Universal Integrations

ExecVision utilizes a "Universal Integration" to support homegrown or rarer solutions for call dialing and CRM. A provisioned account on ExecVision's SFTP server or access to AWS S3 storage service is required to integrate securely with ExecVision.

 

1. Five9

2. Homegrown Dialer, CRM or Rarer solutions

 

Five9

ExecVision recommends a SFTP solution to allow the secure ingestion of Five9 recordings into the ExecVision environment. 

ExecVision supports both "push" and "pull" models for SFTP.

Push Solution

A regularly scheduled job is configured within your environment to copy Five9 recordings to ExecVision's SFTP server. Requirements for Push models include:

• Confirm that recording is enabled in Five9 for ExecVision users
• ExecVision will provision credentials to access SFTP account
• Customer will configure Five9 directory and push recordings to the recording subdirectory in a frequent, <1hr cadence
• The recording files must include the following information:
  • Date/time of the call in a consistent time zone
  • End user's unique identifier (user id)
  • Direction of the call
  • Five9 Session id
  • File type
  • ANI/DNIS phone number

Optional Five9 metadata can also be included in the filename with the account's discretion. Supplied metadata files can be XML, CSV, JSON or YML file. There should be exactly one metadata file per media file and ExecVision does not support nested fields.

Pull Solution

The customer would run their own SFTP server and copy call recordings. ExecVision's ingest processes would access this machine on a regularly scheduled basis to copy the most recent content into our environment. Requirements for Pull models include:

• Confirm recording is enabled in Five9 for ExecVision users
• Confirm recordings are being sent to SFTP in a frequent, <1hr cadence
• The filename of the recording must include: 
  • Date/time of the call in a consistent time zone
  • End user's unique identifier (user id)
  • Direction of the call
  • Five9 Session id
  • File type
  • ANI/DNIS phone number

Optional Five9 metadata can also be included in the filename with the account's discretion. Supplied metadata files can be XML, CSV, JSON or YML file. There should be exactly one metadata file per media file and ExecVision does not support nested fields.

Optional Salesforce Integration

The Five9 - Salesforce integration allows for click-to-call and automatic logging of conversations within Salesforce. ExecVision accesses the Five9 conversations via a SFTP server, provided by either the push or pull methodology.

In addition to the requirements for either a push or pull SFTP set up, the following must be completed to pull in additional Salesforce data:

• Five9 and Salesforce package installed where call activity is automatically logged as task records
• Enterprise edition of Salesforce
• Salesforce oAuth complete by Salesforce admin
• Provide Salesforce IDs of ExecVision users

 

Homegrown CRM, Dialer or Rarer Solutions

If utilizing SFTP account to push recordings, directories should not be created within the upload folder. Files should be directed to the data subdirectory.

ExecVision's software will move files into an automatically created subdirectory as it processes recordings and will purge files from your SFTP account altogether after seven days. The seven days are a buffer in instances for troubleshooting.

Audio or Video Format Support: wav, mp3, mp4, m4a, mpg, wma, webm, aiff, flac, ogg, gsm, webex arf or au.

Maximum File Size: individual media files should be no greater than 2GB in size.

Frequency of Uploads: calls should be uploaded or available to ExecVision within 1hr. The more frequent the upload, the faster ExecVision users will be able to interact with the calls and begin using functionality like Dashboards and call coaching. There is an expected processing delay of ~30 minutes after upload before call recordings surface in the platform.

Recording File Naming: recordings should be named in yyyyMMdd-hhmmss_uid.ext. See your implementations manager if adjustments to the recording filename need to be made.

The format represents the following information:

File Part	Description
yyyyMMdd-hhmmss	The timestamp of the start or end of the call (using a consistent convention) yyyy - four digit year MM - two digit month (01 - 12) dd - two digit day of month (01 - 31) hh - two digit hour of day (00 - 23) mm - two digit minute of hour (00 - 59) ss - two digit second of minute (00 - 60) All time zones must be consistent and shared with your implementations manager
uid	A unique id identifying the user. This may be the user's extension, email address, etc.
ext	the file extension - mp3, wav, etc.

 

Metadata Files

Supplied metadata files can be in XML, JSPN, CSV or YML. There should be exactly one metadata file per media file. Include all fields that have been configured for your ExecVision instance inside the metadata file. There is no limit to the amount of fields that are being indexed in the ExecVision search engine alongside the call, though it is recommended that customers utilize 5 - 10 fields per department. This is to ensure that ExecVision users aren't overwhelmed with the search options and are utilizing ones that are most optimized within your CRM. ExecVision does not support nested fields.

ExecVision requires certain metadata to be present before calls can be surfaced in the platform. Call recordings will not be processed until an accompanying metadata file is uploaded.

Typical fields seen in past implementations include:

• caller id
• contact name, title, account
• contact phone number
• opportunity name or amount
• disposition
• call stage or outcome

Metadata File Naming: there are two options for naming metadata files, depending on the system of uploading call recordings.

1. Uploading Recordings and Metadata

• Metadata files must be named identically to the corresponding media file
• The exception being that ext in the recording file is replaced with the metadata file type (xml, json, csv, yml)
• Ex: 20201012-140253_joe_baducci.wav is provided alongside 20201012-140253_joe_baducci.xml

2. Uploading Metadata File Only

• Recording source generates unique ids
  • This is for instances where recordings are being ingested by ExecVision from another source (dialer's API) and you are supplying only metadata via the SFTP upload.
  • Metadata files should be named id.ext (ext = yml, csv, json, xml; id = id which references the recording)
    • RingCentral files have names like ringcentral_BXyT30eVTWIZjUA with an accompanying metadata file named BXyT30eVTWIZjUA.xml
• Recording source doesn't generate unique ids
  • ExecVision utilizes a matching system to associate metadata with call recordings
  • The more fields that are provided that are common to the two systems, the higher probability of accurate matches

Updates to Metadata

It is common for reps to update call metadata significantly after the completion of the call. ExecVision's software will process metadata updates when a new version of a metadata file is uploaded, as long as the file naming convention is kept; the media file does not need to be re-uploaded in this circumstance.

Ex: ​​20201012-140253_joe_baducci.wav​ and ​20201012-140253_joe_baducci.xml ​​were uploaded at 14:05. ExecVision might process them at 14:08.