Global

Type Definitions

AdtConfig

Properties:
Name Type Description
providerName string

Name of the integration provider. Will be displayed on the login screen.
myCallsTodayEnabled boolean

Flag to define if My Calls Today button should be shown on home screen
myChatsTodayEnabled boolean

Flag to define if My Chats Today button should be shown on home screen
myEmailsTodayEnabled boolean

Flag to define if My Emails Today button should be shown on home screen
showContactInfo boolean

Flag to define if VCC contact fields should be shown on Five9 Adapter search panel per profile configuration in VCC
guideLink string

Link to the agent guide for adapter. Points to Five9 ADT agent guide by default.
Type:
  • Object

ApiErrorCode

CRM SDK error code.

Properties:
Name Type Description
Generic string

Generic error
InteractionNotFound string

Five9 Adapter cannot find interaction. Interaction type or id is invalid. Also it is possible that interaction is already finished
NoData string

Interaction exists, but requested data cannot be acquired. It might be a result of some error/bug in Five9 Adapter
Type:
  • object

AppConfig

Properties:
Name Type Description
timezone string

Five9 agent timezone
lang string

Application locale
Type:
  • object

ApplicationApiErrorStatus

Properties:
Name Type Attributes Description
errorCode ApiErrorCode

Error code
errorMessage string <optional>

Error message
Type:
  • object

CallConferenceData

Properties:
Name Type Attributes Description
destination Destination

Call conference destination
warm boolean

Warm/Cold conference
includeCallerInfo boolean <optional>

Include caller info
skipDnc boolean <optional>

Skip "Do Not Call" check (for speed dial/external conference)
Type:
  • object

CallData

Properties:
Name Type Description
interactionId string

Five9 Call Session Id
sessionId string

Five9 Session Id
callId string

Id of the call
agent string

Agent unique name (it is used to log in)
agentId string

Agent Id
agentExtension string

Agent extension number
agentName string

Agent full name
domainId string

Five9 Domain Id
domainName string

Five9 Domain name
locale string

Agent locale
ani string

ANI number
dnis string

DNIS number
number string

Contact number
contactDisplayName string

Contact display name
click2DialData Click2DialData

Original object passed to CrmApi#click2dial API.
callType string
  • AGENT
  • AGENT_PREVIEW
  • AUTODIAL
  • INBOUND
  • INBOUND_VOICEMAIL
  • INTERNAL
  • INTERNAL_VOICEMAIL
  • OUTBOUND
  • OUTBOUND_PREVIEW
  • OUTBOUND_VOICEMAIL
  • QUEUE_CALLBACK
  • TEST
  • TEST_PREVIEW
  • VISUAL
callState string
  • NONE
  • QUEUED
  • DIALING
  • RINGING_ON_OUR_SIDE
  • OFFERED
  • RINGING_ON_OTHER_SIDE
  • TALKING
  • ON_HOLD
  • PARKED
  • DISABLED
  • WRAP_UP
  • FINISHED
  • CONFERENCE_PARTICIPANT_RINGING
  • CONFERENCE_PARTICIPANT_TALKING
  • CONFERENCE_PARTICIPANT_CONSULTING
  • CONFERENCE_PARTICIPANT_ON_HOLD
campaignName string

Five9 Campaign Name
callbackNumber string

Callback phone number
campaignId string

Five9 Campaign Id
callbackId string

Five9 Callback Id
startTime number

Call start time
distributionMode string

A way how the interaction was distributed to an agent

  • Automatic
type InteractionType

Interaction type
Type:
  • object

CallDialogType

Five9 Adapter UI component where call was initiated

  • NewCall
  • Callback
  • MissedCall
  • PersonalVoicemail
  • SkillVoicemail
Type:
  • object

CallLogData

Properties:
Name Type Description
who CrmObject

Crm object selected in the 'Name' list in the Five9 adapter
what CrmObject

Crm object selected in the 'Related to' list in the Five9 adapter
subject string

Subject of the task entered by agent in Five9 adapter
comment string

Comment for the task entered by agent in Five9 adapter
comments string

Comments for the task entered by agent in Five9 adapter. Deprecated since 1.0.3. Use 'comment' property
sessionID string

Interaction session ID
disposition Disposition

The disposition selected by the agent for interaction
dispositionName string

Name of the disposition selected by the agent for interaction
startTime number

Call start time
duration number

Call duration
handleTime number

Call handle time
wrapTime number

Call wrap up time
talkTime number

Call talk time
holdTime number

Call hold time
cavList Array.<Cav>

List of Call variables
crmList Array.<ContactField>

List of VCC contact record fields
Type:
  • object

CallSearchData

Properties:
Name Type Description
cavList Array.<Cav>

List of Call variables
crmList Array.<ContactField>

List of VCC contact record fields
phoneNumber string

A remote phone number
Type:
  • object

CallTransferData

Properties:
Name Type Attributes Description
warm boolean

Warm/Cold transfer
destination Destination

Call transfer destination
timeout number <optional>

Transfer timeout (except campaign transfer)
recordVoicemail boolean <optional>

Record voicemail (for agent/skill transfer)
recordVoicemailImmediately boolean <optional>

