Five9 Integration Flow
The Five9 integration uses Five9's export call feature to display your calls in Ender Turing.
Ender Turing integrates with the Five9 Cloud Call Center by utilizing Five9's export call feature. Call recordings and metadata are transferred over SFTP, typically in hourly batches.
To set up the integration, generate credentials in Ender Turing and enter them in Five9 to grant access to your Ender Turing SFTP file system (where exported calls and metadata are stored).
Call recordings should be stitched together based on the session_id value to increase the effectiveness of Ender Turing's analysis. Only stitched recordings should be exported in the Call Log reports and uploaded to the SFTP server.
Call recordings are associated with their Call Log entries as part of the connector, so the call recording filenames must be based on data available in the Call Log reports. It is recommended that the recording filename format be YYYYMMDD_HHMM_AgentID_ClientID_DIRECTION.wav.
Before setting up the integration:
Enable Advanced Recording in your Five9 settings to connect to Ender Turing.
Ask your Five9 CSM to enable stereo call recording to capture the best possible sound quality on calls imported to Ender Turing.
See additional Speech Recording Quality info here.
Connector Setup
To set up the Ender Turing Speech Integration for Five9, you need to configure at least the Audio Recordings export step. For advanced metadata analytics, both the Audio Recordings and Advanced Metadata export steps should be configured; hence, both call log reports and call recordings should be delivered to an SFTP location in separate folders. Once completed, please provide the SFTP access information to your Ender Turing team or contact them if you have any questions.
Audio Recordings export
In the VCC Configuration, select the Advanced Recordings tab.
Start by creating a new Destination:
Name: Ender Turing Speech Audio Recording SFTP
Protocol: SFTP
Hostname: upload.enderturing.com
Port: 2022
Username: USERNAME
Change the USERNAME value as appropriate for your installation
Password: PASSWORD
Change the PASSWORD value as appropriate for your installation
Prefix: (leave blank)
Time Zone: Default
Max Connections: 30
Rewrite existing files: Checked
Next, create a new Upload Rule:
Name: Ender Turing Upload Rule
Filter:
Condition Grouping: As desired for your business logic/needs
Expression: As desired for your business logic/needs
Destinations:
Destination: Ender Turing Speech Audio Recording
Filter Expression Criteria: Combined Recording - Match Filter
Recording File Name Pattern:
Constant:
recordingsDirectory Delimiter:
/Recording Variable:
___Recording_Created_yyyyRecording Variable:
___Recording_Created_MMRecording Variable:
___Recording_Created_ddConstant:
_Recording Variable:
___Recording_Created_mmRecording Variable:
___Recording_Created_ddConstant:
_Recording Variable:
___Recording_Agent_ExtensionConstant:
_Recording Variable:
___Recording_Agent_ExtensionConstant:
_Recording Variable:
___Recording_DirectionCall Variable:
Call.session_idConstant:
.wav
Some examples of Five9 custom variables can be found here.
Details on supported file patterns in Ender Turing can be found here.
The File Name Preview should read: recordings/20240401_1520_1112_12345678_IN_CallSessionId.wav
Advanced Metadata export
Start by creating a Scheduled Report:
Format: Tabular
Columns:
Time
DATE
TIMESTAMP
Recording
DELETED
LENGTH
Recording Upload
DESTINATION
ERROR MESSAGE
FILE PATH
FILENAME
FILESIZE
HOSTNAME
STATUS
STITCHED
UPLOAD ATTEMPTS
UPLOAD TIMESTAMP
Calls
ANI
CALL ID
CAMPAIGN
DNIS
SESSION ID
SKILL
Call Statistics
HANDLE TIME
HOLD TIME
HOLDS
QUEUE WAIT TIME
TALK TIME
Agent
AGENT
AGENT_ID
AGENT_NAME
Report Ordering: Recommended to have SESSION ID, DATE, and TIMESTAMP at the top
Summary Fields: Ignore, doesn't apply to tabular reports
Order information: SESSION ID, then DATE, then TIMESTAMP
Report Options:
Time Frame Interval: Last hour (to match the schedule)
Advanced Filters: Define as matches your business logic/needs
Next, create a scheduled report export:
Scheduled Report Name: Ender Turing Speech Call Metadata (Hourly)
Scheduled Report Description: mail2sftp: {transport: 'SFTP', host: 'upload.enderturing.com', port: '2022', login: 'USERNAME', password: 'PASSWORD', folder: 'et-speech-metadata', filename: "metadata_%Y%m%d%H%M.csv"}
USERNAME and PASSWORD values as appropriate for your installation
Delivery Report: via E-mails
E-mails: [email protected]
Time Zone: (as desired)
Output Format: CSV (Windows)
Hourly: Select all hours shown
Minutes: 00
Shared: Checked
Enabled: Checked
Speech Recording Quality
Ender Turing Speech works best on high-quality voice recordings. Ender Turing recommends that all recordings be made with the highest fidelity possible and that each speaker be given its audio channel in the recording file. Therefore, recordings at a 44.1 kHz sample rate using multi-channel (stereo, with agent and customer in separate channels) 16-bit samples are strongly recommended.