Five9 Plus Adapter Administrator's Guide

Viewing Standard Salesforce Task Fields

Configuring Salesforce Task Fields

Tasks enable you to track call center actions, such as making phone calls or sending email.

The Five9 adapter uses task fields in these locations:

• Home page: My Tasks section and the calendar.

• Activities list view of a record: Open Activities and Activity History.

To view and modify the task fields and layouts, follow the steps in these sections:

Adding Five9 Custom Fields to the Task Layout

Viewing Standard Salesforce Task Fields

The standard Salesforce fields are used by Five9 to save call information. The fields are populated automatically. Follow these steps to see the list of standard Salesforce task fields.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Locate Task Fields.

Many of the task fields are part of your default task page layout. You need to add those that are not. You can keep the default settings or modify them as needed.

For more information about these fields, see the Salesforce documentation .

Salesforce Field Name Populated By Description

Assigned To Salesforce

Call Duration

Call Object Identifier

Call Result

Call Type

Comments

Name *

Priority

Related To *

Salesforce

Five9

Salesforce

Five9

Salesforce

Always set to the user who created or performed the task.

Call duration in seconds.

Salesforce unique ID, which is different from the Five9 session ID.

Five9 call disposition assigned by the

agent. For more information, see Adding

Five9 Custom Fields to the Task Layout

Inbound, outbound, or internal.

Five9 call logs: text typed by agents in the softphone.

Contact record or lead associated with the call.

Set to Normal.

Account, lead, or other object associated with the call.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Salesforce Field Name Populated By Description

Status Salesforce Always set to Completed.

Subject Salesforce Default is

Call <date><time>

, which the agent can edit.

Type Salesforce Always set to Call.

Open CTI for Lightning

* During calls, agents convert leads when they select the object of the call in the

Name field. The process is slightly different depending on the type of console that they use:

• Sales and Service Cloud consoles: the Name field is populated automatically when agents navigate to Salesforce leads.

• Open CTI for Lightning: Once agents select the lead in the Name field,

Salesforce displays a pop-up window with the created objects, such as contact or account. Agents must click each created object listed in the pop-up window to update the Name and Related To lists. If agents close the pop-up window without doing so, the Name and Related To lists are not updated. To return to the leads page, agents must close the pop-up window. To update the fields manually, agents may search and open the objects recently created.

Adding Five9 Custom Fields to the Task Layout

Five9 call dispositions are saved in the standard Salesforce Call Result field, which is not part of the default Salesforce task layout. Therefore, to ensure that your users see this option, add the Call Result field to the task page layout and assign the page layout to the profiles of users who need to see the field.

To create, clone, or edit a task layout, locate Task Page Layouts.

– If no task layout exists, create a task layout. To do so, click New on the Task

Page Layout page, enter the name of the layout, and click Save. Continue with step 3.

– If at least one layout exists, proceed to step 3.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

To edit an existing layout, click Edit.

Click Fields.

Drag the Call Result field and any Five9 fields that you want to the page layout.

The name of all Five9 custom fields starts with Five9.

Click Save.

The summary page reappears. You are ready to assign the page layout to the user profiles.

Click Page Layout Assignment.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Click Edit Assignment.

Select the profiles to which you want to assign the new layout.

From the Page Layout To Use menu, select a layout.

10 Click Save.

Configuring Five9 Custom Fields in Salesforce

When you installed the managed package, Five9 custom fields were added as Salesforce activity custom fields. The Five9 Adapter for Salesforce saves call data in these custom activity fields. You can access the stored information by running Five9 activity reports in

Salesforce.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Viewing Five9 Custom Fields

Adding Five9 Custom Fields to Page Layouts

Viewing Five9 Custom Fields

When a call ends, Five9 call data is saved in the Five9 activity custom fields. Follow these steps to view the Five9 custom fields on Salesforce call logs and to create additional custom fields for your business. You need to create at least the Five9_Call_Time field, which you will need when customizing the Salesforce log mapping to send Five9 logs to

Salesforce with the Salesforce email services. For more information, see Mapping

Salesforce Task Fields to Five9 Fields .

In your Salesforce Setup menu, locate Activity Custom Fields.

This table lists the Five9 custom fields used to save call information.

Five9 Custom Field Call Information

Five9 After Call Work Time

Five9 Agent

Five9 Agent Extension

Five9 Agent Name

Time spent by the agent after the call.

Agent who processed the call. User ID that you created in the VCC Administrator application.

Agent extension of VCC user ID.

Agent’s name of VCC user ID.

Five9 ANI

Five9 Callback Campaign ID

ANI.

Campaign ID of the callback.

Five9 Callback Campaign Name Campaign name of the callback.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Five9 Custom Field

Five9 Callback ID

Five9 Callback Number

Five9 Call Type

Five9 Campaign

Five9 DNIS

Five9 Handle Time

Five9 Session ID

Call Information

ID of the callback.

Phone number of the callback.

Call type:

• OUTBOUND

• INBOUND

• TEST

• AGENT

• AUTODIAL

• INTERNAL

• QUEUE_CALLBACK

• VISUAL

• INBOUND_VOICEMAIL

• OUTBOUND_VOICEMAIL

• INTERNAL_VOICEMAIL

• AGENT_PREVIEW

• TEST_PREVIEW

• OUTBOUND_PREVIEW

Campaign name.

DNIS.

Total handle time.

Unique Five9 session ID for the call, which appears in call reports.

Adding Five9 Custom Fields to Page Layouts

Custom fields are not visible to users until you add them to these pages:

Activity List.

You can edit an existing activity view or create a new view to display Five9 activity columns. Follow these steps to display Five9 activity information on the Home page.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

At the bottom of the calendar, click Activity List View (third icon from the left).

Salesforce provides several predefined activity views. When you select a view, the content of the view is displayed in table format.

Click Edit or Create new View.

In Step 3, select up to 15 fields to display, and click Add.

Use the arrows on the right to arrange the fields in the desired order.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Click Save.

The summary page reappears. The headings of the table correspond to the fields that you added to the view. You can adjust the width of the columns by dragging left or right the border between the columns.

Task Page.

To display on activity pages the Five9 Adapter for Salesforce custom fields, you can edit a task layout or create a new layout.

Locate Activities > Task Page Layouts.

Create or edit an existing layout.

Click Fields.

Drag the necessary Five9 fields down to the page layout.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Click Save.

The Task Page Layout summary page reappears. You are ready to assign the page layout to the user profiles.

In the list of layouts, click Page Layout Assignment.

Click Edit Assignment.

Select the profiles to which you want to assign the new layout.

From the Page Layout To Use menu, select a layout.

10 Click Save.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Event Page.

To display Five9 custom fields as an event, you can edit an event layout or create a new layout.

Locate Event Page Layouts.

Create or edit a layout.

Click Fields.

Drag the desired Five9 fields down to the page layout.

Click Save.

The Task Page Layout summary page reappears.

In the list of layouts, click Page Layout Assignment.

Click Edit Assignment.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Select the profiles to which you want to assign the new layout.

From the Page Layout To Use menu, select a layout, and click Save.

Activity Searches.

This section describes how to add fields to your searches and search results. Because the pages contain the same fields, only the search fields are shown here.

Locate Activity Search Layouts.

Your choices determine what fields are used as filters in the search layout. If you do not select at least one field, the search results do not contain any filters.

– Activity Search Filter Fields

Click Edit.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

Select the fields to include in the search layout. Most likely, these fields correspond to the activities that you have added to the activities list.

Click Save.

– Activity Search Result Page Layout

The search filters affect the search results only. They do not change the search criteria. Repeat the same steps as above.

Reports.

You can add the Five9 Adapter for Salesforce custom fields to Salesforce activity reports. You can create and modify reports.

Open the Salesforce Reports tab.

Click New Report.

Each report option provides a preview of the content and layout of the report.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Configuring Fields to Save and View Five9 Data

In the navigation pane, select a type of report, and click Create.

The Report Builder contains the Fields, Filters, and Preview areas. The navigation pane contains all the fields that you can include as columns in your report.

Filters

Fields

Preview

To create a report, follow these steps:

In the filter area at the top, specify the data to be included in your report by setting the time interval and other filters. To add filters, drag fields from the navigation pane to the filter area.

Add column headings by dragging fields from the navigation pane to the preview area.

When done, click Run Report.

Your report appears in the Preview pane.

Save your report.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Enabling the Softphone in the Case Layout Page

Enabling the Softphone in the Case Layout Page

To ensure that the softphone is always visible when your agents work on cases, add a sidebar to the case layout.

Open a case.

Click Edit layout.

Click Feed View.

At the bottom of the Case Layout page, in the Other Tools and Components, disable Hide sidebar, and click Save.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Setting the Voicemail URL Base

Setting the Voicemail URL Base

This setting applies to old integrations. It is not recommended for the Five9 Plus Adapter for Salesforce.

Enabling Multiple Languages in the Adapter

The default language for the softphone is the same as the language displayed in your browser.

Important

To add other languages, you must install at least version 2.23 of the managed package, and you must contact your Five9 representative and

Professional Services to request that your domain be enabled for other languages.

You may select the call centers in which you want multiple languages to appear. The language that you select is used for the labels of the softphone adapter. However, you are responsible for the other elements:

• You need to create in your selected language the VCC elements that your agents need such as prompts, campaign and skill names, worksheets, scripts, and call variables.

• You need to translate reason codes and dispositions and upload the resulting text file to your REST API.

These figures show what agents see.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

Login window in your selected language

The adapter remains in this language unless agents change the language in the general settings.

Option that applies to the entire adapter

The general settings option takes precedence over your login window selection.

Editing the Call Center Definition File

To make language options visible in the softphone adapter, add a locale parameter to the

CTI Adapter URL of your call center definition file.

In Setup, locate Call Centers.

Click Edit next to a call center name.

In the CTI Adapter URL field, append

?showLocaleSelection=true to the URL.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

Click Save.

