Five9
Connect PolyAI to Five9 through a shared SIP trunk for call routing and live-agent handoff. This guide covers setup, routing methods, and transfer configuration.
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.
2: Five9 to PolyAI routing methods
Authentication token
Dialed extension
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.
3: PolyAI to Five9 transfer methods
SIP BYE with custom headers
PolyAI Handoff API
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. (trueorfalse)X-destination: Specifies where to transfer the call if it was not contained. Values are determined during deployment.