Configuration Steps

Set up in Campaign Manager

1. Connect the Campaign Manager instance to the Five9 domain by creating a dialer. See Five9 Dialer Configuration.

2. Create campaign groups. See Five9 VCC Group.

3. Create a contact strategy (voice, SMS, email). See Contact Strategy.

4. Create campaigns. See Create Campaign.

5. (Optional) Set up NPA-NXX and ZIP code datasets.

6. (Optional) Set up CPT, exclusion, and PEWC data.

7. (Optional) Create compliance rules and configure state laws.

8. Load customer contacts in Campaign Manager.

Set up in Five9

1. Create outbound campaigns with specific dialing modes and campaign profiles. Assign skills and dispositions.

2. Map agents to skills.

3. Map agent Campaign Manager campaigns to Five9 campaigns.

4. Enable call recording and disposition tracking.

5. Generate API keys for Five9 APIs.

6. Configure Campaign Manager to use Five9 APIs for campaign configuration, campaign retrieval, agent status, and contact uploads from Campaign Manager  into Five9.

7. Configure the Event Subscription Service (ESS) to send call disposition and other relevant events to the Campaign Manager destination.

8. Validate uploads in Five9. Test connectivity with sample calls, confirm that test events are generated, and verify that call log reports include call data.

SMS channel enablement

1. Create a Five9 Digital Server. See SMS.

2. Assign the Digital Server to campaigns. See Channel Settings.

3. Create and map SMS templates. See SMS Template Editor.

4. Enable opt-out keyword handling in Five9.

   Note:

   • Five9 SMS can be used only with a Five9 campaign that has SMS enabled.

   • Five9 SMS currently supports only one CLI or short code per campaign.

   • Responses to outbound SMS messages sent from Campaign Manager are received as inbound SMS messages on SCC. Currently, outbound and inbound SMS messages aren’t linked in the agent desktop or reports.

Email channel enablement

1. Create a SendGrid Digital Server. See Email.

2. Assign the Digital Server to campaigns. See Channel Settings.

3. Create and map Email templates. See Email Template Editor.

   Note:

   • To support agent routing for customer responses to outbound email, configure a Five9 inbound email ID in the Reply-To email address.

   • Responses to outbound email messages sent from Campaign Manager are received as inbound email messages in SCC. Currently, outbound and inbound email messages are not linked in the agent desktop or reports.

Monitoring and reporting

1. Use Campaign Manager dashboards to view campaign performance.

2. See Reports for historical reports, the performance dashboard, and data extracts.

3. Use Five9 call logs, agent reports, and Automatic Call Distribution (ACD) statistics.

4. View call dispositions and SMS delivery status in Five9.

5. See the Unified Reporting Guide with Five9 for details on how to use Five9 and Campaign Manager reports and datasets to manage outbound campaigns.