Setting Up and Managing Blended Campaigns

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Five9 Implementation Services TF: (866)553-1459 or (415)901-1545 7901 Stoneridge Drive, Suite 200 Pleasanton, CA 94588, www.five9.com

Welcome

Package

Setting Up and Managing Blended

Campaigns

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Copyright Notice

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 logoare trademarks of Five9Inc. Any other trademarks are the property of their respective owners.

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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.

Objectives At the end of this chapter, you will be able to:

• Understand Blended Campaigns

• Create an outbound campaign

• Set up skill groups

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About Outbound Campaigns

Overview A campaign is an automated tool for managing and controlling call 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.

Campaign Running Modes

Campaigns can be run in basic, advanced, or training mode. A basic mode campaign will begin dialing from the top of its call list, transfer 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.

Start Modes and Controls

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Skill Groups

About Skill Groups

A skill is a knowledge, ability, and/or understanding about a product or service. For example, an agent can be a skilled sales person. A skill 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

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Skill Groups (cont’d)

Create Skill Groups

Use skills for linking agents (user accounts) with campaigns. Create as many skills as needed. Multiple skills can be linked to each user.

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

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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.

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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

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Skill Groups (cont’d)

Step Action

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.

View Properties of a Skill Group

3

From the List pane, double click on a skill to open its

Properties window.

Associate Users with Skill Groups

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User Accounts

About User Accounts

A user is a person who has a user account in your Virtual Contact Center (VCC). There are three types of users: administrators,

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."

Skills Based Routing

Calls are routed in the Five9 system using a method based upon assigned skill groups. Calls do not follow a priority list of skills from 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.

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User Accounts (cont’d)

Skills Based Routing (cont’d)

These variables include the amount of agents in the system, average call time per agent, length of time agents have been logged in (session 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 Accounts

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

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

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User Accounts (cont’d)

Step Action Create User

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.

5 Click OK to open the Input dialog box. 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.

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User Accounts (cont’d)

Configure User Accounts

After a user account has been created, it's just an empty account that must be configured before it's put into service. This involves assigning 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.

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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.

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User Accounts (cont’d)

Accounts (cont’d) ₅ _{Determine a password for the account, and then record it so}

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.

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Five9 Implementation Services TF: (866)553-1459 or (415)901-1545 7901 Stoneridge Drive, Suite 200 Pleasanton, CA 94588, www.five9.com 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

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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.

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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.

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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.

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User Accounts (cont’d)

Accounts

(cont’d) 18 Click next to each statement you would like to apply to that

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User Accounts (cont’d)

Accounts

(cont’d) 19 If the User is a Supervisor, click next to the items that will

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User Accounts (cont’d)

Accounts

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

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User Accounts (cont’d)

Accounts

(cont’d) 21 Click once to select the Voicemail/Recordings tab.

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

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Set up ANI

Set up your VCC ANI

There are two choices in setting up the ANI. If you would like a phone number to show on the caller ID of the people who receive your calls, you can enter a number of your choice.

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

To set a Number Step Action

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.

3 Click OK when finished.

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The Customer Relationship Management (CRM) Database

About the CRM Database

Your Virtual Contact Center has a Customer Relationship Management (CRM) database. It's used for collecting and storing information about 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.

CRM Fields The permanent CRM fields by default in the VCC are: Number

By default, you have the ability to create an additional ten fields.

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Lists

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

Creating a Call List

This procedure involves creating an empty call list and then importing a file containing telephone numbers into the list. Each telephone number 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.

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

Formatting a Call List

The file containing your telephone numbers must be in an acceptable format, otherwise it cannot be imported. The file should be a simple 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.

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Lists (cont’d)

Another Warning

When importing your file of telephone numbers, the first line in the file will not be imported because it will be read as a header line for the file. 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}_{Tool Bar}_{, click the}_{Add Object}_button _to

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.

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Lists (cont’d)

Step Action

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.

Create a Call List

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.

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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 From the call list Properties window, click Save to open the

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

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Lists (cont’d)

Exporting

Numbers from a Call List

You can export telephone numbers, and any extra data fields (columns), from a call list to a file at any time. The procedure will give you the opportunity to manually arrange the data fields into any 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.

If Then

You want to select the entire list

Press the Ctrl and A keys together.

You want to select rows that are adjacent to each other

Press the Shift key and select the rows you want to export.

3

You want to select rows that are not adjacent to each other

Press the Ctrl key, and select the rows you want to 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

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Select specific fields and organize their arrangement

• From the Export column select check boxes for fields that must be exported.

