Cloud Contact Center Software Five9 Plus Adapter for NetSuite Administrator s Guide April 2018 This guide describes how to install and configure the Five9 Plus Adapter for NetSuite, which enhances the NetSuite application with complete call center capabilities. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2018 Five9, Inc.
About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com. Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Five9 Plus Adapter for NetSuite Administrator s Guide
Contents What s New... v Chapter 1 Installing the Five9 Bundle... 1 Audience... 1 Installing the Five9 Bundle... 2 Chapter 2 Configuring Single Sign-On... 5 Microsoft Active Directory Federation Services... 5 Configuring Single Sign-On in AD FS... 5 Configuring a Relying Party Trust... 6 Configuring Assertion Consumer Service... 13 Configuring a Rule to Set the Federation ID... 14 Configuring Single Sign-On in the VCC Administrator Application... 18 Obtaining the Metadata... 18 Configuring Your Five9 Domain... 18 Adding a Federation or Persistent ID to Users... 20 Configuring the Browser... 20 Testing Single Sign-On... 21 Chapter 3 Configuring the Five9 Bundle in the NetSuite Application... 22 Configuring the Five9 Parameters... 22 Customizing Search Results... 23 Enabling Web Services for Five9 Users... 26 Enabling Telephony Integration... 27 Enabling Click-To-Dial... 28 Understanding NetSuite Search Results... 30 Mapping Fields to Synchronize Lists with Five9... 31 Chapter 4 Configuring the Five9 Options... 35 Synchronizing Five9 and NetSuite Lists... 35 Using Dialing Lists in the E.164 Format... 37 Displaying Call Variables to Agents... 38 Prioritizing Inbound Calls Over Record Preview... 41 Setting Domain Options... 41 Setting Campaign Options... 42 iii Five9 Plus Adapter for NetSuite Administrator s Guide
Chapter 5 Managing the Software for Your Agents... 44 Installing the Adapter... 44 Configuring the Browser... 45 Chrome... 46 Adding Exceptions... 46 Installing the Extension... 48 Installing and Configuring the Softphone Icon... 50 Troubleshooting the Softphone... 52 Firefox... 52 Adding Exceptions... 53 Enabling the Five9 Softphone Plug-In... 54 Installing and Configuring the Softphone Icon... 55 Internet Explorer... 57 Enabling Pop-Up Windows... 58 Enabling the Five9 Plug-In... 59 Installing and Configuring the Softphone Tool Bar... 60 Adding your Domains to Trusted Sites... 62 Configuring Optional Browser Features... 62 Safari... 64 Enabling Pop-Up Windows and Plug-Ins... 64 Enabling Cookies... 65 Installing the Extension... 66 Installing and Configuring the Softphone Toolbar... 66 Removing the Integration... 67 Removing the Adapter... 67 Windows OS... 68 Mac OS... 68 Clearing the Browser Cache... 68 Chrome... 68 Firefox... 70 Internet Explorer... 70 Chapter 6 Collecting Logs... 72 Browser Logs... 72 Chrome... 72 Firefox... 73 Internet Explorer... 74 Safari... 74 Softphone Log... 75 Application Log... 75 iv Five9 Plus Adapter for NetSuite Administrator s Guide
What s New Chapter 2 This table lists the changes made in the last releases of this document: Release Changes April 2018 September 2017 Added a system space installer to the softphone toolbar for Internet Explorer in Installing and Configuring the Softphone Tool Bar. For all third-party single sign-on applications, removed the statement about leaving as is the value of the Valid Until field when you configure single sign-on in your VCC Administrator application. You should ensure that the field contains the date and time of your certificate. August 2017 Updated the URLs for click to dial. This change requires at least bundle 0.18. July 2017 March 2017 October 2016 April 2016 Added an important note about PSTN stations. Added a note about Firefox 51. For more information, see Firefox. Added Displaying Call Variables to Agents. Added Configuring the Browser for single sign-on, which contains links to the specific configuration sections for each browser. Added to the agent s guide support for Five9 UC - Skype for Business. For more information, see Plus Adapter for NetSuite Agent s Guide and Configuring Five9 UC Adapter - Skype for Business in the Basic Administrator's Guide. Added an important note for each browser that your agents will use. You must remember to add the browser exceptions to your Group Policies. For more information, see Chrome, Firefox, and Internet Explorer. Added a note about a defect in To install the softphone, double-click the installer and click Run.. Added a note about a defect in Mac OS 10 with Safari 10. Added a section about removing the Mac OS softphone adapter. Initial release of the Plus Adapter for NetSuite. Released bundle 0.20. This update contains a custom feature that adds the call ID to the details of logged calls. v Five9 Plus Adapter for NetSuite Administrator s Guide
Chapter 1 Installing the Five9 Bundle This guide describes how to install and configure the Five9 Plus Adapter for NetSuite, which enhances the NetSuite application with complete call center capabilities. The Five9 activity information is displayed in NetSuite. For information about the supported browsers and general requirements, see the VCC Technical Requirements. You can use the adapter with Microsoft Internet Explorer, Mozilla Firefox, and Google Chrome. opened browser tabs and windows Important Each browser limits the number of parallel connections for each host. Because all opened tabs and windows share these connections, opening no more than five tab and browser windows will avoid performance issues associated with updating the Five9 adapter in multiple windows. This limitation applies whether the content of the windows (case, opportunity, or other) differs, or the windows are opened in different browsers (Firefox, Internet Explorer, or Chrome). For more information about the connection limits that apply to your browser and its versions, refer to your browser vendor. Audience To integrate Five9 and NetSuite, administrators must understand these elements: NetSuite administrator configuration. NetSuite implementation best practices. Five9 VCC administrator configuration. Five9 Configuration Web Services. Overall call center integration and configuration. 1 Five9 Plus Adapter for NetSuite Administrator s Guide
