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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 Salesforce Administrator’s Guide April 2018 The Five9 Plus Adapter for Salesforce enables you to integrate the Five9 Cloud Contact Center with your Salesforce.com CRM environment. The Five9 integration with Salesforce enhances the ability of contact center agents to sell, retain, and support customers.

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Page 1: Five9 Plus Adapter for Salesforce - Call Center Software Five9 Plus Adapter for Salesforce • Administrator’s Guide About Five9 Five9 is the leading provider of cloud contact center

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 SalesforceAdministrator’s Guide

April 2018

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

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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™

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Contents

What’s New............................................................................... vii

Chapter1Introduction ................................................................................1Audience .............................................................................................. 1

New Integrations................................................................................ 2Existing Integrations............................................................................ 2

About Five9 Plus Adapter for Salesforce Lightning Experience............................... 3Summary of the Integration Steps ................................................................ 3

Chapter2Downloading and Installing the Call Center Components .........................5Accessing the Five9 CRM Integrations Download Page......................................... 5Installing the Five9 Managed Package............................................................ 7Downloading the Call Center Definition File ................................................... 12

Chapter3Creating and Populating a Five9 Call Center in Salesforce ..................... 13Creating and Managing a Call Center............................................................ 13

Initial Call Center.............................................................................. 13Modifying the Definition of a Call Center ..................................................16Creating Additional Call Centers ............................................................ 17

Naming your New Call Center........................................................... 17Uploading the New Call Center Definition File....................................... 18

Adding Users to the Call Center .................................................................. 18Enabling Salesforce Permissions in User Profiles ......................................... 18Populating Your Call Center .................................................................22

Adding Single Users....................................................................... 22Adding Groups of Users .................................................................. 24

Customizing the Salesforce Options for Users..................................................26Softphone Options ............................................................................. 26Softphone Views ............................................................................... 27

Cloud View................................................................................. 27Console View .............................................................................. 28

Chapter4Enabling Lightning Experience in Your Organization ............................ 30Preparing Your Organization...................................................................... 30Creating a Lightning Experience Application................................................... 31Running a Lightning Experience Application ................................................... 35

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Chapter5Configuring Single Sign-On ............................................................ 38Preparing to Implement Single Sign-On ......................................................... 38Configuring Your Salesforce Environment ...................................................... 39

Creating a Domain Name ..................................................................... 39Enabling Salesforce as an Identity Provider ............................................... 45Enabling Single Sign-On....................................................................... 46Authorizing Users to Use Connected Applications ........................................ 47Editing the User’s Profile for Single Sign-On .............................................. 50

Enabling Access to External Domains from Your Salesforce Classic Environment ........ 51Configuring Single Sign-On in the VCC Administrator Application .......................... 53

Configuring Your Domain ..................................................................... 53Adding a Federation or Other Persistent ID to Users VCC Properties.................. 54

Testing Single Sign-On ............................................................................. 55

Chapter6Configuring a Five9 Call Center in Salesforce ..................................... 57Configuring Fields to Save and View Five9 Data ............................................... 57

Configuring Salesforce Task Fields .......................................................... 57Viewing Standard Salesforce Task Fields.............................................. 57Adding Five9 Custom Fields to the Task Layout...................................... 59

Configuring Five9 Custom Fields in Salesforce ............................................ 62Viewing Five9 Custom Fields ............................................................ 62Adding Five9 Custom Fields to Page Layouts ......................................... 64

Enabling the Softphone in the Case Layout Page .............................................. 71Setting the Voicemail URL Base .................................................................. 73Enabling Multiple Languages in the Adapter ................................................... 73

Editing the Call Center Definition File ..................................................... 74Translating Reason Codes and Dispositions ................................................ 75

Translating Reason Codes and Dispositions ........................................... 76Locating Your Five9 Organization ID ................................................... 76Uploading the File of Translated Text Strings........................................ 77

Chapter7Configuring the Salesforce Softphone and Search Options ..................... 80Understanding Search Rules According to Call Types ......................................... 80Creating Custom Objects .......................................................................... 82Configuring the Softphone Layout ............................................................... 84

Salesforce Objects............................................................................. 85CTI 2.0 or Higher Settings .................................................................... 86

Configuring Searches with Custom Fields....................................................... 88Enabling Custom Salesforce Search Options............................................... 89Creating Custom Fields in Salesforce....................................................... 90Creating Custom Fields in the Five9 VCC ..................................................91Capturing a Custom Field Value in an IVR Script ......................................... 93

Configuring Searches with Visualforce Pages ..................................................94Configuring Custom Searches ..................................................................... 97

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Chapter8Configuring List Synchronization .................................................... 98Synchronizing Dialing Lists ........................................................................ 98

Adding the Salesforce ID to the Five9 Contact Database................................ 99Enabling Salesforce to Communicate with the VCC .................................... 100Setting User Permissions for the Five9list Custom Field............................... 102Adding the Five9list Field to the Campaign Page Layout.............................. 104Defining the Five9 Web Services Credentials............................................ 105Adding a Five9 List Name to a Salesforce Campaign ................................... 106Linking Salesforce Campaigns to Multiple VCC Domains............................... 107

Assigning Campaigns Automatically to Calls.................................................. 108VCC Option ................................................................................... 109Custom Salesforce Field .................................................................... 110

Mapping Salesforce Fields to Five9 Fields .................................................... 114

Chapter9Integrating Five9 Channel Readiness with Salesforce Omni-Channel .......116Enabling Salesforce Omni-Channel............................................................. 117Creating Service Channels....................................................................... 118Create Presence Configurations ................................................................ 120Enabling Agents for Access to Presence Statuses............................................ 123Adding Omni-Channel to the Console ......................................................... 125Implementing Five9 Connect ................................................................... 127

Obtaining the Package ...................................................................... 128Installing the Five9 Connect Managed Package ......................................... 129Customizing the User Interface............................................................ 129

Adding Fields to the Case List View.................................................. 129Adding Fields to Case Detail Layout ................................................. 131Adding Categories ...................................................................... 132

Training the NLP Engine .................................................................... 133

Chapter10Enabling Optional Features in the VCC ............................................134Using Dialing Lists in the E.164 Format ....................................................... 134Enhancing the Click-to-Dial Call Log........................................................... 135Displaying Call Variables to Agents ............................................................ 137Enabling a Default Call Queue.................................................................. 141Enabling Connectors ............................................................................. 142Enabling Agents Permissions .................................................................... 142

Chapter11Configuring Salesforce Reports to Include Five9 Statistics ....................144Configuring Salesforce Email Services......................................................... 144Uploading Batches of Five9 Logs ............................................................... 148

Creating Activity Fields for Reports ...................................................... 148Mapping Salesforce Task Fields to Five9 Fields ......................................... 148Customizing Five9 Reports ................................................................. 150

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Chapter12Collecting Logs..........................................................................152Browser Logs ...................................................................................... 152

Chrome ........................................................................................ 152Firefox......................................................................................... 153Internet Explorer ............................................................................ 154Safari .......................................................................................... 154

Softphone Log ..................................................................................... 155Application Log ................................................................................... 155

Chapter13Managing the Software for Your Agents ...........................................157Installing the Adapter............................................................................ 157Configuring the Browser ......................................................................... 159

Chrome ........................................................................................ 159Adding Exceptions ...................................................................... 159Installing the Extension ................................................................ 161Troubleshooting the Softphone....................................................... 163

Firefox......................................................................................... 163Adding Exceptions ...................................................................... 163Enabling the Five9 Softphone Plug-In................................................ 165

Internet Explorer............................................................................ 166Enabling Pop-Up Windows ............................................................. 166 Adding your Domains to Trusted Sites .............................................. 167Configuring Optional Browser Features ............................................. 168

Safari .......................................................................................... 172Enabling Pop-Up Windows and Plug-Ins ............................................. 172Enabling Cookies ........................................................................ 173Installing the Extension ................................................................ 174

Removing the Integration ....................................................................... 174Removing the Adapter ...................................................................... 174

Windows OS.............................................................................. 175Mac OS.................................................................................... 175

Clearing the Browser Cache................................................................ 175Chrome ................................................................................... 175Firefox .................................................................................... 177Internet Explorer ....................................................................... 177

AppendixAComponents of the Apex Package ..................................................179Code ................................................................................................ 179Tabs................................................................................................. 179Custom Fields ..................................................................................... 180Pages ............................................................................................... 181

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Chapter2

What’s New

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

Release Changes

April 2018 • Added Managed Package 2.37, which contains these changes:– Removed these unused custom fields: Five9CallbackCampaignId, Five9CallbackCampaignName, Five9CallbackId, and Five9CallbackNumber.

– An agent using the Plus Adapter for Lightning Experience can log in using single sign-on.

– Bug fixes.• Added Enabling Lightning Experience in Your Organization.• Updated screenshots in Downloading and Installing the Call Center Components.• Added Lightning call center file details to Downloading the Call Center Definition File.• Added Lightning single sign-on configuration details and screenshots to Configuring

Single Sign-On.• Added text and screenshots for Lightning Experience in Introduction and Creating and

Populating a Five9 Call Center in Salesforce.

January 2018 • Corrected the links to the files in Configuring Custom Searches.• Removed references to callback synchronization, which does not apply to the Plus

adapter.

July 2017 • Added an important note about PSTN station.

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What’s New

June 2017 • Corrected that you cannot use single sign-on with Open CTI for Lightning.• Added an important note about agents who are enabled for Web Agent. For more

information, see Enabling Agents Permissions.• Added a note about connectors, which do not work with Mac OS and Chrome 53.• Added an important note about Salesforce Limits.• Added a note about lead conversion with Open CTI for Lightning.• Updated Components of the Apex Package. All internal resources are now hidden.• Added to the agent’s guide support for Five9 UC - Skype for Business. For more

information, see Plus Adapter for Salesforce Agent’s Guide and Configuring Five9 UC Adapter - Skype for Business in the Basic Administrator's Guide.

• Added Managed Packages 2.31 and 2.34. Both contain security improvements.

November 2016

• Added Salesforce Managed Package version 2.31 to support Open CTI for Lightning.• Added a section about removing the softphone adapter from Mac OS.• Added an important note about Firefox 49Mac OS 10 with Safari 10.• Added a note about a defect in Firefox 49Mac OS 10 with Safari 10.

October 2016 • Added Implementing Five9 Connect.

Release Changes

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Chapter1

Introduction

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

To verify that the workstations of your agents meet the technical requirements to use this Five9 product, see Five9 Adapter for Salesforce in the VCC Technical Requirements or contact your Five9 representative.opened browser tabs and windows

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

Important Each browser limits the number of parallel connections for each host. Because all opened tabs and windows share these connections, open no more than five tab and browser windows to avoid performance issues. This limitation applies whether the content of the windows, such as case or opportunity, differs, or the windows are opened in different browsers, such as Firefox, Internet Explorer, Chrome, or Safari. For more information about the connection limits that apply to your browser and its versions, refer to the vendor of your browser.

