Connecting an AI phone agent to Five9
Five9 is a cloud contact centre platform. By default you connect Tibinet's AI agent by forwarding calls from your IVR script to the agent's phone number. If your Five9 set-up can route to an external SIP destination, a SIP connection is also possible.
Five9 and the AI agent
Five9 offers BYOC for customers who want to keep their own carrier. Whether a route to an external SIP destination is possible in your set-up is something to discuss with Five9. That is why forwarding to a phone number is the default route.
How the integration works
| Call forwarding (default) | SIP route (after checking with Five9) | |
|---|---|---|
| To the agent | An IVR script forwards to a phone number of the agent | A route from Five9 to the SIP address we give you |
| Back into Five9 | The agent transfers to a number that lands on a campaign or skill in Five9 | The same, over the SIP route |
| Transfers | Cold, to a phone number | Cold, warm with 1 or 2, REFER as an option |
What your administrator does
Get the agent's number
We give you a phone number for the agent, either new or ported from your current provider.
Update the IVR script
Have the IVR script forward to the agent's number at the point you choose.
Inbound number for the way back
Set up an inbound number that lands on the right campaign or skill in Five9, and agree that number with us.
Test
Call your own number, follow the route to the agent and check whether the caller's number comes through.
Transfers
With call forwarding, the agent makes a cold transfer to a phone number. Warm transfers with a summary and 1 or 2 only apply to a SIP route. Read more about forwarding calls to the agent's phone number.
Points to watch
- Forwarding will probably use minutes, depending on your Five9 contract.
- Whether the caller's number comes through depends on how Five9 forwards the call. Check it in a test.
- We do not provide an integration in the Five9 agent desktop. This is a telephony connection.
Would you rather move your telephony to Tibinet entirely? See hosted business telephony. Related contact centre platforms: Genesys Cloud CX and Talkdesk. All platforms are listed in the integrations overview.
Connecting Five9 to the AI agent?
Leave your details. We will call you back and work out the route that fits your Five9 set-up.
Five9 is a trademark of Five9. Tibinet is not a partner of, or affiliated with, Five9.
Frequently asked questions
Forwarding calls to a phone number of the agent.
Yes, by transferring to a number that lands on that queue in Five9.
No. This is a telephony connection.
Probably, depending on your Five9 contract.
Only over a SIP route. With forwarding to a number, transfers are cold, to a phone number.
Call me back
Leave your name and number. We will call you back at a time that suits you.