Installing the Five9 Bundle Installing the Five9 Bundle Installing the Five9 Bundle For the Plus adapter, you need Five9 Integration Bundle version 0.17 or higher. upgrading from a previous Five9 release Important If you are upgrading from a previous Five9 release, follow these steps only after you are notified by Five9 that your domain was migrated to the new release. You need to download and install a new Five9 Bundle, but you do not need to reconfigure your integration. 1 Log into your NetSuite account. 2 Under Customization, select SuiteBundler > Search and Install Bundles > List. 3 Click New. 4 Search for Five9 Integration Bundle or ID 14653. 2 Five9 Plus Adapter for NetSuite Administrator s Guide
Installing the Five9 Bundle Installing the Five9 Bundle 5 Click the name of the bundle. 6 In the preview page, click Install Bundle or Update Bundle, leaving the default options as they are. Note If you see no change after a few minutes, click Refresh at the bottom. When the bundle is installed, the Five9 Integration Bundle name appears in the list of installed packages. 3 Five9 Plus Adapter for NetSuite Administrator s Guide
Installing the Five9 Bundle Installing the Five9 Bundle 4 Five9 Plus Adapter for NetSuite Administrator s Guide
Chapter 2 Configuring Single Sign-On This chapter describes how to configure single sign-on user authentication with Microsoft Active Directory Federation Services (AD FS). AD FS enables you to synchronize authentication and authorization data between NetSuite and Five9 so that agents can use single sign-on (SSO) to access both systems simultaneously: If you enable single sign-on, your agents use only one set of credentials to automatically log into the adapter when they log into NetSuite. If you do not enable single sign-on, your agents must log into NetSuite and Five9 separately by using two sets of credentials. If you do not plan to use single signon, skip this chapter. Contact your Five9 support representative to request that your Five9 domain be enabled for the Plus applications. Microsoft Active Directory Federation Services Install and configure the basic features of Microsoft Active Directory Federation Services (AD FS), noting the domain name of the AD FS server. The domain name is the Identity Provider or IdP host that you will need when you configure single sign-on. Configuring Single Sign-On in the VCC Administrator Application Configuring the Browser Testing Single Sign-On Configuring Single Sign-On in AD FS Configuring a Relying Party Trust Configuring Assertion Consumer Service Configuring a Rule to Set the Federation ID 5 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring a Relying Party Trust This section describes how to create a relying party trust for Five9 in AD FS. 1 Open Server Manager. 2 Click the Tools tab at the top, and select AD FS Management. 3 In the navigation pane, open Trust Relationships. 4 Select Relying Party Trusts. In the central panel, you see the current trusts. 6 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 5 In the Actions pane on the right, click Add Relying Party Trust. The wizard opens. 6 Click Start. 7 In the Select Data Source step, select Enter data about the relying party manually, and click Next. 7 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 8 Enter the name that will appear in the Display Name column of the list of Relying Party Trusts, and click Next. 9 Select AD FS and click Next. 8 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 10 In the Configure Certificate step, click Next. 11 In the Configure URL step, click Next. 9 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 12 In the Configure Identifiers step, enter a relying party trust identifier in the field, and click Add and Next. Be sure that the URL matches your Identity Provider host: https://<idp host>/appsvcs/saml/metadata/alias/ns <Service Provider> is your Five9 host: app.five9.com or app.five9.eu. 13 In the Configure Multi-factor Authentication Now step, click Next. 10 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 14 In the Choose Issuance Authorization Rules step, click Next. 15 In the Ready to Add Trust step, click Next. 11 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 16 In the last step, disable the Open the Edit Claim Rules... option, and click Close. The relying party trust is added to AD FS. 12 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring Assertion Consumer Service The Assertion Consumer Service (ACS) handles the SAML response for identity initiated login when link is clicked. The Federation ID or other persistent ID that you select must match the ID that you will enter in the Federation ID field in the user s properties of the Five9 VCC Administrator application. 1 In the list of Relying Party Trusts of AD FS, right-click the trust that you created, and select Properties. 2 In the Endpoint tab, click Add SAML. 3 Add two ACS endpoints for your Identity Provider host with the same information, except for Binding: Endpoint type Binding SAML Assertion Consumer First endpoint: Artifact Second endpoint: POST Index 0 Trusted URL https://<service Provider>/appsvcs/saml/SSO/ alias/ns <Service Provider> is your Five9 host: app.five9.com or app.five9.eu. 13 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Click OK. This figure shows both endpoints in the properties window. 5 To exit the properties, click OK. Configuring a Rule to Set the Federation ID You can use any ID, such as the email address. 1 In the main AD FS window, select a Relying Party Trust in the list. A section for that trust appears in the Actions navigation pane on the right. 14 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 2 Click Edit Claim Rules, and Add Rule. 3 Select Send LDAP Attributes as Claims, and click Next. 15 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Enter or select this information: Claim rule name Attribute store Mapping of LDAP attributes to outgoing claim types Email Active Directory E-Mail-Addresses >> E-Mail Address 5 Click OK. 6 Again click Edit Claim Rules, and Add Rule. 7 Select Transform an Incoming Claim, and click Next. 16 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 8 Enter or select this information: Claim rule name Incoming claim type Outgoing claim type Outgoing name ID format Transform Email to email E-Mail Address Name ID Email 9 Click Finish. 