Connection settings for Five9 ARU (for QM and Analytics)

ACD Name

The login password of your Five9 VCC admin user.

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

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

• https://api.five9.com/wsadmin/v12/AdminWebService/
• https://api.five9.eu/wsadmin/v12/AdminWebService/
• https://api.five9.ca/wsadmin/v12/AdminWebService/

Enables Calabrio ONE to collect Five9 ARU call recording data. If you click this check box, then the Five9ARU S3 Bucket fields appear.

NOTE   Only applicable to Five9 ARU. If you have Five9 VCC with VoiceStream, then you do not need to enable this feature.

Enable Team Sync

Allows agent groups from Five9 VCC with VoiceStream to automatically sync to Calabrio ONE every thirty minutes. You can view your synced agent groups on the Teams page in Application Management.

All Five9 VCC with VoiceStream users are automatically synced to Calabrio ONE. Calabrio ONE only records users that match the filter you create during the "Configure a Five9 VoiceStream recording filter for Calabrio ONE" procedure.

Five9 ARU S3 Bucket

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

Only applicable to Five9 ARU. If you have Five9 VCC with VoiceStream, do not use this field.

The Amazon Resource Name (Role ARN) for the role that grants Calabrio ONE access to your S3 bucket for Five9 ARU.

Only applicable to Five9 ARU. If you have Five9 VCC with VoiceStream, do not use this field.

The region where your tenant resides if you have Five9 ARU.

EXAMPLE   us-north-1

Only applicable to Five9 ARU. If you have Five9 VCC with VoiceStream, do not use this field.

Your Calabrio ONE service account username. This service account is also referred to as your tenant administrator account or API user account. This is required for uploading data to the correct tenant. This account needs to be created by a system administrator and the account resides in your tenant system. This tenant administrator account also needs to be given the correct permissions to upload data.

Contact Calabrio Support for assistance with creating this tenant administrator account.

See Create an API user and Manage roles and permissions for more information.

(Optional) Your Calabrio ONE service account password.

Metadata Mapping

(Optional) Allows you to map call variable keys to custom metadata labels in Calabrio ONE. See Sync metadata to Calabrio ONE for more on custom metadata.

After successfully mapped, you can use metadata to add a variety of trackable information to a contact in Calabrio ONE. Metadata fields can be found in the Contact Information tab on the Media Player page (Interactions tab > select a contact). You can view, edit, or delete a metadata field from your system.