teamsingle.weebly.comteamsingle.weebly.com/uploads/5/8/3/0/58303089/five9... · xls file · web...

Implementation Workbook for

<CUSTOMER NAME>Five9 Implementation Engineer

John Obrero

Five9 Account Manager

IndexLink DescriptionGeneral Information

Team contact informationInfrastructural details for the SolutionInformation collected during the Discovery SessionsSolution RequirementsFive9 or client deliverablesPlan for the ImplementationWork Breakdown Structure and Gantt ChartFunctionality Test CasesReadiness Assessment Checklist for Solution "Go Live"List of other documents required

General Domain SettingsFive9 CRM database fieldsFTP login informationAgent data and permissionsUser Profiles and permissionsUser GroupsSpeed dials for 3rd party transfersVoice Talent recording scriptDisposition codesReason Codes for Logout and Not ReadyStation IDsRequirements for Connectors, Web-to-Campaign and Workflow RulesReporting data requirementsGlobal VCC Settings

Inbound Campaign SettingsFlow chart representations of the desired Call FlowsDNIS mapping information

Project Team RosterInfrastructureDiscoverySolution RequirementsAction ItemsImplementation PlanDaily WBSAcceptance Test CasesReadiness ChecklistOther Documents Required

CRM FieldsFTP Login InfoUser Names & PermissionsUser ProfilesAgent GroupsTransfersVoice PromptsDispositionsReason CodesStation IDsConnectorsReportingVCC Configuration

Call FlowsDNIS

Outbound Campaign SettingsOutbound Campaign SettingsInbound Campaign SettingsCampaign Profile Settings

Outbound PropertiesInbound PropertiesCampaign Profiles

Implementation Workbook OverviewOverview

Change Management

Workbook HistoryRevision # Date Changes Updater

1 Initial workbook

The Implementation Workbook is intended as a repository of all project related data and should be considered a living document, that is to say it will be constantly updated to reflect the current environment, that will reflect the customers environment throughout the lifetime of their relationship with Five9.

Over the life of this document you will notice that sheet rows in this document are highlighted and specific text called out in red. This is an indication that the entry in that section has been updated since the previous draft. We also update the name of the document based on the date and time of the latest draft. This helps both parties manage design change control without confusion.

B11

To insert current date press the control key and semi colon together ctrl + ;

Project Team RosterCompany Name Title Role

Five9 TeamFive9 John Obrero Implementation ManagerFive9 Account ExecutiveFive9 Denice Navarra Implementation Supervisor

Customer Team

Primary Technical Contact Admin, Supervisor, Agent, Reporting

D3

Utilize Role to determine which distribution list(s) the Team Member should be a member of.

Project Team RosterArea of Responsibility Phone Email

Five9 TeamImplementation 925-206-3547

SalesPS Escalations 925-808-7109

Customer Team

[email protected]

[email protected]

mailto:[email protected]

mailto:[email protected]

Infrastructure Details

Infrastructure

Account NumberFive9 Domain NameFive9 ServiceVCC AgentsVCC SupervisorFive9 ServerVCC Inbound LinesVCC Outbound LinesVCC Recording Ports

VCC Max Contact FieldsVCC Max Running CampaignsVCC Max Call VariablesPackage Hours IncludedNAT StatusFailover/GR

VCC Max Skills

Infrastructure Details

Discovery Overview

Scope

Success Criteria

Assumptions

Risks

Key Performance Indicators/Performance Measurement

Solution RequirementsRequirement Requirement Description Comments

123456789

1011121314151617181920

Acceptance Test CasesTest Description Requirement # Inputs

123456

Test Case

B3

Describe reason for test or functionality being tested.

C3

Create traceability to requirements by entering the corresponding Requirement number

D3

What actions or data needs to be provided.

Acceptance Test CasesPass / FailExpected Output / Resulting

Action

E3

Describe what should be the result of the input actions.

F3

Select from Pass or Fail from the drop-down list box.

Customer:

ID1 Network

2 Agent Workstations

3 Definition

4 Definition

5 Implementation

6 Implementation

7 Training

8 Training

9 Training

10 Training

11 Testing

12 Testing

13 Testing

14 Testing

15 Production

16 Checkpoint

17 Checkpoint

18 Checkpoint

19 Transition

202122

High Level Description / Category

<CUSTOMER NAME>

Detailed Description R / Y / G PriorityNAT and Voice Quality Testing Completed Green 1

Green 1

Assumptions and Requirements Validation Completed Green 1

Assumptions and Requirements Accepted by Customer Green 1

All Five9 Implementation Activities Completed (VCC Configurations) Green 1

All Client Numbers Forwarded to Five9 DNIS/RESPORG Complete Green 1

Five9 Training - Administration Training Completed Green 1

Five9 Training - Supervisor Training Completed Green 1

Five9 Training - Agent Training Completed Green 1

Five9 Training - Reporting Training Completed Green 1

Test Case Validation Completed Green 1

Test Cases Accepted by Customer Green 1

Five9 Solution Readiness Testing Completed Green 1

Customer Acceptance Testing Completed Green 1

Dedicated Go Live Support Green 1

Optimization Checkpoint Green 2

Optimization Checkpoint 2 Green 2

Optimization Checkpoint 3 Green 2

Transition to Support Green 2

Five9 Agent Console Installed, Headsets in place and Workstation Testing Complete

Status OwnerOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpenOpen

Target Completion

Date

Actual Completion

Date

Comments / Resolution

Customer: <CUSTOMER NAME>Week Starting: 2/16/15 Day 1 Day 2 Day 3

Phase Task Owner 2/16/15 2/17/15 2/18/15

Definition Discovery Five9

Implementation Requirements Finalization Five9

Implementation Configuration Five9

Training Training Five9

Training Admin Training Five9

Training Agent Training Five9

Training Supervisor Training Five9

Training Reports Training Five9

Testing Testing Preparation Five9

Testing Pre UAT Testing Five9

Testing User Acceptance Testing Five9 , Customer

RollOut Go Live Five9

Optimize Optimization Checkpoint 1 Five9



Transition to Support Five9

<CUSTOMER NAME>Day 4 Day 5 Day 6 Day 7 Day 8 Day 9 Day 10 Wk 3 Wk 4 Wk 5 Wk 6

2/19/15 2/20/15 2/21/15 2/22/15 2/23/15 2/24/15 2/25/15 2/28/15 3/7/15 3/14/15 3/21/15

x

Wk 7 Wk 8

3/28/15 4/4/15

Five9 Recommended SettingsCustomer: Business to Customer

Configuration Settings Recommended Settings

Campaign

Dialing Mode Power

List Dialing Mode List Penetration

Minimum Duration Before Dialing 8 hours

Dropped Calls Percentage

Call Analysis Near Fast

Max Queue Time (mm:ss) 0:01

Action on Max Queue Time Expiration Abandon IVR (DNC Opt Out IVR)

