Receiving Calls in the Phone Queue

 

Calls within the DTA Assistance Line are transferred to staff based in the First Available Worker (FAW) model. FAWs assigned to the Phone Queue become part of the statewide Assistance Line via the Five9 Agent Desktop Plus application. This platform is fully cloud based and does not require a phone connection. Instead, staff will connect their headsets to their laptops to hear and speak to clients.

Five 9 is accessed through the user’s Google Chrome or Microsoft Edge browser. It is recommended that staff bookmark the page and make a shortcut on their desktop for quick access. Usernames, passwords, and Station ID numbers are given to users via email prior to their first shift.

 

Note

BEACON and Five9 are separate systems and do not communicate with one another. Being logged into and available in one does not log you into or update your status in the other. See DTA Staff: Updating Your Status in BEACON.

 

Logging in to Five9 Agent Desktop

To log in to the Five9 system to begin your phone queue shift:

  1. Access the Five9 login page at login.five9.com and enter your username and password and click “Log In”. Your username will be your mass.gov email in all lower case.

  2. Select “Agent” from the home page.

  3. Select “WebRTC” as your station type, then type in your station ID number then click “Next.” Every FAW has their own Station ID.

  4. You will hear a 3-tone beep and see the Station Check page appear. Make sure your microphone and speaker (or, a headset, which has both) are connected and click “View My Dashboard”

  5. The Agent Dashboard will appear. When you log in, the system will automatically place you in “Not Ready” status.

 

Important

You may receive a pop up in your web browser asking to allow this website to use the microphone, be sure to click “Allow.”

 

You must only be logged into the Five9 software during the hours that you are assigned to the phones. Do not log in before the start of your assigned shift. When your phone shift ends you must fully log out of the Five9 software.

 

Availability to Receive Calls

In the upper left-hand corner of the screen is a Ready / Not Ready state drop down. When a Not Ready state is selected, the drop-down panel is red. When a Ready state is selected, the panel will be green, and you will be available to receive calls.

When you complete a call, Five9 automatically leaves you in a Ready state. To give yourself some time to perform follow-up work, switch your ready state to “Completing Call\Ticket” while on the call and Five9 will add this as a Pending State.

 

 

Receiving Calls

The IVR system recognizes two types of inbound calls: authenticated clients and unauthenticated clients.

Calls from Authenticated clients will display their name, APID, and language on the Call screen.

 

Note

SNAP-only cases that authenticate can be served faster by copying and pasting the ClientID from the Call screen in Five9 into BEACON.

 

When you are speaking to a client through the DTA Assistance Line who wishes to discuss case-specific information, you must verify the caller’s identity to ensure client confidentiality.

If the information the client provides is not correct and identity has not been confirmed or is otherwise questionable, please contact FIDM or the Procedural Mailbox for further instruction. This occurrence must be noted in the BEACON Narrative.

 

Answering Calls

When you are in a Ready status and receive an inbound call, you will be brought to the Call tab where you will be able to see the phone number of the incoming call, the inbound campaign type, and client information.

Click Accept to answer the phone call and connect with the client. Once connected, you will see media controls that allow you to place the client on hold, transfer the call, mute yourself, create a conference call, and end the call.

If the call is a scheduled interview, or the client has authenticated, the Interaction tab will show the client’s first and last name, their Agency ID (APID), as well as the client’s preferred language.

The disposition history will show any recent calls the client has made and the disposition reason for each previous call. It may be helpful to briefly review this information to get an idea as to the reason the client may be calling.

 

Putting Callers on Hold

If you must conduct research or consult other staff including a supervisor, put the client on Hold by clicking Hold under media controls. Always inform the caller that you are placing them on hold before doing so; they will hear music during the hold. To pick up the call again, click the Retrieve button

 

Note

Do not use the mute feature as a replacement for Hold. The Hold feature is a courtesy for the client.

 

Conference Calls

You must create a conference call if the caller needs a translator. A conference call may also be necessary if bringing in a supervisor, obtaining a Telephonic Signature, or working with a third party to assist a client in obtaining verifications. Always inform the caller that you are creating a conference call before doing so. A conference call may be created by selecting Conference under media controls.

In the conference screen, enter in the phone number of the party you wish to invite to the conference, or use the contact list. Select Warm or Cold depending on the type of conference you want to initiate.

Warm conference calls give you a moment to talk to the other party before they join the conference. This is useful for catching the third party up on the situation and case details. Click Initiate Conference to connect to the third party; click Add Participant to finish adding them to the call.

Cold conference calls immediately connect the other part to the current call. This is recommended for the Telephonic Signature Line. Click Complete Conference to join the call together.

 

Ending a Call

When you have finished assisting the client, best practice is to ask the client if there is anything else you can help them with; if not, hang up first to allow the client to answer an automatic feedback survey following the call. You may select End Call to end the call. If the client hangs up the call first, you will receive a pop up in the bottom right corner of your dashboard stating the caller disconnected.

Once the call has ended, you will see that you are now in an After Call Work status as well as a timer indicating how long you have been in this status.

Once you have completed all of your work in BEACON and written a narrative, you can select the disposition reason for the call that best applies.  Select Set Disposition to view the list of disposition reasons.

Once you select the disposition reason, you will immediately receive another phone call from the queue (unless you have put yourself into a not ready status before setting a disposition reason).  

 

Important

There is no countdown timer between calls. You will only receive another call once you have selected a disposition reason.

 

 

Ready / Not Ready status

There are 8 different Ready / Not Ready states available to choose from in the drop-down panel. When not ready to receive calls, select the appropriate reason given your situation.

  • Ready (Voice, VM): Ready to receive an incoming call or a Voice Mail.

    • Note: Only SAO staff will have the VM option.

  • Completing Call\Ticket: Not Ready, completing work on a call.

  • Consulting Supervisor: Not Ready, speaking with a supervisor for assistance.

  • Other: Not Ready, other reason not included in the list.

  • Outbound Calling: Not Ready, completing an outbound call to a client.

  • End of Shift: Not Ready, end of phone queue shift.

  • Break: Not Ready, taking a break.

 

 

Logging Out

Upon completion of your final phone call action of your shift, you must log out of the Five9 application. To do this:

 

Important

There are a limited number of phone queue spots. It is very important to log out any time you end your shift or leave the phone queue, so as not to prevent others from logging in when they are scheduled.  

 

Outbound Calls from the DTA Assistance Line

The DTA Assistance Line has the capacity to place automated outbound calls.  A batch narrative will document all automated outbound call attempts the same evening to indicate whether the call was successful. Outbound calls occur for SNAP clients with scheduled telephone appointments. A call is placed to them at the time of their scheduled appointment.

 

Note

The DTA Assistance Line places automatic outbound calls to clients at their scheduled interview time using their primary phone number.

 

If the outbound call is successful, the client will be routed to the First Available Worker in the Phone Queue. You must validate these calls by asking the client for their full name, SSN or APID, date of birth, and address. Any address known to BEACON (residential, permanent, or mailing) shall be considered acceptable for client authentication purposes.

 

Five9 Agent Quick Start Guide

Five9 Agent Overview Job Aid

Telephonic Signatures

DTA Assistance Line

Answering and Ending Phone Calls

 

  Last Update:  August 3, 2023