Integrating Echo AI with Five9 is a straightforward process that allows you to harness advanced AI capabilities to analyze and act on your call center data. Follow these steps to ensure a smooth integration:
Requirements
Basic Authentication: Five9 requires basic authentication through HTTPS requests and valid credentials.
Administrator Credentials: Five9 requires the credentials to be those of an administrator.
Steps to Integrate
Create a Dedicated User:
Log into Five9 and create a dedicated administrator user for Echo AI. This user should have the VCC Administrator role and the appropriate permissions. This step is optional but highly recommended.
Share the Credentials:
Securely share the username and password of the newly created admin user with the Echo AI team*. This information is necessary for Echo AI to integrate with Five9.
By following these steps, you can successfully integrate Echo AI with Five9, ensuring secure and efficient communication between the two platforms.
* If you do not have the means to share securely, we recommend using the Virtru email extension to securely share the required credential information.
Steps to Add a New User
Go to the admin section in your Five9 portal.
Select Users.
Click Add New Users.
Fill in the required details (Username and Email) as well as the other relevant fields.
Assign the necessary roles and permissions to the users.
Click Save to create the new user account.
You can find more details on these steps in Five9's documentation here: https://community.five9.com/s/article/Administrator-Creating-Removing-a-User?language=en_US
Important Information
Five9 recommends that you create several administrator users reserved for the Web Services if you plan to send multiple concurrent requests. Otherwise, if you try to use the same username and password for multiple concurrent requests, your requests are denied, and you receive an exception.
The administrator user must have the VCC Administrator role. Be sure to set the appropriate permissions for each administrator.
This article is based on the Five9 documentation, which can be found here. Please note that the details provided may change at any time.