Workflow: Set up Five9 VoiceStream in Verint

The configuration process creates a connection between Five9 VoiceStream and the Verint Recorder. The Service Provider completes some tasks in the workflow; others are the responsibility of the customer.

Workflow 

Service Provider

  1. Configure the Recorders for Five9

    For the Recorder to request data from external sources and to store the content it receives, assign the required service roles.

  2. Set up certificates for the RIS server.

    The certificate must be signed by a publicly trusted Certificate Authority (CA).

  3. Create a Five9 VoiceStream data source

    The Application data source for Five9 VoiceStream contains the parameters necessary to connect to the Five9 VoiceStream contact center.

    The first time you create the data source, enter dummy values for the Subscription ID and the API key. Example: 99999999. You change these values later in the workflow.

    Configure a trust token Example: vXtru5HHJ3S7Gz60sCAe.

  4. Create a Member Group for Five9 data source

    Define recording characteristics such as the recorder control type and fallback type in a Gateway Correlation Pool Member Group.

  5. Add Employees to the Five9 data sources

    To capture employee interactions, add the employees to your system and associate them with the Application data sources. Employees must be configured in order to capture their audio (unless you enable the "Capture unknown Agents" option in the adapter).

  6. Create a capture profile for Five9

    Create a capture profile for Five9

  7. Create a Five9 VoiceStream Webhook Adapter

    The Five9 VoiceStream Webhook Adapter receives CTI events. When it starts up, it listens at https://<FQDN>/api/recording/cti/v1/Five9VoiceStream?SubscriptionId=99999999

  8. Create a SIP Proxy Adapter for Five9 Integration

    The SIP Proxy Adapter receives the SIP audio streams.

  9. Give the Five9 admin the following information:

    • The fully qualified domain name (HTTP Alias) for each RIS Recorder server (primary and secondary).

    • The port number configured on the SIP Proxy Adapter.

    • The temporary (dummy) subscription ID and API Key configured on the data source.

    • The trust token configured on the data source.

    • The following API request, with the variables replaced by the values currently configured.

      https://<RIS_Server_FQDN>/api/recording/cti/v1/Five9VoiceStream?SubscriptionId=<SubscriptioID_from_VoiceStreamDataSource>

    Customer

  10. Subscribe to the Five9 VoiceStream

    For the Verint Recorder to communicate with the Five9 VoiceStream, create a subscription on the VoiceStream self-service admin portal. You will get a Subscription ID and API key, which is required to configure the Verint Five9 VoiceStream data source.

  11. Supply the Verint support (Service Provider) the following:

    • Subscription ID

    • API Key

    Service Provider

  12. Update the Voice Stream data source definitions with the values for the following parameters from the Five9 VoiceStream subscription:

    1. Subscription ID

    2. API Key

  13. Restart the Voice Stream CTI adapter on the RIS server.

    The adapter is now listening at URL https://<FQDN>/api/recording/cti/v1/Five9VoiceStream?SubscriptionId=<ACTUAL>

  14. Supply the customer Five9 VoiceStream admin with the new CTI endpoint URL.

    Customer

  15. From the Voice Stream self-service admin portal, update the subscription for the recording solution to point to the new URL (which includes the actual Subscription ID) for the CTI endpoint. The URL is provided by your Service Provider.

    The admin portal validates that the CTI endpoint is valid and then saves the updated subscription information.

Related information 

WFO Installation Guide

Recorder Configuration and Administration Guide