Five9 Release Notes

Cloud Contact Center 

Software 

Five9 Release Notes 

Spring Release 2017 

January 25, 2017 

This document describes changes to features, behavior, and documentation 

implemented in the Spring release 2017 of the Five9 Virtual Contact Center. 

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 © 2017 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 Release Notes

Contents 

Five9 Spring Release 2017 .............................................................. 1 

New Product: Five9 Global Voice ................................................................. 1 

Enhancements........................................................................................ 2 

VCC Applications................................................................................ 2 

Administrator............................................................................... 2 

Text Channels for the Plus Applications ............................................... 3 

IVR ........................................................................................... 5 

Supervisor................................................................................... 6 

Reports ...................................................................................... 6 

Plus Agent Applications........................................................................ 6 

Agent Desktop Plus ........................................................................ 6 

Plus Adapter for Agent Desktop Toolkit ................................................ 8 

Plus Adapter for Salesforce .............................................................. 9 

Plus Adapter for Oracle Service Cloud.................................................. 9 

Plus Adapter for NetSuite ............................................................... 10 

Plus Adapter for Microsoft Dynamics CRM ............................................ 11 

Plus Adapter for Zendesk ................................................................ 12 

Developer Applications ....................................................................... 13 

Configuration Web Services ............................................................. 13 

REST API.................................................................................... 13 

Virtual Desktop............................................................................ 13 

Resolved Defects ................................................................................... 14 

Reports .......................................................................................... 14 

Plus Agent Applications....................................................................... 14 

Agent Desktop Plus ....................................................................... 14 

Five9 Chat, Email, and Social........................................................... 14 

Plus Adapter for Agent Desktop Toolkit ............................................... 14 

Plus Adapter for Salesforce ............................................................. 14 

Plus Adapter for Oracle Service Cloud................................................. 15 

Plus Adapter for NetSuite ............................................................... 15 

Plus Adapter for Microsoft Dynamics CRM ............................................ 15 

Plus Adapter for Zendesk ................................................................ 15 

End of Life of the Five9 CTI Toolkit Adapter for Salesforce Versions 3 and 4............. 16 

Java Runtime Environment........................................................................ 16 

Recommended JRE Resources ............................................................... 16 

Five9 Policy for JRE Updates................................................................. 16 

Reverting to a Previous JRE Release........................................................ 17 

Known Issues and Limitations..................................................................... 18 

Five9 Global Voice............................................................................. 18 

iii 

Five9 Release Notes

Five9 Spring Release 2017 

The Spring release 2017 provides many enhancements to your Virtual Contact Center. 

This document summarizes key changes and enhancements that will be available when 

your domain is upgraded to the Spring release 2017. All changes and enhancements will 

be available in the appropriate product documentation after the upgrade is completed. 

New Product: Five9 Global Voice 

Enhancements 

Resolved Defects 

End of Life of the Five9 CTI Toolkit Adapter for Salesforce Versions 3 and 4 

Java Runtime Environment 

Known Issues and Limitations 

New Product: Five9 Global Voice 

Five9 Global Voice offers global contact solutions with the best quality calls to support 

local customers by regional agents. With Five9 Global voice, you can configure a single 

domain in which regional agents take local calls. By understanding you call patterns, you 

can tune your implementation to provide the best coverage across multiple time zones by 

configuring your campaigns, IVR scripts, and skills appropriately. 

A best practice is to classify your calls by region so that you route calls to the agents 

nearest to the call origin or termination. For example, your callers from Japan would talk 

to agents in Japan, and your Australia region callers talk to agents in Australia. Regional 

voice can be implemented defining an alternate region as a backup to accommodate 

peak and off hours and business continuity. For more information, see the Basic 

Administrator’s Guide after the upgrade. 

1 Five9 Release Notes


Enhancements 

Enhancements 

VCC Applications 

Plus Agent Applications 

Developer Applications 

VCC Applications 

Administrator 

Text Channels for the Plus Applications 

IVR 

Supervisor 

Reports 

Administrator 

For more information, see the Basic Administrator’s and Campaign Administrator’s 

guides after the upgrade. 

Graceful agent transition. For Plus applications, administrators can now restrict 

agents from immediately moving to the Not Ready state when they are assigned to 

outbound campaigns that use the Predictive, Power, or Progressive modes. This feature 

enables the dialer to adapt to the loss of available campaign resources. Enterprises will 

benefit if they experience high abandon rates and campaign slowdowns due to the loss of 

available agents in the dialing algorithm. 

