Setting Up and Managing Blended Campaigns

  

Welcome Package

Setting Up and Managing Blended

Campaigns

  

Date: July 2005

Version 2.1

  

Copyright Notice

Copyright © 2005 Five9 Inc. All rights reserved.

  This document contains confidential, proprietary information of Five9. Unauthorized copying, reproduction or disclosure of any portion of the contents of these materials by any means—including printed or duplicated materials, on-screen publication, or Web documentation—is expressly forbidden. Five9 and the Five9 logo are trademarks of Five9 Inc. Any other trademarks are the property of their respective owners.

  

Version: 2.1

Date: July 2005

  

Table of Contents

  Chapter 1 - Setting up and Managing a Blended Campaign .......................................... 5 About Blended Campaigns .................................................................................. 6 Skill Groups ...................................................................................................... 7 User Accounts ..................................................................................................12 Set up ANI .......................................................................................................26 CRM Database...................................................................................................27 Lists................................................................................................................28 Dispositions .....................................................................................................35 Setting up and Configuring Campaigns................................................................40 Profiles............................................................................................................42 Chapter 2 – Campaign Properties...............................................................................44 Campaigns .............................................................................................45 General .................................................................................................47 Lists .....................................................................................................53 Skills ....................................................................................................54 Dispositions ...........................................................................................55 Connectors ............................................................................................56 Worksheets............................................................................................57 Scripts ..................................................................................................59 Chapter 3 – Inbound Campaigns ................................................................................61 About Inbound Campaigns.................................................................................62 Skill Groups .....................................................................................................63 User Accounts ..................................................................................................63 Lists ...............................................................................................................63 Dispositions .....................................................................................................63 Setting up and Configuring Campaigns................................................................64

  

Table of Contents (cont’d)

  Chapter 4 - Properties of Inbound Campaigns ............................................................66 General ...........................................................................................................69 DNIS ...............................................................................................................71 IVR .................................................................................................................72 Skills...............................................................................................................99 Dispositions ................................................................................................... 100 Connectors .................................................................................................... 102 Worksheet ..................................................................................................... 103 Script ............................................................................................................ 105 Chapter 5 - Troubleshooting Campaigns................................................................... 107 Highlights ............................................................................................................... 110

Chapter

  1 Chapter 1: Setting up and Managing a Blended

Campaign Purpose

  This chapter will describe what blended campaigns are, how to set them up, and how to manage them on the Five9 system. At the end of this chapter, you will be able to:

Objectives

• Understand Blended Campaigns • Create an outbound campaign
• Set up skill groups
• Create Users and link them to skill groups

  

About Outbound Campaigns

  A campaign is an automated tool for managing and controlling call

Overview center operations. It can be configured to perform specific purposes

  For example, sales, technical support, customer service and surveys. Several components are used to build a campaign. The most important ones are agents who handle calls, call lists, scripts, worksheets, dispositions, skill groups, and a do not call list.

  There are two types of campaigns that you can build. One is the outbound campaign and the other is the inbound campaign. Use an outbound campaign for making calls, and use an inbound campaign for receiving calls. A campaign can even be built that does both. That is referred to as a blended campaign. For blended campaigns, you must create an outbound campaign, then and inbound campaign. You will create both campaigns with the same properties. Campaigns can be run in basic, advanced, or training mode. A basic

Campaign

  mode campaign will begin dialing from the top of its call list, transfer

Running Modes

  calls to agents when a connection is made, and then use dispositions to record the details of a call. It will run through the entire list until every number in the call list has been dispositioned. A campaign running in advanced mode uses a profile to control the behavior of the campaign. For example, a profile can be used with an outbound campaign to dial numbers based on their local time, or dial numbers that match a specific criteria. For an inbound campaign, a profile can be used to assign the priority between particular inbound campaigns and give one of those campaigns a higher priority over the other. A campaign running in training mode will operate just like basic or advanced mode, but calls will not actually be made. For example, simulated calls will be transferred to agents, so agents then can practice accepting the call, saying the campaign's script, complete its work sheet, and then assign a disposition for the call. During the simulated call, the agent will not talk to anybody; they'll only practice using the Five9 Agent. All campaigns are started manually. However, campaigns running in

Start Modes and

  advanced mode with an appropriately configured profile can pause

  Controls and resume based on the local time of the numbers in a call list.