However, the console view enables you to avoid performance issues with the Five9 Plus Adapter for Salesforce when more than five browser tabs and windows are opened.

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

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Introduction Audience

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

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

Existing IntegrationsIf you currently have an integration with one of the Five9 adapters for Salesforce, CTI Toolkit API versions 3.x, 4.x, or Open CTI adapter, follow these steps after your domain is migrated to a new platform.

From the Five9 Open CTI adapter, you may upgrade to the Five9 Plus Adapter for Salesforce or to the Five9 adapter for Lightning. If you are currently using the Plus adapter, you do not need to upgrade to use the adapter for Lightning. However, you need to create and populate a separate call center in Salesforce for Lightning users.

1 Install the new managed package.You do not need to first remove the existing package. For more information, see Installing the Five9 Managed Package.

2 Create a new call center, ensuring that your call centers are named so that you can easily differentiate them.For more information, see Creating Additional Call Centers.

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

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Introduction About Five9 Plus Adapter for Salesforce Lightning Experience

About Five9 Plus Adapter for Salesforce Lightning Experience

Multiple Salesforce tabs and browser sessions are not recommended when using the Lightning Experience Adapter.

This figure shows the Lightning Experience Adapter with a softphone. An agent is logged in and is ready for voice interactions.

Summary of the Integration StepsThis section summarizes the steps required to create a call center with the Five9 Plus Adapter or Lightning Experience Adapter for Salesforce. Steps 1, 2, 3, and 6 are required; if you are using Lightning, step 4 is required; steps 5, 7, and 8 are optional. Regardless of the features that you choose to implement, you must follow the chapters in the order in which they are written.

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

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Introduction Summary of the Integration Steps

2 Download the call center definition file. For more information, see Downloading the Call Center Definition File.

3 Create and populate a call center. For more information, see Creating and Populating a Five9 Call Center in Salesforce.

4 If you are using Lightning, see Enabling Lightning Experience in Your Organization.

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

6 Determine the data fields that you need. For more information, see Configuring Fields to Save and View Five9 Data.

7 Configure and customize additional Salesforce and Five9 features:– Salesforce pages and search options: Configuring the Salesforce Softphone

and Search Options.– Additional Five9 features: Enabling Optional Features in the VCC.– Synchronization of campaign lists: Configuring List Synchronization.– Salesforce Omni-Channel presence synchronization: Integrating Five9

Channel Readiness with Salesforce Omni-Channel.– Custom reports: Configuring Salesforce Reports to Include Five9 Statistics.

8 Prepare the browsers and the softphone that your agents will use. For more information, see Managing the Software for Your Agents.

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Chapter2

Downloading and Installing the Call Center Components

You must install in Salesforce the Five9 managed package, and you must download the softphone adapter. If you navigate to the Salesforce AppExchange independently, you must search for Five9.

Perform the steps in these sections:Accessing the Five9 CRM Integrations Download PageInstalling the Five9 Managed PackageDownloading the Call Center Definition File

Accessing the Five9 CRM Integrations Download Page

1 To access the Five9 CRM Integrations download page, log into your Five9 account.You may need to answer a security question before continuing.

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Downloading and Installing the Call Center Components Accessing the Five9 CRM Integrations Download Page

2 Click CRM Integrations.

3 Scroll down and click Five9 Adapters for Salesforce.

4 Complete the steps in the following sections.

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Downloading and Installing the Call Center Components Installing the Five9 Managed Package

Installing the Five9 Managed PackageThe Five9 managed package contains the files to configure your call center and to implement single sign-on with SAML if you choose to do so.

1 Examine the Administrators section for the adapter type you require (Plus Adapter for Salesforce Lightning Experience or Plus Adapter).This guide does not describe the Open CTI Adapter.

2 In the Administrators section for your adapter type, click Five9 managed package.

3 Click Get It Now.

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Downloading and Installing the Call Center Components Installing the Five9 Managed Package

4 Log in to AppExchange.

5 Click Install in Production or Install in Sandbox, depending on the Salesforce organization where you want to install the Five9 managed package.

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Downloading and Installing the Call Center Components Installing the Five9 Managed Package

6 Check the terms and conditions agreement box, and click Confirm and Install.

7 If requested, enter your Salesforce user name and password again.Installation starts at this step.

Important The process is identical for new and upgrade installations. The language on the Salesforce pages refers either to a new or upgrade installation. All the figures below refer to a new installation.

Depending on your Salesforce version, the pages that you see may differ. However, the process is the same.

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Downloading and Installing the Call Center Components Installing the Five9 Managed Package

8 Review the package components.This step is optional.For details, see Components of the Apex Package.a To view the list of components in the package, click View Components.

b Close the window.

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Downloading and Installing the Call Center Components Installing the Five9 Managed Package

9 Select one of the options.– Install for admins only: Five9 recommends this option. Only the system

administrator profile can see the activity fields. The settings are assigned to the administrator profile and any profile with the Customize Application permission. The administrator is responsible for enabling other profiles.

– Install for all users: All profiles are can see the activity fields. The settings are assigned to all internal custom profiles.

– Install for specific profiles: You specify which profiles can see the activity fields. The settings are assigned to the profiles as needed.

10 Click Install.If you stop the process before it is completed, you will need to reinstall the package. When the installation is finished, you see this page, and you receive an email message that confirms the installation. Do not proceed until you receive the email.The email also mentions that you need to deploy the package to activate some components. However, you do not need to deploy the package.

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Downloading and Installing the Call Center Components Downloading the Call Center Definition File

11 Click Done.The Installed Packages page appears. Your package is displayed at the bottom of the list. If you upgraded your package, the new package overwrites the existing one with the new version number. However, the previous installation date is retained.

Downloading the Call Center Definition FileThe call center definition file enables you to create a call center in Salesforce.

In the CRM download page, click the link for the type of login that you want to use:

• Standard. Use the standard file if you want your agents to log into Salesforce and Five9 separately. When you are ready to create the call center, see Creating and Populating a Five9 Call Center in Salesforce.– For the Plus Adapter, the file name is

Five9VirtualCallCenterFreedom.xml.– For the Plus Adapter for Salesforce Lightning Experience, the file name is

Five9VirtualCallCenterFreedomLightningExp.xml.

• Single sign-on. Use the single-sign on file if you want your agents to be automatically logged into the Five9 adapter when they log into Salesforce. To use single sign-on, Five9 must enable your domain. For more information, see Configuring Single Sign-On.– For the Plus Adapter, the file name is

Five9VirtualCallCenterFreedomCanvas.xml.– For the Plus Adapter for Salesforce Lightning Experience, the file name is

Five9VirtualCallCenterFreedomLightningExpSSO.xml.

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Chapter3

Creating and Populating a Five9 Call Center in Salesforce

This chapter describes the essential features of a call center:

Creating and Managing a Call CenterAdding Users to the Call CenterCustomizing the Salesforce Options for Users

Creating and Managing a Call CenterDefining a call center in Salesforce associates a Salesforce organization and its users with the Five9 cloud software.

Initial Call CenterTo create a Five9 call center in Salesforce, upload the Five9 call center definition file that you downloaded earlier. The files are named as follows:

• Standard login call center: Five9VirtualCallCenterFreedom.xml• Call center with single sign-on: Five9VirtualCallCenterFreedomCanvas.xml• Lightning Experience standard login call center:

Five9VirtualCallCenterFreedomLightningExp.xml

• Lightning Experience call center with single sign-on: Five9VirtualCallCenterFreedomLightningExpSSO.xml

1 Locate the Call Centers menu.

Important Five9 does not control the variations in the Salesforce user interface and does not know when changes may occur. Therefore, in the rest of this guide, only the target menu is provided. To locate each menu, use the Salesforce QuickFind search.

An agent may be assigned to only one call center at a time.

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Creating and Populating a Five9 Call Center in Salesforce Creating and Managing a Call Center

2 In the All Call Centers page, click Import.

3 To locate your file, click Choose File.

4 Click Import.The details of your call center are displayed. Depending on the file you imported, you will see different settings.

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Creating and Populating a Five9 Call Center in Salesforce Creating and Managing a Call Center

Your new call center now appears in the list of call centers.

Note The default name for the single sign-on Salesforce Classic call center is Five9 SAML Domain. For Salesforce Lightning, the default name is Five9 Domain Lightning SSO. The name is used as reference in the single sign-on chapter.

Call center definition with standard login

Call Center definition with single sign-on login

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Creating and Populating a Five9 Call Center in Salesforce Creating and Managing a Call Center

Modifying the Definition of a Call CenterYou may edit some of the default information of your call center.

1 In Setup, locate Call Centers.

2 Click Edit next to a call center name.

Element Description

Five9 Domain Name Internal name of your Five9 domain; corresponds to line 3 of the call center definition file.

Display Name External name of your Five9 domain; corresponds to line 4 of the call center definition file.

Description Description of your domain.

CTI Adapter URL If appropriate, URL of the Five9 user interface:• Call center with single sign-on: no URL.• Call center without single sign-on: https://

app.five9.com/clients/integrations/sf.main.html

Use CTI API True

Softphone HeightSoftphone Width

Height and width of the softphone. The default values are 600 X 200 mm. You can modify this value as needed.

Important Due to Salesforce configuration, if you use the console view in a small monitor, the adapter disappears under the browser tabs when you increase the height too much. If this occurs, use [Ctrl + minus] to reduce the size of the adapter so you can see its resize controls at the top. After you resize the softphone, use [Ctrl + plus] to restore the size of the softphone. This workaround is required each time you open the browser or switch back and forth between the cloud and console views.

Canvas Namespace Applies only to call centers with single sign-on login. Location of the Apex interface and classes for canvas applications.

Canvas API Name Applies only to call centers with single sign-on login. Name of the Five9 Canvas application.

Outside Prefix First digit to automatically dial for external calls. The default value in the call center definition file is 9. This prefix is used for the Salesforce click-to-dial feature.

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Creating and Populating a Five9 Call Center in Salesforce Creating and Managing a Call Center

3 Make your changes, and click Save.

Creating Additional Call CentersYour Salesforce organization can contain multiple call centers. To create a new call center, download a new call center definition file.

Naming your New Call CenterThe name of each call center must be unique. Otherwise, you cannot upload the file.

1 Open the call center definition file in a text editor.Lines 3 and 4 contain the name of your call center:<item sortOrder="0" name="reqInternalName" label="Five9 Domain Name">Your_Five9_Domain_Name</item><item sortOrder="1" name="reqDisplayName" label="Display Name">Your_Five9_Domain_Name</item>

2 Be sure that the name of each call center is unique.

3 Save and close the file.

Long Distance Prefix Phone prefix to automatically dial for long distance calls. For North America, the default value in the call center definition file is 1. If you use the E.164 format, enter the digit appropriate for your configuration. For more information, see Using Dialing Lists in the E.164 Format. This prefix is used for the Salesforce click-to-dial feature.