Disposition Disposition Type

Dialing Timeout 20-25 Seconds

Caller ID Caller ID for Outbound Calls

Reports Scheduled Report

Dialing Schedule 8AM to 9PM

3% OB only / <3% for customers with Inbound

No Redial (except for system redials - busy)

Campaign Profile

Non-toll free number/Local Number/Localized Dialing

Scheduled standard reports on start of production date (CallLog/List

Summary report for OB)

Campaign Profile

Reference Materials for FCC Regulations:https://transition.fcc.gov/cgb/policy/Telemarketing-Rules.pdf

C5

Notes: Progressive is recommended for small call centers where the Five9 admin cannot dedicate time constantly monitoring the connect rate and dropped calls. Suggest power mode if the Five9 customer wants to dial at the slowest speed of 1:1 but still use call analysis. Or if they want to manage the pace of dialing and the abandon rate by monitoring abandon and connect rate, changing the calls to agent ratio depending on the statistics. Use Predictive for more than 10 seats.

C6

Notes: Change to vertical dialing based on Industry (example: collections) where list typically has more than 1 number and it's a typical business need to attempt all the possible contacts before trying another contact on the list. Be mindfull in using Vertical dialing, the minimum duration will effectively be the wait time before the dialer activates the records for redialing if record was flagged as redial (no timer). Also, the system treats each number of the contact record unique. If number 1, number 2, and number 3 are the same, the records will treat them as unique.

C7

Notes: One of the main dialing objectives of OB contact centers is to contact as many unique records as many as possible. Too much attempts to a single contact will result to bad caller experience and will contribute to high no answer rate as customers will likely not answer your repetead attempts throughout the day. Change minimum duration being mindfull that it is the minimum time the system waits before reactivating record back to the dialing pool. Changing minimum duration will also prevent system from calling the record multiple times if there are very few records remaining on the dialing list for redial.

C8

Notes: For Dialing compliance and maintaining drop calls threshold limit to prevent overdialing and burning through the list. For Blended out campaigns, set dropped call to less than 3% to account for OB calls that are abandoned due to the system's priority for IB calls.

C9

Notes: More accurate VM analysis means longer time to analyze the call, this equates to more hello's from the called party before call is connected to agent and may result to customer disconnecting the call in the assumption that "nobody is there". Train agent to start speaking on call pop up. The system uses the first words by the caller to detect the pick up is made by a live person.

C10

Max Queue Time (Outbound): Maximum time that the dialed party is held by the dialer if no agents are available to process the call. After the maximum queue time expires, the action selected as the Action on Max Queue Time Expiration under the Dialing Options tab is taken. The default value is one second. Counting from the end of the called party’s greeting, the maximum value allowed by the FCC for dialed calls is two seconds before the call is considered dropped. The remaining second is used by call analysis, if enabled, and for routing the call across the network. Important Do not increase the default value, except in specific cases, such as when using a dialer to connect calls to remote employees.

C12

Notes: Redial Timers interferes with the Natural cycle of the dialer (top to bottom) and may delay/prevent records from the bottom of the list from being dialed and penetrated through.

C13

Notes: This gives time for contact to answer the phone due to longer ringging time.

C14

Notes: To improve connect rate, discourage the use of toll free numbers and use local number or "localized" dialing to improve connect rate

C15

Notes: Before going live, report training are conducted but oftentimes not a high priority for small and medium contact centers (main objective is to connect with as many possible contacts). Scheduling a CallLog report that focuses on the disposition and call summary will help the customer be more educated and informed on the dialing summary.

Five9 Recommended SettingsCustomer: Business to Customer

Retained (Y/N) NOTES

FCC Compliant


Predictive

Power

Progressive

Preview

List Penetration

Vertical Dialing

Extended Strategy

Yes

No

FCC Compliant

Non-Compliant

See Notes

Five9 Recommended SettingsCustomer: Business to Business

Configuration Settings

Campaign

Dialing Mode

List Dialing Mode

Minimum Duration Before Dialing

Dropped Calls Percentage

Call Analysis

Max Queue Time (mm:ss)

Action on Max Queue Time Expiration

Disposition Disposition Type

Dialing Timeout

Caller ID Caller ID for Outbound Calls

Reports Scheduled Report

Dialing Schedule

Campaign Profile

Campaign Profile

Five9 Recommended SettingsCustomer: Business to Business

Recommended Settings Retained (Y/N)

Progressive Dialing

List Penetration

8 hours

Near Fast

0:01

Abandon IVR (DNC Opt Out IVR)

20-25 Seconds

8AM to 9PM

3% OB only / <3% for customers with Inbound

No Redial (except for system redials - busy)

Non-toll free number/Local Number/Localized Dialing

Scheduled standard reports on start of production date (CallLog/List

Summary report for OB)


C5

Notes: Progressive is recommended for small call centers where the Five9 admin cannot dedicate time constantly monitoring the connect rate and dropped calls. Suggest power mode if the Five9 customer wants to dial at the slowest speed of 1:1 but still use call analysis. Or if they want to manage the pace of dialing and the abandon rate by monitoring abandon and connect rate, changing the calls to agent ratio depending on the statistics. Use Predictive for more than 10 seats.

C6

Notes: Change to vertical dialing based on Industry (example: collections) where list typically has more than 1 number and it's a typical business need to attempt all the possible contacts before trying another contact on the list. Be mindfull in using Vertical dialing, the minimum duration will effectively be the wait time before the dialer activates the records for redialing if record was flagged as redial (no timer). Also, the system treats each number of the contact record unique. If number 1, number 2, and number 3 are the same, the records will treat them as unique.

C7

Notes: One of the main dialing objectives of OB contact centers is to contact as many unique records as many as possible. Too much attempts to a single contact will result to bad caller experience and will contribute to high no answer rate as customers will likely not answer your repetead attempts throughout the day. Change minimum duration being mindfull that it is the minimum time the system waits before reactivating record back to the dialing pool. Changing minimum duration will also prevent system from calling the record multiple times if there are very few records remaining on the dialing list for redial.