  

Skill Groups

  A skill is a knowledge, ability, and/or understanding about a product

About Skill

  or service. For example, an agent can be a skilled sales person. A skill

Groups

  can, if needed, be categorized such as being either an entry, mid, or senior level sales person. Another example is a technical support agent. The agent can be skilled in computer hardware or software. The types of skills an agent needs to participate in a campaign depends on the purpose of the campaign. A Skill Group is a tool for managing large groups of users who have a specific skill. Skill Groups also have another important purpose. They link users who belong to the group to specific campaigns. This link is the only way you can associate specific users with specific campaigns.

  Creating a skill group only requires a name for the skill, and as an option, a message to the agents who are made members of the skill group. Assigning a user to a skill group simply involves opening the Properties window for the user account, and then selecting skills that the account must have. Assigning skill groups to a campaign is basically done the same way; you open the campaign's Properties window, and then select skills that must be associated with the campaign. Using a skill group to link agents with campaigns is also known as "skills based routing." You can create as many skill groups as needed, and you can assign multiple skills to user accounts and campaigns, however, when running more than one campaign at a time, and with identical skills that are shared between them, you could make call handling more difficult or confusing for your agents.

  

Skill Groups (cont’d)

  Use skills for linking agents (user accounts) with campaigns. Create as

Create Skill many skills as needed. Multiple skills can be linked to each user. Groups

  This is where you’ll add skill groups to your Virtual Call Center. You’ll add specific skill groups to your campaign when you set it up in the

  Properties section. Add any skills here that you would use for any campaign.

  The system will allow you to create up to eight skill sets. If you need more, contact your Five9 sales representative.

  Step Action

  1 Move to the Administrator Main Window.

  2 From the Navigation pane, highlight the Skills folder.

  3 From the Tool Bar, click on the Add Object button to open the Add skills dialog box.

  4 Type in a name for your new skill. Any combination of letters, numbers, and spaces can be used.

  5 Click OK to create the new skill.

  6 From the

  List pane, double-click on your new skill to open its Properties window.

  

Skill Groups (cont’d)

Step Action

Create Skill Groups (cont’d)

  7 In the Description text box, type in the statement that accurately describes the purpose of the skill.

  8 If needed, type in a message to all agents with this skill set in the Message of the Day text box. If not necessary, leave blank.

  9 Click Save to save your work.

  

Skill Groups (cont’d)

Step Action

Deleting a Skill Group

  1 Move to the Administrator Main Window.

  2 From the

  Navigation pane, highlight the Skills folder

  3 From the Tool Bar, click on the

  Remove Object button to open the Remove Object dialog box.

  4 Click once on the skill to be deleted.

  5 Click OK to open the Select an Option dialog box.

  6 Click Yes to delete the skill.

  

Skill Groups (cont’d)

Step Action

View Properties of a Skill Group

  1 Move to the Administrator Main Window.

  2 From the

  Navigation pane, highlight the Skills folder so you can see all your domain’s skills in the List pane.

  3 From the List pane, double click on a skill to open its Properties window.

  Associate Users with Skill Groups

  Once Skills have been created, you are ready to associate users with skills. Multiple skills can be associated to one user (or agent).

  

User Accounts

  A user is a person who has a user account in your Virtual Contact

About User

  Center (VCC). There are three types of users: administrators,

Accounts

  supervisors, and agents. Each one is identified by a user name, full name, extension, skills, and roles. The user name is just any string of characters that identifies the user's account. The full name is the user's actual (real) name. The extension identifies the user’s number that will allow a call to be directly transferred to an agent. The list of skills identifies the type of experience the user possesses. And the role defines them as an administrator, supervisor, agent, or any combination of the three.

  Agents Agents are responsible for making, handling, and dispositioning calls.

