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Cloud Contact Center Software

Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright © 2018 Five9, Inc.

Five9 Adapter for VelocifyAdministrator’s Guide

March 2018

This guide describes how to install and configure the Five9 Disposition Synchronization and the Five9 Adapter for the Velocify lead management solution. The synchronization application enables you to map custom Velocify actions to custom Five9 dispositions.The adapter enhances the Velocify application with complete call center capabilities, advanced lead work flow management, and increased productivity.

ii Five9 Adapter for Velocify • Administrator’s Guide

About Five9

Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com.

Trademarks

Five9®Five9 LogoFive9® SoCoCare™Five9® Connect™

Contents

What’s New................................................................................. v

Chapter 1Upgrading Your Connectors Before April 15th, 2018 ..............................1Assigning a Lead in Velocify........................................................................ 1Modifying the Status of a Lead .................................................................... 2Adding an Action to the Lead...................................................................... 3

Chapter 2Introduction ................................................................................5Audience .............................................................................................. 5Velocify Account Requirements ................................................................... 5

Chapter 3Installing the Five9 Disposition Synchronization Application ....................6

Chapter 4Configuring the Velocify Options ......................................................9Creating Actions for Five9 Dispositions .......................................................... 9

Default Action................................................................................... 9Re-Assigned Action ............................................................................ 12

Defining Email Templates for Response Conditions ........................................... 13

Chapter 5Configuring the Five9 Options........................................................ 15Mapping Velocify Actions to Five9 Custom Dispositions ...................................... 15Adding Fields to the Five9 Contact Database ..................................................16Configuring Leads Assignment with Screen Pops .............................................. 18Configuring an IVR Script to Route Inbound Calls.............................................. 19

Lookup Contact Record Module.............................................................. 20Contact Update Module....................................................................... 21Transfer Module................................................................................ 22

Transfer Module #1 ....................................................................... 22Transfer Module #2 ....................................................................... 24

Using Dialing Lists in the E.164 Format ......................................................... 24Prioritizing Inbound Calls Over Record Preview ............................................... 25

Setting Domain Options....................................................................... 26Setting Campaign Options .................................................................... 27

Chapter 6Configuration Velocify POST Requests.............................................. 28Preparing Your HTTP Basic Authentication Header ........................................... 28

iii Five9 Adapter for Velocify • Administrator’s Guide

Contents

Mapping Contact Fields ............................................................................ 28fieldsMapping................................................................................... 29csvData .......................................................................................... 30

Creating and Modifying POST Requests ......................................................... 30POST Definition ................................................................................ 32XML Body........................................................................................ 33

Adding Leads to a Five9 Dialing List ................................................... 34Updating Lead Information.............................................................. 35Deleting Five9 Leads ..................................................................... 36Updating Dispositions Assigned to Leads .............................................. 37Adding Numbers to the Do Not Call (DNC) List ....................................... 38Managing Campaigns ..................................................................... 40Resetting Campaign Dispositions ....................................................... 40

Response Conditions .......................................................................... 41

Chapter 7Viewing Request and Response Logs ................................................ 43

iv Five9 Adapter for Velocify • Administrator’s Guide

Chapter 3

What’s New

This table lists the changes made in the last six releases of this document:

Release Changes

March 2018 • Added Upgrading Your Connectors Before April 15th, 2018.

July 2017 • Added an important note about PSTN station.

August 2015 • Added to the Five9 Adapter for Velocify Agent’s Guide a section about the requirement to manually dial all calls if your domain is permanently enabled for TCPA Manual Touch Mode. For more information about TCPA Manual Touch Mode, see the Campaign Administrator’s Guide.

April 2015 • Added information about upgrading from a previous Five9 release.• Added Prioritizing Inbound Calls Over Record Preview.• Added Using Dialing Lists in the E.164 Format.

October 2014

• Added an important note about limiting the number of opened browser tabs and windows.

• Added a note about enabling at least one of the lead assignments so that agents can log in and see pop-up windows.

October 2013 • Re-branded the guide with the new Five9 logo and the new Velocify name and logo.• Restructured the guide according to the progression of tasks during integration.

• Added a link to a complete example XML file. You can edit this file as needed to test your implementation. For more information, see Adding Leads to a Five9 Dialing List.

v Five9 Adapter for Velocify • Administrator’s Guide

http://webapps.five9.com/assets/files/for_customers/documentation/integrations/velocify/velocify-agents-guide.pdf

http://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/administrator/campaign-administrators-guide.pdf

http://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/administrator/campaign-administrators-guide.pdf

Chapter 1

Upgrading Your Connectors Before April 15th, 2018

This chapter applies to Five9 customers and system administrators who use the Velocify CRM with Five9 connectors to manage screen pops and lead records.

