Skip to main content

Five9 Integration Guide

How to push data to a Voxjar from Five9 for transcription and QA

This guide will walk you through connecting your Five9 account to Voxjar via SFTP. This allows Voxjar to automatically pull and index your call recordings for AI analysis and quality monitoring.

Prerequisites

  • Access to the Five9 Administrator application.

  • Administrative permissions in your Voxjar portal.

Step 1: Initialize the Integration in Voxjar

  1. Log in to your Voxjar portal.

  2. Navigate to Integrations and select Five9.

  3. Choose a Nickname for this integration (e.g., "Main Call Center").

  4. Click Get SFTP Credentials.

IMPORTANT: Your unique SFTP Host, Username, and Password will be generated. Copy these down or keep the window open; you will need them in Step 3.

Step 2: Configure Five9 Recording Naming Convention

Voxjar relies on a specific file naming pattern to extract metadata from your recordings. In the Five9 Administrator program, go to Actions > Configure > Export Data tab.

Required Pattern Order

Add the following fields in the exact order shown below. For every item labeled "string_constant," set its value to a dash (-).

  1. Field: length

  2. string_constant: -

  3. Field: ivr_module

  4. string_constant: -

  5. Field: campaign_name

  6. string_constant: -

  7. Field: call_guid

  8. string_constant: -

  9. Field: agent_name

  10. string_constant: -

  11. Field: first_name

  12. string_constant: -

  13. Field: last_name

  14. string_constant: -

  15. Field: number

  16. string_constant: -

  17. Field: number2

  18. string_constant: -

  19. Field: disposition_name

  20. string_constant: -

  21. Field: id

  22. string_constant: -

  23. Field: created_date

  24. string_constant: -

  25. Field: created_time

  26. string_constant: -

  27. Field: skill_name

  28. string_constant: .wav

Example Resulting Filename:
​length-ivr_module-campaign_name-call_guid-agent_name-first_name-last_name-number-number2-disposition_name-id-created_date-created_time-skill_name.wav

IMPORTANT: Set your Time Zone field to Etc/UCT, UTC.

Step 3: Configure Export Rules and SFTP Destination

  1. In the Export Data tab, locate the Destination settings.

  2. Set the destination type to SFTP.

  3. Enter the credentials you generated in Step 1:

    • Host: (From Voxjar, e.g., sftp.voxjar.com)

    • User: (Your unique Voxjar username)

    • Password: (Your unique Voxjar password)

Troubleshooting

  • SFTP test fails: Double-check your SFTP credentials and wait overnight to see if files transfer successfully. This error can show even when credentials are correct.

  • Files not appearing: Double-check the SFTP credentials in Five9. Ensure no extra spaces were copied.

  • Missing Metadata: Verify the Recording File Name Pattern matches the list in Step 2 exactly.

Related Articles
NICE CXone Integration Guide
Did this answer your question?