International Prefix Phone prefix to automatically dial for international calls. For North America, the default value in the call center definition file is 01. If you use the E.164 format, enter the digit appropriate for your configuration. For more information, see Using Dialing Lists in the E.164 Format. This prefix is used for the Salesforce click-to-dial feature.

Created By Five9 User Administrator who created the call center.

Created On Date that the call center was created.

Element Description

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Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

Uploading the New Call Center Definition FileImport the file into Salesforce.

1 Locate Call Centers.

2 Click Import.

3 Locate your call center definition file.

4 Click Open and Import.

The details of the file are displayed. You are now ready to add users to the your new call center.

Adding Users to the Call CenterIf you already have Salesforce users, add them to the new call center. Otherwise, create the Salesforce users that you plan to assign to the call center:

Enabling Salesforce Permissions in User ProfilesPopulating Your Call Center

Enabling Salesforce Permissions in User ProfilesAgents must be assigned to a profile that contains the appropriate Salesforce permissions.

Salesforce provides default profiles that you can use as defined, delete, or clone to create as many profiles as you need. Because all default profiles contain Five9 custom fields, you can use any of them to create profiles for your call center users. The default visibility of custom fields depends on the option that you selected when you installed the package.

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At that time, all permissions to the package were granted to the user group that you selected:

• Administrators: Only the system administrator profile can see the activity fields. The administrator is responsible for enabling user profiles as needed.

• All users: All profiles are can see the activity fields.• Specific profiles: Specified profiles can see the activity fields.

These instructions are based on the Standard User profile.

1 In your Salesforce Setup menu, locate Profiles.

2 Click the name of a profile.This figure shows only the top of the default Standard User profile details.

Note In addition to Salesforce permissions, you need to assign call center permissions in the Five9 VCC. For example, User Must Pick Salesforce Object For Call Log is a Five9 VCC permission specific to Salesforce that requires users to associate a call with a Salesforce object, such as an account or lead.

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3 To display the properties of the profile, in the Field-Level Security section, click Campaign [View].

4 To update the Five9 permissions for this user profile, click Edit.

5 Enable permissions for your agents as needed, and click Save.

Five9 configuration tabs

6 Click Back to Profile, and click Edit.

7 If needed, in the Custom App Settings section, enable the custom applications that you want users of the profile to access, such as F9 Lightning.

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8 If needed, enable the connected applications that you want users of the profile to access, such as Five9 Single Sign-On or Five9 Single Sign-On Lightning, depending on your call center requirements.

9 In the Tab Settings > Custom Tab Settings section, set the visibility of the Five9 configuration tabs.To avoid showing an error message to users who cannot change the information on these tabs, enable these features only for administrators.

10 For Five9 Settings, select Tab Hidden.

11 Click Save.

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Creating and Populating a Five9 Call Center in Salesforce Adding Users to the Call Center

Populating Your Call CenterYou can populate your call center by adding single users or groups of users:

Adding Single UsersAdding Groups of Users

Adding Single UsersIf you plan to add only a few users at a time, specify the name of the call center in the user’s details.

1 In your Salesforce Setup menu, locate Users.

2 Click Edit next to a user.

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3 Click the magnifier next to the Call Center field.The lookup screen for classic is shown below.

The lookup screen for Lightning is shown below.

4 Click the new call center name, or search for it by name.The user becomes assigned to the call center.The assignment for classic is shown below.

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The assignment for Lighting is shown below.

5 Click Save.

Adding Groups of UsersIf you plan to add groups of users at a time, follow these steps.

1 In your Salesforce Setup menu, locate Call Centers.

2 Click the name of the call center.

3 Click Manage Call Center Users.

You can see all users that you have assigned to the call center.

4 To add users, click Add More Users.

Important If you restrict field-level security settings, the custom activity fields may not appear in the layout.

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5 Choose search criteria and click Find.

6 Select the users to be added, and click Add to Call Center.

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Creating and Populating a Five9 Call Center in Salesforce Customizing the Salesforce Options for Users

Customizing the Salesforce Options for UsersYou may set the options for your agents or give them the instructions.

Softphone OptionsSoftphone Views

Softphone OptionsYou may customize the agent’s account to simplify the appearance of single call records. Accounts and leads are searched for matching phone numbers. This option specifies how a record should appear if only one record matches an incoming call.

1 On the landing page, click user’s name > My Settings.

2 Click Call Center Settings > My Softphone Settings.

3 To ensure that this option does not conflict with the call center settings for single record matches, verify that Always open the record automatically is selected, and click Save.

Important Depending on your Salesforce version, the name and location of the account settings may vary. The steps below describe the most current version.

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Softphone ViewsYou may select one of two softphone views:

Cloud ViewThe softphone appears stationary on the left side. You may allow agents to open or close the softphone by clicking the arrow at the top of the adapter as shown in the figures below.

If you use the adapter in a separate browser window, for example with Firefox, the cloud view adapter must be open so that agents can log into the softphone. Afterward, you may close the softphone adapter in the main Salesforce browser window.

Important Be sure to inform your users of all browser limitations.

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If you use a separate browser window for the softphone, for example with Firefox, the adapter must be open so that you may log into the softphone. After you have logged in, you may close the softphone adapter in the main Salesforce browser window.

To improve the performance of the embedded adapter used in cloud view, the window shown below opens automatically when you log into the adapter. You may minimize or hide this window, but you must not close it. If you close this window accidentally, it automatically reopens to maintain the connection of your adapter to Five9.

However, if you set the adapter to open in a separate browser window, this stand-alone window does not appear.

Console ViewThe softphone appears when you click the phone icon in the bottom right corner of the page. Internet Explorer 11 limits users of the Five9 Adapter for Salesforce in Cloud View by causing performance issues when agents open multiple tabs and/or windows. Therefore, Five9 recommends that agents enable the freestanding adapter mode or use the Service Cloud console view.

To resize the softphone, drag the handle (top left). To minimize it, click the minus sign (top right).

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The following chapter describes the Lightning Experience Adapter. You will see an example of the adapter running in Running a Lightning Experience Application.

Note If you enlarge the adapter while using a large monitor, be sure to return the adapter to its default (small) size if you plan to later view the adapter on a smaller monitor, such as on a laptop computer. Otherwise, the adapter is hidden under the Salesforce tabs. To retrieve a hidden adapter, follow these steps:

1. Reduce the size of all elements in the window (Ctrl + minus sign).2. When you can see the softphone handle, resize the adapter as needed.3. Return the size of the elements to normal (Ctrl + plus sign).

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Chapter4

Enabling Lightning Experience in Your Organization

Salesforce Lightning Experience enables you to boost your productivity in a streamlined interface in which you can use these Five9 features:

• Voice and voicemail include configurable tiles for agent statistics.• Preview and standard chat include transfer and conference.• Omnichannel with proactive and preview chat, email, and web analytics. You can

display the customer journey with a filterable time line of the customer's omnichannel interactions.

• Skype for Business is available to agents.

Perform the steps in these sections:Preparing Your OrganizationCreating a Lightning Experience ApplicationRunning a Lightning Experience Application

Preparing Your OrganizationPrepare your organization for Lightning Experience as follows:

1 To enable Lightning Experience, follow the Salesforce tutorial. Contact your Salesforce representative if needed.

2 When you are ready to adopt Lightning Experience, contact your Five9 representative:a Request that your domain be enabled.b If you have not already done so, obtain the required Salesforce managed

package and the call center definition file as described in Downloading and Installing the Call Center Components. You use the Salesforce Lightning Experience files.

3 If you have not already done so, install the Salesforce managed package and the call center definition file as described in Downloading and Installing the Call Center Components.

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Enabling Lightning Experience in Your Organization Creating a Lightning Experience Application

Creating a Lightning Experience ApplicationTo finish preparing your implementation, you must create a Lightning Experience application.

1 At the top of the page, under your name, select Switch to Lightning Experience.

2 Under the cog on the right, select Setup.

3 Locate App Manager.

4 Click New Lightning App.

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Enabling Lightning Experience in Your Organization Creating a Lightning Experience Application

5 Complete the fields, and click Next.

6 Select either a standard or console navigation style, and click Next.

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Enabling Lightning Experience in Your Organization Creating a Lightning Experience Application

7 Click Add and select Open CTI Softphone, which is required for the CTI workspace to be available.

8 Click Next.

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9 Click Next.

10 Select your profiles. For example, select Standard User.

11 Click Save & Finish.

Your application is displayed in the list. To edit or delete it, click the down arrow at the far right.

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Enabling Lightning Experience in Your Organization Running a Lightning Experience Application

Running a Lightning Experience ApplicationTo run a Lightning Experience application, perform these steps:

1 Select F9 Lightning from the Salesforce App Launcher.

2 Click Engage.

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3 Select your station type, enter the details, and click Confirm.

4 Select your queues and click Confirm.

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5 Set your status. For example, set your status to Ready (All).

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Chapter5

Configuring Single Sign-On

This chapter describes how to configure single sign-on user authentication with Security Assertion Markup Language (SAML). SAML is a standard that enables you to synchronize authentication and authorization data between Salesforce and Five9 so that agents can use single sign-on (SSO) to gain access to both systems simultaneously:

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

• If you do not enable single sign-on, your agents must log into Salesforce and Five9 separately with two sets of credentials. If you do not plan to use single sign-on, skip this chapter.

This feature is available only with the Plus adapter.Preparing to Implement Single Sign-OnConfiguring Your Salesforce EnvironmentEnabling Access to External Domains from Your Salesforce Classic EnvironmentConfiguring Single Sign-On in the VCC Administrator ApplicationTesting Single Sign-On

Preparing to Implement Single Sign-OnBefore configuring single sign-on, be sure to have completed these steps:

1 To better understand single sign-on, refer to these Salesforce guides:– Single Sign-On Implementation Guide– Identity Implementation Guide

2 Request from your Five9 support representative that your domain be enabled for Plus applications.

3 Download and install the software described in Chapter 2.

4 Create and populate your call center as described in Chapter 3.

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Configuring Single Sign-On Configuring Your Salesforce Environment

Configuring Your Salesforce EnvironmentFollow each section in the order in which it is listed:

Creating a Domain NameEnabling Salesforce as an Identity ProviderEnabling Single Sign-OnAuthorizing Users to Use Connected ApplicationsEditing the User’s Profile for Single Sign-OnConfiguring Your DomainAdding a Federation or Other Persistent ID to Users VCC Properties

Creating a Domain NameThis section describes how to create a Salesforce domain if you do not already have one. You may use any domain name that you currently have in Salesforce, or you can create a domain name now. This domain name is not related to your Five9 domain name. When single sign-on is configured, your users will log into this domain.

