Five9

To process Five9 call outcomes within Data Cloud, you must first establish a direct data connection. This connection authorizes Data Cloud to ingest call disposition and interaction data from Five9 event subscriptions. After the connection is established, call data from the completed inbound and outbound interactions flows into Data Cloud, enabling you to correlate Five9 engagement data with other sources for a unified analysis.

The following section explains the steps to creating a connection with Five9.

Creating a Connection with Five9

Follow these steps to create a connection with Five9:

Important:

Ensure that Five9 Events Subscription Service (Five9 ESS) is configured in Acqueon Campaigns with Interaction event set to Dispositioned before creating a connection.

1. Navigate to Connections.

2. Click Add Connection. The Add Connection window is displayed.

3. Provide a name for the connection in the Connection name field.

4. Select Five9 from the Connector Type dropdown list. The following list of options is displayed.

   1. Org ID

   2. Domain ID

   3. Username

   4. Password

   5. Connection Type

5. Select the appropriate Org ID, which is a unique Organization ID (For example, 123456) in the Five9 Admin Console that identifies your Five9 account.

6. Select the Domain ID associated with your Org ID.

7. Provide your Five9 Admin Console credentials in the Username and Password fields.  

   Note:

   The Administrator must also have the Agent role assigned in Five9 Admin Console.
   

8. Under Connection Type, select the Voice checkbox. The Select dropdown list is displayed.

9. Click the Select field. The following checkboxes are available:

   1. Inbound

   2. Outbound

10. Select the checkboxes you want. The selected options are displayed in the Select field.

11. Click Test to verify the connection between Five9 and Data Cloud. After a successful test, a confirmation message is displayed.

    Note:

    If the test connection fails, recheck the entered details. Contact Five9 Support if you need help. For more information on Five9 Support, refer to this page.

12. Click Create. A confirmation message is displayed.
    At this stage, connection between Data Cloud and Five9 is established, and a Five9 source is created automatically.

For information on Five9 source, refer to this topic.