  All the tools for an agent are located in the VCC Agent. They can use the tools for performing all their responsibilities, which also include updating customer information, managing their voice mail, and making callbacks. For more information, see the "Agent Help System." Calls are routed in the Five9 system using a method based upon

Skills Based

  assigned skill groups. Calls do not follow a priority list of skills from

Routing

  top to bottom, but rather adheres to a scheme of absolute priority or relative priority. Absolute priority – For example, an Outbound caller presses “1”. You may have three groups assigned to that choice. We’ll call them support level 1, 2, and 3. In absolute priority, the automatic call distributor gets a new call and adds it to the queue. The system first looks at support level 1 to determine if there are any available agents. If not, it looks for an agent in level2 and so on. All calls in absolute priority will follow this rule every time. Relative priority – Using the above example, relative priority works a little differently. When the automatic call distributor gets a call, it needs to find an agent to route the call to. Unlike absolute priority, the system does not follow the specific order (1, 2, and then 3). Because an agent is available in level 1 does not mean 100% of the time they are going to get the call. In this instance, an agent in level 2 or level 3 might get the call. This is because relative priority uses other variables when determining where a call should be routed.

  

User Accounts (cont’d)

  These variables include the amount of agents in the system, average

Skills Based

  call time per agent, length of time agents have been logged in (session

  Routing (cont’d) time), agent on/off break frequency.

  With this particular scheme, support level 1 will take more calls than support level 2, and level 2 will take more calls than level 3. The foregoing assumes that there is only one campaign running and the agents dedicated to this campaign. More variables are employed when running multiple campaigns. At the present time, the Five9 Virtual Contact Center uses relative priority for the skills based routing function.

  Create User This is the time when you will set up user accounts for all your users.

  You will add the users for your specific campaign in the Properties

  Accounts section when you set up your campaign.

  Step Action

  1 Move to the Administrator Main Window.

  2 From the

  Navigation pane, right click on the Users folder to open a popup menu.

  3 From the popup menu, select Add User to open the Add Users dialog box.

  

User Accounts (cont’d)

Create User

  Step Action

Accounts (cont’d)

  4 Type in an account name that identifies the account from others. Be aware that account names are listed in the List pane alphanumerically. For example, user names that start with 1,2,3, etc. will be listed before names that begin with a, b, c, d, etc., and both will be in the sequence for their type.

  6 Type in a four digit extension for the user. This is their telephone extension number. You can choose any four digit number.

  Note: This is different than the Station ID number. The

  Station ID number is the voice over IP identification and is located on the physical media gateway box, or given to the agent by the supervisor. The user needs this to sign in.

  7 Click

  OK to create your new user. The new user account will automatically appear in the List pane.

  Once the account is created, you will need to configure it.

  

User Accounts (cont’d)

  After a user account has been created, it's just an empty account that

Configure User

  must be configured before it's put into service. This involves assigning

Accounts

  the user's real name, password, permissions, skill group membership, and their roles in the Virtual Contact Center.

  Important Note: User accounts are configured with skills, so before

  configuring a user account, you should already have created the skills for your domain. For more information, see “Create Skill Groups” in the previous section. Before you begin, you have the choice of asking the user for a password of their choice, or using a default password (of your choice) just for configuring the account, and then allowing them to change the password later. After the account is configured, you'll have to communicate the user name and password to the new user. Also, if they don't know the Internet address (URL) for logging into the Virtual Contact Center, then you'll have to supply that too. The following procedure provides instructions for users that must be configured as an agent.

  Step Action

  1 From the

  Navigation pane, highlight the Users folder to view a list of all the user accounts in the domain.

  2 From the

  List pane, double-click on the user account you will be working with to open the User Properties window.

  

User Accounts (cont’d)

Step Action

Configure User

  Accounts (cont’d) 3

  In the Full Name text box, type in the first and last name for the user. Depending on how you want the users listed in the main window, you may want to put the last name first.

  

User Accounts (cont’d)

Step Action

Configure User

  Determine a password for the account, and then record it so

  Accounts (cont’d) 5

  you can give it to the user. Passwords must be a least six characters long and are case sensitive. Below are some recommendations in creating passwords:

• Change your partition password. When you signed up for service with Five9 you were issued a standard username and password. Don’t delete the user; just change this user’s password.
• Change your individual passwords as an agent, supervisor or administrator at least every 60 days.
• If someone leaves your organization, make sure that you change their passwords to the agent, supervisor or administrator as soon as possible. You do not need to delete their username. In fact, you might want to keep it for a while for reporting purposes. Changing their password is a must. If you do not change their passwords then they can easily access the Five9 application remotely via the internet.

  Each license includes two named users (or logins) per agent license.

  Named Users

  This can help with reporting. If you want more named users/agent seats, contact your sales representative.

