Setting up the Five9 Plus Adapter for Salesforce

See also

Sources

1. 1
   In Agent Desktop Plus, connectors triggered by a disposition open in a new browser window, while manual connectors appear as tabs the agent selects during the call.

   Using Campaign Features · Using Campaign Features, Connectors section · Checked 2026-10-02
2. 2
   Agent Desktop Plus used without the Plus Adapter has no documented mechanism that creates Salesforce Tasks or writes the disposition to Call Result; Salesforce write-back on that path depends on a connector URL the customer supplies.inferred

   Using Campaign Features · Using Campaign Features, Connectors section (read against Viewing Standard Salesforce Task Fields) · Checked 2026-10-02
3. 3
   ANI Search is set on the Screen Pop tab of the Five9 Settings tab; when enabled the caller's number is searched, Five9 recommends enabling it, and when disabled only custom Salesforce fields are used.

   Enabling Custom Salesforce Search Options · Enabling Custom Salesforce Search Options, ANI Search option · Checked 2026-10-02
4. 4
   Batch log upload sends scheduled Five9 reports in CSV to a Salesforce Email Services address, mapped through Five9 Settings > Five9 Log Mapping, with a 5 MB report size limit.

   Uploading Batches of Five9 Logs · Uploading Batches of Five9 Logs, process steps and constraints · Checked 2026-10-02
5. 5
   Five9 recommends capturing calls in Salesforce either through adapter Tasks or through the scheduled Five9 log report upload, not both, to avoid duplicate call records.

   Uploading Batches of Five9 Logs · Uploading Batches of Five9 Logs, introduction · Checked 2026-10-02
6. 6
   Depending on configuration, a click-to-dial call has its campaign selected automatically, prompts the agent to select a campaign, or needs no campaign.

   Click to Dial · Click to Dial, campaign assignment · Checked 2026-10-02
7. 7
   Click to dial in Salesforce works only after the agent has logged in to the Five9 softphone.

   Click to Dial · Click to Dial, prerequisite note · Checked 2026-10-02
8. 8
   The Click-to-Dial Search option on the Five9 Settings Screen Pop tab controls whether a search results list is shown for click-to-dial calls or the detail page opens directly.

   Enabling Custom Salesforce Search Options · Enabling Custom Salesforce Search Options, Click-to-Dial Search option · Checked 2026-10-02
9. 9
   A Five9 call center is created in Salesforce from Setup > Call Centers by clicking Import on the All Call Centers page, choosing the call center definition XML file and clicking Import.

   Creating the Initial Call Center · Creating the Initial Call Center, steps 1-4 · Checked 2026-10-02
10. 10
    An agent may be assigned to only one Salesforce call center at a time.

    Creating and Populating a Five9 Call Center in Salesforce · Creating and Populating a Five9 Call Center in Salesforce, chapter introduction · Checked 2026-10-02
11. 11
    Five9 lists four call center definition files: Five9VirtualCallCenterFreedom.xml (standard login), Five9VirtualCallCenterFreedomCanvas.xml (single sign-on), Five9VirtualCallCenterFreedomLightningExp.xml (Lightning Experience standard) and Five9VirtualCallCenterFreedomLightningExpSSO.xml (Lightning Experience SSO).

    Creating the Initial Call Center · Creating the Initial Call Center, call center definition file table · Checked 2026-10-02
12. 12
    Five9 states that the SSO version of the call center definition file is being deprecated because of Chrome third-party cookie limitations.

    Downloading the Call Center Definition File · Downloading the Call Center Definition File, note · Checked 2026-10-02
13. 13
    The standard login call center definition file, downloaded from the Five9 Adapters for Salesforce page or the Five9 Unified Portal, has agents log in separately to Salesforce and to Five9.

    Downloading the Call Center Definition File · Downloading the Call Center Definition File, steps and standard login description · Checked 2026-10-02
14. 14
    Five9 limits the Comment field to 32,000 characters for agent comments and chat transcripts and sets no other field-length limits.

    Five9 Custom Fields · Five9 Custom Fields, field length note · Checked 2026-10-02
15. 15
    A connector is activated by adding it to one or more campaigns.