Translating Reason Codes and Dispositions

This section summarizes the steps required to show to your agents reason codes and dispositions in a language other than English. The dispositions and reason codes that you do not translate remain in English. If you want to see the same options in both languages, create custom dispositions and reason codes with similar names so that one version is in

English whereas the other version is translated.

To upload a list of reason codes and dispositions, use a REST client, such as the Advanced

REST client (Chrome extension), REST Easy (Firefox add-on), or Cocoa Rest Client (Safari).

You cannot update a file that you have uploaded. If you need to modify the content of a file in production, create and upload a new file with the same name.

Translating Reason Codes and Dispositions

Create a JSON file that contains a comma-separated translated list of all the dispositions and reason codes that you want agents to see, for example:

{

"dispositions": {

"Answering Machine": "Répondeur automatique",

"Do Not Call": "Ne pas rappeller",

"No Answer": "Pas de réponse",

"No disposition": "Pas de disposition"

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

}

"notReadyReasons": {

"Email": "Courriel",

"Meal": "Repas",

"System": "Système",

"Task Completion": "Tâche à compléter"

"logoutReasons": {

"Forced": "Déconnection forcée",

"End Shift": "Fin de travail"

}

Locating Your Five9 Organization ID

You need to obtain the orgId

value for your REST API so that you can add it to the upload

URL. The value is located in a request cookie.

Open a browser console (Ctrl+Shift+J) or your REST client.

In the same browser, log into Salesforce and the Five9 Plus adapter as an administrator.

Determine your orgId

– You can search for the metadata of an API request.

– You can use the orgId

that is visible in some of the requests: https:// app.five9.com/appsvcs/rs/svc/orgs/{orgId}...

If you do not see activity in the browser console, refresh the page. These figures show two methods for locating the orgId

in Chrome.

Select Network, enter metadata in the field, and select All or XHK.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce

Select Network, and search for orgs

Enabling Multiple Languages in the Adapter

Uploading the File of Translated Text Strings

Upload the JSON file to your REST API. Advanced REST Client in Chrome is used for this example.

Important

When locating your orgId

and uploading the file to your API, be sure to be logged in the same browser as the adapter.

Select Request.

Enter the URL for the language file: https://app.five9.com/appsvcs/rs/svc/ orgs/{orgId}/locales/fr_CA/file

Substitute the value of your orgId

in the URL.

Select the PUT method.

Under Payload, select File.

Click Choose Files.

In the method field, enter fileUpload

In the Content-Type menu, select multipart/form-data

Click Send.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring a Five9 Call Center in Salesforce Enabling Multiple Languages in the Adapter

If the request is successful, you receive HTTP status code 200. In cases of error, you may see one of these codes:

204: No content: Although the request is successful, you do not see the translated strings in the adapter.

401: User is not logged in: Verify that the credentials are correct and that you are logged into the adapter.

404: File not found: Verify the URL.

435: File malformed: Verify the content and format of your file.

500: Internal server error: Verify the content of your request.

In the response, errors may appear as follows:

{ five9ExceptionDetail:

{ timestamp: 1441883501421 errorCode: 401 message: "Invalid credentials"

}

10 Refresh the browser.

11 To verify that the text strings are displayed correctly, look at the Not Ready and

Dispositions menus in the adapter.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Chapter 6

Configuring the Salesforce Softphone and Search Options

This chapter describes how to configure the softphone to search for Salesforce records by using these elements:

• Call data

– Data used in the search

– Data displayed in the softphone

– Salesforce objects displayed in the pop-up windows of search results

• Behavior search results (Salesforce screen pop)

The basic search matches the caller to the CRM data by using the phone number (ANI or

DNIS). To refine your search, you can use custom fields and configure custom searches.

Understanding Search Rules According to Call Types

Creating Custom Objects

Configuring the Softphone Layout

Configuring Searches with Custom Fields

Configuring Searches with Visualforce Pages

Configuring Custom Searches

Understanding Search Rules According to Call

Types

The call type and the order of precedence of the search options determine how searches are conducted. As shown below under outbound calls, the salesforce_id variable is used first when it is available. The default search (last choice) uses the DNIS number if it is enabled. A pop-up window is displayed if the search returns only one Salesforce object.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Understanding Search Rules According to Call Types

Call Types Types of Search and Order of Precedence

Outbound

Inbound

Preview

VCC call variables, listed in order of search precedence:

Call variables > Salesforce group > salesforce_id

Call variables > Salesforce group >

SFObject.ObjectField = value

. Example:

Account.AccountNumber = 1234

Contact field named salesforce_id

. This method is used only for leads, contacts, and account objects.

Salesforce variable >

SFObject.ObjectField = value

Example:

Contact.FirstName = John

If the above variables are absent, the search is performed with the DNIS number.

Similar to outbound calls. For the default search, ANI is used instead of DNIS.

Similar to outbound calls. For the default search, the preferred number is used instead of DNIS.

Click to dial Similar to outbound calls.

Internal, queued, and parked

No search.

Internal transfers Search performed according to call type. For example, if the original call is inbound, the search rules for inbound calls are used.

Retrieved from park Search performed according to the call type. For example, if the original call is outbound, the search rules for outbound calls are used.

Callback notifications Search performed by using only the ANI. Salesforce contact fields are not used to search.

Skill voicemail notifications

Search performed separately by using the ANI and Salesforce contact fields:

• ANI: If the search returns a single result, the result is displayed.

• Contact fields: No search result is displayed because the call is already connected when the search is finished.

Agent voicemail notifications

Personal voicemail.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Creating Custom Objects

Creating Custom Objects

To create custom objects, you must have installed at least version 2.23 of the managed package. You may use custom objects with inbound, outbound, and internal calls. You can use custom objects in searches and, when agents navigate to objects, these objects are added to the list of selectable objects in the Related To menu of the softphone adapter.

The call log applies to these objects:

• Standard Salesforce objects, except contacts, person accounts, and leads

• Custom objects that you create, such as objects related to contracts or projects

Agents can associate the call with any of the standard or custom objects in the menu.

In Setup, locate Objects.

Click New Custom Object.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Creating Custom Objects

Enter information in the Label and Plural Label fields.

In the Optional Features section, enable Allow Activities.

When a disposition is assigned to the call, a Salesforce activity is created in the

Activity History related list of these fields:

– Name field of the contact, person account, or lead

– Related To field of the standard or custom object

All other fields are optional or are automatically completed. This figure shows only the top part of the editing page.

Click Save & New.

Repeat the procedure for each custom object that you want to create.

Add the custom objects to the softphone layout as described in

Configuring the

Softphone Layout .

To enable these objects in user profiles or permission sets, see the Custom

Object Permissions section in Enabling Salesforce Permissions in User Profiles

You may change permissions in two ways:

– By cloning and customizing default user profiles and reassigning users to the new profiles.

– By customizing permission sets.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

Configuring the Softphone Layout

You can customize a softphone layout for each user profile. For example, the softphone layout of a sales agent might contain related leads and accounts whereas the softphone layout of a support representative might contain cases and solutions. Salesforce enables you to select the fields that are used to search for records and to show the results in popup windows in your browser.

Locate SoftPhone Layouts.

Click New to create a layout or click Edit next to the name of an existing layout definition to modify it.

Salesforce

Objects

CTI 2.0 or

Higher

Settings

From the Select Call Type menu, select an option: inbound, outbound, or internal.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

Salesforce Objects

This section contains the Salesforce standard objects and the custom objects that you created. You can select search for records. The list of objects is different for each call type.

To optimize API performance, which depends on your configuration, Five9 recommends that you do not select objects that cannot be searched for the specified call type.

To modify the objects that appear, click the arrow or Add/Remove Objects.

To add (or remove) an object to the search list, select the object in the Available list and click Add (or Remove).

For each object that you add to the softphone layout, a section for single matches appears at the bottom. In that section, you can specify the fields that should appear in the layout if a single record for that object is found. This example contains standard and custom objects. To customize the single match sections, click Edit and select the fields that you want to appear in the layout.

Standard objects

Custom objects

To change the location of a field in the Selections list, select it and click the appropriate arrow.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

To close the section, click the arrow or Collapse.

To add, remove, or change the order of single records found, click Edit.

When done, click Save.

You can now assign the layout to users.

CTI 2.0 or Higher Settings

This section describes how to show the search results for outbound and inbound calls in the agents’ browser. Click Edit next to each option.

• Screen pops open within: Whether the search results are displayed in an existing or new browser window or tab.

– Existing browser window: The search results are displayed in the same browser window.

– New browser window or tab: The search results are displayed in a new browser windows or tab. With this option, ensure that all users set their browsers to allow pop-up windows from salesforce.com and force.com. If pop-up windows are disabled, the search results are displayed as a list of links in the softphone.

• No matching records: Defines the Salesforce page that appears when the details of inbound calls do not match existing Salesforce records:

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

– Don't pop any screen: No search results page are displayed.

– Pop to new <object>: A blank page opens for the type of object chosen in the drop-down list, such as account, campaign, or case.

– Pop to Visualforce page: The Visualforce page that you select is displayed.

The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by the caller), or additional data, to the Visualforce page in a URL string

Configuring Searches with Visualforce Pages .

• Single-matching record: Defines the page that appears when the details of an inbound call matches only one Salesforce record:

Important

Pop-up windows can be triggered by this menu item and by My

SoftPhone Settings in the users’ personal settings menu.

However, the user’s personal settings overrides this menu item. For example, if the personal settings is Never open the record automatically, but this menu item if one of the pop-up window options, no pop-up window is displayed automatically or when the user clicks the link to open the contact record.

Instead, the user sees an error message in both cases.

To avoid this issue, recommend to your users that they leave the default option in their personal settings menu: Always open the record automatically.

– Don't pop any screen: No search results are displayed.

– Pop detail page: The matching record is displayed.

– Pop to Visualforce page: The Visualforce page that you select is displayed.

The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by the caller), or additional data, to the Visualforce page in a URL string.

Configuring Searches with Visualforce Pages .