10 In the list of claim rules, click Apply. 17 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring Single Sign-On in the VCC Administrator Application You need to enable your agents and your domain in the VCC Administrator Application. Obtaining the Metadata Configuring Your Five9 Domain Adding a Federation or Persistent ID to Users Obtaining the Metadata The information that you will enter in the VCC is located in this XML file that you need to download: https://<idp host>/federationmetadata/2007-06/federationmetadata.xml Prepare the X509 certificate that you will need to enter in the VCC as follows: 1 Copy the hash in the X509Certificate element to a file as follows: -----BEGIN CERTIFICATE----- <hash from X509Certificate> -----END CERTIFICATE----- 2 Save the file with the CER extension. Configuring Your Five9 Domain To enable single sign-on in your Five9 domain, complete these fields with the information in the metadata file. 1 Log into the VCC Administrator s application. 18 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 2 Select Actions > Configure > Single Sign-On. 3 Enter the information from the metadata file in the fields. Do not import the file. Field Issuer URL SingleSignOnService HTTP-POST Binding URL SingleSignOnService HTTP-Redirect Binding URL Description Located in the entityid attribute of the EntityDescriptor element. URL of the IdP host, starting with the server name Located in the location attribute of the SingleSignOnService element. Main login address for your domain, starting with the IdP host name. Located in the location attribute of the alternate SingleSignOnService element. Alternate login address for your domain, starting with the IdP host name. X.509 certificate Format of the public key. The field may remain blank after you upload the file. Valid Until Default NameID Format Expiration date and time of the certificate in the specified time zone. Format of the Name ID: urn:oasis:names:tc:saml:1.1:nameidformat:emailaddress 19 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Click Save. Adding a Federation or Persistent ID to Users The value in this field is synchronized with the value in your CRM. 1 In the Administrator s application, open Users. 2 Open a user s name. 3 In the Federation ID field of the General tab, enter the agent s Five9 user name or another name reserved for single sign-on. In this figure, the Federation ID matches the Five9 user name. 4 Click Save. Configuring the Browser The final step is to add the login URL of your IdP host to the browsers that your agents will use. For instructions, see the browser configuration sections: Chrome: Installing and Configuring the Softphone Icon 20 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring Single Sign-On Microsoft Active Directory Federation Services Firefox: Installing and Configuring the Softphone Icon Internet Explorer: Installing and Configuring the Softphone Tool Bar Safari: Installing and Configuring the Softphone Toolbar Testing Single Sign-On When SSO is configured, an additional login button labeled SSO Login appears below the standard login button in the agents softphone. 1 Log out of the adapter and of your CRM. 2 Log into your CRM with the user name that you configured for single sign-on. Depending on your configuration, you see the login or the station setup window: 3 Click SSO Login or set up your station. 21 Five9 Plus Adapter for NetSuite Administrator s Guide
Chapter 3 Configuring the Five9 Bundle in the NetSuite Application This chapter describes the required configuration in these sections: Configuring the Five9 Parameters Enabling Web Services for Five9 Users Enabling Telephony Integration Enabling Click-To-Dial Understanding NetSuite Search Results Mapping Fields to Synchronize Lists with Five9 Configuring the Five9 Parameters Follow these steps to select and customize the Five9 parameters. 1 Click Customization > Lists, Records, & Fields > Record Types. 2 In the list, click Five9Parameters. 22 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Customizing Search Results 3 Enable inline editing. 4 Click Save. Customizing Search Results 1 Click Customization > Scripting > Workflows. 23 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Customizing Search Results 2 Click Customize View. The fields netsuiteusername, netsuitepassword, netsuiteaccountid, and five9servleturl are necessary only to import saved searches. 24 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Customizing Search Results 3 In the Results tab, click Add Multiple. 4 Click Five9 Parameter Key and control-click Five9 Parameter Value. 5 Click Save. The list of Five9Parameters reappears. 6 Click Edit next to the fields that you need to customize. This example shows the five9password field customized with an example Web service password. 25 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Enabling Web Services for Five9 Users 7 Click Save. Enabling Web Services for Five9 Users The users credentials are synchronized between Five9 and NetSuite: when agents log into Five9 with their NetSuite credentials, the Five9 Adapter uses these credentials to log into NetSuite Web services to save call disposition, call logs, and other information. Therefore, be sure to give to agents a role that grants them access to the NetSuite Web services. By default, the Web services permission is enabled in the roles defined in your NetSuite account. To verify that the roles assigned to your Five9 users have the correct Web services permission, follow these steps. Otherwise create the roles that you need. 1 Click Setup > Users/Roles > Manage Roles. 2 Click Edit or Customize next to the role for Five9 users, or click New Role. 3 Select the Permissions > Setup tabs. 26 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Enabling Telephony Integration 4 In the Permission menu, ensure that Web Services is set to Full. 5 Click Save. Enabling Telephony Integration This feature enables agents to configure and use Click-to-Dial to initiate a call by clicking a phone number in NetSuite. The contact or lead is linked to the call so that the combined objects appear in the call logs. 1 Click Setup. 2 Open Company, and click Enable Features. 