The Five9 integration works by utilizing Five9's export calls feature so that your calls are displayed in Gong. You set up the integration by generating credentials in Gong and entering them in Five9 to grant access to your Gong file system (where exported calls are stored).
Before setting up the integration:
Enable Advanced Recording in your Five9 settings so that you can connect to Gong.
To capture the best possible sound quality on calls imported to Gong, ask your Five9 CSM to enable stereo call recording.
To set up the Five9 integration:
In Gong, click your username in the top right corner and click Settings > Telephony systems.
Click + Add telephony system.
Click CREATE CREDENTIALS to generate sign-in credentials for the FTP folder.
Click Show password to see the password.
You can only see the password once.
Log in to Five9.
In Five9, configure the system to export files to sftp-server.gong.io using the credentials generated in Gong.
The campaign folder should reside under the root folder, or the Recordings folder.
The call file should be named in the following format:
/.../<month>_<day>_<year>/<prospectPhoneNumber> by <userEmail> @ <hour>_<minute>_<second> <AM/PM>[ as <disposition>].<fileType>
/Sales Direct Domain/12_7_2019/5169716789 by user@email @ 9_33_04 AM.wav.
If you need to customize the path, contact Gong support.
To disconnect the Five9 integration with Gong, click Disconnect.