C8

Notes: For Dialing compliance and maintaining drop calls threshold limit to prevent overdialing and burning through the list. For Blended out campaigns, set dropped call to less than 3% to account for OB calls that are abandoned due to the system's priority for IB calls.

C9

Notes: More accurate VM analysis means longer time to analyze the call, this equates to more hello's from the called party before call is connected to agent and may result to customer disconnecting the call in the assumption that "nobody is there". Train agent to start speaking on call pop up. The system uses the first words by the caller to detect the pick up is made by a live person.

C10

Max Queue Time (Outbound): Maximum time that the dialed party is held by the dialer if no agents are available to process the call. After the maximum queue time expires, the action selected as the Action on Max Queue Time Expiration under the Dialing Options tab is taken. The default value is one second. Counting from the end of the called party’s greeting, the maximum value allowed by the FCC for dialed calls is two seconds before the call is considered dropped. The remaining second is used by call analysis, if enabled, and for routing the call across the network. Important Do not increase the default value, except in specific cases, such as when using a dialer to connect calls to remote employees.

C12

Notes: Redial Timers interferes with the Natural cycle of the dialer (top to bottom) and may delay/prevent records from the bottom of the list from being dialed and penetrated through.

C13

Notes: This gives time for contact to answer the phone due to longer ringging time.

C14

Notes: To improve connect rate, discourage the use of toll free numbers and use local number or "localized" dialing to improve connect rate

C15

Notes: Before going live, report training are conducted but oftentimes not a high priority for small and medium contact centers (main objective is to connect with as many possible contacts). Scheduling a CallLog report that focuses on the disposition and call summary will help the customer be more educated and informed on the dialing summary.

Five9 Recommended Settings

NOTES

https://transition.fcc.gov/cgb/policy/Telemarketing-Rules.pdf

Predictive

Power

Progressive

Preview

List Penetration

Vertical Dialing

Extended Strategy

Yes

No

FCC Compliant

Non-Compliant

See Notes

Implementation Plan

Phase Task Actions

1.0 Definition

1.1

1.2

1.3 Design Validation

2.0 Implementation

2.1 Solution Implementation

2.2 Test Plan Generation

2.3 Test Plan Acceptance

2.4 Solution Testing

NOTE: The durations in Implementation Plan are estimates and are intended as guidelines.

Kick-off Session and Definition Session

During this activity the joint Team will meet in order to introduce the respective teams and to establish the Client's goals and success criteria for the solution. Following Kick-off the Five9 Implementation Team will elicit and capture the Technical and Business requirements which the Five9 solution must deliver.

Generate Design and Implementation Plan

During this activity the Five9 Implementation Team will create a Specification for the design, call flows and will tailor the Implementation Plan that will guide the Implementation.

During this activity the Five9 Implementation Team is working with the Client to validate it's understanding of the Client's goals and to verify with the Client that the Design that was created will deliver a solution that matches the Client's expectations.

During this activity the Five9 Implementation Team will complete the configuration of the solution and implement the solution based on the Design Specification.During this activity the Five9 Implementation Team will generate the Test Plan document that will be used for Solution Testing and Client Acceptance Testing.During this activity the Five9 Implementation Team will review the Test Plan for the solution with the Client and seek Client acceptance and sign-off on the Test Plan.During this activity the Five9 Implementation Team utilizes the Test Plan to validate desired functionality is delivered in accordance with the Client's requirements.

Test

3.0 Training

3.1 Administrator Training

3.2

3.3

4.0 Acceptance Testing

4.1 Acceptance Testing

5.0 Rollout

5.1 Readiness Assessment

5.2 Supported “Go Live”

6.0 Optimization

During this activity the Client's Administrator will be provided with the necessary hands-on training which will enable them to perform the day-to-day tasks necessary to administer their solution and the knowledge necessary to enable them to utilize the solutions standard reports to assess the performance of the solution.

Supervisor Train-the-Trainer Session(s)

During this activity the Client's Trainer will be provided with a general training session intended to familiarize them with the Supervisor application interface and its operation. The focus of this training session is to enable the delivery of training by the Client to their Supervisory staff according to the Train-the-Trainer model.

Agent Train-the-Trainer Session(s)

During this activity the Client's Trainer will be provided with a general training session intended to familiarize them with the Agent application interface and its operation. The focus of this training session is to enable the delivery of training by the Client to their Contact Center Agents according to the Train-the-Trainer model.

During this activity the Five9 Implementation Team will support the client as they complete their Acceptance Testing for the solution. Upon successful completion of this activity and sign-off from the Client the solution is considered accepted and ready for Rollout.

During this activity the Five9 Implementation Team will perform a multipoint check to assure that the Client is ready to take their solution into production. The Five9 Implementation Team will focus on ushering the Client through "Go Live" plan so that all necessary activities are coordinated.

During this activity the Five9 Implementation Team will monitor the operation and performance of the Client's solution, provide assistance and support as needed during the initial rollout and first week of operation.

6.1 Post Rollout Optimization

6.2 Transition to Support

During the first 60 days of operation, the Five9 Implementation Team will make adjustments to the Client's solution to improve the performance and/or alter the customer experience delivered.

During this activity the Five9 Implementation Team will formally hand-off the Implementation to Five9 Support and provide all necessary training and knowledge transfer on the Client's solution.

Implementation Plan

1.0 Definition

1

1.5

0.5

3 Hours 2.0 Implementation

4

0.5

0.5

1

Estimated Duration

6 Hours 3.0 Training

1

0.5

0.5

2 Hours 4.0 Acceptance Testing

1

1 Hour5.0 Rollout

0.5

0.5

1 Hour6.0 Optimization

1

1

2 Hours 15 Hours

Today's Date: 5/5/2023 Friday(vertical red line)

Project Lead: Implementation EngineerStart Date: 10/1/2009 (Thursday)

[42] [42]

Tasks % C

ompl

ete

Wor

king

Day

s

Days

Com

plet

eDa

ys R

emai

ning

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

###

WBS Start End Th F SaSu M TuW Th F SaSu M TuW Th F SaSu M TuW Th F SaSu M TuWTh F SaSu M TuW Th F SaSu M TuW0 Pre-Implementation Mon 6/29/09 Thu 7/02/09 4 100% 4 4 00.1 Provision Domain Provisioning Team Thu 7/02/09 Thu 7/02/09 1 100% 1 1 00.2 NAT NAT Team Thu 7/02/09 Thu 7/02/09 1 100% 1 1 00.3 Schedule Kick-Off Session Imp. Eng. Mon 6/29/09 Mon 6/29/09 1 100% 1 1 01 Definition Wed 7/01/09 Thu 7/02/09 2 100% 2 2 01.1 Kick-Off Session Imp. Eng. Mon 6/29/09 Mon 6/29/09 1 100% 1 1 01.2 Discovery Session Imp. Eng. Wed 7/01/09 Wed 7/01/09 1 100% 1 1 01.3 Imp. Eng. Wed 7/01/09 Thu 7/02/09 2 100% 2 2 01.4 Validation Session Imp. Eng. Thu 7/02/09 Thu 7/02/09 1 100% 1 1 0