27 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Enabling Click-To-Dial 3 Click the SuiteCloud tab. 4 At the bottom of the page, check Telephony Integration. 5 Click Save. Enabling Click-To-Dial You need to enable this feature if you want your agents to click phone numbers to make call. To perform this step, you must have the Five9 domain ID provided by Customer Support. 1 In the home page, select Dashboard > Set Preferences. 28 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Enabling Click-To-Dial 2 Select the Telephony tab. 3 Under Telephony Option, select CTI and enter the URL of your data center: URLs COM: /app/site/hosting/scriptlet.nl?script=customscriptfive9_ click2dial&deploy=customdeployfive9_click2dial&number={phone} EU: /app/site/hosting/scriptlet.nl?script=customscriptfive9_ click2dial&deploy=customdeployfive9_click2dial&f9_fdm_ host=app.five9.eu&number={phone} 29 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Understanding NetSuite Search Results Understanding NetSuite Search Results Search results are pop-up windows that display call information: Outbound calls: the result contains the customer s call record sent to the dialer. Inbound calls: the search is determined by the ANI, a contact field, or a call variable. The result contains information such as the caller ID, ANI, DNIS, and information entered from an IVR system. Note This feature does not apply to Click-to-Dial. You cannot search for queued, parked, and internal calls. Searches for transferred calls and calls retrieved from park are performed according to the type of the call, such as outbound or inbound. You can search by using the netsuite_id and variables for all types of calls: predictive, progressive, autodial, manual, and test. A pop-up window appears if the search result contains at least one item. Search options are listed below in order of precedence, starting with the preferred option: 1 netsuite_id in the NetSuite call variables: This parameter is used by default for all searches. To find your netsuite_id, click Setup, open Integration, and click Web Services Preferences. Your netsuite_id is your Account ID. 30 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Mapping Fields to Synchronize Lists with Five9 2 Variable or set of variables in the format NSObject.ObjectField=value in the NetSuite call variables. 3 netsuite_id in the CRM contacts. 4 Variable or set of variables in the format NSObject.ObjectField=value in the CRM contacts. 5 Phone number: This number is used only if none of the above parameters are present. Outbound calls: DNIS number. Inbound calls: ANI number. Preview calls: Preferred number. Mapping Fields to Synchronize Lists with Five9 Ensure that the script is correctly deployed, that it is enabled for all users, and that contact fields are mapped to your needs. 1 Select Customization > Scripting > Scripts. 31 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Mapping Fields to Synchronize Lists with Five9 2 In the list, click Edit next to Five9FieldMappingUI. The details of the script appear. 3 Select the Deployments tab. 4 Click Five9 Field Mapping. 32 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Mapping Fields to Synchronize Lists with Five9 5 Click Edit. By default the STATUS field is set to Testing. In this case, the script is executed only for the script s owner. a In the Status menu, select Released. b c In the Audience tab, give access to the correct roles by checking Select All or by entering specific roles and groups. Click Save. In the Script Deployment page, the status is now Released. 6 Click the URL link. 33 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Bundle in the NetSuite Application Mapping Fields to Synchronize Lists with Five9 7 Modify the default field mapping configuration to suit your needs. You can add, modify, or remove contact field mappings. 8 When done, click Save. 34 Five9 Plus Adapter for NetSuite Administrator s Guide
Chapter 4 Configuring the Five9 Options This chapter describes how to use the Five9 VCC features in your NetSuite application. Synchronizing Five9 and NetSuite Lists Using Dialing Lists in the E.164 Format Displaying Call Variables to Agents Prioritizing Inbound Calls Over Record Preview All custom fields and variables support the UK and Euro currencies. PSTN station Important Agents and supervisors who log into a PSTN station or forward calls between sessions may incur high long-distance fees. Therefore, be sure to give permission only to the appropriate users. Synchronizing Five9 and NetSuite Lists This section is optional. Follow these steps only if you want to synchronize your Five9 and NetSuite lists. This feature enables you to ensure that inbound calls are logged in NetSuite whether contact records already existed or were created by agents during calls. After the call disposition is set, the call object created in NetSuite contains the data added to NetSuite reports. The call log can contain this and other information about the agent and the call. In this section, you create a Contact Field in the Five9 VCC. This netsuite_id can be sent by NetSuite to Five9 when customers, leads, and contacts are merged with a Five9 dialing list. To synchronize data, you must have a netsuite_id contact field in the Five9 VCC. 1 Log into your VCC administrator account. 2 Open Contacts. 35 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Options Synchronizing Five9 and NetSuite Lists 3 Right-click Fields, and select Add Contact Field. 