Note for accounts using Sales Records: The Five9 integration supports Individual Records only. Lookup and screen pop do not support Sales Records, and the integration cannot create or update Sales Records or create Activities for them. To check if your account is on Enhanced Records, visit the Subscription page.
This article explains how to set up the Five9 integration with AMS+, including screen pop, Individual lookup, and posting Individuals and Activities from Five9 into AMS+.
Five9 is a provider of cloud contact center software. To learn more, visit Five9's site. The integration helps you manage clients by reducing data entry and saving time in locating client information.
Requirements
For AMS+
POST URL
- To post Individuals and Activities from Five9, you need an AMS+ Five9 POST URL. See Setting up an integration.
For Five9
Account
- You must be a client of Five9.
In this article
- Data flow
- Limitations
- Integration options
- Setting up an integration
- Individual lookup and screen pop
- Individual and Activity posting
- Troubleshooting
Data flow
Data moves from Five9 into AMS+ in two ways, and both start in Five9.
- Posting: When certain events (dispositions) occur in Five9, Five9 posts data to AMS+ to create or update an Individual Record and, optionally, create an Activity on it. See Individual and Activity posting.
- Screen pop and Individual lookup: Five9 opens AMS+ in your browser. A screen pop searches AMS+ for an Individual by the caller's phone number, and Individual lookup opens an Individual Record by its Individual ID. See Individual lookup and screen pop.
Limitations
- The integration works with Individual Records only. This includes screen pop, Individual lookup, and posting.
- The integration does not support Sales Records. Lookup and screen pop do not support Sales Records, and the integration cannot create or update Sales Records or create Activities for them.
- The integration does not support placing calls from AMS+.
Integration options
You can select from a few options when setting up an integration with Five9. Each integration is tailored to match the needs of your agency, so configure it to match your processes. You can create connectors in Five9 for the following options:
- Screen Pop: search AMS+ for an Individual based on a caller's phone number.
- Individual Lookup: open an Individual Record in AMS+ using the unique Individual ID.
- Individual & Activity Posting: create or update Individuals in AMS+. Optionally, you can include data to create Activities for those Individuals.
Setting up an integration
To set up an integration:
- Determine which integration options you need.
Choose from the options listed above.
- If posting Individuals and Activities, request an AMS+ Five9 POST URL.
If you don't already have one, contact the Support Team by calling or emailing help@agencybloc.com.
The POST URL is the address Five9 sends data to. It is not a link you open in a browser.
- Contact Five9 for assistance to help set up an integration.
- You're all set!
Individual lookup and screen pop
Individual lookup
You can set up an integration to open an Individual Record in AMS+ using a specific Individual ID. To do this, set up a connector in Five9 using the following URL:
https://app.agencybloc.com/individuals/[IndividualID]/detail
Screen pop
You can create a screen pop to search for an Individual by phone number. Set up the screen pop by creating a connector in Five9. For additional details, see setting up a screen pop.
Note: When setting up the connector options, rename the parameter name of the actual customer's number variable "q" rather than trying to make "q=" or "q" a constant value.
Individual and Activity posting
You can post the following from Five9 to AMS+. Field names are listed below for AMS+ and Five9. When they are different, you'll see both field names listed.
Individuals
AMS+ looks up Individual Records by the AMS+ Individual ID first. If the post does not include an Individual ID, AMS+ searches for an Individual with a matching Five9 ID instead. If AMS+ finds an Individual, it updates it first and then adds an Activity. If not, AMS+ creates a new Individual and then an Activity can be added.
Only the fields you include in a post are updated. To create a new Individual, the post must include a first name and last name.
