Telephony connect (SIP trunk):

• Enables toll-free calling between Five9 agents and back-office workers using TetraVX
• Route & forward calls from TetraVX auto-attendant to Five9 agents or from Five9 contact center to specialist work groups outside the contact center

Address book & Presence States: 

• Agents have access to the consolidated directory for their contact center groups and TetraVX groups
• Directory includes contacts’ presence states: available, away, busy, offline
• Agents can search as well as filter the directory by groups/ roles /presence states

Contact Cards: 

• Agents can view detailed contact cards including name, email, department, phone number, company, location and time zone.
• Contacts need to have a 10-digit number in order to be called

Conference & Transfer: 

• Agents can place the customer on hold while calling a back-office expert
• Agents can transfer the customer to a back-office expert
• Agents can conference the back-office expert into the call

User Authentication:  

• Five9 integration with TetraVX provides auto authentication to TetraVX in order to eliminate a second login by the agent
• A Five9 admin configuration step is required to enable this auto-login