4 In the properties window, configure the field as follows: Elements Values Name netsuite_id Map the Field to None Display as Do Not Display Data Type String 36 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Options Using Dialing Lists in the E.164 Format 5 Click Apply and Save. Using Dialing Lists in the E.164 Format If your domain is not enabled for the E.164 format for international phone numbers, your agents must enter 10 digits to conform to the North American Numbering Plan. This section does not apply to you. If your domain is enabled for the E.164 format, your agents need to enter phone numbers for all calls according to your configuration: in your national format or up to 15 digits, starting with the plus (+) sign and the country code. The E.164 format is used to route calls, process lists, and display numbers in your applications and reports. When you upload a list, all non-numeric characters, such as dots, dashes, spaces, and parentheses, and the country prefix are removed. Numbers are stored in the E.164 format, starting with the plus sign. You may also configure in the VCC a national phone number format. In this case, you can upload lists that contain numbers in E.164 format, in your national format, or both. If you do not specify a format, the VCC uses the E.164 format for all numbers. For more information, see the Basic Administrator s Guide. For example, if you operate in the UK, these numbers are processed as follows: 37 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Options Displaying Call Variables to Agents Phone number format How the number is processed International format 1 Belgium phone number is added to a list: 0032.20.3456.7899 2 Phone number is processed in VCC: International prefix (00) and non-numeric characters are removed. Plus sign is added. 3 Stored number: +322034567899 National format 1 UK phone number is added to a list: 02034567899 2 Phone number is processed in VCC: National prefix (0) and non-numeric characters are removed. UK country code and the plus sign are added. 3 Stored number: +442034567899 No specified format Number stored in E.164 format. Displaying Call Variables to Agents Call variables are custom fields that store call data, which enables you to display the most appropriate interaction and record information to agents. Use call variables directly in voice interactions and in connectors for multi-channel interactions. You may use system or custom variables. This example describes how to display to agents the queues to which inbound calls are routed by adding a call variable to the layout of a new or existing campaign profile. This section applies only to voice interactions. You cannot display call variables of the Customer group. 1 Open Campaign Profiles. 2 In a campaign profile, add the Call.skill_name variable to the layout. a Open or create a campaign profile. b Select the Layout tab. c Select Custom Campaign Settings. 38 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Options Displaying Call Variables to Agents d e f Click Add. Select Call Attached Variable. Select Call.skill_name. g h Click OK. The variable is displayed in the list of the Layout tab. If appropriate, enable Enforce Users to View Call Variables at the bottom. Important Even though the heading for this option is CTI Web Services, the option applies also to the Plus Application. 39 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Options Displaying Call Variables to Agents i - Enabled: Call variables are always shown to agents. - Disabled: Call variables are shown to agents only if they enable Show Call Attached Variables in their softphone settings. Click Apply. If the campaign profile is currently used by a campaign, your changes are applied immediately. If the campaign profile is not yet used by a campaign, go to step 3. 3 Assign the profile to an inbound campaign. a Open the properties of the campaign. b In the Campaign Profile section of the General tab, click Advanced mode. c Select a campaign profile. d Click Apply and Save. 4 If appropriate, ensure that your agents enable Show Call Attached Variables in their adapter. In their adapter, this feature is located in Settings > General tab; the data associated with the variable is displayed in the call information section of the softphone. 40 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Options Prioritizing Inbound Calls Over Record Preview Softphone Settings General tab Option: Show call variables Active call Call information Call variables displayed Prioritizing Inbound Calls Over Record Preview This feature applies to outbound campaigns that have the Preview dialing mode. To ensure that inbound calls are always delivered to agents as quickly as possible, you may require that your agents answer phone calls while they are previewing outbound contacts. If no other agents are available, one or more of these types of calls or voicemail messages may interrupt agents: Outbound, inbound, and autodial calls Calls transferred to skills, campaigns, and agents Conference calls to skills and agents Internal calls to skills and agents Skill voicemail messages and callbacks If available, the record associated with the interrupting phone call or voicemail is displayed. Agents have these options: Process the call or voicemail completely. Afterward, they are returned to the contact record that they were previewing, with the preview timer reset to 0. Process the call or voicemail. However, before assigning a disposition, they may select a Not Ready reason code to avoid being interrupted by other calls until they have finished processing the record that they were previewing. While agents are handling the call, the record preview remains in their queue. They must finish processing the record preview. Agents who have accepted to call a previewed contact cannot be interrupted. Setting Domain Options Global settings apply to all outbound campaigns in Preview dialing mode in your domain. 1 Log into your Five9 VCC Administrator s application. 41 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Options Prioritizing Inbound Calls Over Record Preview 2 Select the Actions > Other tab. 3 In the Preview Campaign Interrupt Options section at the bottom, select whether Calls (including transfers) and/or Skill Voicemail should interrupt call previews. 4 Click Save and Exit. Setting Campaign Options Campaign settings either confirm or override the global settings. 1 In the navigation pane of your Five9 VCC Administrator s application, open Campaigns. 2 In each outbound campaign in preview mode, select the Dialing Options tab. 42 Five9 Plus Adapter for NetSuite Administrator s Guide
Configuring the Five9 Options Prioritizing Inbound Calls Over Record Preview 3 In the Preview Campaign Interrupt Options section at the bottom, select your options: Inherit Domain Settings: This option confirms the global setting. Calls (including transfers) and/or Skill Voicemail. 43 Five9 Plus Adapter for NetSuite Administrator s Guide
