Five9 Agent Availability Integration with CallGrid

Overview#

This integration lets a CallGrid destination check a Five9 contact center's live agent availability before a call is sent. The destination's Ping calls Five9's statistics API for each call or bid. If no agents are ready, acceptance parsing rejects the ping and CallGrid routes elsewhere.

Where it lives: Buyers > Destinations > Edit Destination > Ping tab. It is a destination Ping, not an integration webhook.

Prerequisites#

Five9 administrator access and an API credential with access to real-time statistics. The Five9 Ping Template takes a Bearer Authentication Token; ask Five9 how to issue one for your domain and whether it expires (if it does, use the OAuth option in Step 3).
Your Five9 domain ID.
A CallGrid destination that dials the Five9 inbound number or SIP address for the right campaign or skill.

Step 1: Get Five9 credentials#

Ask your Five9 administrator or Five9 support to create an API credential with statistics access for your domain.
Note the domain ID for the domain whose agents take these calls.
If Five9 issues short-lived OAuth tokens rather than a static token, note the token URL, client ID and secret for the Authorization section in Step 3.

Step 2: Create or open the destination#

Buyers > Destinations, create or edit the Five9 destination.
Call Settings > Phone Type: Phone or SIP pointing at the Five9 inbound entry.
Set Max Concurrent Calls to your seat count as a backstop, and consider Capacity Guard so one available agent is not sent overlapping calls.
Save the destination; the Ping tab is available once saved.

Step 3: Configure the Ping#

Destination Ping tab with the Five9 template selected

Open the Ping tab and enable the ping integration.
In the Ping Template picker, choose Five9 and fill in Domain ID and Bearer Authentication Token, or configure manually.

Request#

Setting	Value
Method	GET
URL	The Five9 template fills in Five9's statistics ACD status endpoint, `https://developer.alpha.us.five9.net/statistics/v1/domains/{domain_id}/statistics/acd-status`. Run Ping and confirm it returns statistics for your domain; if Five9 gives you a different API host, replace the host in the URL.
Timeout	Low, for example a few seconds; the ping is in the routing path

Authentication#

Static token: add a header under Headers, Authorization: Bearer YOUR_TOKEN.
OAuth: enable Authorization. Enter the token request, set Token Path (for example access_token), Header Name Authorization, Header Prefix Bearer, and Token TTL between 60 and 86400 seconds. CallGrid caches the token for the TTL and injects it into the ping headers.

Acceptance Parsing#

Parsing Type JSON, key agentsReadyForVoice, operator Greater Than, value 0. This is the Five9 template's rule: the ping is accepted when at least one agent is ready for voice. To require more agents, use a higher value, one less than the minimum (for example 2 for at least three agents). Run Ping and confirm the response contains agentsReadyForVoice; key names are case-sensitive.

Field Mapping#

Map agentsReadyForVoice to Agent Availability to record available agents.

Step 4: Test#

In Ping Testing, fill any Test Variables the request uses.
Click Run Ping and read the raw Five9 response.
Confirm acceptance passes when agents are ready and fails when none are.
Click Save Ping.

Monitoring#

Reports > Agents: Destination, Buyer, Agents Available.
Reports > Pings for the destination: Accepted, Failed Accept, Timeout, API Failed, Avg ms, Avg Agents.
A 429 returned by Five9 is counted under API Failed with genuine errors, which inflates the failure rate. If API Failed rises, check Five9 rate limits first.
Use Max Pings Per Minute on the destination (and the buyer-level ping cap) to stay under Five9's API limits.

Troubleshooting#

Symptom	Check
Every ping fails	Token expired or lacks statistics access; switch to Authorization with a TTL if tokens rotate
Accepted with no agents	Acceptance field path wrong; Run Ping and copy the exact path
Many API Failed	Five9 rate limiting (429); lower Max Pings Per Minute
High Timeout %	Five9 latency; raise the Ping Timeout slightly or reduce volume
Calls overlap on one agent	Enable Capacity Guard or lower Max Concurrent Calls

Do it with AI#

Ask Griddy, Claude or ChatGPT. Try: "How many agents did the last ping to my Five9 destination report, and was it accepted?" Claude and ChatGPT need the CallGrid connector turned on (setup guides for Claude and ChatGPT).

The connector is read only. It looks things up and reads your data. You make the changes in CallGrid.