1 Locate My Domain.

2 In the field, enter a domain name.

3 Click Check Availability, and modify your domain name until the name is available.

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4 For classic, read and agree to the terms and conditions.

The Lightning screen is shown below.

5 Enter your domain name.

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6 Click Check Availability.

7 Click Register Domain.Your pending domain name

appears.

When the domain name is accepted, you receive an email from Salesforce. In Salesforce, instead of Step 2 Domain Registration Pending, you now see Step 3 Domain Ready for Testing.All your application URLs, including those of Visualforce pages, change to the new URL. Therefore, be sure to update any application URLS that were created before you created this domain name.The login URL for the new domain is in this format: https://<subdomain>.my. salesforce.com/domainname/DomainName.apexp

For classic, the example login URL for the domain is https://infodevtestdomain-dev-ed.my.salesforce.com/domainname/DomainName.apexp.For Lighting, the example login URL for the domain is https://companytestdomain-dev-ed.my.salesforce.com/domainname/DomainName.apexp.

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8 After you have received the email, if necessary, refresh the Salesforce page to see Step 3.The domain name for the classic example is shown below.

The domain name for the Lighting example is shown below.

Domain name

Domain name

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Configuring Single Sign-On Configuring Your Salesforce Environment

9 For classic, click Click here to login.

For Lighting, click Log in.

10 Click Deploy to Users.The confirmation for classic is shown below.

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The confirmation for Lightning is shown below.

11 Click OK.Your domain is ready to use. You may change now or later the default settings and the appearance of the login page that your users see.The settings for classic are shown below.

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The settings for Lightning are shown below.

Enabling Salesforce as an Identity ProviderSelect the certificate to use to communicate securely with other services.

1 Locate Identity Provider.

Cl

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2 Click Download Metadata, and save the file.This XML file contains the URLs, certificate, and format that you will later import in your VCC Administrator application to configure single sign-on in Five9. The file name is similar to this one: SAMLIdP-00D61000000Y5Eo.xml.

Enabling Single Sign-OnEnabling single sign-on in your domain is the first configuration step. If you later decide to use standard login, you may do so by disabling this option. No other change would be needed.

1 Locate the Single Sign-On Settings menu.

2 Click Edit.

3 Check SAML Enabled.

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4 Click Save.

Authorizing Users to Use Connected ApplicationsIn this section, you select the profiles of users who may access the configuration of connected applications.

1 Go to the Connected Apps menu.You see all the connected apps that apply to your organization. All applications provided by Five9 start with Five9.The classic connected apps are shown below.

The classic and Lightning connected apps are shown below.

Open CTI for Lightning

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2 For classic, click Edit next to Five9 Single Sign-On (https://app.five9.com). For Lightning, click Edit next to Five9 Single Sign-On Lightning (https://app.five9.com).Most fields were populated when you installed the managed package.The default Start URL in the Basic Information section is https://app.five9.com/clients/integrations/sf.main.html?appKey=SF.The following screen shows the classic settings.

The following screen shows the Lightning settings.

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Configuring Single Sign-On Configuring Your Salesforce Environment

3 Select these options.– Permitted Users: For classic only, select Admin approved users are pre-

authorized. When you do so, a warning message appears. Click OK.

– Subject Type: Type of unique ID that agents will use to log into Salesforce and Five9. The value, such as an email address, must be the same in both applications and must persist until the user is deleted. Five9 recommends that you select Federation ID. However, you may need to select another type of ID to conform to your current Salesforce implementation. For more information, see Adding a Federation or Other Persistent ID to Users VCC Properties.

4 Click Save.The list of Connected Apps reappears.

5 For classic, click Five9 Single Sign-On (https://app.five9.com). For Lighting, click Five9 Single Sign-On Lightning (https://app.five9.com).

6 In the details page, scroll down to the Profiles section, and click Manage Profiles.

7 In the profile assignment page, select the profiles that you want to allow access to Five9 with single sign-on.

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8 Click Save.The list of Connected Apps reappears.

9 For classic, repeat step 2 to step 8 for Five9 Single Sign-On (https://app.five9.eu). For Lightning, repeat step 2 to step 8 for Five9 Single Sign-On Lighting (https://app.five9.eu).

Editing the User’s Profile for Single Sign-OnYou need to assign the user to the domain enabled for single sign-on and possibly add a value to the Federation ID field.

1 Locate Manage Users > Users.

2 Click Edit next to the user’s name.

3 Scroll down to the Call Center field on the right, and click the magnifier.

4 Select your Five9 Single Sign-On Call Center.The default name for classic is Five9 SAML Domain.

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Configuring Single Sign-On Enabling Access to External Domains from Your Salesforce Classic Environment

The default name for Lightning is Five9 Domain Lightning.

5 Enter information in the Single Sign On Information section if appropriate:

– If you selected Federation ID as subject type, enter a name for the agent. You may use the agent’s Five9 user name or another name reserved for single sign-on.

– If you selected another ID as subject type, leave the field empty.

6 Click Save.

Enabling Access to External Domains from Your Salesforce Classic Environment

This section is for Salesforce classic only. If you are using Salesforce Lightning Experience, skip this section.

If you use the console view in Salesforce classic, you must enable the domains external to Salesforce that your users can access. These instructions use the sample console as an example. Apply the same procedure to your custom console. You can also use the console details page to configure the layout of the tabs and other elements available to your agents when they use the console view.

1 Locate Create > Apps.

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Configuring Single Sign-On Enabling Access to External Domains from Your Salesforce Classic Environment

2 Click Edit next to your console.

3 In the Whitelist Domains section, enter a comma-separated list of the domains that you want your users to access, without http:// or https://:

app.five9.com,app.five9.eu

4 Click Save.

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Configuring Single Sign-On Configuring Single Sign-On in the VCC Administrator Application

Configuring Single Sign-On in the VCC Administrator Application

You need to enable your agents and your domain in the VCC Administrator Application.Configuring Your DomainAdding a Federation or Other Persistent ID to Users VCC Properties

Configuring Your DomainTo enable single sign-on, import the Salesforce metadata file that you downloaded earlier in the Identity Provider menu.

1 Log into the VCC Administrator’s application.

2 Select Actions > Configure > Single Sign-On.

3 To enter the information from a metadata file, 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.

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Configuring Single Sign-On Configuring Single Sign-On in the VCC Administrator Application

Not all of the fields can be imported or changed. You cannot import or change the Service Provider initiated login URL fields, which are set when your Five9 domain is created. Those fields contain the URLs used by the adapters for single sign-on.This table describes the single sign-on fields that you can import and change.

4 Click Save.

Adding a Federation or Other Persistent ID to Users VCC Properties

This value in this field is synchronized with the subject type that you selected in the Connected Apps menu in Salesforce.

1 In the Administrator’s application, open Users.

2 Open a user’s name.

3 In the Federation ID field of the General tab, enter a value:– If you selected Federation ID as subject type, enter a name for the agent. You

may use the agent’s Five9 user name or another name reserved for single sign-on.

– If you selected another ID as subject type, enter the value of that ID, for example: if you selected Username as subject type, enter the user’s Salesforce Username.

Field Description

Issuer URL URL of the identity provider, starting with the server name from the metadata file loaded from Salesforce IDP settings.

SingleSignOnService HTTP-POST Binding URL

Location of the main login address for your domain, starting with the server name.

SingleSignOnService HTTP-Redirect Binding URL

Location of the alternate login address for your domain, starting with the server name.

X.509 certificate Specifies the format of the public key.

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

Default NameID Format Format of the Name ID.

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Configuring Single Sign-On Testing Single Sign-On

In this figure, the Federation ID matches the Five9 user name.

4 Click Save.

Testing Single Sign-OnTo verify that single sign-on is working as expected, follow these steps.

1 Log out of the adapter and of your Salesforce domain.

2 Log into your Salesforce domain with the user name that you configured for single sign-on.If single sign-on is configured correctly, you see the station setup window.For classic, the station set up is shown below.

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For Lightning, the station selection is shown below.

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Chapter6

Configuring a Five9 Call Center in Salesforce

This chapter describes how to configure in Salesforce the essential integration features for a functional Salesforce call center:

Configuring Fields to Save and View Five9 DataEnabling the Softphone in the Case Layout PageSetting the Voicemail URL BaseEnabling Multiple Languages in the Adapter

Configuring Fields to Save and View Five9 DataThe Five9 Plus Adapter for Salesforce saves Five9 data that exists in Salesforce standard and custom activity fields added to call logs. You can use this data to run reports that contain information about Salesforce and Five9. Follow the steps in these sections:

Configuring Salesforce Task FieldsConfiguring Five9 Custom Fields in Salesforce

Configuring Salesforce Task FieldsTasks enable you to track call center actions, such as making phone calls or sending email. The Five9 adapter uses task fields in these locations:

• Home page: My Tasks section and the calendar.• Activities list view of a record: Open Activities and Activity History.

To view and modify the task fields and layouts, follow the steps in these sections:Viewing Standard Salesforce Task FieldsAdding Five9 Custom Fields to the Task Layout

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

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

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

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

Salesforce Field Name Populated By Description

Assigned To Salesforce Always set to the user who created or performed the task.

Call Duration Salesforce Call duration in seconds.

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

Call Result Five9 Five9 call disposition assigned by the agent. For more information, see Adding Five9 Custom Fields to the Task Layout.

Call Type Salesforce Inbound, outbound, or internal.

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

Name * Salesforce Contact record or lead associated with the call.

Priority Salesforce Set to Normal.

Related To * Salesforce Account, lead, or other object associated with the call.

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

Adding Five9 Custom Fields to the Task LayoutFive9 call dispositions are saved in the standard Salesforce Call Result field, which is not part of the default Salesforce task layout. Therefore, to ensure that your users see this option, add the Call Result field to the task page layout and assign the page layout to the profiles of users who need to see the field.

1 To create, clone, or edit a task layout, locate Task Page Layouts.– If no task layout exists, create a task layout. To do so, click New on the Task

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

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

Status Salesforce Always set to Completed.

Subject Salesforce Default is Call <date><time>, which the agent can edit.

Type Salesforce Always set to Call.Open CTI for Lightning

* During calls, agents convert leads when they select the object of the call in the Name field. The process is slightly different depending on the type of console that they use:• Sales and Service Cloud consoles: the Name field is populated automatically

when agents navigate to Salesforce leads.• Lightning Experience: Once agents select the lead in the Name field, Salesforce

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

Salesforce Field Name Populated By Description

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2 To edit an existing layout, click Edit.

3 Click Fields.

4 Drag the Call Result field and any Five9 fields that you want to the page layout.The name of all Five9 custom fields starts with Five9.