Chapter 5 Managing the Software for Your Agents This chapter describes how to configure your agents browser. If you want to allow your agents to prepare their browser, forward to them the instructions for the appropriate browsers. You can use the adapter with Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari. For detailed information about the supported browsers, see the VCC Technical Requirements. The Five9 softphone supports system and agent spaces: System space: You may prepare the browsers and install the softphone remotely by using Windows Group Policy or Mac Active Directory. Agent space: When agents log into the softphone for the first time, they may download it and any additional software required for your integration. Installing the Adapter Configuring the Browser Removing the Integration Installing the Adapter If you currently using the previous Five9 Adapter for NetSuite, you may install the new Five9 Plus Adapter for NetSuite without first removing the existing adapter.install the softphone with the system space installer. Even if your agents use more than one browser and if you use more than one Five9 product, you need to install the softphone only once because the installers are identical: Windows: The file name is Five9Softphone.msi. Mac: The file name is Five9Softphone.dmg. Important Be sure that your firewall and other security software does not block the installation of the Five9 softphone. 44 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 1 To install the softphone, double-click the installer and click Run. The process may take a couple of minutes. 2 When done, click Finish. Occasionally, the softphone adapter may need to be updated. Five9 recommends that you do not prevent your agents from installing the automatic softphone and add-on updates because your agents are prevented from working until the updates are installed. To prevent installation problems for your agents, ensure that they have permission to do so if they will use the softphone and install the adapter at least once to resolve any potential issues due to your browser, firewall, and operating system. Configuring the Browser Chrome 45 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser Firefox Internet Explorer Safari Chrome You need to add exceptions to the browser and install and configure the adapter. Adding Exceptions Installing the Extension Installing and Configuring the Softphone Icon Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. If you use Mac OS and Chrome 53, connectors do not open. Be sure to update the browser. Adding Exceptions Add exceptions for Five9 and NetSuite so that notifications can appear in the adapter. 1 Click the Chrome menu in the top-right corner of the browser. 2 Select Settings. 3 At the bottom of the Settings tab, click Show Advanced Settings. 46 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 4 In the Privacy section, click Content Settings. 5 In the Cookies section, ensure that Allow local data to be set is selected. 6 Scroll down to Pop-ups. 7 Click Do not allow any site to show pop-ups. 47 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 8 Click Manage exceptions. 9 Add these exceptions, ensuring that the selected behavior is Allow: [*.]five9.com or [*.]five9.eu [*.]netsuite.com 10 Click Done, Done, and close the Settings tab. Installing the Extension Note If your agents have permission to access multiple domains, you need to install one extension for each domain. 48 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser You may install the extension from the Chrome Web store now, or you may allow agents to install it when they log into the adapter for the first time. In this last case, agents will be prompted to reinstall the extension when an update is available. Chrome Web Store. Click this link to the extension in the Chrome Web store. 1 Click Add to Chrome. 2 Click Add. After the extension is installed, the button changes from blue to green. 49 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser Chrome Extension File. To distribute the extension to your agents workstations, save the CRX file. For instructions about distributing the extension, see Extensions: Other Deployment Options in the Chrome Developer Center. This option does not appear in the agent s guide. Installing and Configuring the Softphone Icon This icon opens the softphone adapter. The extension is updated automatically when a new version is added to Chrome Web store. In this case, agents are prompted if an action is required. 1 To install the toolbar icon, click this link to the Chrome store or click Chrome in step 6 of the CRM download page. 2 Click Add to Chrome. 3 Click Add. 50 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser The Five9 icon appears in the browser toolbar. 4 Right-click the Five9 icon, and select Options. 5 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: https://<idp host>/adfs/ls/idpinitiatedsignon.aspx Your agents will use this URL to log into your CRM and the adapter. 51 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 6 Click Save, and close the browser tab. 7 To open the adapter, click the icon. Troubleshooting the Softphone If the softphone appears connected in one browser window but disconnected in another, refresh the page of the window in which the softphone is disconnected. Refresh all pages after you install or remove an extension. Firefox Add exceptions to the browser and install and activate the adapter. Adding Exceptions Enabling the Five9 Softphone Plug-In Installing and Configuring the Softphone Icon Important This issue does not occur when you install Firefox for the first time. If you use or will upgrade to Firefox 51, follow these steps to prevent or resolve display issues with drop-down menus: 1 Uninstall and reinstall Firefox, or update Firefox as usual. 2 Start Firefox. 3 Refresh Firefox. 4 Reinstall your extensions and other add-ons. 52 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser Adding Exceptions Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. Add exceptions for Five9 and NetSuite so that notifications can appear in the adapter, and install and activate the adapter. 1 Click Tools or the menu button in the top right corner, and select Options. Depending on the version of your browser, the Options menu opens either in a Windows menu or in a browser tab. However the features are the same. 2 Select the Content tab. 3 Check Block pop-up windows, and click Exceptions. 