> For the complete documentation index, see [llms.txt](https://docs.balkan.id/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.balkan.id/getting-started/setting-up-your-tenant/application-integrations/direct-application-integrations/five9-integration-setup.md).

# Five9 Integration Setup

### Getting started

BalkanID recommends a dedicated Five9 administrator account. Do not reuse personal-account credentials.

**Requirements:**

* **Username**
* **Password**
* **Data Center** — `api.five9.com` (US, default), `api.five9.ca` (Canada), `api.five9.eu` or `api.eu.five9.com` (EU), `api.in.five9.com` (India)

{% hint style="warning" %}
Enter the exact hostname above, not a region name. An unrecognized value may fall back back to `api.five9.com`, so a typo or a plain "US"/"EU" here can route to the wrong data center with no error.
{% endhint %}

**Create an API-only Administrator account**

1. In Five9 Admin, create or designate an integration user. Assign the **Admin** role.
2. Enable **User can use Administrator Services** under the user's Administrator Permissions.
3. Enable the **Agent groups** and **Skills** manage-users sub-permissions to sync those entities.
4. Record the account's **Username** and **Password**, and confirm its **Data Center** hostname from the table above.

### Configure Five9 within your BalkanID tenant

1. Sign in to BalkanID. Switch to the tenant where you want the integration.
2. Go to *Integrations* → **Add Integration**. Search for and select **Five9**.
3. Set the **Primary Application Owner**. Add a description and secondary owners if needed.
4. Under **Select Extraction Type**, keep **Direct Configuration** selected. Enter the **Username** and **Password**, then select the **Data Center**. Click **Next**.
5. Complete **Optional Configuration**, if required.
6. Click **Save**. BalkanID displays the integration with the others on the **Integrations** page. When data is available, its status is **Connected** and its message is **Data available**.

### What BalkanID extracts

| Type              | From Five9                                                                                                                   |
| ----------------- | ---------------------------------------------------------------------------------------------------------------------------- |
| **Users**         | Every user account, including its status.                                                                                    |
| **Roles**         | The Admin, Agent, Supervisor, and Reporting role categories. BalkanID also extracts assigned roles and granular permissions. |
| **User Profiles** | Permission profiles, including their assigned roles and skills.                                                              |
| **Agent Groups**  | Agent groups and their members.                                                                                              |
| **Skills**        | Skills and their assigned users or profiles.                                                                                 |
| **Insights**      | Findings such as account-wide API access, full administrator permissions, or inactive accounts that retain access.           |


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