Five9-RTG Integration Configuration

Five9 Configuration Steps

In order for a customer to use the Five9 integration, this integration must be defined for the customer's tenant.

As the first step, the admin needs to login to the desired environment as a host and enable the Five9 feature for the tenant who will use this integration.

1. Login as host.
2. Enter the Tenants page under Saas.
3. Next to the desired tenant's name, click on the Actions button and then Features.
4. Five9 integration feature can be seen on the opened page and should be enabled here.

One the integration is assigned to the tenant, the admin should make the required settings on tenant's side.

5. Login as the tenant.

6. First step is to create the 2 credentials required for Data Flow. First one is the LDM credentials in order to count license usages. Second one is the Knovvu Analytics credentials in order to identify that Data Flow will be working with Knovvu Analytics.

7. Enter Credentials under Data Flow.

8. Click on New Credential to create LDM credentials.

   • Enter Name, LDM Api ClientId and LDM Api Client Secret in the following format LDMSubscriptionName.ApiClient.xxxx generated while creating this tenant in LDM. If you do not know tenant's LDM information, you may contact salesoperation@sestek.com.
   • Token Service Address should be https://identity.ldm.knovvu.com/connect/token
   • Grant Type should be client_credentials
   • Scope should be Ldm_integration

   

9. Click on New Credential again to create Knovvu Analytics credentials.

   • Enter tenant name, clientID and client secret used to access Knovvu Analytics' APIs in the following format CA.TenantName.Analyzer. If you do not know tenant's CA credentials, you may contact salesoperation@sestek.com.
   • Token service address must be identity server URL with /connect/token added, according to the knovvu Analytics environment used e.g. https://identity.ca.eu.knovvu.com/connect/token
   • Grant Type should be client_credentials
   • Scope should be CAExternal
   Warning

   CA clientID must be as Analyzer.

   

Once credentials are created admin should edit the project used for the integration.
10. Enter the relevant Data Flow project. The project used for Five9-Real Time Guidance integration is ca-online.

11. Enter SR Http node.

    • Address should be http://core-sr-{model_title}
    • Pick the LDM credential created in the previous steps as Credential id
    • Add the language models that is required for the customer.
    Do not forget to edit both SR Http nodes in the project.

    

12. Enter CA Realtime node

    • Enter Knovvu Analytics URL that will be used by the customer e.g. https://ca.eu.knovvu.com
    • Pick the CA credential created in previous steps as Credential id.

    

As the final step, the tenant's Five9 information should be entered in the Settings page.

13. Go to Settings page under Administration. The information that needs to be entered for the Five9 integration to work can be seen below under the Five9 Integration tab.
    • Client Id, Client Secret, Organization Id, Organization Name, Group Id, Group Name are the customer's Five9 information and should be transmitted by the customer.
    • Source Name should be the name of the project e.g. ca-online
    • Product should be CA
    • Product Client Id and Product Client Secret are the credentials used to access Knovvu Analytics' APIs created by the sales operations team.
    Warning

    CA clientID must be as Customer.

    • Region is the user's Five9 region.
    • License Credential is the LDM credential name created in previous steps.

Once all these steps are completed, Five9-Real Time Guidance integration is ready to be used by the customer.