1.5 Imp. Eng. Thu 7/02/09 Thu 7/02/09 1 100% 1 1 0

1.6 Imp. Eng. Thu 7/02/09 Thu 7/02/09 1 100% 1 1 0

1.7 Imp. Eng. Fri 7/03/09 Fri 7/03/09 1 100% 1 1 0

2 Implementation Thu 7/02/09 Wed 7/08/09 7 75% 5 5 22.1 Configure Five9 Solution Imp. Eng. Thu 7/02/09 Mon 7/06/09 5 100% 3 5 02.2 Generate Acceptance Test Cases Imp. Eng. Fri 7/03/09 Fri 7/03/09 1 50% 1 0 12.3 Validate Test Cases with Customer Imp. Eng. Mon 7/06/09 Mon 7/06/09 1 0% 1 0 12.4 Perform Solution Test Imp. Eng. Tue 7/07/09 Wed 7/08/09 2 100% 2 2 02.5 Generate Test Report Imp. Eng. Wed 7/08/09 Wed 7/08/09 1 0% 1 0 1

2.6 Imp. Eng. Wed 7/08/09 Wed 7/08/09 1 0% 1 0 1

3 Training Mon 7/06/09 Thu 7/09/09 4 63% 4 2 23.1 Administrator Training Session Imp. Eng. Thu 7/09/09 Thu 7/09/09 1 100% 1 1 0

TaskLead Du

ratio

n (D

ays)

Generate Implementation Workbook

Incorporate Feedback into Implementation WorkbookImplementation Workbook CompleteCustomer Acceptance of Implementation Workbook

Certify Solution - Solution Ready for Customer Acceptance Testing

F8

Duration (Calendar Days) Enter the number of calendar days for the given task. Refer to the Working Days column or use a calendar to determine the corresponding working days. The duration is from the beginning of the Start date to the ending of the End Date. When the duration is calculated, it is calculated as End Date minus the Start Date plus 1 day, so that a task starting and ending on the same day has a duration of 1 day.

G8

Percent Complete Update the status of this task by entering the percent complete (between 0% and 100%).

H8

Working Days Counts the number of working days using the NETWORKDAYS() formula, which excludes weekends. When planning work based upon the number of working days, adjust the Duration until the desired # of working days is reached, or use one of the template rows which lets you enter the number of working days.

I8

Calendar Days Complete This column is calculated by multiplying the Duration by the %Complete and rounding down to the nearest integer.

J8

Calendar Days Remaining This column is calculated by subtracting the Days Complete from the Duration.

A9

Work Breakdown Structure Level 1: 1, 2, 3, ... Level 2: 1.1, 1.2, 1.3, ... Level 3: 1.1.1, 1.1.2, 1.1.3, … The WBS is automatically entered, but the formulas are different for different levels.

D9

Start Date Enter the starting date for this task. To associate the start date with the end of another task, enter a formula in the start date that refers to the end date of that task.

E9

End Date The ending date is calculated by adding the Duration (calendar days) to the Start date minus 1 day, because the task duration is from the beginning of the Start day to the end of the End day.

Today's Date: 10/1/2009 Thursday(vertical red line)

Project Lead: Implementation EngineerStart Date: 10/1/2009 (Thursday)

[42] First Day of Week (Mon=2): 2##########################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################################

WBS Tasks Start End % C

ompl

ete

Wor

king

Days

Days

Com

plet

eDa

ys R

emai

ning

28 -

Sep

- 09

05 -

Oct -

09

12 -

Oct -

09

19 -

Oct -

09

26 -

Oct -

09

02 -

Nov

- 09

09 -

Nov

- 09

16 -

Nov

- 09

23 -

Nov

- 09

30 -

Nov

- 09

07 -

Dec

- 09

14 -

Dec

- 09

21 -

Dec

- 09

28 -

Dec

- 09

04 -

Jan

- 10

11 -

Jan

- 10

18 -

Jan

- 10

25 -

Jan

- 10

01 -

Feb

- 10

08 -

Feb

- 10

15 -

Feb

- 10

22 -

Feb

- 10

01 -

Mar

- 10

08 -

Mar

- 10

15 -

Mar

- 10

22 -

Mar

- 10

29 -

Mar

- 10

05 -

Apr -

10

12 -

Apr -

10

19 -

Apr -

10

26 -

Apr -

10

03 -

May

- 10

10 -

May

- 10

17 -

May

- 10

0 Pre-Implementation Mon 6/29/09 Thu 7/02/09 4 100% 4 4 00.1 Provision Domain Provisioning Team Thu 7/02/09 Thu 7/02/09 1 100% 1 1 00.2 NAT NAT Team Thu 7/02/09 Thu 7/02/09 1 100% 1 1 00.3 Schedule Kick-Off Session Imp. Eng. Mon 6/29/09 Mon 6/29/09 1 100% 1 1 01 Definition Wed 7/01/09 Thu 7/02/09 2 79% 2 1 11.1 Kick-Off Session Imp. Eng. Mon 6/29/09 Mon 6/29/09 1 100% 1 1 01.2 Discovery Session Imp. Eng. Wed 7/01/09 Wed 7/01/09 1 100% 1 1 01.3 Generate Implementation Workbook Imp. Eng. Wed 7/01/09 Thu 7/02/09 2 100% 2 2 01.4 Validation Session Imp. Eng. Thu 7/02/09 Thu 7/02/09 1 100% 1 1 0

