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.

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1: Integrate with the shared Five9 and PolyAI SIP trunk

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.

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2: Five9 to PolyAI routing methods

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.

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3: PolyAI to Five9 transfer methods

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.
Five9 supports up to 10 custom headers. Additional requirements should be discussed with PolyAI during deployment.