Create a capture profile for Five9

Capture profiles stipulate the type of content to capture for multiple employees at once. For Five9 VoiceStream, audio capture service is supported.

What you should know

Only employees configured in the data source are captured, unless you enable the "Capture unknown Agents" option in the adapter or your system has Capturing Rules configured.

Make sure that all Capture profiles have Capture Audio set to Capture. To omit specific users and organizations from capturings, create a Capturing Rule for those users and organizations, and enable the Block Content option.

You can create up to 200 Capturing Profiles.

Before you begin 

Add Employees to the Five9 data sources

Procedure 

  1. Select the Application data source that you created previously.

  2. To display all available Capture, select Capture Profile in the gray bar at the top of the screen.

  3. Click Create.

  4. Type a Name for the profile.

  5. Optional: Enter a Description.

  6. Set Capture Audio to Capture.  

    You can add employees to a profile through their organization or as individuals:

    • Organization: Organizations are created under Organization Management. You can add multiple Organizations to a single profile. Selecting a parent Organization automatically selects its children, but you can clear the child organizations individually.

    • Employee: Employees are set up under User Management. Select one or more Employees from the left pane, then use the arrow buttons to move them to the right. For a large number of Employees, you can use the filter tool to narrow the selection.

  7. Click Save.

What to do next 

Create a Five9 VoiceStream Webhook Adapter