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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 Plus Adapter for Agent Desktop ToolkitAdministrators Guide

    April 2018

    The Five9 Plus Adapter for Agent Desktop Toolkit integrates the Five9 Cloud Contact Center with your CRM application. This guide describes how to prepare the browser for your agents.

  • ii Five9 Plus Adapter for Agent Desktop Toolkit Administrators 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

    Five9Five9 LogoFive9 SoCoCareFive9 Connect

  • Contents

    Whats New................................................................................. v

    Chapter 1Introduction ................................................................................1

    Chapter 2Configuring Single Sign-On ..............................................................2Microsoft Active Directory Federation Services................................................. 2

    Configuring Single Sign-On .................................................................... 2Configuring a Relying Party Trust ....................................................... 3Configuring Assertion Consumer Service ............................................... 9Configuring a Rule to Set the Federation ID .......................................... 11

    Configuring Single Sign-On in the VCC Administrator Application ..................... 15Obtaining the Metadata.................................................................. 15Configuring Your Five9 Domain ......................................................... 15Adding a Federation or Persistent ID to Users........................................ 17

    Configuring the Browser ...................................................................... 17Testing Single Sign-On ........................................................................ 18

    Microsoft Azure Active Directory.................................................................18Configuring Azure AD.......................................................................... 18

    Adding the Five9 Plus Adapter to Azure AD........................................... 19Configuring Single Sign-On .............................................................. 22Enabling the Azure AD User for Single Sign-On....................................... 24Testing Single Sign-On ................................................................... 27

    Configuring the Browser ...................................................................... 27Configuring Single Sign-On in the VCC Administrators Application ................... 28

    Configuring Your Five9 Domain ......................................................... 28Adding a Federation ID to Users ........................................................ 29

    Okta................................................................................................... 30Configuring Single Sign-On in Okta.......................................................... 30Configuring Single Sign-On in the VCC Administrators Application ................... 33

    Configuring Your Five9 Domain ......................................................... 33Adding a Federation ID to Users ........................................................ 35

    Testing Okta Single Sign-On.................................................................. 35

    Chapter 3Displaying Call Variables to Agents .................................................. 37

    Chapter 4Managing the Software for Your Agents ............................................ 41Installing the Adapter.............................................................................. 41

    iii Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

  • Configuring the Browser ........................................................................... 42Chrome .......................................................................................... 43

    Adding Exceptions ........................................................................ 43Installing the Extension .................................................................. 45Installing and Configuring the Softphone Icon ....................................... 47Troubleshooting the Softphone......................................................... 49

    Firefox........................................................................................... 49Adding Exceptions ........................................................................ 49Enabling the Five9 Softphone Plug-In..................................................51Installing and Configuring the Softphone Icon ....................................... 52

    Internet Explorer .............................................................................. 54Enabling Pop-Up Windows ............................................................... 54Enabling the Five9 Plug-In............................................................... 55Installing and Configuring the Softphone Tool Bar .................................. 57Adding your Domains to Trusted Sites ................................................. 58Configuring Optional Browser Features ............................................... 59

    Safari ............................................................................................ 61Enabling Pop-Up Windows and Plug-Ins ............................................... 61Enabling Cookies .......................................................................... 62Installing the Extension .................................................................. 63Installing and Configuring the Softphone Toolbar ................................... 63

    Removing the Integration ......................................................................... 64Removing the Adapter ........................................................................ 64

    Windows OS................................................................................ 64Mac OS...................................................................................... 64

    Clearing the Browser Cache.................................................................. 65Chrome ..................................................................................... 65Firefox ...................................................................................... 66Internet Explorer ......................................................................... 67

    Chapter 5Collecting Logs........................................................................... 68Browser Logs ........................................................................................ 68

    Chrome .......................................................................................... 68Firefox........................................................................................... 69Internet Explorer .............................................................................. 70Safari ............................................................................................ 70

    Softphone Log .......................................................................................71Application Log ..................................................................................... 71

    iv Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

  • v Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

    Chapter 2

    Whats New

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

    Release Changes

    April 2018 Added a system space installer to the softphone tool bar for Internet Explorer in Installing and Configuring the Softphone Tool Bar.

    September 2017

    When you configure single sign-on in your VCC Administrator application, removed the statement about leaving as is the value of the Valid Until field for all third-party single sign-on applications. Ensure that the field contains the date and time of your certificate.

    Added Microsoft Azure Active Directory. Added Okta.