User Accounts (cont’d)

  Step Action

Configure User Accounts (cont’d)

  6 Click on the

  Change Password button to open the Change Password dialog box.

  7 In the

  Enter Password text box, type in the account’s password, then retype it in the Confirm Password text box.

  8 Click OK to return to the Properties window.

  9 Click the Roles tab to bring it to the front.

  10 Click the Add button to open the Select Role(s) dialog box.

  

User Accounts (cont’d)

Step Action

Configure User Accounts (cont’d)

  11 From the list, select one or more roles that this user will play.

  12 Click

OK to return to the Roles tab, and confirm that the proper roles are assigned

  Note: if the user has roles assigned, they can use their same login information on all three user interfaces. The system default is set for the ability to create five supervisors and as many admins as you need. If you need more supervisors contact your sales/support representatives.

  

User Accounts (cont’d)

Step Action

Configure User Accounts (cont’d)

  13 A

  user skill is an ability that a user possesses. For example,

  sales, technical support, and engineering are skills. Skill Groups are used for managing groups of users that possess specific skills. Before you proceed with a campaign, you must determine what type of skills your campaign needs, create Skill Groups, and then assign the users to the groups. When the campaign starts, it searches for all the agents that belong to a specific skill group and then uses them for the campaign. For a detailed explanation of Skill Groups, see previous section titled "About Skills." Click the Skills tab and bring it to the front.

  14 Click the Add button to open the Select Skills dialog box.

  

User Accounts (cont’d)

Step Action

Configure User Accounts (cont’d)

  15 From the list, select (assign) one or more skills to the user.

  Click on an item once to select. To select more than one, hold down the <Ctrl> key while clicking on an item.

  16 Click

  OK to return to the Skills tab, and then verify your selection of skills.

  

User Accounts (cont’d)

Step Action

  Configure User Accounts (cont’d)

  18 Click next to each statement you would like to apply to that agent.

  

User Accounts (cont’d)

Step Action

  Configure User Accounts (cont’d)

  19 If the User is a Supervisor, click next to the items that will apply to this user.

  

User Accounts (cont’d)

Step Action

Configure User Accounts 20 Click once to select the Callbacks tab. (cont’d)

  This is used to transfer callbacks to another agent for a period of time. An example when this would be used is if an agent is out sick, and someone needs to return calls while they are out.

  

User Accounts (cont’d)

Step Action

Configure User Accounts

  (cont’d)

  Voice mail recordings for an agent are stored here. These can be moved to another agent if necessary as in the example above.

  22 Click Save to save your work and return to the main window.

  

Set up ANI

  There are two choices in setting up the ANI. If you would like a

Set up your VCC

  phone number to show on the caller ID of the people who receive

  ANI your calls, you can enter a number of your choice.

  If you would like “Private” to show, you can set that as well.

  Step Action

To set a Number

  1 From the

  Main menu, click on the Actions drop down menu and choose Set Default ANI.

  2 In the

  Input dialog box, type the ten digit phone number you would like to show.

  Follow the same steps as above, but leave the field blank. If there is

  To set “Private”

  already a number in the field, remove it. Click OK when finished.

  

The Customer Relationship Management (CRM) Database

  Your Virtual Contact Center has a Customer Relationship Management

About the CRM

  (CRM) database. It's used for collecting and storing information about

Database

  calls made and received. It can be filled or updated with customer information when you create a Call List, or when an agent is handling a call. Once data has been added to the CRM database, you cannot delete it, but you can edit.

  The CRM database has eight standard data fields (A simple database is a

  table made of rows and columns. The rows identify each customer record, and each column identifies a [data] field in a row.) These fields cannot

  be deleted, but you can add custom fields to the database. Custom fields are added with the CRM Table. The CRM database has a relationship with call lists, profiles, and campaigns. Whenever you create a call list, you'll configure it with standard or custom data fields, but you may also manually update the CRM database at that time. A Profile can be used to read specific CRM data fields to determine which numbers to dial and when.

  The permanent CRM fields by default in the VCC are:

CRM Fields

  Number First_Name Last_Name Company Street City State Zip By default, you have the ability to create an additional ten fields.

