campaign. Depending on your
permissions, you can make external and internal calls.
To save you time in finding the records, Five9 saves the internal and external phone
numbers of your organization and the names of Five9 agents and skills in a contacts
menu. When searching for a skill or user name, enter any set of number or letters that
are part of the name. Names are not case sensitive.
1 Click Call in the left pane.
2 You have two options:

o Click Select Contact to open the Address Book. See Using the Address
Book for more information.
o Search field: start typing numbers or letters, or click the downward
triangle to see recent contacts.

If you are enabled for international calls, do one of the following:

– Select a country code, and manually enter the rest of the phone
number according to your national format.
– Manually enter the entire number, starting with the plus (+) sign
and the country code, up to 15 digits.
The country code selection menu has a predefined shortcut for North
America locale, as shown below.
The search box provides keyword searching (not case sensitive) for North
America and United Kingdom regions by using the keywords shown
below.
– North America matches: usa, united states, america, canada.
– United Kingdom matches: england, scotland, wales, northern
ireland, united kingdom, great britain.
If your domain is not enabled for international phone numbers, enter 10
digits to conform to the North American Numbering Plan. For more
information, see your administrator.
3 If appropriate, select a campaign.

The choices depend on the skill queues that are assigned to you. If you select a
campaign that contains scripts, worksheets, and/or connectors, additional
options appear in the adapter when your party answers the phone. For more
information about these features, see Using Campaign Features. If you associate
the call with a campaign, you may assign to the call a campaign-specific
disposition and include the phone number in all campaign reports.
4 Click Dial.
A window displays a summary of the call.

5 Click OK, and process the call as described in the rest of this chapter.
TCPA Manual Touch Mode

By default, if you are part of a domain enabled for TCPA Manual Touch Mode, you are
required to input all internal and external phone numbers manually. External numbers
are not dialed automatically. You cannot cut and paste or drag and drop a phone
number into the field. When you are ready to dial an external number, enter the
number in the field. After you have entered the number correctly, the Dial button is
activated.
This feature applies to these types of calls, whether or not they are part of a campaign:
click-to-dial, call previews, and queue and voicemail callbacks. For queue callbacks,
automatic dialing is disabled, and, for outbound calls, automatic answer is disabled.
However, using speed dial for internal numbers and transferring calls to third parties do
not require manual retyping. For more information, contact your supervisor.

Processing Calls Receiving Calls
Numbers in the DNC List

You must have permission.
Otherwise, you see an error message.
Receiving Calls
You may receive internal calls from other agents or supervisors, automated outbound
calls made by the dialer, and inbound and queue callback calls from contacts. Queue
callbacks are calls that you return after contacts who cannot immediately speak with an
agent request a callback instead of remaining on the line until their turn arrives. To
receive calls, your state must be ready for voice. You may have permission to reject
ringing calls.

Processing Calls Receiving Calls
Important
A known issue exists when using Chrome browser that may result in secondary
inbound calls being presented for a single agent already on an active call. To
mitigate the occurrence of secondary call presentation, Five9 recommends the
following actions:
l Regularly reinstall Chrome to clear all browser cache.
l Keep free space on the system disk above 20%.
l Use solid state disks on agent system.
If you enabled the auto-answer options in your softphone, you receive calls
automatically:
l Inbound: You hear a tone and a call information window is displayed. Answer
your phone.
l Outbound: When the call information window is displayed, the contact is
connected. Start your greeting.
l Outbound preview: During preview calls, you receive the contact record before
the call is made.
The Context tab displays all available call and contact information, such as call type
(outbound, outbound preview, or other), phone numbers, campaign name, and
whether the call is a callback. This figure shows a Context tab with limited contact
information.
Depending on the number of records that match the phone number, proceed as
follows:

Processing Calls Using Campaign Features
l Multiple records match: Select the correct from the list.
l One record matches: Edit the caller’s details as needed.
l No record matches: A new contact record form is displayed. You have two
options:
o Create a record: Enter the necessary information in the new form. For
contact fields, if you do not complete the fields, the contact is saved under
the number but without a name.
o Associate the call with another contact: Search your contact database.
1 Click Select Contact Record at the right of the current call menu.
2 Select Lookup Contact.
3 Define the lookup criteria, and click Lookup.
4 Select the necessary contact and click Select.
Using Campaign Features

Some campaigns are set to show a preview of incoming calls or contain scripts,
worksheets, and connectors. If you have permission to use these features, buttons
appear in your dashboard before the call or after your party answers the phone.
Outbound campaigns are used to call lists of contacts by using an automatic dialer and
to deliver the calls to you. Inbound campaigns are used to receive customer calls
coming from a DNIS. In all cases, calls are processed according to the rules configured by
your administrator.
Important
Because these features may appear in a new browser window or tab, ensure
that pop-up windows are enabled in your browser.

This figure shows the tabs that you may see during a call. In this case, only Context,
history, and script are enabled because they were added to this campaign. Others, such
as Add to DNC, may be enabled later when it becomes relevant to the call.
Scripts
Worksheets
Connectors
Call Preview
Recordings
Scripts
A script is text that you are required to say during a call. As soon as the connection is
established with your customer, a script is displayed. Otherwise, to open a script during
a call, click Script.
This figure displays a script that opened automatically in your dashboard when the call
was connected. The script contains an introduction for you to read to the customer and
a form that you can complete during the call.
After you have completed the script, process the call as needed.

Worksheets
A worksheet is a list of questions and answers that is used to obtain information from
the contact. You may complete worksheets during a call or wrap-up. The Worksheet tab
is available as long as the call is not assigned a disposition. You can view worksheets
from previous calls.
1 Click Worksheet.
The Campaign Worksheet Wizard opens.
2 Read the first question to the customer, and enter the answer at the bottom.
3 After completing each question, click Next.
4 When done, click Finish.

Connectors
Your administrator may have enabled connectors in some of the campaigns.
Connectors are links to external applications that you can use to find information or
complete a form:
l Obtain information: Customer or call data and call parameters, such as call length
and wrap-up time.
l Perform actions: Posting data to a form or requesting information from an
external database.
You may see two types of connectors:

l Automatic connectors open when a specific campaign event occurs, such as
when a record is selected or when a call is connected, disconnected, in preview
mode, or is assigned a specific disposition.
l Manual connectors appear as a tab in the main window of your dashboard.
During the call, click Connector, and select an option. When done, close the
connector’s tab.
Note
Connectors that are triggered by a disposition are opened in a new browser
window.
Important
For email interactions, connectors that are displayed in a browser tab remain in
the tab until the interactions are closed. However, if you navigate between tabs
after having entered information in a connector, the content is removed when
you return to the connector tab.

Call Preview
Some outbound campaigns enable you to see contact records before you call the
contact. This information helps you to decide whether or not to call this person. If the
preview duration is limited, you see a timer in your dashboard next to the disposition
menu.

If the preview time expires before you call the contact, the call may be dialed
automatically, or you may be placed in Not Ready state. In this case, you need to
change your state to Ready before you can proceed.
The phone number menu contains all phone numbers associated with the record.
Depending on dialing rules that pertain to day and time, some numbers may be grayed
out. If you cannot make the call successfully with one of the numbers, select a redial or
non-final disposition, and try another number.
If you have permission to skip records, select an appropriate disposition, such as

Declined or Re-Queue. Afterward, a new record is displayed for preview.

