Shelf's Knowledge Assist Integration with Five9 - Installation & Configuration Guide


Purpose

This document describes steps that are necessary to set up and configure Shelf's Knowledge Assist Integration with Five9.

In order to use the Knowledge Assist feature, Shelf Support needs to be contacted to configure your account. 

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

Last Update: 03-February 2022



1 Installation

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

  1. Navigate to five9 web application https://us6.five9.com/
  2. Click on VCC admin under Administrator.
  3. Open the downloaded file with Java.

2 Configuration

2.1 Connector

  1. After opening the VCC application, click on the Connectors entry and then click on the Plus icon like it is shown on the screenshots below. Give the connector a name and make sure that “Classic Connector” is selected. 
  2. Double-click on the newly created connector and set all the required properties in the following way and leave the rest as default:
    URL: https://five9-app.shelf.io/knowledge-assist/ 

(NOTE: make sure the that the URL has no empty spaces at the end) 

Method: GET

Execution Mode: In Browser

Agent Application: Use embedded tab for Web Agent (Knowledge Assist will be opened in the Connector tab during an interaction) OR Open in new browser window for Web Agent (Knowledge Assist will be opened in a new tab during an interaction)

Parameters: interaction_id = @Omni.interaction_id@ 

    By default shelf connector uses first knowledge assist configurations on account.
   To enable specific configuration to be used inside of connector, add shelf_configuration_id constant parameter



3. Your Connector configuration window should look as below depending on the options that you selected. 
4. Open the Trigger tab and select On Accept for Chat event. 
5. Save the changes.


2.2 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 created campaign and click on the Connectors tab. In that tab Click on Add and select the previously created connector.
  3. On the General tab set the Text Interaction count to 1. 
  4. Click on the IVR tab, then click on the Add button. In the IVR Script dropdown select Inbound and Route. Also mark all channels as turned on. Click on Ok and if there’s a warning message, click Yes.  
  5. In the list of Campaigns select the campaign and click on the Start icon to start it.  Note: If Error “Max Lines or Max Number Vivr/UniversalWf Sessions must be set to a value greater than 0” appears, try the following:
Go back to the General tab and set the Voice Lines/ VIVR Sessions/ Text Interaction count to 1. Save the changes.


2.3 User Skills

  1. Now we need to enable the skill that will connect the chat to the created campaign. Navigate to SCC admin and log in.
  2. Make sure you have a Service_Skill in the VCC Admin for your users in the Skills entry.  
  3. Open the SCC Admin application and go to the Profiles tab. On the left sidebar select the campaign that was created before. In the Group dropdown select a skill mentioned above and Save the changes.

Note: make sure the following applies:

  • Your user is added to the Skill group in VCC admin.
  • Chat media is enabled for user
  • Previously selected Skill is added to your user



3 Usage

  1. Navigate to Five9 Agent workspace.     
  2. Select the None Station Type and click Next.   
  3. Navigate to the Agent's dashboard.   
  4. Set yourself to Ready(VM) status.  
  5. A new interaction should appear under Chat(1) icon. In order to accept the chat, click on the icon shown on the screenshot.   
  6. Open the connector tab and observe Shelf Knowledge Assist.