1.5 Imp. Eng. Thu 7/02/09 Thu 7/02/09 1 50% 1 0 1

1.6 Implementation Workbook Complete Imp. Eng. Thu 7/02/09 Thu 7/02/09 1 0% 1 0 1

1.7 Imp. Eng. Fri 7/03/09 Fri 7/03/09 1 0% 1 0 1

2 Implementation Thu 7/02/09 Wed 7/08/09 7 0% 5 0 72.1 Configure Five9 Solution Imp. Eng. Thu 7/02/09 Wed 7/08/09 7 0% 5 0 72.2 Generate Acceptance Test Cases Imp. Eng. Thu 7/02/09 Wed 7/08/09 7 0% 5 0 72.3 Validate Test Cases with Customer Imp. Eng. Thu 7/02/09 Wed 7/08/09 7 0% 5 0 72.4 Perform Solution Test Imp. Eng. Thu 7/02/09 Wed 7/08/09 7 0% 5 0 72.5 Generate Test Report Imp. Eng. Thu 7/02/09 Wed 7/08/09 7 0% 5 0 7

2.6 Imp. Eng. Thu 7/02/09 Wed 7/08/09 7 0% 5 0 7

3 Training Mon 7/06/09 Tue 7/07/09 2 0% 2 0 23.1 Administrator Training Session Imp. Eng. Mon 7/06/09 Tue 7/07/09 2 0% 2 0 23.2 Supervisor Train-the-Trainer Session Imp. Eng. Mon 7/06/09 Tue 7/07/09 2 0% 2 0 23.3 Agent Train-the-Trainer Session Imp. Eng. Mon 7/06/09 Tue 7/07/09 2 0% 2 0 23.4 Reporting Training Session Imp. Eng. Mon 7/06/09 Tue 7/07/09 2 0% 2 0 24 Acceptance Testing Wed 7/08/09 Fri 7/10/09 3 0% 3 0 34.1 Review Test Cases and Process Imp. Eng. Wed 7/08/09 Wed 7/08/09 1 0% 1 0 1

4.2 Imp. Eng. Wed 7/08/09 Thu 7/09/09 2 0% 2 0 2

4.3 Generate Test Report Imp. Eng. Wed 7/08/09 Wed 7/08/09 1 0% 1 0 14.4 Customer Acceptance of the Solution Imp. Eng. Fri 7/10/09 Fri 7/10/09 1 0% 1 0 15 Rollout Mon 7/13/09 Fri 7/17/09 5 0% 5 0 55.1 Perform Rollout Readiness Assessment Imp. Eng. Fri 7/10/09 Fri 7/10/09 1 0% 1 0 15.2 Rollout Imp. Eng. Mon 7/13/09 Mon 7/13/09 1 0% 1 0 15.2.1 Level 3 Task Imp. Eng. Mon 7/13/09 Fri 7/17/09 5 0% 5 0 55.2.2 Level 3 Task Imp. Eng. Mon 7/13/09 Fri 7/17/09 5 0% 5 0 55.2.2.1 Level 4 task Imp. Eng. Mon 7/13/09 Fri 7/17/09 5 0% 5 0 55.3 Sub Task level 2 Imp. Eng. Mon 7/13/09 Fri 7/17/09 5 0% 5 0 55.4 Sub Task level 2 Imp. Eng. Mon 7/13/09 Fri 7/17/09 5 0% 5 0 56 Optimization Mon 7/13/09 Mon 7/13/09 1 0% 1 0 16.1 Sub Task level 2 Imp. Eng. Mon 7/13/09 Mon 7/13/09 1 0% 1 0 16.2 Sub Task level 2 Imp. Eng. Mon 7/13/09 Mon 7/13/09 1 0% 1 0 16.2.1 Level 3 Task Imp. Eng. Mon 7/13/09 Mon 7/13/09 1 0% 1 0 16.2.2 Level 3 Task Imp. Eng. Mon 7/13/09 Mon 7/13/09 1 0% 1 0 16.2.2.1 Level 4 task Imp. Eng. Mon 7/13/09 Mon 7/13/09 1 0% 1 0 16.3 Sub Task level 2 Imp. Eng. Mon 7/13/09 Mon 7/13/09 1 0% 1 0 16.4 Sub Task level 2 Imp. Eng. Mon 7/13/09 Mon 7/13/09 1 0% 1 0 1

TaskLead

Dura

tion

(Day

s)

Incorporate Feedback into Implementation Workbook

Customer Acceptance of Implementation Workbook

Certify Solution - Solution Ready for Customer Acceptance Testing

Assist Customer to Perform Acceptance Testing

A10

Work Breakdown Structure Level 1: 1, 2, 3, ... Level 2: 1.1, 1.2, 1.3, ... Level 3: 1.1.1, 1.1.2, 1.1.3, … The WBS is automatically entered, but the formulas are different for different levels.

D10

Start Date Enter the starting date for this task. To associate the start date with the end of another task, enter a formula in the start date that refers to the end date of that task.

E10

End Date The ending date is calculated by adding the Duration (calendar days) to the Start date minus 1 day, because the task duration is from the beginning of the Start day to the end of the End day.

F10

Duration (Calendar Days) Enter the number of calendar days for the given task. Refer to the Working Days column or use a calendar to determine the corresponding working days. The duration is from the beginning of the Start date to the ending of the End Date. When the duration is calculated, it is calculated as End Date minus the Start Date plus 1 day, so that a task starting and ending on the same day has a duration of 1 day.

G10

Percent Complete Update the status of this task by entering the percent complete (between 0% and 100%).

H10

Working Days Counts the number of working days using the NETWORKDAYS() formula, which excludes weekends. When planning work based upon the number of working days, adjust the Duration until the desired # of working days is reached, or use one of the template rows which lets you enter the number of working days.

I10

Calendar Days Complete This column is calculated by multiplying the Duration by the %Complete and rounding down to the nearest integer.

J10

Calendar Days Remaining This column is calculated by subtracting the Days Complete from the Duration.

Global Configuration

Default ANI Default ANIDefault DID ANI

Password Policies

Password Complexity

Minimum Password Length

User Lockout Policies

Enforce Password History

Others

Other

May select "[None]"

Internal Calls

Skill Voicemail

Reason codes Enable Reason Codes

Dial Attempts

Default Time Zone Default time Zone

Five9 Global Configuration (click here for more info)

Minimum Number of Special Characters

Minimum Number of Capital Characters

Minimum Number of Number Characters

Maximum Invalid Login Attempts

User Password Expires in (days)

Users Can Request New Password on Login Page

Password Question Answer Cannot Contain Password

Associating Manual Calls with Campaigns

Default campaign for manual external calls

Agents may manually select campaign

Always use default campaign for manual calls

Internal call queue timeout (mm:ss)

Transfer timed-out internal calls to skill voicemailVoicemail acceptance

timeout (mm:ss)

Show Agents All Dial Attempts as Contact Sessions

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/campaign/inbound_campaign/managing_dnis.htm