After you dial a number, the call is processed as a standard outbound call. When the call
is completed, the next Preview dial record from the list is delivered to you.
While previewing outbound contacts, you may be interrupted by many types of calls or
voicemail if no other agents are available:
l Outbound, inbound, and autodial calls
l Calls transferred to skills or campaigns
l Conference calls to skills or agents
l Internal calls to skills or agents
l Skill voicemail messages or callbacks
When the record associated with the interrupting phone call or skill voicemail is
displayed, you have these options when processing the call or voicemail:
l After you assign a disposition, you are returned to the contact record that you
were previewing. The preview timer is reset to 0. You may preview the record
again before deciding whether to call the contact.
l Before assigning a disposition, select a Not Ready reason code to avoid being
interrupted by other calls until you have finished processing the record that you
were previewing initially.
Recordings
This option is available if you have permission. The Play Audio File option is located in
the Current Call window. The menu may contain one or more audio files that you can
play during a call. For example, when connected to an answering machine, you can play
a recorded message instead of reciting a script.
During a call, click Play Audio File, and select a file. You may play, pause and stop the
recording as needed.

Processing Calls Using Dispositions
Using Dispositions
When you or your contact ends a call, choose the most accurate disposition that
indicates the result of the call. As soon as you set a disposition for the call, the
information is saved, and you can process another call immediately.
You may see dispositions similar to these:

l Busy: The number that you called is busy.
l No Answer: The phone ringing but no answer.
l Fax: The number that you called is a fax machine.
l System: This value is selected automatically in case of system failure, such as a
lost connection.
l Add to DNC List: The number is added to the do-not-call list.
l Left Message: You left a voicemail message.
l Answering Machine: You did not leave a voicemail message.
l Scheduled Callback: You scheduled a return call.
l Not Interested: The called party is not interested.
l Agent to Redial: You set a timer so that you may call this number again later.
If your administrator has set a time limit for a campaign, the system automatically sets a
disposition after that time if you have not selected a disposition, as displayed in this
figure. You are then placed in Not Ready state.

In some campaigns, system dispositions such as No Answer, Busy, Fax, Answering

Machine, and Dial Error are set automatically, but for preview calls, you select
dispositions manually. In some cases, dispositions have specific conditions. When you
select a special-purpose disposition, a window opens. You need to select or enter the
information appropriate for the disposition, for example:
l Redial: To redial a number later, set a disposition that enables you to do so. You
can use the default timer or may have permission to set a custom time to redial
the number. To set a custom time, select the Schedule Redial option from the
disposition menu. Specify the date, time, and the time zone.
The phone number is redialed automatically at the designated time. The call is
delivered to any agent working with the campaign at that time.
l DNC campaign: To prevent a number from being dialed during a specific

campaign, choose a disposition that enables you to do so, such as Do Not Dial
Number For Campaign.
l DNC: To add a number to a DNC list, choose a disposition such as Add Number To
DNC List.

l Final: To prevent a number from being dialed again during a specific campaign,
choose a disposition that enables you to do so, such as Final Disposition For
Contact Record.
l Callback: When you select a callback disposition, you set the day and time for the
callback.
Select a disposition or enter in the search field a few characters the are part (beginning,
middle, or end) of the name until only your option remains.
1 Search field
2 Last three selected dispositions
3 Alphabetized list
Your campaign may be configured to display call dispositions in groups. Groups are
displayed with a tooltip and an arrow that indicates group items. Dispositions and

Processing Calls Making Conference Calls
disposition groups use the same search functionality described above. To select a
disposition in a group, move your mouse over the group to expose the dispositions and
select the disposition to complete your interaction.
1 Disposition Group
2 Dispositions
For information about selecting specific dispositions, see your administrator. If you
have permission, you may also use the training mode to learn all dispositions available
for a campaign.
Making Conference Calls

You can create a conference call in one or two steps:
l Two steps (warm or attended): Check Warm conference to place the first party
on hold before adding a participant. This method enables you to speak briefly
with the participant before starting the conference.
l One step (cold or blind): Add the participant and start the conference at the same
time. Both parties can hear all sounds while you prepare the conference, such
dialing the third party, phone ringing, listening to voicemail, and prompts.

Note
If you are using Five9 Agent Assist, real-time speech-to-text transcription is
limited to two-party calls.
To start a conference, add an active or parked call to the conference. Conference

participants are displayed only to the user who added them. Specific options are
available during warm and cold conferences.
Each campaign uses one of these disposition options:

l The agent who initiates the conference must set the disposition.
l The last agent who leaves the conference must set the disposition.
l The agent who initiates the conference decides who must set the disposition.
For more information, see Ending Calls.
To start a conference, click Conference. The initial party is placed on hold, and the
conference options open.
Warm Conference
1 Enter the third party’s phone number, or select a number in the Contacts
database.
You can invite an agent, skill, or other party. You may enter only part of the
name in the Filter field. Only agents in Ready state can accept a conference call.
The keypad may also be available.
2 Enable conference options.

o Type: Select Warm.

o Include caller’s information: The new participant will receive contact

details. If you do not check this option, the call participant will receive
information only about you.
3 Click Initiate Conference.

The Conference window closes. The initial party remains on hold. In addition to
the standard call options, several conference options are available as shown
below. If you leave the conference before it ends, you must assign a disposition
for your segment of the call. The other participants remain in the conference.
4 When the new participant answers the phone and you have spoken with the
person, click Add Participant to add the initial party to the call.
A notification is displayed in the lower right corner of your dashboard.
5 To add more participants to the conference, click Conference and return to Step
1.
In the softphone controls, you see the phone numbers of all conference
participants. If you have permission, you can leave a conference that contains an
unlimited number of participants. In this case, the option Make Host & Leave is
displayed in the Leave Conference menu.

1 Original party
2 New conference participant
3 Leave conference menu
6 Proceed with the call as needed with the features available in the campaign.
o To remove a participant from the conference, click x next to the name.
o To leave the conference and terminate the call, click Leave Conference,
and select a disposition for your part of the call. You are disconnected
from the conference, but it continues with the remaining participants. The

last participant will set the disposition for the conference.
o To end the conference call for all parties, click End Call, and Confirm.
All participants are disconnected. Select a disposition for the entire call. Do not
choose this option if you want the other parties to continue to speak.
Cold Conference
The procedure for a cold conference is simpler:
1 After clicking Conference, enter or select the third party’s phone number.
2 Select Cold and the desired setting for Include caller’s information.
3 Click Complete Conference and proceed with the call as usual.

Processing Calls Transferring Calls
Transferring Calls
If you have permission, you may transfer calls to other agents, skill group members,
internal or external parties, or campaigns. Before customers are transferred, they are
put on hold. You can transfer calls to queues that you cannot monitor because, in this
case, you select a recipient from your entire address book, which contains all skills and
agents. For example, transferring a call to an inbound campaign can be useful to
perform an after-call survey. When a call is transferred to you, process it as you would
any other call. After you complete your part of the call, assign a disposition. You can
transfer a call in one or two steps:
l Two-step (warm or attended) transfer: speak briefly with the recipient before
disconnecting yourself from the initial party and transferring the call.
l One-step (cold or blind) transfer: disconnect yourself immediately from the initial
party and transfer the call at the same time. During a one-step transfer, the
customer hears everything before the recipient answers the phone, such as
ringing, music on hold, and voicemail.
Note
If you are using Five9 Agent Assist, some call-transfer features are limited.
Proceed as follows:
1 Click Transfer.
2 Select a third party.

