Five9 Phone Integration and Configuration Guide

This article describes the Five9 telephone integration within the FORTH system and how to configure it.

Integration Details

• Incoming call screen pop-up
• Ability to post CRM contacts into dialer campaigns using WebHooks
• Call Dispositions
• Click-to-Call

Setting Up Five9

Our Setup Team handles all Five9 setups. Please submit an email request to Support@setforth.com for assistance. Your email request must contain the following company details and Five9 account credentials:

• Company Name
• API Username
• API Password

Click-to-Call information:

• Outgoing Campaign Name (has to match the exact name of the campaign in Five9)
• Agent Username, Agent Password

Configuration Guide

This section describes how to configure the Five9 telephone integration within the FORTH system. It was developed for FORTH CRM Administrators and Five9 Administrators responsible for configuring and maintaining the integration. For detailed instructions on how to incorporate account-specific requirements, refer to the Five9 University courses available at https://community.five9.com/s/

This section of the article is organized into the following sections:

• Overview
• Prerequisites
• How to Access
• How it Works
• Troubleshooting / FAQ
• Assistance

Overview

The Five9 integration connects FORTH CRM with the Five9 Virtual Contact Center to automate call management. This configuration eliminates manual dialing and syncs contact data directly during inbound and outbound calls. It records agent call notes and dispositions in real time, reducing administrative errors. Implementing this setup improves agent contact rates and accelerates lead engagement across your team.

Prerequisites

• Your CRM account must have been signed up for a phone system integration. If you have not yet and are interested, please contact sales@setforth.com or call (630) 394-6260.
• Administrator role in FORTH CRM.
• Administrator account access to the Five9 VCC Admin application.
• Active Five9 account credentials, including Organization ID, API Username, API Password, and Domain Name (Get these from Five9).
• Active Five9 Dialer account setting enabled in FORTH CRM by your FORTH account representative.
• Google Chrome web browser.

How to Access

1. Log in to the FORTH CRM.
2. Navigate to Admin > Settings > Five9.

How it Works

Step 1: Configure Five9 General Settings in FORTH CRM

1. In FORTH CRM, navigate to Admin > Settings > Five9.
2. Enter the Five9 Organization ID into the Organization ID field.
   
3. Enter the Five9 API Username and API Password into the corresponding fields.
4. In the Contact ID Field, enter CONTACTID.
5. Retrieve your Domain Name from the top of the Five9 folder structure in the Five9 VCC Admin tool (This opens with your API credentials). Paste this value into the Domain Name field.
   
6. Leave the Outgoing Campaign Name field blank.
7. Select the Active/Running checkbox.
   
8. Click Save Settings.

Step 2: Map Users Between FORTH CRM and Five9 VCC Admin

1. Scroll down to the User Mapping section on the Admin > Settings > Five9 page.
   
2. Enter each agent's work email address in the Five9 Agent User Name field.
3. Enter the corresponding agent's password in the Five9 Agent Password field.
4. Open the Five9 VCC Admin tool, right-click the Users folder, and select Add User.
   
5. In the New User Properties window, select the General tab and enter the user details:
   

• First Name: Enter the agent's first name.
• Last Name: Enter the agent's last name.
• Email address: Enter the agent's corporate email address matching the Five9 Agent User Name in FORTH CRM.
• Password: Click the ellipses (...) button next to the Password field, and enter the password matching the Five9 Agent Password field in FORTH CRM.

5. Select the Roles tab, click Add, and assign the appropriate roles for the agent.
   
6. Click Save.

Step 3: Add Contact Fields in Five9 VCC Admin

1. In Five9 VCC Admin, expand the Contacts folder in the left navigation pane.
   
2. Right-click the Fields folder and select Add Contact Field.
   
3. Enter CAMPAIGN in all uppercase letters in the field name box, replacing the default text.
4. Click Save.
5. Repeat Step 3 to create the following fields in all uppercase letters:

• CONTACTID
• CONTACTSTAGE
• CONTACTSTATUS
• DATASOURCE

5. Repeat steps 1 and 2 above to create each of the following fields in all lowercase letters:

• city
• company
• email
• first_name
• last_name
• number1
• number2
• number3
• state
• street
• zip

The Contacts Fields should look like the image below:

Step 4: Set Up Five9 Connectors

Configure three connectors in Five9 VCC Admin: DPP Outbound Pop, DPP Inbound Look Up, and DPP Disposition.

Configure DPP Outbound Pop

1. In Five9 VCC Admin, right-click the Connectors folder and select Add Connector.
   
2. Keep the default Classic Connector selection and click Create Connector. 
   
3. Enter the connector title: DPP Outbound Pop. 
4. Enter the URL: [https://login.forthcrm.com/index.php](https://login.forthcrm.com/index.php) (or your account custom domain URL: https://[yourdomain][.forthcrm.com/index.php](https://.forthcrm.com/index.php)).
5. Set the Method to GET.
   