    Managing Connectors · Managing Connectors, introduction · Checked 2026-10-02
16. 16
    Five9 connectors are URLs used to automate tasks such as looking up a customer record, and execute on the agent's computer in an embedded browser or a new window.

    Connectors · Connectors chapter, introduction and execution section · Checked 2026-10-02
17. 17
    Connector URL parameters use case-sensitive Agent., Call. and Customer. names such as Call.session_id, Call.disposition_id and Customer.number, and a GET URL is limited to 2048 characters after population.

    URL Parameters · URL Parameters, parameter definition and length limit · Checked 2026-10-02
18. 18
    A connector carrying sensitive parameters must use a secure URL and the POST method; it cannot be saved with a non-secure URL or GET.

    URL Parameters · URL Parameters, important notes · Checked 2026-10-02
19. 19
    Connector call triggers include Manually Started, On Call Accepted, On Call Disconnected, On Preview, On Contact Selection, On Warm Transfer Initiation and On Call Dispositioned, the last firing only for the dispositions selected.

    Selecting the Trigger · Selecting the Trigger, call events list · Checked 2026-10-02
20. 20
    New Plus Adapter integrations install only the Five9SessionID and Five9TaskType Task custom fields; other Five9 custom fields must be created manually in Salesforce with the exact names Five9 documents.

    Five9 Custom Fields · Five9 Custom Fields, installation note · Checked 2026-10-02
21. 21
    The default search uses the Salesforce phone fields added to the softphone layout, and formula fields are not searched.

    Enabling Custom Salesforce Search Options · Enabling Custom Salesforce Search Options, default search note · Checked 2026-10-02
22. 22
    Softphone layouts are configured in Salesforce Setup > SoftPhone Layouts separately for Inbound, Outbound and Internal call types, selecting the objects searched.

    Configuring the Softphone Layout · Configuring the Softphone Layout, call type selection · Checked 2026-10-02
23. 23
    The softphone layout sets screen pop behaviour separately for no matching records (no pop, new record, or Visualforce page), a single match (no pop, detail page, or Visualforce page) and multiple matches (no pop, search page, or Visualforce page).

    Configuring the Softphone Layout · Configuring the Softphone Layout, Screen Pop Settings · Checked 2026-10-02
24. 24
    A user's personal settings override the administrator's softphone layout screen pop setting.

    Configuring the Softphone Layout · Configuring the Softphone Layout, note on personal settings · Checked 2026-10-02
25. 25
    The Lightning app is created in Setup > App Manager > New Lightning App, choosing standard or console navigation and assigning user profiles before Save & Finish.

    Creating a Lightning Experience Application · Creating a Lightning Experience Application, steps · Checked 2026-10-02
26. 26
    In a Lightning Experience app the Open CTI Softphone item must be added to the utility bar for the CTI workspace to be available.

    Creating a Lightning Experience Application · Creating a Lightning Experience Application, utility bar step · Checked 2026-10-02
27. 27
    The Open CTI Softphone utility item should have Start automatically selected so the Five9 Plus Adapter loads in the background.

    Creating a Lightning Experience Application · Creating a Lightning Experience Application, utility item properties step · Checked 2026-10-02
28. 28
    The Lightning Flow setup asks the administrator to select the Five9 data center: North America, Canada, Europe, UK or India.

    Lightning Flow Option · Lightning Flow Option, data center step · Checked 2026-10-02
29. 29
    As an alternative to manual setup, Salesforce Service Setup > Voice Support Setup offers Five9 Cloud Contact Center, which installs the package and walks through adding call center users in a Who's Answering the Phone window.

    Lightning Flow Option · Lightning Flow Option, steps 1-7 · Checked 2026-10-02
30. 30
    Agents can add comments to the call log at any time before selecting a disposition, including during preview and while the phone rings.

    Adding Comments to the Call Log · Adding Comments to the Call Log, introduction · Checked 2026-10-02
31. 31
    The Salesforce call log Task is finalised when the agent sets the disposition, so a call left without a disposition should not be expected to show a completed Task with a Call Result.inferred

    Adding Comments to the Call Log · Adding Comments to the Call Log, steps ending with Set Disposition · Checked 2026-10-02
32. 32
    Salesforce busy presence statuses are matched to Five9 Not Ready reason codes by the Five9 Not Ready Reason Code Name.

