Symptoms
- Two calls from one person relativity close together
- The first call would receive the transfer disposition instead of the last call
- Calls reports are missing Agent, Name, Five9 TSA name fields, &, etc.
Applies To
-Five9 Integration
Resolution
Implementation Steps: Send Five9 Data to Invoca
It is suggested to rebuild the Five9 connector to the latest version. The steps on how to rebuild the connector are below:
1. Build Your 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.
a. Scroll down to the example POST to find the endpoint URL.
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/2018-02-01/transactions.url_encoded_form
b. Next, you will need an Invoca API o-auth token. If you followed the implementation steps to share pre-call data with Five9, you can use the same oauth token to report Five9 data back to Invoca.
If you haven’t generated an Invoca API oauth token yet, follow these steps.
In your Invoca account, click on the Invoca logo to confirm you are viewing the top level for your user. While you are at the dashboard page of the organization-level with which you are integrating, in the left navigation menu, click Integrations and then Manage Integrations.
Click Invoca APIs tile and click the green button to create a New API Credential.
Important note! The unique token you create in this step will only be shown to you once. Be sure to copy and save it somewhere secure. For security, it is not viewable or accessible again and Invoca cannot retrieve it for you.
2. Create Marketing Data fields in Invoca
You must create Marketing Data fields in Invoca for the Five9 data you will be reporting to Invoca. In the lower left, click the gear icon to access Settings > Marketing Data.
We recommend the following fields:
Type: Category recommended, short text is okay if you do not have Category fields available
Friendly Name: Five9 Agent Name API Partner Name: agent_name
Type: Short text
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
Type: Short text
Friendly Name: Five9 Call ID API Partner Name: call_id
Note not all Invoca accounts have access to edit the Marketing Data dictionary. If you do not see the add new Field button, reach out to our Customer Support team through the case portal. Be sure to include the api name, the friendly name, and the field type to expedite your request.
3. Create a Signal in Invoca
As a last step, confirm or create the Five9 signal in Invoca. In the left navigation menu, click signal and manage signals. If you do not have a Signal named “Five9 CTI Postback”, add a Signal with that name and Save.
If you have reached your signal limit you can repurpose an existing signal, but please note! If you delete a signal you will lose historical data so you may want to run a report and export the signal data first.
4. Configure the Five9 Connector
A Connector triggers Five9 to send data to an endpoint when an agent marks a
Disposition for a call.
a. Login to your Virtual Call Center Admin. Click Connectors and add a new Connector. Enter a name and click Ok. Choose the Classic Connector option and then click create.
b. Paste the following in the URL field:
https://invoca.net/api/2018-02-01/transactions.url_encoded_f orm
c. Change the Method to POST
d. Click the Add Field button. Multi-select all the Five9 variables you would like to dynamically populate and send to Invoca. You must re-name the parameter names to match the API Partner Name that Invoca is expecting for each Marketing Data field.
In addition to the fields you are passing to the Invoca Marketing Data fields, you must also select the following dynamic fields: @Call.start_timestamp@@
@Call.ANI@@
If you set-up the integration to share Invoca pre-call data with Five9, it is strongly recommended to select the variable you mapped the Invoca TransactionID to as well. If you include it, be sure the parameter name is transaction_id. This helps to more precisely match the Five9 data to the correct call in Invoca.
Note that 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.
e. Click the Add Constant button. Enter oauth_token for the Constant Name and paste your Invoca API token value you generated in the step above.
f. Leave the Execution Mode as Silently and Form Submission.
g. Click the Triggers tab. This determines when Five9 will send data to Invoca.
The best practice is to trigger the connector to send data when a call is dispositioned. However, 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, like “on call disconnected”. Beware that may affect the data points available to pass to Invoca. For example, you may not necessarily have the disposition right when the call is disconnected.
If you choose to trigger on disposition, the best practice is to leave all dispositions unselected. This will actually make it so Five9 fires on all dispositions.
Save the settings.
5. Enable the Connector for your Five9 Campaigns
Now that your Connector is configured, you need 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 have one or many numbers.
You must make sure the Connector you just created is enabled for the Five9 Campaigns associated with all the Five9 numbers that Invoca is transferring calls to. If a call is tracked by Invoca, transferred to a Five9 number that is associated with a Five9 Campaign that does not have the Connector added, then data will not be sent to Invoca.
To enable the Connector for a Campaign, click the Connectors tab and Add the Connector.
a. Five9 provides a tool to do some very basic troubleshooting for the Connector. From your Virtual Call Center Admin, go to the Actions menu and 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.
b. There is also one other “gotcha” to mention. If you use a Post-Call Survey, take special care to ensure the Connector is enabled for the Campaign, and you choose a trigger option that will send data once the survey is completed.
Cause
Older versions of the integration could cause the issue to occur.
Additional Information