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

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6 Click Page Layout Assignment.

7 Click Edit Assignment.

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

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

10 Click Save.

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

Viewing Five9 Custom FieldsAdding Five9 Custom Fields to Page Layouts

Viewing Five9 Custom FieldsWhen a call ends, Five9 call data is saved in the Five9 activity custom fields. Follow these steps to view the Five9 custom fields on Salesforce call logs and to create additional custom fields for your business. You need to create at least the Five9_Call_Time field, which you will need when customizing the Salesforce log mapping to send Five9 logs to Salesforce with the Salesforce email services. For more information, see Mapping Salesforce Task Fields to Five9 Fields.

1 In your Salesforce Setup menu, locate Activity Custom Fields.

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

Five9 Custom Field Call Information

Five9 After Call Work Time Time spent by the agent after the call.

Five9 Agent Agent who processed the call. User ID that you created in the VCC Administrator application.

Five9 Agent Extension Agent extension of VCC user ID.

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Five9 Agent Name Agent’s name of VCC user ID.

Five9 ANI ANI.

Five9 Callback Campaign ID Campaign ID of the callback.

Five9 Callback Campaign Name Campaign name of the callback.

Five9 Callback ID ID of the callback.

Five9 Callback Number Phone number of the callback.

Five9 Call Type Call type:• OUTBOUND• INBOUND• TEST• AGENT• AUTODIAL• INTERNAL• QUEUE_CALLBACK• VISUAL• INBOUND_VOICEMAIL• OUTBOUND_VOICEMAIL• INTERNAL_VOICEMAIL• AGENT_PREVIEW• TEST_PREVIEW• OUTBOUND_PREVIEW

Five9 Campaign Campaign name.

Five9 DNIS DNIS.

Five9 Handle Time Total handle time.

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

Five9 Custom Field Call Information

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Adding Five9 Custom Fields to Page LayoutsCustom fields are not visible to users until you add them to these pages:

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

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

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

2 Click Edit or Create new View.

Activity ListTask PageEvent Page

Activity SearchesReports

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

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

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

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

1 Locate Activities > Task Page Layouts.

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2 Create or edit an existing layout.

3 Click Fields.

4 Drag the necessary Five9 fields down to the page layout.

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

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6 In the list of layouts, click Page Layout Assignment.

7 Click Edit Assignment.

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

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

10 Click Save.

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

1 Locate Event Page Layouts.

2 Create or edit a layout.

3 Click Fields.

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4 Drag the desired Five9 fields down to the page layout.

5 Click Save.The Task Page Layout summary page reappears.

6 In the list of layouts, click Page Layout Assignment.

7 Click Edit Assignment.

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

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

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

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1 Locate Activity Search Layouts.

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

a Click Edit.

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

c Click Save.

– Activity Search Result Page LayoutThe search filters affect the search results only. They do not change the search criteria. Repeat the same steps as above.

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

1 Open the Salesforce Reports tab.

2 Click New Report.Each report option provides a preview of the content and layout of the report.

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

3 In the navigation pane, select a type of report, and click Create.The Report Builder contains the Fields, Filters, and Preview areas. The navigation pane contains all the fields that you can include as columns in your report.

4 To create a report, follow these steps:a In the filter area at the top, specify the data to be included in your report by

setting the time interval and other filters. To add filters, drag fields from the navigation pane to the filter area.

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

c When done, click Run Report.Your report appears in the Preview pane.

5 Save your report.

Enabling the Softphone in the Case Layout PageTo ensure that the softphone is always visible when your agents work on cases, add a sidebar to the case layout.

1 Open a case.

Filters

Preview

Fields

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2 Click Edit layout.

3 Click Feed View.

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

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

Setting the Voicemail URL BaseThis setting applies to old integrations. It is not recommended for the Five9 Plus Adapter for Salesforce.

Enabling Multiple Languages in the AdapterThe default language for the softphone is the same as the language displayed in your browser.

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

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

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

Important To add other languages, you must install at least version 2.23 of the managed package, and you must contact your Five9 representative and Professional Services to request that your domain be enabled for other languages.

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These figures show what agents see.

Editing the Call Center Definition FileTo make language options visible in the softphone adapter, add a locale parameter to the CTI Adapter URL of your call center definition file.

1 In Setup, locate Call Centers.

2 Click Edit next to a call center name.

Login windowin your selected language

The adapter remains in this language unless agents change the language

in the general settings.

Option that applies to the entire adapter

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

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3 In the CTI Adapter URL field, append ?showLocaleSelection=true to the URL.

4 Click Save.

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

To upload a list of reason codes and dispositions, use a REST client, such as the Advanced REST client (Chrome extension), REST Easy (Firefox add-on), or Cocoa Rest Client (Safari).

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

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

{"dispositions": {

"Answering Machine": "Répondeur automatique","Do Not Call": "Ne pas rappeller","No Answer": "Pas de réponse","No disposition": "Pas de disposition"

},"notReadyReasons": {

"Email": "Courriel","Meal": "Repas","System": "Système","Task Completion": "Tâche à compléter"

},"logoutReasons": {

"Forced": "Déconnection forcée","End Shift": "Fin de travail"

}}

Locating Your Five9 Organization IDYou need to obtain the orgId value for your REST API so that you can add it to the upload URL. The value is located in a request cookie.

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

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

3 Determine your orgId:– You can search for the metadata of an API request.– You can use the orgId that is visible in some of the requests: https://

app.five9.com/appsvcs/rs/svc/orgs/{orgId}...

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

Uploading the File of Translated Text StringsUpload the JSON file to your REST API. Advanced REST Client in Chrome is used for this example.

1 Select Request.

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

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

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

Select Network, and search for orgs.

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3 Substitute the value of your orgId in the URL.

4 Select the PUT method.

5 Under Payload, select File.

6 Click Choose Files.

7 In the method field, enter fileUpload.

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

9 Click Send.

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

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

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

- 404: File not found: Verify the URL.- 435: File malformed: Verify the content and format of your file.- 500: Internal server error: Verify the content of your request.

In the response, errors may appear as follows:

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{five9ExceptionDetail:{timestamp: 1441883501421errorCode: 401message: "Invalid credentials"}

}

10 Refresh the browser.

11 To verify that the text strings are displayed correctly, look at the Not Ready and Dispositions menus in the adapter.

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Chapter7

Configuring the Salesforce Softphone and Search Options

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

• Call data– Data used in the search– Data displayed in the softphone– Salesforce objects displayed in the pop-up windows of search results

• Behavior search results (Salesforce screen pop)

The basic search matches the caller to the CRM data by using the phone number (ANI or DNIS). To refine your search, you can use custom fields and configure custom searches.

Understanding Search Rules According to Call TypesCreating Custom ObjectsConfiguring the Softphone LayoutConfiguring Searches with Custom FieldsConfiguring Searches with Visualforce PagesConfiguring Custom Searches

Understanding Search Rules According to Call Types

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

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

Call Types Types of Search and Order of Precedence

Outbound VCC call variables, listed in order of search precedence:1 Call variables > Salesforce group > salesforce_id.2 Call variables > Salesforce group > SFObject.ObjectField = value. Example: Account.AccountNumber = 1234.

3 Contact field named salesforce_id. This method is used only for leads, contacts, and account objects.

4 Salesforce variable > SFObject.ObjectField = value. Example: Contact.FirstName = John.

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

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

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

Click to dial Similar to outbound calls.

Internal, queued, and parked

No search.

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

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

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

Skill voicemail notifications

Search performed separately by using the ANI and Salesforce contact fields:• ANI: If the search returns a single result, the result is displayed.• Contact fields: No search result is displayed because the call is

already connected when the search is finished.

Agent voicemail notifications

Personal voicemail.

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Configuring the Salesforce Softphone and Search Options Creating Custom Objects

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

• Standard Salesforce objects, except contacts, person accounts, and leads• Custom objects that you create, such as objects related to contracts or projects

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

1 In Setup, locate Objects.

2 Click New Custom Object.

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Configuring the Salesforce Softphone and Search Options Creating Custom Objects

3 Enter information in the Label and Plural Label fields.

4 In the Optional Features section, enable Allow Activities.When a disposition is assigned to the call, a Salesforce activity is created in the Activity History related list of these fields:– Name field of the contact, person account, or lead– Related To field of the standard or custom objectAll other fields are optional or are automatically completed. This figure shows only the top part of the editing page.

5 Click Save & New.

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

7 Add the custom objects to the softphone layout as described in Configuring the Softphone Layout.

8 To enable these objects in user profiles or permission sets, see the Custom Object Permissions section in Enabling Salesforce Permissions in User Profiles.You may change permissions in two ways: – By cloning and customizing default user profiles and reassigning users to the

new profiles.– By customizing permission sets.

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Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

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

1 Locate SoftPhone Layouts.

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

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

Salesforce Objects

CTI 2.0 or Higher Settings

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Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

Salesforce ObjectsThis section contains the Salesforce standard objects and the custom objects that you created. You can select search for records. The list of objects is different for each call type. To optimize API performance, which depends on your configuration, Five9 recommends that you do not select objects that cannot be searched for the specified call type.

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

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

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

Standard objects

Custom objects

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4 To close the section, click the arrow or Collapse.

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

6 When done, click Save.You can now assign the layout to users.

CTI 2.0 or Higher SettingsThis section describes how to show the search results for outbound and inbound calls in the agents’ browser. Click Edit next to each option.

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

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

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

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Configuring the Salesforce Softphone and Search Options Configuring the Softphone Layout

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

– Don't pop any screen: No search results page are displayed.– Pop to new <object>: A blank page opens for the type of object chosen in the

drop-down list, such as account, campaign, or case.– Pop to Visualforce page: The Visualforce page that you select is displayed.

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

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

– Don't pop any screen: No search results are displayed.– Pop detail page: The matching record is displayed.– Pop to Visualforce page: The Visualforce page that you select is displayed.

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

Important Pop-up windows can be triggered by this menu item and by My SoftPhone Settings in the users’ personal settings menu.

However, the user’s personal settings overrides this menu item. For example, if the personal settings is Never open the record automatically, but this menu item if one of the pop-up window options, no pop-up window is displayed automatically or when the user clicks the link to open the contact record. Instead, the user sees an error message in both cases.To avoid this issue, recommend to your users that they leave the default option in their personal settings menu: Always open the record automatically.

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

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

– Don't pop any screen: No search results are displayed.– Pop search page: A page with a list of search results is displayed.– Pop to Visualforce page: The Visualforce page that you select is displayed.

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

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

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

When you use an IVR script to obtain identifying information, such as and account or case number, the information is saved in a Five9 contact field with the same name as a Salesforce custom field. You can use the content of that field to query Salesforce objects. Salesforce finds the custom field that matches the information and displays the record to the agent in a pop-up window.

