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Five9 VCC
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Five9 VCC
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Users can configure Five9 Virtual Contact Center (Five9 VCC) dialer to your Campaign Manager application via API.
Note:
When new dispositions are added in Five9 VCC, you must manually edit the dialer and resync them in Campaign Manager.
Auto-sync is not performed when the dialer is deactivated. You can perform a manual sync if needed.
Click the Dialer Configuration icon from the System menu. The Five9 VCC Configuration screen appears.
Five9 VCC Configuration
The Five9 VCC Configuration page lists the following details:
Fields | Description |
|---|---|
Name | The name of the dialer that the application uses. |
Description | The description for the dialer. |
UserName | The username obtained from Five9 VCC to access the application. |
Sync Status | The Sync Status. Possible values are: Success - All entities from Five9 VCC are synchronized successfully with this Campaign Managerinstance. Failed - All or some entities are not synchronized with Five9 VCC. In Progress - The synchronize process is in progress. No edit operation is allowed during this process. |
Enable | The switch to enable a dialer as active or turn off as inactive. |
Actions | The Actions button to edit or delete the configurations. |
To add a new configuration, click Add Five9 VCC Configuration at the bottom right corner of the listing page.
Basic Configuration
The Basic Configuration tab appears with the following details.
Enter the Name of the dialer that the application uses.
Note:
You must not mention more than 60 characters or any special characters while adding a dialer name.
Enter the Description for the dialer.
Enter the UserName obtained from Five9 VCC to access the application.
Enter the Password obtained from Five9 VCC to access the application.
Click SAVE AND SYNC to synchronize the dialer with the Campaign Manager application.
Telephony – Business Outcome Mapping
This list of all Telephony Outcomes and allows users to map Business Outcomes to them. Once mapped, the Business Outcome is treated as a Telephony Outcome and processed accordingly within the Contact Strategy. This mapping is useful in scenarios where Business Outcomes should be handled like Telephony Outcomes. Example includes:
Direct Preview or Manual Campaigns
When AMD (Answering Machine Detection) fails
When agents manually set an AMD outcome
Perform the following steps to map the outcomes:
Go to Telephony – Business Outcome Mapping tab.
Select the Telephony Outcome and click Edit under the Action column.
From the dropdown list, select a Business Outcome to map.
Click Save to apply the mapping.
Note:
When a Business Outcome is mapped, it is removed from the Business Outcome Grid under System > Business Outcome. If the outcome is unmapped, it is added back to the grid.
Dialer Campaigns
The newly created dialer is listed in the Five9 VCC configuration page. Enable this dialer and Click Edit to continue.
Go to Dialer Campaigns tab. The following information populates in the Dialer Campaigns page:
Fields | Description |
|---|---|
Dialer Campaign | The campaigns downloaded from Five9 VCC are listed. |
Profile | The Profile used to create conditions in Five9 VCC to deliver a contact. |
List Name | List contains a set Five9 VCC of contacts to dial. Map the list to the dialer campaigns in Five9 VCC. Expand the List dropdown list to view its associated lists. The default list is marked with a green color, while other mapped lists are in red. |
Campaigns | The list of campaigns mapped to the dialer campaign. |
Queues
Go to Queues tab. All the queues mapped to this dialer appears:
Fields | Description |
|---|---|
Queues | The Queues mapped with the dialer campaigns are listed. |
Agents | The agents mapped to the Queue are listed. Expand the Agents dropdown to view its associated agents. |
Schedule
Auto Sync allows the system to synchronize data with the dialer at scheduled intervals. By default, this option is turned off.
Note:
Before turning on Auto Sync, perform a manual sync first.
Activate the Auto Sync option.
Select the appropriate frequency type from Schedule or Interval to define how often the Auto Sync runs.
Schedule: Runs the sync at a specific time of day.
Interval: Runs the sync repeatedly after a set number of minutes
If you select Schedule, enter the Trigger Time in UTC to set the specific time (in UTC) at which the Auto Sync must execute daily.
If you select Interval, specify the Interval in minutes to define how frequently the sync should run, for example, every 30 minutes.
Click Save to apply the settings. After a successful Auto Sync, old content is removed and replaced with the newly synced data.
Note:
Make sure the sync completes successfully and is validated.
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