Enhanced disposition management. For the Plus applications, administrators can 

create and assign dispositions to disposition groups that can be expanded up to four 

levels. Agents can easily navigate these groups to more easily locate specific dispositions. 

Translated Five9 applications. This option is supported for Agent Desktop Plus, Plus 

Adapter for Salesforce, reports, and the Supervisor and Administrator applications. 

Administrators, supervisors, and agents now have access to applications translated in 

French, Canadian French, Spanish, and German. Administrators can configure which 

languages are supported in their environment and assign to specific agents a language 

permission. Agents can then select their preferred language from the list of available 

languages. You can translate and add to the Administrator application custom objects 

that you create, such as campaigns, skills, and dispositions. 

VCC routing enhancements. You can route calls so that, when agents become 

available, they take either the longest waiting or the highest priority call across all their 

assigned queues. In addition, when calls can be answered in more than one queue, they 

are scheduled for all queues simultaneously rather than sequentially. 



Enhancements 

Outbound campaign priority. Administrators can now manage active campaigns by 

business value. Outbound campaigns can apply agent resources to campaigns by ratio to 

all active campaigns, priority of campaigns, or a combination. This feature enables 

outbound call centers to apply resources to the most valuable campaigns while focusing 

on multiple campaigns with various levels of intensity. 

Custom fields for running campaigns. Administrators can now create custom fields 

while campaigns are running, which enables administrators greater flexibility to make 

adjustments without disrupting active campaigns. 

Enhanced time zone. To help you to better comply with local, state, regional, and 

federal time zone dialing restrictions, Five9 has enhanced the option to dial by time zone. 

You can now dial by postal code and area code + prefix or by state and area code + prefix. 

These enhancements are useful in geographic areas where time zones span multiple area 

code and/or state boundaries. The time zone dialing default is your current configuration 

so that you can use the new feature at your discretion. 

Permission for social reports. Five9 has added permission to view social reports in 

the Reporting role. Only users and user profiles enabled for this permission have access 

to social reports. 

Single sign-on with Okta for ADP. If your organization uses Okta for identity 

management and ADP for your agents, you can now configure Okta to provide single signon 

for ADP. Five9 is a pre-integrated application on the Okta Application Network (OAN) 

for single sign-on only, not provisioning. 

Six-digit extensions for agents. The maximum number of digits that you can use for 

agent extensions has been increased from four to six digits. 

Maximum queue time for telemarketing. This feature enables you to comply with 

FCC regulations. You can set a maximum queue time for telemarketing campaign calls. 

Queue callback recording. You now have the option not to record queue callbacks for 

campaigns that are automatically recording all calls. This feature enables you to comply 

with FCC regulations. 

Text Channels for the Plus Applications 

For more information, see the Text Channels Chapter of the Basic Administrator’s Guide 

after the upgrade. 

Managing comments in the survey console. In the survey console, you can now 

show or hide the comments field as needed. The comments field is optional for users to 

complete. By default, the survey console comments are displayed and are optional. 



Enhancements 

Using Microsoft Outlook Exchange API. In the Multichannel Administration console, 

you can use Microsoft Outlook Exchange API as Account Type in your email profiles for 

inbound and outbound email. This feature does not require ports. Instead it requires only 

the Exchange URL to the Outlook server to authenticate users in the native Outlook API. A 

test button enables you to verify a successful connection to the Exchange server. 

Tagging items in real time with NLP. NLP now tags spam, sentiment, setting 

attributes, and categories in real time. 

Using aliases for agents. In the Multichannel Administration console, you can now 

configure an alias for your multichannel agents so their real names are not used in chat 

and email interactions with customers. 

Using custom variables in connectors. Connectors used for chat, email, and social 

interactions can now use custom variables. For example, during an interaction, if a 

customer enters an order number in your custom order ID field, the order number is 

passed with a connector to a third-party order system, which displays the order to the 

agent when the agent accepts the interaction. 

Setting the number of preview chat offers. In the Multichannel Administration 

console, you can now set the number of preview chat offers shown to a customer. 

Using consoles in native mobile applications. Chat, email, and survey consoles can 

be used in a native mobile application without causing cross-scripting issues. 