Trusted IP RangesRestrict Access To IP Ranges

Start IP AddressEnd IP Address

Leads360Lead Assignment

User with Admistrative Role User NamePassword

Outbound Lines Outbound Lines Utilization

Export

Recordings

FTP / SFTP

HostnameUsernamePassword

Use User KeyUser Key

Recording File Name Pattern Time ZoneFile Name Pattern

Scheduled Report

FTP / SFTPHostnameUsernamePassword

Use User KeyUser Key

KPI

Speed of Answer (sec)Minimum Time (sec)

Agent Productivity Exceptions

Long Call DurationShort Call Duration

Long ACW TimeShort ACW Time

Long Hold DurationLong Park Duration

E-Mail

Voicemail notification

New users notification

Inbound line utilization

Utilization threshold

Assign the Unassigned Lead On Screenpop

Re-assign the Assigned Lead On Screenpop

Maximum lines for automated (non-preview outbound or auto-dial) campaign calls

(percentage)

Parameters of Key Performance Indicators

E-mail address to receive error

Max size fo attached voicemail (Mbytes)

Send new users e-mail with login credentials

E-Mail

Inbound line utilization

Maintenance notice notification

Local ANI'sDialing Rules

Send e-mail when the inbound line utilization

reaches threshold toSend Maintenance e-mail

notifications to

Domain Settings Notes

8

1

1

1

5

903

Yes

Yes

YesYes

0:20:00

Yes

0:20:00

Yes

Recommended Settings

Main Campaign (unless there is a different set

of disposition for manual calls)

Do you track agent time by billable or non-billable hours?

95Do you need to export your call recordings?

Naming convention for recorded files

200

0:10:000:00:100:10:000:00:000:05:000:05:00

Do you want to export call recordings to a different FTP site by campaign?

DNIS

Five9 DNIS

Five9 DNIS (For Inbound Campaigns only - click here for more info)

Clients TFN or Forwarding Number


A5

Enter to be forwarded

B5

Enter number being forwarded to

User Names and Permissions

User Details Agent Permissions (Y/N) Other Permissions (Y/N) Supervisor Permissions (Y/N) Reporting Permissions (Y/N) Administrator Permissions (Y/N)

First Name Last Name Full Name Extension Email Address User Name Password Skill Groups Roles Notes

Skill

Gro

ups

Agen

t G

roup

s

Rese

t Ca

mpa

igns

Calli

ng L

ists

Cont

act

Reco

rds

DN

C Li

st

Five9 Agent User Names and Permissions (Click here for more info)

User can change

password? (Y/N)

Agent Profile

Agent Groups

User can transfer

calls

User can receive

transfers

User can create

conference

User can create

callbacksUser can

make calls

User

can

mak

e in

tern

al

calls

, tra

nsfe

r co

nfer

ence

to

inbo

und

cam

paig

n User Can Configure

Auto-Answer Settings

Use

r Ca

n Re

ject

Ri

ngin

g Ca

lls

User can process

Skill Voicemail

Use

r ca

n de

lete

sk

ill v

oice

mai

l

User can transfer

voicemail messages

User can make

recordings

User can send

messages

User can create chat

sessions

User in Training

Mode

User Cannot Remove Contact

Data

User Cannot

Edit Contact Record Session Notes

User can enable

call forwardin

g

User can add

numbers to DNC

list

User can manually dial DNC-

listed numbers

User can play audio

files to callers

User Can Wrap Up

Call

User Can Place Call On Hold

User Can Park Call

User Can Skip

Contact Records

in Preview Dialing Mode

User Can Manage

Availability by Skill

User Is Allowed

To Browser Web in

Embedded Web

Browser

User Can Change Screen

Pop Preferenc

es

Send email when

Voice mail is received

Atta

ch v

oice

mai

l to

emai

l Always record agents calls

User can view

Users Tab

User can view

Agents Tab

User

can

Edi

t Ag

ent

Skill

s

Use

r Ca

n Re

view

Vo

ice

Reco

rdin

gs

User

can

Mon

itor

Ca

lls

Use

r ca

n Ba

rge

Into

Cal

ls

Use

r ca

n W

hisp

er

Coac

h A

gent

s

User can view

Stations Tab

User can view Chat Sessions

Tab

User can view

Campaigns Tab

User

can

sta

rt,

stop

, res

et

cam

paig

ns User Can View Data

for All Skills

User can view data for Agent Groups

User can View

Billing Info

User can Schedule

Reports to be Delivered via

FTP

User can access

recordings column

Full Administrator Permissions

User can access VCC

config, change

Default ANI

Use

r ca

n ed

it

Trus

ted

IP A

ddre

ss

User can manage Users

(except Admin users) Us

ers

& U

ser

Profi

les User can

Manage Campaign

s

Star

t/St

op

Cam

paig

ns

Rese

t, U

pdat

e,

Sche

dule

upd

ates

fo

r D

ispo

siti

ons

Rese

t Li

st

Posi

tion

s

Edit,

Cre

ate,

D

elet

e Ca

mpa

igns User can

manage Lists,

Contact Records and DNC

list

User can edit IVR Scripts

User can edit

Profiles

User can edit

Connectors

User can edit

Dispositions

User can edit

Prompts

User can edit

Reason Codes

User can edit

Workflow rules

User can edit Call Variables

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/users/user_roles.htm

J6

AD = Administrator S = Supervisor A = Agent Indicate all roles required ie. AD, A

User Profiles

Profile Name

Agent RoleUser can transfer callsUser can receive transfersUser can create conferenceUser can create callbacksUser can make calls

User can make internal calls, transfer / Conference to inbound campaignUser Can Configure Auto-Answer Settings

User Can Reject Ringing CallsUser can process Skill Voicemail

User can delete skill voicemailUser can transfer voicemail messagesUser can make recordingsUser can send messagesUser can create chat sessionsUser in Training ModeUser Cannot Remove Contact DataUser Cannot Edit Contact Record Session NotesUser can enable call forwardingUser can add numbers to DNC listUser can manually dial DNC-listed numbersUser can play audio files to callersUser Can Wrap Up CallUser Can Place Call On HoldUser Can Park CallUser Can Skip Contact Records in Preview Dialing ModeUser Can Manage Availability by SkillUser Is Allowed To Browser Web in Embedded Web BrowserUser Can Change Screen Pop PreferencesSupervisor RoleUser can view Users TabUser can view Agents Tab

User can Edit Agent SkillsUser Can Review Voice Recordings

Five9 User Profiles (click here for more info)