• Multiple-matching records: Defines the page that appears when the details of an inbound call match more than one existing Salesforce record:

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Searches with Custom Fields

– Don't pop any screen: No search results are displayed.

– Pop search page: A page with a list of search results is displayed.

– Pop to Visualforce page: The Visualforce page that you select is displayed.

The adapter passes call data, such as ANI (caller ID), DNIS (number dialed by the caller), or additional data, to the Visualforce page in a URL string.

Configuring Searches with Visualforce Pages .

Configuring Searches with Custom Fields

By adding custom fields, you enable agents to search more efficiently for information about Salesforce objects, such as when the phone number does not belong to the caller or when multiple contacts have the same phone number.

You can use custom fields in inbound, outbound, and internal calls. You can also create custom queries with call variables that you attach to inbound calls to search in Salesforce for objects that match the call variable.

When you use an IVR script to obtain identifying information, such as and account or case number, the information is saved in a Five9 contact field with the same name as a

Salesforce custom field. You can use the content of that field to query Salesforce objects.

Salesforce finds the custom field that matches the information and displays the record to the agent in a pop-up window.

To configure custom search fields, you must specify which Salesforce fields are used to search for Salesforce records. In the softphone layout, you can specify additional search objects, such as case number. If a value is passed for these objects in the contact record provided by Five9, these objects are searched. If the Five9 contact field to look up is empty, agents see a warning message.

Depending on the matches found, the results appear as described in CTI 2.0 or Higher

Settings

• No match: a new lead, contact, or case page appears in the browser. The new object to be opened is the first one in the list of inbound objects configured in the softphone layout.

• Single match: the record is opened in Salesforce.

• Multiple matches: all contact records are listed as links.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Searches with Custom Fields

To configure custom fields for searches, see these sections:

• In Salesforce:

Enabling Custom Salesforce Search Options

Creating Custom Fields in Salesforce

• In the Five9 VCC:

Creating Custom Fields in the Five9 VCC

Capturing a Custom Field Value in an IVR Script

Enabling Custom Salesforce Search Options

To use the Salesforce search features, select the appropriate options. Search results are displayed as pop-up windows according to your call center settings and in the softphone.

Click the Five9 Settings tab.

Important

Do not click or navigate away from the Five9 Settings page until the settings are loaded. Otherwise, you need to reinstall the managed package.

Select the Screen Pop tab.

Select an ANI Search option.

The default search uses the Salesforce phone fields that you added to your softphone layout in

Salesforce Objects

, such as contact or lead. Fields created with a formula are not searched.

The ANI Search option applies to all calls regardless of their origin (dialed manually, by the dialer, or clicked to dial). This option enables you to add the caller’s number (ANI) to the default search if no results are found by using the default search fields:

– Enabled: Search for the caller’s number. Five9 recommends this setting.

– Disabled: Do not search for the caller’s number. In this case, only your custom

Salesforce fields are used for the search.

Select a Click-to-Dial Search option.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Searches with Custom Fields

A search is done regardless of the setting. In most cases, leave this option disabled.

– Enabled: The clicked number is searched in Salesforce, and a list of results is displayed. Select this option to ensure that agents see pop-up windows with the contact’s information.

– Disabled: No list results page is displayed regardless of your call center settings. Instead, the results appear in the softphone. For example, if you need to call a long list of contacts, the detail page for the record opens when you click a phone number.

Click Save.

Creating Custom Fields in Salesforce

If you plan to use standard Salesforce fields, skip this section. Proceed directly to

Creating

Custom Fields in the Five9 VCC

Create as many Salesforce custom fields as you need, ensuring that the corresponding contact fields exist in the Five9 contact database. This section summarizes the field creation steps. For detailed instructions, see the Salesforce How to be Successful with

Salesforce User’s Guide.

In your Salesforce Setup menu, locate the object:

– Standard objects: Appropriate object > Fields.

– Custom task and event fields: Activities > Activity Custom Fields.

– Custom objects: Objects > name of the custom object.

– Custom settings: Custom Settings > name of the custom setting.

Follow the instructions for the type of object that you chose.

For a custom contact field example, see

Assigning Campaigns Automatically to Calls

Creating Custom Fields in the Five9 VCC

When you create custom fields in Salesforce, ensure that the corresponding contact fields exist in the Five9 contact database. This section describes how to create in the VCC a custom field of the same name as the Salesforce field.

To locate a record in Salesforce, the search uses all the Five9 contact database fields that have a Salesforce format, such as

Account.AccountNumber

. If theFive9 contact database

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Searches with Custom Fields contains a custom field named

Account.AccountNumber

, the searched object is

Case

. If more than one contact field is formatted as a Salesforce field, all those objects and fields are searched. If one match is found, the result is displayed. If several matches are found, a list of matches is displayed. Each list item is a link that the agent can click. For details about creating custom fields, see Adding Contact Fields in the Five9 Administrator’s

Guide .

Log into your Five9 VCC Administrator’s application.

Stop all running campaigns.

In the navigation pane, open Contacts > Fields.

Right-click Fields, and select Add Contact Field.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Searches with Custom Fields

In the properties window, create the field with values such as these, for example:

Elements Values

Name

AccountNumber

Map the Field to Last Agent

Display as Short

Click Save.

Capturing a Custom Field Value in an IVR Script

To use a Five9 custom field to search an inbound or autodial campaign, use an IVR script.

For example, you can prompt callers for an account number. The value of the account number is saved in the contact record for the call in a field that corresponds to a

Salesforce standard or custom field. For detailed information about creating IVR scripts, see the Five9 IVR Administrator’s Guide .

Create a custom field, such as

Account.AccountNumber

In your IVR script, add a Play module with a prompt for the caller to provide an account number.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Searches with Custom Fields

Add a GetDigits module to capture and assign the account number to the custom field.

Add a transfer module to route the call to a skill group or agent.

Assign the IVR script to an inbound or manual call.

Run the campaign.

As an optional step, configure your IVR script to validate the caller’s input by searching in

Salesforce before the transfer module. When a call is presented to an agent or an IVR script, the content of the Five9 custom field (

Account.AccountNumber

) is sent to

Salesforce as a call variable. Salesforce displays the corresponding custom field. In

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Searches with Visualforce Pages addition to Salesforce fields, the search also looks for the ANI of the caller if this option is not disabled. The ANI is passed from Five9 to Salesforce.

Configuring Searches with Visualforce Pages

This section describes how to create a page that enables pop-up windows to display

search results for CTI 2.0 or Higher Settings when call details match or do not match

existing Salesforce records. For help with design and creation of custom Visualforce pages, contact Five9 Professional Services.

You can use Visualforce pages to receive from an IVR script call or contact variables, such as DNIS, ANI, or campaign name. These variables can be used in advanced routines to determine how to best handle pop-up window requests. Because DNIS and ANI are part of every call, no VCC configuration is required. To pass other fields, follow these steps in the VCC:

In the VCC, prepare your variables:

Create a call variable group named Salesforce.

Be sure that the spelling is as written above.

Create a call variable for the call that is recorded, such as campaign name:

Salesforce.Campaign

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Searches with Visualforce Pages

In the Set Variable module of an IVR script, assign to variables of the

Salesforce group the value of the call data. For example, assign to

Salesforce.Campaign

the value of

Call.campaign_name

In Salesforce, create a Visualforce page:

Locate Setup > Develop > Pages > Visualforce Pages.

Click New.

Complete and save the page:

You may copy and paste the text to test the example:

<apex:page>

<h1>Congratulations</h1>

This is your new page.

<p>DNIS: {!$Currentpage.parameters.DNIS}</p>

<p>ANI: {!$Currentpage.parameters.ANI}</p>

<p>Campaign: {!$Currentpage.parameters.Campaign}</p>

</apex:page>

When an incoming call contains the call data in your Salesforce variables group, the call triggers a pop-up window. In this example, the pop-up window displays the DNIS, ANI, and campaign name if the data is present in

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Custom Searches the call. This figure below shows how the pop-up window for the above

Visualforce page might appear.

For the Sales Cloud, the URL of the pop-up window contains the variables as parameters. In this example, the

&003G000000yBRqxIAG=Contact parameter is the search result: https://<yourDomain.com>/apex/Test_page?DNIS=9255551212&ANI=

6501234567&Campaign=Test+Campaign&003G000000yBRqxIAG=Contact

For the Service cloud console, the variables do not appear in a URL but in a

Salesforce page.

Configuring Custom Searches

This feature enables you to override the search options provided by the Plus Adapter by using your custom Apex Class that contains search rules specific to your business. Five9 has created two example search files that you can use to test your integration:

•

Five9DefaultSearch.txt

•

CustomSearchForSalesforceID.txt

To obtain these files, you need to be logged into your Five9 account.

Click the Five9 Settings tab or the + sign on the far right to add the tab.

Important

Do not click or navigate away from the Five9 Settings page until the settings are loaded. Otherwise, you need to reinstall the managed package.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring the Salesforce Softphone and Search Options Configuring Custom Searches

Select the Open CTI Search Class section.

This page contains the default Apex class for the Five9 custom search and a custom option for your Apex class.

To use a customized search class, select the option, and enter the name of your class.

Click Save.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Chapter 7

Configuring List Synchronization

This chapter describes how to synchronize a Salesforce campaign with a dialing list in the

Five9 VCC.

Synchronizing Dialing Lists

Assigning Campaigns Automatically to Calls

Mapping Salesforce Fields to Five9 Fields

Synchronizing Dialing Lists

If you specify a Five9 dialing list in the Five9list custom field in Salesforce, your records are automatically synchronized between the Salesforce directory and Five9 lists when agents add, modify, and remove contacts and leads.

This table contains the default Salesforce contact and lead fields that are sent to the Five9 database and the corresponding Five9 fields.

