Purpose:

This Support Doc describes how to configure Five9 VoiceStream to enable Voice AI audio acquisition through a Pega application.

Use it in conjunction with information about implementing Five9 in the Voice AI chapter of the Pega Customer Service Implementation Guides for Constellation and UI Kit.

About Five9 VoiceStream:

Five9 VoiceStream enables direct communication between Pega applications and the Audio Router for audio streams and transcripts, providing voice transcription for organizations that use Five9 as their Contact Center as a Service (CCaaS) provider.

You can use Five9 VoiceStream for audio acquisition if you:

• Use Five9 for handling contact center calls.
• Configure a Five9 computer telephony integration (CTI) link by using Pega Call.
• Use Pega Customer Service '25 or later.

Prerequisites:

• Administrative access to the Five9 admin console. See Five9 admin console documentation.
• Complete the Five9 voice stream onboarding Activity in Dev Studio to generate the required credential values in the Data-AWSTempCredentials record. 

Steps:

To obtain the Five9 Organization ID:

1. Log in at https://login.five9.com and navigate to the Five9 admin console.
2. Under Account Settings, locate your organization identifier in the lower-left corner.
   The ID is typically the company name followed by a 6-digit value. For example, Pega - (999999). You will need this ID when configuring the Five9 Voice AI settings in your Pega Customer Service application.

To create and configure a VoiceStream subscription:

1. In the Five9 admin console, navigate to VoiceStream configuration.
2. Click Create.
3. In the Subscription name field, enter a descriptive name that represents the connection.
4. In the Streaming protocol list, select Other (Self Service).
5. In the Primary Streaming Destination field, enter the Five9StreamingDestinationUrl value from the Data-AWSTempCredentials record.
6. In the CTI Call Event Destination field, enter the Five9CtiCallEventsUrl value from the Data-AWSTempCredentials record.
7. In the VoiceStream Event Destination field, enter the Five9VoiceStreamEventsurl value from the Data-AWSTempCredentials record..
8. In the Trust Token field, enter the Five9TrustToken value from the Data-AWSTempCredentials record.
9. Verify that Enable audio streaming for all agents in agent-only conference calls is selected.
10. Define filtering rules for calls to be sent to Voice AI for analysis, or leave All calls selected.
11. Click Done.
12. Copy the API key and store it securely for use in the Pega Voice AI configuration.
    Note: You cannot access the API Key again after this step.
13. Copy the Five9 VoiceStream Subscription Identifier for use in the Pega Voice AI configuration.

Result:
The VoiceStream subscription displays an active status. Five9 can now communicate with the Pega Audio Router for voice acquisition.