Five9 integration with Artemis - voice automation via SIP

This guide explains how to integrate Five9 with Kore Voice Automation using SIP trunking in the Artemis platform. With this integration, Five9 routes inbound voice calls to an Artemis agent automation flow for self-service. Based on the conversation outcome, the agent can end the call, transfer the caller to a Five9 skill queue, or transfer the caller directly to a Five9 agent.

Prerequisites

Confirm that you meet the following prerequisites before configuring the Five9 Voice Automation integration:

Five9 Requirements

A Five9 Virtual Contact Centre (VCC) Administrator account with privileges to configure:
- SIP trunks and DID numbers
- Interactive Voice Response (IVR) scripts
- Campaigns, skills, and agents
- VoiceStream subscription

Artemis Requirements

Artemis Platform account with administrator access
Familiarity with Artemis Agent building

Network Requirements

A SIP trunk between Five9 and Kore. Five9 pre-configures this trunk.
DID numbers. The Five9 team provides these after your Five9 instance is set up.

Artemis Configuration

Build the agent

Sign in to Agent Platform - Artemis.
Open the required project.
Create or edit an Agent for Voice Automation from Agents > Your Relevant Agent > Designer / Editor:
Use the ESCALATE block to send routing headers. Learn more about routing headers.
Update the Agent definition as per your business use case.

Sample Agent:

AGENT: Five_Sip_bye

GOAL: "Verify Five9 inbound SIP headers and return routing instructions on the outbound SIP BYE"

IDENTITY:
  role: "Five9 SIP BYE Header Test Assistant"
  persona: "Brief, professional, and exact when confirming SIP metadata tests"

MEMORY:
  session:
    - name: five9_sip_headers
      type: object
    - name: five9_call_id
      type: string
    - name: five9_session_id
      type: string
    - name: five9_call_session_id
      type: string
    - name: five9_ani
      type: string
    - name: five9_dnis
      type: string
    - name: five9_campaign
      type: string
    - name: five9_campaign_id
      type: string
    - name: five9_domain_id
      type: string
    - name: five9_call_start_timestamp
      type: string
    - name: five9_region
      type: string

FLOW:
  entry_point: capture_five9_headers
  steps:
    - capture_five9_headers
    - announce_test
    - wait_for_summary_test
    - release_to_five9

capture_five9_headers:
  REASONING: false
  SET:
    five9_sip_headers = _metadata.sip.headers
    five9_call_id = _metadata.sip.headers["x-callid"]
    five9_session_id = _metadata.sip.headers["x-five9sessionid"]
    five9_call_session_id = _metadata.sip.headers["x-callsessionid"]
    five9_ani = _metadata.sip.headers["x-callani"]
    five9_dnis = _metadata.sip.headers["x-calldnis"]
    five9_campaign = _metadata.sip.headers["x-callcampaign"]
    five9_campaign_id = _metadata.sip.headers["x-callcampaignid"]
    five9_domain_id = _metadata.sip.headers["x-calldomainid"]
    five9_call_start_timestamp = _metadata.sip.headers["x-callstarttimestamp"]
    five9_region = _metadata.sip.headers["x-five9-region"]
  THEN: announce_test

announce_test:
  REASONING: false
  RESPOND: |
    The inbound Five9 SIP header test succeeded.
    Please say transfer to five9. I will then return the call to Five9.
  THEN: wait_for_summary_test

wait_for_summary_test:
  REASONING: false
  GATHER:
    - summary_test_input: required
      prompt: "Please say transfer to five9 now."
      type: string
  THEN: release_to_five9

release_to_five9:
  REASONING: false
  THEN: ESCALATE with REASON: "Five9 outbound SIP BYE routing-header validation"

ESCALATE:
  routing:
    voice:
      call_transfer_type: sip
      transfer_method: bye
      sip_headers:
        "X-RouteType": "skill"
        "X-RouteValue": "Kore_Skill"
        "X-RouteReason": "TransferToQueue"

EXECUTION:
  model: "qwen35-a3b-35b"

Sample routing headers(SIP BYE) for common use cases. Use as required in your use case. For Skill Transfer:

ESCALATE:
  routing:
    voice:
      call_transfer_type: sip
      transfer_method: bye
      sip_headers:
        "X-RouteType": "skill"
        "X-RouteValue": "Kore_Skill"
        "X-RouteReason": "TransferToQueue"

For Agent Transfer:

ESCALATE:
  routing:
    voice:
      call_transfer_type: sip
      transfer_method: bye
      sip_headers:
        "X-RouteType": "agent"
        "X-RouteValue": "agentmail@domain.com"
        "X-RouteReason": "TransferToAgent"

For Hangup:

ESCALATE:
  routing:
    voice:
      call_transfer_type: sip
      transfer_method: bye
      sip_headers:
        "X-RouteType": "hangup"
        "X-RouteValue": "hangup"
        "X-RouteReason": "hangup"

The Automation flow supports the following call outcomes:

End the conversation and disconnect the call.
Transfer the caller to a Five9 skill.
Transfer the caller directly to a Five9 agent.

Configure Agent Transfer

Configure Agent Transfer to send the headers back to Five9 during SIP BYE.

The system transfers Custom SIP headers back to Five9 only when the SIP Headers are whitelisted in Agent Transfer.

Go to Settings > Agent Transfer > Voice Gateway.
Select Gateway Type as Kore Voice Gateway.
Select Transfer Method as SIP BYE (release-link).
Enable Header Passthrough.
Under the Allowed Transfer Headers section add all the Five9 custom headers as shown below.

Configure SIP Trunk

For inbound calls to Artemis using SIP INVITE, the system uses Bring Your Own SIP as the Voice Provider.

Navigate to Deployments > Channels > Pipeline Voice.
Click Create New.
Fill in the details as per your use case, as shown below, and click Create.

Select Voice Provider > Bring Your Own SIP and use the following Five9 IPs as SIP Gateway IPs / CIDRs:

224.189.218,
174.41.205,
69.29.60,
69.29.43,
69.29.44,
69.29.45,
69.29.46,
213.153.62,
69.29.54,
213.153.52

For DID / Phone Number, enter a number from the range provided by the Five9 team after the SIP Trunk Route setup.
Click Save Changes.

Five9 Configuration

Upon acquiring the Five9 instance for Kore Voice Automation, the Five9 team will automatically configure the Five9 - Kore Voice Automation IVR Script Template in your instance. You will need to update a few details like the DID number, Authorization Header, Kore.abl_tenant_id, Kore.abl_project_id. Below steps will help to validate the IVR Script details.

Create the IVR Flow

Sign in to Five9 VCC Administrator.
Create a list of required Kore variables in VCC Admin Panel > Call Variables > Kore as shown below.
Under IVR Scripts, right-click and select Add IVR Script.
In the IVR Flow, soon after the Incoming Call Module, use Set Variable Module to set the DID number (refer to SIP Trunk Provisioning).
Use 3rd-Party Transfer Module to transfer the call to Kore Voice Automation.
Use Case Module to transfer the call back to a Skill, to an agent, or to hang up.
In Query Module, use the Session Summary API to retrieve data from the Artemis platform when users hang up during interaction with the AI Agent.
Update the Bearer token in the Request tab of the Query Module with the Artemis API Key > Platform Key and other headers as shown below.

SIP Trunk Provisioning

The Five9 team has preconfigured the SIP trunk to enable Kore to identify the dialed DID in SIP INVITEs from Five9. As an accredited Five9 ISV partner, Kore has documented this setup with Five9 in its onboarding materials to help new customers get onboarded more quickly. Kore SBC details used for configuring SIP Trunk at Five9 end:

Serial Number	Domain	IP Address
1	savg-cusprd-sbc1.kore.ai	20.236.241.21
2	savg-cusprd-sbc2.kore.ai	20.37.130.192

Verify the SIP Trunk configuration

Follow these steps to verify the SIP Trunk configuration:

Attach a Five9 number to the Campaign using the IVR Script configured in this section.
Make a call to the Five9 number from Google Meet or Zoom, which transfers the call to Kore Voice Automation Flow using the DID number for SIP INVITE.

Call Routing Logic

Configure the routing logic after the SIP session ends, as in this section. Route the call based on the SIP headers Kore sends. The system supports the following routing scenarios: Bot Hangup If the bot completes the conversation successfully:

Kore ends the SIP session.
Five9 receives the configured route type as hangup.
Five9 disconnects or hangs up the call.