Salesforce Contact Salesforce Lead

Contact.Phone

Contact.MobilePhone

Contact.HomePhone

Contact.FirstName

Contact.LastName

Contact.Department

Contact.MailingStreet

Lead.Phone

Lead.MobilePhone

–

Lead.FirstName

Lead.LastName

Lead.Company

Lead.Street

Contact.MailingCity

Contact.MailingState

Lead.City

Lead.State

Contact.MailingPostalCode

Lead.PostalCode

Five9 number1 number2 number3 first_name last_name company street city state zip

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Synchronizing Dialing Lists

These sections describe how to synchronize your dialing lists:

Adding the Salesforce ID to the Five9 Contact Database

Enabling Salesforce to Communicate with the VCC

Setting User Permissions for the Five9list Custom Field

Adding the Five9list Field to the Campaign Page Layout

Defining the Five9 Web Services Credentials

Adding a Five9 List Name to a Salesforce Campaign

Linking Salesforce Campaigns to Multiple VCC Domains

Adding the Salesforce ID to the Five9 Contact

Database

To create a one-to-one mapping between entries in Salesforce and Five9 dialing lists, create in the Five9 contact database the salesforce_id

custom field for the Salesforce object ID. This unique identifier synchronizes the lists between Five9 and Salesforce.

When you add contacts or leads to a Five9 list, Salesforce sends this ID with each record.

Log into your Five9 VCC Administrator’s application.

In the navigation pane, open Contacts > Fields.

Right-click Fields, and select Add Contact Field.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Synchronizing Dialing Lists

In the properties window, configure the field as follows:

Elements

Name

Map the Field to

Display as

Click Apply and Save.

Values

salesforce_id

None

Do Not Display

Enabling Salesforce to Communicate with the VCC

To enable communication between your Salesforce and Five9 accounts so that leads and contacts in a Salesforce campaign can be transferred to the VCC, specify in Salesforce all external URLs, such as the URL of the Five9 Configuration Web Services.

Locate Remote Site Settings.

Click New Remote Site.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization

Enter at least the required information:

Synchronizing Dialing Lists

Elements

Remote Site Name

Remote Site URL

Disable Protocol Security

Description

Active

Click Save.

Values

Five9WebServices https://api.five9.com

Optional description of the URL or service.

Checked by default.

Setting User Permissions for the Five9list Custom

Field

The Five9 managed package contains the custom Five9list campaign field. This field contains the name of the Five9 dialing list to synchronize with the Salesforce campaign.

When Salesforce contacts or leads are added to a campaign, they are automatically added to the specified Five9 dialing list.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Synchronizing Dialing Lists

When you install the Five9 managed package, the Five9list custom field is not automatically visible to Salesforce users. You must enable the field for the users who are allowed to view and update the field.

In Salesforce, locate Installed Packages.

Click the name of the latest version of the installed Five9 package.

Click View Components.

Locate and click Five9list.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Synchronizing Dialing Lists

Click Set Field-Level Security.

– Check Visible for the profiles to see the Five9list custom field.

– Check Read-Only for the profiles to view the field but not update it.

89 d

Click Save.

Adding the Five9list Field to the Campaign Page

Layout

You must add the Five9list custom field to the campaign page layout.

Locate Campaigns > Page Layouts.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization

Next to your campaign layout, click Edit.

Click Fields.

Drag the Five9list field to your page layout.

Synchronizing Dialing Lists

Click Save.

Defining the Five9 Web Services Credentials

To configure the Five9 Web Services credentials, follow these steps. This option is required to synchronize lists.

Click the Five9 Settings tab.

Important

Do not click or navigate away from the Five9 Settings page until the settings are loaded. Otherwise, you need to reinstall the managed package.

In the Five9 Settings tab, select Five9 Admin Web Services.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Synchronizing Dialing Lists

Enter the credentials.

Element Value

URL URL of your Five9 Configuration Web services, for example: https://api.five9.com/wsadmin/<version>/

AdminWebService

. For a list of versions, see the Configuration

Web Services API Reference Guide .

Username Five9 user name with administrator role. Five9 recommends that you create a user ID specifically for Web services because this user

ID cannot log into the Five9 administrator desktop while processing API transactions.

Password for the Five9 user name.

Password

ReportEmail Optional email address that receives the success or failure of each

Web services transaction. If the transaction failed, the email describes the failure. If you do not want to receive an email, leave this field blank.

Click Save.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Synchronizing Dialing Lists

Adding a Five9 List Name to a Salesforce Campaign

To send Salesforce campaign members to a Five9 dialing list, you must specify the name of the Five9 dialing list in the Five9list custom field.

List items are always sent asynchronously from Salesforce to Five9. The first time that you enter the Five9 list name in the Five9list custom field, Salesforce sends all the list members of the campaign in batches of 2000 items until the list is exhausted.

Subsequently, Salesforce sends additions, deletions, and changes in batches of 200 items.

Click the Salesforce Campaigns tab.

Click an existing campaign or create a new one.

Click Edit.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Synchronizing Dialing Lists

Enter the name of the Five9 dialing list to be synchronized with the content of the

Salesforce campaign, and click Save.

Linking Salesforce Campaigns to Multiple VCC Domains

Important

Ensure that all domains use the same release of the Five9 VCC so that all VCC features function correctly.

You can link individual Salesforce campaigns to specific Five9 domains. As soon as a

Salesforce campaign is linked to a Five9 domain, all content of the campaign is synchronized between Salesforce and Five9. Any change made to the Web Services login credentials and to the name of the list or its content, either in Five9 or in Salesforce, is automatically reflected in the other location for that campaign.

The speed of the synchronization process depends on the size of your list and the performance of the Salesforce Force.com and Five9 Web Services platforms.

These steps summarize how to implement this option:

Create or edit a campaign page layout that contains at least these fields: Five9

User, Five9 User Password, and Five9 WS Endpoint.

Five9 Report Email is optional.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Assigning Campaigns Automatically to Calls

Create or edit a campaign that contains this information for each list that you want to synchronize:

Element Value

Five9list

Name of the Five9 campaign list to link to multiple domains.

Five9 Report Email

Optional email address that receives the success or failure notification of each Web services transaction. If the transaction failed, the email describes the failure. If you do not want to receive an email, leave the field blank.

Five9 User

Five9 User Password

User name and password of the Five9 VCC Administrator.

These credentials enable you to link a specific Five9list to the Five9 WS Endpoint domain.

Five9 WS Endpoint

Five9 URL of your Five9 API version, for example: https:// api.five9.com/wsadmin/<version>/

AdminWebService

Note

If you copy and paste the URL into your environment, ensure that no extra space is added by the line break.

Assigning Campaigns Automatically to Calls

This feature ensures that agents are not prompted to select a VCC outbound campaign when they click to call a number in a Salesforce page, which saves time and reduces the risk of selecting the wrong campaign.

Important

Be sure to assign to your Five9 agents a skill that enables them to associate an outbound campaign with a call.

Use either method:

Method Advantages

VCC option Requires no change in

Salesforce.

Disadvantages

All agents are restricted to the same campaign.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Assigning Campaigns Automatically to Calls

Method Advantages Disadvantages

Custom field Useful when agents own the lead or account objects.

You need to create a custom field for each Salesforce object. When workforce changes occur, you need to reassign objects.

You overwrite other Salesforce and

Five9 campaign assignments.

VCC Option

This method enables you to use the value of Five9C2CCampaign in your Salesforce domain. However, all agents in the domain are restricted to the same campaign. The phone number and the campaign are automatically added to the softphone when agents click a phone number in Salesforce.

In your VCC administrator application, select Actions > Configure > Other tab.

In the Manual Calls section, select a campaign to activate the options.

Select Agents may manually select campaign, and optionally None.

Click Save and Exit.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Assigning Campaigns Automatically to Calls

Custom Salesforce Field

For each Salesforce object, you can create and add to the corresponding layout page a custom field named Five9C2CCampaignName, for example:

• Account object: the Support campaign is automatically associated with the call.

• Contact object: the Marketing campaign is automatically associated with the call.

• Lead object: the Sales campaign is automatically associated with the call.

You can also use a custom field to assign a campaign to a user.

The Five9 adapter uses the value of the custom field to determine if the campaign exists in Five9. If the campaign exists, it is assigned to the call. Otherwise, agents see an error message and a menu of Five9 campaigns from which to choose. The error may occur if the campaign does not exist, the campaign name in Five9C2CCampaignName does not match the name of a Five9 campaign, or the custom field is undefined or empty.

However, the custom field overwrites campaigns as follows:

• If you assign a campaign in Salesforce with the Five9C2CCampaignName field, this assignment overwrites any other Salesforce campaign assignment settings.

• If you configure the Five9 campaign assignment for certain contacts and leads, the VCC campaign assignment settings are used for the rest of your objects.

Depending on the data type that you choose, the field may contain a fixed value, a list of options, or a variable based on a formula:

• Static campaign name: the value of Five9C2CCampaignName is text. The same campaign is assigned to all outbound calls.

• List of campaign options: a list of campaign names from which agents select one option.

• Variable campaign names: the value of Five9C2CCampaignName is mapped to an existing Salesforce field.

This example describes how to create a custom field to offer to agents a list (Salesforce picklist) of outbound campaign names when clicking a phone number in a Salesforce contact details page. Follow the same instructions for all Salesforce objects to which you add the Five9C2CCampaignName field.

In your Salesforce Setup menu, locate Contacts > Fields.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Assigning Campaigns Automatically to Calls

At the bottom of the page, in the Contact Custom Fields & Relationships section, click New.

Select the field type, such as Picklist.

The steps that follow depend on the data type that you select, for example:

– To map the new custom field to another Salesforce field, select Formula.

– To assign a specific campaign to all calls, select Text.

For information about your data type, see the Salesforce documentation.

Click Next.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Assigning Campaigns Automatically to Calls

In the form, enter at least this information:

Important

Be sure that the name is spelled exactly as indicated below.

Element Value

Field Label Five9C2CCampaignName

Field Values Enter the names of the outbound campaigns that you want agents to see.

Field Name Five9C2CCampaignName

All other fields are optional.

Click Next.

Check Visible next to the user profiles who need to see the custom field.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Assigning Campaigns Automatically to Calls

Click Next.

To add to page layouts, select the contact layouts that need to display this field.

