Five9
Five9 can export call recordings to Files.com over SFTP. This gives the contact center a recording archive that staff can access through Files.com without using Five9's recording viewer. Five9 controls which calls are recorded and exported; Files.com stores the delivered files and controls access to them.
Five9's data retention policy lists VCC audio recording retention as the earlier of 30 days or successful SFTP/FTP offload, or as specified in the contract. The archive can become the retained copy once offload completes, so verify that staff can retrieve its recordings.
SFTP Recording Destination
Give Five9 a dedicated Files.com machine account with SFTP access and permission to upload into the recording folder and create any subfolders required by the filename pattern. With key authentication, register the public SSH key on that user and load the matching private key into Five9.
Five9's Administrator's Guide describes the recording export settings and Advanced Recording Uploads. For an SFTP destination, the connection uses:
| Setting | Files.com value |
|---|---|
| Protocol | SFTP |
| Hostname | Your site's hostname, such as example.files.com, without a protocol prefix or folder path |
| Port | 22 |
| Username | The dedicated machine account's username |
| User key | The private key matching the public key registered on that account |
| Recording path | The archive folder and filename pattern, as seen by that account |
Use Five9's connection test, then verify an actual recorded call. Campaign and disposition settings can override the domain's default destination, so a successful default connection does not establish where every campaign exports.
Five9's filename pattern can include call identifiers and recording attributes. Retain enough information to find the call and distinguish its recording segments; an agent name and date alone need not identify one recording.
Archive Storage and Access
A recording folder on Files.com Native Storage holds the received files independently of Five9. If the archive belongs in your own cloud storage, a Remote Server Mount can expose that destination through the same Files.com SFTP connection. With Buffered Uploads, Five9's successful upload confirms receipt by Files.com before onward delivery finishes. Check that delivery before treating the remote archive as complete.
Five9 Advanced Recording Uploads also supports an Amazon S3 destination. When Five9 already writes into your AWS bucket, an Amazon S3 Remote Server lets Files.com expose those recordings through a mount. Five9 continues uploading to AWS; its export credentials and the Files.com bucket connection have separate permissions. The mount provides access to the existing objects. Use a Sync to separate storage when the requirement is another copy.
Give people their own Files.com accounts and folder permissions for the recordings they need. Audio previews support browser playback of WAV files where the browser supports the recording's format. Verify that a delivered file matches the expected call and plays for an authorized archive user.
Set the archive's retention and expiration policy for your organization's requirements. Five9's retention window and a Files.com file-expiration rule govern different copies; configuring one does not establish the other.