Prerequisites

An active Five9 VCC platform license must be available.

An active Campaign Manager platform license must be available.

API credentials for both platforms must be configured.

Admin access to both platforms must be provided.

An SMS gateway must be configured, if applicable.

Users must configure the following resources for a Five9 domain connected with a Campaign Manager tenant:

• Contact fields

• Skills

• Profiles

• Dispositions

• Campaigns

Campaign Profiles must be created for all Outbound campaigns and Auto Dial.

A separate Event Stream Service (ESS) stream must be configured on Five9 VCC for each VCC domain or each Campaign Manager instance, depending on the deployment scenario.

• If there is one Five9 domain and one Campaign Manager instance, one ESS stream must be configured.

• If there are two Five9 domains and one Campaign Manager instance, two ESS streams must be configured. Each stream must connect from its respective Five9 domain to the same Acqueon instance.

• If there is one Five9 domain and two Campaign Manager instances, two ESS streams must be configured. Both streams must originate from the same Five9 domain, with each connecting to a different Acqueon instance.