6. Add the required parameters:

   • Click Add Constant, set the name to module, set the value to contacts, and click OK.
     

   • Click Add Constant, set the name to page, set the value to view2, and click OK.
     

   • Click Add Field, select CONTACTID, and click OK.
     

   • DIn the parameters table, double-click CONTACTID in the Parameter Name column, rename it to cid, and press Enter.
     

7. Under Execution Mode, select In Browser.
8. Select Open in new browser window [...] and CTI Web Services / Current browser window.
   
9. Select the Triggers tab, and set the trigger to On Call Accepted.
   
10. Click Save (or click Apply to save progress).

Configure DPP Inbound Look Up

This connector opens the contact record in a new browser tab when a contact calls the configured Five9 inbound number and connects to an agent.

1. Right-click the Connectors folder and select Add Connector.

2. Select Classic Connector and click Create Connector.

3. Set the connector name to DPP Inbound Look Up.

4. Enter the URL: [https://login.forthcrm.com/index.php](https://login.forthcrm.com/index.php) (or your custom domain URL).

5. Set the Method to GET.

6. Add the required parameters:

   • Click Add Constant, set the name to module, set the value to contacts, and click OK.

   • Click Add Constant, set the name to page, set the value to lookup, and click OK.

   • Click Add Field, select CONTACTID, and click OK. Double-click CONTACTID in the Parameter Name column, rename it to cid, and press Enter.

   • Click Add Field, select ANI, and click OK. Double-click ANI in the Parameter Name column, rename it to phone, and press Enter.
     

7. Set Execution Mode to In Browser.

8. Select Open in new browser window [...] and CTI Web Services / Current browser window.

9. The DPP Inbound Look Up connector should appear as seen below, except for the URL.
   

10. Click Save.

Configure DPP Disposition

This connector sends call data back to FORTH CRM upon call completion, including agent name, call notes, and call outcome.

1. Right-click the Connectors folder and select Add Connector.

2. Select Classic Connector and click Create Connector.

3. Set the connector name to DPP Disposition.

4. Enter the URL: [https://login.forthcrm.com/post/five9.php](https://login.forthcrm.com/post/five9.php) (or your custom domain URL).

5. Set the Method to POST.
   

6. Click Add Field, highlight all fields, and click OK.

7. Ensure Execute Browser is unchecked.

8. In FORTH CRM, go to Admin > Settings > Five9. Locate the security token section and click Create One if a token does not exist. Copy the token.
   

9. Return to the connector in Five9 VCC Admin and click Add Constant.

   • Set the constant name to TOKEN.
     

   • Set the constant value to the copied token.

   • Click OK.

10. Set Execution Mode to Silently > Form submission.
    

11. Select the Triggers tab, set the event to On Call Dispositioned, and check all disposition checkboxes.
    

12. Click Save.

[INSERT SCREENSHOT: DPP Disposition connector properties window showing POST method, TOKEN constant, and trigger selections.]

Step 5. Map Dispositions

1. In FORTH CRM, go to Admin > Settings > Five9 and review the Disposition Mapping section.
   

2. Return to the Virtual Contact Center, and click “+” next to the Dispositions folder to see associated subfolders.

3. Right-click on the Custom Dispositions folder and select Add Disposition from the context menu.
   

5. Enter the disposition name and click OK.
   

6. Repeat for all remaining CRM dispositions.
7. In FORTH CRM, configure call attempt automation rules:
   • Assign On: (Item 1 below) Select a CRM user to assign the contact to when agents log this call disposition.
     
   • Exclude Statuses from Call Attempts: (Item 2 above) Select contact statuses that exempt records from automatic status changes based on dial attempts.
   • Status Changes with Multiple Attempts: (Item 3 above) Set automated contact status changes based on the number of completed outbound call attempts.
8. Click Save Settings.

Step 6. Create Webhook HTTP Post in FORTH CRM

This webhook transfers contact records from FORTH CRM directly to a Five9 dialing list.

1. In FORTH CRM, navigate to Contacts > Webhooks.

2. Click Add Webhook and configure the required settings:

   • Webhook Title: Enter Five9.

   • Execution Mode: Select Background job.

   • WebHook URL: Enter [https://api.five9.com/web2campaign/AddToList](https://api.five9.com/web2campaign/AddToList).

   • Port: Enter 0.

   • Method: Select POST.

   • Username and Password: Enter your Five9 API credentials.

   • Auth Type: Select Basic.

