Specification and Requirements

This topic contains specifications and requirements to enable call recording for Five9. Only specifications relevant to this Five9 integration are listed here.

Prerequisites

Prerequisites – Customer Specific

The following Five9 requirements must be met in order to capture call audio and metadata.

At least one Five9 Instance has been deployed.
Administrator credentials for the Five9 Administration Console - used to set up authentication and subscription flows.
Determine which calls to add to the subscription, either All Calls (excluding agent-to-agent calls or calls that agents have transferred to third party destinations), specified Campaigns, or specified Agents - this will determine which calls are streamed to the Audio Connector, see the Five9 documentation on creating subscriptions for partner apps here.

Prerequisites – Uniphore Specific

This Integration Guidelines topic assumes that:

A Tenant has been configured for the customer in Uniphore's Cloud Admin portal.
Communication Recording Agent has been deployed for the customer in Uniphore's Cloud Admin portal.

Call Recording Capabilities

Call Metadata

Integration Dependent Features

Communication Recording Agent	Five9
Recording
Supported Media	Audio
Max Supported Channels	No known limitation
Mono/Stereo Recording	Stereo (Five9 sends mono audio streams for each channel, these streams are combined to provide stereo audio in the Communication Recording Agent application)
Record Internal Calls	N
Record Encrypted Calls	N/A
Supported Codecs	PCM16 at a sample rate of 8k
Single Call Through Hold *	Y
Device Enablement *	Configurable - See Five9 Recording Control for more information.
Silence Suppression *	N
Discard Call on Silence	N
Audio Connector
Recommended Resiliency Model	N+3
Communication Recording Agent
Linked Calls	N
Blocklist	N
Screen Recording	N
Other Features
Requires CTI Feed to Record	N/A

* Just to clarify a few features:

Single Call Through Hold: When a call is put on hold the recording appears as a single recording or is split into multiple calls. If supported by the SRC, this will be supported by the integration, otherwise this is not supported.

Device Enablement: Indicates if new devices are automatically enabled or disabled for recording. Configurable – default is automatically enabled.

Silence Suppression: Recording of silence is suppressed. Only supported for the G.711 Codec. Not supported for SRTP.

Note

Features highlighted Y above are supported by Communication Recording Agent. Certain features may not be supported by the telephony platform. For example, a trunk gateway is unlikely to send internal calls to the Collector.

Tested Configuration

Integration testing of a basic interop between Five9 and Communication Recording Agent (Audio Connector) has been performed. There are no known compatibility limitations for this integration with other recording types.

In this section:

Uniphore Help Center Portal

Specification and Requirements

Prerequisites

Prerequisites – Customer Specific

Prerequisites – Uniphore Specific

Call Recording Capabilities

Call Metadata

Note

Integration Dependent Features

Note

Tested Configuration

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