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

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

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

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• Single match: the record is opened in Salesforce.• Multiple matches: all contact records are listed as links.

To configure custom fields for searches, see these sections:• In Salesforce:

Enabling Custom Salesforce Search OptionsCreating Custom Fields in Salesforce

• In the Five9 VCC:Creating Custom Fields in the Five9 VCCCapturing a Custom Field Value in an IVR Script

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

1 Click the Five9 Settings tab.

2 Select the Screen Pop tab.

3 Select an ANI Search option.The default search uses the Salesforce phone fields that you added to your softphone layout in Salesforce Objects, such as contact or lead. Fields created with a formula are not searched.The ANI Search option applies to all calls regardless of their origin (dialed manually, by the dialer, or clicked to dial). This option enables you to add the caller’s number (ANI) to the default search if no results are found by using the default search fields:– Enabled: Search for the caller’s number. Five9 recommends this setting.

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

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

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

4 Select a Click-to-Dial Search option.A search is done regardless of the setting. In most cases, leave this option disabled.– Enabled: The clicked number is searched in Salesforce, and a list of results is

displayed. Select this option to ensure that agents see pop-up windows with the contact’s information.

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

5 Click Save.

Creating Custom Fields in SalesforceIf you plan to use standard Salesforce fields, skip this section. Proceed directly to Creating Custom Fields in the Five9 VCC.

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

1 In your Salesforce Setup menu, locate the object:– Standard objects: Appropriate object > Fields.– Custom task and event fields: Activities > Activity Custom Fields.– Custom objects: Objects > name of the custom object.– Custom settings: Custom Settings > name of the custom setting.

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

For a custom contact field example, see Assigning Campaigns Automatically to Calls.

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

To locate a record in Salesforce, the search uses all the Five9 contact database fields that have a Salesforce format, such as Account.AccountNumber. If theFive9 contact database contains a custom field named Account.AccountNumber, the searched object is Case. If more than one contact field is formatted as a Salesforce field, all those objects and fields are searched. If one match is found, the result is displayed. If several matches are found, a list of matches is displayed. Each list item is a link that the agent can click. For details about creating custom fields, see Adding Contact Fields in the Five9 Administrator’s Guide.

1 Log into your Five9 VCC Administrator’s application.

2 Stop all running campaigns.

3 In the navigation pane, open Contacts > Fields.

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

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

6 Click Save.

Elements Values

Name AccountNumber

Map the Field to Last AgentDisplay as Short

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Capturing a Custom Field Value in an IVR ScriptTo use a Five9 custom field to search an inbound or autodial campaign, use an IVR script. For example, you can prompt callers for an account number. The value of the account number is saved in the contact record for the call in a field that corresponds to a Salesforce standard or custom field. For detailed information about creating IVR scripts, see the Five9 IVR Administrator’s Guide.

1 Create a custom field, such as Account.AccountNumber.

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

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

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

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

5 Assign the IVR script to an inbound or manual call.

6 Run the campaign.

As an optional step, configure your IVR script to validate the caller’s input by searching in Salesforce before the transfer module. When a call is presented to an agent or an IVR script, the content of the Five9 custom field (Account.AccountNumber) is sent to Salesforce as a call variable. Salesforce displays the corresponding custom field. In addition to Salesforce fields, the search also looks for the ANI of the caller if this option is not disabled. The ANI is passed from Five9 to Salesforce.

Configuring Searches with Visualforce PagesThis section describes how to create a page that enables pop-up windows to display search results for CTI 2.0 or Higher Settings when call details match or do not match existing Salesforce records. For help with design and creation of custom Visualforce pages, contact Five9 Professional Services.

You can use Visualforce pages to receive from an IVR script call or contact variables, such as DNIS, ANI, or campaign name. These variables can be used in advanced routines to determine how to best handle pop-up window requests. Because DNIS and ANI are part

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of every call, no VCC configuration is required. To pass other fields, follow these steps in the VCC:

1 In the VCC, prepare your variables:a Create a call variable group named Salesforce.

Be sure that the spelling is as written above.b Create a call variable for the call that is recorded, such as campaign name:

Salesforce.Campaign.c In the Set Variable module of an IVR script, assign to variables of the

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

2 In Salesforce, create a Visualforce page:a Locate Setup > Develop > Pages > Visualforce Pages.b Click New.c Complete and save the page:

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You may copy and paste the text to test the example:<apex:page>

<!-- Begin default content - Remove this --><h1>Congratulations</h1>This is your new page.<!-- End default content - Remove this --><p>DNIS: {!$Currentpage.parameters.DNIS}</p><p>ANI: {!$Currentpage.parameters.ANI}</p><p>Campaign: {!$Currentpage.parameters.Campaign}</p>

</apex:page>

When an incoming call contains the call data in your Salesforce variables group, the call triggers a pop-up window. In this example, the pop-up window displays the DNIS, ANI, and campaign name if the data is present in the call. This figure below shows how the pop-up window for the above Visualforce page might appear.

For the Sales Cloud, the URL of the pop-up window contains the variables as parameters. In this example, the &003G000000yBRqxIAG=Contact parameter is the search result:https://<yourDomain.com>/apex/Test_page?DNIS=9255551212&ANI=6501234567&Campaign=Test+Campaign&003G000000yBRqxIAG=Contact

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

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Configuring the Salesforce Softphone and Search Options Configuring Custom Searches

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

• Five9DefaultSearch.txt

• CustomSearchForSalesforceID.txt

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

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

2 Select the Open CTI Search Class section.This page contains the default Apex class for the Five9 custom search and a custom option for your Apex class.

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

4 Click Save.

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

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Chapter8

Configuring List Synchronization

This chapter describes how to synchronize a Salesforce campaign with a dialing list in the Five9 VCC.

Synchronizing Dialing ListsAssigning Campaigns Automatically to CallsMapping Salesforce Fields to Five9 Fields

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

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

Salesforce Contact Salesforce Lead Five9

Contact.Phone Lead.Phone number1Contact.MobilePhone Lead.MobilePhone number2Contact.HomePhone – number3Contact.FirstName Lead.FirstName first_nameContact.LastName Lead.LastName last_nameContact.Department Lead.Company companyContact.MailingStreet Lead.Street streetContact.MailingCity Lead.City cityContact.MailingState Lead.State stateContact.MailingPostalCode Lead.PostalCode zip

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These sections describe how to synchronize your dialing lists:Adding the Salesforce ID to the Five9 Contact DatabaseEnabling Salesforce to Communicate with the VCCSetting User Permissions for the Five9list Custom FieldAdding the Five9list Field to the Campaign Page LayoutDefining the Five9 Web Services CredentialsAdding a Five9 List Name to a Salesforce CampaignLinking Salesforce Campaigns to Multiple VCC Domains

Adding the Salesforce ID to the Five9 Contact Database

To create a one-to-one mapping between entries in Salesforce and Five9 dialing lists, create in the Five9 contact database the salesforce_id custom field for the Salesforce object ID. This unique identifier synchronizes the lists between Five9 and Salesforce. When you add contacts or leads to a Five9 list, Salesforce sends this ID with each record.

1 Log into your Five9 VCC Administrator’s application.

2 In the navigation pane, open Contacts > Fields.

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

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

5 Click Apply and Save.

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

1 Locate Remote Site Settings.

Elements Values

Name salesforce_id

Map the Field to NoneDisplay as Do Not Display

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2 Click New Remote Site.

3 Enter at least the required information:

Elements Values

Remote Site Name Five9WebServicesRemote Site URL https://api.five9.com

Disable Protocol SecurityDescription Optional description of the URL or service.Active Checked by default.

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4 Click Save.

Setting User Permissions for the Five9list Custom Field

The Five9 managed package contains the custom Five9list campaign field. This field contains the name of the Five9 dialing list to synchronize with the Salesforce campaign. When Salesforce contacts or leads are added to a campaign, they are automatically added to the specified Five9 dialing list.

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

1 In Salesforce, locate Installed Packages.

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

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3 Click View Components.

4 Locate and click Five9list.

5 Click Set Field-Level Security.– Check Visible for the profiles to see the Five9list custom field.– Check Read-Only for the profiles to view the field but not update it.

d Click Save.

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Adding the Five9list Field to the Campaign Page Layout

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

1 Locate Campaigns > Page Layouts.

2 Next to your campaign layout, click Edit.

3 Click Fields.

4 Drag the Five9list field to your page layout.

5 Click Save.

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

1 Click the Five9 Settings tab.

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

3 Enter the credentials.

4 Click Save.

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

Element Value

URL URL of your Five9 Configuration Web services, for example: https://api.five9.com/wsadmin/<version>/AdminWebService. For a list of versions, see the Configuration Web Services API Reference Guide.

Username Five9 user name with administrator role. Five9 recommends that you create a user ID specifically for Web services because this user ID cannot log into the Five9 administrator desktop while processing API transactions.

Password Password for the Five9 user name.

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

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Configuring List Synchronization Synchronizing Dialing Lists

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

List items are always sent asynchronously from Salesforce to Five9. The first time that you enter the Five9 list name in the Five9list custom field, Salesforce sends all the list members of the campaign in batches of 2000 items until the list is exhausted. Subsequently, Salesforce sends additions, deletions, and changes in batches of 200 items.

1 Click the Salesforce Campaigns tab.

2 Click an existing campaign or create a new one.

3 Click Edit.

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4 Enter the name of the Five9 dialing list to be synchronized with the content of the Salesforce campaign, and click Save.

Linking Salesforce Campaigns to Multiple VCC Domains

You can link individual Salesforce campaigns to specific Five9 domains. As soon as a Salesforce campaign is linked to a Five9 domain, all content of the campaign is synchronized between Salesforce and Five9. Any change made to the Web Services login credentials and to the name of the list or its content, either in Five9 or in Salesforce, is automatically reflected in the other location for that campaign.

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

These steps summarize how to implement this option:1 Create or edit a campaign page layout that contains at least these fields: Five9

User, Five9 User Password, and Five9 WS Endpoint.Five9 Report Email is optional.

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

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Configuring List Synchronization Assigning Campaigns Automatically to Calls

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

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

Use either method:

Element Value

Five9list Name of the Five9 campaign list to link to multiple domains.

Five9 Report Email Optional email address that receives the success or failure notification of each Web services transaction. If the transaction failed, the email describes the failure. If you do not want to receive an email, leave the field blank.

Five9 User User name and password of the Five9 VCC Administrator. These credentials enable you to link a specific Five9list to the Five9 WS Endpoint domain.Five9 User Password

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

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

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

Method Advantages Disadvantages

VCC option Requires no change in Salesforce.

All agents are restricted to the same campaign.

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

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

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

3 Select Agents may manually select campaign, and optionally None.

4 Click Save and Exit.

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

You need to create a custom field for each Salesforce object. When workforce changes occur, you need to reassign objects.You overwrite other Salesforce and Five9 campaign assignments.

