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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.
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
Project Team RosterArea of Responsibility Phone Email
Five9 TeamImplementation 925-206-3547
SalesPS Escalations 925-808-7109
Customer Team
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
Acceptance Test CasesPass / FailExpected Output / Resulting
Action
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
Optimize Optimization Checkpoint 2 Five9
Optimize Optimization Checkpoint 3 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
Five9 Recommended SettingsCustomer: Business to Customer
Retained (Y/N) NOTES
FCC Compliant
Reference Materials for FCC Regulations: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
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)
Reference Materials for FCC Regulations:https://transition.fcc.gov/cgb/policy/Telemarketing-Rules.pdf
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
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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
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
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
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
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
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
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
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
x xx
{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)
Skill Groups
Skill Group Route VM's Audio Files
Five9 Skill Groups (Click here for more info)
Lists
List Scheduled upload Campaign/s
Five9 Lists (Click here for more info)
Contact Fields
Field Name Mandatory Fieldnumber1number2number3first_namelast_namecompanystreetcitystatezip
Contact Fields (click here for more info)
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
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
Time ZoneNameDaysTime
IVR ScriptParameters
IVR Schedule 2
Time ZoneNameDaysTime
IVR ScriptParameters
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
Yes
{Campaign #4} Notes
Only needed if a global notification email address is not used
Call FlowsCall Flow
Outbound Campaigns
Tabs Configuration Settings
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
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
Yes
{Campaign #4} Notes
7/19/2013
Only needed if a global notification email address is not used
Campaign Profiles
Tabs Configuration Settings
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)
Yes No No8:00AM(Default) 8:00AM(Default) 8:00AM(Default)9:00PM(Default) 9:00PM(Default) 9:00PM(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)
Number1, Number2, Number3 (default)
Number1, Number2, Number3 (default)
LIFO(last in, first out) (default)
LIFO(last in, first out) (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)
No8:00AM(Default)9:00PM(Default)
No8:00AM(Default)9:00PM(Default)
1 hour(s) (default)
2NANANA
NA
NA
Default
Number1, Number2, Number3 (default)
LIFO(last in, first out) (default)
Voice Prompts
Prompt Name Description
Please provide in supported format
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
Station ID's
Station ID Associated PC or Agent ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ----
Five9 Station ID's (click here for more info)
---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ----
---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ----
---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ---- ----
Speed DialsName/Description Speedial
Sales Group (Example) 925-201-2000 200
Transfers and Speed Dials (click here for more info)Clients Transfer
numbers
FTP Information
Campaign FTP Host Name FTP User Name FTP Password<Global>
Five9 FTP Login Info (click here for more info)
FTP Information
NotesThe global uploads all campaign calls to the specified FTP.