10 Click Save.

The Contact Fields page reappears. At the bottom of the page, your new custom field is listed in the Contact Custom Fields & Relationships section.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Configuring List Synchronization Mapping Salesforce Fields to Five9 Fields

Mapping Salesforce Fields to Five9 Fields

You can map Salesforce fields to Five9 fields so that when a person account or lead is added to a campaign in Salesforce, the data in the mapped fields is synchronized with the

Five9 contact database. Synchronization is possible because of the salesforce_id field.

When you add contacts or leads to a Five9 list, Salesforce sends this ID with each record.

For more information about the salesforce_id

field, see Adding the Salesforce ID to the

Five9 Contact Database .

Important

To maintain the performance of the Five9 API, map only the Salesforce fields required for the Five9 dialer and the VCC dialing reports. If the Five9 field names that you plan to use do not exist in the Five9 contact database, the mapping fails. Therefore, be sure that the fields that you want to map are present as Five9 field names and exist in the Five9 contact database.

Click the Five9 Settings tab.

Important

Do not click or navigate away from the Five9 Settings page until the settings are loaded. Otherwise, you need to reinstall the managed package.

Select the Five9 List Management Mapping section.

This page contains two sections: person accounts and lead field mappings.

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Configuring List Synchronization Mapping Salesforce Fields to Five9 Fields

Add, modify, or delete mappings:

– To modify a mapping, select a Salesforce field from the menu in the first column, and enter the corresponding Five9 field in the second column. For example, you might map the default phone number as follows:

Home phone: number1

Business phone: number3

– To add a field mapping option simultaneously to the lead and contact sections, click Add new mapping, and proceed as described above.

– To delete existing mapping options, check the boxes on the right and click

Delete selected mappings.

When done, click Save.

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Chapter 8

Integrating Five9 Channel Readiness with Salesforce Omni-Channel

102

Salesforce Omni-Channel

This chapter describes how to integrate Five9 channel readiness with Salesforce Omni-

Channel. Five9 does not provide recommendations for managing capacity and routing.

Salesforce Omni-Channel is not supported by Open CTI for Lightning.

In addition to using the voice and voicemail states selected by agents in the Five9 adapter, you can configure Salesforce to synchronize Five9 states and Salesforce Omni-

Channel presences for chat (Salesforce Live Agent) and email (Salesforce Email-to-Case) interactions by using Omni-Channel. This feature is available only in the Service Cloud console view by users enabled for Omni-Channel.

In Salesforce Omni-Channel, the presence of agents depends on the settings, skills, and channels assigned to agents and on the status of the current interaction.

In Five9, agents select at the beginning of a session at least one channel. For example, an agent select Ready for Voice. If you configure Five9 to be synchronized with Salesforce

Omni-Channel, the setting Ready for Voice means that the Salesforce Omni-Channel presence is set for voice but not for chat or email. During a session, Five9 and Salesforce

Omni-Channel update the agents’ state and presence in both directions as needed, for example:

• Five9 state: when agents select ready for chat, Salesforce Live Agent is set for chat.

• Salesforce presence: when agents select Online in Live Agent, Five9 is set for

Ready for Chat.

Agents may log in and change their state in either the Five9 adapter or in the Omni-

Channel menu. However, To ensure that Five9 and Omni-Channel presence can be synchronized, instruct your agents to first sign into the Omni-Channel when starting a session with Omni-Channel.

Before implementing this feature, you must meet these requirements:

• Be enabled for Salesforce Omni-Channel.

• Configure a console view for your agents. If you are creating a new console, be sure to enable Omni-Channel so that the option appears in the status bar of the agents’ console.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Integrating Five9 Channel Readiness with Salesforce Omni-Channel Enabling Salesforce Omni-Channel

• Configure the Salesforce Live Agent and Email-to-Case features.

• Install at least version 2.23 of the managed package available in the Salesforce

AppExchange.

Enabling Salesforce Omni-Channel

Creating Service Channels

Create Presence Configurations

Enabling Agents for Access to Presence Statuses

Adding Omni-Channel to the Console

Implementing Five9 Connect

Enabling Salesforce Omni-Channel

Start by enabling Omni-Channel.

Locate Omni-Channel > Settings.

Check Enable Omni-Channel and click Save.

Creating Service Channels

Service channels enable you to define the interaction methods that your agents may see in the Omni-Channel menu and use, such as voice, voicemail, email, and chat. Create a channel for each type of interaction.

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Integrating Five9 Channel Readiness with Salesforce Omni-Channel Creating Service Channels

In the same page, click create Service Channels.

Click New.

104

Create a channel for each type of interaction.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Integrating Five9 Channel Readiness with Salesforce Omni-Channel Creating Service Channels

Field

Service Channel Name

API Name

Salesforce Object

Custom Console Footer

Component

Description

Create a channel with each of these values. Be sure to use this format:

F9_Custom_<channelName>

, for example:

•

F9_Custom_CALL

: phone interactions

•

F9_Custom_Case

: Email-to-Case interactions

•

F9_Custom_Chat

: Live Agent interactions

•

F9_Custom_VOICE_MAIL

: voicemail interactions

Field usually populated with the same values as above.

Five9 does not use the content of this field.

Object associated with the service channel. This field applies only to Salesforce objects.

•

F9_Custom_Case

: case

•

F9_Custom_Chat

: Live Chat Transcript

For calls and voicemail, select any default or custom object other than the two that you have already selected. You may choose each object only once.

Optional. When an agent accepts an interaction, the specified component, such as a marketing campaign widget if the interaction is a lead. Five9 does not use the content of this field.

Click Save.

When done, you see four service channels as shown below.

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Integrating Five9 Channel Readiness with Salesforce Omni-Channel Create Presence Configurations

Create Presence Configurations

Presence configurations determine the presence settings that are assigned to agents.

Your organization can have multiple configurations for different groups of agents who support different channels.

When channel names exist, the softphone adapter displays ready state check boxes for these channels. Any combination of states selected in the Five9 softphone adapter must match only one Salesforce presence channel.

For each single or combined state available with the selected channels, including not ready, create a presence status in Omni-channel. If you use the voice, voicemail, chat, and email channels, you need to create 16 presences.

In Setup, locate Presence Statuses.

106

Click New.

Create a presence for each combination of interaction.

Important

Be sure that the names of the status names contain no spaces between the words.

In the Service Channels section, move to the Selected Channels column the available channels that correspond to presence status.

The label in the Status name column will appear in the Omni-Channel menu that agents will use. You may use different labels. However, you must use the API names listed in the second column.

Status Names API Names Selected Channels

All

Call

CallChat f9_call_vm_chat_email f9_call f9_call_chat

Voice, voicemail, chat, and email

Voice

Voice and chat

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Integrating Five9 Channel Readiness with Salesforce Omni-Channel Create Presence Configurations

Status Names API Names

CallChatEmail f9_call_chat_email

CallEmail f9_call_email

CallVM

CallVmChat f9_call_vm f9_call_vm_chat

CallVmEmail f9_call_vm_email

Case f9_email

Chat

ChatEmail f9_chat f9_chat_email

VmChat f9_vm f9_vm_chat

VmChatEmail f9_vm_chat_email

VmEmail f9_vm_email

NotReady

Selected Channels

Voice, chat, and email

Voice and email

Voice and voicemail

Voice, voicemail, and chat

Voice, voicemail, and email

Case

Chat

Chat and email

Voicemail

Voicemail and chat

Voicemail, chat, and email

Voicemail and email

Not ready

This figure shows the presence status for agents in ready state for all channels:

All | f9_call_vm_chat_email | All channels selected.

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Integrating Five9 Channel Readiness with Salesforce Omni-Channel Create Presence Configurations

Click Save.

When done, you have 16 presence statuses as shown below.

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Integrating Five9 Channel Readiness with Salesforce Omni-Channel Enabling Agents for Access to Presence

Enabling Agents for Access to Presence Statuses

You can enable agents in the profiles or in permission sets. This section describes the procedure with profiles. For information about using permission sets, see the Salesforce documentation.

Presence statuses indicate whether an agent is online and available to receive incoming work items. After you create presence statuses, make them available to agents who are assigned to certain profiles.

Agents who are assigned to this profile can sign in to Omni-Channel with any of the presence statuses that you make available to them.

In Setup, locate Profiles.

Click the name of a profile.

In the Enabled Service Presence Status Access section at the top, highlight the link, and click Edit.

Move to the right column all the presence statuses that you want your agents to see.

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Integrating Five9 Channel Readiness with Salesforce Omni-Channel Adding Omni-Channel to the Console

Click Save.

Repeat the procedure for all the profiles that you want to enable.

Adding Omni-Channel to the Console

The Omni-Channel widget appears in the bottom right corner of the Salesforce console only. From there, agents can change their presence status and triage their incoming work assignments.

In Setup, locate Create > Apps.

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Click Edit next to the Salesforce console to which you want to add Omni-Channel.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Integrating Five9 Channel Readiness with Salesforce Omni-Channel Adding Omni-Channel to the Console

111

In the Choose Console Components section, add Omni-Channel to the selected items.

Click Save.

In the App Menu in the top right corner, select your console.

The Omni-Channel menu appears to the left of the phone menu. You cannot open the softphone and Omni-Channel menus at the same time as shown in the figure below. In this example, all channels are enabled in the Five9 adapter and in

Salesforce Omni-Channel.

Important

To see the complete Omni-Channel menu, be sure to fully expand the menu. Otherwise, some or all of the options are hidden under the menu bar at the top.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Integrating Five9 Channel Readiness with Salesforce Omni-Channel Implementing Five9 Connect

If the softphone adapter is open, you can mouse over the Omni-Channel button to see its status.

Implementing Five9 Connect

If your Five9 domain is licensed to use Five9 Connect, you can use the Natural Language

Processing (NLP) with multichannel interactions to filter and categorize interactions, eliminate spam, and determine the customer’s sentiment. For example, this figure displays a column in which the customer’s sentiment is displayed.