Skill Transfer If the bot determines that the caller needs transfer to a queue:

Kore sends the required SIP headers.
Five9 reads the routing information.
Five9 transfers the caller to the configured skill queue.

Agent Transfer If the bot determines that the caller needs transfer directly to an agent:

Kore sends the required SIP headers.
Five9 reads the destination agent.
Five9 transfers the caller directly to the specified agent.

The Five9 agent username must use the email-format username you configure in VCC Administrator.

Kore Integration

Integrate Voice Gateway with Five9

Associate the Voice Gateway SIP endpoint with the Five9 Voice Automation flow. Configuration notes:

Verify the SIP trunk is active before publishing the flow.
Verify that the SBC IP addresses are in the allowlist.
Verify that the DID maps to the correct SIP destination.
Verify the Agent Transfer whitelists the SIP headers to be sent back to Five9 during SIP BYE.

Test the Integration

Perform the following steps to validate the integration.

Call the Five9 phone number.
Verify that Five9 routes the call to Kore.
Complete one of the supported conversation outcomes.

Validate each supported scenario:

Bot Hangup

Expected result:

Conversation completes.
Call disconnects successfully.

Skill Transfer

Expected result: Call is transferred to the configured Five9 skill.

Agent Transfer

Expected result: Call is transferred directly to the configured Five9 agent.

Best Practices

Configure Agent Transfer to allow SIP headers that must return to Five9.
Validate SIP connectivity before publishing the flow.
Use dedicated DIDs for production and non-production environments.
Verify SIP routing after every Voice Automation flow update.
Test all supported routing scenarios before deploying to production.

Troubleshooting

Issue	Resolution
SIP connection fails	Verify SIP trunk connectivity and confirm the SBC IP addresses are in the allowlist.
Call doesn’t reach Kore	Verify DID mapping and SIP URI configuration.
Skill transfer fails	Verify the routeType and routeValue SIP headers.
Agent transfer fails	Verify the destination agent username matches the Five9 username format.
SIP headers are missing	Confirm the Agent Transfer allows the intended SIP Headers.

View Interaction Details in Kore

You can refer to Operate > Sessions for detailed user-bot interactions.

Additional Notes

The system uses SIP BYE to return control from Kore to Five9.
The system stores conversation context in Kore after the transfer.
Five9 uses SIP headers to determine the routing action after the SIP session ends.

Get started

Build

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Deploy

Analytics and insights

References

Five9 integration with Artemis - voice automation via SIP

Prerequisites

Five9 Requirements

Artemis Requirements

Network Requirements

Artemis Configuration

Build the agent

Configure Agent Transfer

Configure SIP Trunk

Five9 Configuration

Create the IVR Flow

SIP Trunk Provisioning

Verify the SIP Trunk configuration

Call Routing Logic

Kore Integration

Integrate Voice Gateway with Five9

Test the Integration

Bot Hangup

Skill Transfer

Agent Transfer

Best Practices

Troubleshooting

View Interaction Details in Kore

Additional Notes

​Prerequisites

​Five9 Requirements

​Artemis Requirements

​Network Requirements

​Artemis Configuration

​Build the agent

​Configure Agent Transfer

​Configure SIP Trunk

​Five9 Configuration

​Create the IVR Flow

​SIP Trunk Provisioning

​Verify the SIP Trunk configuration

​Call Routing Logic

​Kore Integration

​Integrate Voice Gateway with Five9

​Test the Integration

​Bot Hangup

​Skill Transfer

​Agent Transfer

​Best Practices

​Troubleshooting

​View Interaction Details in Kore

​Additional Notes

Prerequisites

Five9 Requirements

Artemis Requirements

Network Requirements

Artemis Configuration

Build the agent

Configure Agent Transfer

Configure SIP Trunk

Five9 Configuration

Create the IVR Flow

SIP Trunk Provisioning

Verify the SIP Trunk configuration

Call Routing Logic

Kore Integration

Integrate Voice Gateway with Five9

Test the Integration

Bot Hangup

Skill Transfer

Agent Transfer

Best Practices

Troubleshooting

View Interaction Details in Kore

Additional Notes