Record voicemail immediately (for agent/skill transfer)
skipDnc boolean <optional>

Skip "Do Not Call" check (for speed dial/external transfer)
dispositionId string <optional>

Disposition Id (for speed dial/external transfer)
dispositionTimeout number <optional>

Disposition timeout (for speed dial/external transfer)
Type:
  • object

Cav

Properties:
Name Type Description
id string

ID of the call variable
group string

Name of the call variable group
name string

Name of the call variable
type string

Data type of the call variable

  • BOOLEAN
  • CURRENCY
  • DATE
  • DATE_TIME
  • EMAIL
  • NUMBER
  • PERCENT
  • PHONE
  • STRING
  • TIME
  • TIME_PERIOD
  • UNDEFINED
  • URL
Type:
  • object

Channel

Properties:
Name Type Description
id string

Channel ID
name string

Channel name
Type:
  • Object

ChatData

Properties:
Name Type Description
agent string

Agent unique name (it is used to log in)
agentId string

Agent Id
agentExtension string

Agent extension number
agentName string

Agent full name
domainId string

Five9 Domain Id
domainName string

Five9 Domain name
locale string

Agent locale
campaignName string

Five9 Campaign Name
campaignId string

Five9 Campaign Id
interactionId string | null

Five9 Chat Session Id or null for a chat draft (e.g. Outbound SMS)
customFields Array.<ChatField>

Chat fields
email string

Author email of the chat interaction
queue string

Queue name of the chat
interactionType. string

Deprecated since 1.0.4. Use 'mediaSubtype' property

  • CHERRY
  • PREVIEW
  • PROACTIVE
contactDisplayName string

Contact display name
subject string

Original chat subject
phoneNumber string

Associated contact's phone number if any
mediaSubtype string

Interaction media subtype

  • Standard Chat
  • Proactive Chat
  • Preview Chat
  • SMS conversation
  • Rich Communication Services conversation
  • Facebook conversation
  • Twitter conversation
  • WhatsApp conversation
  • WeChat
  • QQ Mobile
  • Apple Business Chat
  • Skype
  • Snapchat
  • Viber
  • Line
  • Telegram
distributionMode string

A way how the interaction was distributed to an agent. Can be one of the following or null for outbound interactions:

  • Automatic
  • Manual
type InteractionType

Interaction type
Type:
  • object

ChatField

Properties:
Name Type Description
key string

Key of the chat field
value string

Value of the chat field
Type:
  • object

ChatLogData

Properties:
Name Type Description
who CrmObject

Crm object selected in the 'Name' list in the Five9 adapter
what CrmObject

Crm object selected in the 'Related to' list in the Five9 adapter
subject string

Subject of the task entered by agent in Five9 adapter
comment string

Comment for the task entered by agent in Five9 adapter
transcript string

Chat transcript
comments string

Comment for the task entered by agent in Five9 adapter concatenated with a chat transcript Deprecated since 1.0.3. Use 'comment' and 'transcript' property
disposition Disposition

The disposition selected by the agent for interaction
dispositionName string

Name of the disposition selected by the agent for interaction
transferredAgent string

Agent name who transferred the interaction
transferredQueue string

Queue name where the interaction was transferred to
startTime number

Chat start time
duration number

Chat handling duration
escalatedCallId string

Call Id for escalated call from chat
webvisitId string

Web visit Id
Type:
  • object

ChatSearchData

Properties:
Name Type Description
crmList Array.<ContactField>

List of VCC contact record fields
Type:
  • object

Click2DialData

Properties:
Name Type Attributes Description
clickToDialNumber string

Phone number that should be dialed
screenpopC2DSearch boolean <optional>

Flag to define if search should be executed on click 2 dial
preselectedCampaignName string <optional>

Campaign name that should be used to make call automatically. If not specified make call dialog box will be displayed allowing agent to choose campaign from the list of available campaigns
crmObject CrmObject <optional>

CRM object used for click 2 dial
Type:
  • Object

ContactField

Properties:
Name Type Description
id string

Contact field ID
name string

Name of the contact field
dataType string

Data type of the contact field

  • BOOLEAN
  • CURRENCY
  • DATE
  • DATE_TIME
  • EMAIL
  • NUMBER
  • PERCENT
  • PHONE
  • STRING
  • TIME
  • TIME_PERIOD
  • UNDEFINED
  • URL
value string | number