Current connectors are being disabled because of security vulnerabilities. To maintain your service, replace the existing URLs in your connectors with this one:

https://psapps004.scl.five9.com/velocify/<path>

Assigning a Lead in VelocifyModifying the Status of a LeadAdding an Action to the Lead

Assigning a Lead in VelocifyTo assign a lead to the specified agent and pop the appropriate information in the Velocify CRM, use https://psapps004.scl.five9.com/velocify/lead.

Add these parameters to the connector:

Select Execute In Browser.

Warning On April 15th, 2018, Five9 will disable the existing connectors. If you donot follow the steps below as soon as possible, your will not be able to manage leadsafter that date.

Parameter Value Description

li @Customer.LeadId@ Lead ID field in the contact database.

ol @Agent.user_name@ Agent’s user name.

pul velocifyusername Velocify user with administration user name.

pup velocifyuserpassword Velocify administrator user’s password.

1 Five9 Adapter for Velocify • Administrator’s Guide

Upgrading Your Connectors Before April 15th, 2018 Modifying the Status of a Lead

Modifying the Status of a LeadTo set the status of a lead to the value specified in the Velocify database, use https://psapps004.scl.five9.com/velocify/status.




ls @Custom.ls@ Lead status value in the Velocify database





Upgrading Your Connectors Before April 15th, 2018 Adding an Action to the Lead

Do not select Execute In Browser.

Adding an Action to the LeadTo add an action to a Velocify record that matches the name used in the connector, use https://psapps004.scl.five9.com/velocify/action. The action must already exist in the Velocify database.



la @Call.disposition_name@ Action that takes the string value of a call disposition.



Upgrading Your Connectors Before April 15th, 2018 Adding an Action to the Lead

Do not select Execute In Browser.

Ensure that the name of the disposition matches exactly a Lead Action stored in the Velocify database.






Chapter 2

Introduction

This guide describes how to install and configure the Five9 Disposition Synchronization and the Five9 Adapter for Velocify™. The synchronization application enables you to map custom Velocify actions to custom Five9 dispositions. The adapter enhances the Velocify application with complete call center capabilities and advanced lead management, which increase sales teams productivity. For information about the supported browsers and versions of the Java Runtime Environment, see the VCC Technical Requirements.opened browser tabs and windows

AudienceTo integrate Five9 and Velocify, administrators must understand these elements:

• Velocify system administrator configuration.• Velocify implementation best practices.• Five9 VCC administrator configuration.• Five9 Configuration Web Services.• Overall call center integration and configuration.

Velocify Account RequirementsWhen integrating a Velocify account with a Five9 domain, you must enable managed POSTs and click-to-dial, and you must create a Five9 user role for all Velocify agents. To implement a complete lead work flow, contact your Velocify account manager or Five9 professional services representative to perform the additional Velocify configuration.

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 5 tabs and windows to avoid performance issues associated with updating the Five9 adapter in multiple windows. This limitation applies to all types of content, such as case or opportunity, and whether the windows are opened in different browsers (Firefox, Internet Explorer, or Chrome). For more information about connection limits that apply to your browser versions, refer to your browser vendor.


http://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-technical-requirements.pdf

Chapter 3

Installing the Five9 Disposition Synchronization Application

This chapter describes how to install and use the Five9 software for Velocify. This application enables you to map custom Velocify actions to custom Five9 dispositions. Before starting the download, be sure to have these credentials:

• Five9 user name and password• Velocify user name and password• HTTPS proxy host and port

upgrading from a previous Five9 release

1 Log into your Five9 account.

2 Click CRM Integrations.

3 Click Five9 Integration with Velocify.

Important If you are upgrading from a previous Five9 release, follow these steps only after you are notified by Five9 that your domain was migrated to the new release. You need to download and install a new Disposition Synchronization Application, but you do not need to reconfigure your integration.



The instructions appear.

4 Follow steps 1 and 2.

5 When you are ready to install the adapter, click Five9 Disposition Synchronization Application.

6 Open or save the file, and click OK.

When the download is completed, the application window opens.



7 Enter the credentials:– Five9 user name and password– Velocify user name and password– HTTPS proxy host if you encrypt your communications– HTTPS proxy port if you use an HTTPS proxy server.

8 Click Start synchronization.The application logs into Velocify, obtains the current list of actions, and creates custom dispositions of the same name in the Five9 domain. The results are displayed in the Synchronization Report field at the bottom of the window. You can then assign these dispositions to campaigns in the Five9 VCC.