53 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 4 Add these exceptions, ensuring that the selected behavior is Allow: five9.com or five9.eu [*.]netsuite.com 5 Click Save Changes. 6 Depending on your browser version, close the tab or click OK to close the settings window. Enabling the Five9 Softphone Plug-In Perform this procedure after the adapter is installed. 1 Click Tools > Add-ons. 54 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 2 Click Plugins. 3 Locate Five9 Softphone Plugin, and select Always Activate if it is not already selected. 4 Depending on your browser version, close the tab or click OK. Installing and Configuring the Softphone Icon This icon opens the softphone adapter. 1 In step 6 of the CRM download page, click Firefox. 55 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 2 Click Allow. 3 Click Install. The icon that you will click to open the adapter appears in the browser toolbar. 4 To configure the extension, select Tools > Add-ons > Extensions. 5 Click Options. 6 Click Edit. 56 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 7 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: https://<idp host>/adfs/ls/idpinitiatedsignon.aspx Your agents will use this URL to log into your CRM and the adapter. 8 Click Apply. 9 Refresh your browser. 10 To open the adapter, click the icon. Internet Explorer At a minimum, you need to enable pop-up windows, and if agents see error messages, complete the appropriate other sections. Note To delete characters in a text field, such as in the login window and a phone number, you must use the Backspace key on your keyboard. You cannot use the Delete key. Enabling Pop-Up Windows Installing and Configuring the Softphone Tool Bar Configuring Optional Browser Features 57 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser Enabling Pop-Up Windows Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. You must add exceptions for Five9 and NetSuite so that notifications can appear. 1 Select Tools > Internet Options. 2 Click the Privacy tab. 3 Check Turn on Pop-up Blocker, and click Settings. 4 Add these exceptions: *.five9.com or *.five9.eu *.netsuite.com 58 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 5 Click Close, and OK. Enabling the Five9 Plug-In Verify that the plug-in is enabled. 1 Select Tools > Manage Add-ons. 2 In the Status column, if the plug-in is not enabled, click the plug-in. 3 In the plug-in section at the bottom, click Enable. 59 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 4 If more than one plug-in is installed, choose whether to enable the other plug-in. 5 Click Close. Installing and Configuring the Softphone Tool Bar Install the Tools menu item that opens the softphone adapter. The download is a system space installer. 1 In step 6 of the CRM download page, click Internet Explorer. 2 Click Run. 60 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 3 In the Setup Wizard, click Next twice, and when done, click Close. 4 Refresh the browser. 5 Select Tools> Five9 IE Toolbar Settings. 6 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: https://<idp host>/adfs/ls/idpinitiatedsignon.aspx Your agents will use this URL to log into your CRM and the adapter. 7 Click Apply. 8 Refresh the browser. 61 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 9 To open the adapter, select Tools > Five9 Plus Adapter for NetSuite. Adding your Domains to Trusted Sites If you use Internet Explorer 11 with single sign-on, follow these steps. 1 Select Tools > Internet Options. 2 Select the Security tab. 3 Select Trusted Sites. 4 Click Sites. Microsoft Dynamics CRM host 5 Add these domains to the list: Your Five9 host (five9.com or five9.eu) Your AD FS host For example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/ IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com. 6 Click Close. Configuring Optional Browser Features Follow these steps only if error messages are displayed. Disabling Protected Mode Disabling Protected Mode. By default, Protected Mode is enabled for the Internet, Local Intranet, and Restricted Sites zones. If it is enabled for the Web site opened in the 62 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser current tab, an error message states that the Five9 adapter cannot run. To disable Protected Mode, follow these steps. 1 Select Tools > Internet Options. 2 Select the Security tab. 3 If you are using Internet Explorer 11, select Trusted Sites. 4 Click Sites. 5 Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD FS host. For example, if your AD FS login URL is https://idp.mycompany.com/adfs/ls/ IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com. 6 Click Close. 7 Select a Web content zone, and disable Enable Protected Mode. 63 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser Safari Enable pop-up windows, plug-ins, and cookies in the Safari Preferences, and install an extension. Enabling Pop-Up Windows and Plug-Ins Enabling Cookies Installing the Extension Installing and Configuring the Softphone Toolbar Enabling Pop-Up Windows and Plug-Ins By default, your browser prevents pop-up windows. You must disable this feature. 1 Click Security. 64 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser 2 Disable Block pop-up windows. 3 Enable Allow Plug-ins and click Website Settings. 4 For the Five9 Softphone Plugin, select Allow Always, and Click Done. Enabling Cookies By default, the browser limits cookies to only the pages that are visited. This feature prevents logging into the Plus Adapter for NetSuite the first time. 1 Click Privacy. 2 In Cookies and website data, click Always allow. 65 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Configuring the Browser Installing the Extension Safari extension Note If your agents have permission to access multiple domains, you need to install one extension for each domain. To distribute the extension to your agents workstations, download and save the Five9Softphone.safariextz file. However, agents can install the extension when they log into the adapter for the first time. When an update is available, a notification appears in the softphone. Installing and Configuring the Softphone Toolbar Install the Tools menu item that opens the softphone adapter. 