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Obtaining the Package

Installing the Five9 Connect Managed Package

Customizing the User Interface

Training the NLP Engine

Obtaining the Package

Provide information about your Salesforce domain to your Five9 representative for each domain that you want to enable:

• Subdomain for your Salesforce Organization: You can obtain this information from the address bar of the browser after logging into Salesforce, for example: https://na2.salesforce.com.

• Salesforce Organization ID: The ID of your production environment is different from that of your sandbox. Your Salesforce.com Organization ID field starts with

00Dxxx.

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Installing the Five9 Connect Managed Package

Your Five9 representative provided a URL for the package and an activation key.

Install the managed package as described in Installing the Five9 Managed Package . When

the activation key page is displayed, enter your key and click Save The Activation Key.

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Customizing the User Interface

The Five9 NLP package adds several custom fields to the Case object. To use of these fields, you need to add them to the case list and the case detail views.

There are two kinds of fields: display only icons and editable drop-down boxes. Icons are read-only but are much more visible than text-based fields.

Adding Fields to the Case List View

Add fields to the Case Detail view. Edit an existing case view or add a new view.

Create or edit a view as usual. In Step 3. Select Fields to Display, add the custom NLP fields.

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The fields selected above correspond to the columns displayed in the figure below.

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Adding Fields to Case Detail Layout

To add fields to the Case Layout:

In the Setup menu, locate Build > Cases > Page Layouts.

Create or edit a layout.

In the page layout, create a section for the NLP fields.

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Drag these fields to the layout.

You may add any field that you need, for example:

– Sentiment Icon

– Sentiment

– Spam Status

– Spam Icon

– Category

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Click Save.

Adding Categories

The Categories tab is available with NLP.

The new category will be available on the Case Detail drop-down menu. Categories represent the cluster topics that you select for your business. The NLP engine is then trained to make associations with these topics.

Click the Plus sign and activate the Categories tab.

In the Categories tab, click New.

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Name and save the category.

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Training the NLP Engine

Before the NLP engine can tag items accurately, it needs to be trained with examples of manually labeled cases of spam, sentiment, and category. The quality of the results is proportional to the quantity of training. Although the number of cases required depends on the data, usually 100–200 examples are initially sufficient for acceptable results.

As the nature of data changes over time, new types of spam and new categories are added. You must continue to train the engine to ensure that results remain acceptable. If you do not continue to train the engine after the initial settings, results will become unreliable.

Actual learning takes place once a day at midnight. Therefore training results are not instantly visible.

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To set the Spam, Sentiment, and Category fields, open a case and set the correct values for each field. Cluster and sentiment are meaningless with spam cases so do not set them.

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Chapter 9

Enabling Optional Features in the VCC

This chapter describes additional Five9 features that you may add to your integration In the VCC Administrator application.

Using Dialing Lists in the E.164 Format

Enhancing the Click-to-Dial Call Log

Displaying Call Variables to Agents

Enabling a Default Call Queue

Enabling Connectors

Enabling Agents Permissions

All custom field CRM Variables support the UK and Euro currencies.

Using Dialing Lists in the E.164 Format

The E.164 format for international phone numbers is used to route calls, process lists, and display numbers in your applications and reports. When you upload a list, the country prefix and all spaces and non-numeric characters, such as dots, dashes, and parentheses, are removed. Numbers are stored in the E.164 format, starting with the plus sign.

You may also configure in the VCC a national phone number format. In this case, you can upload lists that contain numbers in E.164 format, in your national format, or both. If you do not specify a format, the VCC uses the E.164 format for all numbers. For example, if you operate in the UK, these numbers are processed as follows:

Phone number format How the number is processed

International format

Belgium phone number is added to a list:

3456

7899

Phone number is processed in VCC: International prefix (

) and non-numeric characters are removed. Plus sign is added.

Stored number:

322034567899

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Enabling Optional Features in the VCC Enhancing the Click-to-Dial Call Log

Phone number format How the number is processed

National format

No specified format

UK phone number is added to a list:

2034567899

Phone number is processed in VCC: National prefix (

) and non-numeric characters are removed.

country code and the plus sign are added.

Stored number:

+44

2034567899

Number stored in E.164 format.

If your domain is enabled to use the E.164 format, your agents must enter phone numbers in the format that you select for all inbound and outbound calls made by the dialer or manually. If your domain is not enabled, your agents must enter 10 digits to conform to the North American Numbering Plan . For more information, see the Basic

Administrator’s Guide .

The default country code is North American Region. When agents select a country code, this code is used for the following calls until agents change the country code.

Enhancing the Click-to-Dial Call Log

This feature enables you to select how Salesforce objects are added to the Name and

Related To fields of the softphone. The call log functions in one of two ways:

• Original functionality: The call log is updated by default with the last record that agents open during the call. The information, such as case, opportunity, or account, is added to the Name or Related To object field.

• Enhanced functionality:

– Outbound calls are associated by default with the first record, which is the record that was clicked for the call. The objects from the additional records that are opened during the call are added to the Name and/or Related To menus.

– Inbound calls are associated by default with the last opened record as in the original functionality.

In both cases, your agents can change the default record before selecting a disposition, and they may also create a record.

Select Actions > Configure > Other.

In the Call Logging section at the bottom, check the box.

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Enabling Optional Features in the VCC Enhancing the Click-to-Dial Call Log

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When you do so, a verification message appears:

Important

If you click Yes, the menu item becomes grayed out because the change is permanent.

Click Yes.

You do not need to click Save to retain this feature. The change takes effect immediately.

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Enabling Optional Features in the VCC Displaying Call Variables to Agents

Displaying Call Variables to Agents

Call variables are custom fields that store call data, which enables you to display the most appropriate interaction and record information to agents. Use call variables directly in voice interactions and in connectors for multi-channel interactions. You may use system or custom variables.

This example describes how to display to agents the queues to which inbound calls are routed by adding a call variable to the layout of a new or existing campaign profile. This section applies only to voice interactions. You cannot display call variables of the

Customer group.

Open Campaign Profiles.

In a campaign profile, add the

Call.skill_name

variable to the layout.

Open or create a campaign profile.

Select the Layout tab.

Select Custom Campaign Settings.

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Click Add.

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Enabling Optional Features in the VCC

Select Call Attached Variable.

Select Call.skill_name.

Displaying Call Variables to Agents

Click OK.

The variable is displayed in the list of the Layout tab.

If appropriate, enable Enforce Users to View Call Variables at the bottom.

Important

Even though the heading for this option is CTI Web Services, the option applies also to the Plus Application.

Enabled: Call variables are always shown to agents.

Disabled: Call variables are shown to agents only if they enable Show Call

Attached Variables in their softphone settings.

Click Apply.

If the campaign profile is currently used by a campaign, your changes are applied immediately. If the campaign profile is not yet used by a campaign, go to step 3.

Assign the profile to an inbound campaign.

Open the properties of the campaign.

In the Campaign Profile section of the General tab, click Advanced mode.

Select a campaign profile.

Click Apply and Save.

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Enabling Optional Features in the VCC Displaying Call Variables to Agents

If appropriate, ensure that your agents enable Show Call Attached Variables in their adapter.

In their adapter, this feature is located in Settings > General tab; the data associated with the variable is displayed in the call information section of the softphone.

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Enabling Optional Features in the VCC Enabling a Default Call Queue

Enabling a Default Call Queue

You normally assign skills to your agents so that they may process calls that are delivered to the corresponding queues. However, you may also use a queue that is not assigned to any agents to send calls to agents and supervisors who are not assigned skills or when agents with a particular skill are not available.

To implement this feature, configure the skill transfer module of an IVR script, shown below, but save the module without selecting skills. Calls will be routed to agents and supervisors who are not assigned skills. The unassigned queue is labeled Default in the softphone.

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Enabling Optional Features in the VCC Enabling Connectors

Unassigned queue in the softphone

Enabling Connectors

Because of their security policies, browsers do not accept mixed content unless they are configured to do so. This issue occurs with Firefox, Chrome, and Internet Explorer. For example, if the softphone uses a secure URL, but the connector does not, the connector will not open in the browser. To prevent issues, when you create a connector in the VCC administrator’s application, use a secure HTTPS URL and/or enable Execute in Browser.

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Enabling Optional Features in the VCC Enabling Agents Permissions

Enabling Agents Permissions

In addition to standard agent permissions, assign those specific to Plus applications, or create a profile that contains the permissions. Both permissions are available in the Roles tab of user profiles and in each user’s permissions. By default, both permissions are disabled.

PSTN station

Important

Agents and supervisors who log into a PSTN station or forward calls between sessions may incur high long-distance fees. Therefore, be sure to give permission only to the appropriate users.

• Top of the window: User can access selected client: Web Agent

– Enabled: Agents can use the Web agent. These agents must not be enabled for Social and Email in the Media Type tab of the user’s properties. Only Java agents can use these options.

– Disabled: The agent can use only the Java agent if it is enabled.

• Bottom of the window: User Cannot Manually Install Softphone.

– Enabled: Agents cannot download the softphone when logging in for the first time.

– Disabled: Agents can download the softphone when logging in for the first time.

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Chapter 10

Configuring Salesforce Reports to

Include Five9 Statistics

To obtain detailed information about the performance of your contact center, you can import Five9 statistics into your Salesforce organization by using the Salesforce Email

Services and generate reports that contain data from Salesforce and Five9.

Configuring Salesforce Email Services

Uploading Batches of Five9 Logs

Salesforce Limits

Important

In addition to the limits mentioned below, be sure that your implementation conforms to Salesforce Limits . Otherwise your requests may be rejected.

Configuring Salesforce Email Services

Salesforce Email Services enable you to process the contents, headers, and attachments of inbound email messages with Salesforce managed classes. For example, you can use an email service to create contact records from the information in messages or to transfer voicemail messages that you want to attach to a Salesforce object. You can associate each email service with one or more Salesforce-generated email address to which you send messages for processing. To give multiple users access to a single email service, associate the email addresses as follows:

• Multiple email addresses: allocate the addresses to users.