Setting time options for agents who use the AID mode. In the Multichannel 

Administration console, you can set in each profile time options for your agents who use 

the AID mode for chat, email, and/or social interactions: 

• Option that enables your agents to automatically accept interactions instead of 

having to wait for a time-out. When this option is enabled for one or more 

channels, agents automatically receive interactions into their assigned lists, and 

they cannot reject interactions. 

• Specific time to accept interactions. The default time to accept is 30 seconds. The 

range is 10 to 60 seconds. 

Adding a browser token to chat and email consoles. The Five9 consoles for chat 

or email now support authentication based on a browser token. Therefore, your users do 

not need to change their browser settings to allow cookies. 

Removing the send-email window from the chat console. Five9 has added to 

the chat console the option to not implement a send-email window if no agents are 

logged in because your business is closed. 



Enhancements 

Displaying the estimated waiting time to chat users. If you use chat or video 

chat, you can now display to users an estimated waiting time for the next agent. 

Transferring user data to the consoles. Five9 chat, email, and survey consoles now 

support authenticated user data so that users do not have reenter, for example, their 

name and email address when submitting a chat request. 

Adding a custom language file to the chat console. You can specify a custom 

language file in the chat console URL and display all labels in that language. 

IVR 

For more information, see the IVR Administrator’s Guide after the upgrade. 

New Language module. To facilitate your implementation of multiple languages, Five9 

has added the Language module. As with other types of modules, you may add to this 

module variables and conditions, prompts (calls and voicemail), events, and dispositions 

in the language chosen by callers. This module set the language variable to one of the 

languages defined in the IVR script. 

Recognition of the caller’s preferred language. You can now configure the IVR to 

conform to the caller’s preferred language. After you create prompts in a default 

language, you can create translated versions of the prompts. When callers enter the IVR, 

the menu enables them to select a supported language set in a new language variable 

that is used to select the appropriate language for all follow-on prompts. System prompts 

are also translated. 

External data sources in the Query module. With Five9 Visual IVR for your mobile 

customers, you can pass from your authenticated users web site and mobile application 

data, such as location, IP address, customer information, and product information. The 

data received by the query module is used in the next steps of the Visual IVR flow. 

Query module results used in the Menu module. The Menu Module uses the 

results of the data-access modules (Query, Contact Lookup, and System info). Now the 

menu items include text and variables. 

New functions in the Set Variable module. To secure sensitive application data, 

such as user name and password, new functions enable you to encode data. 

Variables in the System Info module. You can now use variables in the System Info 

module. The feature enables you to greatly reduce the number of modules in your 

scripts. 



Enhancements 

Supervisor 

Five9 has enhanced the real-time metrics of the Text Details tab for supervisors. You can 

now see these metrics with faster data refresh times: 

• Number of chat and email in queue for each skill and campaign. 

• Number of agents logged in with chat, email, and social skills by group. 

For more information, see the Supervisor’s Guide after the upgrade. 

Reports 

For more information, see the Dashboard and Reporting User’s Guide and Catalog after 

the upgrade. 

DNIS by campaign report. You can optimize your inventory of DNIS numbers by using 

available numbers found in the DNIS by Campaign report instead of acquiring additional 

numbers. If callers complain that their calls to a specific DNIS are not answered, this 

report enables you to quickly determine to which campaign the number is assigned. The 

report is available in tabular and visual modes. 

Queue callback reporting improvements. To improve the accuracy and 

management of queue callbacks, reporting has been enhanced by linking the inbound 

and callback legs of an interaction into a single session. All contextual information, such 

as skill, campaign, and disposition, is included in the call record. 


Agent Desktop Plus 

Plus Adapter for Agent Desktop Toolkit 

Plus Adapter for Salesforce 

Plus Adapter for Oracle Service Cloud 

Plus Adapter for NetSuite 

Plus Adapter for Microsoft Dynamics CRM 

Plus Adapter for Zendesk 


For more information, see the Agent Desktop Plus User’s Guide after the upgrade. 

Five9 extension converted to new Firefox API. Firefox is ending support for the 

API currently used by the Five9 browser extension. Therefore, Five9 has converted its 

extension to use the new Firefox API. However, your current Network Domain and SSO 

Login URL browser extension settings will be reset to their default values when the new 



Enhancements 

extension is downloaded because these settings cannot be propagated to the new 

extension. You will need to restore your browser extension settings. 

Edited chat, social, and email customer information. Agents who have locked 

chat, social, and email interactions can now edit and save customer information in the 

Contact Details tab during these interactions. This functionality persists when agents set 

dispositions, transfer, or select different interactions from their lists. 