    July 2017 Added an important note about PSTN station.

    June 2017 Added a note about Firefox 51. For more information, see Firefox. Added Displaying Displaying Call Variables to Agents. Added Configuring the Browser for single sign-on, which contains links to the specific

    configuration sections for each browser. Added Five9 UC - Skype for Business to the agents guide. For more information, see Plus

    Adapter for Agent Desktop Toolkit Agents Guide and Configuring Five9 UC Adapter - Skype for Business in the Basic Administrator's Guide.

    October 2016 Added an important note for each browser that your agents will use. Remember to add the browser exceptions to your Group Policies. For more information, see Chrome, Firefox, and Internet Explorer.

    Added a note about a defect in To install the softphone, double-click the installer and click Run..

    Added a note about a defect in Mac OS 10 with Safari 10. Added a section about removing the Mac OS softphone adapter.

    August 2016 Added the ability for agents to return missed calls.

    http://webapps.five9.com/assets/files/for_customers/documentation/integrations/agent-desktop-toolkit/plus-agent-desktop-toolkit-guide.pdfhttp://webapps.five9.com/assets/files/for_customers/documentation/integrations/agent-desktop-toolkit/plus-agent-desktop-toolkit-guide.pdfhttp://webapps.five9.com/assets/files/for_customers/documentation/vcc-applications/administrator/basic-administrators-guide.pdf

  • Chapter 1

    Introduction

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

    For information about the supported browsers and versions of the Java Runtime Environment, see the VCC Technical Requirements. You can use the adapter with Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari.opened browser tabs and windows

    missed calls

    This guide applies to you if you are installing the Five9 Plus Adapter for Agent Desktop toolkit. Before starting configuration, ensure that your domain is enabled for the Five9 Plus Adapters and for the ability of your agents to return missed calls. You must understand these elements:

    Five9 VCC administrator configuration. Five9 Agent REST API. Overall call center integration and configuration.

    PSTN station

    This guide describes for Agent Desktop Toolkit and Five9 VCC administrators how to download, install, and configure the Five9 Plus Adapter for Agent Desktop Toolkit and how to configure the required and optional elements of your CRM application.

    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 associated with updating the Five9 adapter in multiple windows. This limitation applies whether the content of the windows (case, opportunity, or other) differs, or the windows are opened in different browsers (Firefox, Internet Explorer, Chrome, or Safari).

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

    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.

    1 Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

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

  • Chapter 2

    Configuring Single Sign-On

    If you do not plan to use single sign-on, skip this chapter.

    Single sign-on enable you to synchronize authentication and authorization data between your CRM application and Five9 so that users can access both systems simultaneously:

    If you enable single sign-on, your agents use only one set of credentials to automatically log into the adapter when they log into your CRM application.

    If you do not enable single sign-on, your agents must log into your CRM application and Five9 separately by using two sets of credentials.

    Contact your Five9 support representative to request that your Five9 domain be enabled for the Plus applications. Once your domain is enabled, use one of these options:

    Microsoft Active Directory Federation ServicesMicrosoft Azure Active DirectoryOkta

    Microsoft Active Directory Federation ServicesInstall and configure the basic features of Microsoft Active Directory Federation Services (AD FS), noting the domain name of the AD FS server. The domain name is the Identity Provider or IdP host that you will need when you configure single sign-on.

    Configuring Single Sign-OnConfiguring Single Sign-On in the VCC Administrator ApplicationConfiguring the BrowserTesting Single Sign-On

    Configuring Single Sign-OnConfiguring a Relying Party TrustConfiguring Assertion Consumer ServiceConfiguring a Rule to Set the Federation ID

    2 Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    Configuring a Relying Party TrustThis section describes how to create a relying party trust for Five9 in AD FS.

    1 Open Server Manager.

    2 Click the Tools tab at the top, and select AD FS Management.

    3 In the navigation pane, open Trust Relationships.

    4 Select Relying Party Trusts.In the central panel, you see the current trusts.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    5 In the Actions pane on the right, click Add Relying Party Trust.The wizard opens.

    6 Click Start.

    7 In the Select Data Source step, select Enter data about the relying party manually, and click Next.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    8 Enter the name that will appear in the Display Name column of the list of Relying Party Trusts, and click Next.

    9 Select AD FS and click Next.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    10 In the Configure Certificate step, click Next.

