Five9 - Zendesk Changing Your Status
Your status determines your ability to process calls and receive voicemail messages. When you log in, your status is Not Ready.
Important - Each time that you change your status, the timer returns to zero. Be sure to always select the appropriate option so that your work time is reported correctly.
To change your status, click the tab at the top of your adapter workspace:
- Ready options:
- Ready: Ready to work with all available channels.
- Ready for: Specific options. For example:
- Voice: Make and receive all types of calls but not voicemail.
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Voicemail: Receive voicemail but cannot make and receive calls.
- Not Ready options: Cannot receive calls but can make manual calls. You may need to select a reason, such as taking a break.
- Logging out: Softphone disconnected after you select a reason. You cannot make or receive calls and use voicemail.
You can also change your status ahead of time so that the change takes effect at the end of the current event.
Note: Your administrator may have set a delay of up to 59 seconds between your Not Ready selection and your effective state change to Not Ready. During that interval, you may continue to receive outbound calls. Once the delay expires, you no longer receive calls.
- To change from ready to not ready at the end of a call, select a Not Ready reason code during the call. You will be set to that status after you finish the call. In the meantime, the pending status is used by Five9 to route calls to other agents.
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To change from not ready to ready, select a Ready status, such as Voice or Call.
Your state determines your ability to process calls and receive voicemail messages. When you log in, your state is Not Ready.
Important: Each time that you change your state, the timer returns to zero. Be sure to always select the appropriate option so that your work time is reported correctly.
To change your state, click the tab at the top of your adapter workspace:
- Ready options:
- Ready: Ready to work with all available channels.
- Ready for: Specific options. For example:
- Voice: Make and receive all types of calls but not voicemail.
-
Voicemail: Receive voicemail but cannot make and receive calls.
- Not Ready options: Cannot receive calls but can make manual calls. You may need to select a reason, such as taking a break.
- Logging out: Softphone disconnected after you select a reason. You cannot make or receive calls and use voicemail.
You can also change your state ahead of time so that the change takes effect at the end of the current event.
Note: Your administrator may have set a delay of up to 59 seconds between your Not Ready selection and your effective state change to Not Ready. During that interval, you may continue to receive outbound calls. Once the delay expires, you no longer receive calls.
- To change from ready to not ready at the end of a call, select a Not Ready reason code during the call. You will be set to that state after you finish the call. In the meantime, the pending state is used by Five9 to route calls to other agents.
-
To change from not ready to ready, select a Ready state, such as Voice or Call.
Presence Sync
If your administrator enables and configures presence sync, you'll notice that Five9 and Zendesk agent statuses synchronize. When you change your status in one application, your presence status in the other application automatically changes to a mapped status.
For example, presence sync might be configured so when you set your status to Ready in Five9, your Zendesk status changes to Available.
Or, it might be configured so that if you change your Zendesk status to Away, your Five9 status automatically changes to Not Ready.
Federated Routing
If your administrator enables federated routing, you'll notice that when you accept an interaction in one application, your status automatically changes to a configured status in the other application, and then reverts when the you complete the interaction. The use of federated routing helps ensure that while you're handling an interaction in one application, you appear busy in the other application and you don't receive conflicting assignments.
Federated routing might be configured, for example, so when you accept a chat in Zendesk, your Five9 status automatically changes to specific status, such as Messaging, and then reverts to Ready once the chat is completed. Or when you accept a call in Five9, the Zendesk status could change to an offline status and then revert to Ready once you complete the call.