Individuals can be created or updated with the following fields:
| AMS+ Post Field | AMS+ Field | Five9 Field |
|---|---|---|
| individualID | Individual ID | Lead ID |
| custom_Five9ID | Five9ID (Custom Field) | Five9 Contact ID |
| firstName | First Name | (same) |
| middleName | Middle Name | (same) |
| lastName | Last Name | (same) |
| nickname | Nickname | (same) |
| type | Type | Lead Type |
| status | Status | (same) |
| cellPhone | Cell Phone | Number1 |
| businessPhone | Business Phone | Number2 |
| homePhone | Home Phone | Number3 |
| fax | Fax Number | (same) |
| title | Title | -- |
| street1 | Street | (same) |
| city | City | (same) |
| county | Primary County | (same) |
| stateAbbrev | State | (same) |
| zip | Zip Code | (same) |
| Email Address | ||
| medPartADate | Medicare Effective Date (Part A) | Part A Eff Date |
| medPartBDate | Medicare Effective Date (Part B) | Part B Eff Date |
| birthDate | DOB | Date of Birth |
| deceasedDate | Deceased Date | (same) |
| gender | Gender | (same) |
| dlNumber | Driver's License Number | (same) |
| leadDate | Lead Date | (same) |
| leadSource | Lead Source | (same) |
| leadSourceOther |
Lead Source Other *Free text |
-- |
| projectCode | Project Code | -- |
| servicingAgentName |
Servicing Agent *The servicing agent name must follow this format: [First Name][SPACE][Last Name] (e.g., John Doe) |
Agent |
Note: AMS+ matches Type, Status, Project Code, and Lead Source by name. If a value does not match an existing one in AMS+, AMS+ creates a new one.
Note: To save an address, the post must include the street, city, and state. AMS+ uses the county only when the post also includes a zip code and the county matches that zip code.
Activities
AMS+ creates an Activity only when the post includes an Activity Subject. Activities can be created for Individual Records with the following fields:
| AMS+ Post Field | AMS+ Field | Five9 Field |
|---|---|---|
| activitySubject | Activity Subject | Five9 Disposition Name |
| activityNotes | Activity Notes | Session ID (comments in Five9) |
| activityStatus | Activity Status | -- |
| activityType | Activity Type | -- |
| activityMethod | Activity Method | -- |
| activityPriority | Activity Priority | -- |
| activityDueInDays | Activity Due Days (from current day) | -- |
| activityFollowUpTeam |
Activity Follow-up Team *The team's name must be a text/string value (e.g. Amazing Team 1). |
-- |
| activityFollowUpUser |
Activity Follow-up User *The user's name must follow this format: [last name], [first name] (e.g., Doe, Jane) |
-- |
Note: If the post does not include an Activity Status, AMS+ uses Complete. If it does not include an Activity Priority, AMS+ uses Medium. AMS+ matches Activity Status, Type, and Method by name, and creates a new one if a value does not match an existing one.
Technical details
Five9 can send an HTTPS POST of data in one payload. All parameters must be posted with a content-type of 'application/x-www-form-urlencoded'. This is a standard form submit with name/value pairs. Also, make sure to not include the parameters in the URL/QueryString as it will not work.
For example: lastName=Doe&firstName=John&individualID=123456&custom_Five9ID=9180326
AMS+ responds with SUCCESS when it processes the post.
Troubleshooting
Five9 posts to the AMS+ POST URL, but nothing is created in AMS+.
AMS+ reads parameters only from the body of the POST. If Five9 sends the parameters in the URL query string, or sends the post without any data, AMS+ has nothing to create or update.
Send the parameters in the POST body with the content-type 'application/x-www-form-urlencoded', and do not add them to the URL.
Five9 receives a "Missing Required Field" error.
AMS+ needs a first name and last name to create a new Individual, and the post did not include one of them.
Include both firstName and lastName in the post.
An Individual is saved, but the servicing agent is not set.
AMS+ finds the agent by name and expects [First Name][SPACE][Last Name]. It treats everything before the first space as the first name. If the name is in another format or does not match an Agent Record in your account, AMS+ skips the servicing agent without an error.
Send servicingAgentName in the format John Doe, and make sure it matches an Agent Record in AMS+.
An Activity is created, but it is not assigned to the follow-up user or team.
AMS+ finds the user by name and expects [last name], [first name] with a comma, and it finds the team by the team name. If a name is in another format or does not match, AMS+ skips it without an error.
Send activityFollowUpUser in the format Doe, Jane, and send activityFollowUpTeam as the team name as it appears in AMS+.