Integrate with the Five9 multi-tenant SIP trunk for call routing and management.
Integrating PolyAI with Five9 enables advanced call handling, routing, and handoff to live agents when required. This guide explains setup procedures, routing methods, and best practices for transferring calls between PolyAI and Five9.
Five9 uses a multi-tenant SIP trunk to connect with PolyAI. Contact your Five9 account manager to configure your environment to connect to this SIP trunk and route calls to PolyAI.
PolyAI provides an authentication token included in the SIP INVITE message under the X-header (X-PolyAi-Auth-Token
). This token identifies and distinguishes traffic for accurate agent routing.
PolyAI provides an authentication token included in the SIP INVITE message under the X-header (X-PolyAi-Auth-Token
). This token identifies and distinguishes traffic for accurate agent routing.
Five9 and PolyAI agree on unique extension numbers for routing calls. This method offers flexibility and scalability, especially for clients managing multiple PolyAI agents.
When PolyAI is unable to contain a call, it sends a SIP BYE message with custom headers to indicate the status of the call. This method is simple and suitable for scenarios with limited metadata requirements.
Key headers include:
X-contained
: Indicates whether the call was contained by PolyAI. (true
or false
)X-destination
: Specifies where to transfer the call if it was not contained. Values are determined during deployment.When PolyAI is unable to contain a call, it sends a SIP BYE message with custom headers to indicate the status of the call. This method is simple and suitable for scenarios with limited metadata requirements.
Key headers include:
X-contained
: Indicates whether the call was contained by PolyAI. (true
or false
)X-destination
: Specifies where to transfer the call if it was not contained. Values are determined during deployment.For cases requiring detailed metadata, PolyAI provides a Handoff API to return larger data payloads. This method involves:
shared_id
parameter to retrieve data.contained
: Indicates whether the call was contained. (true
or false
)destination
: Specifies the transfer destination if the call was not contained.Benefits:
Considerations:
For support, contact PolyAI at platform-support@poly-ai.com.