• Select rows and use the Up and

Down buttons to put the rows in the desired order.

Create a template of selected fields and their arrangement while exporting

• From the Export column, select check boxes for fields that must be exported.

• 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. Use an existing template to

export the reminders

• Click Load Template to open the

Open dialog box.

• Navigate to the location your template is stored.

• Select the template file.

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Lists (cont’d)

Six Quick Facts about Lists

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

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.} 2. _{Click on the}_File_{drop down menu} 3. _Select_{Save As}

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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.

Suggested Dispositions

The following are some suggested dispositions that all campaigns should have:

• Add to DNC List (this is a requirement)

• Left Voice Mail Message

• Scheduled Callback

• Sale

• Qualified Deal

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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.

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Dispositions (cont’d)

Dispositions

(cont’d) 4 From the Navigation pane or the List pane, double click on

your new disposition to open its Properties window.

5 In the Description text box, type in a statement (or purpose) that identifies the disposition

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Five9 Implementation Services TF: (866)553-1459 or (415)901-1545 7901 Stoneridge Drive, Suite 200 Pleasanton, CA 94588, www.five9.com Step Action

Create Dispositions

(cont’d) 7 Click the Flags tab to bring it to the front.

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.

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Dispositions (cont’d)

Dispositions

(cont’d) 9 If the disposition must send call details to one or more

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

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Setting up and Configuring Campaigns

Step Action

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

In the Add Campaignstext box, type in a name for your new campaign.

Create Campaign

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Setting up and Configuring Campaigns (cont’d)

Step Action Create Campaign

(cont’d)

6

Select the Outbound radio button.

7 Click Create Campaign to return to the main window.

Step Action

1 Move to the Five9 Administrator Main Window.

Viewing a List of Campaigns

2 From the Navigation Pane, highlight the Campaigns folder to see all the campaigns in the List Pane

Step Action

1 Move to the Five9 Administrator Main Window.

2 From the Navigation pane, highlight the Campaigns folder.

Viewing the Status for a Campaign

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Profiles

About Profiles A profile is a tool for controlling the behavior of an outbound or 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 do?

• Assign a unique Automatic Number Identification (ANI) to a specific outbound campaign. This number will automatically 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.

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Profiles (cont’d)

What can a Profile do? (cont’d)

• Stop dialing numbers based on their local time. Operates the same way as the "begin dialing" time.

• Dial numbers that match specific criteria. For an outbound campaign, a criteria, such as a city, state, or zip code, can be used to control which numbers in a call list are dialed.

• Stop an inbound or outbound campaign after a specified number of a specific disposition has been reached. For example, use in situations where you have a limited supply of product, and each disposition identifies a sale. You would set a disposition count

to equal the amount of product you have. When the total amount of specific disposition equals the disposition count, the campaign will automatically stop.

• Maximum Long Distance Charges: You can stop a campaign after a certain number of long distance charges have been reached.

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Chapter

2

Chapter 2: Campaign Properties

Purpose _{This chapter will describe what outbound campaigns are, how to set}

• Configure an outbound campaign

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Campaigns

About Setting up Outbound

Campaigns

In order to create a new outbound campaign, you will need the following:

• The ANI number to be used for your outbound campaign (if applicable)

• Dispositions created and saved

• Skill groups created and saved

• Agents: All agent accounts are ready, and they have each been assigned to at least one skill group.

• Number of Agents

• Campaign Script: This will be supplied by you, and it tells the Agents the words they will use during the campaign.

• Campaign Worksheet: If a worksheet is needed, write your questions now, so you will have them later to type into the campaign. This is simply a list of questions that your agents must ask the caller.

• FTP Account Information: If you plan on making recordings of calls that are handled during a campaign, but you want the recordings to be saved in a specific computer instead of your VCC or you would like to save them for greater than 30 days, then you’ll need an FTP Account on that computer. The information you’ll need about the FTP account is its host name (for example,

host_name.com), user name, and password. The account must have read, write and copy privileges.

• Campaign Profile: Only needed if you plan on using profiles to control the behavior of your outbound campaign.

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Campaigns (cont’d)

Outbound Campaign Configuration

Predictive dialing is a method for automatically initiating outbound calls and passing each call to an agent when the call is answered. If configured properly, a predictive dialer will maintain a high level of utilization and cost efficiency in the contact center. The dialer

automatically calls a list of telephone numbers, screens the unnecessary calls such as answering machines and busy signals, and then connects a waiting representative with the customer. If the system is calling more than one line per agent, then it is possible the system will have to ‘abandon’ a call, if it reaches a live person, and cannot find an available agent to connect to because they are already on a call. The Five9

predictive dialer uses advanced algorithms that estimates the pace of calls to be placed based on the number of agents available, how long they have been on a call, and what the average call time has been historically. It also takes into account the length of time it typically takes to connect to a live caller, and abandonment settings to continually adjust its dialing pace to achieve campaign goals.