Chapter 4

Configuring the Velocify Options

This chapter describes how to configure the Velocify options for your implementation.Creating Actions for Five9 DispositionsDefining Email Templates for Response Conditions

Creating Actions for Five9 DispositionsVelocify actions are equivalent to the Five9 dispositions that agents assign to a lead. This section describes how to create basic actions in Velocify.

Default ActionRe-Assigned Action

Use the same method to create any custom action that you need.

Default ActionThis action is automatically used when a campaign contains a disposition that is not defined as a custom action in Velocify. When agents select an undefined disposition, Five9 uses the default action, adding the Five9 disposition as a comment. For example, the last entry in this figure shows a default action with a comment that indicates the Five9 disposition named Done.

If you do not create a default action, agents see a warning when assigning a Five9 disposition that does not have a corresponding action in Velocify.


Configuring the Velocify Options Creating Actions for Five9 Dispositions

Create an action named Default Action as follows:

1 Log into your Velocify account.

2 Click Menu, and select Administration > Manage Actions.

3 Click Add New Action.



4 In the Title field, enter Default Action.The menu is case sensitive.

5 Click Submit.The action appears in the list of actions.



Re-Assigned ActionThis action is automatically used when a lead is assigned to a different agent to synchronize the Velocify lead information with the Five9 contact database. Use this action with the updateContacts method, which updates the Five9 contact database with the new agentId assigned to a lead.

1 On the Manage Actions menu, click Add New Action.

2 In the Title field, enter Re-Assigned.

3 Click Submit.The action appears in the list of actions.You need to associate the POST request with the Re-Assigned action.

4 Click the Posts link at the right end of the Re-Assigned line.

5 In the Available Post Templates list, select the updateContacts object and click Assign.The template name appears in the right field.

6 In the upper right, click Return to Manage Actions.


Configuring the Velocify Options Defining Email Templates for Response Conditions

Defining Email Templates for Response ConditionsEach type of response can be specific to each request. For example, when a response contains an error message, you can send an email message so that the error can be corrected. In this section, you define the email templates for the messages. For information about adding the template to a request-response pair, see Creating and Modifying POST Requests.

1 From the main menu, select Menu > Administration > Manage Emails.

From the landing page, you can add a new email template or modify an existing one.

2 To create an email template, click Add New Email.


Configuring the Velocify Options Defining Email Templates for Response Conditions

3 Complete all the fields.The From Email is that of the logged-in user or the user who owns the lead for which the action is taken. The body of the email can contain Velocify field labels. In the above figure, a generic email message is sent each time that a Web services error occurs. The lead ID affected by the error is added to the email so that the problem can be corrected and the lead can be reprocessed.


Chapter 5

Configuring the Five9 Options

This chapter describes how to configure the required Five9 options for your integration.

Mapping Velocify Actions to Five9 Custom DispositionsAdding Fields to the Five9 Contact DatabaseConfiguring Leads Assignment with Screen PopsConfiguring an IVR Script to Route Inbound CallsUsing Dialing Lists in the E.164 FormatPrioritizing Inbound Calls Over Record Preview

All custom fields and variables support the UK and Euro currencies.

PSTN station

Mapping Velocify Actions to Five9 Custom Dispositions

You need to map your custom Velocify actions to custom dispositions in the Five9 Administrator application. You can do so manually or by using the Five9 Disposition Synchronization application that you have installed. Do not map the Default and Re-Assigned actions.

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.


Configuring the Five9 Options Adding Fields to the Five9 Contact Database

1 Log into your Five9 Administrator application.2 In the navigation pane, open Dispositions.3 Right-click Custom Dispositions, and select Add Disposition.4 Give to each disposition a name identical to that of a custom Velocify action.

Adding Fields to the Five9 Contact DatabaseIn addition to the Five9 standard fields, you must add at least the leadId and agentId fields to the Five9 contact database. Optionally you can also add Velocify fields, such as the lead status field:

• leadId: unique identifier for each Velocify lead. This identifier is used to update, delete, and add leads to Five9 dialing lists, and, for inbound calls, to show the correct lead information to the agent.

• agentId: unique identifier of the Velocify agent assigned to a lead. This identifier is used to route inbound calls to the agent who owns the lead. For an example, see Configuring an IVR Script to Route Inbound Calls.

• Status: field that is populated from Velocify. For example, you can use this field in a routing script for inbound calls and to filter CRM criteria in an outbound campaign profile.

Follow these steps for each field:

Important When logging into Velocify and Five9, agents must use the same agent ID in both locations so that calls and leads are routed correctly.

