Data not being received from Five9

[InvocaKnowledge]

Symptoms

The Five9 Connector is configured to send data to Invoca and the API Request from the Connector is not sending data or sending only partial data.

Applies To

Sending Five9 data to Invoca via the Five9 Connector. 

• Send Five9 Data to Invoca
• Five9 Integration End-to-End Demo

Cause

When setting up the API request in the Five9 Connector, it's crucial to bear in mind that the parameters are case-sensitive. They must align with the specified naming conventions both in the Connector and within your Invoca Marketing Data Field API names. Precision in matching these conventions is key to seamless configuration.

Endpoint:
https://invoca.net/api/2018-02-01/transactions.url_encoded_form

Required Fields:

• calling_phone_number
• call_start_time (ensure call start time matches approved format which is a 17 digit number - yyyymmddhhmmssSSS)
• oauth_token (Generate this token in Invoca: https://community.invoca.com/t5/invoca-apis/how-to-pull-a-new-oauth-token-to-authorize-third-party-a...), do not add the @ symbols around the token or the user will be prompted to enter their Invoca credentials in the Five9 platform.
• transaction_id (this is needed for 1:1 matching in Invoca)

Available Custom Data Fields (Marketing Data Fields)

• agent_full_name
• agent_id
• disposition
• campaign_name
• skill_name
• call_id
• user_name
• type

Additionally, ensure that the Connector is enabled for the Five9 Campaigns associated with all of the Five9 numbers that are receiving calls from Invoca.  If a call is tracked by Invoca and is transferred to a Five9 number associated with a Five9 Campaign that does NOT have the Connector added, then data will not be sent to Invoca.

Finally, it is advisable to follow best practices by using distinct API tokens for the PreSense API and the Connector. Sharing the same API token for both could potentially result in API Request issues. Maintaining separate tokens ensures smoother functionality and mitigates the risk of complications.