Shelf's IVR Integration with Five9 - Installation & Configuration Guide


Document Version History

Version number

Modified by

Modifications made

Date modified

Status

1.0

Shelf

Initial release of the document.

9 November 2022

Expired

1.1

Shelf

The document has been reworked to match the change in the IVR implementation. Text and graphics have been updated.

6 February 2022

Expired

1.2

Shelf

Minor changes implemented. Formatting and verbiage fixed.

23 March 2023

Active


Document Purpose

This document describes steps that are necessary to set up and configure Shelf’s IVR integration within the Five9 platform.

If you require further assistance, please do not hesitate to contact us at support@shelf.io or from the in-app chat support within the Shelf platform.

Installation

VCC admin is a desktop application that requires Java to be installed on a PC to run it.

  1. Navigate to the Five9 web application at https://us6.five9.com/
  2. Select the VCC admin option under the Administrator menu.

3. Open the downloaded file with Java.


Configuration

Prior to configuring all the needed settings on the Five9 side, make sure to read how you need to configure IVR mappings on the Shelf side via the Content Mappings functionality. You can find all the details in the respective section - Configuring IVR Support via the Answer Assist Context Mappings - in the Shelf Answer Assist End-to-End Guide. 


Variable

  1. Add a new Call Variable Group, name it and save it.
    

2. Right-click on the created CallVariable Group and click Add Call Variable, then name it and save it. This is the variable that you will use inside of a connector later.


Connector

  1. Select the Connectors section (folder). Then click the “+” icon and create a connector for IVR. Make sure it is of the Classic Connector type.
  2. Double-click the created connector and populate the URL field as shown in the figure below. Use the context variable you have previously created.
    URL: https://five9-app.shelf.io/knowledge-assist/  
  3. If you need to specify Answer Assist configuration ID, click Add Constant and add a constant shelf_configuration_id with the desired value. 
  4. Select the Trigger tab and then select the On Call Accepted option. Once done, save the connector configuration by clicking SAVE.


IVR Script

  1. Create an IVR Script. As a starting point, you can download a sample IVR script by the link https://drive.google.com/file/d/1CKLWNJL8XMXPeF-37hWITWZJfFdnPGTe/view?usp=share_link and import it to your IVR script builder.
  2. Go to IVR Scripts, create a new script, name it and open it.
  3. Click Actions and import the downloaded script. Configure the script according to your preferences.   
  4. After all, click Actions and save the script.  


Campaign

  1. Select Campaigns and click on the Plus symbol to create a new campaign. Select an Inbound type of campaign.
  2. Double click on the campaign that was just created. On the General tab set Text Interaction count to 1. Set VIVR Sessions and Voice Lines also to a minimum of 1.
  3. Click on the IVR tab, then click the Add button if there’s no Default script. If the Default script is there, edit it. In the IVR Script dropdown menu, select the script that was created before. Also, mark all channels as turned on. Click OK and, if there’s a warning message, click Yes.   
  4. Select the DNIS tab and then click the Add button. Select a phone number you expect to call to and click OK (Use +1 code before number for calls).   
  5. Add the connector to your campaign by going to the Connectors tab → Add and selecting your created connector and clicking OK. Then click Save.

Once you have completed the above steps, you further need to start a campaign. 
For details on how to do it, please refer to the following article: https://community.five9.com/s/article/Administrator-Start-Stop-a-Campaign.  



Setup Verification

  1. To make a call, go to https://us6.five9.com/ and select the Supervisor option’.
  2. On the next page that appears, select None and then click Next.
  3. Then go to the Stations page.
  4. Copy any of the available ‘Station ID’.
  5. Open https://us6.five9.com/ and click select the Agent option.
  6. Choose the WebRTC tab and enter the Station ID you have previously copied. Click Next.
  7. Select the Skill you need and click View My Dashboard.
  8. Next, enable the calls reception.
  9. Make a call to the number saved in your campaign (in the DNIS tab) and select the appropriate IVR code.

If the actions you have taken as per the above steps ended successfully with no errors or alike, it means that you have successfully configured the IVR integration between Shelf and Five9 platforms and now can use this integration to receive and send calls from within your platform.