    11 In the Configure URL step, click Next.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    12 In the Configure Identifiers step, enter a relying party trust identifier in the field, and click Add and Next.Be sure that the URL matches your Identity Provider host: https:///appsvcs/saml/metadata/alias/adt

    is your Five9 host: app.five9.com or app.five9.eu.

    13 In the Configure Multi-factor Authentication Now step, click Next.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    14 In the Choose Issuance Authorization Rules step, click Next.

    15 In the Ready to Add Trust step, click Next.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    16 In the last step, disable the Open the Edit Claim Rules... option, and click Close.

    The relying party trust is added to AD FS.

    Configuring Assertion Consumer ServiceThe Assertion Consumer Service (ACS) handles the SAML response for identity initiated login when link is clicked.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    The Federation ID or other persistent ID that you select must match the ID that you will enter in the Federation ID field in the users properties of the Five9 VCC Administrator application. The value, such as an email address, must be the same in both applications and must persist until the user is deleted.

    1 In the list of Relying Party Trusts of AD FS, right-click the trust that you created, and select Properties.

    2 In the Endpoint tab, click Add SAML.

    3 Add two ACS endpoints for your Identity Provider host with the same information, except for Binding:

    Endpoint type SAML Assertion Consumer

    Binding First endpoint: ArtifactSecond endpoint: POST

    Index 0

    Trusted URL https:///appsvcs/saml/SSO/alias/adt is your Five9 host: app.five9.com or app.five9.eu.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    4 Click OK.This figure shows both endpoints in the properties window.

    5 To exit the properties, click OK.

    Configuring a Rule to Set the Federation IDYou can use any ID, such as the email address.

    1 In the main AD FS window, select a Relying Party Trust in the list.A section for that trust appears in the Actions navigation pane on the right.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    2 Click Edit Claim Rules, and Add Rule.

    3 Select Send LDAP Attributes as Claims, and click Next.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    4 Enter or select this information:

    5 Click OK.

    6 Again click Edit Claim Rules, and Add Rule.

    7 Select Transform an Incoming Claim, and click Next.

    Claim rule name Email

    Attribute store Active Directory

    Mapping of LDAP attributes to outgoing claim types

    E-Mail-Addresses >> E-Mail Address

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    8 Enter or select this information:

    9 Click Finish.

    10 In the list of claim rules, click Apply.

    Claim rule name Transform Email to email

    Incoming claim type E-Mail Address

    Outgoing claim type Name ID

    Outgoing name ID format Email

    14 Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    Configuring Single Sign-On in the VCC Administrator Application

    You need to enable your agents and your domain in the VCC Administrator Application.Obtaining the MetadataConfiguring Your Five9 DomainAdding a Federation ID to Users

    Obtaining the MetadataThe information that you will enter in the VCC is located in this XML file that you need to download:

    https:///federationmetadata/2007-06/federationmetadata.xml

    Prepare the X509 certificate that you will need to enter in the VCC as follows:1 Copy the hash in the X509Certificate element to a file as follows:

    -----BEGIN CERTIFICATE-----

    -----END CERTIFICATE-----

    2 Save the file with the CER extension.

    Configuring Your Five9 DomainTo enable single sign-on in your Five9 domain, enter the metadata information.

    1 In the VCC Administrators application, go to Actions > Configure > Single Sign-On.

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    2 Enter the information from the metadata file in the fields.Do not import the file.

    3 Click Save.

    Field Description

    Issuer URL Located in the entityId attribute of the EntityDescriptor element.URL of the IdP host, starting with the server name.

    SingleSignOnService HTTP-POST Binding URL

    Located in the location attribute of the SingleSignOnService element.Main login address for your domain, starting with the IdP host name.

    SingleSignOnService HTTP-Redirect Binding URL

    Located in the location attribute of the alternate SingleSignOnService element.Alternate login address for your domain, starting with the IdP host name.

    X.509 certificate Format of the public key. The field may remain blank after you upload the file.

    Valid Until Expiration date and time of the certificate in the specified time zone.

    Default NameID Format Format of the Name ID: urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress

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  • Configuring Single Sign-On Microsoft Active Directory Federation Services

    Adding a Federation or Persistent ID to UsersThe value in this field is synchronized with the value in your CRM. The value must persist until the user is deleted.

    1 In the Administrators application, open Users.

    2 Open a users name.

    3 In the Federation ID field of the General tab, enter the agents Five9 user name or another name reserved for single sign-on.In this figure, the Federation ID matches the Five9 user name.

