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How to Log In to Five9 Agent Desktop Plus (Non-Salesforce Users)

  1. Go to five9.nl.edu and sign in with your NLU credentials

  2. Click "Agent" to log into your agent desktop portal

  3. Select "Softphone" under the Station Setup popup

  4. Confirm your speaker and microphone selection

  5. Select your Skill(s) you want to take calls for

  6. Update your agent state to "Ready (Voice, VM)"

  7. That's it, you are now ready to take calls!

PDF's to show you how to customize your station and update your settings

Understanding Your Dashboard

Customizing Your Station -> Voice Channel Settings -> Auto Answer Settings - Uncheck the boxes for calls that you DO NOT want to answer automatically.

 

If you have any questions, please contact help@nl.edu.

 

 

How to Answer and Transfer Calls and Process Voicemails

How to Answer a Call

How to Transfer a Call

Examples on how to transfer calls at NLU

How to Process a Voicemail

Using the Address Book

 

How to Transfer to Departments (Skill Queues)

In Five9 and MS Teams, you can transfer to individuals (agents) or departments (queues).  Queues are just a set of people who are skilled to take calls and voicemails for a given department.

To find a department (queue) type in the words "Skill Queue" in the Address Book and select the department you would like to call or transfer to :).

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