3Transferring CallsEven though the Five9 interface has a Transfer button on the right, we will NOT use this feature to transfer a call.Using Transfer will disable most call functions for the user receiving the call, making some features unavailable.
4Conference CallsWhether transferring or conferencing in another caller, click Add Conference Participant.
5Add Conference Participant functions much like the Make Call feature. Conference CallsYou’ll notice thatAdd Conference Participant functions much like the Make Call feature.
6You can type a phone number in this box then click Add Participant. Conference CallsYou can type a phone number in this box then click Add Participant.The moment you click Add Participant your primary contact is put on hold.
7Conference CallsIf adding an outside third party to the call, you must advise the call is recorded!
8Conference CallsYou can also type 010 to add or transfer to a specific agent’s extension.
9Conference CallsYou’ll then use your dial pad when prompted to enter the appropriate extension of the agent you’d like to reach.
10Transfer the Qualified Leads Here. Conference CallsIf you’d rather transfer the call to the first available agent, type 001 in the text box to access the Speed Dial item listed asTransfer the Qualified Leads Here.
11Conference Calls2IMORTANT NOTE: In many cases, your call script will specify the Speed Dial to use if transferring to the first available agent. Some Speed Dials are reserved for specific campaigns. If none is indicated, you may use 001 as indicated in the previous screen.1
12Conference CallsOnce you’ve confirmed the third party is present, click Complete Conference to tie all parties together.
13TransferringIf you’ve added another agent to the conference and want to transfer the call to him/her, click Leave Conference, then choose TFR to Agent.Even though you’ve left the conference, the two parties will stay connected.
14Managing Conference Participants Any time you’re on a conference call, you’ll see all parties listed in the Conference Participants box.
15Managing Conference Participants From here, you can right-click on any of the participants which opens the option to Remove Participant or Park Participant.
16Managing Conference Participants Whether you choose to remove or park one of the participants, Five9 will always prompt you to confirm.
17Managing Conference Participants After you’ve confirmed your selection, Five9 will display a message confirming that your action is complete.
18Parked ParticipantsIf you’ve parked one of the participants, you will find that party in your Parked Calls tab near the bottom of your screen.You may continue your conversation with the active caller while the parked caller will remain on hold.
19Parked ParticipantsFrom the Parked Calls tab, you can right-click the parked caller which will give you the options Transfer Parked Call and Add To Conference.
20Parked ParticipantsIf you choose Add To Conference, Five9 will prompt you to confirm your choice.
21Parked ParticipantsAfter confirming your choice, Five9 will tie the parked caller back into the conference.
22Parked ParticipantsYou will now see all callers listed once again in the Conference Participants box.
23Your feedback is valuable! Please address any questions or feedback regarding this presentation to:Joshua De La Luz Sales Trainer