    4 Click Save.

    Configuring the BrowserThe final step is to add the login URL of your IdP host to the browsers that your agents will use. For instructions, see the browser configuration sections:

    Chrome: Installing and Configuring the Softphone Icon Firefox: Installing and Configuring the Softphone Icon Internet Explorer: Installing and Configuring the Softphone Tool Bar

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    Safari: Installing and Configuring the Softphone Toolbar

    Testing Single Sign-OnWhen SSO is configured, an additional login button labeled SSO Login appears below the standard login button in the agents softphone.

    1 Log out of the adapter and of your CRM application.

    2 Log into your CRM application with the user name that you configured for single sign-on.Depending on your configuration, you see the login or the station setup window:

    3 Click SSO Login or set up your station.

    Microsoft Azure Active DirectoryConfiguring Azure ADConfiguring the BrowserConfiguring Single Sign-On in the VCC Administrators Application

    Configuring Azure ADAdding the Five9 Plus Adapter to Azure ADConfiguring Single Sign-OnEnabling the Azure AD User for Single Sign-OnTesting Single Sign-On

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    Adding the Five9 Plus Adapter to Azure ADFollow these steps.

    1 Log into your Microsoft Azure portal account.

    2 In the navigation pane, select Azure Active Directory.

    3 In the navigation pane of the dashboard, click Enterprise Applications.

    4 In the navigation pane, click All Applications.

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    https://portal.azure.com

  • Configuring Single Sign-On Microsoft Azure Active Directory

    5 At the top, click New Application.

    6 In the navigation pane, click Business Management.

    7 In the search field, enter Five9 Plus Adapter (CTI, Contact Center Agents).

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    8 Click the entry in the table.

    9 Click Add.

    When the application is added, this page is displayed.

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    Configuring Single Sign-OnFollow these steps.

    1 Click Configure single sign-on in the main window or Single sign-on in the navigation pane.

    2 Select SAML-based Sign-on.

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    The configuration page is displayed.

    3 In the Five9 Plus Adapter (CTI, Contact Center Agents) Domain and URLs section, enter the identifier and reply URL for your adapter. Identifier: Unique identifier for the application configured with Azure AD.

    This value also appears as the Entity ID in any SAML metadata provided by the application.

    Reply URL or Assertion Consumer Service (ACS) URL: URL for the SAML token.

    For European data centers, use app.five9.eu instead of app.five9.com.

    4 In the User Identifier menu, be sure that user.userprincipalname is selected.The value, such as an email address, must be the same in both applications and must persist until the user is deleted. It will be used as Federation ID in the Five9 VCC Administrator application.

    5 In the SAML Signing Certificate section, click Certificate (Base64), and save the certificate.You will later enter the X509 certificate in the VCC Administrators application.

    Environment URL

    Identifier https://app.five9.com/appsvcs/saml/metadata/alias/adt

    Reply URL https://app.five9.com/appsvcs/saml/SSO/alias/adt

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    6 In the Notification Email field, enter the email address of the recipient of configuration problems.

    7 Click Save at the top of the page.

    8 At the bottom of the page, click Configure Five9 Plus Adapter (CTI, Contact Center Agents).

    A page of additional configuration information is displayed.

    9 In that page, near the bottom, copy the values of these parameters:You need these values to configure the VCC Administrator application. SAML Single Sign-On Service URL SAML Entity ID

    10 Close the instruction pane.

    Enabling the Azure AD User for Single Sign-OnYou need to grant access to Five9 Plus Adapter (CTI, Contact Center Agents).

    1 In the navigation pane, select Azure Active Directory.

    2 Click Enterprise applications > click All applications.

    3 Find and click Five9 Plus Adapter (CTI, Contact Center Agents).

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    4 In the navigation pane, click Users and groups.

    5 Click Add user.

    6 Click Users - None Selected.

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    7 Click the user, and click Select.

    8 Click Assign.

    The user is displayed in the Users and groups menu.

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  • Configuring Single Sign-On Microsoft Azure Active Directory

    Testing Single Sign-OnFollow these steps:

    1 To test your Azure AD single sign-on configuration, go to the Access Panel. If you have customized your login page, append your domain to the URL as follows: http://myapps.microsoft.com/.com. You can use any active or verified domain name configured in your Azure AD portal.

    2 Click the Five9 Plus Adapter (CTI, Contact Center Agents) tile.You are automatically logged into your Five9 Plus Adapter (CTI, Contact Center Agents) application.