When you start typing a name, the appropriate names appear in a list. You can
see the Ready status of the intended party to whom you are going to transfer the
call: Not Ready to take a call (Red), Ready to take a call (Green), or off line (Grey).
You can transfer a call only to an agent who is online.

3 Select a contact in the list, type a phone number, or use the keypad to enter a
number.
Warm Transfer
This method enables you to speak with the third party before transferring the call.
During that time, the call to transfer is on hold.
1 Click Warm.
2 Select a disposition, and click Initiate Transfer.
3 Speak briefly with the destination recipient of the transfer.
1 Original party
2 Destination party
Click Toggle Hold to switch back to speaking to the original calling party. The
destination recipient is then placed on hold. You can toggle back and forth
between the two parties.
4 To transfer the party who is on hold, click Complete Transfer.
Cold Transfer
This method transfers the call immediately. If you transfer the call to an external
number, you are prompted to set a disposition. If you transfer the call to another agent
or skill, the recipient sets the disposition at the end of the call.
Performing a Cold Transfer

To perform a cold transfer, proceed as follows.

1 Click Cold.
2 Optionally, modify these settings:

o Time-out: Determines how long to wait for the destination party to answer
the transferred call.
o Actions: Choose between returning the call to you or sending it to the
recipient’s voicemail. The call can be sent to voicemail either immediately
or after the time-out period.
See below for details on the effects of the settings.
3 Click Complete Transfer.
Understanding Cold Transfer Settings

If your recipient is not available, you have four options for what happens to the call (not
available means that the recipient is logged out, Not Ready, or active on another call).
This table summarizes the options for a call to an unavailable agent:
Desired Result Action Selected Timer Setting

Return the call to you Return call to me Must be greater than
zero (see below)
Send the call to voicemail Send to voicemail: After Must be greater than
after time-out timer expires zero, determines the
time-out
Send the call to voicemail Send to voicemail: Any (see below)
immediately Immediately if agent not
available
Send to agent’s personal Return call to me or Send to Zero
queue or a skill queue voicemail after timer expires
indefinitely

Processing Calls Managing Calls on Hold and Parked Calls
With Return call to me, Send to voicemail immediately, and Send to voicemail after
timer expires, if the destination agent is ready and set for manually accepting calls, the
timer setting has the following effect:
l Time-out: The call waits in the queue for the specified time before the action (the
call is returned or sent to voicemail) takes effect.
l Zero time-out: The call rings until answered or abandoned.
When the destination is a queue and with no available agents, the time-out setting has
the following effects:
l With Return call to me or Send to voicemail after timer expires,

o Nonzero time-out: the call undergoes the selected action.
o Zero time-out: the call goes to the queue and stays there indefinitely.
l With Send to voicemail immediately, the call goes to voicemail immediately

regardless of the time-out setting.
When the recipient is an external number, if the call is not answered, it is not returned
regardless of the settings.
Managing Calls on Hold and Parked Calls

When you need to complete a task, you can place a call on hold for a short time. If you
need to make or receive another call, you can park a call by keeping the party on hold
for a longer time. While a call is on hold or parked, you can transfer the call or create a
conference.
Calls on Hold
During a call, click Hold when you need to obtain more information before transferring
or finishing the call. The icon becomes red. While on hold, your party hears music. The
timer indicates how long the caller has been waiting. To take the call off hold, click the
button again. When you place a caller on hold, you can perform certain activities, but
you cannot start another call.

Processing Calls Managing Calls on Hold and Parked Calls
Parked Calls
Park a call when you want to keep the party on the line while you receive or make
another call, for example to a supervisor or another agent. If you do not have
permission to park calls, the button does not appear. You can park internal and external
calls.
Note
To avoid receiving another call while your party is parked, select a Not Ready
state before clicking Park.
1 During a call, click Park.

The call is displayed in the open Parked Calls tab at the top of your adapter. The
center of your dashboard is cleared so that you can make another call. If you
have multiple parked calls, they are placed above each other. When the tab is
closed, it is placed at the bottom of the adapter.

Processing Calls Managing Missed Calls
Information about the parked call, including duration.
2 Click Make a Call, and complete the new (second) call as needed.
3 To finish processing the parked (first) call, click the down arrow on the right, and
process as needed: retrieve, transfer, or add to conference.
Managing Missed Calls

If you have permission, you can see, sort, and reply to any calls that you missed.
Indicators show the calls that you missed and those that you have returned. The figure
below shows the indicators.

Processing Calls Recording Calls
Recording Calls
You may have permission to record internal and external calls and even to continue
recording after the call is transferred to a third party. Click Record Call. When done, click
Stop Recording.

Processing Calls Adding Comments to the Call Log
Adding Comments to the Call Log

At any time before you select a disposition, whether during a call, call preview, and even
while the phone is ringing, you can add comments in the Interaction tab.
Adding Numbers to the DNC List

Do Not Call (DNC) numbers are numbers whose owners have indicated that they do not
want to receive unsolicited phone calls. Unless the owner of the phone number has
given explicit permission to be called, you may not call them. Such numbers should
appear in the DNC lists that your contact center has either verified or purchased from a
vendor who has verified the list. These numbers are not added to the national DNC list.
If you have permission, you may add phone numbers to your local DNC list directly or
by using a disposition, and you may call a number in your DNC list. You can add a
number to the DNC list at any time. If you do not have permission, you see an error
message.

Processing Calls Adding Numbers to the DNC List
Between Calls
1 Select Actions > Add Number to DNC.
2 Enter the ten-digit phone number.
3 Click Confirm.
During Calls
1 Click Add to DNC.
2 Verify and click Confirm.

Processing Calls Ending Calls
With a Disposition
When ending a call, select a Do Not Call disposition, for example:
Ending Calls
When you end a call or your part of a transfer or conference, you select a disposition.
Each campaign may have a time limit for the after-call work. The limit may be different
among the campaigns. If you exceed this time, or if your party hangs up first, the
disposition is set automatically.
You have two options:

l No wrap-up mode: Use this option if you have already completed the call-related
work. Click Set Disposition, and choose a disposition. The call is automatically
disconnected.
l With wrap-up mode: Use this option to complete any call-related work after the
call is disconnected.

1 To disconnect the call, click End Call.

The call ends. You can make notes in your worksheet or edit contacts
before the next call comes in.
2 Finish the call-related work.

If you exceed the wrap-up time limit set in the campaign, your state may
be changed to Not Ready. If this occurs, complete your work, and reset
your state to Ready.
3 When done, select a disposition.

The list of dispositions may be different for each campaign. You may be
required to confirm the disposition that you select.

