Five9

Five9 setup

Requirements

To connect with Cyclr, you need a valid set of Five9 credentials.

Five9 recommend using the credentials of a user with the Virtual Call Center supervisor role. This user needs to have the relevant permissions enabled to allow them to send requests to the Five9 API. You can find more information about permissions in the Users chapter of the Five9 Virtual Contact Center Basic Administrator’s Guide.

Cyclr setup

Account setup

Cyclr asks you for the below values when you install the Five9 connector into an account:

Note: You can use different details for different accounts.

Enhanced Object Category setup

To use the statistics category of methods, you need to make a copy of this category for each set of statistics that you want to use. For more information, see the copy a category section of the Enhanced Objects page.

Statistics category

The Statistics category of methods is an Enhanced Object Category. To use these methods, you need to make a copy of this category for each set of statistics that you want to use. For more information, see the copy a category section of the Enhanced Objects page.

Manage sessions

The Five9 connector needs a session to be active for you to make requests to the API. This session is a connection between Cyclr and the Five9 API. You can only have one active session per account. The session times out if you don't make a request to the API within a specified time period.

Create a session

Create a session by using the Sessions > Set Session Parameters method. The Rolling Period and Statistics Range parameters define how statistics are returned from the API for requests in the session. The time out duration is defined by the Idle Time Out parameter, this will default to 180 seconds if not set.

If a session is already active when this method is called, the already active session updates with a new session with the set parameters. If no session is active when this method is called, a new session starts.

Check session status

Check the status of a session by using the Sessions > List Session Parameters method. When placed in a cycle, this method has true/false exits that reflect the status of the current session:

• If there is an active session, the method returns the session parameters and exits through the true exit.

• If there is no active session, the method exits through the false exit.

Maintain a session

To permanently maintain an active session using a cycle:

1. Create a cycle with the following Five9 methods from the Sessions category:

2. In the cycle, select Step Setup for the Set Session Parameters method.

3. Set any required parameters and set the Idle Time Out parameter to 1800.

4. Select Close.

5. Select Run > Repeat.

6. Set Run this cycle every to 15 minutes.

7. Select Run Now.