Five9

How it works

Capacity runs a report containing details of the calls to download
A metadata file & name is constructed from the above report results
Capacity downloads the associated audio of the call, attaching the information gathered from the above report

This article shows you how to use Five9 Contact Center Software to integrate with Capacity and import your call audio and metadata.

Before You Begin

Before you can integrate Five9 with Capacity to import your call audio and metadata, you'll need:

A Five9 account with Administrator privileges
Five9 Administrator Application (also known as VCC Admin Console)
An SFTP server accessible from Conversation Intelligence

If you require Capacity to host your SFTP files, please contact creovai-support@capacity.com

Create a Five9 Account

You'll need to create a new account for Capacity. This will allow us to run a report within your Five9 instance.

Select the Administrator option to download and run the Admin tool via VCC Admin

Navigate to the Users folder.
Right-click the Users folder and select Add user from the context menu

Under the General tab, enter the user profile info as follows:

If a field is not mentioned, leave blank

Name	Value
First Name	Enter Capacity as first name
Last Name	Enter APIUser as last name
Full Name	Leave auto-populated
Email Address	Enter integrations@Capacity.com
Username	Capacity@<<yourcompanydomain>> (e.g. Capacity@yourcompany.com) Do not accept the default username
Password	Enter a temporary, strong password. Capacity will reset on first use
Start Date	Accept the default.
User Time Zone	Use (GMT+00:00) UTC, UTC
Locale	If locale selection is enabled, select US English.
User Is Active	✅
User Can Change Password	✅
User Must Change Password on Next Login	✅
Users Can Access Billing Tab	❌

Select the Roles tab
Select Add
Select the Reporting role
Select OK

Selecting the Reporting role
Select onlythe following permissions:
- User Can Access the Recordings Column
- User Can View Custom Reports

Select Add
Select the Administrator role
Select OK

Select Limited Permissions
Select onlythe following permissions:
- User can access Java VCC Administrator application
- User can use Administrator Services

Select the (default) Agent role
Click Remove, then select Yes to remove the role

Create Five9 Report

Select Dashboard & Reports

Under Reports, choose the Custom Reports tab.
Select Create New Custom Report

Select Call Log
Select Next

Select Tabular Report
Select Next

Select Timestamp within the Time section
Click Select Allfor the following sections:
- Calls
- Call Statistics
- Agent
- Contact
Select Next

Select Timestamp within Report Ordering
Select Next

Please be sure that all options on the Summary Fields page are deselected

Select Next

Select Next to advance you to the final page

Select a date range interval where you know calls exist

The selected date range is for first run only. Each run from Capacity will select an up to date range.

Select Run Report

Select Save

Enter a Report Name

Recommended report name: Capacity Import

Select Shared Reports within Report Folder
Select Save

Configure Five9 Export

For Capacity to access and download your audio files, the file name must come from the data in the report

Select Administrator to download and run the Admin tool via VCC Admin

Select Actions and Configure
Select the Export tab
Select Advanced Recordings
Select Add under Destinations

Enter the following information in the Destination:

Name	Value
Name	CapacityExport
Protocol	SFTP
Hostname	SFTP hostname
Port	22
Username	SFTP Username
Password	SFTP Password
Time Zone	(GMT+00:00) GMT, GMT

Select OK

Select Add below Upload Rules

Select Add within Filter
Select Call.start_timestamp from the drop-down menu.
Select Constant under Criteria Value and configure a date and time.

The date and time should match the earliest call imported to Capacity

Select OK

Select Add under Destinations

Select the destination set up in the previous step
Set Delivery to Individual Recordings – Entire Calls
Configure the Recording File Name Pattern (per the below screenshot)
Select OK

The filename pattern must match exactly as below

Return to Advanced Recordings tab
Select Save
Select Exit

What Capacity Will Share

If Capacity are hosting the SFTP for you, we will share the following details:

Field	Description
SFTP Hostname	SFTP host for file transfer
SFTP Username	Username for SFTP audio upload from Five9
SFTP Password	Password for SFTP audio upload from Five9

SSH connection is also supported, please contact Capacity for details on how to configure this

What to Share with Capacity

Field	Description
Username	Username created in Create Five9 Account section above
Password	Password associated with username
Report Folder Name	Folder name where the report resides. Recommended setup: Shared Reports
Filename Pattern	Pattern configured above. Recommended setup: /recordings/{SESSION ID}@{datefmt h_mm_ss tt}.wav
Report Name	Name of the report. Recommended setup: Capacity Import
Customer Phone Field	Report field that contains the customer phone number
Customer Name	Report field that contains the customer name
Outbound Queues	Queue names for outbound calls
IP Address(es)	The public IP address(es) of the server uploading to the Capacity SFTP - For Capacity to add to whitelisting
SFTP Credentials	If Capacity SFTP is not used, share credentials for Capacity to download Audio files

Always share credentials securely, never send as plain text in an email

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