Architecture

This chapter describes the architecture of the 2Ring Dashboards & Wallboards AmazonConnect Connector.

Figure 1: Five9 Architecture

Five9 connector Uses 2 APIs:

• Agent and Supervisor REST APIs (Five9 documentation: VCC Agent and Supervisor REST APIs)

• Configuration Web Services, section Reports

Supervisor REST APIs

1. Connector start

2. Supervisor login and start session

3. Set Statistics Filter Settings

4. Connect WebSocket client

5. Send request for full statistics

6. Process events received by WebSocket

7. Logout supervisor when the connector stops.

At the moment the connector is capable of displaying voice only statistics, because of the API being used.

Figure 2: Five9 Connector Diagram

Configuration Web Services - Reports

1. Configure custom grids

2. Determine request’s limits (call method getCallCountersState) - refresh 1 per day

3. Evaluate reports, 30s delay between reports

4. Wait some time (calculated from request’s limit, number of configured reports and setting ‘Run Report Interval’)

Figure 3: Five9 Connector Diagram