Method Advantages Disadvantages

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Configuring List Synchronization Assigning Campaigns Automatically to Calls

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

• Account object: the Support campaign is automatically associated with the call.• Contact object: the Marketing campaign is automatically associated with the call.• Lead object: the Sales campaign is automatically associated with the call.

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

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

However, the custom field overwrites campaigns as follows:• If you assign a campaign in Salesforce with the Five9C2CCampaignName field,

this assignment overwrites any other Salesforce campaign assignment settings.• If you configure the Five9 campaign assignment for certain contacts and leads,

the VCC campaign assignment settings are used for the rest of your objects.

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

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

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

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

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

1 In your Salesforce Setup menu, locate Contacts > Fields.

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

3 Select the field type, such as Picklist.The steps that follow depend on the data type that you select, for example:– To map the new custom field to another Salesforce field, select Formula.– To assign a specific campaign to all calls, select Text.For information about your data type, see the Salesforce documentation.

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4 Click Next.

5 In the form, enter at least this information:

All other fields are optional.

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

Element Value

Field Label Five9C2CCampaignName

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

Field Name Five9C2CCampaignName

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6 Click Next.

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

8 Click Next.

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

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

Mapping Salesforce Fields to Five9 FieldsYou can map Salesforce fields to Five9 fields so that when a person account or lead is added to a campaign in Salesforce, the data in the mapped fields is synchronized with the Five9 contact database. Synchronization is possible because of the salesforce_id field.

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Configuring List Synchronization Mapping Salesforce Fields to Five9 Fields

When you add contacts or leads to a Five9 list, Salesforce sends this ID with each record. For more information about the salesforce_id field, see Adding the Salesforce ID to the Five9 Contact Database.

1 Click the Five9 Settings tab.

2 Select the Five9 List Management Mapping section.This page contains two sections: person accounts and lead field mappings.

3 Add, modify, or delete mappings:– To modify a mapping, select a Salesforce field from the menu in the first

column, and enter the corresponding Five9 field in the second column. For example, you might map the default phone number as follows:- Home phone: number1- Business phone: number3

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

– To delete existing mapping options, check the boxes on the right and click Delete selected mappings.

4 When done, click Save.

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

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

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Chapter9

Integrating Five9 Channel Readiness with Salesforce Omni-Channel

Salesforce Omni-Channel

This chapter describes how to integrate Five9 channel readiness with Salesforce Omni-Channel. Five9 does not provide recommendations for managing capacity and routing in this document. For assistance, contact your Five9 account manager.

If you want to integrate Five9 Channel Readiness with Salesforce Omni-Channel for Lightning, contact your Five9 account manager. This chapter describes setting up the integration with Salesforce Omni-Channel using the Service Console.

In addition to using the voice and voicemail states selected by agents in the Five9 adapter, you can configure Salesforce to synchronize Five9 states and Salesforce Omni-Channel presences for chat (Salesforce Live Agent) and email (Salesforce Email-to-Case) interactions by using Omni-Channel. This feature is available only in the Service Cloud console view by users enabled for Omni-Channel.

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

In Five9, agents select at the beginning of a session at least one channel. For example, an agent selects Ready for Voice. If you configure Five9 to be synchronized with Salesforce Omni-Channel, the setting Ready for Voice means that the Salesforce Omni-Channel presence is set for voice but not for chat or email. During a session, Five9 and Salesforce Omni-Channel update the agents’ state and presence in both directions as needed, for example:

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

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

Agents may log in and change their state in either the Five9 adapter or in the Omni-Channel menu. However, To ensure that Five9 and Omni-Channel presence can be synchronized, instruct your agents to first sign into the Omni-Channel when starting a session with Omni-Channel.

Before implementing this feature, you must meet these requirements:• Be enabled for Salesforce Omni-Channel.

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

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

• Configure the Salesforce Live Agent and Email-to-Case features.• Install at least version 2.23 of the managed package available in the Salesforce

AppExchange.

Enabling Salesforce Omni-ChannelCreating Service ChannelsCreate Presence ConfigurationsEnabling Agents for Access to Presence StatusesAdding Omni-Channel to the ConsoleImplementing Five9 Connect

Enabling Salesforce Omni-ChannelStart by enabling Omni-Channel.

1 Locate Omni-Channel > Settings.

2 Check Enable Omni-Channel and click Save.

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

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

1 In the same page, click create Service Channels.

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

2 Click New.

3 Create a channel for each type of interaction.

Field Description

Service Channel Name Create a channel with each of these values. Be sure to use this format: F9_Custom_<channelName>, for example:• F9_Custom_CALL: phone interactions• F9_Custom_Case: Email-to-Case interactions• F9_Custom_Chat: Live Agent interactions• F9_Custom_VOICE_MAIL: voicemail interactions

API Name Field usually populated with the same values as above. Five9 does not use the content of this field.

Salesforce Object Object associated with the service channel. This field applies only to Salesforce objects.• F9_Custom_Case: case• F9_Custom_Chat: Live Chat TranscriptFor calls and voicemail, select any default or custom object other than the two that you have already selected. You may choose each object only once.

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

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

Create Presence ConfigurationsPresence configurations determine the presence settings that are assigned to agents. Your organization can have multiple configurations for different groups of agents who support different channels.

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

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

Custom Console Footer Component

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

Field Description

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

1 In Setup, locate Presence Statuses.

2 Click New.

3 Create a presence for each combination of interaction.

4 In the Service Channels section, move to the Selected Channels column the available channels that correspond to presence status.The label in the Status name column will appear in the Omni-Channel menu that agents will use. You may use different labels. However, you must use the API names listed in the second column.

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

Status Names API Names Selected Channels

All f9_call_vm_chat_email Voice, voicemail, chat, and email

Call f9_call Voice

CallChat f9_call_chat Voice and chat

CallChatEmail f9_call_chat_email Voice, chat, and email

CallEmail f9_call_email Voice and email

CallVM f9_call_vm Voice and voicemail

CallVmChat f9_call_vm_chat Voice, voicemail, and chat

CallVmEmail f9_call_vm_email Voice, voicemail, and email

Case f9_email Case

Chat f9_chat Chat

ChatEmail f9_chat_email Chat and email

VM f9_vm Voicemail

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

This figure shows the presence status for agents in ready state for all channels: All | f9_call_vm_chat_email | All channels selected.

5 Click Save.

VmChat f9_vm_chat Voicemail and chat

VmChatEmail f9_vm_chat_email Voicemail, chat, and email

VmEmail f9_vm_email Voicemail and email

NotReady NotReady Not ready

Status Names API Names Selected Channels

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

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

Enabling Agents for Access to Presence StatusesYou can enable agents in the profiles or in permission sets. This section describes the procedure with profiles. For information about using permission sets, see the Salesforce documentation.

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

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

1 In Setup, locate Profiles.

2 Click the name of a profile.

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

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

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

5 Click Save.

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

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

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

1 In Setup, locate Create > Apps.

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

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

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

4 Click Save.

5 In the App Menu in the top right corner, select your console.The Omni-Channel menu appears to the left of the phone menu. You cannot open the softphone and Omni-Channel menus at the same time as shown in the figure below. In this example, all channels are enabled in the Five9 adapter and in Salesforce Omni-Channel.

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

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

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

Implementing Five9 ConnectIf your Five9 domain is licensed to use Five9 Connect, you can use the Natural Language Processing (NLP) with multichannel interactions to filter and categorize interactions, eliminate spam, and determine the customer’s sentiment. For example, this figure displays a column in which the customer’s sentiment is displayed.

Obtaining the PackageInstalling the Five9 Connect Managed PackageCustomizing the User InterfaceTraining the NLP Engine

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

Obtaining the PackageProvide information about your Salesforce domain to your Five9 representative for each domain that you want to enable:

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

• Salesforce Organization ID: The ID of your production environment is different from that of your sandbox. Your Salesforce.com Organization ID field starts with 00Dxxx.

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

Installing the Five9 Connect Managed PackageYour Five9 representative provided a URL for the package and an activation key.

Install the managed package as described in Installing the Five9 Managed Package. When the activation key page is displayed, enter your key and click Save The Activation Key.

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

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

Adding Fields to the Case List ViewAdd fields to the Case Detail view. Edit an existing case view or add a new view.

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

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

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

Adding Fields to Case Detail LayoutTo add fields to the Case Layout:

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

1 Create or edit a layout.

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

3 Drag these fields to the layout.You may add any field that you need, for example:– Sentiment Icon– Sentiment– Spam Status– Spam Icon– Category

4 Click Save.

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Adding CategoriesThe Categories tab is available with NLP.

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

1 Click the Plus sign and activate the Categories tab.

2 In the Categories tab, click New.

3 Name and save the category.

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

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

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

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

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Chapter10

Enabling Optional Features in the VCC

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

Using Dialing Lists in the E.164 FormatEnhancing the Click-to-Dial Call LogDisplaying Call Variables to AgentsEnabling a Default Call QueueEnabling ConnectorsEnabling Agents Permissions

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

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

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

Phone number format How the number is processed

International format 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

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

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

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

Enhancing the Click-to-Dial Call LogThis feature enables you to select how Salesforce objects are added to the Name and Related To fields of the softphone. The call log functions in one of two ways:

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

• Enhanced functionality:– Outbound calls are associated by default with the first record, which is the

record that was clicked for the call. The objects from the additional records that are opened during the call are added to the Name and/or Related To menus.

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

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

1 Select Actions > Configure > Other.

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

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.

Phone number format How the number is processed

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

When you do so, a verification message appears:

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

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

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Enabling Optional Features in the VCC Displaying Call Variables to Agents

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

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

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.

d Click Add.

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Enabling Optional Features in the VCC Displaying Call Variables to Agents

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.

- 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.

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

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Enabling Optional Features in the VCC Displaying Call Variables to Agents

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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Enabling Optional Features in the VCC Displaying Call Variables to Agents

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Enabling Optional Features in the VCC Enabling a Default Call Queue

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

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

Unassigned queue in the softphone

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Enabling Optional Features in the VCC Enabling Connectors

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

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

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

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.

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Enabling Optional Features in the VCC Enabling Agents Permissions

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

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

• Bottom of the window: User Cannot Manually Install Softphone.– Enabled: Agents cannot download the softphone when logging in for the first

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

time.

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Chapter11

Configuring Salesforce Reports to Include Five9 Statistics

To obtain detailed information about the performance of your contact center, you can import Five9 statistics into your Salesforce organization by using the Salesforce Email Services and generate reports that contain data from Salesforce and Five9.

Configuring Salesforce Email ServicesUploading Batches of Five9 Logs

Salesforce Limits

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

• Multiple email addresses: allocate the addresses to users.• Single email address: write a managed class that is executed by the user

accessing the email service. For example, after identifying an email address, the class creates records for the user.