  Step Action

How to Create Additional

  1 Click on the Actions drop down menu.

Fields

  2 Select Configure.

  3 Click on Add.

  4 Enter the new field’s name.

  

Lists

  A list is a list of telephone numbers. Use it for telling an outbound

About Lists campaign which numbers must be dialed

  NOTE: If conducting outbound cold call telemarketing, Five9 requires that the list you are importing be scrubbed against the proper state or national Do Not Call lists before being entered it into your Virtual Call Center. A supplier, such a service is possibleNOW Inc., can provide you that service. You can visit them at www.dncsolution.com .

  Your Virtual Contact Center does not come with number, nor does it come with call lists. You must obtain your numbers from a qualified supplier, and then import them into call lists that you create. If you need to call specific numbers in a list, for example, ones that are in a specific city or zip code, you can use a Profile to automatically perform that behavior. This procedure involves creating an empty call list and then importing a

Creating a Call

  file containing telephone numbers into the list. Each telephone number

List

  must be ten digits long and not contain any spaces. The file may contain additional information about the number such as a first name, last name, company, street, city, state, and zip code. If additional data fields beyond these are needed, then you must use the CRM (Customer Resource Management) Table to add them. For more information, see “Configuring a CRM Table" in the Admin. Quick Start Guide.

  After saving your call list, you will no longer be able to edit the list.

Warning

  However, you can export the list to a file. If you need to change the list for some reason, you can export the list, create a new call list, import the file into it, and then edit the list as needed before you save it. The file containing your telephone numbers must be in an acceptable

Formatting a

  format, otherwise it cannot be imported. The file should be a simple

Call List

  text file where the numbers and any additional data are separated by delimiters. The delimiter can be a colon, semicolon, or comma, but not a combination of them. The file name should have the CSV file name extension. However, TXT can be used if the data in the file uses the accepted delimiters.

Lists (cont’d)

  When importing your file of telephone numbers, the first line in the file

Another will not be imported because it will be read as a header line for the file. Warning

  The header identifies the name of each column in the file. During the import procedure you'll associate those column names in the header with the data fields in your new call list. If your file does not have a header line, then you can open the field with any text editor and then add it, but if you don't, you can add the telephone number that was deleted after the file is imported.

  Create a Call List This is where you will create or import your call lists for any campaign

  you will run using your Virtual Call Center. You will add Lists to your campaign in the Properties section to follow.

  Step Action

  1 From the Navigation pane, highlight the Lists folder.

  2 From the to

  Tool Bar, click the Add Object button open the Add Lists dialog box.

  3 In the dialog box, type a name for your call list.

  4 Click OK to open the Properties window for your call list.

  5 Click Import to open the DNC Warning message box.

  6 Click

  I Agree to open the Select File and Delimiter dialog box.

  

Lists (cont’d)

Step Action

Create a Call List

  7 Click on the button to open the Select dialog box.

  8 Use the controls to navigate where the telephone number file is located, and select it.

  9 Depending on the delimiters used in the file, select the

  Colon Delimiter, Semicolon Delimiter, or Comma Delimiter check box. Click OK to open the Select Corresponding Columns dialog box.

  10 Use the drop down lists to associate your file’s data fields with the data fields on the call list.

  11 Click OK to import the list.

  If Then You need to edit the list Continue to step 13.

  You do not need to edit the list Go to step 14.

  

Lists (cont’d)

Step Action

Create a Call List

  13

• To add a number, click Insert to open the Insert

  Number dialog box, type in a ten digit phone

  number, and then click

  OK to return to the

Properties window.

• To add additional information to a number, such as a first name and last name, select the field you want to edit, type in the data, and press Enter.
• To delete a number, select the number you want to delete, click

  Delete to open the Confirm Dialog box,

  and then click Yes to return to the Properties window.

• To shuffle the sequence of the list, click Shuffle.
• To import additional numbers, click Import, click OK, click the button select the file that must be imported, click

  Select, choose a delimiter type, click OK, associate the file’s data fields with those in your

  list, then click OK to import the numbers.

  14 Save to open the From the call list Properties window, click Confirm Dial box.

  15 Warning: This step will give you the opportunity to update your CRM database with the list you just created.

  However, after the CRM database has been updated with the new list, you cannot delete the information from the CRM database. If you want your CRM database to be updated with the information you just imported, click

  Yes, otherwise, click NO to return to the Administrator main window.

