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ElasticFunnels Call Center can drive Five9 through a configurable REST integration: outbound actions, call control, and recording lookups all use JSON over HTTP against a base URL you provide.
Five9’s native platform APIs are largely SOAP-oriented and can be complex to wire directly. ElasticFunnels expects REST endpoints with predictable JSON request and response shapes. In practice, most deployments use a middleware proxy that translates ElasticFunnels’ REST calls into Five9 (or tenant-specific) APIs.

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Prerequisites

Before configuring the Five9 phone switch for a brand, gather:
  • ElasticFunnels access: Call Center admin, brand linked to the center, and permission to edit Brand Settings → Phone Switch
  • REST surface: Either a supported direct REST base URL or a middleware service you control, reachable from ElasticFunnels servers
  • Authentication: Either a Bearer token (api_key) or HTTP Basic credentials (username / password)
  • Agent extensions: Values in ElasticFunnels Agents must match what your Five9 or middleware expects for the placing agent
  • Optional routing defaults: Campaign name and skill ID if your dial or queue logic requires them
  • Screen pop: Webhook URL and shared secret (if used) configured on the telephony side to POST inbound events to ElasticFunnels
Complete the general phone switch flow first: Call Center → Setup → Call Centers tab → open the center → Brand Settings → Phone Switch → select Five9, then save.

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Configuration fields

FieldPurpose
api_base_urlBase URL for the Five9 REST API or your middleware (no trailing path segments required; paths below are appended).
api_keyBearer token sent as Authorization: Bearer … when using token-based auth.
usernameHTTP Basic username when using basic auth (used with password).
passwordHTTP Basic password when using basic auth.
campaign_nameOptional default campaign passed on make-call when your integration expects it.
skill_idOptional default skill passed on make-call when your integration expects it.
rest_connect_pathPath used for connectivity / credential checks (default /).
rest_make_call_pathPath for placing a call (default /calls/make).
rest_hangup_pathPath for hanging up (default /calls/hangup).
rest_transfer_pathPath for blind or attended transfer as implemented by your API (default /calls/transfer).
rest_recording_pathPath to resolve a recording URL for a call (default /calls/recording).
Use either Bearer (api_key) or Basic (username + password), according to what your REST layer accepts. Do not assume both are required unless your middleware explicitly needs them.

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Setup

Choose the pattern that matches your infrastructure.

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Direct REST API

Use this when Five9 or your tenant exposes (or you host) REST endpoints at api_base_url that match the default paths or your customized paths.
1

Confirm the base URL and auth

Obtain the HTTPS base URL and whether the service expects a Bearer token or HTTP Basic. Test with curl or your API client using the same auth ElasticFunnels will use.
2

Map paths

If your API uses different routes, set rest_connect_path, rest_make_call_path, rest_hangup_path, rest_transfer_path, and rest_recording_path to match. Defaults assume a small REST surface under the base URL.
3

Enter credentials in ElasticFunnels

In Brand Settings → Phone Switch, select Five9 and fill api_base_url plus either api_key or username and password. Add campaign_name and skill_id if required.
4

Align agent extensions

Ensure each agent’s extension in Call Center → Setup → Agents tab matches the identifier your API uses for agent_extension on make-call.
5

Save and verify

Save the brand config. Use connect / health behavior in the product (or a test dial) to confirm reachability and auth.

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Middleware proxy pattern

Use this when Five9 is reached via SOAP or proprietary APIs and a small service translates REST into those calls.
1

Deploy the proxy

Host a service that implements the REST contract ElasticFunnels uses (see How each feature works). The proxy holds Five9 credentials and tenant configuration server-side.
2

Point ElasticFunnels at the proxy

Set api_base_url to the proxy’s public HTTPS origin. Configure path overrides only if your proxy uses non-default routes.
3

Authenticate ElasticFunnels to the proxy

Prefer a dedicated api_key (Bearer) scoped to ElasticFunnels. The proxy then uses its own Five9 credentials separately.
4

Test end-to-end

Exercise connect, make call, hangup, transfer, and recording URL retrieval against a sandbox or low-risk campaign before production traffic.

