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
Log in to your Voxjar portal.
Navigate to Integrations and select Five9.
Choose a Nickname for this integration (e.g., "Main Call Center").
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 double underscore (__).
Field: length
string_constant: __
Field: ivr_module
string_constant: __
Field: campaign_name
string_constant: __
Field: call_guid
string_constant: __
Field: agent_name
string_constant: __
Field: first_name
string_constant: __
Field: last_name
string_constant: __
Field: number
string_constant: __
Field: number2
string_constant: __
Field: disposition_name
string_constant: __
Field: id
string_constant: __
Field: created_date
string_constant: __
Field: created_time
string_constant: __
Field: skill_name
string_constant: .wav
Warning: Be sure that none of your campaign names, skill names, agent names, etc. contain double underscores (__) or it will interfere with file name parsing and assign the wrong values to your metadata filters.
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
In the Export Data tab, locate the Destination settings.
Set the destination type to SFTP.
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 provided by Voxjar. Ensure no extra spaces were copied.
Files not appearing: Double-check the SFTP credentials in Five9. Ensure no extra spaces were copied. Ensure that you have created Auto Import rules.
Missing Metadata: Verify the Recording File Name Pattern matches the list in Step 2 exactly. Confirm that none of your campaigns, skills, agent names, etc. contain double underscores.