Invoca-Five9 Calls in Progress API Connector Not Returning Call Data in Five9

[InvocaKnowledge]

Symptoms

• The Five9 Calls in Progress API connector is configured as instructed by the Invoca documentation, but no calls or call data are being returned from the Calls in Progress API.
• The phone number mapped to the Call.DNIS variable in the Five9 query module (see Step 2.4 in the above-linked documentation) does not match the call's Invoca Destination Number.

Applies To

• Customers using the Invoca to Five9 integration for intelligent routing and real-time context gathering.
• Customers who use a third-party system that Invoca routes calls to prior to the call routing to Five9.

Resolution

1. Confirm that the phone number mapped to the Call.DNIS variable in Five9's request to the Invoca Calls in Progress API does not match the Destination Number in Invoca's Calls Report.
2. Confirm that the Five9 Call.ANI phone number matches the number Invoca reports as the Calling Phone Number.
3. Create a new Pre-Transfer Webhook in your Invoca Network. To do so, follow the instructions provided in the Invoca webhook guide.
   1. Configure the webhook at whichever level the Five9 Calls in Progress Connector was configured to access (Network or Profile).
   2. This will be a POST webhook, and the endpoint URL will be a Five9 Web2Campaign URL.
   3. Choose Form Values for the webhook Content-Type and add the following two fields to the Body:
   4. Ensure you also add fields for any other required parameters listed in the Five9 Web2Campaign documentation.
   5. Add the Five9-provided authorization token to the headers. 
4. Your Five9 TAM will be needed to complete the remaining configuration steps in Five9:
   1. Create a custom variable in the Five9 Contact Object for Invoca Transaction ID.
   2. In the Five9 Lookup Contact Record Module, create a lookup based on this condition: (number1 = Call.ANI). 
   3. Update the Invoca Calls in Progress API query script by removing the calling_phone_number and destination_phone_number parameters and replacing them with a parameter for transaction_id. 
5.  Retest to confirm that the connector is now successfully returning call data from the Invoca Calls in Progress API.

Cause

For the Five9 connector to successfully receive call data from Invoca, the Five9 DNIS for that call must be the same phone number as the Invoca Destination Number. In this case, the Invoca Destination Number routed the call to a third-party IVR system. The third-party system then routed the call to the Five9 DNIS, which did not match the Invoca Destination Number.

Additional Information

• This is a custom solution that deviates from Invoca's standard integration product. It has been tested for this specific use case, but it may not work as expected in others.
• There may be a need for additional custom work to support this solution in the event of Invoca platform changes.