Five9 - Zendesk Receiving Calls

To receive calls, your state must be ready for voice. You may receive internal calls from other agents or supervisors, automated outbound calls made by the dialer, and inbound and queue callback calls from contacts.

When Preview Dialing is enabled for an outbound campaign, you see the details of the contact record and the campaign if applicable.

When you receive a call, you may see notifications such as these.

These messages are useful if you minimize or hide your adapter behind another application or if you use multiple monitors. These messages apply to all types of calls and contain specific information:

• Incoming outbound, inbound, internal, or other call: name or phone number and campaign.
• Incoming skill or personal voicemail: name or phone number and campaign.
• Reminder that is due.
• Internal chat or broadcast message: name and message.
• Maintenance notifications.

Depending on the type of call and the available information, you may see the call type, name, phone number, maintenance message, or an internal message. To show the adapter, click the notification.

You may have the option to decline the call. If you exceed the previewing time limit, the contact is dialed automatically. Process all calls as described in this section.

For more information, see Call Preview.

Queue callbacks are calls that you return after contacts who cannot immediately speak with an agent request a callback instead of remaining on the line until their turn arrives. A field in the softphone may indicate the nature of the call.

To modify the notification settings, click the cog in the corner. The figure on the right displays the Firefox options. You can delay or disable browser notifications at your convenience.

If you enabled the auto-answer options in your softphone, you receive calls automatically. If you have permission, you may reject ringing calls.

You might also receive personal calls directly to your extension. If you receive such a call while not ready for voice, you see a notification:

If you receive a personal call while on another call, the choices in the notification are Ignore Call and Park Call.