Processing Voicemail, Reminders, and
Callbacks
You may have permission to receive skill and personal voicemail and to schedule and
return calls. Be sure to set your state appropriately.
Processing Voicemail Messages

Managing Reminders
Returning Scheduled Calls
Processing Voicemail Messages

Note
To listen to voicemail messages with the same headset that you use for calls,
ensure that your headset is your system's default audio device. For more
details, see Selecting Audio Devices.
You can play, save, transfer messages, and return calls:
l Skill Voicemail Messages: The number of messages that you receive depends on
the number of agents logged into the skill: if few agents are logged in, you may
receive many messages, but if many agents are logged in, you receive fewer
messages.
l Personal Voicemail Messages: Messages sent by other agents or transferred to

you are considered personal. You can access them at any time regardless of your
state. These messages appear as a list.
Skill Voicemail Messages

When your state is set to accept voicemail, incoming messages appear automatically if a
skill queue contains a voicemail message. You receive only one skill voicemail message
at a time.

Callbacks Processing Voicemail Messages
1 Click Voicemail.
Information about the contact is displayed in your dashboard.
2 Click Accept.
If you do not accept the message within 30 seconds, it is returned to the queue
and is routed to another available agent.

1 Indicates whether personal or skill

2 Campaign name
3 Caller's information
4 Date, time, and duration
5 List of messages left during a call (rarely more than one message)
6 Play and download options
7 Enter notes
8 Transfer, call back, and delete message
9 Delete message
3 Process the message as needed.
4 When done, click VM Processed in your dashboard.
The message disappears. It is replaced by the next skill voicemail message until
no new messages are pending.

Personal Voicemail Messages

When you have a new message, a notification appears at the bottom of your
dashboard. Each message displays contact information if it is available.
1 Click Voicemail.
2 Open the Personal Voicemails tab.

If you have several messages, they are sorted by date. The most recent message
is at the top. You may also receive an email message with the voice recording
attached as a WAV file.

1 Sort order
2 Caller's number, date, and campaign
3 Hover to see time
3 Click a message.
1 Remaining messages
4 Process the message as needed.

Callbacks Managing Reminders
The features are the same as for skill messages. However, you may transfer or
delete multiple personal messages simultaneously.
a To close opened messages, click the messages.
b Select the messages to transfer or delete.
c Click Transfer or Delete.
5 To close the voicemail tab, click the tab.
Managing Reminders
You can use reminders to manage your to-do tasks, such as:
l Calling a lead at a specific time or following up on a task related to a previous

interaction with a contact.
l Scheduling a callback during a call or when processing a voicemail message.
You can receive an audio alert as well as the visual pop-up reminder when the reminder
is due. See Sound Alert Settings for instructions.
Creating Reminders
Modifying Reminders

Creating Reminders
You can schedule a date and time to return a call. Depending on your configuration, the
features described below may differ slightly from what you see.
1 To create a reminder, click the calendar icon in the tool bar.
2 Click New Reminder.
3 Describe the purpose of the call in the text field.
4 In the Due field, click the calendar icon to specify the date and time to call the
contact.
5 Select the contact’s time zone.

6 In the Phone field, select the phone number of the contact.
7 In the Contact field, click Attach to associate other contact information, if

available.
8 In the Campaign field, select the campaign associated with the task. If the task is
not associated with a campaign, select [None].
9 Click Save.
When the scheduled task is due, you see a pop-up notification or receive an
audio alert, based on your settings.
Modifying Reminders
Click the reminder icon in the tool bar, click View all, and select the reminder to modify.

You can also modify a reminder when it opens at the scheduled date and time.
Modify the reminder:
l If you have completed the task, click Complete.
l To make changes to the reminder, click Edit.

You can edit any available information. To edit the phone number, you must first
remove the Contact, if attached.
l To call the contact, click Make Call.
l To postpone a reminder, click Snooze and specify the duration.

You can postpone a reminder for a time ranging from 30 seconds to 30 minutes.
You will be notified about the task again after the specified snooze time.
l To close the Reminder window, click Dismiss.

Callbacks Returning Scheduled Calls
l To modify all Overdue Reminders at once, click Dismiss All or Snooze All.
A reminder is automatically marked overdue if it is past the scheduled date and
time. Overdue reminders, if any, are displayed when you log in.
Returning Scheduled Calls

You may wait till the reminder opens to notify you about a scheduled call, or you may
return the call without being notified.
Scheduled Calls
Manual Calls
Scheduled Calls
At the scheduled date and time, you see a reminder. You may have permission to skip
the callback. Otherwise, you may call, wait five minutes (snooze), or temporarily dismiss
the callback.
1 To call the contact, click Make Call.

2 The following window is displayed with the phone number of the contact.
3 Click Make a Call, and process the call as needed.

When you are done, the reminder is added to the list of completed callbacks.
Manual Calls
You can return a call at any time.
1 Click the reminder icon in the tool bar, and click View all.
You can sort the reminders by due date, name, number, or campaign.
To view most recent reminders at the top or sort the records in ascending order,
use Up arrow. To view oldest reminders at the top or sort the records in
descending order, use Down arrow.
2 Select the callback record.
3 Click Make Call.

4 Click Make a Call.
5 Process the call as needed.

When you are done, the reminder is added to the list of completed callbacks.

Processing Digital Engagement
Interactions
If you have permission to process text interactions, email and chat, be sure to set your
state to receive text interactions.
Assigning Text Interactions

Handling Text Interactions
Searching Email Interactions
Using Text Channel Dispositions
Text channels enable you to engage in chat sessions and exchange email with
customers. If your domain is licensed for Five9 Visual Engagement, you can also engage
in video sessions as a supplement to chat or voice interactions.
1 Agent State
2 Spam indicator
3 Sentiment
4 Contact Lookup
5 Transfer
6 Dispositions
7 Interaction comments
8 Go to Worksheets
Another agent may add you to a chat as a conference participant or transfer any text
interaction to you. You may also receive a chat transferred to you by a chatbot. The

Processing Digital Engagement Interactions Assigning Text Interactions
interaction in question is identified in the sidebar and in the interaction header, as

shown.
1 Conferenced interaction
2 Transferred interaction
The tags in blue bubbles show who transferred the interaction or added you to a
conference.
Assigning Text Interactions

The sidebar displays the current media items assigned or awaiting assignment.
Note
The text channels sidebar and the refresh button are not synchronized and may
briefly differ in displayed values for queued interactions.