Five9 can support up to 100 queries. Therefore, ensure that the CSV file that you send to Salesforce contains no more than 100 records. For information about limits in Salesforce, refer to the Apex Developer Guide and How to be Successful with Salesforce User’s Guide.

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

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Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services

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

1 In your Salesforce Setup menu, locate Email Services.2 Click New Email Service.

3 Configure as follows:

Element Value

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

Apex Class Class that processes report email messages. To find a class, click the magnifier to the right of the field, and select Five9ReportEmailService.

Accept Attachments Select All.

Advanced Email Security Settings

Leave the box unchecked.

Accept Email From Enter five9.com.

Convert Text Attachments to Binary Attachments

Check the box.

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Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services

4 Click Save and New Email Address.All the fields are populated but can be modified:– The name in the Email Address field is part of the generated email address.– The Context User field contains the Salesforce administrator’s name or that

of a user with administrative rights.– The Accept Email From field contains the email address of the administrator

who created the email service address. Change the entry to five9.com.

Active To activate the service, check this box.

Enable Error Routing Check the box.

Route Error Emails to This Email Address

Enter the email address of the recipient of service errors.

Element Value

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Configuring Salesforce Reports to Include Five9 Statistics Configuring Salesforce Email Services

5 To generate the address, click Save.A summary page appears with the email address at the bottom.

6 To edit the email address, click Edit.

7 Ensure that the required fields contain the information that you need.For example, you may change the name of the context user to a role, such as administrator.

email address of the email service

8 Save the email address.You will be pasting the email address when you create your Five9 reports.

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

Uploading Batches of Five9 LogsYou can export batches of reports from Five9 to Salesforce with the Salesforce Email Services. These reports contain calls made by the Five9 dialer:

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

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

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

Creating Activity Fields for ReportsMapping Salesforce Task Fields to Five9 FieldsCustomizing Five9 Reports

Creating Activity Fields for ReportsIf you have not done so already, create in Salesforce the Five9_Call_Time field. You will need this field when you customize the Salesforce log mapping to send Five9 logs to Salesforce with the Salesforce email services. You may create other fields as needed.

Mapping Salesforce Task Fields to Five9 FieldsYou need to map at least the custom date and time fields. To associate the call log with Salesforce tasks, you can also map the salesforce_id Five9 contact field, which synchronizes data between Five9 and Salesforce. If a Five9 field does not exist or the data type, such as time, date, or text, does not match, the field is not added to the report.

1 Click the Five9 Settings tab.

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

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

2 Click Five9 Log Mapping.

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

3 To add a field, click Add new mapping.A new pair of fields appears at the bottom of the list.

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

Salesforce Task Field Five9 Report Field

Created Date DATE Required

Five9_Call_Time TIME Required

Contact/Lead ID Optional

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

5 Click Save.

Customizing Five9 ReportsThe maximum report size is 5 MB. If you have larger reports, Five9 recommends that you modify your criteria to create smaller reports. You can view your Five9 reports as Tasks in Salesforce. For detailed information about creating and scheduling Five9 reports, see the Dashboard and Reporting User’s Guide.

1 Click Create New Custom Report.

2 Select a type of report and a report format.

3 Configure a report that contains the fields specified in the Salesforce mapping for your email service.To add more fields to your report, see Viewing Standard Salesforce Task Fields, and add the fields in Mapping Salesforce Task Fields to Five9 Fields.

4 Add these fields:

Five9 Report Field

DATE Required Date of creation.

TIME Required Time of creation.

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

Five9 reports

5 In the Schedule step at the end, configure these elements:a Paste the email address created by the Salesforce email service in the E-mails

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

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

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

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

Five9 Report Field

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Chapter12

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.

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Collecting Logs Browser Logs

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

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 agent’s computer for four days before being deleted. Log files are located in these folders:

• Windows: %appdata%\Five9\Logs\websoftphone • MAC: ~/Library/Application\Support/Five9/Logs/websoftphone

Application 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 agent’s current session because logs are not saved when the agent closes the browser.

The log window gathers all available information. The process takes 30–60 seconds. During that time, if you click Stop Logging or close the window, the content that has been logged so far is not saved, but the rest of the session information is retained unless the session has timed out. The log is complete when no more information is added.

These logs are located in the softphone.

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

For more information about logs, see Reporting Problems in the Plus Adapter for Salesforce Agent’s Guide.

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Chapter13

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 AdapterInstalling the Extension

Installing the AdapterIf you currently use a previous Five9 adapter for Salesforce, CTI Toolkit API versions 3.x, 4.x, or Open CTI, you may install the new Five9 Plus Adapter for Salesforce without first removing the existing adapter.Install the softphone with the system space installer. Even if your agents use more than one browser and if you use more than one Five9 product, you need to install the softphone only once because the installers are identical:

• Windows: The file name is Five9Softphone.msi.• Mac: The file name is Five9Softphone.dmg.

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

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Managing the Software for Your Agents Installing the Adapter

Firefox 49Mac OS 10 with Safari 10

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.

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Managing the Software for Your Agents Configuring the Browser

Configuring the BrowserChromeFirefoxInternet ExplorerSafari

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

Adding ExceptionsInstalling the Extension

Adding ExceptionsAdd exceptions for Five9 and Salesforce 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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Managing the Software for Your Agents Configuring the Browser

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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Managing the Software for Your Agents Configuring the Browser

8 Click Manage exceptions.

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

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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Managing the Software for Your Agents Configuring the Browser

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.

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Managing the Software for Your Agents Configuring the Browser

Chrome Extension File. To distribute the extension to your agents’ workstations, save the CRX file. For instructions about distributing the extension, see Extensions: Other Deployment Options in the Chrome Developer Center. This option does not appear in the agent’s guide.

Troubleshooting the 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-In

Adding Exceptions

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

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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Managing the Software for Your Agents Configuring the Browser

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.

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.eu[*.]salesforce.com

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Managing the Software for Your Agents Configuring the Browser

5 Click Save Changes.

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.

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Managing the Software for Your Agents Configuring the Browser

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

Internet Explorer

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

Enabling Pop-Up WindowsConfiguring Optional Browser Features

Enabling Pop-Up Windows

You must add exceptions for Five9 and Salesforce 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.

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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Managing the Software for Your Agents Configuring the Browser

4 Add these exceptions:*.five9.com or *.five9.eu*.salesforce.com

5 Click Close, and OK.

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.

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Managing the Software for Your Agents Configuring the Browser

4 Click Sites.

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.

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

Customizing Intranet Sites in Internet Explorer 11Disabling Protected Mode

Customizing Intranet Sites in Internet Explorer 11. If Salesforce search results do not appear, verify that the Salesforce domain is not part of your intranet. Do not use this procedure with other versions of Internet Explorer.

1 Select Tools > Internet Options.

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Managing the Software for Your Agents Configuring the Browser

2 Select the Security tab.

3 Select Local Intranet, and click Sites.

4 Click Advanced.

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

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Managing the Software for Your Agents Configuring the Browser

6 Click Close, OK, and OK.

7 Select Tools > Compatibility View Settings.

8 Disable Display intranet sites in Compatibility View.

9 Click Close.

Disabling Protected Mode. By default, Protected Mode is enabled for the Internet, Local Intranet, and Restricted Sites zones. If it is enabled for the Web site opened in the current tab, an error message states that the Five9 adapter cannot run. To disable Protected Mode, follow these steps.

1 Select Tools > Internet Options.

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Managing the Software for Your Agents Configuring the Browser

2 Select the Security tab.

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

4 Click Sites.

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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Managing the Software for Your Agents Configuring the Browser

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 Extension

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

1 Click Security.

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Managing the Software for Your Agents Configuring the Browser

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.

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

1 Click Privacy.

2 In Cookies and website data, click Always allow.

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Managing the Software for Your Agents Removing the Integration

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.

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.

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

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Managing the Software for Your Agents Removing the Integration

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:

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.

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Managing the Software for Your Agents Removing the Integration

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.

5 Click Clear browsing data.

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Managing the Software for Your Agents Removing the Integration

6 Close the Settings tab.

Firefox1 Click Tools > Options > Advanced > Network.

2 Click Clear Now twice.

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.

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Managing the Software for Your Agents Removing the Integration

2 Check the appropriate boxes, and click Delete.

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AppendixA

Components of the Apex Package

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

All custom objects and resources are for internal use only.

CodeAll other Apex classes are for internal use only.

Tabs

CodeTabs

Custom FieldsPages

Component Description

Five9ReportEmailService Apex class required to configure Salesforce Email Services for Five9 Log Mapping. See Configuring Salesforce Reports to Include Five9 Statistics.

Component Description

five9admin Do not use.

Five9AdminWS Do not use.

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Components of the Apex Package Custom Fields

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

Five9 Settings Tab that contains optional features:• Default screen pop search: Enabling Custom

Salesforce Search Options• Open CTI search class: Configuring Custom

Searches• Five9 configuration Web Services API: Defining

the Five9 Web Services Credentials

• Five9 log mapping to Salesforce fields: Mapping Salesforce Task Fields to Five9 Fields

• List Management Mapping: Mapping Salesforce Fields to Five9 Fields

Component Description

Five9 After Call Work Time Configuring Five9 Custom Fields in Salesforce

Five9 Agent Configuring Five9 Custom Fields in Salesforce

Five9 Agent Extension Configuring Five9 Custom Fields in Salesforce

Five9 Agent Name Configuring Five9 Custom Fields in Salesforce

Five9 ANI Configuring Five9 Custom Fields in Salesforce

Five9 Call Now Synchronizing Dialing Lists: Optional campaign field that indicates whether new records are dialed immediately after they are created. Possible values: yes or no.

Five9 Call Type Configuring Five9 Custom Fields in Salesforce

Five9 Campaign Configuring Five9 Custom Fields in Salesforce

Five9 DNIS Configuring Five9 Custom Fields in Salesforce

Five9 Handle Time Configuring Five9 Custom Fields in Salesforce

Five9 Report Email Linking Salesforce Campaigns to Multiple VCC Domains

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Components of the Apex Package Pages

Pages

Five9 Session Id Configuring Five9 Custom Fields in Salesforce

Five9 User Linking Salesforce Campaigns to Multiple VCC Domains

Five9 User Password Linking Salesforce Campaigns to Multiple VCC Domains

Five9 WS Endpoint Linking Salesforce Campaigns to Multiple VCC Domains

Five9list Synchronizing Dialing Lists: Campaign field that contains the name of the Five9 dialing list.

Component Description

Component Description

Five9 Home Softphone Layout Home Page layout

Five9Config Visualforce page

Five9LogMappingConfigComponent Visualforce component

List Management Field Mapping Visualforce component

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