1 In step 6 of the CRM download page, click Safari. 2 Follow the installation instructions. 3 In Safari, select Preferences and the Extensions tab. 66 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Removing the Integration 4 In the left pane, select the extension. 5 Depending on the location of your data center, select COM or EU, and choose one of these options: If you did not configure single sign-on for your domain, leave the fields blank. If you configured single sign-on for your domain, enter the login URL of your IdP host in this format: https://<idp host>/adfs/ls/idpinitiatedsignon.aspx Your agents will use this URL to log into your CRM and the adapter. 6 Close the Extensions window. Removing the Integration Be sure that the user has logged out of the adapter and that the browser is closed. Removing the Adapter If you need to remove the softphone adapter, follow these steps. However, if you installed an extension for the Chrome or Safari browser, the extension remains. 67 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Removing the Integration Windows OS Follow these steps: 1 Click Start > Control Panel > Programs > Uninstall a Program. 2 In the list of programs, select Five9 Softphone and click Uninstall. 3 Click Yes to confirm. 4 When done, close the control panel. Mac OS To remove the softphone, use this script, which is located inside the installation image: 1 Install the softphone either from the customer portal or from the link displayed in the Plus application if an update is required when you log in. 2 Run this script at your terminal: /Volumes/Five9\ Softphone\ Installer/.content/uninstall.sh Clearing the Browser Cache The login window for the adapter still appears, but the softphone is no longer installed: if you try to log in now, the installation process starts again. Chrome 1 Click the Chrome menu in the top-right corner of the browser. 2 Select More Tools > Clear browsing data. 68 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Removing the Integration 3 Select the amount of data that you want to delete, such as the beginning of time to delete everything. 4 Check the boxes for the types of information that you want to remove. 5 Click Clear browsing data. 69 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Removing the Integration 6 Close the Settings tab. Firefox 1 Click Tools > Options > Advanced > Network. 2 Click Clear Now twice. 3 Depending on your browser version, close the tab or click OK to close the settings window. Internet Explorer 1 Click the cog in the top right corner > Safety > Delete browsing history, or press Ctrl+Shift+Delete. 70 Five9 Plus Adapter for NetSuite Administrator s Guide
Managing the Software for Your Agents Removing the Integration 2 Check the appropriate boxes, and click Delete. 71 Five9 Plus Adapter for NetSuite Administrator s Guide
Chapter 6 Collecting Logs This chapter describes how to collect logs from the workstation of agents who use the Five9 Plus applications: Browser Logs Softphone Log Application Log Logs are always displayed in UTC. Browser Logs Chrome Firefox Internet Explorer Safari Chrome Follow these steps to locate the console logs. 1 In Chrome, click the menu icon in the top-right corner of the browser. 2 Select More Tools > Developer Tools. 3 In the browser console, select the Network tab, WebSockets, WS, and Frames. 72 Five9 Plus Adapter for NetSuite Administrator s Guide
Collecting Logs Browser Logs 4 Select the Console tab. 5 Click the filter, and select the items that you want, such as errors and warnings. Firefox Follow these steps to locate the console logs. 1 Open the console: Ctrl+Shift+J. 2 Click and select the objects that you want. 73 Five9 Plus Adapter for NetSuite Administrator s Guide
Collecting Logs Browser Logs Internet Explorer Follow these steps to locate the console logs. 1 To open the console, press F12. 2 Select the console tab. Safari Follow these steps to locate the console logs. 1 To enable Web Inspector in the browser toolbar, open the Safari preferences. 2 Select the Advanced tab. 3 Enable Show Develop menu in menu bar. 74 Five9 Plus Adapter for NetSuite Administrator s Guide
Collecting Logs Softphone Log 4 To access the Web Inspector, click the Develop menu in the menu bar, or press Command-Option-I. 5 Select console. Softphone Log You or Five9 Customer Support may request these files, which contain information about the adapter. Softphone logs are saved in the agent s computer for four days before being deleted. Log files are located in these folders: Windows: %appdata%\five9\logs\websoftphone MAC: ~/Library/Application\Support/Five9/Logs/websoftphone Application Log All actions performed by agents are saved in logs that can be used to troubleshoot problems with their station. You or Five9 Customer Support may request application logs to troubleshoot issues. By default, all agents can collect logs that apply to voice and text interactions and send a basic report. These logs contain the events that occur during the agent s current session because logs are not saved when the agent closes the browser. The log window gathers all available information. The process takes 30 60 seconds. During that time, if you click Stop Logging or close the window, the content that has been logged so far is not saved, but the rest of the session information is retained unless the session has timed out. The log is complete when no more information is added. These logs are located in the softphone. 75 Five9 Plus Adapter for NetSuite Administrator s Guide
Collecting Logs Application Log 1 In the Help menu, click Start Logging. 2 To save the content that you need to send to Customer Support, click Download. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, 2015 4_14 PM.txt. The file is saved in your default download folder. You may redirect the softphone logs to a custom directory. To do so, set the F9_ SOFTPHONE_LOG_DIR environment variable in the agent s workstation. For example, you may redirect the logs to a NAS share mounted in the agent s workstation. For more information about logs, see Reporting Problems in the Plus Adapter for NetSuite Agent s Guide. 76 Five9 Plus Adapter for NetSuite Administrator s Guide