    Configuring the BrowserThe final step is to add the login URL of your IdP host to the browsers that your agents will use. For instructions, see the browser configuration sections:

    Chrome: Installing and Configuring the Softphone Icon Firefox: Installing and Configuring the Softphone Icon Internet Explorer: Installing and Configuring the Softphone Tool Bar Safari: Installing and Configuring the Softphone Toolbar

    27 Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

    http://myapps.microsoft.com

  • Configuring Single Sign-On Microsoft Azure Active Directory

    Configuring Single Sign-On in the VCC Administrators Application

    You need to enable your agents and your domain in the VCC Administrators Application.Configuring Your Five9 DomainAdding a Federation ID to Users

    Configuring Your Five9 DomainAdd the information from the certificate and metadata files.

    1 In the VCC Administrators application, select Actions > Configure > Single Sign-On.

    2 Enter this information.

    Field Description

    Issuer URL Corresponds to the SAML Entity ID in Azure AD. URL of the IdP host, starting with the server name.

    SingleSignOnService HTTP-POST Binding URL

    Main login address for your domain, starting with the IdP host name. Corresponds to the SAML Single Sign-On Service URL in Azure AD.

    28 Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

  • Configuring Single Sign-On Microsoft Azure Active Directory

    3 Click Save.

    Adding a Federation ID to UsersThe value in this field is synchronized with the value in your CRM. Enter the agents user name for Microsoft Dynamics CRM in the Federation ID field of the General tab.

    SingleSignOnService HTTP-Redirect Binding URL

    Alternate login address for your domain, starting with the IdP host name. Corresponds to the SAML Single Sign-On Service URL in Azure AD.

    X.509 certificate Format of the public key. Certificate in base 64 that you downloaded. The field may remain blank after you upload the file.

    Valid Until Expiration date and time of the certificate in the specified time zone.

    Default NameID Format Format of the Name ID: (default) urn:oasis:names:tc:SAML:1.1:nameid-format:unspecified

    Field Description

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  • Configuring Single Sign-On Okta

    OktaConfiguring Single Sign-On in OktaConfiguring Single Sign-On in the VCC Administrators ApplicationTesting Okta Single Sign-On

    Configuring Single Sign-On in OktaYou can configure Okta in the Five9 US or EU data centers.

    1 Log into Okta.

    2 Click Admin.

    3 Click Add Applications.

    4 In the search field, enter Five9 Agent Desktop Toolkit.

    5 In the overlay, click Add.

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  • Configuring Single Sign-On Okta

    6 In General Settings, select your data center, US or Europe, and click Next.

    7 In Assign to People, enter user names or user groups in the search field, and click Next.

    8 Enter the user name that you plan to use as Federation ID in the user's properties in the VCC Administrator application, and click Done.The value, such as an email address, must be the same in both applications and must persist until the user is deleted.

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  • Configuring Single Sign-On Okta

    9 In the users page, click the Sign On tab.

    10 To obtain the identity provider metadata and instructions for importing this data into your VCC domain, go to the Sign On section of the SAML application.

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  • Configuring Single Sign-On Okta

    11 To download the X.509 certificate, click Identity Provider metadata, and save the XML file.

    Configuring Single Sign-On in the VCC Administrators Application

    You need to enable your agents and your domain in the VCC Administrators Application.Configuring Your Five9 DomainAdding a Federation ID to Users

    Configuring Your Five9 DomainAdd the information from the metadata file.

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  • Configuring Single Sign-On Okta

    1 In the VCC Administrators application, select Actions > Configure > Single Sign-On.

    2 To enter the information from the metadata file, do so manually, or click Import, and locate your file.All the fields are completed, and the X509 certificate is imported even if the field on the right remains blank. This table describes each imported element.

    Field Description

    Issuer URL Located in the entityId attribute of the EntityDescriptor element.URL of the IdP host, starting with the server name.

    SingleSignOnService HTTP-POST Binding URL

    Located in the location attribute of the SingleSignOnService element.Main login address for your domain, starting with the IdP host name.

    SingleSignOnService HTTP-Redirect Binding URL

    Located in the location attribute of the alternate SingleSignOnService element.Alternate login address for your domain, starting with the IdP host name.

    X.509 certificate Format of the public key. The field may remain blank after you upload the file.

    Valid Until Expiration date and time of the certificate in the specified time zone.

