Working together is always more fun! We’re happy you’ve decided to integrate your Five9 data into our Playvox platform. Let’s walk through the configuration process so you can get on with creating the best possible customer experience.

Note: Before you get started, reach out to our Customer Success team to request access to our FTP Server. They’ll provide you with a unique username and password. You’ll need this later on in the process.

Create a Five9 Custom Report

The first thing you’ll need to do is create a Custom Report within Five9.

Important: This report is a crucial first step in order to collect the information we’ll need to integrate with our Playvox Platform. You won’t be able to start an integration without this custom report.

  1. Login to Five9 with your Five9 credentials.

2. Go to Dashboard & Reports.

3. Click on the Custom Reports tab.

4. Click Create New Folder.

5. Type Playvox as Folder Name.

6. Click OK.

Important: It is crucial that you label this folder as Playvox for the data to find its way to our platform.

7. Create New Custom Report

8. Select Call Log and click Next.

9. In the next step, we recommend choosing Tabular Report. Click Next.

10. Select the fields that are most important to your company but the following

fields are REQUIRED:

  • SESSION ID

  • AGENT EMAIL

  • TIMESTAMP

Then click next.

11. From here, you may adjust the report as desired.

12. Click Save to name your report.

Important: For Report Folder, make sure to select Playvox (the folder you created in Step 4. This is a crucial step!

Once you run the report, it will show up under the Playvox folder of your Custom Reports.

Connect to Five9 in Playvox

Now that you’ve set up your Custom Report, you can connect Five9 to Playvox.

  1. Login to Playvox with your Playvox credentials.

2. Go to Settings > Integrations

3. Click the green New button at the top right of the Integrations Settings page.

4. Click the Five9 Calls image from the Integrations page.

A new window will appear labeled Connect to Five9. Fill out the following information:

  • Name - Create a name for the Integration

  • Five9 User Name - Use your Five9 credentials here

  • Five9 password - Use your Five9 credentials here

  • Five9 Report Name - This is the custom report you created in Five9

Reminder: Your custom report MUST include the SESSION ID, AGENT EMAIL, and TIMESTAMP, and MUST be stored within a folder called Playvox.

Once connected, you will be brought to an Integration Settings page where you can decide which fields you would like to activate for Display, Filter, or both.

5. Activate or deactivate each field as a whole or individually in Display and Filter.

You can read more about interactions filters here.

After connecting Five9 to Playvox with all Integration Settings in place, Playvox will be able to bring in Call Data from Five9 Interactions.

Note: All Metadata fields marked as active will be imported from Five9 to Playvox (timestamp, agent email, etc.) for all calls 8 days old or newer. The audio recordings, however, will NOT be imported without an additional step.

Uploading Five9 Audio Files to Playvox

To fully benefit from this integration, we suggest you import audio files into your interactions by utilizing Five9’s Advanced Recording feature along with our SFTP server. You wouldn’t order a muffin and then throw away the sugar-coated, crumbly top - would you?!

  1. Go to Five9’s VCC (Virtual Contact Center - Administrator tool), and login with your Five9 credentials.

Note: You must have access to the VCC Administrator tool in order to import audios. This feature is not accessible via the website. If you do have access, you may download this tool from your Five9 start page.

  1. Login with your Five9 credentials.

  2. Go to Actions > Configure.

3. Then Exports > Advanced Recording

4. Click Add.

Note: For more information on this process, please refer to pages 53-54 of Five9’s Basic Configuration Guide.

A new window will appear labeled Add New Destination.

5. Fill in the following information.

  • Name: A descriptive name like “Playvox FTP”

  • Protocol: SFTP

  • Hostname: secure-audios.playvox.com

  • Port: 22

  • Username: Playvox will provide this unique username

  • Password: Playvox will provide this unique password

6. From here, you have the option to add a New upload rule.

A pop-up window will appear.

New Upload Rule

Filter Section:

  1. Create a name.

  2. Click add.

3. Select variables and conditions.

Destination Section:

Every time a recording matches the previously set criteria, it will be sent to the SFTP with a unique name.

4. Click Add to create a new recording filename pattern.

IMPORTANT: You must include the following in this order:

Destination: secure-audios.playvox.com

Delivery: Combined Recording-Per Call

  • Type: Constant

    • Value: five9

  • Type: Directory Delimiter

    • Value: /

  • Type: Call Variable

    • Value: Call_session_id

  • Type: constant

    • Value: .wav

Excellent work! You have now configured the incredible integration between Five9 and Playvox and are ready to take on the Customer Service world. We’re proud of you!

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