Important Be sure to stop all running campaigns before adding contact fields.


Configuring the Five9 Options Adding Fields to the Five9 Contact Database

1 In your VCC administrator’s desktop, open Contacts.

2 Right-click Fields, and select Add Contact Field.

3 In the properties window, configure the field as follows:

Elements Values

Name leadId

Map the Field to NoneDisplay as Do Not DisplayData Type String


Configuring the Five9 Options Configuring Leads Assignment with Screen Pops

4 Click Apply and Save.

5 Repeat these steps to add other contact fields.

Configuring Leads Assignment with Screen PopsFollow these steps to define lead assignment and re-assigned to agents when a screen pop is displayed.

1 Select Actions > Configure.

2 Select the Velocify tab.

3 Complete the fields:– Lead Assignment:lead assignments

To ensure that agents can log into the Five9 Adapter for Velocify and that they can see screen pops, enable at least one of these options:- Assign the Unassigned Lead on Screenpop: Lead assigned to an agent at

screenpop time for all inbound, outbound, transfer, and conference calls. If disabled, the assignment occurs when the final disposition is set.

- Re-assign the Assigned Lead on Screenpop: Lead assigned to the receiving agent. If disabled, assignments do not change, and users can see all leads.


Configuring the Five9 Options Configuring an IVR Script to Route Inbound Calls

– User with Administrative Role:- User Name: Velocify administrator user.- Password: Velocify password for the user.

4 Click Save and Exit.

Configuring an IVR Script to Route Inbound CallsTo route an incoming call, configure an IVR script to look up the Five9 contact that matches the ANI (caller’s phone number) and route the call with a transfer module. This figure shows an example IVR script with two transfer modules.

The following sections describe how to configure each module.



Lookup Contact Record ModuleWhen a call arrives, search for the contact record in which one of the three phone numbers, number1, number2, or number3, matches the ANI.

1 Enter a representative module name.

2 Select Lookup record based on condition.

3 Enter this condition:a Select Condition Grouping: Any.b To enter this condition, click Add.

(number1 = Call.ANI) OR (number2 = Call.ANI) OR (number3 = Call.ANI)



4 Click OK.

Contact Update ModuleIf the ANI matches a number in the database, use this module to update the contact record for the current call. The contact record saved in the database is not modified.

1 Select Do not change Contact Record.2 Click Save.3 Follow up with Transfer Module #1.



Transfer ModuleRoute the call to a transfer module:

• Transfer Module #1: If the agent ID is in the Five9 contact database, route the call to the agent.

• Transfer Module #2: If the agent ID is not in the Five9 contact database, route the call to the first available agent.

Transfer Module #1This module transfers the call to the agent ID for that record.

1 In the General tab, optionally set these options:– Queue Calls When Agent(s) Not Ready– Set Agent to Not Ready if no answer– Enable Music On Hold



2 In the Agent tab, select Agent Name > Variable and enter Contact.agentId.

3 Click Save.


Configuring the Five9 Options Using Dialing Lists in the E.164 Format

Transfer Module #2If the ANI is not found in the Five9 contact database, or if the agent ID is not valid, the call is transferred to any available agent.

Using Dialing Lists in the E.164 FormatIf your domain is not enabled for the E.164 format for international phone numbers, your agents must enter 10 digits to conform to the North American Numbering Plan. This section does not apply to you.

If your domain is enabled for the E.164 format, your agents need to enter phone numbers for all calls according to your configuration: in your national format or up to 15 digits, starting with the plus (+) sign and the country code.

The E.164 format is used to route calls, process lists, and display numbers in your applications and reports. When you upload a list, all non-numeric characters, such as dots, dashes, spaces, and parentheses, and the country prefix 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 more


http://www.nanpa.com/

Configuring the Five9 Options Prioritizing Inbound Calls Over Record Preview

information, see the Basic Administrator’s Guide. For example, if you operate in the UK, these numbers are processed as follows:

Prioritizing Inbound Calls Over Record PreviewThis feature applies to outbound campaigns that have the Preview dialing mode. To ensure that inbound calls are always delivered to agents as quickly as possible, you may require that your agents answer phone calls while they are previewing outbound contacts. If no other agents are available, one or more of these types of calls or voicemail messages may interrupt agents:

• Outbound, inbound, and autodial calls• Calls transferred to skills, campaigns, and agents• Conference calls to skills and agents• Internal calls to skills and agents• Skill voicemail messages and callbacks

If available, the record associated with the interrupting phone call or voicemail is displayed. Agents have these options:

• Process the call or voicemail. However, before assigning a disposition, they may select a Not Ready reason code to avoid being interrupted by other calls until they have finished processing the record that they were previewing.