1 Count (a)
2 Refresh button. Red badge shows pending interactions.
3 Count (b)
4 Sort by newest first or oldest first.
5 Click to change pages and refresh the list.
Note
The number of interactions in the queue is displayed in two places, which might
show different quantities:
l Count (a) at the top of the sidebar is the number of interactions in the
queue for all of your skills that are active in this session.
l Count (b) in the left-side navigation bar is the same as Count (a), minus
the following.
o Interactions offered in AID mode. Count (b) represents only
interactions available in cherry pick mode.
o Interactions excluded by any filter settings you have in effect.
o Interactions that exceed a maximum count sent from the server.
You may be allowed to manually choose interactions or you may be assigned

interactions automatically.

l Manually Choosing Interactions: You select interactions from a list (sometimes

called cherry picking). You may or may not be enabled for this.
l Automatically Assigned Interactions: Interactions are selected for you by the
system.
The sidebar displays email and chat interactions (collectively referred to as text channel
interactions) in the queue that are either waiting for a response or in progress by you or
another agent.
The type and number of text interactions available to you depend on your skills and
permissions. You can manage the view of the sidebar by sorting and filtering the
interactions.
Because other agents are also processing interactions, the items that appear in your
interaction queue are added or removed from this view. A red badge on the refresh
button indicates pending interactions. Refreshing the queue removes interactions
which are assigned, terminated, closed, or locked by other agents. To refresh the
interaction queue, click the refresh icon.
You can also go to the Text Channel Settings and set the queue to refresh automatically
at a selected interval. Note that with automatic refresh enabled, there can be some
potentially disruptive behavior:
l If you are working on an item that is towards the end of the queue, the scrollbar
on the left jumps to the top when the queue is refreshed.
l If you are engaged in modifying a contact, the Save Contact dialog appears when
the queue is refreshed.
In any case, chat interactions are removed from the queue after eight hours if no action
has been taken on them.
Once an interaction is assigned to you, you can change its spam and sentiment settings.
Manually Choosing Interactions

If you are allowed to choose which interaction you want to handle (cherry pick), the
Queued and Assigned tabs are available to you in the sidebar.
The sidebar displays information about the interactions. The following figure shows
email interactions.

1 Draft reply saved

2 Spam
3 Sentiment
4 Reply sent
5 Topic thread tag
Chat interactions are slightly different:
1 Message from customer, not yet responded to

The Queued tab displays all interactions associated to profiles that are mapped to your
active queues. Choose the interaction you want to work on, and lock it to prevent other
agents from accessing the same interaction.
The interaction then appears on your Assigned list.
The Assigned tab displays the interactions you have selected to handle. It also lists
drafts you have saved to send later. If a response is not sent within the specified time,
the interaction is routed to the next available agent.
Receiving Both Voice and Text Interactions

You may be enabled to receive voice calls while engaged in a text interaction, and vice
versa. If you have this ability, you receive a notification like the ones in the figure.

Note
l The timer and the Reject and Accept buttons may be absent.
l The notification overrides Auto-Answer: even if you have Auto-Answer
enabled in Voice Channel Settings, you must explicitly accept the
interaction.
l The arriving call or chat will trigger an audio signal if you have configured
it to do so in Sound Alert Settings.
Preview Chat
A preview chat takes a proactive chat request, based on a web user’s browsing and
contextual information, and delivers it to you for potential acceptance. The chat
preview presents you with contextual information about the customer (if a defined
contact already exists) as well as the behavior that invoked the chat preview (for
example, the customer added then removed an item from the shopping cart, or
hovered over an information field multiple times). This contextual information enables
you to construct a targeted and personalized chat message to the customer before
beginning the chat session.
Accepting or Rejecting a Preview Chat

Engaging the Customer
Withdrawing a Preview Chat
Accepting or Rejecting a Preview Chat. . A preview chat is presented to you with a

red bar at the top. Preview chats are automatically accepted or have a red preview timer
under the avatar in the sidebar:
l Interactions with a timer: You can accept or reject an interaction at any time
before the preview timer expires. To accept an interaction, click the check button;
to reject an interaction, click the red X. If the timer expires, the interaction is
returned to the pool to be assigned to another agent, and your state is set to Not
Ready for additional interactions.
l Interactions to be accepted automatically: No preview timer is displayed, and

you cannot reject the interaction.
The figure below displays a preview timer.

Engaging the Customer. Once the preview chat has been accepted your cursor will
automatically be placed in the Type Here text field, for immediate interaction with the
customer. Also, the chat interaction will display a lock, indicating that this chat has been
accepted; a count-up timer will display in red in the interaction header, letting you know
that you have not yet engaged this customer.
To engage the customer, type into the Type Here field and click Engage to send the
message. The engage comment is displayed in your chat thread and included in the chat
transcript. The graphic below displays an accepted preview chat.
Once you have engaged with the customer (sent the first message) the red preview chat
bar turns medium gray to indicate this customer engagement.
For the remainder of this interaction, the countdown timer displayed in the interaction
header is replaced with a dark gray count-up timer in this same location. This dark gray
timer shows the elapsed time of this interaction, from the time it was accepted until the
time a disposition is applied, closing this interaction, as shown below.
Withdrawing a Preview Chat.. Preview chat sessions are triggered by a customer’s

browsing behavior. These chats are extremely time-sensitive due to the customer’s
potential to exit the website. When an you accept a preview chat offer, the Withdraw

Chat button appears in the interaction header. After you lock (accept) the preview chat,
if you decide that the real time statistics indicate that the outcome will not be favorable
to make a sale, you can click Withdraw Chat to withdraw the preview chat from the
system and close the invisible chat session.
Automatically Assigned Interactions

If you are automatically assigned interactions, only the Assigned tab is available to you.
The Assigned tab displays all interactions assigned to you based on your active skill. If
you have handled a previous interaction with a contact, subsequent interactions with
that contact may be assigned to you.
If you are using Chrome, Edge, Firefox, or Safari when you are in automatic mode, you
receive a popup notification about an incoming text interaction when Agent Desktop
Plus is minimized.
When a new interaction is assigned, you are notified that an incoming interaction is
waiting for response. Click the notification to go to the interaction in the queue sidebar.
1 Click
2 Time to accept interaction

If you reject the interaction or do not accept it within the specified time, you receive a
warning message that you are being set to the Not Ready state, and the interaction is
routed to the next available agent.
Note
You might not have permission to reject automatically assigned interactions. If
you attempt to unlock an interaction, you will see a message You cannot
unlock this item. In that situation, you must process the interaction or transfer
it.
To again receive text interactions after completing your current task, you need to set
your state to receive Text interactions.
You may also have a limited time to respond to an interaction once you have started
handling it. Depending on the configuration, the timer may start when you log out or
when you accept or lock the interaction. Once the timer expires, you receive a
notification that you have been set to Not Ready:
The interaction returns to the queue and any comments you have made are not saved.
Interaction History
The interaction history tab enables you to filter and view past interactions.

Processing Digital Engagement Interactions Handling Text Interactions
Handling Text Interactions

To handle an email or chat interaction, lock the interaction from the Queued tab, or
select the interaction directly from the Assigned tab. The Interaction details panel
displays information about the selected interaction and the options that you can use to
handle the interaction.
Associating Contact Details With an Interaction

Working With Email Interactions
Working With Chat Interactions
Using Assistances
Text Details
Adding Comments to Interactions
Using Five9 Visual Engagement
Associating Contact Details With an Interaction

In most cases, your interaction details pane displays contact details. However, an
interaction may not contain matching contact details, such as when a known contact
uses an unknown contact account or email address. To associate a current interaction
with an existing contact record or to add a new contact record to an existing interaction,
do as follows:
1 Click Contact Lookup.
2 In the Select Contact window, enter text in the search field, then type Enter.

3 Select the desired row, then click Select Contact.
Working With Email Interactions
Composing Email Interactions

You can compose email interactions and assign a disposition after you select a profile.
Note
If your administrator has enabled auto-pushback feature for email interactions,
you will lose your draft if you log out before sending your first reply, and the
email is pushed back into the queue.
1 From the Actions menu, select Compose Email.
If you enter more than one address in the To field, a new contact is created for
that combination of addresses. For example, if you have an existing contact with
the address kimr@ban.com and you send an email to kimr@abc.com and
kimr@def.org, a new contact is created with the email addresses
kimr@abc.com,kimr@def.org.
2 From the Profile drop-down list, select a profile.
3 Enter your the email.