    Configuring Omni-Channel Settings · Configuring Omni-Channel Settings, busy presence statuses step · Checked 2026-10-02
33. 33
    The Five9 channels available for mapping to Salesforce service channels are Five9 Voice, Five9 Voicemail and Five9 Text.

    Configuring Omni-Channel Settings · Configuring Omni-Channel Settings, channel mapping step · Checked 2026-10-02
34. 34
    Softphone and Omni-Channel status are synchronized by selecting Enable Omni-Channel Synchronization in the Five9 Omni-Channel settings, set at organization, profile or user level.

    Configuring Omni-Channel Settings · Configuring Omni-Channel Settings, steps 2-3 · Checked 2026-10-02
35. 35
    Federated routing settings can block text interactions while an agent is on a Five9 call and block incoming calls while the agent handles Omni-Channel text work.

    Configuring Omni-Channel Settings · Configuring Omni-Channel Settings, federated routing settings step · Checked 2026-10-02
36. 36
    Five9 Omni-Channel synchronization works only with Lightning call center definitions, not with Classic Console.

    Integrating Five9 Channel Readiness with Omni-Channel · Integrating Five9 Channel Readiness with Omni-Channel, compatibility note · Checked 2026-10-02
37. 37
    Omni-Channel integration requires Salesforce Omni-Channel enabled in the console utility bar, configured chat and Email-to-Case channels, and Five9 managed package 2.46 or later.

    Integrating Five9 Channel Readiness with Omni-Channel · Integrating Five9 Channel Readiness with Omni-Channel, prerequisites · Checked 2026-10-02
38. 38
    Five9 recommends agents sign in to Five9 first when starting an Omni-Channel session, which logs them into the Omni-Channel adapter automatically.

    Integrating Five9 Channel Readiness with Omni-Channel · Integrating Five9 Channel Readiness with Omni-Channel, agent login note · Checked 2026-10-02
39. 39
    Administrators are assigned the Five9 Open CTI Admin permission set.

    Assigning the Five9 Permission Set · Assigning the Five9 Permission Set, permission set names · Checked 2026-10-02
40. 40
    The Five9 Open CTI User permission set contains all the Salesforce permissions Five9 agents need and is assigned under the user's Permission Set Assignments > Edit Assignments.

    Assigning the Five9 Permission Set · Assigning the Five9 Permission Set, steps 1-5 · Checked 2026-10-02
41. 41
    From managed package version 2.44 the way Five9 manages Task custom fields changed and most Five9 Task custom fields are deprecated, which can require rebuilding fields and the workflow references to them.

    Managed Package Releases · Managed Package Releases, important notice on Task custom fields · Checked 2026-10-02
42. 42
    The Five9 managed package is installed from Salesforce AppExchange, reached from the Five9 Salesforce integration download page, by clicking Get It Now and then Install in Production or Install in Sandbox.

    Installing the Five9 Managed Package · Installing the Five9 Managed Package, numbered steps 1-5 · Checked 2026-10-02
43. 43
    During managed package installation the administrator chooses Install for admins only, Install for all users, or Install for specific profiles.

    Installing the Five9 Managed Package · Installing the Five9 Managed Package, step choosing installation scope · Checked 2026-10-02
44. 44
    The latest Five9 managed package release listed in the Plus Adapter documentation is version 2.53, released November 2023.

    Managed Package Releases · Managed Package Releases, latest release entry 2.53 · Checked 2026-10-02
45. 45
    Five9 recommends full user acceptance testing in a test environment before deploying a managed package upgrade.

    Managed Package Releases · Managed Package Releases, important notice · Checked 2026-10-02
46. 46
    To upgrade the Five9 managed package from version 2.43 to 2.46, version 2.44.1 must be installed first and then 2.46.

    Installing the Five9 Managed Package · Installing the Five9 Managed Package, note · Checked 2026-10-02
47. 47
    Agents must be assigned to a Salesforce profile that contains the appropriate Salesforce permissions, including access to Five9 custom applications and connected apps where used.