Value of the field
Type:
  • object

CrmObject

Properties:
Name Type Attributes Description
id string

ID of the CRM object. Use this value to identify CRM objects when passing information to Five9 adapter and executing callbacks
type string

CRM object type
label string

Five9 adapter will display label of the object in the list of search results
name string

Five9 adapter will display this name on the link associated with object in the list of search results
isWho boolean

Five9 Adapter will display object in the list of 'Who' objects (Name)
isWhat boolean

Five9 Adapter will display object in the list of 'What' objects (Related To)
fields Array.<object> <optional>

Array of CRM object fields. The fields are displayed in case of single match.
fields[].displayName string

Name of the field
fields[].value string

Value of the field
metadata object <optional>

CRM specific metadata
Type:
  • Object

Destination

Interaction destination

Properties:
Name Type Attributes Description
type DestinationType
agentId string <optional>

Agent Id
skillIds Array.<string> <optional>

Skill Ids
campaignId string <optional>

Campaign Id
speedDialId string <optional>

Speed dial Id
number string <optional>

External number
Type:
  • object

DestinationType

Type of interaction destination

  • Agent
  • Skill
  • Campaign
  • SpeedDial
  • External
Type:
  • object

Disposition

Properties:
Name Type Description
id string

ID of the disposition.
name string

Name of the disposition.
timeout int

Default value of the timer, which applies only when the disposition is REDIAL or DND. Otherwise, this field is 0.
flags Array.<string>

List of disposition flags

  • ALLOW_SET_REACTIVATE_TIMER: The agent can set a reactivate timer that starts when the disposition is selected. The agent does not set the timer but may be allowed to select an initial timer value. Otherwise the value is selected by default.
  • ALLOW_SET_REDIAL_TIMER: The agent can set a redial timer that starts when the disposition is selected. The agent does not set the timer but may be allowed to select an initial timer value. Otherwise the value is selected by default.
  • MUST_CONFIRM: The agent must confirm the disposition.
  • ONLY_FOR_TRANSFER_AND_CONFERENCE: The agent may use this disposition only for transfers and conferences.
  • SOCIAL_CLOSED: An SCC interaction has been closed.
  • SOCIAL_OPEN: an SCC interaction is still open.
  • WORKSHEET_REQUIRED: The agent must complete a worksheet.
  • WORKSHEET_FORBIDDEN: The agent cannot not complete a worksheet.
Type:
  • object

EmailData

Properties:
Name Type Description
agent string

Agent unique name (it is used to log in)
agentId string

Agent Id
agentExtension string

Agent extension number
agentName string

Agent full name
domainId string

Five9 Domain Id
domainName string

Five9 Domain name
locale string

Agent locale
campaignName string

Five9 Campaign Name
campaignId string

Five9 Campaign Id
interactionId string

Five9 Email Session Id
customFields Array.<EmailField>

Email fields
email string

Author email of the email interaction
queue string

Queue name of the email
interactionType. string

Deprecated since 1.0.4. Use 'mediaSubtype' property

  • Email
contactDisplayName string

Contact display name
subject string

Original email subject
mediaSubtype string

Interaction media subtype
distributionMode string

A way how the interaction was distributed to an agent

  • Automatic
  • Manual
type InteractionType

Interaction type
Type:
  • object

EmailField

Properties:
Name Type Description
key string

Key of the email field
value string

Value of the email field
Type:
  • object

EmailLogData

Properties:
Name Type Description
who CrmObject

Crm object selected in the 'Name' list in the Five9 adapter
what CrmObject

Crm object selected in the 'Related
transferredAgent string

Agent name who transferred the interaction
transferredQueue string

Queue name where the interaction was transferred to
startTime string

Email start time
duration string

Email handling duration to' list in the Five9 adapter
subject string

Subject of the task entered by agent in Five9 adapter
comment string

Comment for the task entered by agent in Five9 adapter
transcript string

Email transcript
comments string

Comment for the task entered by agent in Five9 adapter concatenated with an email transcript. Deprecated since 1.0.3. Use 'comment' and 'transcript' property
disposition Disposition

The disposition selected by the agent for interaction
dispositionName string

Name of the disposition selected by the agent for interaction
transferredAgent string

Agent name who transferred the interaction
transferredQueue string

Queue name where the interaction was transferred to
startTime number

Chat start time
duration number

Chat handling duration
Type:
  • object

EmailSearchData

Properties:
Name Type Description
crmList Array.<ContactField>

List of VCC contact record fields
Type:
  • object

HookApiStatus

Properties:
Name Type Attributes Description
statusCode HookApiStatusCode

Error code
message string <optional>

Error or confirmation message
messageHeader string <optional>

Confirmation message header
Type:
  • object

HookApiStatusCode

Hook API status code. If status code is not Proceed/ProceedWithParams Five9 Adapter will not execute the action.

