Five9 Settings

  • Updated on Sep 2, 2024
  • Published on Sep 2, 2024
  • 1 minute(s) read
  • Eda Koçarslan
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Warning

This is an internal document and is for Sestek employees only, and will not be accessible if shared with other parties.

In order to provide the integration between Knovvu Analytics and Five9 VCC (Virtual Contact Center), the necessary configuration settings described below must be completed.

Five9 Admin Portal Settings

  1. Go to Home page in your Five9 admin portal.
  2. Click on Event Subscriptions tile.

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  1. This is the page to create the webhook connection to receive call events (event notifications). Click on Create button on the top right corner in the page.
  2. Give a name to the subscription, such as Knovvu Analytics Webhook. Delivery method should be HTTPS and HTTP method should be POST.

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  1. As URL endpoint, the URL of the deployed Five9 Producer service should be entered. The format of the URL should be as follows, depending on the cloud environment of Knovvu Analytics and tenant name: https://ca.eu.knovvu.com//integration/five9-producer/variation-name/api/Five9Data
  2. Events Group should be InteractionEvent.
  3. Click on Configured button next to InteractionEvent.

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  1. The settings should be as follows:

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  1. Under InteractionEvent, RecordingRetained event should be enabled. This enables RecordingRetained event to be send to Knovvu Analytics via webhook connection.