Five9 Sales Agent Call Pop

Owned by Packy Fahey (Unlicensed)
Nov 25, 2019
2 min read

Create a new connector and name it Konnektive CRM

Enter the specified fields:

- Description: CRM

- URL: https://crm.konnektive.com/customer/sales

- Method: POST

- Text on Starting Page: Connecting to Konnektive CRM

- Execute In Browser: Checked

- Agent Application: Use External Application

- CTI Web Services: New Browser Window

Click the "Add Fields" button and select all fields

On the Trigger tab, select "On Call Accepted"

Open the Campaign edit screen and Add the "Konnektive CRM" Connector to the campaign with the Connections tab.

Five9 Plugin Configuration in CRM

1.Go to Admin > Plugins > Phone Switch, Choose the Five9 plugin under the “Available Plugins”

2.Enter your Five9 account username and password

3.Click “Create”.

Skill Configuration

Skills are mandatory in CRM for both inbound and outbound calls.

Five9 agents should be assigned with the skills. There are two types of Sales Skill Ids.

1.Sales

2.Customer Service

In Five9 Plugin:

1.Login with Five9 admin installer.

2.Go to Skills, Right click on “Skills” and “Add Skill”.

Note: Skills will be categorized as Sales or Customer Service in CRM not in Five9 panel.

In CRM Plugin:

1.Go to Plugins Phone Switch, and click on the Edit button for Five9.

2.Add Skills created in the Five9 admin panel to respective plugin categories.

Campaign Configuration:

Campaign configuration is mandatory in both the CRM and in Five9.

Note: campaign name should be an integer value in Five9 panel

In Five9 Plugin: 1.Login with Five9 admin installer.

2.Go to Campaigns, Right click on “Campaigns” and “Add Campaign”.

  1. Enter the Campaign name and choose “Inbound” or “Outbound”.

  1. Once the Campaign created, You'll need to configure its properties.

  2. Choose “Connectors” tab and choose the “KonneKtive CRM” and click the “Add” button.

6.Choose Skills for a campaign under the “Skills” tab by clicking the “Add” button on the tab.

7.Click “Save”.

Note: For Inbound, you will follow the same steps but will also need to add the DNIS.

In CRM Plugin:

1.Go to Plugins Phone Switch, Edit Five9 plugin.

2.Click “+” sign in the “Campaign Routing”.

3.Campaigns created in Five9 plugin will be displayed in the “Five9 Campaign”

4.Link CRM & Five9 campaign with respective Type. Note: Type should be matched with Five9 campaign.

User Configuration:

In Five9 Plugin:

1.Login with Five9 admin installer.

2.Go to Users, Right click on “Users” and “Add User”.

3.Setup user details in “General”, user roles in “Roles” and user skills in “Skills” tab respectively.

Note: “Email” will be set as user name for Five9 app.

4.After you've added a user, the user should set their security question using the below URL. Otherwise that user will be unable login to the Five9 apps. https://login.five9.com/

Note: You can obtain the station details from Five9 or within your Supervisor account.

In CRM Plugin:

1.Go to Plugins Phone Switch, Edit Five9 plugin.

2.Click “+” sign in the “User Routing”.

3.Users created in Five9 plugin will be displayed in the “Five9 User”

4.Link CRM & Five9 User .

Call Center Configuration:

1.Go to CRM > Call Centers then click the “+” sign under the “Call Centers” section.

2.Add Campaigns for the respective call center using the “+” sign in the “Campaign” section.

3.For inbound calls, please configures the “Media Source”. Note: DINS is mandatory.

Configure Five9 CTI Web-Service

CTI web-service used to connect calls from CRM to Five9 plugin and Five9 calls to CRM.

1.Go to https://login.five9.com/

2.Login with your credentials

3.Go to Home > CRM Integrations

4.Click “Five9 Adapters for Agent Desktop Toolkit”

5.Choose “Adapter for Agent Desktop Toolkit” under “Stateless Adapter” and install that file.

Note: Java Runtime Environment should be installed on your machine before attempting to download this. http://webapps.five9.com/assets/files/for_customers/documentation/integrations/agent-desktop-toolkit/agent-desktop-toolkit-guide.pdf  

6.The Five9 icon will then be displayed in the system tray as below

Start Five9 Call:

Once the configuration is done, the “Start Five9 Call” button will be enabled in the customer details page.

When you click the “Start Five9 Call”, the below pop-up will be triggered.

Choose the respective campaign and phone number. Note: DNIS is not mandatory for the outbound calls.