User can Monitor CallsUser can Barge Into CallsUser can Whisper Coach Agents

User can view Stations TabUser can view Chat Sessions TabUser can view Campaigns Tab

User can start, stop, reset campaignsUser Can View Data for All SkillsUser can view data for All Agent GroupsUser can View Billing InfoUser can access show fieldsAdministrator RoleFull Administrator PermissionsLimited Permissions

User can access VCC config, change Default ANIUser can edit Trusted IP AddressUser Can Edit E-Mail List For Maintenance Notifications

User can manage Users (except Admin users)Users & User ProfilesSkill GroupsAgent Groups

User can Manage CampaignsStart/Stop CampaignsReset, Update, Schedule updates for DispositionsReset CampaignsReset List PositionsEdit, Create, Delete Campaigns

User can manage Lists, Contact Records and DNC listCalling ListsContact RecordsDNC List

User can edit IVR ScriptsUser can edit Profiles User can edit ConnectorsUser can edit DispositionsUser can edit PromptsUser can edit Reason Codes User can edit Workflow rulesUser can edit Call Variables

Reporting RoleUser can Schedule Reports to be Delivered via FTPUser can access recordings column User Can View Standard ReportsUser Can View Custom ReportsUser Can View Scheduled Reports

User Can View Recent ReportsUser Can View Release 7 ReportsUser Can View Canned Reports

Default Settings {Profile #1} {Profile #2} {Profile #3}

Agent Rolexxxxx

x

x x

xx

x xx xx x

x xx xx xx

x

Supervisor Rolexxxx

Recommended Settings

xxxxxxx

x xx xx xx x

Administrator Rolex x

Reporting Rolex xx xx xx xx x

{Profile #4} {Profile #5} {Profile #6}

Agent Role

Supervisor Role

Administrator Role

Reporting Role

User Groups

Agent Group Description

Five9 Agent Groups (Click here for more info)

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/users/agent_groups.htm

Skill Groups

Skill Group Route VM's Audio Files

Five9 Skill Groups (Click here for more info)

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/skills/adding_users_to_the_skill_group.htm

Lists

List Scheduled upload Campaign/s

Five9 Lists (Click here for more info)

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/lists/about_call_lists.htm

Contact Fields

Field Name Mandatory Fieldnumber1number2number3first_namelast_namecompanystreetcitystatezip

Contact Fields (click here for more info)

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/contacts/about_contacts.htm

Dispositions

Disposition Settings

Disposition Name Description

Five9 Dispositions (click here for more info)

Agent must confirm

Agent must complete worksheet

Send Email Notification

Send IM notification

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/dispositions/about_dispositions.htm

Disposition Settings Disposition Options -Type

Track as first call resolution

Reset Attempts Counter

Allowed Only for 3rd-Party transfers and

Conferences

When Calls are Sent to

This Number:Redial

NumberUse Redial

TimerRedial After (DD:HH:MM

)Number of Attempts

Disposition Options -Type

Allow Agents to Change

Redial Time

Do Not Dial Number For Campaign

Apply to All Numbers in This Contact Record

Use Timer to Reactivate

NumberActivate After (DD:HH:MM)

Allow Agents to Change

Reactivation Time

Final Disposition For Contact

record

Disposition Options -Type Email Notification

Email ToApply to Campaigns Using This Disposition

Add Number(s) to

DNC List Add Active Number

Add Active Number and Finalize Record for

Campaign

Add All Number and Finalize Record for

Campaign

Email Notification IM Notification Recordings Reporting

Email From Subject Template DetailsIf Send IM

notification: Enter names to be notified

FTP site, user name and password

Inbound Campaigns

Tabs Configuration Settings

Gene

ral

Name of CampaignDescription

Extension

Inbound Lines

Max number of linesLine utilization threshold

MODE: Basic or advancedProfile Name (if advanced)

Enable After Call Work TimelimitTime Limit

Set Disposition toSet agent to Not Ready

Reason Code

Reco

rdin

g

Auto Record calls for agentsUser Can Control Call Recording

Use this FTP Site to Send Recordings to

DNIS

Listen for Incoming Calls On

Call

Surv

ey

Enable Call SurveySurvey Name

Survey DescriptionSurvey Campaign

Survey Execution Condition

IVR Default

Time ZoneNameDaysTime

IVR ScriptParameters

Five9 Campaign Properties (Inbound only - click here for more info)

Use Contact's Phone Number as Caller ID (DNIS as ANI) for 3rd Party

Conferences

When Line utilization reaches threshold, send email to

Campaign Profile

After Call Work Time Limit

Set Name of recording to session ID During Transfer

Continue Recording calls when transferred to a 3rd party


IVR Schedule 1



IVR Schedule 2



Prom

pts

Prompt played when caller is on hold

Disp

ositi

ons

Call Disposition 1Call Disposition 2Call Disposition 3Call Disposition 4Call Disposition 5Call Disposition 6Call Disposition 7Call Disposition 8

Conferences

Conn

ecto

rs

Active Connectors

Wor

kshe

et

Worksheet Name

Whisper Prompt played on call connection

Outb

ound

Sk

ills

Required Skills to Associate With Outbound Call

Call Disposition(s)

Agent who initiates conference must disposition call

Last agent to leave conference must disposition call

Conference initiator decides who must disposition call

Scrip

tActive Script

Emai

l

Send Maintenance e-mail notifications to

Parameters of e-mail notifications

Recommended Settings? {Campaign #1} {Campaign #2}{Campaign #3}

80%

Basic

Yes

(GMT-07:00) US/Pacific, PSTDefaultSun-Sat

All day long

{Campaign #4} Notes

Only needed if a global notification email address is not used

Call FlowsCall Flow

A3

Paste Call Flow diagram in the space provided

Outbound Campaigns


Gene

ral

Name of CampaignDescription

Max Queue Time (mm:ss)Show 'Out of Numbers' Alert

Enable Training ModeMODE: Basic or AdvancedProfile Name (if advanced)

Distribution AlgorithmTime Frame

Enable After Call Work TimelimitTime Limit

Set Disposition toSet agent to Not Ready

Reason Code

Reco

rdin

g

Auto Record calls for agentsUser Can Control Call Recording

Use this FTP Site to Send Recordings to

Dial

ing

Optio

ns (P

revi

ew) Preview

Unlimited Preview TimeLimit Preview Time

Limit Preview Time (MM:SS)

Action on TimeoutDial Immediately

Dial

ing

Optio

ns (P

redi

ctiv

e / P

rogr

essiv

e)

