Five9 Set Up Guide

This guide is intended to assist with setting up a basic configuration to enable FORTH’s Five9 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 guide is organized into the following sections:

• Five9 Settings

• Adding Contacts Fields

• Set Up Connectors

• Add Dispositions

• Create HTTP Post

• Create Campaign

• Set Up Chrome Extensions

• Index: Five9 University - Campaign Set Up

Five9 Settings

(NOTE: You must obtain login credentials (API username and APU password) and your Organization ID from Five9 directly.)

1. Obtain login credentials (Username and Password) and the Organization ID from Five9

2. Navigate to the Admin Tab > Settings > Five9 in the CRM

3. Enter the Organization ID provided by Five9 (see the first red highlighted area below).
   

4. Enter the API Username and API Password provided by Five9 into the corresponding fields (see the second red highlighted area in the image above).

5. For the Contact ID Field, enter “CONTACTID”

6. Retrieve the Domain Name from the top of the folder structure in Five9 (see screenshot). The same credentials populated in the API Username and API Password fields above are used to log in to the VCC Admin tool. The domain name can be copied using CTL+C after selecting it in the tool.
   

7. The “Outgoing Campaign Name” field can be left blank.

8. General Settings should look similar to the image shown below.

9. Click on “Save Settings” (NOTE: the “Active/Running” checkbox must be selected to save changes).
   

• User Mapping

1. The users to be set up in the Five9 VCC Admin tool must be displayed in the User Mapping section.

2. The user’s work email address should be populated in the “Five9 Agent User Name” field.
   

3. Right-click on the Users folder and select “Add User” from the context menu.
   

4. Enter the following information into the “General” tab of the “New User Properties” window.

   • First Name - User’s first name

   • Last Name - User’s last name

   • Email address - User’s work email address from the User Mapping > Five9 Agent User Name field in the CRM. This field matches user data between the Five9 application and the FORTH CRM.

   • Password - click the ellipses (three-dots) next to the Password field and enter the password. It must match the password in the User Mapping > Five9 Agent Password field.

   • The “General” tab should appear similar to the image shown below.
     

5. Go to the Roles tab and add role(s) by clicking Add and selecting the appropriate role from the list shown.
   

6. Click ‘Save’ to finish setting up the user profile.

Adding Contacts Fields

1. Log in to the VCC Admin tool using credentials provided by Five9.

2. Go to the Contacts > Fields folder.
   

3. Right-click the Fields folder and select “Add Contact Field” to add new fields.

4. Add the following field in all caps in the New Contact Field, replacing the current name: CAMPAIGN. Click Save.
   

5. Repeat for the fields listed below:

   • CONTACTID

   • CONTACTSTAGE

   • CONTACTSTATUS

   • DATASOURCE

6. Repeat for the fields listed below (in all lower case):

   • city

   • company

   • email

   • first_name

   • last_name

   • number1

   • number2

   • number3

   • state

   • street

   • zip

7. The Contacts Fields should look like the image below:
   

Set Up Connectors

Set up the three following connectors: 

• DPP Outbound Pop 

• DPP Inbound Look Up

• DPP Disposition

DPP Outbound Pop

This connector automatically opens the Contact file in a new browser tab when the Contact is dialed from a running Campaign and connected to an available Agent.

1. Begin by right-clicking on the Connectors folder and selecting “Add Connector.”
   

2. Leave the “Classic Connector” default selection and click “Create Connector” to proceed.
   

Once created, a connector can be edited by double-clicking the connector name in the list of existing connectors in the right pane or by right-clicking the connector and selecting “View Properties of <name>” from the context menu.

3. Enter the URL: https://<client domain>.forthcrm.com/index.php. For example: https://login.forthcrm.com/index.php

   Note: The URL may differ depending on if the account has a custom domain. If a custom domain is not set up, use https://login.forthcrm.com.

4. Enter the Method as “GET” (See the first arrow below).
   

Tip: Click “Apply” to save progress at any time.