• Process the call or voicemail completely. Afterward, they are returned to the contact record that they were previewing, with the preview timer reset to 0.

Phone number format How the number is processed

International format 1 Belgium phone number is added to a list: 0032.20.3456.7899

2 Phone number is processed in VCC: International prefix (00) and non-numeric characters are removed. Plus sign is added.

3 Stored number: +322034567899

National format 1 UK phone number is added to a list: 020345678992 Phone number is processed in VCC: National prefix (0) and

non-numeric characters are removed. UK country code and the plus sign are added.

3 Stored number: +442034567899

No specified format Number stored in E.164 format.


http://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/administrator/basic-administrators-guide.pdf


While agents are handling the call, the record preview remains in their queue. They must finish processing the record preview. Agents who have accepted to call a previewed contact cannot be interrupted.

Setting Domain OptionsGlobal settings apply to all outbound campaigns in Preview dialing mode in your domain.

1 Log into your Five9 VCC Administrator’s application.

2 Select the Actions > Other tab.

3 In the Preview Campaign Interrupt Options section at the bottom, select whether Calls (including transfers) and/or Skill Voicemail should interrupt call previews.



4 Click Save and Exit.

Setting Campaign OptionsCampaign settings either confirm or override the global settings.

1 In the navigation pane of your Five9 VCC Administrator’s application, open Campaigns.

2 In each outbound campaign in preview mode, select the Dialing Options tab.

3 In the Preview Campaign Interrupt Options section at the bottom, select your options:– Inherit Domain Settings: This option confirms the global setting.– Calls (including transfers) and/or Skill Voicemail.


Chapter 6

Configuration Velocify POST Requests

This chapter describes how to configure HTTP POST requests.

Preparing Your HTTP Basic Authentication HeaderMapping Contact FieldsCreating and Modifying POST Requests

Preparing Your HTTP Basic Authentication HeaderThis section describes how to prepare your HTTP header.

Mapping Contact FieldsTo map each column of data in your request to the Five9 contact database column, use the fieldsMapping parameter of the Five9 Configuration Web Services.

After you have mapped the fields, add the data to the csvData, importData, or recordData data types as an optional list of column headings followed by a list of field values. Be sure that all entries are comma separated. When data is absent, the commas alone delimit the fields. The order columns in the request does not have to match the order in which the columns are defined in the Five9 contact database.

The mapped column headings are highlighted in the figure below.

Important In the header fields, Velocify does not accept encoded values that end with one or more equal (=) signs. If your string initially contains equal signs, modify the password and re-encode the string so that the final value ends with a character other than an equal sign.


Configuration Velocify POST Requests Mapping Contact Fields

fieldsMappingUse the fieldsMapping parameter to map the Five9 contact database column names:

Name Type Description

columnNumber int Column number in a CSV file or importData array that contains data for the contact field. Start with 1.

fieldName string Name of the contact field associated with the column number.

key boolean Whether the key is used to find the record in the contact database.• When a record is updated, the key is used to find the record

to update in the Five9 contact database.• When a record is added, the value of the key determines if

the record already exists. If so, the values in crmAddMode, crmUpdateMode, and listAddMode determine how to handle matching records.


Configuration Velocify POST Requests Creating and Modifying POST Requests

Example fieldsMapping elements:<fieldsMapping>

<columnNumber>1</columnNumber><fieldName>number1</fieldName><key>false</key>

</fieldsMapping>

<fieldsMapping>

<columnNumber>2</columnNumber><fieldName>number2</fieldName><key>false</key>

</fieldsMapping>

.

.

<fieldsMapping>

<columnNumber>13</columnNumber><fieldName>status</fieldName><key>false</key>

</fieldsMapping>

csvDataThis data type contains an optional comma-separated list of column headings and the data records described in fieldsMapping. Each section is preceded by a comment:

<csvDATA>



number1,number2,number3,first_name,last_name,company,street,city,state,zip,leadId,agentId,status



9255551212,5105551212,6505551212,John,Doe,,123 Main St,Your Town,CA,94999,9876,superAgent12,new

9255559876,,,Sarah,Young,Acme,123 Main St,Your Town,CA,94999,9876,syoung,existing

</csvDATA>

Creating and Modifying POST RequestsTo create POST requests in Velocify, follow these steps.

1 Log into Velocify.

2 Click Menu, and select Administration > Manage Posts.


The list of defined POST commands appears.