3. Set the field mapping parameters:
   

   • F9domain: Use the same domain name as populated in Step 1 in the Five9 General Settings section's “Domain Name” field.

   • F9list: This is the name of the List object in the Five9 VCC Admin tool to which the Contact records will be sent. For example, New Leads.

     • Check existing lists within the Lists folder or right-click the Lists folder and select “Add List” from the context menu to create a new one.
       

4. Click Save.

5. To distribute contacts across multiple Five9 lists, click Save as New and update the F9list value to match each list name.

Step 7. Create an Outbound Campaign in Five9

1. In Five9 VCC Admin, right-click the Campaigns folder and select Add Campaign.
   

2. Enter the campaign name and click OK.
   

3. Select Outbound and click Create Campaign.

4. Double-click the campaign to open its properties.

5. Select the Dialing Options tab. 
   

6. Under Action on Max Queue Time Expiration, select Play Prompt. 
   

7. Choose a prompt from the Prompt dropdown list.
   

8. Select the Connectors tab, click Add, select both DPP Disposition and DPP Outbound Pop, and click Add at the bottom left of the popup, and then Apply..

9. Select the Dispositions tab, click Add in the lower Disposition(s) section.
   

10. Select all relevant dispositions and click OK.
    
    

11. Go to the Lists tab and click Add.
    

15. Select the List and click OK to add. Multiple lists may be selected and added to a Campaign. The Lists tab should look like the image shown below.
    

16. Click Save to finish setting up the Campaign (see the red highlighted area in the image above).

Step 8. Set Up Google Chrome Extensions

Agents require three Chrome extensions for complete softphone and click-to-call functionality.

Configure Agent Softphone Station

1. Log in to the Five9 landing page and access the Agent station.

2. Follow the browser prompts to install the required station extension and component file.
   

3. Open Google Chrome, navigate to Manage Extensions, and confirm both Five9 station extensions are active.
   

Configure Five9 Click-to-Call Dialer Extension

1. Confirm that your FORTH representative activated the Five9 Dialer setting for your account.
   

2. Open Google Chrome and install the Five9 Plus Adapter for Agent Desktop Toolkit from the Chrome Web Store. (URL: https://chromewebstore.google.com/detail/five9-plus-adapter-for-ag/mhlnodcncaldmcjkkllohonbgigbjpkb)

3. Go to Manage Extensions in Google Chrome. Click the three dots next to "Five9 Plus Adapter for Agent Desktop Toolkit".
   

4. Open Manage Extensions in Chrome, locate the adapter, and click Details.
   

5. Click Extension Options.

6. In the IdP Login URL field, enter: [https://app.five9.com/clients/integrations/adt.li.main.html](https://app.five9.com/clients/integrations/adt.li.main.html).

7. Select the Floating Mode checkbox.
   

8. Click Save.

Troubleshooting / FAQ

Why do changes to the Five9 settings page in FORTH CRM fail to save? 

The Active/Running checkbox must be selected to save changes. Select the Active/Running checkbox on the settings page, and then click Save Settings.

Why does the contact record fail to open when an agent answers a call? 

Screen pop failures occur when parameter names do not match or when domain URLs are incorrect. Verify that the CONTACTID parameter is renamed to cid in your Five9 connector properties. If your agency uses a custom domain, verify that the connector URL uses https://.forthcrm.com/index.php rather than the default domain.

Why are call notes and dispositions not posting back to FORTH CRM?

Call data fails to post back when security tokens are missing or trigger events are unassigned. In FORTH CRM, go to Admin > Settings > Five9, generate a security token, and verify that the TOKEN constant in the DPP Disposition connector matches. Verify that all disposition checkboxes are selected under the connector Triggers tab.

Why are contacts missing from the Five9 campaign list? 

Contacts fail to populate when the webhook list parameter does not match Five9. Confirm that the F9list value in your FORTH CRM webhook matches the exact list name in Five9 VCC Admin, including spacing and capitalization.

Why is the Add button disabled under System Disposition(s) in Five9 Campaign Properties? 

The System Disposition(s) section does not support manual additions. Scroll down to the Disposition(s) section near the bottom of the tab, and click Add to assign dispositions.

Assistance

For further assistance, reach out to support@setforth.com.

• [ ] Shot 2: Five9 VCC Admin User Properties - Display completed General tab fields and assigned roles.
• [ ] Shot 3: Five9 VCC Admin Contacts Fields - Display custom uppercase and lowercase contact fields.
• [ ] Shot 4: Five9 Connector Properties - Display DPP Outbound Pop and DPP Inbound Look Up parameters, execution modes, and triggers.
• [ ] Shot 5: Five9 DPP Disposition Connector - Display POST URL, TOKEN constant, silent form submission, and disposition triggers.