Before you begin
Make sure you have an account with administrator privileges
You have the login username and password of the admin account
Submitting Five9 Credentials in Rippit
Username | The login username of the admin account |
Password | The password for the admin account |
(Optional) Recording SFTP Hostname | The url of the sftp server. Make sure to prepend the username before the '@' sign |
(Optional) Recording SFTP Password | The password for the sftp server |
Leave the SFTP fields blank if you do not currently export call recordings to an SFTP server.
Five9 User Permissions Required
The admin account used for the integration must have the following permissions configured in Five9 (under Users → Roles):
Administrator Role (with Limited Permissions):
"User can manage users, except administrator users" — including Users and user profiles, Skills, and Agent groups
Supervisor Role:
"User can review voice recordings"
"User can view user details"
"User can view agent data"
Reporting Role:
"User can access the recordings column"
"User can view standard reports"
"User can view custom reports"
"User can view scheduled reports"
"User can view recent reports"
"User can view canned reports"
If you're on a newer Five9 instance using the web admin UI (rather than the legacy Java VCC), navigate to the user's Permissions tab and ensure the following are granted under interactionmgmt → recordings: Configure recording settings, Download recordings, and View recordings.
Export Path Considerations
In order for us to properly match call recordings, we need Call ID (call_guid), as well as the created_date, created_time, and number to be part of the file path and filename, which can be defined via VCC Configuration.
A good Recording Pattern would be:
created_date |
|
directory_delimiter |
|
call_guid |
|
string_constant | @ |
number |
|
string_constant | @ |
created_time |
|
string_constant | .wav |
If you already have a predefined pattern, make sure to let us know!
Reports Leveraged in the Integration
We use the following Five9 Standard Reports to pull in conversations and ticket attributes across Five9 channels.
Calls: Pulled from the Call Log report in the Call Log Reports folder
Recording link column required
Chats: Pulled from the Agent Chat Log report in the Digital Channels folder
Transcript link column required
Emails: Pulled from the Agent Email Log report in the Digital Channels folder
Transcript link column required