Transcript Transfer Aid

Five9 Dialer
Lead Dialing System
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Transferring and Conferencing
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Transferring Calls
Even 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.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
Whether transferring
or conferencing in
another caller, click
Add Conference
Participant.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
You’ll notice that
Add Conference
Participant functions
much like the Make
Call feature.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
You can type a
phone number in
this box then click
Add Participant.
8885551234
The moment
you click Add
Participant your
primary contact
is put on hold.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
If adding an
outside third
party to the
call, you must
advise the call
is recorded!
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
You can also type
010 to add or
transfer to a
specific agent’s
extension.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
You’ll then use your dial
pad when prompted to
enter the appropriate
extension of the agent
you’d like to reach.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
If you’d rather transfer the call to the first
available agent, type 001 in the text box to
access the Speed Dial item listed as
Transfer the Qualified Leads Here.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
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IMORTANT 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.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Conference Calls
Once you’ve confirmed
the third party is present,
click Complete Conference
to tie all parties together.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Transferring
If 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.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Managing Conference Participants
Any time you’re on a
conference call, you’ll see
all parties listed in the
Conference Participants
box.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Managing Conference Participants
From here, you can right-click on
any of the participants which opens
the option to Remove Participant
or Park Participant.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Managing Conference Participants
Whether you choose to remove or
park one of the participants, Five9
will always prompt you to confirm.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Managing Conference Participants
After you’ve confirmed your
selection, Five9 will display a
message confirming that your
action is complete.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Parked Participants
If 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.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Parked Participants
From the Parked Calls
tab, you can right-click
the parked caller which
will give you the options
Transfer Parked Call and
Add To Conference.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Parked Participants
If you choose Add To Conference,
Five9 will prompt you to confirm
your choice.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Parked Participants
After confirming your choice, Five9
will tie the parked caller back into
the conference.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Parked Participants
You will now see all
callers listed once again
in the Conference
Participants box.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Your feedback is valuable!
►
Please address any questions or feedback regarding
this presentation to:
– Joshua De La Luz
Sales Trainer
[email protected]
817-255-6631
23
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.