Introduction. Five9 Plus

The Five9 Plus Adapter for Salesforce helps you integrate the Five9 Cloud Contact Center with your Salesforce.com CRM environment. It enhances the ability of contact center agents to sell, retain, and support customers.

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Chapter 1

Introduction

The Five9 Plus Adapter for Salesforce is a browser plug-in that enables you to integrate the Five9 Cloud Contact Center with the Salesforce CRM. After your agents have installed the adapter, they can use the Five9 softphone, a call control tool that works in the

Salesforce desktop with the cloud or console view that you have created.

To verify that the workstations of your agents meet the technical requirements to use this

Five9 product, see Five9 Adapter for Salesforce in the VCC Technical Requirements or contact your Five9 representative.

opened browser tabs and windows

Important

Each browser limits the number of parallel connections for each host.

Because all opened tabs and windows share these connections, open no more than five tab and browser windows to avoid performance issues. This limitation applies whether the content of the windows, such as case or opportunity, differs, or the windows are opened in different browsers, such as Firefox, Internet Explorer,

Chrome, or Safari. For more information about the connection limits that apply to your browser and its versions, refer to the vendor of your browser.

However, the console view enables you to avoid performance issues with the Five9

Plus Adapter for Salesforce when more than five browser tabs and windows are opened.

Audience

This guide describes for Salesforce and Five9 VCC administrators how to download, install, and configure the Five9 Plus Adapter for Salesforce and how to configure the required and optional Salesforce elements.

Warning

Five9 does not control the variations in the Salesforce user interface and does not know when changes may occur. Therefore, to complete the integration correctly, you must be a Salesforce.com Certified Administrator or equivalent.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Introduction About Open CTI for Lightning

New Integrations

This guide applies to you if you are installing a Five9 Adapter for Salesforce for the first time, and your domain has been enabled for the Five9 Plus Adapter for Salesforce.

In the future, your agents’ adapter will be updated automatically. However, upgrading the managed package will remain a manual operation.

Existing Integrations

If you currently have an integration with one of the Five9 adapters for Salesforce, CTI

Toolkit API versions 3.x, 4.x, or Open CTI adapter, follow these steps after your domain is migrated to a new platform.

From the Five9 Open CTI adapter, you may upgrade to the Five9 Plus adapter for

Salesforce or to the Five9 Open CTI adapter for Lightning. If you are currently using the

Plus adapter, you do not need to upgrade to use the Open CTI adapter for Lightning.

However, you need to create and populate a separate call center in Salesforce for

Lightning users.

Install the new managed package.

You do not need to first remove the existing package. For more information, see

Installing the Five9 Managed Package .

Create a new call center, ensuring that your call centers are named so that you can easily differentiate them.

For more information, see Creating Additional Call Centers

Migrate users to the new call center.

To move agents between Salesforce adapters, assign the agents to a call center that uses a different adapter. Although you may also continue to use your current integration, your agents may not use two different adapters at the same time. For more information, see

Adding Users to the Call Center

About Open CTI for Lightning

Open CTI for Lightning differs from the other views as follows:

• The adapter is docked permanently and cannot be manually resized by agents.

• Multiple Salesforce tabs and browser sessions are not recommended.

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Introduction Summary of the Integration Steps

This figure contains a softphone adapter in which an agent is logged in and is ready for voice interactions.

Summary of the Integration Steps

This section summarizes the steps required to create a call center with the Five9 Plus

Adapter for Salesforce. Steps 1, 2, 3, and 5 are required; steps 4, 6, and 7 are optional.

Regardless of the features that you choose to implement, you must follow the chapters in the order in which they are written.

Install in Salesforce the Five9 managed package. Installing the Five9 Managed

Package

Download the call center definition file. For more information, see

Downloading the Call Center Definition File

Create and populate a call center. For more information, see

Creating and

Populating a Five9 Call Center in Salesforce

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Introduction Summary of the Integration Steps

Optionally, configure single sign-on. This feature is available only with the Plus adapter. For more information, see

Configuring Single Sign-On

Determine the data fields that you need. For more information, see Configuring

Fields to Save and View Five9 Data

Configure and customize additional Salesforce and Five9 features:

–

Salesforce pages and search options: Configuring the Salesforce Softphone and Search Options .

– Additional Five9 features:

Enabling Optional Features in the VCC .

– Synchronization of campaign lists:

Configuring List Synchronization

– Salesforce Omni-Channel presence synchronization:

Integrating Five9

Channel Readiness with Salesforce Omni-Channel

– Custom reports:

Configuring Salesforce Reports to Include Five9 Statistics .

Prepare the browsers and the softphone that your agents will use. For more

information, see Managing the Software for Your Agents .

Five9 Plus Adapter for Salesforce • Administrator’s Guide

Key features

Integrates Five9 Cloud Contact Center with Salesforce CRM
Enables use of Five9 softphone in Salesforce desktop
Supports cloud and console views
Provides single sign-on option
Offers customizable Salesforce options for users

Frequently asked questions

The Five9 Plus Adapter for Salesforce integrates the Five9 Cloud Contact Center with your Salesforce.com CRM environment, enhancing the ability of contact center agents to sell, retain, and support customers.

The Five9 softphone can be used with the cloud view or the console view, both of which can be customized in Salesforce.

To install the Five9 Plus Adapter for Salesforce, you need to install the Five9 managed package from the Salesforce AppExchange and download the call center definition file.

The technical requirements for using the Five9 Plus Adapter for Salesforce can be found in the VCC Technical Requirements document or by contacting your Five9 representative.

Each browser limits the number of parallel connections for each host. To avoid performance issues, it is recommended to open no more than five tabs and browser windows.