Five9 - Receiving a Call

Receiving an Inbound Call

• Make sure you are in the Ready state to receive calls
• Tone will play to announce call, and caller will be connected automatically*
• CRM screen will pop up with customer record based on phone number

*Automatic answer is a setting that can be configured. If this isn't enabled, agent will be able to either accept or decline the call.

Manual Answer

• Make sure you are in the Ready state to receive calls
• Call preview appears, click Accept to receive call
• CRM screen will pop up with caller data
• If Agent doesn't Accept call it will go back to queue and Agent is put in System Not Ready state