  

Lists (cont’d)

  You can export telephone numbers, and any extra data fields

Exporting

  (columns), from a call list to a file at any time. The procedure will

Numbers from a

  give you the opportunity to manually arrange the data fields into any

  Call List order you need, or to use a template to arrange the order.

  Step Action

  1 From the

  Administrator Main window, click once on the Lists folder to view all Lists in the List pane.

  2 From the

List pane, double click on the call list to open its Properties window

  3 If Then You want to select the

  Press the Ctrl and A keys entire list together.

  You want to select rows Press the

  Shift key and

  that are adjacent to each select the rows you want to other export. You want to select rows Press the

  Ctrl key, and

  that are not adjacent to select the rows you want to each other export.

  4 Click to open the Open dialog box.

  5 Navigate to the location your file will be saved.

  6 In the File Name text box, name your file.

  7 Click Open to open the Export Data dialog box.

  8 Complete one of the steps below. When complete, click OK to return to the Administrator main window.

Lists (cont’d)

  If you want to… Then…

Exporting Numbers from a Call List

• Click on Export top open the message dialog box.

  Export every field as is

• From the Export column select check boxes for fields that must be exported.
• Select rows and use the Up and

  Select specific fields and organize their arrangement

  Down buttons to put the rows in the desired order.

• From the Export column, select check boxes for fields that must be exported.
• Select rows and use the Up and

  Create a template of selected fields and their arrangement while exporting

Down buttons to put the rows in the desired order

• Click Save Template to open the Save dialog box.
• Navigate to the location you would like to save the template.
• In the File Name text box, name your template and use the .ret file name extension.
• Click Save to open the Message dialog box.
• Click OK to return to the Export Data dialog box.
• Click Export to open the Message dialog box.
>Click Load Template to open the Open dialog box.
• Navigate to the location your template is stored.
• Select the template file.
• Click Open to open the Message dialog box.
• Click OK to return to the Export Data dialog box.
• Click Export to open the Message dialog box.

  Use an existing template to export the reminders

  

Lists (cont’d)

  1. Lists are stored in the VCC until they are removed by an

Six Quick Facts administrator. about Lists

  2. There is no limit on how large a list should be. We do recommend that individual lists contain no more than 50,000 records. This allows for easier management and reporting along with shorter upload time.

  3. Lists are not scrubbed against your domain’s DNC list in the upload process. The list is checked when being dialed by campaigns.

  4. If your list had more numbers than the ones that were imported, it may be because the VCC will not import the following:

• Duplicate entries in the list
• Numbers with less than 10 numbers
• Numbers that begin with a “1”

  5. If your list shows “0” records after the import, it is because every field in the first record must be populated in order for the list to be imported. The headers are not considered a record.

  6. If your list is in Excel format, follow these steps to convert it to CSV.

  1. Open the list with MS Excel.

  Select

  Save As 4.

  Select file type as Comma Separated Value (CSV)

  

Dispositions

About Dispositions A disposition is used for handling a call during and/or after it has

  ended. Its main purpose is to make a record of a call's results. For example, a disposition can be used to record a sale, a survey, or whether a customer had their question answered. A disposition has a name, description, and is configured to perform an intended purpose. You may create as many dispositions as needed. They can be shared among any number of campaigns that need them. A campaign may also be configured with multiple dispositions. Use a disposition for processing the details about a call in some way. For example, make a record of the call, force the agent to complete a worksheet, force the number that was called to be recycled, add the called number to the Do Not Call List, send the details about a call to one or more e-mail addresses, or use an instant message to send details about a call to one or more users. From the Dispositions item on the Navigation pane, you will add all Dispositions for your Virtual Call Center. In the Campaign properties, you will choose which of these dispositions you want to use in your campaign. The following are some suggested dispositions that all campaigns

Suggested

  should have:

Dispositions

• Add to DNC List (this is a requirement)
• Left Voice Mail Message • Scheduled Callback • Sale • Qualified Deal • Qualified Customer

  

Dispositions (cont’d)

Step Action

Create Dispositions

  1 From the

  Navigation pane, highlight the Dispositions folder.

  2 From the Tool bar, click on the

  Add Object button to open the Add Dispositions dialog box.

  3 In the text box, type a name for the disposition to be created. Click

  OK to create the disposition.