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How each feature works

All responses are treated as JSON. Success is determined by HTTP status (typically 2xx) plus, when present, an optional boolean success field in the response body. Your API should return consistent JSON for errors (message body) and use appropriate status codes.

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Connect (connect())

ElasticFunnels issues a request to the configured rest_connect_path (default /) to verify that the base URL is reachable and credentials are valid. If there is no dedicated connect endpoint, the implementation may fall back to a generic credential or connectivity check against the base URL.

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Make call (makeCall())

Method: POST
Path: rest_make_call_path (default /calls/make) Typical JSON body fields:
FieldRole
agent_extensionAgent placing the call
destinationNumber or destination to dial
campaign_nameCampaign context (optional default from config)
skill_idSkill / queue hint (optional default from config)

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Hangup (hangupCall())

Method: POST
Path: rest_hangup_path (default /calls/hangup) Includes call_id identifying the active call to terminate.

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Transfer (transferCall())

Method: POST
Path: rest_transfer_path (default /calls/transfer) Includes call_id and target_extension (or equivalent routing target your API defines).

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Recording URL (getCallRecordingUrl())

Method: POST
Path: rest_recording_path (default /calls/recording) Includes call_id. The response should expose whatever field your UI or downstream code expects for the playable or downloadable recording URL (per your middleware contract).

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Screen pop (incoming calls)

Screen pop uses a webhook into ElasticFunnels. The telephony platform (or middleware) sends an event that includes enough information to perform a phone-based customer lookup and surface the matching record to the agent. Configure the webhook URL and signing or secret requirements in line with Call Center screen pop documentation for your environment. Example payload shape (illustrative; align with your actual webhook contract): 
{
  "caller_id": "+15551234567",
  "call_id": "five9-call-identifier",
  "agent_extension": "1001"
}

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Example request (make call)

Replace placeholders with your base URL, token, and paths. 
curl -sS -X POST 'https://your-api.example.com/calls/make' \
  -H 'Authorization: Bearer YOUR_API_KEY' \
  -H 'Content-Type: application/json' \
  -d '{
    "agent_extension": "1001",
    "destination": "+15559876543",
    "campaign_name": "Outbound Sales",
    "skill_id": "42"
  }'
For HTTP Basic: 
curl -sS -X POST 'https://your-api.example.com/calls/make' \
  -u 'username:password' \
  -H 'Content-Type: application/json' \
  -d '{"agent_extension":"1001","destination":"+15559876543"}'

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Troubleshooting

SymptomWhat to check
Connect fails immediatelyapi_base_url typo, TLS/certificate issues, firewall allowlisting for ElasticFunnels egress IPs, and whether rest_connect_path exists on your service.
401 / 403 on all callsWrong api_key or Basic credentials; proxy expecting a different header; clock skew if tokens are time-bound.
Make call returns 4xx with JSON errorRequest body field names (agent_extension, destination, campaign_name, skill_id) must match what your REST layer implements.
Agent cannot dialExtension mismatch between Agents in ElasticFunnels and Five9 / middleware; agent not logged in or not eligible in Five9 for that campaign or skill.
Hangup or transfer no-opscall_id from the dial or webhook session must be the same identifier your hangup/transfer endpoints expect.
Recording URL empty or invalidRecording retention, permissions, and async availability in Five9; proxy mapping from Five9 recording IDs to HTTPS URLs.
Screen pop missing customerWebhook not firing, wrong number normalization for lookup, or customer not found by phone in CRM.
Because many Five9 setups rely on a custom middleware contract, field names and response JSON may differ slightly from the defaults described here. Treat your proxy’s OpenAPI spec or README as the source of truth and align path overrides and payload mapping accordingly.
When debugging, log request URL, HTTP status, and response body on the middleware side. Compare with ElasticFunnels server logs or support exports to isolate network versus application errors quickly.