    Enabling Salesforce Permissions in User Profiles · Enabling Salesforce Permissions in User Profiles, introduction and steps 7-8 · Checked 2026-10-02
48. 48
    Five9 directs administrators to set the Five9 Settings tab to Tab Hidden in profiles of non-administrators to prevent errors.

    Enabling Salesforce Permissions in User Profiles · Enabling Salesforce Permissions in User Profiles, Tab Settings step · Checked 2026-10-02
49. 49
    The call log is associated with a record automatically (original mode: last record opened during the call; enhanced mode: first clicked record for outbound, last opened for inbound), and the agent may change the associated record before selecting a disposition.

    Adding Comments to the Call Log · Adding Comments to the Call Log, record association section · Checked 2026-10-02
50. 50
    Callback notifications are searched by the ANI only; Salesforce contact fields are not used.

    Understanding Search Rules According to Call Types · Understanding Search Rules According to Call Types, Callback Notifications row · Checked 2026-10-02
51. 51
    For inbound calls the adapter searches in order: the salesforce_id call variable, a call variable in SFObject.ObjectField form, a contact field named salesforce_id, a contact field in SFObject.ObjectField form, then the ANI if ANI Search is enabled.

    Understanding Search Rules According to Call Types · Understanding Search Rules According to Call Types, Inbound row · Checked 2026-10-02
52. 52
    No search is performed for internal, queued or parked calls; internal transfers and calls retrieved from park are searched by the rules of the original call type.

    Understanding Search Rules According to Call Types · Understanding Search Rules According to Call Types, Internal, Transfers and Park rows · Checked 2026-10-02
53. 53
    For outbound and preview calls the adapter searches by the salesforce_id call variable, then SFObject.ObjectField call variables, then contact fields, and falls back to the DNIS when none are present.

    Understanding Search Rules According to Call Types · Understanding Search Rules According to Call Types, Outbound and Preview row · Checked 2026-10-02
54. 54
    For outbound and preview calls a pop-up window is displayed only if the search returns exactly one Salesforce object.

    Understanding Search Rules According to Call Types · Understanding Search Rules According to Call Types, Outbound and Preview result column · Checked 2026-10-02
55. 55
    For SSO, an identity provider login URL is passed as a parameter in the Five9 call center definition settings, which shows an SSO Login button in the adapter.

    Modifying the Call Center Definition for SSO · Modifying the Call Center Definition for SSO, introduction · Checked 2026-10-02
56. 56
    With SSO, users of different Five9 domains need separate Salesforce call centers, each pointing to its own IdP-initiated login link, and the IdP must support a unique Entity ID per Five9 domain.

    Modifying the Call Center Definition for SSO · Modifying the Call Center Definition for SSO, configuration requirements · Checked 2026-10-02
57. 57
    The Task Call Object Identifier is a Salesforce unique ID that is different from the Five9 session ID.

    Viewing Standard Salesforce Task Fields · Viewing Standard Salesforce Task Fields, Call Object Identifier row · Checked 2026-10-02
58. 58
    The adapter writes the Five9 call disposition selected by the agent to the Call Result field of the Salesforce Task.

    Viewing Standard Salesforce Task Fields · Viewing Standard Salesforce Task Fields, Call Result row · Checked 2026-10-02
59. 59
    The Task Comments field holds the Five9 call log text that agents type in the softphone.

    Viewing Standard Salesforce Task Fields · Viewing Standard Salesforce Task Fields, Comments row · Checked 2026-10-02
60. 60
    Tasks created for calls have Type set to Call, Status always Completed, Priority Normal, a Call Type of inbound, outbound or internal, and a default Subject of Call <date><time> that the agent can edit.

    Viewing Standard Salesforce Task Fields · Viewing Standard Salesforce Task Fields, Type, Status, Priority, Call Type and Subject rows · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Setting up the Five9 Plus Adapter for Salesforce. WarmTransfer. https://warmtransfer.net/guides/five9-salesforce-adapter-setup

@misc{warmtransfer-five9-salesforce-adapter-setup,
  title  = {Setting up the Five9 Plus Adapter for Salesforce},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/five9-salesforce-adapter-setup},
  note   = {Verified 2026-10-02}
}