  

Dispositions (cont’d)

Step Action

Create Dispositions

  4 From the

  Navigation pane or the List pane, double click on (cont’d) your new disposition to open its Properties window.

  5 In the

  Description text box, type in a statement (or

  purpose) that identifies the disposition

  6 If you plan to use the disposition to automatically send email messages to one or more email addresses, type the address that emails that use this disposition will be sent from in the Reply to Address text box.

  

Dispositions (cont’d)

Step Action

Create Dispositions

  (cont’d)

  8 Check the appropriate text box as follows:

• Agent Must Confirm: Check this box if the agent must confirm that they want to use this disposition. This will create a pop up box that asks the agent if they want to use this disposition.
• Agent Must Complete Worksheet: Use this box if you would like your agents to complete a worksheet on each call.
• Calls Will Be Recycled: If this box is checked, the telephone number associated with the call will be redialed at a random time in the future.
• Add to Do Not Call List: The number will be added to the Virtual Contact Center’s do not call list.
• Send email Notification: If details about the call will be emailed to one or more email addresses.
• Send IM Notification: If the details about the call must be immediately received by one or more users in the Virtual Contact Center.

  

Dispositions (cont’d)

Step Action

Create Dispositions

  9 If the disposition must send call details to one or more

  (cont’d)

  email addresses, click on the E-Mail Notification tab. Use the Add button to add email addresses to the disposition.

  10 If the disposition must send call details to one or more users in the Virtual Contact Center, click on the IM

  Add button to add users to the Notification tab. Use the

  disposition

  11 Click

  Save to save your work and return to the main window.

  

Setting up and Configuring Campaigns

Step Action

Create Campaign

  1 Move to the Five9 Administrator main window.

  2 From the Navigation pane, highlight the Campaigns folder.

  3 From the tool bar, click on the Add Object button to open the Add Campaigns dialog box.

  4

   text box, type in a name for your new

  In the Add Campaigns campaign.

  5 Click OK to open the Select Campaign Type dialog box.

  

Setting up and Configuring Campaigns (cont’d)

Step Action

Create Campaign (cont’d)

Viewing a List of Campaigns

  1 Move to the Five9 Administrator Main Window.

  Virtual Contact Center. The List pane shows a description of the campaign, whether it’s inbound or outbound, and whether it is running or stopped.

  3 Use the

  2 From the Navigation pane, highlight the Campaigns folder.

  Step Action

  6 Select the Outbound radio button.

  see all the campaigns in the List Pane

  Navigation Pane, highlight the Campaigns folder to

  2 From the

  1 Move to the Five9 Administrator Main Window.

  Step Action

  7 Click Create Campaign to return to the main window.

Viewing the Status for a Campaign

List pane to see the status of each campaign in your

  

Profiles

  A profile is a tool for controlling the behavior of an outbound or

About Profiles

  inbound campaign. For example, it can be used to automatically search a call list and then select and dial numbers in a specific city or zip code. You can create as many profiles as needed, but you can only associate one profile per campaign. A profile can be used simultaneously by more than one campaign.

  What can a Profile • Assign a unique Automatic Number Identification (ANI) to a

  specific outbound campaign. This number will automatically

  do?

  appear in the caller ID device of the telephone number being called. The default ANI for your Virtual Contact Center will not be affected.

• Assign a call priority to an inbound campaign. If more than one inbound campaign is running, where one campaign is using a profile having a higher call priority level, then the call belonging to the campaign with the higher priority will be answered first.
• Over-ride the max queue time for an inbound campaign. A time can be set that is less or greater than a campaign's Max Queue Time for a waiting call. When the time expires, the call will be transferred to the campaign's default agent (user account).
• Set the number of times a call can be re-queued for an inbound campaign. You can control the number of times a waiting call is put into a waiting queue after the queue time has expired.
• Stop an outbound campaign when a specific amount of toll (long distance) charges have been reached.
• Begin dialing numbers based on their local time. Local time is determined by the location of the telephone number's zip code or area code, which ever is available. So when the campaign is running, the code will be analyzed to determine if its local time is after the start time, and if it is, then it will be dialed.

  For more information on Profiles, see the Admin User’s Guide.

  

Profiles (cont’d)

What can a Profile • Stop dialing numbers based on their local time. Operates the same way as the "begin dialing" time. do? (cont’d)