You can add an attachment either by clicking Attach to browse files, or you can
drag and drop the files from your local directory.
You can also copy and paste an image inline in your email.
Note
Agent Desktop Plus supports outbound email attachments and inline
images up to 10 MB.
4 From the Set Disposition drop-down list, select a disposition.

For each email interaction, you can choose a default disposition. The first
disposition that you select for an email is remembered. The next time that you
compose an email, you may use it by accepting the reminder or disable the
reminder to select another disposition.
5 Click Send.
Replying to Email Interactions

You can reply to the author or to all recipients, and you can add more recipients to your
response. You may also reply to a closed interaction in the contact’s history. For more
information, see Viewing Contact History.
The Reply buttons are located at the top and the bottom of the message.

Note
Agent Desktop Plus supports inbound email attachments and inline images up
to 25 MB.
Inbound attachments are supported in these formats:
File Type Extensions

Application JSON, OGV, OGA, OGX, OGG, PDF, RTF, ZIP, TAR, XML, GZ, BZ2, GZ, SMIL, JS
Audio M4A, M4P, M4B, M4R, MP1, MP2, MP3, M1A, M2A, MPA, OGA, FLAC,
WEBM, WAV, AMR, 3GA, 3GP
Image DIB, GIF, JPG, JPEG, PIPEG, PNG, SVG, TIFF, WEBP, ICO
Text CSS, CSV, HTML, CAL, TXT, JS, VCF, VCARD, WAP, XML
Video AVI, MP4, M4V, MPG, MPEG, M1V, MPV, OGV, OGX, OGG, SPX, OGM, MOV,
QT, WEBM, WMV, FLV
An attachment that is too large or invalid is indicated by an error message.
If the attachment type is HTML or HTM format, clicking the attachment will download
the file to your computer rather than open in an associated viewing window.
Buttons for accessing Assistances and adding attachments are at the bottom of the
email reply window.

1 Preview Assistances
2 Add an attachment
Forwarding Email Interactions

When forwarding an email, existing attachments are also forwarded. To exclude the
attachments from the message, disable include original attachments. The size and file
type of the attachments are displayed. You may use the pound sign (#) in the names of
attachments.
Transferring Email Interactions

You may transfer messages to any available agent or queue in your domain.
Important
Be sure to send or discard drafts before selecting a message to transfer.
To transfer the active interaction, click Transfer.

To transfer multiple messages, follow these steps:
1 At the top of the sidebar, click Select.
2 To select specific messages, use the selection boxes.
1 Select All/Deselect All

2 Email selected
3 Email available to select
4 Email draft must be sent or discarded
5 Shows selected messages
3 Click Transfer.

You see a confirmation message:
Working With Chat Interactions

Basic Handling
Reminder Messages and Automatic Closure
Basic Handling
Chat interactions enable you to engage in real time messaging with the customer.
Important
A known issue with Safari and iPhone applications prevents chat in the
embedded chat window. A solution is to open the chat in a new window using a
link or button.
Choose from these options:

l To insert a predefined response, click Assistance and select a response from the
list. See Using Assistances for more information.
l To compose a message, type in the text field provided.
l To view and copy the interaction ID, double-click the Campaign Name.
l Click Send to send your response, or click Save & Close to save your draft and
send it later.
Note
The party that is chatting with you can open only one chat window at a time. If
they try to open a second chat window, they receive a warning message.
Reminder Messages and Automatic Closure

Your administrator may have set up some automatic actions to handle situations in
which either you or the customer are inactive for a certain length of time.
l If the customer is inactive for a time span specified by your administrator, a

reminder message is displayed in the chat window, such as I have not heard
from you in a while. Are you still there?
l If the customer is still inactive after a further time span, a message such as Chat
closed due to customer inactivity is displayed in the chat window, and the
session is automatically closed.
l If you are inactive for a specified time span, a message is displayed in the chat
window to reassure the customer that you are still engaged in the interaction; for
example, I am still researching this matter. Thanks for your patience.
Using Assistances
Assistances provide standard predefined information or responses that you can use
when processing any text interaction—for example, to provide instructions for resetting
a password or sending a link to such instructions. Assistance articles containing links are
displayed with the link icon.

The last five most recently used assistances are displayed in a preview list at the top of
the assistances menu, with the most recent assistance at the top. If the list of recent
assistances contains fewer than five items, only those are displayed, or none if no
recent assistances exist. Recently used assistances are also included in the complete list
in alphabetical order.
To insert an assistance article or link, click Assistance and select a item from the list.
Short assistances that do not need your input are added to the interaction in progress.
If you need to customize the assistance, it opens in a separate window. Complete the
fields and click Confirm Variables. The text is inserted in the interaction.
Note
If the assistance contains an inline graphic, the recipient may not be able to see
it, or may be required to respond to a prompt in order to see it.

Text Details
All incoming text interactions are automatically tagged and categorized with various
properties, which are displayed under Text Details on the right of the Agent Desktop
Plus window.
1 Editable
The specific choices under Cluster and Attributes are set by your administrator. The
Cluster might indicate something about the interaction’s content—for example,
Complaint/Compliment/Question. An example of an Attribute might be one that
indicates the geographic region that the post comes from.
As shown in the figure, you can edit some of these properties to make them more
accurate for the interaction you are handling. Based on the changes you make,
subsequent interactions are tagged more appropriately.
In a chat with multiple participants (in conference), if one agent changes an editable
property, the new value is displayed to all participating agents.

Adding Comments to Interactions

You can add comments to an interaction to make subsequent interactions with the
contact more simple and informative. Interaction comments also provide information
about the interaction to a new agent who may engage with the contact.
To add information about the interaction, enter text in the Comments field.
If your administrator has enabled the auto-pushback feature, interaction comments are
not saved if the auto-pushback time interval expires before you finish handling the
interaction.
Using Five9 Visual Engagement

If your contact center has Five9 Visual Engagement capabilities licensed and enabled, as
an agent you can easily escalate your chat interaction to include a video session. The
first step in video availability is to set your state to ready to place or receive video
interactions. This allows video interactions to occur through the audio/video console
interface.
Note
If you are engaged in a call, you cannot receive video chats. And if you are
engaged in a video chat, you cannot receive voice calls.

Audio and Video Console

The voice and video control console is located on the right side of the Agent Desktop
Plus (ADP) interface and is described in the graphic below.
1 Mutes customer
2 (From left to right) Records customer; Enables light on customer's side of video; Refreshes video
display; Screen capture and save; Annotate Video Display
3 Enables customer video
4 Mutes agent
5 Enables agent video
Previewing Customer Details Before a Video Session

If a customer participating in a voice or chat session has already been introduced to
your Five9 Contacts you can easily view these contact and interaction details prior to
initiating a video session, similar to looking up any other contact information. The
interaction screen displays the Contact information on the right side of your desktop
interface, allowing you to select the session type. The addition to the displayed chat
session will be for both voice and video. The customer information is displayed in the
interaction history.