Predictive or Progressive

Five9 Campaign Properties (Outbound only - click here for more info)

Use Contact's Phone Number as Caller ID (DNIS as ANI) for 3rd Party TransfersUse Contact's Phone Number as Caller

ID (DNIS as ANI) for 3rd Party Conferences

Campaign Profile

Transfer to Agent

After Call Work Time Limit

State Dialing Rules

Follow the restrictions on state dialing hours/dates

Set Name of recording to session ID During Transfer

Continue Recording calls when transferred to a 3rd party

Campaign Dialing Mode

Minimum Duration Before Redialing Record (HH:MM)

Preview Options (choose one)

Campaign Dialing Mode

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/campaign/outbound_campaign/outbond_campaign_properties.htm

Dial

ing

Optio

ns (P

redi

ctiv

e / P

rogr

essiv

e)

Vertical Dialing or List Penetration

Monitor Dropped Call PercentageMax Drop Call Percentage

Call Analysis No Call AnalysisFax Detection Only

Fax and Answering MachineVoice Detection Level

Action on Answering Machine DetectionAction on Max Queue Time Expiration

Dial

ing

Optio

ns (P

ower

)

PowerVertical Dialing or List Penetration

Call(s) to Agent Ratio

Monitor Dropped Call PercentageMax Drop Call Percentage

Call Analysis No Call AnalysisFax Detection Only

Fax and Answering MachineVoice Detection Level

Action on Answering Machine DetectionAction on Max Queue Time Expiration

Call

Surv

ey

Enable Call SurveySurvey Name

Survey DescriptionSurvey Campaign

Survey Execution Condition

Lists

List 1 NameList 1 PriorityList 2 Name

List 2 PriorityList 3 Name

List 3 PriorityPrompt played when caller is on hold

Skills

Required Skills

Disp

ositi

ons

Call Disposition 1Call Disposition 2Call Disposition 3Call Disposition 4

List Dialing Mode

Minimum Duration Before Redialing Record (HH:MM)

Dropped Call Percentage

Campaign Dialing ModeList Dialing

ModeMinimum Duration Before Redialing

Record (HH:MM)

Dropped Call Percentage

List(s) to be dialed

Prom pts Whisper Prompt played on call

connection

Call Disposition(s)

Disp

ositi

ons

Call Disposition 5Call Disposition 6Call Disposition 7Call Disposition 8

Name

Conferences

Active Connectors

Worksheet Name

Active Script

Emai

l

Send Maintenance e-mail notifications to

Decline Preview Record

Disposition(s)

Agent who initiates conference must disposition call

Last agent to leave conference must disposition call

Conference initiator decides who must disposition call

Conn

ecto

rsW

orks

heet

Scrip t

Parameters of e-mail notifications

Outbound Campaigns`

Recommended Settings?{Campaign #1} {Campaign #2} {Campaign #3}

0:01Yes

Yes

Yes

Longest Wait - All Calls

Yes

0:10

Yes2:00

Switch Agent to Not Ready

List Penetration

0:10

Yes

3%

Drop Call

List Penetration

0:10

Yes

3%

Drop Call

{Campaign #4} Notes

7/19/2013

Only needed if a global notification email address is not used

Campaign Profiles


Gene

ral

DescriptionInitial Call Priority

Max Charges (in whole dollars)Dialing Timeout (in seconds)

Number of AttemptsDefault Outbound ANI

ANI GroupApply to Manual Calls Associated to Campaign

Include Number 1Number 1 Start At:

Number 1 Stop After:Include Number 2

Number 2 Start At:Number 2 Stop After:

Include Number 3Number 3 Start At:

Number 3 Stop After:

Dialing OrderTimeout

Sort OrderNumber of Dial Attempts for ASAP record

Filte

r Filter Conditional GroupingExpression

Order by Order By

Count

Disposition

Layo

ut

Enforce Users to View Call Variables

Five9 Campaign Profiles (click here for more info)

ANI for Outbound Calls

Dialing Schedule

Dial ASAP List Record Queue for Web APIs

Disp

ositi

on

Coun

t Set Disposition Counts for

Profile

Visible data Fields

CTI Web Services


Campaign Profiles

Recommended Settings {Profile #1} {Profile #2}

60(Default) 60(Default) 60(Default)0(Default) 0(Default) 0(Default)

17(Default) 17(Default) 17(Default)5(Default) 5(Default) 5(Default)

[None] (default) [None] (default) [None] (default)

Yes No No8:00AM(Default) 8:00AM(Default) 8:00AM(Default)9:00PM(Default) 9:00PM(Default) 9:00PM(Default)



1 hour(s) (default) 1 hour(s) (default) 1 hour(s) (default)

2 2 2NA NA NANA NA NANA NA NA

NANA NA

NANA NA

DefaultDefault Default

Number1, Number2, Number3 (default)



LIFO(last in, first out) (default)



Campaign Profiles

{Profile #3}

60(Default)0(Default)

17(Default)5(Default)

[None] (default)

No8:00AM(Default)9:00PM(Default)



1 hour(s) (default)

2NANANA

NA

NA

Default



Voice Prompts

Prompt Name Description

Please provide in supported format

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/prompt/about_prompts.htm

Voice Prompts

Script

Reason CodesSelect Yes or No >>>No

Type

Reason Code Name Description Enabled

Break Agent is on Break XEmail XFax XFollow-Up Work XForced X X XMeal XMeeting XSystem X X XTask Completion X X XTeam Meeting XTraining XEmail XEnd Shift XFax XForced X X XMeal XSplit Shift XSystem X X X

Five9 Reason Codes (click here for more info)

System Code

Not Ready Codes

Logout Codes

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/reason_codes/reason_codes.htm

E5

Choose One

C6

System codes will be enabled and can't be changed

Station ID's

Station ID Associated PC or Agent ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ----

Five9 Station ID's (click here for more info)

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/agent/station/about_your_station.htm

---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ----

---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ----

Speed DialsName/Description Speedial

Sales Group (Example) 925-201-2000 200

Transfers and Speed Dials (click here for more info)Clients Transfer

numbers

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/global_settings/adding_speed_dial_numbers.htm

C3

Speeddial codes must be 3 digits

FTP Information

Campaign FTP Host Name FTP User Name FTP Password<Global>

Five9 FTP Login Info (click here for more info)

http://www.five9.com/assets/files/for_customers/documentation/onlinehelp/8.0/five9/admin/global_settings/default_ftp_settings.htm

FTP Information

NotesThe global uploads all campaign calls to the specified FTP.