Five9 Integration

Five9 Integration

Overview

Use this guide to connect Five9 to Genfin so call recordings and call metadata can be sent to Genfin for transcription, scoring, and analysis. Five9 sends recordings to a Genfin-managed S3 inbox using Five9 Advanced Recording Upload rules.

Prerequisites

  • Admin access in Five9 to manage Advanced Recording Upload destinations and upload rules.
  • Access to the Five9 Admin Console and the VCC Administrator via Web application. For US domains, this is typically available at https://admin.us.five9.net/ . Use your regional Five9 Admin Console URL if your domain is not in the US.
  • Advanced Recording Upload enabled for your Five9 domain. If you do not see the Advanced Recordings area in VCC Administrator, contact your Five9 administrator or Five9 representative.
  • Call recording enabled in Five9 for the campaigns, agents, or call types you want Genfin to analyze.
  • Your Genfin organization account.
  • Five9 S3 credentials from Genfin.
  • Genfin will provide:
    • S3 Bucket
    • Destination Path / Prefix
    • AWS Region
    • Access Key ID
    • Secret Access Key

1. Get Five9 S3 Credentials from Genfin

Contact Genfin support or your Genfin account team and ask to provision the Five9 integration for your organization.

Genfin will send a one-time credential set for Five9. Copy the Secret Access Key somewhere safe when you receive it. It cannot be retrieved again. If it is lost, Genfin will need to deprovision and reprovision the integration.

2. Open Advanced Recording Upload in Five9

  1. Go to the Five9 Admin Console. For US domains, use https://admin.us.five9.net/ . For other regions, use the Admin Console URL provided by Five9.
  2. Sign in with a Five9 user that has permission to administer recording exports.
  3. Launch VCC Administrator via Web from the Admin Console application launcher or homepage card.
  4. In VCC Administrator, go to the Actions menu -> Configure
  5. In the Export tab, Select Advanced Recordings.

3. Create an Amazon S3 Upload Destination in Five9

  1. In the Destinations section, click Add.
  2. Give the destination a clear name, such as Genfin.
  3. Select Amazon S3 as the transfer protocol.
  4. Configure the destination with the values provided by Genfin:
  • Protocol: Amazon S3
  • S3 Bucket: GENFIN_S3_BUCKET
  • Prefix / Destination Path: GENFIN_DESTINATION_PATH
  • Region: GENFIN_AWS_REGION
  • Access Key: GENFIN_ACCESS_KEY_ID
  • Secret Key: GENFIN_SECRET_ACCESS_KEY
  1. Use Five9's Test button to confirm the destination can write to S3.
  2. Save the destination.

Leave optional settings at their defaults unless Genfin gives different instructions. In particular, do not change filename or naming-convention options unless Genfin asks you to.

4. Add a Five9 Upload Rule

  1. In the Upload Rules section, click Add.
  2. Give the rule a clear name, such as Genfin Recording Upload .
  3. In the Filter section, choose the calls you want Genfin to receive.
  • To send all recorded calls, use a broad condition such as Call.call_id  greater than 0 .
  • To send only specific campaigns or call types, configure the appropriate Five9 filters.
  1. In the destination section, click Add.
  2. Select the Genfin S3 destination created above.
  3. Set Delivery to Individual Recordings - Entire Call.
  4. Set the recording filename pattern to match this template exactly:

rec-{Recording.id}_session-{Call.session_id}_call-{Call.call_id}_campaign-{Call.campaign_id}_agent-{Agent.id}_email-{Agent.user_name}_ts-{Call.start_timestamp}_ani-{Call.ANI}_dnis-{Call.DNIS}_dur-{Recording.length}_disp-{Call.disposition_id}_type-{Call.type}.wav  

  1. Save the destination settings.
  2. Save the upload rule.

5. Verify and Test

Make a test call that is at least 2 minutes long, then confirm:

  • The call is recorded in Five9.
  • The Five9 upload rule applies to that call.
  • The upload destination test succeeds.
  • The recording appears in Genfin within several minutes after the call ends.

Genfin polls the Five9 inbox on a schedule, so recordings may take a few minutes to appear.

Troubleshooting

  • You cannot find VCC Administrator via Web: Confirm your Five9 user has access to the VCC Administrator application. A Five9 administrator may need to grant application access.
  • You cannot find Advanced Recordings: Confirm Advanced Recording Upload is enabled for your Five9 domain.
  • Test Connection fails: Confirm the S3 Bucket, Destination Path, Region, Access Key ID, and Secret Access Key match the values provided by Genfin. If the secret key was lost, ask Genfin to reprovision the integration.
  • No recordings appear in Genfin: Confirm the upload rule is saved, the rule filters include the test call, recording is enabled in Five9, uploads are not paused, and the test call is at least 60 seconds long.
  • Recordings upload but do not process: Confirm the filename pattern matches the Genfin template exactly.
  • Some agents are missing: Confirm the Five9 rule includes those agents/campaigns.
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