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  • Configuring Single Sign-On Okta

    3 Click Save and Exit.

    Adding a Federation ID to UsersThe value in this field is synchronized with the value in your CRM. In the users properties, enter the agents user name for your CRM integration in the Federation ID field of the General tab.

    Testing Okta Single Sign-OnFollow these steps.

    1 Log out and back in.

    2 Click the Five9 tile.

    Default NameID Format Format of the Name ID: urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress

    Field Description

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  • Configuring Single Sign-On Okta

    You are automatically logged into your Five9 Plus adapter.

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  • Chapter 3

    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 can display call variables of the Customer group, except those that correspond to system CRM fields: number1, number2, number3, firstName, lastName, company, street, city, state, and zip.

    1 Open Campaign Profiles.

    2 In a campaign profile, add the Call.skill_name variable to the layout.a Open or create a campaign profile.b Select the Layout tab.c Select Custom Campaign Settings.

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  • Displaying Call Variables to Agents

    d Click Add.e Select Call Attached Variable.f Select Call.skill_name.

    g Click OK.The variable is displayed in the list of the Layout tab.

    h 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.

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  • Displaying Call Variables to Agents

    - 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.i 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.

    3 Assign the profile to an inbound campaign.a Open the properties of the campaign.b In the Campaign Profile section of the General tab, click Advanced mode.c Select a campaign profile.d Click Apply and Save.

    4 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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  • Displaying Call Variables to Agents

    Softphone Settings

    General tab

    Option: Show call variables

    Active call

    Call information

    Call variables displayed

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  • 41 Five9 Plus Adapter for Agent Desktop Toolkit Administrators Guide

    Chapter 4

    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 AdapterConfiguring the BrowserRemoving the Integration

    Installing the AdapterIf you are currently using a previous Five9 Agent Desktop Toolkit, you may install the new Five9 Plus Agent Desktop Toolkit 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.

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

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

    The process may take a couple of minutes.

    2 When done, click Finish.

    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 BrowserChrome

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    FirefoxInternet ExplorerSafari

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

    Adding ExceptionsInstalling the ExtensionInstalling and Configuring the Softphone Icon

    Adding ExceptionsAdd exceptions for Five9 and your CRM application so that notifications can appear in the adapter.

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

    2 Select Settings.

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

    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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    4 In the Privacy section, click Content Settings.

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

    6 Scroll down to Pop-ups.

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

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    8 Click Manage exceptions.

    9 Add these exceptions, ensuring that the selected behavior is Allow:[*.]five9.com or [*.]five9.euYour CRM application

    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.

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    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.

    1 Click Add to Chrome.

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

    https://chrome.google.com/webstore/detail/deijehopkfjeekhkjioobkpokddhhlna

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    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 agents guide.

    Installing and Configuring the Softphone IconThis icon opens the softphone adapter.

    The extension is updated automatically when a new version is added to Chrome Web store. In this case, agents are prompted if an action is required.

    1 To install the toolbar icon, click this link to the Chrome store or click Chrome in step 5 of the CRM download page.

    2 Click Add to Chrome.

    3 Click Add.

    https://chrome.google.com/webstore/detail/five9-agent-desktop-toolk/dpbjglmkcdbkbclmdonbkcgeiebaibkfhttps://developer.chrome.com/extensions/external_extensionshttps://developer.chrome.com/extensions/external_extensions

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    The Five9 icon appears in the browser toolbar.

    4 Right-click the Five9 icon, and select Options.

    5 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your

    IdP host in this format: https:///adfs/ls/IdpInitiatedSignOn.aspx

    Your agents will use this URL to log into your CRM and the adapter.

    6 Click Save, and close the browser tab.

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    7 To open the adapter, click the icon.

    Troubleshooting the SoftphoneIf 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.

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

    Adding ExceptionsEnabling the Five9 Softphone Plug-InInstalling and Configuring the Softphone Icon

    Adding Exceptions

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

    1 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.

    Important This issue does not occur when you install Firefox for the first time. If you use or will upgrade to Firefox 51, follow these steps to prevent or resolve display issues with drop-down menus:

    1 Uninstall and reinstall Firefox, or update Firefox as usual.2 Start Firefox.3 Refresh Firefox.4 Reinstall your extensions and other add-ons.

    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.

    https://support.mozilla.org/en-US/kb/refresh-firefox-reset-add-ons-and-settings

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    2 Select the Content tab.

