Logging into Five9 Telephony VOICE AUTHENTICATE BEFORE ATTEMPTING TO LOG IN Go to the Citrix Home Page at https://trcforecast.westat.com/trccitrix/sitepages/home.aspx Select the Citrix Login link next to your project Log in using your Wins# as your User Name and your Citrix password, click Log On. The first time you log in on your PC, you will should be automatically prompted to download the new Citrix Receiver Client software. Refer to the Installation Guide for more details. If you have problems loading the receiver, reference the Troubleshooting Guide. 1 P a g e
Click on the TRC Desktop Icon The Citrix Receiver should load, you might need to click on the icon in your tray. You will receive our Warning page. Click OK 2 P a g e
Once on the TRC Desktop, Wait for the Data Collection Website to load. Once the site loads, scroll down to view the list of Project Pages. Click on your project. 3 P a g e
Click on the Telephony Login Link for your project. For this example, we will be logging in to Five9. (Other projects may log in to the Five9 MTM or Voxco telephony system). Take note of the Telephony Username you will use to login to your project s telephony system. 4 P a g e
You will log in the Five9 using your Wins# and your password. The initial password is Westat01# You will be prompted to change it on your first login. Also on your first login, you will be asked to assign and answer a security question. This will be used if you forget your password. PLEASE BE PATIENT WHILE THE TELEPHONY SYSTEM LOADS! You will only see the applications that you are assigned to. On the Five9 Applications screen, click on the AGENT application. Again, BE PATIENT WHILE THE SYSTEM LOADS. 5 P a g e
If you receive this Java message, click Later. Java will load the agent application The Five9 Agent Application will start. 6 P a g e
Select Run You will be prompted to log in. Username is your WINS Enter your password Station Enter your phone number Make sure that Station Type is PSTN 7 P a g e
You will receive this Alert telling you that it is starting your application. Click Yes to Would you like to connect your station? Your telephone will ring, pick up the receiver and keep it off the hook while working. You will not hang up the phone unless you are going on a break, or logging out for your shift. When you pick up your telephone, you will hear 3 beeps. This tells you that you are logged into the telephony system. If you did not hear the connection tones, you can retry on this screen. If you heard them, click OK. 8 P a g e
You will now need to select the Skill you will be working on. On this list are all of the projects that you are assigned to. By default, all of the projects you are assigned to will be checked. Make sure that only the project you are working at the time of your scheduled shift is checked. Click OK (This screenshot is an example only. You should select your specific project.) If you are having trouble seeing the entire project s name, you can expand the box by hovering near an edge until you see the arrow, then click and drag the box to open it more. 9 P a g e
The Five9 VCC AGENT This is your telephony application Summary Screen. Most areas of this screen will not be used. Notice that there is an area labeled SKILL GROUP MESSAGES. Before you can log into your project, you must follow the instructions here. Make sure you follow these steps before launching your project instrument: 1. Press Ctrl+M 2. On the manual dial screen, select speed dial 001 Manual Dial Connection Test 3. Select your project from the Campaign dropdown menu (if you do not see a dropdown menu, click the >>Details button) 4. Click Make Call. Your project's script will load. Continue following these steps on your project script. (Screenshots of these steps on the next page.) 10 P a g e
After you CTL/M, you receive the manual dial box. Make sure that Speed Dial number 001 (Manual Dial Connect Test) is selected. It should be the first option on your list. Next, click the drop down arrow under the Campaign field and select your project. (This screenshot is an example only. You should select your specific project.) Then click Make Call. 11 P a g e
If for any reason Ctrl/M does not bring up your dialer. Go to Actions on the menu at the top of the screen, and select Make Call **You will need to follow these directions every time to log in to the VCC Agent. Following these steps ensures that you are logged in to the correct project (to receive inbound calls if you are a blended agent) and that your outbound calls are charged to the correct project.** 12 P a g e
Every time a call is attempting to connect to your station, you will receive an Incoming Call popup notification box on your screen. You will see this box for both inbound and outbound calls. (Note that the title of the pop-up is Incoming Call for both types of calls because the call is incoming to your station. It is not describing the type of call eg: Inbound vs Outbound). Outbound Call Incoming Call pop-up Notice that you will see the Call Type is listed as Agent meaning that you initiated the call and the system is connecting the call to your station. Click Close. 13 P a g e
