Communication Recording Agent and Five9
This topic provides general architecture details for the Communication Recording Agent Five9 integration. For system deployment details specific to your environment please refer to the your Solution Design Document.
Integration Architecture
This topic details the integration processed needed to provide active call recording with Five9's contact center service. The Audio Connector makes use of a Five9 VoiceStream Subscription by using media streaming APIs (gRPC) to capture call audio and metadata from Five9 in real-time.
Resiliency
The Five9 integration supports an Active/Active (N/N) resiliency model. Multiple Audio Connectors are automatically configured so that in the unlikely event that an Audio Connector goes down, the streams will continue to be captured by the remaining Audio Connectors. As calls are captured, which Audio Connector the calls are streamed to is determined by the Load Balancer. The Load Balancer ensures even resource usage across the Audio Connectors and ensures that if an Audio Connector is offline the calls will continue to be captured and streamed to the remaining Audio Connectors.
If the connection between Five9 and the Load Balancer/Audio Connectors goes down then the gRPC reconnection must be initiated from the Five9 VoiceStream Subscriptions page of the Five9 admin portal.
By default three Audio Connectors are available - the amount of Audio Connectors is a configurable option.
Multi Tenancy
The Five9 integration supports Multi-Tenancy, where call audio and metadata can be captured from multiple instances of Five9 at the same time. This is achieved by configuring separate Audio Connectors with the relevant information for the Five9 instance in the matching regions, this is to avoid data being transferred out of the region.
At the time of writing, Audio Connectors can be configured in Asia Pacific (Dubai) Asia Pacific (Mumbai), Asia Pacific (Singapore), Asia Pacific (Tokyo), Australia (Sydney), Europe (Frankfurt), United Kingdom (London), and US East (Ohio), however Authentication between Five9 and the Uniphore Audio Connector is only supported in the United States and Europe regions.