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This is a verified product documentation article. For case-based resolutions articles, please reference the Knowledge Base section of Invoca Community.
stevestormoen
Employee
Employee

This is the third article in a series teaching you everything you need to set up, support, and succeed with the Invoca for Five9 integration.
 

  1. Integration Overview 
  2. Sending Invoca data to Five9 (PreSense) 
  3. Sending Five9 data to Invoca (Reporting) (You are here)

As we discussed in the Invoca for Five9 integration overview, you can connect your Invoca and Five9 accounts to accomplish three different use cases: 

  • Intelligent Routing
  • Real-time context
  • Share agent, call, and disposition information from Five9 back to Invoca: Connect disposition and call outcomes from Five9 back to the clicks that drove them for optimization and provide insights into both marketing and agent performance

This article includes instructions to service the third use case, so you can access Five9 data in your Invoca dashboards and reports, or even send it to other apps using further integrations.

Before we begin: Which Invoca and Five9 account packages do I need to send Invoca pre-call data to Five9?

To install this integration, you'll need an account package that gives you access to the following features: 

  • In Invoca, the Integrations library and the Marketing Data dictionary
  • In Five9, the option to create Connectors in your Virtual Call Center Admin

If you don't have access to these features, get in touch with your Invoca Customer Success Manager or Five9 Account Executive to discuss adding them to your account.

Step 1: Build Your Invoca Signal API Endpoint

For the data flow from Five9 to Invoca, Five9 will send the call, agent, and disposition data using the Invoca Signal API.

  1. Open our detailed Invoca Signal API documentation, then scroll down to the example POST to find the endpoint URL.
     
  2. There is a very important change you will need to make to this URL. The Five9 Connector does not support the JSON format, so we are going to point to a special Signal API endpoint:

    https://invoca.net/api/latest/transactions.url_encoded_form
     
  3. Next, you will need an Invoca API OAuth token. If you followed the previous guide in this series, use the same OAuth token to report Five9 data back to Invoca.

    Otherwise, follow our guide How to pull a new OAuth token to authorize third party access to Invoca data via API  and enter Five9 as the token description, then click Save. This unique token you create in this step will only be shown to you once, so copy your new token immediately and save it somewhere secure. For security, it is not viewable or accessible again and Invoca cannot retrieve it for you. When you're ready, click close.

Step 2: Create Marketing Data fields and Signals in Invoca

Your Invoca account keeps track of Five9 call and disposition data using custom Marketing Data fields, and requires a new Signal to mark which phone calls contain that data. In this step, we'll create both. 

  1. If your Invoca account has access to create new custom Marketing Data fields, follow our guide How to create a custom Marketing Data field. Otherwise, click the Contact Support button at the bottom of this article to reach out to our Customer Success team for help creating these fields, and copy the field details below in your request.

    We recommend creating five new Marketing Data fields with the following details:

    • Friendly Name: Five9 Agent Name
      API Partner Name: agent_full_name
      Type: Category (recommended — short text is okay if you don't have any more Category fields available)

    • Friendly Name: Five9 Agent ID
      API Partner Name: agent_id
      Type: Short text

    • Friendly Name: Five9 Disposition
      API Partner Name: disposition
      Type: Short text

    • Friendly Name: Five9 Skill
      API Partner Name: skill_name
      Type: Short text

    • Friendly Name: Five9 Call ID
      API Partner Name: call_id
      Type: Short text

  2. Follow our guide How to create a new Signal using Signal Builder to create a new Invoca Signal with the following details:

    • Name: Five9 CTI Postback
    • Rules: None (This Signal will be triggered via Signal API instead)

If you have reached your limit of available Signals in your Invoca account, click the Contact Support button at the bottom of this article to discuss either adding new Signals or exporting the historical data from a defunct Signal in your account so you can safely repurpose it.

Step 3: Create a new Five9 Connector

Next we're going to create a new Connector in your Five9 account. A Connector triggers Five9 to send data to an endpoint when an agent marks a Disposition for a call.

  1. Log in to your Five9 Virtual Call Center Admin and click Connectors, then add a new Connector with the following options:

    • Name: Send data to Invoca 
    • Connector option: Classic

      When you're finished, click create.

  2. Fill in the following properties for your new connector:

  3. Click the Add Field button. Select the following fields:

    • @Call.start_timestamp@@
       
    • @Call.ANI@@
       
    • Select a separate field for each Five9 variable you would like to dynamically populate and send to Invoca. The parameter name of these variables must exactly match the API Partner Name of each corresponding Invoca Marketing Data field you created in Step 2 of this gude. If they don't already match, rename your Five9 variables now. 
       
    • If you followed the previous guide in this series to share Invoca pre-call data with Five9, select the variable you mapped the Invoca TransactionID, with the parameter name: transaction_id. This helps to more precisely match the Five9 data to the correct call in Invoca.
       
      If you include fields that do not have a corresponding Marketing Data field in Invoca, that will result in errors and no data will make it to Invoca! Take special care that everything is entered correctly.
       
  4. Click the Add Constant button. Enter "oauth_token" for the Constant Name, and paste your Invoca API token value you generated in step 1 of this guide.
     
  5. In the Execution Mode section, select the radio buttons for Silently and Form Submission (default).
     
  6. Select the Trigger tab. This determines when Five9 will send data to Invoca. For most account setups, in the On Call Event drop-down menu, select On Call Dispositioned.

    five9reporting2.png
     
    If you have special settings that do not require your agents to set a disposition after a call ends, then you may wish to choose another event to send data, such as “on call disconnected” — however, this may affect the availability of the data points you wish to pass to Invoca. For example, you may not necessarily have the disposition right when the call is disconnected.
     
  7. If you choose to trigger on disposition, the best practice is to leave all dispositions unselected. This will make it so Five9 fires on all dispositions.
     

When you're finished, save the properties for your new Five9 Connector.

Step 4: Enable the Connector for your Five9 Campaigns

Now that your Five9 Connector is configured, the last step is to enable it for your Five9 Campaigns. You may remember that an end-consumer will call an Invoca phone number. Invoca will track the pre-call digital journey data, tie the data to the call, and then transfer to a Five9 phone number. The Five9 phone numbers are found in the DNIS tab of the Campaign. A given Five9 Campaign can contain one or many Five9 phone numbers.
 

  1. Return to your Five9 Virtual Call Center Admin and click Campaigns, then select a campaign that Invoca is transferring calls to. If you receive Invoca phone calls through more than one Five9 campaigns, repeat this section for each of those campaigns.
     
  2. Select the Connectors tab, then click Add Connector. Then, select the connector you created in step 3 of this guide. When you're finished, click Save.
     
    five9reporting3.png
     
  3. Finally, let's troubleshoot your new connection to make sure everything is working properly. Return to your Five9 Virtual Call Center Admin. In the Actions menu, click View Event Log. Hover over the Classic connector name that is sending data to Invoca. You will see a rough breakdown of successes and errors for a 15 minute period. This will help determine if the Connector is firing and if there are errors to look into further.

    five9reporting4.png
     

That's it! Your Invoca for Five9 integration is fully set up to send your Five9 data back to Invoca. You can now view that data in your Invoca reports  and in your Invoca dashboards, or pass it along to your other marketing apps via your Invoca integrations!

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