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Five9 Telephony System

Rhonda W, 06-18-2007
Five9 is a Predictive dialer and Hosted telephony system, tightly integrated with MyEmailDesk. Five9 allows customer and sales agents to receive inbound phone calls as well as place outbound calls, using high quality VoIP technology while having all information pertaining to a customer/lead available to them.

This brief tutorial is a quick-start explaining how to use the Five9 system.

Downloading the Five9 application

* Go to www.five9.com
* Click on "customer login"
* Login using the user ID and password provided to you
* After you have logged in, click on "start agent".
* You will have the option to download Java, if you do not currently have Java on your machine. If you do have Java then skip this step.
* Next, download the agent application and save it to your desktop.
* Once download is complete, go to your desk top and click on the icon for Five9 and the application with begin to install.
* Log-in to the Five9 application using the log-in and password provided by your supervisor.

Placing an outbound call with Five9

* Log-in to the Five9 Agent application.
* Wait for the 3 beeps.
* Go to "actions' on the top left hand side of the screen.
* scroll down to " make call"
* A box will pop asking you for the number to be called.
* Enter the number without the area code.
* A box will pop and ask you if you would like to check the DNC (Do Not Call List). If you are calling a business or a person who has requested call, then uncheck this box. If you are cold calling a residence, then leave the box checked and let the system check the DNC list.
* Another box will pop and ask you what campaign you are placing the call for. chose the campaign in the box that you are working on and click "ok".
* The system will Dial the number and you will hear a ring, click "answer" to be connected to the outgoing call.
* Once you have finished, click "Wrap up call". This will disconnect the call and give you time to log the call.
* Log the customers name in the "Call details field" and log the details of the call in the comments box.
* After the call has been logged, click "call disposition" and disposition the call accordingly.
* You are now ready to make your next call.

Answering a call on Five9:

* Log-in to the Five9 Agent application.
* Wait for the 3 beeps.
* Go to "actions" on the top left hand side of the screen.
* Scroll down to "restart station".
* You will hear a ring, when the phone rings, click "answer". This will insure that when calls come in, you will not be connected to the call until you click "answer". You can also click on the phone icon on the bottom and change the status to "hang up".
* When a call comes into the system you will hear a beep and then the phone will begin to ring.
* Click "answer" when you are ready to take the call. And answer the call according to the script provided under the "script" tab.
* When the call is complete, click on "wrap up call" and enter the customers information in the "call Details section and log the details of the call in the comments box.
* After the call has been logged, click "call disposition" and disposition the call accordingly.
* You are now ready to receive your next call.

Recording a call on Five9:

The system will record all calls automatically. If you need to record a call for any reason, here is what you do;

When the call is answered click on "record call" the button will appear pressed down and you will know that the call is being recorded.

Patching (Transferring) a call to another party:

* To transfer a call, first you will place the call in park, by clicking "park call" once the call is parked, click on the "general" tab at the top left side of the Five9 screen.
* Go to the bottom of the page and click on "parked calls" find the call you are transferring and right click on the call. A drop down box will appear.
* Click on "transfer call" and then choose "third Party transfer".
* A box will pop asking for the number to transfer the call to. Enter the number without a 1 in the number, just area code and phone number, then click "ok" and the system will dial the number.
* When the call is connected the caller will disappear from your screen. You can then make your notes and disposition the call.

Note: If the person you are transferring the call to has an extension, only enter the phone number and tell the customer what extension to choose, when they are transferred.

Conferencing a call.

* Call the first person you would like on the call, once that person is on the call then click add conference.
* A box will pop and ask for the number of the person to add to the conference.
* Type the number in the pop up box and wait for the person to answer.
* Click complete conference to bring all three people together.

Change Password/Lost Password/Technical Issues
*Go to www.five9.com
*Click on Customer Login
* Login to your account using the user name and password assigned to you.
* Click "Home" a link will be available to "Change password".
**Note: If you have lost your password, click on "forgot password", you will be prompted to send an email to Support.
**Always contact Five9 support for any technical issues by calling: 1-800-553-8159 or 925-218-2325

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Below is a video that demonstrates how to utilize the basic functions of the Five9 system.


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