    3 Check Block pop-up windows, and click Exceptions.

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

    5 Click Save Changes.

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

    Enabling the Five9 Softphone Plug-InPerform this procedure after the adapter is installed.

    1 Click Tools > Add-ons.

    2 Click Plugins.

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

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

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    Installing and Configuring the Softphone IconThis icon opens the softphone adapter.

    1 In step 5 of the CRM download page, click Firefox.

    2 Click Allow.

    3 Click Install.The icon that you will click to open the adapter appears in the browser toolbar.

    4 To configure the extension, select Tools > Add-ons > Extensions.

    5 Click Options.

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    6 Click Edit.

    7 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your

    IdP host in this format: https:///adfs/ls/IdpInitiatedSignOn.aspx

    Your agents will use this URL to log into your CRM and the adapter.

    8 Click Apply.

    9 Refresh your browser.

    10 To open the adapter, click the icon.

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

    Enabling Pop-Up WindowsInstalling and Configuring the Softphone Tool BarConfiguring Optional Browser Features

    Enabling Pop-Up Windows

    You must add exceptions for Five9 and your CRM application so that notifications can appear.

    1 Select Tools > Internet Options.

    2 Click the Privacy tab.

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

    Note To delete characters in a text field, such as in the login window and a phone number, you must use the Backspace key on your keyboard. You cannot use the Delete key.

    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.

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    4 Add these exceptions:*.five9.com or *.five9.euYour CRM application

    5 Click Close, and OK.

    Enabling the Five9 Plug-InVerify that the plug-in is enabled.

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    1 Select Tools > Manage Add-ons.

    2 In the Status column, if the plug-in is not enabled, click the plug-in.

    3 In the plug-in section at the bottom, click Enable.

    4 If more than one plug-in is installed, choose whether to enable the other plug-in.

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    5 Click Close.

    Installing and Configuring the Softphone Tool BarInstall the Tools menu item that opens the softphone adapter. The download is a system space installer.

    1 In step 5 of the CRM download page, click Internet Explorer.

    2 Click Run.

    3 In the Setup Wizard, click Next twice, and when done, click Close.

    4 Refresh the browser.

    5 Select Tools> Five9 Plus Adapter Settings.

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    6 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your

    IdP host in this format: https:///adfs/ls/IdpInitiatedSignOn.aspx

    Your agents will use this URL to log into your CRM and the adapter.

    7 Click Apply.

    8 Refresh the browser.

    9 To open the adapter, select Tools > Five9 Plus Agent Desktop Toolkit.

    Adding your Domains to Trusted SitesIf you use Internet Explorer 11 with single sign-on, follow these steps.

    1 Select Tools > Internet Options.

    2 Select the Security tab.

    3 Select Trusted Sites.

    4 Click Sites.

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    Microsoft Dynamics CRM host

    5 Add these domains to the list: Your Five9 host (five9.com or five9.eu) Your AD FS hostFor example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com.

    6 Click Close.

    Configuring Optional Browser FeaturesFollow these steps only if error messages are displayed.

    Disabling Protected Mode

    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.

    1 Select Tools > Internet Options.

    2 Select the Security tab.

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

    4 Click Sites.

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    5 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.

    6 Click Close.

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

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

    Enabling Pop-Up Windows and Plug-InsEnabling CookiesInstalling the ExtensionInstalling and Configuring the Softphone Toolbar

    Enabling Pop-Up Windows and Plug-InsBy default, your browser prevents pop-up windows. You must disable this feature.

    1 Click Security.

    2 Disable Block pop-up windows.

    3 Enable Allow Plug-ins and click Website Settings.

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

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    Enabling CookiesBy default, the browser limits cookies to only the pages that are visited. This feature prevents logging into the Plus Agent Desktop Toolkit the first time.

    1 Click Privacy.

    2 In Cookies and website data, click Always allow.

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    Installing the ExtensionSafari extension

    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.

    Installing and Configuring the Softphone ToolbarInstall the Tools menu item that opens the softphone adapter.

    1 In step 5 of the CRM download page, click Safari.

    2 Follow the installation instructions.

    3 In Safari, select Preferences and the Extensions tab.

    4 In the left pane, select the extension.

    5 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank.

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

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    If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: https:///adfs/ls/IdpInitiatedSignOn.aspx

    Your agents will use this URL to log into your CRM and the adapter.

    6 Close the Extensions window.

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

    Removing the AdapterIf 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 OSFollow these steps:

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

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

    3 Click Yes to confirm.

    4 When done, close the control panel.

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

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    1 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.