5. Add three parameters as illustrated below

   1. Click Add Constant (see the second arrow shown in the image above).

      • Constant name: module

      • Value: contacts

      • Click OK to save
        

6.  
   1.  

      • Constant name: page

      • Value: view2

      • Click “OK” to save
        

2. Now click Add Field, and then select the field “CONTACTID” created earlier.
   

3. Click “OK” to save.

4. Double-click the “CONTACTID” parameter name in the Parameter Name column, delete “CONTACTID” and replace with “cid”.
   

5. Click ‘Enter’ to save.

Tip: The connector window can be resized by click-and-dragging on the outer edge of the window.

6. Execution Mode: In Browser

   1. Select “Open in new browser window [...]”

7. CTI Web Services - Current browser window

8. The DPP Outbound Pop connector should appear as shown below, except for the URL.
   

9. Finally, go to the “Triggers” tab and select “On Call Accepted” from the dropdown menu.
   

10. Click Save at the bottom of the page to complete the connector setup.

DPP Inbound Look Up

This connector enables the automatic opening of the Contact’s file in a new browser tab when the Contact calls in using Five9's configured Inbound number, and the call is transferred to an available Agent.

1. Follow Steps 1 - 4 in DPP Outbound Pop for setting up this connector

2. Set the connector title to DPP Inbound Look Up

3. Add three parameters as illustrated below

   1. Click “Add Constant”.

      • Constant name: module

      • Value: contacts

      • Click “OK” to save

   2. Click “Add Constant”.

      • Constant name: page

      • Value: lookup

      • Click “OK” to save

   3. Click “Add Field,” then select the field “CONTACTID.”

      • Click “OK” to save

      • Double-click the “CONTACTID” parameter name in the Parameter Name column, delete “CONTACTID” and replace it with “cid”

   4. Click “Add Field”, then select the field “ANI”.

      • Click “OK” to save

      • Double-click the “CONTACTID” parameter name in the Parameter Name column, delete “CONTACTID” and replace it with “phone”
        

4. Execution Mode: In Browser, and then select “Open in new browser window [...]”

5. CTI Web Services - Current browser window

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

    

DPP Disposition

This connector enables the receipt of data back into the CRM upon call completion, e.g., Agent username, call notes, call disposition, etc.

1. Create a new connector, “DPP Disposition”.

2. Enter the URL: https://<account domain>.forthcrm.com/post/five9.php. For example https://login.forthcrm.com/post/five9.php

Note: The URL may differ depending on if the account has a custom domain. If a custom domain is not set, use https://login.debtpaypro.com 

3. Enter the Method: POST

4. Click “Add Field” and highlight all of the fields. They can all be highlighted simultaneously by clicking on the top field and dragging down.
   

5. Do not check the “Execute Browser” for this connector

6. Go into the Admin tab in the CRM > Settings > Five9

7. If one doesn’t already exist, click on “Create One” (see highlighted area in the image below).

   

8. In the DPP Disposition connector, click on “Add Constant.”

•  
  • Constant Name: TOKEN
  • Constant value: Copy and paste the token from the Five9 settings. Click "OK" to save.
    
  • Set Execution Mode to Silently > Form submission
  • The connector should appear as below, except for the URL:
    

11. Click the “Triggers” tab, and set the On Call Event to: “On Call Dispositioned.”

12. Select all dispositions by clicking on their adjacent checkbox, one by one. Then click "Save" to complete the connector setup.
    

Add Dispositions

1. Go into the Five9 settings in the FORTH CRM for your account. 

2. Review the dispositions currently set up in the “Disposition Mapping” section.
   

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

4. 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 the remaining dispositions in the Five9 “Disposition Mapping” settings.

Assign On

(See Item 1 in the image below)  This setting allows you to assign the CRM user to the Contact upon receipt of the specified call disposition.

Exclude Statuses from Call Attempts

(See Item 2 in the image below) With this setting, if a Contact is in one of the statuses selected, their status will not be automatically updated based on the number of call attempts.