It is important to note that there are strict requirements on how predictive dialers may be used when calling. As an example, if calling sales prospects, the system must not abandon more than 3% of all the calls placed. These requirements, which fall under the telemarketing sales rule of the federal trade commission

(http://www.ftc.gov/bcp/conline/pubs/buspubs/tsrcomp.htm ), vary greatly depending on who you are calling. Please understand and follow these rules carefully to ensure you are in compliance. Violations can be very expensive.

To make the dialer perform at an optimal rate, there are three

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General Tab

Open Campaign Properties

To open campaign properties, right click on the campaign in the List

pane, then choose Campaign Properties or double-click on the campaign.

Step Action General Tab

1

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General Tab

Step Action

2 If you would like calls automatically recorded, place a check in the box to the left of the statement Auto record calls for agents.

Based on your agreement with Five9, Inc. your call center application includes up to 20% recording. You can record calls in two ways: 1) Configuring your inbound or outbound campaigns to automatically take a random sample of the agent calls. 2) Allow your agents to record calls via a button on their desktop.

The easiest way to find out how many agents you can record simultaneously is by taking the number or concurrent agents you have and multiplying that number by 20%. For example, when ten agents are handling calls, then two will be

recorded. However, this control can be over-ridden if you give individual agents the permission to manually record their calls.

If your business requires more recording capabilities you can add more recording ports for a monthly fee. If this is a need in your business please contact your sales representative.

General Tab (cont’d)

3 If you want the recordings to be named with a unique session number, instead of the agent’s name and time of recording, select the Set name of recording to call session id during transfer.

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Five9 Implementation Services TF: (866)553-1459 or (415)901-1545 7901 Stoneridge Drive, Suite 200 Pleasanton, CA 94588, www.five9.com dialer the maximum number of phone calls per agent you would like to place at any given point in time. For example if you set the slide bar to 1 the dialer will be dialing 1 phone call per agent and will not dial another number from your list until that agent disconnects their current call. If you set the slide bar to 2 lines or more per agent then the dialer will anticipate (based on the overall agent work times) when it should start to make that second call.

Having more than one line being dialed is useful when the system is automatically screening calls such as answering machines, busy signals and answering machines. Having fewer lines being dialed will help ensure that agents are available to take calls, and that called parties will have a more ‘personal’ experience.

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General Tab

General Tab (cont’d)

Step Action

6 The Perform Call Analysis check box should be checked only if you want to enable call analysis.

There are two settings which control call analysis. It is important to note that the outbound dialer will always screen calls for events which occur prior to the called party answering the phone. This would include busy signals, invalid numbers, operator intercepts, etc.

If you want the system to analyze the call after someone picks up, for example to detect fax machines or answering machines, select the Perform Call Analysis check box. If you do select this box, then you can adjust how much time is spent doing voice detection.

If set to Fast, then the system will do a preliminary check to attempt to discern fax machines, or answering machines, but still attempt to hand the call off to the agent quickly.

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Adjusting the slider will vary the accuracy until you find a balance that is good for you, and the callers on that specific campaign; however, Five9 recommends that you always keep the slider to Fast. The Five9 software is very good at

detecting a live person, even set all the way to Fast; only about 20% of calls are connected to answering machines.

7 Using Calls to Agent Ratio and Monitor Drop Call Percentage Together

You want to strike a balance between these two areas. For instance, if you dial 3 lines per agent and monitor your drop call percentage at 3% the result is the dialer speeds up to your requested 3 lines per agent but then when the

abandoned rate increases and hits the set 3% in your Monitor Drop Call percentage the dialer slows down to accommodate this setting. The experience is that your agent sees back to back calls coming to them quickly over a period of time and then a period where they experience a high idle (wait) time between calls.

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General Tab

Step Action General Tab

(cont’d)

7

(cont’d)

If you would like dropped calls monitored, check the box next to Monitor Dropped Call Percentage. This works with the Calls to Agent Ratio. The FCC says this must be kept toe 3% or lower. To move the slide bar, the check box must be checked.

If you are doing multiple lines per agent, it is very important that you select the Monitor Dropped Call Percentage

checkbox. If you do not, the system will not slow down its pace from your maximum line to agent ratio, and many calls may be abandoned. If your line ratio is set at 1 to 1, then monitoring dropped calls will cause needless overhead, and need not be selected.