3 Click Add New Post, or click Edit to the right of an existing Post.The editing page appears with the Compose Post tab selected. This page contains these sections:– POST Definition– XML Body– Response Conditions



POST DefinitionDefine the basic elements of the POST:



XML BodyPaste the content of your Web service request in the field. When done, click Apply or Submit. Proceed to Response Conditions.

These sections contain examples of the most common requests:Adding Leads to a Five9 Dialing ListUpdating Lead InformationDeleting Five9 LeadsUpdating Dispositions Assigned to Leads

Field Value

Title Name of this Web service request, for example: addToList.

URL URL of the Five9 Configuration Web Services, which is always https://api.five9.com/wsadmin/AdminWebService.

Type XML Webservice POST

Header HTTP header information that is required for the Five9 Web Services. Insert the header that you prepared earlier (Preparing Your HTTP Basic Authentication Header).

Success Regex Response Optional field for a successful response. Leave the field blank. Instead, in the Response Conditions section below the body section, specify the format of error responses and follow-up actions. For more information, see Response Conditions.

Update Lead From Source of lead information that is sent in the Web service request. Select Nothing.



Adding Numbers to the Do Not Call (DNC) ListManaging CampaignsResetting Campaign Dispositions

Adding Leads to a Five9 Dialing ListYou can add leads singly or in batches:

• To add single leads, use the addRecordToList method at any time.• To add an entire list, use the addToList batch method at off-peak hours.

If you are logged into your Five9 account, you can download a complete example file: addtolistcsv.xml. You can edit this file as needed to test your implementation.

Parameter Value

listName Five9 dialing list where the record should be added.

fieldsMapping See Mapping Contact Fields.

reportEmail Optional email address for the result of this transaction. If not specified, no email is sent.

callNowMode Which records to dial immediately:• NONE: Default. No records are dialed immediately.• NEW_CRM_ONLY: Newly created CRM records are dialed immediately.• NEW_LIST_ONLY: New list records are dialed immediately even if the

corresponding CRM records existed before the import.• ANY: All imported records are dialed immediately.


https://webapps.five9.com/assets/files/for_customers/documentation/integrations/velocify/addtolistcsv.xml


Updating Lead InformationTo update information about a contact database record, use updateCrmRecord with the contact fields to update in the fieldMapping and record elements.

For example, to update the status of a lead if an agent is already assigned to the lead, only the status is changed. In this case, add only leadId and status to updateCrmRecord. The key element identifies the record to update. The contact database record that matches the leadId specified in updateCrmRecord is updated with the values in the contact fields. In this case, agentId and status are updated.

To construct the body of your POST, edit the parameters highlighted in red. For more information, see Adding Leads to a Five9 Dialing List.

<updateCrmRecord>

<crmUpdateSettings>

<fieldsMapping><columnNumber>1</columnNumber><fieldName>leadId</fieldName><key>true</key>

</fieldsMapping><fieldsMapping>

Fields Values of the contact fields (Mapping Contact Fields) listed in the same order. Velocify field names can be used so that the information about processed leads is automatically added to the request. To see the list of Velocify field names, click View Field Tags at the top right of the Compose POST tab.

Parameter Value



<columnNumber>2</columnNumber><fieldName>agentId</fieldName><key>false</key>

</fieldsMapping><fieldsMapping>

<columnNumber>3</columnNumber><fieldName>status</fieldName><key>false</key>

</fieldsMapping><reportEmail>[email protected]</reportEmail><separator>,</separator><skipHeaderLine>false</skipHeaderLine><crmAddMode>ADD_NEW</crmAddMode><crmUpdateMode>UPDATE_SOLE_MATCHES</crmUpdateMode>

</crmUpdateSettings>

<record>

<fields>{Lead.Id}</fields><fields>{User.Email}</fields><fields>{Lead.Status}</fields>

</record>

</updateCrmRecord>

Deleting Five9 LeadsYou can delete leads and records in dialing lists and in the Five9 contact database.

Dialing List. You can delete leads singly or in batches:• To delete single leads, use the deleteRecordFromList method at any time. The

corresponding contact database record is also deleted.• To delete large number of leads, use the deleteFromList or

deleteFromListCsv batch methods at off-peak hours.

The fieldMapping element should contain only the key field to match the records in the list. In this example, a lead is deleted from VelocifyTestlist. The key is leadId; the record is contained in the {Lead.Id} field.

<deleteRecordFromList>

<listName>VelocifyTestlist</listName>

<listDeleteSettings>


</fieldsMapping><reportEmail>[email protected]</reportEmail><separator>,</separator><skipHeaderLine>false</skipHeaderLine><listDeleteMode>DELETE_IF_SOLE_CRM_MATCH</ listDeleteMode>



</listDeleteSettings>

<record>

<fields>{Lead.Id}</fields>

</record>

</deleteRecordFromList>

You can also delete all leads that have a specific status, such as Contacted. In this case, instead of leadId, the value of fieldName is status, and the fields parameter is Contacted. All leads that have a status=Contacted are deleted from the list.

