The Freshservice integration with Five9 CTI App offers an all-in-one solution for efficient call management, ensuring that every customer interaction is logged, recorded, and accessible within Freshservice. 


Please follow the steps below to install and use Five9 within the Freshservice dashboard.


TABLE OF CONTENTS


Pre-requisites

The following are the prerequisites for installing Five9 integration with Freshservice

1. Admin level access for the Freshservice account
2. Active Five9 account license and login details


How to install and activate Five9 in your Freshservice account

  1. Go to Admin and search for Apps. Click on the Apps section. 

  2. Once the marketplace opens, search for Five9. Click on it to open the app listing.

  3. Click on Install. It will take you to the configuration section.

  4. Enter your Freshservice domain URL and Admin API key to connect to authenticate your Freshservice account. Note: To locate the Admin API key, click on the profile icon in the top-right corner of your Freshservice account and go to profile settings.

  1. In the next step, select the Five9 cloud region based on your account’s Five9 cloud region. 

  2. Update the URL where you want the call recordings to be stored. It is also necessary to specify the time zone for the recordings.

  3. Click on Install.


Activating the Five9 widget

  1. Click on the app icon from the sidebar. This will appear below the settings icon.

  2. Once you click on the icon, select the Five9 app option and the Five9 widget will appear

  3. Enter your Five9 Username and Password to login

  4. Select the station type and station number. 

  5. The next steps show you the audio input and output.

  6. The list of skills configured on Five9 will appear next. Select your skills

  7. Now the app will take you to the main Five9 page. You will be able to see all the available options and actions available for agents to access.


How to make an outbound call

To make an outbound call open the widget, from the available menu options, click on ‘New call’. 


Enter the number and the campaign details. And click on ‘Dial’.

Once you click on the call button you can see the active call highlighted in the widget.


How to attend an inbound call

Whenever there is an inbound call, the call will flash on the Five9 widget within the dashboard. The agent can click on the call to attend it.


Agent status and availability

Agents can set a status to convey their availability using the dropdown menu right below their name.


Call capabilities

The following are the call capabilities available for an agent when they are managing a call.


An agent can:

  • Transfer the call to another agent

  • Mute the call

  • Disconnect the call

  • Put the call on hold

  • Add another agent to the call to create a conference session

How to create a ticket and associate it with a call


Option 1: Create tickets after a call ends
Once you end the call, click on the ‘Set Disposition’ option. It will open a list of options. Select ‘New ticket’ and then click ‘End interaction’.


You will see two choices. Click on ‘Create ticket’. Select the workspace in which the tickets need to be created.


Enter all the necessary details to create the ticket.


Option 2: Create a new ticket from the call history


Go to the ‘History of calls’ tab in the widget and click on the ‘+’ option next to the corresponding number to create a new ticket.



How to map and update an existing ticket based on the call


Option 1: Update a ticket after a call ends

Once you end the call, click on the ‘Set Disposition’ option. It will show a list of options. Select ‘New ticket’ and then click ‘End interaction’.


You will see two choices. Click on ‘Update existing ticket’.

Search or select the tickets shown in the window. A conversation note will be added to the selected ticket.



Option 2: Update a ticket from call history


Go to the ‘History of calls’ tab in the widget and click on the ‘ticket icon’ option next to the corresponding number to update an existing ticket.


How to access call recordings


All call recordings can be accessed from the storage URL entered during the configuration step or from the conversation summary section of individual tickets associated with the call.



Conversation summary 


Whenever a new ticket is created or an existing ticket is updated after a call, a conversation summary gets added to the ticket. The conversation summary contains the call direction, from and to details, call duration, and the agent's name.


The call recording will also be attached to the conversation summary section.