Visual link indicator in assistances. During interactions, agents can click Assistance 

to see a list of articles. Assistances now display a visual indicator for the link. When agents 

select an assistance, the text is pasted into either the chat typing field, in the email, or in 

the social interaction typing field. The agent can edit the assistance before replying to the 

customer. The articles are automatically formatted as links in the customers’ interface. 

New skills automatically added to agents’ session. When administrators add 

agents to skills during a session, these skills are applied without requiring agents to log 

out and log back in. Also, if agents have permission to manage their skills, they can add or 

remove skills during their session. 

Group transfer of multiple email messages. You can now select multiple email 

messages in your assigned list before transferring them as a group to another agent or 

queue. This enhancement helps supervisors because they can transfer messages to 

available agents on behalf of unavailable agents. 

Viewing the name of the user who locked an item. You can now hover over an 

item in the queue list to see who locked it. 

Refreshing queues for agents in cherry pick mode. When agents work in cherry 

pick mode, they now have the option to select whether to manually refresh their queue 

to see new items or set a timer for automatic refresh. The timer is set by default so that 

existing users are not affected by this change. This functionality applies to social, email, 

and chat, except for preview chat, which does not support the cherry pick mode. 

Adding characters to assistance articles. Agents are now allowed to add up to 

3000 characters to assistance articles. Previously the limit was 1024 characters. 

Using rich text for email signatures. Your application now include rich text support 

for email signature. 

Upgrading CounterPath SDK to version 1.5.4. The CounterPath SDK version 1.5.4 

fixes an issue (DE15444). Agents who use a softphone with CounterPath no longer 

encounter a loss of functionality (no voice path) when they reconnect to their station on 

the Windows or Mac platform. The default audio devices are now supported on Windows 



Enhancements 

workstations. Users do not need to reinstall the softphone because it will be updated 

automatically. 

Support for Firefox 64 bit. Five9 has added an extension that enables you to use 

Firefox 64 bit instead of 32 bit, if you prefer. However, for this enhancement, you must 

use Firefox version 50 or higher. 

Editing records for chat, email, and social interactions. You can now view, edit, 

and associate another contact record for chat, email, and social interactions. 


For more information, see the Agent Desktop Plus User’s Guide after the upgrade. 

Five9 UC Adapter - Skype for Business. Five9 UC Adapter - Skype for Business (SFB) 

integrates Five9 agents with SFB users, thereby providing a wide range of communication 

services. 

• Unified presence: Five9 agents and SFB users who are not using Five9 can view 

the status of one another in real time. The Five9 agent status is synchronized with 

SFB status in real time. Five9 VCC users enabled for SFB can search for corporate 

users and contact center agents. 

• Click to talk: Five9 agents can start a chat, call, conference, or transfer with SFB 

users with a single click. 

• Telephony integration: Agents can place calls through the telephony 

infrastructure via a SIP trunk, without dialing 10 digits through the PSTN carrier 

network. Doing so prevents you from incurring Telco tariffs. 

• Integrated Windows authentication: The Windows domain passes user login 

credentials to the SFB integration without user interaction. 







CounterPath SDK Upgraded to version 1.5.4. The CounterPath SDK version 1.5.4 








Enhancements 







services. 




























Adding a configuration flag to associate an incident with each call. To better 

support organizations that require that their agents associate a newly created or existing 



Enhancements 

incident with each call before agents select a disposition, Five9 has added a configuration 

flag. By default, this new configuration flag is disabled. If enabled, agents cannot select a 

disposition for a call if an incident is not associated with it. 



services. 
























services. 









Enhancements 
























services. 
















Enhancements 















Adding call details to custom ticket fields. To customize your reports, you can now 

add call details to custom ticket fields. 



services. 




















Enhancements 










Developer Applications 

Configuration Web Services 

All batch API methods now support a callback URL. This functionality was introduced 

specifically to benefit configuration, customization, and list synchronization. The VCC 

posts the result in XML or JSON to the URL after processing is completed. The URL is 

compatible with HTTPS validated and signed endpoints. 

You can now import and export translated strings. 

Five9 added and updated many additional methods, data types, and exceptions. For more 

information, see the Configuration Web Services API Developer’s Guide after the release. 

REST API 

Five9 added and updated many requests, data types, events, and errors. For more 

information, see the VCC Agent REST API Developer’s Guide after the release. 