Contact Database. To delete records from the Five9 contact database, use deleteFromContactsCsv.

The fieldsMapping element needs to contain only the key field to match the records in the contact database. In this example, a specific lead is deleted. The key is leadId. The lead that has a leadId = {Lead.Id} is deleted from the Five9 contact database. If a non-unique field is specified as the key, all records that have a value equal to the one specified in <csvData> are deleted.

<deleteFromContactsCsv>

<crmDeleteSettings><fieldsMapping><columnNumber>1</columnNumber><fieldName>leadId</fieldName><key>true</key></fieldsMapping><reportEmail>[email protected]</reportEmail><separator>,</separator><skipHeaderLine>true</skipHeaderLine><cleanListBeforeUpdate>false</cleanListBeforeUpdate><crmDeleteMode>DELETE_ALL</crmAddMode>

</crmDeleteSettings><csvData>leadId,{Lead.Id}</csvData>

</deleteFromContactsCsv>

Updating Dispositions Assigned to LeadsTo update a disposition for a lead that is part of an outbound campaign when the status changes or an action occurs in Velocify, use the updateDispositionsCsv method.

When a disposition is associated with a lead, an action that matches the disposition is added in Velocify. Conversely, when an action is taken for a lead in Velocify or when a status is changed, you need to update the disposition for this lead in Five9. Because Five9 dispositions are mapped to Velocify actions instead of to a specific field in a POST, you must define a POST for each Velocify action that requires updating a Five9 disposition.



<updateDispositionsCsv>

<campaignName>VelocifyOutbound</campaignName>

<dispositionsUpdateSettings>


</fieldsMapping><reportEmail>[email protected]</reportEmail><separator>,</separator><skipHeaderLine>true</skipHeaderLine><dispositionColumnNumber>2</dispositionColumnNumber><dispositionsUpdateMode>UPDATE_ALL</dispositionsUpdateMode><updateToCommonDisposition>false</updateToCommonDisposition><warnIfNoCrmMatchFound>true</warnIfNoCrmMatchFound>

</dispositionsUpdateSettings>

<csvData>leadId,disposition,{Lead.Id},WithdrawnApplication</csvData>

</updateDispositionsCsv>

Adding Numbers to the Do Not Call (DNC) ListYou can add numbers to the DNC list as follows:

• Velocify administrators can upload a list of numbers received from a third-party provider, such as a national registry, or a list of leads when a specific criterion is met.

• Velocify agents can upload a number after taking a call, changing the status of a lead, or taking a specific action.

Adding a List of Numbers. Add a list of numbers to the list only at off-peak hours. Due to the large file size of many Do Not Call lists, Five9 limits importing to the hours of 11:00 PM to 6:00 AM Pacific Time (PST). If you start the import outside these hours, the import fails, and you receive an error message.

Parameter Value

campaignName Five9 campaign name in which to update the disposition.

fieldsMapping See Mapping Contact Fields. Do not include the column that contains the disposition value. This element applies only to the Five9 contact database

dispositionColumnNumber

Data column that contains the disposition name.

csvData Data specified in fieldsMapping and disposition name specified in dispositionColumnNumber.



Use the addNumbersToDnc method. You can specify the phone numbers by using Velocify field labels or by entering them in the request.

<addNumbersToDnc>

<numbers>{Day Phone}</numbers>

<numbers>4155551234</numbers>

<numbers>{Mobile Phone}</numbers>

</addNumbersToDnc>

Adding a Single Number. You can add a single number or all numbers for a lead as follows:

• During a call: at the end of a call, set a disposition that contains the Add Number(s) To DNC List in the Type option of the Compose POST tab.

• Not during a call: use a status or action to trigger an updateDispositions request to assign a Five9 disposition that includes the Add Number(s) To DNC List in the Type settings. For more information, see Updating Dispositions Assigned to Leads.

This figure shows the Type tab of a Five9 custom disposition called DNC - Do Not Call. In this case, all the numbers for the contact record are added to the DNC list.



Managing CampaignsYou can manage campaigns from Velocify.

