Request support for issues with Five9, including login problems, call handling issues, or problems with voicemails, recordings, or queues.
Description and Details
This request is for technical assistance with the Five9 contact center system. It is used by Customer Service, DWR, the IT Service Desk, and other County teams to manage inbound and outbound calls, voicemails, and other citizen interactions. Common support issues include:
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Cannot log in to the Five9 application
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Calls not connecting or being dropped
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Voicemail or call recording not available
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Call queues not routing correctly
Please include your department, role (e.g., agent or supervisor), and a description of the issue when submitting your request. Some issues may be escalated to our contact center support vendor.
Who Can Submit This Request?
Any County employee who is currently assigned a Five9 account or works in a contact center role.
Required Approvals
No approval is required to request support.
Fulfillment Time Frame
Most issues are addressed within 1–2 business days. Critical call-routing issues may be prioritized sooner.
Support Contacts
For any questions, comments, or concerns, please contact the IT Service Desk.