Properties:
Name Type Description
Proceed string

Five9 Adapter will execute the action as usual
ProceedWithParams string

Five9 Adapter will execute the action with updated parameters
Cancel string

Five9 Adapter will not execute the action. It is assumed the action is done in the hook implementation and result is returned (if applicable).
Confirmation string

Five9 Adapter will show Yes/No dialog to agent. If agent presses Yes ProceedWithParams status is applied, otherwise Cancel status is applied.
Error string

Five9 Adapter will not execute the action. Error message will be shown (if provided).
Type:
  • object

InteractionApiErrorStatus

Properties:
Name Type Attributes Description
errorCode ApiErrorCode

Error code
errorMessage string <optional>

Error message
Type:
  • object

InteractionType

Type of interaction

  • Call
  • PreviewCall
  • QueueCallback
  • SkillVoicemail
  • Chat
  • Email
Type:
  • object

LoginState

Login state

  • SelectStation: Agent needs to select station
  • AcceptNotice: Agent must accept maintenance notice
  • SelectSkills: Agent needs to select active skills
  • Working: Agent is ready for work
  • Relogin: CRM Adapter tries to restart session until session is ready
Type:
  • object

NotReadyCode

Properties:
Name Type Description
id string

Not Ready Code Id
name string

Reason Code Name
Type:
  • Object

Presence

Properties:
Name Type Description
isReady boolean

Presence status is ready
channelIds Array.<string>

List of agent channel IDs
notReadyCodeId string

Not Ready Code ID
elapsedTime string

Elapsed time for the current presence
Type:
  • Object

PresenceApiErrorStatus

Properties:
Name Type Attributes Description
errorCode ApiErrorCode

Error code
errorMessage string <optional>

Error message
Type:
  • Object

PresenceEventReason

Presence change event reasons

Properties:
Name Type Description
Supervisor string

Supervisor has changed your Ready for Voicemail state.
AutoNotReady string

You are automatically being set to the Not Ready state because a call was offered to you and was not answered within the timeout period. Set yourself to the Ready state to resume taking calls.
HookStateError string

A call was offered to you, but your station does not appear to be connected. You are being set to Not Ready, so you can restart your station before taking another call.
NoStation string

A call was offered to you, but you are not logged in at a station. You are being set to Not Ready, so no calls can be routed to you. You should not go Ready when you are not logged in at a station except when you plan to receive test calls.
Agent string

State update has been initiated by the agent.
Initial string

State has been reset to some initial value on login/reconnect.
PermissionRemoved string

State has been changed due to permission removal.
ReasonCodeDisabled string

State has been changed due to reason code disabling.
AfterCallWorkTimeExpired string

You have exceeded the after-call work time limit.
PreviewEndNotReady string

You have automatically been set to the Not Ready state because a preview call was offered to you and you neither made a call nor set a decline disposition within the timeout period. Please set yourself to the Ready state to resume taking calls.
TaskCompletion string

You have been forcibly switched to the Task Completion state as there are unfinished tasks.
InteractionNotAnswered string

You are automatically being set to the Not Ready state because an interaction was offered to you and was not answered within the timeout period. Set yourself to the Ready state to resume taking interactions.
CallFinished string

The active call has been ended. As the result, the delayed state change has been applied.
Type:
  • object

SalesforceLiScreenPopObject

Object to be passed to Salesforce Lightning Experience API screenPop() method.

Properties:
Name Type Description
type string

The enumerated type to screen pop to.
params object

An object holding arguments depending on the type.
See:
Type:
  • Object

SalesforceScreenPopObject

Object contains the URL which can be passed to Salesforce Classic API screenPop() method.

Properties:
Name Type Description
url string

A relative URL, which specifies the location of the screen pop.
See:
Type:
  • Object

ScreenPopType

Type of screen pop

  • Automatic
  • Manual
  • AuxAutomatic
Type:
  • object

SearchResult

Properties:
Name Type Description
crmObjects Array.<CrmObject>

List of found CRM objects
screenPopObject CrmObject

CRM object that should be used for screen pop
Type:
  • Object

SpecificInteractionType

Type of interaction

  • Call
  • PreviewCall
  • QueueCallback
  • SkillVoicemail
  • Chat
  • Email
Type:
  • object

TransferData

Properties:
Name Type Description
destination Destination

Transfer destination
Type:
  • object