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 of your Five9 ARU ACD.
Five9 ARU Configuration
Five9 ARU Username The login name of your Five9 ARU user.
Five9 ARU Password The login password of your Five9 ARU user.
Domain

The domain of your Five9 instance.

EXAMPLE   app-custom.five9.com
Where [app-custom] is the unique domain name of your organization's Five9 instance.

Five9 ARU S3 Bucket
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.

S3 Security Role

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

Region

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 The Calabrio ONE service account password.
Enable RTE Messaging for Screen Recording

Enable RTE Messaging for Screen Recording

(Optional) Allows you to record the screens of Five9 ARU 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 to function.