Monitoring the drop call percentage turns down the calls to agent ratio when a certain abandoned rate has been

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Lists Tab

Step Action

1 Click on the Lists tab to bring it to the front.

Lists

2

3 The Lists tab will show all call lists imported for your campaign. To add lists, click Add, to remove lists, click Remove. Click Save

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Five9 Implementation Services TF: (866)553-1459 or (415)901-1545 7901 Stoneridge Drive, Suite 200 Pleasanton, CA 94588, www.five9.com About Campaign

Properties Skills Tab

This is where you will add skills to your campaign. Earlier, you created all the skills for your Virtual Call Center. This is where you will choose from that list of skills which ones will be used in this campaign.

Step Action

1 To add a skill, click on the Add button.

2 From the Select Skill dialog box, select the skills to be added to the campaign.

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Dispositions

This is where you will add dispositions to your campaign from the list of dispositions you created in the Navigation pane.

Step Action

1 To add dispositions to your campaign, click on the Disposition

tab to select.

Add

Dispositions to Your Campaign

2 Click on the Add button.

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Connectors Tab

Web

Connectors

Web connectors allow to screen pop another web or java enabled

application. When creating web connectors, you can pass any CRM field plus a few items about the call, and a few items about the agent taking the call.

The following fields are examples if information that can be sent to your internet application in order to produce a screen pop:

Agent.username

Customer.* - wildcard to grab all CRM information

This information is set up in the Connectors are of the Administrator and then applied to the campaign in the campaign properties. Screen pops can be executed at the following times:

• At call accepted

• At call dispositioned

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Worksheets

About Worksheets

A worksheet is simply a list of questions that your agents must ask the caller If a worksheet is needed, then write your questions now, and then you'll later type them into your campaign.

Step Action

1

Click the Worksheet tab to bring it to the front.

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Worksheets (cont’d)

Step Action Add

Worksheet

3 In the text box, type the Name for your question. Click OK to return to the Worksheet tab.

4 Double-click on your new question to open its Properties window.

Use the controls in the Properties window to configure your question. When finished, Click Save to return to the Worksheet tab.

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Scripts

About Scripts

Use a script to guide an agent what to say during a call. For example, a script can be a sales pitch. Each campaign can only use one script, but you can also delete, import, or export them from a campaign. Whenever an agent receives a call from a campaign that is configured with a script, the script will automatically appear in the Five9 Agent for the user to read.

There are two ways a campaign can be configured with a script. One is by typing the script directly into the campaign's Properties Window, and the other is by importing it into the campaign's Properties Window. When typing it into the Properties Window, it must be written in HTML code. If you import the script, you can use a common word processor to write the script, save it as an HTML file, and then import it into the campaign.

Step Action Type in a

script

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Scripts (cont’d)

Step Action Type in a

Script

(cont’d) 2 Using the HTML language, type in your script.

Step Action Import a

Script

1 Click on the Script tab to bring it to the front.

2 Click the Import HTML button to open the Open dialog box. 3 Navigate to the location of your script, and select it. It must have

the HTM or HTML filename extension

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Chapter

3

Chapter 3: Inbound Campaigns

Purpose _{This chapter will describe what inbound campaigns are, how to set}

• Create an inbound campaign

• Set up skill groups

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Five9 Implementation Services TF: (866)553-1459 or (415)901-1545 7901 Stoneridge Drive, Suite 200 Pleasanton, CA 94588, www.five9.com Overview A campaign is an automated tool for managing and controlling call

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.

Campaign Running Modes

Campaigns can be run in basic, advanced, mode. You will usually run your inbound campaigns in the basic mode and design your IVR to route calls based on different scenarios (i.e. agents logged in, after a certain hold time has been achieved etc.). You can run campaign in advanced mode if you have more than one inbound campaign and would like to have one of those campaigns take a higher priority then the other. Basic Mode will automatically look at the number you are calling

determine the time zone based on area code and zip code and if between the hours of 8am through 9pm in that time zone the call will be placed. If it is outside of these hours then the dialer will not call that contact. The dialer also does not start dialing until an agent logs in even when the campaign is running. A call will not placed at all until the first agent logs in and stops when the last agent logs out.

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.

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Skill Groups

Create Skill Groups

Since you have already created your skill groups in your outbound campaign, no additional effort is necessary here unless there are additional skills you would like to add for your incoming campaign.

Add any additional skills in the same way you did for the outbound campaign.