Starting a CampaignStopping a CampaignResetting a Campaign

Starting a Campaign. To start a Five9 campaign, use the startCampaign method. In your POST, specify the Five9 campaign name in the campaignName parameter.<startCampaign>

<campaignName>Five9CampaignName</campaignName>

</startCampaign>

Stopping a Campaign. To stop a Five9 campaign, use the stopCampaign method. Before stopping the campaign, the method waits for all active calls to end. To stop a campaign immediately, effectively ending all active calls, use forceStopCampaign instead. In your POST, specify the Five9 campaign name in the campaignName parameter.<stopCampaign>


</stopCampaign>

Resetting a Campaign. To reset a Five9 campaign, use the resetCampaign method. When you reset a campaign, Five9 redials every number in the campaign, except for DNC numbers. In your POST, specify the Five9 campaign name in the campaignName parameter.<resetCampaign>


</resetCampaign>

Resetting Campaign DispositionsTo reset campaign dispositions, use the resetCampaignDispositions method. This method resets the dispositions for the campaign list records that have one of the specified dispositions and that occurred within the date and time range.

Parameter Value

campaignName Five9 campaign name.

dispositions Name of a disposition to reset.



<resetCampaignDispositions>

<campaignName>Five9CampaignName</campaignName> <dispositions>1st Call Left Message</dispositions><dispositions>1st Call Not Available</dispositions><after>2013-04-21T06:00:00-07:00</after><before>2013-04-22T13:15:00-07:00</before>

</resetCampaignDispositions>

Response ConditionsYou may want someone in your company to be notified when specific responses occur for leads, errors, and other types of responses. Velocify enables you to search for conditions in a response so that when the conditions are met, one or more email messages are sent.

after

before

Start time when the dispositions to reset were originally assigned.End time when the dispositions to reset were originally assigned.The start and end times are not included in the interval. The format is a string: yyyy-mm-ddThh:mm:ss-zz:zz. For more information, see http://www.w3.org/TR/xmlschema-2/#dateTime:• yyyy: year• mm: month• dd: day.• T: separator between date and time.• hh: hour.• mm: minute.• ss: second.• -zz:zz: time zone difference from GMT, which is not adjusted

automatically for Daylight Savings Time. You must do so manually.

Example April 21st, 2013 at 1:15 p.m. Pacific Daylight Savings Time is expressed as: 2013-04-21T13:15:00-07:00

Example November 12th, 2013 at 5:45 a.m. Eastern Standard Time is expressed as: 2012-11-12T05:45:00-05:00

Parameter Value

Important Before adding conditions, be sure to have created the email templates that you plan to use. For more information, see Defining Email Templates for Response Conditions.


http://www.w3.org/TR/xmlschema-2/#dateTime

http://www.w3.org/TR/xmlschema-2/#dateTime


1 To add a condition to a response from Five9, click Add Condition.

2 Complete these fields:– RegEx Pattern: keyword or phrase in the Five9 Web service response that

identifies a condition. You can enter words or phrases that identify a specific condition, and you can define multiple conditions for the same POST request, which enables you to send different emails.

– Template To Trigger: email template triggered when the condition is met.Example RegEx Pattern: Fault

Template To Trigger: Five9 Web services errorThe condition is met each time that the response contains the word Fault. At that time, the Five9 Web services error template is used for the email messages.

– Priority: enter a number.

3 Click Apply or Submit.The POST editing page reappears with a condition at the bottom. You can modify or delete this condition at any time.


Chapter 7

Viewing Request and Response Logs

When a Web service request is sent to Five9, the response to Velocify contains a success or error message. The error message helps you to determine the cause of the problem.

This section describes how to view the requests sent to Five9 from Velocify and the response received from Five9. When you receive errors, you may want to define actions to be taken, such as sending an email to an administrator or support specialist.

You can assign Web services requests to specific lead status values and actions. For example, you can create a POST containing an addRecordToList request with status=NEW. When a lead is created, it is assigned the status=NEW. The POST is triggered, which sends an addRecordToList request to add the lead to a dialing list.

If an error occurs when a Web services request is sent to Five9, check the Velocify request and response log:

1 To see the actions and logs for a specific lead, select Menu > Lead Management > View Leads.



The list of leads appears.

To the right of each row, the Options column contains four options:

2 Click A (Actions Window for the lead).The Action/Calendar window opens.



3 Click the History heading.

4 Select Actions & Logs.When you send a request, the message Post Sent appears, with information about the request and the response.



5 To see the request sent by Velocify to Five9, click Request.To see the response received from Five9, click Response.Example Request for addRecordToList. The POST request may not look exactly as displayed because Velocify removes the spaces between XML tags.

Example Response for addRecordToListResponse.

Example Error for startCampaignResponse: In this case, Five9 was unable to start the campaign because no list is assigned to the campaign.


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