Virtual Desktop 

Upgrading CounterPath SDK to version 1.5.4. For client and proxy users, 

CounterPath SDK version 1.5.4 fixes an issue (DE15444). Agents who use a softphone 

with CounterPath no longer encounter a loss of functionality (no voice path) when they 

reconnect to their station. The default audio devices are now supported on Windows 



Improved voice quality with VMWare. The voice quality is improved for the VDI 

softphone used with the VMWare platform. 





Reports 

The names of folders and reports with descriptions are now translated. (DE14252) 



Five9 Chat, Email, and Social 








When agents send an email, they are no longer prevented from performing other actions 

while waiting for the email to be processed. Instead agents can continue to work. If an 

error occurs, it is displayed later. 

Agents can now forward all attachments with email messages. (DE18652) 

The correct time zone is now correctly displayed in the VCC Administrator Application 

(default time zone) and in the user’s properties. (DE22028) 

Five9 Chat, Email, and Social 

In Five9 Web Engagement preview chat, the agents’ original comments are now included 

in the chat thread when agents engage in chat sessions. (DE20095) 


A ringing tone is consistently played for queue callbacks when automatic answering is 

disabled. (DE20930) 


You can now view and call a localized number if your domain is enabled for E.164. 




Performance is improved for users of the iOS platform. However, Five9 recommends the 

Salesforce Cloud Console mode and that users disable the floating window and open only 

a single tab. (DE20938) 



Manual connectors are not triggered if you use version 53 of the Chrome browser. To 

trigger manual connectors, be sure to use at least Chrome 54 or the current version (55). 

(DE20140) 

Five9 fixed low severity security-related items highlighted in a Salesforce security review 

in Managed Package 3.31. (DE21330) 


In Oracle Service Cloud, when an agent creates a contact or incident during a phone call, 

the newly created object is now consistently added to the name or related to menu in the 

adapter. (DE21606) 













Five9 Spring Release 2017 End of Life of the Five9 CTI Toolkit Adapter for Salesforce Versions 3 and 4 

End of Life of the Five9 CTI Toolkit Adapter for 

Salesforce Versions 3 and 4 

Salesforce announced the end of life for CTI Toolkit with the Spring ’17 release targeted 

for February 2017. In February 2017, Five9 will also end the life of both versions of the 

Five9 CTI Toolkit for Salesforce. As Five9 has already communicated this to you in earlier 

announcements, you are urged to migrate to the Five9 Plus Adapter for Salesforce as 

quickly as possible. 


Five9 Java-based applications are supported with compatible Java versions. For the 

current supported versions of the JRE, refer to the Technical Requirements Guide. 

Recommended JRE Resources 

Five9 Policy for JRE Updates 

Reverting to a Previous JRE Release 

Recommended JRE Resources 

• The current version of JRE 

• Java downloads for current and previous versions 

• Java release notes 

Five9 Policy for JRE Updates 

Five9 recommends that you do not allow automatic updates for JRE releases. 

Five9 integrations may not work correctly when the Java security level is set to High 

(default). As shown below, you may need to lower the Java security level to Medium in 

the Java Control Panel > Security tab. 




Reverting to a Previous JRE Release 

If an automatic update has already occurred, use these instructions to revert to a 

supported release: 

1 Close all Java-based applications. 

2 Uninstall the JRE. 

3 Delete or uninstall your Five9 Java-based applications. 

4 Clear the Java cache and the Windows registry. 

5 Download and install a supported version of JRE from the Oracle Java Archive 

page. 

6 Download and install the required Five9 Java-based applications from the Five9 

Customer Portal. 





Five9 Global Voice 

Your domain must be enabled for the E.164 format. This initial release of the product has 

these limitations: 

• Regional voice capability is available for Sydney and Tokyo only. Voice capability 

will be added to EMEA in Phase 2. Applications run in U.S. data centers; voice 

runs in local data centers: US, SYD, and TOK. 

• Workforce Optimization partners NICE, Verint Systems, and Calabrio are not 

supported. 

• SRTP/G.729 to the agent leg is not supported (Cost at SBC). 

• Gateway mode not supported in this release. 

• Customer provided MPLS/SIP/VPN is not supported in Phase1 from POPs. 

• UI, TTS, and documentation not available in Asian countries. Instead, consider 

using announcements, IVR, and recordings.

Five9 Release Notes

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