Initiating a Video Session

To send a video session request to your customer, click Start Session. This action
initiates the video interaction request as a SMS message, which must be accepted and
permitted by your customer before actually launching the video session, as shown
below.
Important
Ensure that your contact number contains 10 or 11 digits without spaces. If you
enter numbers that are improperly formatted or contain a country code, such
as +44 for United Kingdom, your contact does not receive an SMS request.

Transferring or Ending Video Session Interactions

You can end an interaction if it is resolved, or you can transfer the interaction to
another agent or skill group, as shown below.

Processing Digital Engagement Interactions Searching Email Interactions
l To transfer an interaction to an agent or skill group, click Transfer, and select the
agent or skill group from the address book.
l To end the voice and video session, but keep the chat session active, simply click
the End Voice and Video Session button on the agent interface.
l To end the session completely, click End Interaction in the top right of the agent
interface.
Searching Email Interactions

You can search the email interactions in your queue and the ones that have been
closed. Click the magnifying-glass icon to get started.
Performing a Basic Search

Using Advanced Search

Performing a Basic Search

Enter a search string in the text field and press Enter. The results are displayed in the
sidebar. These results cover the last two years.
1 Click to edit search term
Click Queue or Assigned to return to those views; search results are then minimized at
the bottom of the sidebar. To view the search results again, click Search Results in the
minimized section.

If your search returns no results, click Edit Search or Edit to modify the search string.

Using Advanced Search

Access advanced search as follows:
1 Click the magnifying glass.
2 Click the advanced search button.

Much of the Email Search window is self-explanatory. Note also the following
information:
l Time Received: Besides the pre-set time ranges (Yesterday, Last 7 days, Last
Calendar Week, and so on), you can also select Custom to define a time range
within the last two years.
l Field Conditions: Select AND to have the returned interactions meet the
conditions specified for all of the fields. Select OR to have them meet the
conditions specified for any one field.
l Within the text fields, you can also use these operators:
+ Requires both of the linked terms. pdf+gif in the Attachment field
returns only items with both .pdf and .gif attachments.
| Requires at least one of the linked terms. In the figure, the expression in
the First Name field returns Jenn, Mary, and John .
- Excludes the search term. -order returns all items that do not include
the word order.
" ... " Encloses a phrase for an exact match.
* After a term, acts as a wild card for any number of characters, including
zero. Johan* returns Johan, Johanna, and Johanson.
( ) Defines precedence in complex search expressions.

Processing Digital Engagement Interactions Using Text Channel Dispositions
(digital|analog)+display returns digital display and analog

display.
~N after Fuzzy query: Defines the maximum number of one-character changes
a term allowed for matching. A change can be substitution, removal, insertion,
or transposition. speed~1 returns speed, steed, sped, seed, speeds,
and so on. speed~3 returns speeding, stood, spied, pied, and so on.
~N after Defines the maximum distance between found terms. "condition
a phrase fulfillment"~3 returns condition of fulfillment and condition for the
fulfillment but not condition that was placed upon fulfillment.
The search criteria that you set are retained the next time you open the search window,
even if you have logged out in the interim.
Using Text Channel Dispositions

The disposition panel lists the available dispositions. Choose the most accurate
disposition that indicates the current or final status of the interaction. You may see
three types of dispositions:
l Closed: Indicates a resolved interaction. The interaction is removed from the text
queue and is no longer visible.
l Open: Indicates an interaction in progress. For example, you replied to a
customer’s email. You are now waiting for the customer’s next email.
l Transferred: Indicates that you transferred the interaction.
Dispositions may be configured to launch Connectors.
Dispositions are displayed on the right in the History panel of the interaction.

Preparing Your Browser
You need to enable pop-up windows in your browser.
Note
Your administrator may have already configured your browser. Therefore,
follow these steps and only if you are instructed to do so.
If your browser is already configured, go directly to Logging into Agent Desktop

Plus to start a session.
Chrome
Firefox
Edge
Internet Explorer
Safari
Chrome
Enabling Pop-Up Notifications
Disabling Browser Notifications

You must configure your browser to allow pop-up notifications from Five9.
1 In the Chrome address bar, enter chrome://settings/content.
2 Under Content Settings, click Cookies and site data.
3 Enable Allow all cookies.
4 Go back to Site Settings page.
5 Under Content settings, click Pop-ups and redirects.

Preparing Your Browser Chrome
6 Ensure pop-up setting is Blocked.
7 Next to Allow, click Add.
8 Enter the Five9 domains that you want to allow pop-ups from, then click Add:
[*.]five9.com or [*.]five9.eu or [*.]five9.ca or
[*.]five9.net
9 Close the Settings tab.

This section applies to users of Five9 Chat, Email, and Social in Agent Desktop Plus. If
you manually choose your interactions, by default you see and hear notifications in
your browser when new interactions are routed to your station when Agent Desktop
Plus is not in focus.
To block Five9 notifications, follow these steps.

Preparing Your Browser Firefox
Important
If you do so, all browser notifications, including those for new calls, are disabled
when your application is not in focus.
1 In your browser, paste chrome://settings/content/notifications.
2 Click Add.
3 Enter the Five9 domain appropriate for you, and click Add.
[*.]five9.com or [*.]five9.eu or [*.]five9.ca
Firefox

Preparing Your Browser Firefox

You must set your browser to get pop-up notifications from Five9.
1 In the address bar, enter about:preferences#privacy.
2 Scroll down to Permissions.
3 Enable Block pop-up windows, and click Exceptions.
4 Enter the Five9 domains appropriate for you and clickAllow.

five9.com or five9.eu or five9.caorfive9.net
5 Click Save Changes.
6 Close the Options tab.

Important

Preparing Your Browser Edge
1 In the address bar, enter about:preferences#privacy.
2 Scroll down to Permissions.
3 Click Notifications Settings.
4 In the search field, add the domain appropriate for you, and select Block:
https://www.five9.com
https://www.five9.eu
https://www.five9.ca
5 Click Save Changes.
Edge
Allowing Pop-Up Notifications
Allowing Pop-Up Notifications

You must set your browser to get pop-up notifications from Five9.

1 Open the Edge browser.
2 Click the menu button (three dots) in the upper-right corner, then click Settings.
3 In the Settings sidebar, click Cookies and site permissions.
4 Scroll down to Site permissions section, then scroll to All permissions and click
Pop-ups and redirects.
5 In Site permissions/Notifications pane, ensure Block switch is enabled, then

click Add in the Allow section.

6 Enter the Five9 domain you want to allow pop-ups from and click Add:
[*.]five9.net


1 Open the Edge browser.
2 Click the menu button (three dots) in the upper-right corner, then click Settings.
3 In the Settings sidebar, click Cookies and site permissions.
4 Scroll down to Site permissions section, then scroll to All permissions and click
Notifications.

5 In Site permissions/Notifications pane, click Add in the Block section.
6 Enter the Five9 domain you want to block notifications from, then click Add:
[*.]five9.net

Preparing Your Browser Internet Explorer
Internet Explorer
Important
This note applies to users of Five9 Chat, Email, and Social. If you manually
choose your interactions, by default you see and hear notifications in your
browser when new interactions are routed to your station when Agent Desktop
Plus is not in focus. You cannot block Five9 notifications.
You must set your browser to get pop-up notifications from Five9 and your CRM
application.
1 Click the cog in the upper right corner of the browser, and select Internet
Options.
2 Click the Privacy tab.
3 To enable cookies, move the slider to the bottom.