    2 Run this script at your terminal:/Volumes/Five9\ Softphone\ Installer/.content/uninstall.sh

    Clearing the Browser CacheThe 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.

    Chrome1 Click the Chrome menu in the top-right corner of the browser.

    2 Select More Tools > Clear browsing data.

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

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

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    5 Click Clear browsing data.

    6 Close the Settings tab.

    Firefox1 Click Tools > Options > Advanced > Network.

    2 Click Clear Now twice.

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

    Internet Explorer1 Click the cog in the top right corner > Safety > Delete browsing history, or press

    Ctrl+Shift+Delete.

    2 Check the appropriate boxes, and click Delete.

  • Chapter 5

    Collecting Logs

    This chapter describes how to collect logs from the workstation of agents who use the Five9 Plus applications:

    Browser LogsSoftphone LogApplication Log

    Logs are always displayed in UTC.

    Browser LogsChromeFirefoxInternet ExplorerSafari

    ChromeFollow these steps to locate the console logs.

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

    2 Select More Tools > Developer Tools.

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

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  • Collecting Logs Browser Logs

    4 Select the Console tab.

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

    FirefoxFollow these steps to locate the console logs.

    1 Open the console: Ctrl+Shift+J.

    2 Click and select the objects that you want.

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  • Collecting Logs Browser Logs

    Internet ExplorerFollow these steps to locate the console logs.

    1 To open the console, press F12.

    2 Select the console tab.

    SafariFollow these steps to locate the console logs.

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

    2 Select the Advanced tab.

    3 Enable Show Develop menu in menu bar.

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  • Collecting Logs Softphone Log

    4 To access the Web Inspector, click the Develop menu in the menu bar, or press Command-Option-I.

    5 Select console.

    Softphone LogYou or Five9 Customer Support may request these files, which contain information about the adapter. Softphone logs are saved in the agents 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 LogAll 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 agents current session because logs are not saved when the agent closes the browser.

    The log window gathers all available information. The process takes 3060 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 Application Log

    1 In the Help menu, click Start Logging.

    2 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 agents workstation. For example, you may redirect the logs to a NAS share mounted in the agents workstation.

    For more information about logs, see Reporting Problems in the Plus Adapter for Agent Desktop Toolkit Agents Guide.

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    Whats NewIntroductionConfiguring Single Sign-OnMicrosoft Active Directory Federation ServicesConfiguring Single Sign-OnConfiguring a Relying Party TrustConfiguring Assertion Consumer ServiceConfiguring a Rule to Set the Federation ID

    Configuring Single Sign-On in the VCC Administrator ApplicationObtaining the MetadataConfiguring Your Five9 DomainAdding a Federation or Persistent ID to Users

    Configuring the BrowserTesting Single Sign-On

    Microsoft Azure Active DirectoryConfiguring Azure ADAdding the Five9 Plus Adapter to Azure ADConfiguring Single Sign-OnEnabling the Azure AD User for Single Sign-OnTesting Single Sign-On

    Configuring the BrowserConfiguring Single Sign-On in the VCC Administrators ApplicationConfiguring Your Five9 DomainAdding a Federation ID to Users

    OktaConfiguring Single Sign-On in OktaConfiguring Single Sign-On in the VCC Administrators ApplicationConfiguring Your Five9 DomainAdding a Federation ID to Users

    Testing Okta Single Sign-On

    Displaying Call Variables to AgentsManaging the Software for Your AgentsInstalling the AdapterConfiguring the BrowserChromeAdding ExceptionsInstalling the ExtensionInstalling and Configuring the Softphone IconTroubleshooting the Softphone

    FirefoxAdding ExceptionsEnabling the Five9 Softphone Plug-InInstalling and Configuring the Softphone Icon

    Internet ExplorerEnabling Pop-Up WindowsEnabling the Five9 Plug-InInstalling and Configuring the Softphone Tool BarAdding your Domains to Trusted SitesConfiguring Optional Browser Features

    SafariEnabling Pop-Up Windows and Plug-InsEnabling CookiesInstalling the ExtensionInstalling and Configuring the Softphone Toolbar

    Removing the IntegrationRemoving the AdapterWindows OSMac OS

    Clearing the Browser CacheChromeFirefoxInternet Explorer

    Collecting LogsBrowser LogsChromeFirefoxInternet ExplorerSafari

    Softphone LogApplication Log