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This document explains how to integrate the Agent AI widget into the Five9 Agent Desktop. The integration supports automation, Agent Coaching, Agent Playbook, sentiment analysis, Transcription, with end-of-call summary, custom data, and secure custom data passing, such as agent name and ID to the Agent AI widget.

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Prerequisites

  • Five9 administrators with access to the Admin Console and privileges to set up the configurations.
  • Five9 administrators who can receive calls on Five9 Agent Desktop.
  • Five9 VoiceStream set up for your instance. Contact your Five9 representative for help.
  • Platform administrators with access to Agent AI instance and know-how of Agent AI bots.
  • App credentials, such as Agent AI widget URL, Bot ID, Client ID, Client Secret, Account ID, and SIP URI.

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Definitions

KeyDefinitionReference
IdentifiersA unique identifier in the Data Table to fetch bot details at run time. It can be a skill name or a campaign name.
SecureCustomDataConfig)Defines the key–value pairs in SecureCustomData, a session-level store for sensitive data. Use the SecureCustomDataConfig to pass sensitive information to the Agent AI Bot. Provide a JSON object with keys and their corresponding xpath (paths to locate the value in Five9 Call Variables).
This column is optional.		Sample:
{
"skillName": "Call.skill_name",
"agentName": "Agent.full_name"
}
CustomDataConfigUse this to pass information to the Agent AI bot. The KVPs you need to include in CustomData. JSON object containing the necessary keys and xpath (paths to locate the value in Five9 Call Variables).
Optional column. Use it to send custom data to Agent AI.		Sample:
{
"skillName": "Call.skill_name",
"agentName": "Agent.full_name"
}

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Configurations on Platform

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Configurations on Five9 Admin Console

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Interaction between Five9 and Agent AI

architecture-diagram

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Five9 Agent AI - Voice Flow Steps

  1. Customer calls Five9 Virtual Contact Center.
  2. Agent accepts the call on Five9 Agent Desktop.
  3. Five9 sends call metadata via HTTP POST /call events to Audiosocket server.
  4. Five9 opens gRPC StreamingVoice bidirectional stream (audio encoding: LINEAR16, 8000Hz).
  5. Five9 adapter routes audio to Voice Gateway.
  6. Voice Gateway sends audio stream to Kore-managed ASR.
  7. ASR returns real-time transcriptions to Voice Gateway.
  8. The system forwards the transcriptions to the Agent Assist backend.
  9. The Agent Assist backend shares the transcripts with Agent Desktop widget (Agent Assist Transcript tab).
  10. The Agent Assist backend shares the transcripts with the Agent Assist bot, and the bot recognizes the intents and sends responses back to the Agent Assist widget. This process continues until the end of the call.

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Agent AI Bot Mapping for Skills or Campaigns

Third-Party Configuration maps Agent AI bots to specific skills or campaigns. Use it to set the bot’s language, custom data, and secure custom data. Example: To associate Agent AI Bot1 with Skill1, create a record for Agent AI Bot1 and set the Queue Identifier to Skill1. Map each skill or campaign to only one Agent AI bot. This setup ensures the correct Agent AI widget renders for conversations routed based on the defined skill or campaign. Refer to third-party configuration for instructions on creating records for an Agent AI bot. Example: You have a skill named Chat_Skill, that handles incoming chat requests, and you want the Agent AI widget to render for conversations routed to this skill. You must create the following details of the third-party configuration record in your Agent AI account: create-record create-record-add-values The values must be ‘Base64’ encoded. third-party-configuration-page Ensure you have turned on the Third-Party Configuration setting in Agent AI > Configurations > Widget Settings > Agent AI Settings > Agent AI General Settings. third-party-config-setting-agentai

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Create SIP Trunk

Create a SIP trunk in Kore Platform with Agent AI as the production selection. For steps, see Steps to Configure SIP Trunk. Use the generated SIP identifier to configure the Five9 IVR script in the next step.\ configure-sip-trunk

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Create Connector

  1. Sign in to Five9 Administrator Console.
  2. Search for connectors in the search bar, and select Connectors.
  3. Select Create. create-new-connector
  4. Enter a name in the Connector Name field.
  5. Enter the URL as {Agent AI URL}/integrations/five9/.
  6. Enter the method as GET. connector-configuration
  7. Select Next.
  8. Select Field from the Add dropdown list in the Parameters section. connector-add-select-field
  9. Select call_id, session_id, domain_id, id, skill_name / campaign_name (choose either skill_name or campaign_name, depending on which you use to map the bot in Agent AI), and select Ok. add-field connector-configuration-complete
  10. Select the Edit symbol next to each parameter and update the values as follows:
    • call_id -> callid
    • domain_id -> domainid
    • id -> agentid
    • session_id -> conversationid
    • skill_name/campaign_name -> identifiers
  11. Select Constant from the Add dropdown list in the Parameters section. connector-parameters-constant
  12. Enter ‘accountid’ in the Name field and the accountid of your Agent AI account in the Value field. To find this ID, go to Agent AI > Flows & Channels > Channels > Digital > Web/Mobile Client > JWT App Details. For more details, see this doc. add-constant
  13. Select Ok > Next. add-constant-next
  14. The default selection for Trigger Event is Call and for On Call Event is On Call Accepted.
  15. Select Done.

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Create Custom Call Variables

  1. Sign in to Five9 Admin Console.
  2. Search for variables, and open Variables.
  3. Select Create.
  4. Enter Kore as the group Name, and select Create.
  5. Select Kore. variable-groups
  6. Select Create Variable.
  7. Enter botid as the variable Name.
  8. For the question Will this variable contain sensitive data?, select the No option, select the Datatype as String, and then select Next.
  9. For the question Will the data in this variable be needed in reports?, select No.
  10. Select Next.
  11. For the question Should the values of this variable come from a predefined list?, Select No and provide your Bot Client ID in the Set Default Value field.
  12. Select Done.
  13. Select Create Variable.
  14. Repeat the same steps to create a variable named sipuri with a default value of the SIP URI configured for your Agent AI bot.
  15. Select Done.

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Five9 Account Setup for Incoming Phone Call

  1. Buy a phone number by following the Numbers Inventory doc.
  2. Create an IVR script by following the Creating an IVR Script doc. Sample IVR Script: sample-ivr-script assignment variable set-variable-module
  3. Create a skill and add agents to the skill by following the Skills doc.
  4. Create an inbound campaign by following the Create Inbound Campaigns doc.
    After you create the inbound campaign, run it.

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Create VoiceStream

  1. Sign in to Five9 Admin Console.
  2. Search for VoiceStream, and select VoiceStream. voice-stream
  3. Select Create.
  4. Enter a unique VoiceStream subscription name in the Name field.
  5. Select Other (Self Service) in the Streaming Destination field.
  6. Select gRPC as Streaming Protocol.
  7. Configure the following destinations and provide the Trust Token value as KoreGrpc.
  8. Select Done.
  9. Configure the Trust Token while creating the subscription. It’s validated at Kore by call event GET API.

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Access Custom Data and Secure Custom Data in the Agent AI Bot

You can access the custom data and secure custom data in Welcome Events in the Agent AI configuration page and in Dialog Tasks in the Agent AI automation page. You can access the custom data as {{context.session.UserContext.customData.<key>}}. Follow this doc for the detailed steps on how to access custom data. You can access the secure custom data as {{context.session.UserContext.secureCustomData.<key>}} Follow the same steps of this doc for detailed information on how to access secure custom data, except for the path being {{context.session.UserContext.secureCustomData.<key>}}