Status Changes with Multiple Attempts

(See item 3 in the image below)  With this setting, you can automatically update the Contact's status based on the number of outbound call attempts to reach them.

Create HTTP Post

This enables the sending of contact information from FORTH CRM to a Five9 List. Contact records populated in a List will be dialed during a running Campaign (see the “Create Campaign” section below).

1. In the FORTH CRM, go to the Contacts tab > Webhooks

   • Webhook Title: Five9 

   • Execution Mode: Background job

   • WebHook URL: https://api.five9.com/web2campaign/AddToList     https://messaging.ps.five9.com

   • Port: 0

   • Method: POST

   • Username and Password: Use the credentials provided by Five9

   • Auth Type: Basic

2. Set up the fields as below except for “F9domain” and “F9list,” the instructions for which are provided below the illustration shown here.
   

3. “F9Domain” - Use the same domain name as populated in Step 1 in the Five9 General Settings section's “Domain Name” field.

4. “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.
     

5. Set the “F9list” value to match the needed list title within the Lists folder.
   
   NOTE: Multiple Webhook Posts may need to be set up to distribute Contacts files to different Lists. If so, click Save as New towards the bottom of the Webhook Post page and change the “F9list” value to match the List name in the Five9 VCC Admin tool.
   

Create Campaign

• Outbound Campaign

1. Right-click on the Campaigns folder and select “Add Campaign” from the context menu.
   

2. Enter the name for the campaign and click “OK”.
   

3. Select “Outbound” and click on “Create Campaign”.

4. Double-click the campaign to bring up campaign properties.

5. Click on the tab titled “Dialing Options”.
   

6. Click on the “Action on Max Queue Time Expiration” dropdown menu and select “Play Prompt.”
   

7. Click on the “Prompt” dropdown menu and select any prompt, for example “EIGHT”.
   

8. Click on the “Connectors” tab,

9. Click on “Add”
   

10. Select the “DPP Disposition” and “DPP Outbound Pop” connectors, then click OK

11. Go to the Dispositions tab (see red arrow below).
    

12. The "Add" button in the "System Disposition(s)" section, will not become active. Click Add in the “Disposition(s)” section near the bottom of the page.
    

13. Highlight the list of dispositions and click OK.
    

14. Go to the Lists tab and click Add.
    

15. Select the List and click OK to add. Multiple 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).

Set Up Chrome Extensions

The Five9 integration requires installing three Google Chrome extensions: two for the Softphone Agent Workstation and a separate one for the Click-to-Call dialing widget.

• Agent Softphone Station

2. Upon accessing the “Agent” station from the Five9 landing page, it will automatically prompt you to install the required extension and file:
   

3. Follow the steps to install in the respective setup wizards.

4. Upon completion of the setup, the extensions shown below should be installed and active. This can be confirmed by going to Google’s “Manage Extensions.”
   

• Five9 Click-to-Call

1. The “Five9 Dialer” account setting must be enabled by your FORTH representative:
   

2. Download and install the “Five9 Plus Adapter for Agent Desktop Toolkit” browser extension. (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. Click on “Details” in “Five9 Plus Adapter for Agent Desktop Toolkit”.
   

5. Click on “Extension Options”.
   

6. Populate the “IdP Login URL” field as: https://app.five9.com/clients/integrations/adt.li.main.html
   

7. Click on the “Floating Mode” checkbox if it’s not already enabled, and then click Save to complete the setup.

Index: Five9 University - Campaign Set Up

For an in-depth guide on setting up Campaigns in the VCC Admin tool, go to https://www.five9.com/, and log in to the Cloud Contact Center.

• Click on “Support and Training”.
  

• Click on “Five9 University” in the header located at the top of the page.
  

• On the “Administrators” icon, click on “View Courses.”
  

• Click on the “Outbound Administrator” or the “Inbound Administrator” course folder, depending on the campaign type required.
  

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