Connection settings for Five9 ARU (for QM and Analytics)

The Five9 ARU ACD Configuration page allows a tenant administrator to create, edit, or delete a Five9 ARU ACD. Configuring Five9 ARU as an ACD in Calabrio ONE connects the two systems on the backend, thus allowing data to flow from Five9 ARU to Calabrio ONE. The following fields appear if you select Five9 ARU as your ACD.

Field Description

ACD Name

ACD Name The name you designate for your organization's Five9 VCC ACD.
Five9 Configuration Web Services API
Five9 Admin Username The login name of your Five9 VCC user.
Five9 Admin Password

The login password of your Five9 VCC user.

IMPORTANT   If your Five9 VCC password expires, you have to enter your new password in this field.

Five9 Web Service URL

The API endpoint used to sync data to Calabrio ONE. Use the data center that applies to your region. Options include the following.


NOTE   Calabrio recommends you use the latest version, but previous versions are also supported. The latest version as of March 23, 2023 is version 12.<Five9username>

Collect VCC Call recording reports

Enables Calabrio ONE to collect Five9 VCC call recording data. Clicking this checkbox reveals the Five9 VCC S3 Bucket fields.

Enable Team Sync

Enable Team Sync

IMPORTANT   Question - What is this checkbox enabling? Even if everything else is configured correctly, if this checkbox isn't marked, then what exactly happens?

Five9 VCC S3 Bucket
S3 Bucket

The name of the S3 bucket that your Five9 VCC instance uses for data streaming (CTRs) and data storage for exported reports and call recordings.

S3 Security Role

The Amazon Resource Name (Role ARN) for the role that grants Calabrio ONE access to your S3 bucket.


The region where your tenant resides.

EXAMPLE   us-north-1

Calabrio Configuration
Calabrio API Username The Calabrio ONE service account username. This is required for uploading data to the correct tenant. This user needs to be created in the tenant and given the correct permissions to upload data.
Calabrio API User Password (Optional) The Calabrio ONE service account password.

Metadata Mapping

Metadata Mapping

IMPORTANT   This feature is only available for Five9 ARU customers. It is not currently available for Five9 VCC with VoiceStream beta customers.

Enable RTE Messaging for Screen Recording

Enable RTE Messaging for Screen Recording

(Optional) Allows you to record the screens of Five9 VCC users who are configured for screen recording in Calabrio ONE. See Screen Recording for more information.

NOTE   Enabling this check box is required for pause and resume functionality.