After you have connected, make sure you are in the correct project. The Script tab should be displayed with your project s name at the top. (This screenshot is an example only. You should see the script for your specific project.) 14 P a g e
Once you are sure you are connected to your project page, click WrapUp Call. Wrap up disconnects the call, but does not close out the case. This allows you to complete any steps needed before making or accepting another call. You will not be able to make another call until you set a Voice Disposition. Click on the drop down arrow on the Set Voice Disposition field and set the disposition to ALL DISPOSITIONS. Every call will have this disposition regardless of the outcome of your call. 15 P a g e
If you did not select your project from the Campaign menu before making the call and left the default Manual Dial Check, you will see the following error: Repeat the steps on the screen making sure that your Project s script loads. 16 P a g e
To Log into your CATI Project s Instrument: THE NEXT SCREENS ARE EXAMPLES ONLY. DURING TRAINING AND PRODUCTION YOU WILL LOG IN TO YOUR PROJECT. DO NOT LOG IN TO THE TEST PROJECT DISPLAYED HERE. Once you have made your initial call and are on your correct project script page, you will scroll down through the script to the link for launching your project. The script may also contain other important links, such as your M3 system and your project s FAQs. Click on the LAUNCH PROJECT LINK. 17 P a g e
Log into your project as you normally do. At this point, you may want to move your windows around so that you can see both the Instrument screens and the VCC Agent window as you will be using both while working. 18 P a g e
SETTING YOUR STATUS IN FIVE9 Which status should you choose? Agent Type: OUTBOUND ONLY Status should be Agent Type: OUTBOUND & INBOUND (Blended) Status should be Agent Type: INBOUND Status should be 19 P a g e
MAKING AN OUTBOUND CALL When prompted in your instrument, click on the blue CLICK HERE TO GET PHONE NUMBER link. The screen will flash quickly. 20 P a g e
Click into the VCC Agent screen and use CTL/M to bring up the dial pad. Click inside the phone dialer and CTL/V to paste the phone number in. Click on MAKE CALL. 21 P a g e
Click back into your project instrument screen and proceed though the questionnaire. WRAPPING UP A CASE After the case is complete, you will need to wrap up the call. This will disconnect your phone from the caller and you can proceed to code the screens in your project instrument without interruption from another inbound call (if you are working inbound or blended) until you are ready. When you are ready to start receiving calls again, code the Voice Disposition in the VCC and you will be ready make or receive anther call. (Note: If the caller hangs up before you WrapUp the call, you will not need to press this button. You will see a Caller Disconnected prompt and you will automatically be in WrapUp mode. 22 P a g e
When you are completely done with the case, you need to set the Voice Disposition. You will not be able to make another call until this done. ACCEPTING AN INBOUND CALL You will need to set your status as Ready Call&VM in order to receive a call. You will wait on your script screen until an inbound call comes in. When you get a call, you will see the Incoming Call pop-up screen and you will hear a voice prompt on your phone line that says Your call is connected. Be prepared to start talking immediately after hearing the prompt. Do not close the Incoming Call information. Your project may require that you record some of the information from this box. Move this box to a location that will not interfere with your inbound tasks. 23 P a g e
WRAPPING UP A CASE After you are finished with the inbound task, selecting WrapUp Call will disconnect you from the caller. (Note: If the caller hangs up before you WrapUp the call, you will not need to press this button. You will see a Caller Disconnected prompt and you will automatically be in WrapUp mode. When you are done wrapping up, you need to set the call disposition. You will not be able to make a call or receive another inbound call until this done. Once you set the disposition, your status will automatically be set to Ready. 24 P a g e
OTHER VCC AGENT FUNCTIONS TAKING A BREAK - If you need to take a break you should click on the drop down arrow next to your status indicator on the top left of the screen in the VCC Agent, and click the reason. The bullet next to the reason should be RED. YOU SHOULD HANG UP YOUR PHONE DURING A BREAK but do not log out of the VCC Agent. RECONNECTING PHONE - If you hang up your phone for a break or your phone line gets disconnected from the VCC Agent for any reason, you can reconnect by going to Actions on the menu and selecting Restart Station. 25 P a g e
MAKING A MANUAL CALL IF CTL/M DOES NOT BRING UP YOUR DIALER - Go to Actions on the menu and select Make Call. 26 P a g e
Logging out of Five9 VCC Agent In the VCC, go to Actions, Logout & Exit Click YES. When you get back to the Five9 login screen, click on Log Out. Then close all windows and log out of Citrix. 27 P a g e