• Single email address: write a managed class that is executed by the user accessing the email service. For example, after identifying an email address, the class creates records for the user.

Five9 can support up to 100 queries. Therefore, ensure that the CSV file that you send to

Salesforce contains no more than 100 records. For information about limits in Salesforce, refer to the Apex Developer Guide and How to be Successful with Salesforce User’s Guide.

The following example describes how to generate a mapping to import Five9 statistics about unsuccessful dialing attempts.

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Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services

In your Salesforce Setup menu, locate Email Services.

Click New Email Service.

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Configure as follows:

Element Value

Email Service Name

Apex Class

Accept Attachments

Advanced Email

Security Settings

Accept Email From

Convert Text

Attachments to Binary

Attachments

Active

Enable Error Routing

Contents of the report, for example: Unsuccessful dial attempts.

Class that processes report email messages. To find a class, click the magnifier to the right of the field, and select

Five9ReportEmailService

Select All.

Leave the box unchecked.

Enter five9.com.

Check the box.

To activate the service, check this box.

Check the box.

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Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services

Element

Route Error Emails to

This Email Address

Value

Enter the email address of the recipient of service errors.

Click Save and New Email Address.

All the fields are populated but can be modified:

– The name in the Email Address field is part of the generated email address.

– The Context User field contains the Salesforce administrator’s name or that of a user with administrative rights.

– The Accept Email From field contains the email address of the administrator who created the email service address. Change the entry to five9.com.

To generate the address, click Save.

A summary page appears with the email address at the bottom.

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Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services

To edit the email address, click Edit.

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Ensure that the required fields contain the information that you need.

For example, you may change the name of the context user to a role, such as administrator.

email address of the email service

Save the email address.

You will be pasting the email address when you create your

Five9 reports

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Configuring Salesforce Reports to Include Five9 Statistics Uploading Batches of Five9 Logs

Uploading Batches of Five9 Logs

You can export batches of reports from Five9 to Salesforce with the Salesforce Email

Services. These reports contain calls made by the Five9 dialer:

• Calls never handled by agents, such as when they are busy. If you want, you can create tasks in Salesforce for these calls.

• Calls handled by agents. If agents are not allowed to create tasks in Salesforce, the Email Service creates the task records. This situation is not common because usually agents are allowed to create tasks in Salesforce.

• All calls made by the dialer. To avoid duplicating call records, Five9 recommends that you capture calls by using either tasks or the report but not both.

Creating Activity Fields for Reports

Mapping Salesforce Task Fields to Five9 Fields

Customizing Five9 Reports

Creating Activity Fields for Reports

If you have not done so already, create in Salesforce the

Five9_Call_Time field. You will need this field when you customize the Salesforce log mapping to send Five9 logs to

Salesforce with the Salesforce email services. You may create other fields as needed.

Mapping Salesforce Task Fields to Five9 Fields

You need to map at least the custom date and time fields. To associate the call log with

Salesforce tasks, you can also map the salesforce_id

Five9 contact field, which synchronizes data between Five9 and Salesforce. If a Five9 field does not exist or the data type, such as time, date, or text, does not match, the field is not added to the report.

Click the Five9 Settings tab.

Important

Do not click or navigate away from the Five9 Settings page until the settings are loaded. Otherwise, you need to reinstall the managed package.

Click Five9 Log Mapping.

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The Log Mapping page shows the default fields. The column on the left contains the task fields saved in the Salesforce task record. The column on the right contains the Five9 fields included in the Five9 report.

To add a field, click Add new mapping.

A new pair of fields appears at the bottom of the list.

Select a Salesforce task field, and enter the name of the corresponding Five9 report field, such as date:

Salesforce Task Field Five9 Report Field

Created Date

Five9_Call_Time

Contact/Lead ID

DATE

TIME

Required

Optional

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Click Save.

Customizing Five9 Reports

The maximum report size is 5 MB. If you have larger reports, Five9 recommends that you modify your criteria to create smaller reports. You can view your Five9 reports as Tasks in

Salesforce. For detailed information about creating and scheduling Five9 reports, see the

Dashboard and Reporting User’s Guide .

Click Create New Custom Report.

Select a type of report and a report format.

Configure a report that contains the fields specified in the Salesforce mapping for your email service.

To add more fields to your report, see Viewing Standard Salesforce Task Fields ,

and add the fields in

Mapping Salesforce Task Fields to Five9 Fields

Add these fields:

Five9 Report Field

DATE

TIME

Required Date of creation.

Required Time of creation.

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Five9 Report Field

salesforce_id

Optional Associates the call log with the Salesforce lead that was called by the Five9 dialer. Do not use this field if the dialer is configured to dial more than once each hour.

Important

If the report contains records for leads that have been converted in Salesforce, the batch update fails, no task is created, and you receive an email error message. Therefore, send the batch update before the dialer makes another call attempt. To reduce the likelihood of errors, set the report interval to Last Hour and schedule the report to be emailed hourly.

Five9 reports

In the Schedule step at the end, configure these elements:

Paste the email address created by the Salesforce email service in the E-mails

field of the Report schedule window. For more information, see email address of the email service

In the Output Format field, select CSV (Windows).

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Chapter 11

Collecting Logs

This chapter describes how to collect logs from the workstation of agents who use the

Five9 Plus applications:

Browser Logs

Softphone Log

Application Log

Logs are always displayed in UTC.

Browser Logs

Chrome

Follow these steps to locate the console logs.

In Chrome, click the menu icon in the top-right corner of the browser.

Select More Tools > Developer Tools.

In the browser console, select the Network tab, WebSockets, WS, and Frames.

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Collecting Logs Browser Logs

Select the Console tab.

Click the filter, and select the items that you want, such as errors and warnings.

Firefox

Follow these steps to locate the console logs.

Open the console: Ctrl+Shift+J.

Click and select the objects that you want.

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Collecting Logs

Internet Explorer

Follow these steps to locate the console logs.

To open the console, press F12.

Select the console tab.

Browser Logs

Safari

Follow these steps to locate the console logs.

To enable Web Inspector in the browser toolbar, open the Safari preferences.

Select the Advanced tab.

Enable Show Develop menu in menu bar.

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Collecting Logs Softphone Log

To access the Web Inspector, click the Develop menu in the menu bar, or press

Command-Option-I.

Select console.

Softphone Log

You or Five9 Customer Support may request these files, which contain information about the adapter. Softphone logs are saved in the agent’s computer for four days before being deleted. Log files are located in these folders:

• Windows:

%appdata%\Five9\Logs\websoftphone

• MAC:

~/Library/Application\Support/Five9/Logs/websoftphone

Application Log

All actions performed by agents are saved in logs that can be used to troubleshoot problems with their station. You or Five9 Customer Support may request application logs to troubleshoot issues. By default, all agents can collect logs that apply to voice and text interactions and send a basic report. These logs contain the events that occur during the agent’s current session because logs are not saved when the agent closes the browser.

The log window gathers all available information. The process takes 30–60 seconds.

During that time, if you click Stop Logging or close the window, the content that has been logged so far is not saved, but the rest of the session information is retained unless the session has timed out. The log is complete when no more information is added.

These logs are located in the softphone.

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Collecting Logs

In the Help menu, click Start Logging.

Application Log

To save the content that you need to send to Customer Support, click Download.

The file name is similar to this one:

Five9 - CRM adapter - Mon, Apr 6, 2015

4_14 PM.txt

. The file is saved in your default download folder.

You may redirect the softphone logs to a custom directory. To do so, set the

F9_

SOFTPHONE_LOG_DIR

environment variable in the agent’s workstation. For example, you may redirect the logs to a NAS share mounted in the agent’s workstation.

For more information about logs, see Reporting Problems in the Plus Adapter for

Salesforce Agent’s Guide .

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Chapter 12

Managing the Software for Your Agents

This chapter describes how to configure your agents’ browser. If you want to allow your agents to prepare their browser, forward to them the instructions for the appropriate browsers.

You can use the adapter with Microsoft® Internet Explorer®, Mozilla® Firefox®, Google™

Chrome™, and Apple® Safari®. For detailed information about the supported browsers, see the VCC Technical Requirements .

The Five9 softphone supports system and agent spaces:

• System space: You may prepare the browsers and install the softphone remotely by using Windows Group Policy or Mac Active Directory.

• Agent space: When agents log into the softphone for the first time, they may download it and any additional software required for your integration.

Installing the Adapter

Configuring the Browser

Installing the Adapter

If you currently use a previous Five9 adapter for Salesforce, CTI Toolkit API versions 3.x,

4.x, or Open CTI, you may install the new Five9 Plus Adapter for Salesforce without first removing the existing adapter.Install the softphone with the system space installer. Even if your agents use more than one browser and if you use more than one Five9 product, you need to install the softphone only once because the installers are identical:

• Windows: The file name is

Five9Softphone.msi

• Mac: The file name is

Five9Softphone.dmg

Important

Be sure that your firewall and other security software does not block the installation of the Five9 softphone.

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Managing the Software for Your Agents Installing the Adapter

Firefox 49

Important

Due to a defect in Firefox 49, the softphone adapter may not be detected immediately when it is installed for the first time. Adapters that are already installed are not affected. To resolve this issue, users should close and reopen the browser. Alternately, in the browser menu, users can click Tools > Addons > Plugins to verify that Five9 Softphone Plugin is listed. This action needs to be performed only once.

Firefox beta version 50.b.10 appears to work correctly.

Mac OS 10 with Safari 10

Important

Due to issues in Mac OS 10.12.1 with Safari 10.0.1, users may experience one of these problems when the softphone adapter and the extension are installed:

• After users install the softphone adapter and the extension, an error message is displayed. To resolve the issue, users should press Command +

R to manually refresh the page.

• After users install the softphone adapter and the extension, the adapter may crash. To resolve this issue, users should log out and reopen the browser. After that, the expected three tones are played.

To install the softphone, double-click the installer and click Run.

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The process may take a couple of minutes.

When done, click Finish.