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

Create User Accounts

Create user accounts for your inbound campaign in the same way you did for your outbound campaign.

Configure User Accounts

Configure user accounts in the same way you did for your outbound campaign.

Lists

Lists In an inbound campaign, uploading lists is a way to upload data on your customers and can be used for a screen pop when the number they are calling from is recognized by the VCC. In order to take advantage of this feature you simply upload a list and update the CRM data.

Dispositions

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Setting up and Configuring Campaigns

Step Action

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

In the Add Campaignstext box, type in a name for your new campaign.

Create Campaign

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Setting up and Configuring Campaigns (cont’d)

Step Action Create Campaign

(cont’d)

6

Select the Inbound radio button.

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Chapter

4

Chapter 4: Properties of Inbound Campaigns

Purpose _{This chapter will describe what inbound campaigns are, how to set}

• Configure an inbound campaign

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Campaigns

About Setting up Inbound

Campaigns

In order to create a new inbound campaign, you will need the following:

• The 800 Number to be used for the Inbound Campaign

• Custom Greeting: If you want to use a custom greeting to answer inbound calls, have your greeting ready to import. For example, you may want to say “dial one for support, dial two for sales” etc. For instructions on recording and saving a custom greeting, see instructions in the IVR section.

• Dispositions created and saved

• Skill groups created and saved

• Agents: All agent accounts are ready, and they have each been assigned to at least one skill group.

• Number of Agents

• Number of inbound telephone lines: This information is supplied by your Five9 Sales Representative

• Campaign Script: This will be supplied by you, and it tells the Agents the words they will use during the campaign.

• Campaign Worksheet: If a worksheet is needed, write your questions now, so you will have them later to type into the campaign. This is simply a list of questions that your agents must ask the caller.

• FTP Account Information: If you plan on making recordings of calls that are handled during a campaign, but you want the recordings to be saved in a specific computer instead of your VCC, then you’ll need an FTP Account on that computer. The information you’ll need about the FTP account is its host name (for example, host_name.com), user name, and password. The account must have read, write and copy privileges.

• Campaign Profile: Only needed if you plan on using profiles to control the behavior of your inbound campaign.

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Campaigns (cont’d)

After Hours Setup Inbound campaigns cannot be automatically stopped and started based on local time. However, calls can be directed to a voice mailbox giving directions to leave a message. You will need to design your IVR to send incoming calls to the voice mailbox with the correct instructions. Here are the steps to set up an after hours voice mailbox:

Step Action

1 Create a login in the agent area, labeled “voicemail” or “after hours agent” etc.

2 Setup your IVR to point to this user after hours and record a greeting. You and/or your agents will record and save a voice mail greeting in the same way you will record prompts (see instructions to follow).

3 The General tab in Campaign properties contains a checkbox titled Queue calls when all agents are on break. Leave this box unchecked. This will allow calls to be sent to the default mailbox when there are no agents

available.

Note: If you set up a default mailbox, make sure you assign an agent to check the voice mailbox regularly and return calls. You will need to give that agent access to those voicemails. Use the

Setting Up and Managing Blended Campaigns

Welcome

Package

Setting Up and Managing Blended

Campaigns

Copyright Notice

Table of Contents

Chapter

1

Chapter 1: Setting up and Managing a Blended

Campaign

About Outbound Campaigns

Skill Groups

Skill Groups (cont’d)

Skill Groups (cont’d)

Skill Groups (cont’d)

Skill Groups (cont’d)

User Accounts

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

User Accounts (cont’d)

Set up ANI

The Customer Relationship Management (CRM) Database

Lists

Lists (cont’d)

Lists (cont’d)

Lists (cont’d)

Lists (cont’d)

Lists (cont’d)

Dispositions

Dispositions (cont’d)

Dispositions (cont’d)

Dispositions (cont’d)

Setting up and Configuring Campaigns

Setting up and Configuring Campaigns (cont’d)

Profiles

Profiles (cont’d)

Chapter

2

Chapter 2: Campaign Properties

Campaigns

Campaigns (cont’d)

General Tab

General Tab

General Tab

General Tab

Lists Tab

Dispositions

Connectors Tab

Worksheets

Worksheets (cont’d)

Scripts

Scripts (cont’d)

Chapter

3

Chapter 3: Inbound Campaigns

Skill Groups

User Accounts

Lists

Dispositions

Setting up and Configuring Campaigns

Setting up and Configuring Campaigns (cont’d)

Chapter

4

Chapter 4: Properties of Inbound Campaigns

Campaigns

Campaigns (cont’d)