# Five9 Sales Agent Call Pop

**Create a new connector and name it Konnektive CRM**

**Enter the specified fields:**

**- Description:** CRM

**- URL:** <https://crm.konnektive.com/customer/sales>

**- Method:** POST

**-** **Text on Starting Page:** Connecting to Konnektive CRM

**-** **Execute In Browser:** Checked

**-** **Agent Application:** Use External Application

**-** **CTI Web Services:** New Browser Window

*Click* the **"Add Fields"** button and *select* all fields

On the **Trigger** tab, *select* **"On Call Accepted"**

Open the Campaign edit screen and *Add* the **"Konnektive CRM" Connector** to the campaign with the **Connections** tab.

### **Five9 Plugin Configuration in CRM**

1.Go to **Admin** > **Plugins** > **Phone Switch**, Choose the **Five9** plugin under the **“Available Plugins”**

2.Enter your Five9 account **username** and **password**

3.Click **“Create”**.

### **Skill Configuration**

Skills are mandatory in CRM for both inbound and outbound calls.

Five9 agents should be assigned with the skills. There are two types of Sales Skill Ids.

1.**Sales**

2.**Customer Service**

**In Five9 Plugin:**

1.Login with Five9 admin installer.

2.Go to Skills, Right click on **“Skills”** and **“Add Skill”**.

**Note: Skills will be categorized as Sales or Customer Service in CRM not in Five9 panel.**

**In CRM Plugin:**

1.Go to **Plugins** **Phone Switch**, and click on the **Edit** button for Five9.

2.Add Skills created in the Five9 admin panel to respective plugin categories.

### **Campaign Configuration:**

Campaign configuration is mandatory in both the CRM and in Five9.

**Note: campaign name should be an integer value in Five9 panel**

**In Five9 Plugin:** 1.Login with Five9 admin installer.

2.Go to **Campaigns**, Right click on **“Campaigns”** and **“Add Campaign”**.

1. Enter the Campaign name and choose **“Inbound”** or **“Outbound”**.
2. Once the Campaign created, You'll need to configure its properties.
3. Choose **“Connectors”** tab and choose the **“KonneKtive CRM”** and click the **“Add”** button.

6.Choose Skills for a campaign under the **“Skills”** tab by clicking the **“Add”** button on the tab.

7.Click **“Save”**.

**Note: For Inbound, you will follow the same steps but will also need to add the DNIS.**

**In CRM Plugin:**

1.Go to **Plugins** **Phone Switch**, Edit Five9 plugin.

2.Click **“+”** sign in the **“Campaign Routing”**.

3.Campaigns created in Five9 plugin will be displayed in the **“Five9 Campaign”**

4.Link CRM & Five9 campaign with respective Type. **Note: Type should be matched with Five9 campaign.**

### **User Configuration:**

**In Five9 Plugin:**

1.Login with Five9 admin installer.

2.Go to Users, Right click on **“Users”** and **“Add User”**.

3.Setup user details in **“General”**, user roles in **“Roles”** and user skills in **“Skills”** tab respectively.

**Note: “Email” will be set as user name for Five9 app.**

4.After you've added a user, the user should set their security question using the below URL. Otherwise that user will be unable login to the Five9 apps. <https://login.five9.com/>

**Note: You can obtain the station details from Five9 or within your Supervisor account.**

**In CRM Plugin:**

1.Go to **Plugins** **Phone Switch**, Edit Five9 plugin.

2.Click **“+”** sign in the **“User Routing”**.

3.Users created in Five9 plugin will be displayed in the **“Five9 User”**

4.Link CRM & Five9 User .

### **Call Center Configuration:**

1.Go to **CRM** > **Call Centers** then click the **“+”** sign under the **“Call Centers”** section.

2.Add Campaigns for the respective call center using the **“+”** sign in the **“Campaign”** section.

3.For inbound calls, please configures the **“Media Source”**. **Note: DINS is mandatory.**

### **Configure Five9 CTI Web-Service**

CTI web-service used to connect calls from CRM to Five9 plugin and Five9 calls to CRM.

1.Go to <https://login.five9.com/>

2.Login with your credentials

3.Go to **Home** > **CRM Integrations**

4.Click **“Five9 Adapters for Agent Desktop Toolkit”**

5.Choose **“Adapter for Agent Desktop Toolkit”** under **“Stateless Adapter”** and install that file.

**Note: Java Runtime Environment should be installed on your machine before attempting to download this.** <http://webapps.five9.com/assets/files/for_customers/documentation/integrations/agent-desktop-toolkit/agent-desktop-toolkit-guide.pdf>  

6.The Five9 icon will then be displayed in the system tray as below

### **Start Five9 Call:**

Once the configuration is done, the **“Start Five9 Call”** button will be enabled in the customer details page.

When you click the **“Start Five9 Call”**, the below pop-up will be triggered.

Choose the respective campaign and phone number. **Note: DNIS is not mandatory for the outbound calls.**