Preparing Your Browser Internet Explorer
4 Click OK.
5 Enable Turn on Pop-up Blocker, and click Settings.
6 Enter the Five9 domain appropriate for you and click Add.

Preparing Your Browser Safari
*.five9.com or *.five9.eu or *.five9.ca
7 Click Close and then OK.
Safari
Important
Five9 chat is not supported with Safari private mode.
Adding Exceptions for the Adapter

Adding Exceptions for the Adapter

By default, your browser prevents pop-up windows. You must disable this feature.

Preparing Your Browser Safari
1 In the Safari menu, select the Security tab.
2 Disable Block pop-up windows.
3 Enable Plug-ins and click Website Settings.
4 For the Five9 Softphone Plugin, select Allow Always, and Click Done.

This section applies to users of Five9 Chat, Email, and Social. If you manually choose
your interactions, by default you see and hear notifications in your browser when new
interactions are routed to your station if Agent Desktop Plus is not in focus.
Important
1 In the Safari menu, select Preferences > Websites > Notifications.
2 Click the Five9 entry, and disable it.

Hot Keys and Keyboard Shortcuts
To view shortcuts assigned to common options and functionalities, click Help on the
tool bar, and select Keyboard Shortcuts.
Note
You can use hot keys and keyboard shortcuts that are enabled in your user
permissions. Contact your Five9 Administrator if the selected function or action
is not enabled.
Navigation
General Keyboard Actions
State Management
Quick Actions
Call Management
Voicemail Management
Text Channels
Navigation
Function or Action Keys
Go to home window H
Go to Call (Voice) C
Go to Voicemail V
Go to Chat T
Go to Email E
Go to Social S
Go to Contacts (Contact Manager) R
Go to Activity (History of Agent Interactions) A
Go to Internal Messages I
Go to Reminders B

Hot Keys and Keyboard Shortcuts General Keyboard Actions

Open Settings Ctrl + Alt + Shift + K
Help (open drop-down) Ctrl + Alt + /
General Keyboard Actions

Confirm/Approve (question, dialog, form, active button Enter
etc.)
Cancel/Dismiss (dialog, notification, etc.) ESC
Next item (within a page, dialog, form etc.) TAB
Navigation (table cells, lists, drop-down items etc.) Up, Down, Left, & Right
Arrows
State Management
Set Ready Ctrl + Alt + R
Set Ready for… Ctrl + Alt + Shift + R
Open State Drop-down Ctrl + Alt + O
Log Out Ctrl + Alt + Shift + L
Quick Actions
Make a Call (open Address Book) Ctrl + Alt + M
New IM (Instant Message) Ctrl + Alt + I

Hot Keys and Keyboard Shortcuts Call Management

New Reminder Ctrl + Alt + B
New Email (compose) Ctrl + Alt + E
New Social Post (compose) None at this
time
Switch between contact tabs (Context, History etc. only during Ctrl + Alt + G
interactions)
Call Management
Hold (on/off) Ctrl + Alt + L
Or
Ctrl + Alt + F
Keypad (open/close) None
Park Call Ctrl + Alt + K
Conference / Add Participant (open dialog) Ctrl + Alt + A
Transfer (open dialog) Ctrl + Alt + T
Mute Me Ctrl + Alt + Shift + Space bar
Record Call (start/pause) Ctrl + Alt + U
Play Audio File (open drop-down) Ctrl + Alt + Shift + P
Or
Ctrl + Alt + P
End Call Ctrl + Alt + W
Set Disposition (open drop-down) Ctrl + Alt + D
Add Number to DNC Ctrl + Alt + Shift + D

Hot Keys and Keyboard Shortcuts Voicemail Management
Voicemail Management
Return Call Ctrl + Alt + Enter
Delete Ctrl + Alt + X
Play/Pause Voicemail Ctrl + Alt + P
Previous/Next File (within single Voicemail) Ctrl + Alt + , (comma)
Or
Ctrl + Alt + . (period)
Mark Processed Ctrl + Alt + D
Text Channels
Initiate Response (put focus in the response text area) Enter
Conference (for chats only, open dialog) Ctrl + Alt + A
End Chat Ctrl + Alt + W
Next Best Action Ctrl + Alt + N
Open Assistance menu Ctrl + Alt + H
Open Assistance menu (full screen) Ctrl + Alt + Shift + H
Edit Author None
Send/Reply email/chat/social Ctrl + Alt + Enter
Set Disposition (open drop-down) Ctrl + Alt + D

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Cloud Contact Center

Agent Desktop Plus

2 Agent Desktop Plus • User’s Guide

Preparing Your Station 9

Using Agent Desktop Plus 47

3 Agent Desktop Plus • User’s Guide

4 Agent Desktop Plus • User’s Guide

Processing Voicemail, Reminders, and Callbacks 118

5 Agent Desktop Plus • User’s Guide

Processing Digital Engagement Interactions 130

Preparing Your Browser 160

6 Agent Desktop Plus • User’s Guide

Hot Keys and Keyboard Shortcuts 173

7 Agent Desktop Plus • User’s Guide

o Updating the Extensions and the Softphone

o Removing the Adapter

o Preparing Your Browser

May 2021 l Added RingCentral.

8 Agent Desktop Plus • User’s Guide

Logging into Agent Desktop Plus

9 Agent Desktop Plus • User’s Guide

Logging into Agent Desktop Plus

2 Enter your credentials.

10 Agent Desktop Plus • User’s Guide

3 Click Agent and select Web.

4 Enter the credentials for your station.

5 Follow the instructions that are displayed.

Connecting to Unified Communications Systems

11 Agent Desktop Plus • User’s Guide

Skype for Business

Skype for Business

12 Agent Desktop Plus • User’s Guide

13 Agent Desktop Plus • User’s Guide

You can filter the records that are displayed.

14 Agent Desktop Plus • User’s Guide

15 Agent Desktop Plus • User’s Guide

You can filter the records that are displayed.

16 Agent Desktop Plus • User’s Guide

You can filter the records that are displayed.

17 Agent Desktop Plus • User’s Guide

Transferring a Call. You can transfer a call to an Office@Hand contact or add an

18 Agent Desktop Plus • User’s Guide

You can filter the records that are displayed.

19 Agent Desktop Plus • User’s Guide

l Click the phone icon in the contact’s row.

Transferring a Call. You can transfer a call to a RingCentral contact or add a

2 Enter your station ID, and click Next.

3 Continue with Installing the Software.

20 Agent Desktop Plus • User’s Guide

2 Enter your station ID, and click Next.

4 Confirm your audio devices, and click Next.

5 If you heard the three tones, click Next.

21 Agent Desktop Plus • User’s Guide

A WebRTC Connected indication in application UI.

22 Agent Desktop Plus • User’s Guide

2 To connect your station now, select Yes.

3 Click Next to start the connection.

4 Answer the phone when it rings.

23 Agent Desktop Plus • User’s Guide

2 Enter the station address provided by your VCC Administrator.

3 To connect your station now, select Yes.

4 Click Next to start the connection.

5 Answer your gateway station phone when it rings.