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Managing the Software for Your Agents Configuring the Browser

Occasionally, the softphone adapter may need to be updated. Five9 recommends that you do not prevent your agents from installing the automatic softphone and add-on updates because your agents are prevented from working until the updates are installed.

To prevent installation problems for your agents, ensure that they have permission to do so if they will use the softphone and install the adapter at least once to resolve any potential issues due to your browser, firewall, and operating system.

Configuring the Browser

Chrome

You need to add exceptions to the browser and install and configure the adapter.

Adding Exceptions

Installing the Extension

Important

In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings.

If you use Mac OS and Chrome 53, connectors do not open. Be sure to update the browser.

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Managing the Software for Your Agents Configuring the Browser

Adding Exceptions

Add exceptions for Five9 and Salesforce so that notifications can appear in the adapter.

Click the Chrome menu in the top-right corner of the browser.

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Select Settings.

At the bottom of the Settings tab, click Show Advanced Settings.

In the Privacy section, click Content Settings.

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Managing the Software for Your Agents Configuring the Browser

In the Cookies section, ensure that Allow local data to be set is selected.

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Scroll down to Pop-ups.

Click Do not allow any site to show pop-ups.

Click Manage exceptions.

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Managing the Software for Your Agents Configuring the Browser

Add these exceptions, ensuring that the selected behavior is Allow:

[*.]five9.com or

[*.]five9.eu

[*.]salesforce.com

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10 Click Done, Done, and close the Settings tab.

Installing the Extension

Note

If your agents have permission to access multiple domains, you need to install one extension for each domain.

You may install the extension from the Chrome Web store now, or you may allow agents to install it when they log into the adapter for the first time. In this last case, agents will be prompted to reinstall the extension when an update is available.

Chrome Web Store.

Click this link to the extension in the Chrome Web store .

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Managing the Software for Your Agents Configuring the Browser

Click Add to Chrome.

Click Add.

After the extension is installed, the button changes from blue to green.

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Managing the Software for Your Agents Configuring the Browser

Chrome Extension File.

To distribute the extension to your agents’ workstations, save the CRX file. For instructions about distributing the extension, see Extensions: Other

Deployment Options in the Chrome Developer Center. This option does not appear in the agent’s guide.

Troubleshooting the Softphone

If the softphone appears connected in one browser window but disconnected in another, refresh the page of the window in which the softphone is disconnected.

Refresh all pages after you install or remove an extension.

Firefox

Add exceptions to the browser and install and activate the adapter.

Adding Exceptions

Enabling the Five9 Softphone Plug-In

Adding Exceptions

Important

Add exceptions for Five9 and Salesforce so that notifications can appear in the adapter, and install and activate the adapter.

Click Tools or the menu button in the top right corner, and select Options.

Depending on the version of your browser, the Options menu opens either in a

Windows menu or in a browser tab. However the features are the same.

Select the Content tab.

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Managing the Software for Your Agents Configuring the Browser

Check Block pop-up windows, and click Exceptions.

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Add these exceptions, ensuring that the selected behavior is Allow: five9.com or

five9.eu

[*.]salesforce.com

Click Save Changes.

Depending on your browser version, close the tab or click OK to close the settings window.

Enabling the Five9 Softphone Plug-In

Perform this procedure after the adapter is installed.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Managing the Software for Your Agents

Click Tools > Add-ons.

Configuring the Browser

Click Plugins.

Locate Five9 Softphone Plugin, and select Always Activate if it is not already selected.

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Depending on your browser version, close the tab or click OK.

Internet Explorer

At a minimum, you need to enable pop-up windows, and if agents see error messages, complete the appropriate other sections.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Managing the Software for Your Agents Configuring the Browser

Enabling Pop-Up Windows

Configuring Optional Browser Features

Enabling Pop-Up Windows

Important

You must add exceptions for Five9 and Salesforce so that notifications can appear.

Select Tools > Internet Options.

Click the Privacy tab.

Check Turn on Pop-up Blocker, and click Settings.

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Add these exceptions:

*.five9.com or

*.five9.eu

*.salesforce.com

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Managing the Software for Your Agents Configuring the Browser

Click Close, and OK.

Adding your Domains to Trusted Sites

If you use Internet Explorer 11 with single sign-on, follow these steps.

Select Tools > Internet Options.

Select the Security tab.

Select Trusted Sites.

Click Sites.

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Microsoft Dynamics CRM host

Add these domains to the list:

– Your Five9 host (five9.com or five9.eu)

– Your AD FS host

For example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/

IdpInitiatedSignOn.aspx

, your AD FS host is idp.mycompany.com

Click Close.

Configuring Optional Browser Features

Follow these steps only if error messages are displayed.

Customizing Intranet Sites in Internet Explorer 11

Disabling Protected Mode

Customizing Intranet Sites in Internet Explorer 11.

If Salesforce search results do not appear, verify that the Salesforce domain is not part of your intranet. Do not use this procedure with other versions of Internet Explorer.

Select Tools > Internet Options.

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Select the Security tab.

Select Local Intranet, and click Sites.

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Click Advanced.

In the list of Websites, select and remove Salesforce if it is listed.

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Managing the Software for Your Agents

Click Close, OK, and OK.

Select Tools > Compatibility View Settings.

Configuring the Browser

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Disable Display intranet sites in Compatibility View.

Click Close.

Disabling Protected Mode.

By default, Protected Mode is enabled for the Internet,

Local Intranet, and Restricted Sites zones. If it is enabled for the Web site opened in the current tab, an error message states that the Five9 adapter cannot run. To disable

Protected Mode, follow these steps.

Select Tools > Internet Options.

Select the Security tab.

If you are using Internet Explorer 11, select Trusted Sites.

Click Sites.

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Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD

FS host.

For example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/

IdpInitiatedSignOn.aspx

, your AD FS host is idp.mycompany.com

Click Close.

Select a Web content zone, and disable Enable Protected Mode.

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Safari

Enable pop-up windows, plug-ins, and cookies in the Safari Preferences, and install an extension.

Enabling Pop-Up Windows and Plug-Ins

Enabling Cookies

Installing the Extension

Enabling Pop-Up Windows and Plug-Ins

By default, your browser prevents pop-up windows. You must disable this feature.

Click Security.

Disable Block pop-up windows.

Enable Allow Plug-ins and click Website Settings.

For the Five9 Softphone Plugin, select Allow Always, and Click Done.

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Enabling Cookies

By default, the browser limits cookies to only the pages that are visited. This feature prevents logging into the Plus Adapter for Salesforce the first time.

Click Privacy.

In Cookies and website data, click Always allow.

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Installing the Extension

Safari extension

Note

If your agents have permission to access multiple domains, you need to install one extension for each domain.

To distribute the extension to your agents’ workstations, download and save the

Five9Softphone.safariextz file. However, agents can install the extension when they log into the adapter for the first time. When an update is available, a notification appears in the softphone.

Removing the Integration

Be sure that the user has logged out of the adapter and that the browser is closed.

Removing the Adapter

If you need to remove the softphone adapter, follow these steps. However, if you installed an extension for the Chrome or Safari browser, the extension remains.

Windows OS

Follow these steps:

Click Start > Control Panel > Programs > Uninstall a Program.

In the list of programs, select Five9 Softphone and click Uninstall.

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Click Yes to confirm.

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When done, close the control panel.

Mac OS

To remove the softphone, use this script, which is located inside the installation image:

Install the softphone either from the customer portal or from the link displayed in the Plus application if an update is required when you log in.

Run this script at your terminal:

/Volumes/Five9\ Softphone\ Installer/.content/uninstall.sh

Clearing the Browser Cache

The login window for the adapter still appears, but the softphone is no longer installed: if you try to log in now, the installation process starts again.

Chrome

Click the Chrome menu in the top-right corner of the browser.

Select More Tools > Clear browsing data.

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Select the amount of data that you want to delete, such as the beginning of time to delete everything.

Check the boxes for the types of information that you want to remove.

Click Clear browsing data.

Close the Settings tab.

Firefox

Click Tools > Options > Advanced > Network.

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Click Clear Now twice.

Depending on your browser version, close the tab or click OK to close the settings window.

Internet Explorer

Click the cog in the top right corner > Safety > Delete browsing history, or press

Ctrl+Shift+Delete.

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Check the appropriate boxes, and click Delete.

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Five9 Plus Adapter for Salesforce • Administrator’s Guide

Appendix A

Components of the Apex Package

This appendix contains the components of the Five9 managed package that you download from the Salesforce AppExchange.

All custom objects and resources are for internal use only.

Code

All other Apex classes are for internal use only.

Component

Five9ReportEmailService

Description

Apex class required to configure Salesforce Email

Services for Five9 Log Mapping. See Configuring

Salesforce Reports to Include Five9 Statistics

Tabs

Component

five9admins

Five9AdminWS

Description

Do not use.

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Components of the Apex Package Custom Fields

Five9 Settings Tab that contains optional features:

• Default screen pop search: Enabling Custom

Salesforce Search Options

• Open CTI search class:

Configuring Custom

Searches

• Five9 configuration Web Services API:

Defining the Five9 Web Services Credentials

• Five9 log mapping to Salesforce fields:

Mapping

Salesforce Task Fields to Five9 Fields

• List Management Mapping:

Mapping Salesforce

Fields to Five9 Fields

Custom Fields

Use only the fields described below. All other custom fields are for internal use only.

Component

Five9 After Call Work Time

Five9 Agent

Five9 Agent Extension

Five9 Agent Name

Five9 ANI

Five9 Call Now

Five9 Call Type

Five9 Campaign

Five9 DNIS

Five9 Handle Time

Five9 Report Email

Description

Synchronizing Dialing Lists

: Optional campaign field that indicates whether new records are dialed immediately after they are created. Possible values: yes or no.

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Components of the Apex Package

Component

Five9 Session Id

Five9 User

Five9 User Password

Five9 WS Endpoint

Five9CallbackCampaignId

Five9CallbackCampaignName

Five9CallbackId

Five9CallbackNumber

Five9list

Description