Five9 integration with Artemis for voice automation via SIP

Integrate Five9 with Kore Voice Automation using SIP trunking. Route inbound calls to an Artemis agent, then end the call or transfer the caller to a Five9 skill queue or agent.

Integrate Five9 with Kore Voice Automation using SIP trunking in the Artemis platform. Five9 routes inbound voice calls to an Artemis agent for self-service. Based on the conversation outcome, the agent can:

• End the conversation and disconnect the call.
• Transfer the caller to a Five9 skill queue.
• Transfer the caller directly to a Five9 agent.

Prerequisites

Before you configure the integration, confirm that you have the following.

Five9

• A Five9 Virtual Contact Center (VCC) Administrator account with privileges to configure:
  • SIP trunks and DID numbers.
  • Interactive Voice Response (IVR) scripts.
  • Campaigns, skills, and agents.
  • VoiceStream subscription.
• A SIP trunk between Five9 and Kore. Five9 pre-configures this trunk.
• DID numbers. The Five9 team provides these after they set up your Five9 instance.

Artemis

• An Artemis Platform account with administrator access.
• Familiarity with building Artemis agents.

Configure Artemis

Build the agent

1. Sign in to Agent Platform - Artemis.
2. Open the project.
3. Go to Agents > your agent > Designer / Editor. Create or edit an agent for Voice Automation.
4. Use the ESCALATE block to send routing headers. See Routing header examples.
5. Update the agent definition for your use case.

The following sample agent reads the inbound Five9 SIP headers and returns routing instructions on the outbound SIP BYE.

AGENT: Five_Sip_bye

GOAL: "Verify Five9 inbound SIP headers and return routing instructions on the outbound SIP BYE"

IDENTITY:
  role: "Five9 SIP BYE Header Test Assistant"
  persona: "Brief, professional, and exact when confirming SIP metadata tests"

MEMORY:
  session:
    - name: five9_sip_headers
      type: object
    - name: five9_call_id
      type: string
    - name: five9_session_id
      type: string
    - name: five9_call_session_id
      type: string
    - name: five9_ani
      type: string
    - name: five9_dnis
      type: string
    - name: five9_campaign
      type: string
    - name: five9_campaign_id
      type: string
    - name: five9_domain_id
      type: string
    - name: five9_call_start_timestamp
      type: string
    - name: five9_region
      type: string

FLOW:
  entry_point: capture_five9_headers
  steps:
    - capture_five9_headers
    - announce_test
    - wait_for_summary_test
    - release_to_five9

capture_five9_headers:
  REASONING: false
  SET:
    five9_sip_headers = _metadata.sip.headers
    five9_call_id = _metadata.sip.headers["x-callid"]
    five9_session_id = _metadata.sip.headers["x-five9sessionid"]
    five9_call_session_id = _metadata.sip.headers["x-callsessionid"]
    five9_ani = _metadata.sip.headers["x-callani"]
    five9_dnis = _metadata.sip.headers["x-calldnis"]
    five9_campaign = _metadata.sip.headers["x-callcampaign"]
    five9_campaign_id = _metadata.sip.headers["x-callcampaignid"]
    five9_domain_id = _metadata.sip.headers["x-calldomainid"]
    five9_call_start_timestamp = _metadata.sip.headers["x-callstarttimestamp"]
    five9_region = _metadata.sip.headers["x-five9-region"]
  THEN: announce_test

announce_test:
  REASONING: false
  RESPOND: |
    The inbound Five9 SIP header test succeeded.
    Please say transfer to five9. I will then return the call to Five9.
  THEN: wait_for_summary_test

wait_for_summary_test:
  REASONING: false
  GATHER:
    - summary_test_input: required
      prompt: "Please say transfer to five9 now."
      type: string
  THEN: release_to_five9

release_to_five9:
  REASONING: false
  THEN: ESCALATE with REASON: "Five9 outbound SIP BYE routing-header validation"

ESCALATE:
  routing:
    voice:
      call_transfer_type: sip
      transfer_method: bye
      sip_headers:
        "X-RouteType": "skill"
        "X-RouteValue": "Kore_Skill"
        "X-RouteReason": "TransferToQueue"

EXECUTION:
  model: "qwen35-a3b-35b"

Routing header examples

Use the following SIP BYE routing headers for common use cases.

Skill transfer

ESCALATE:
  routing:
    voice:
      call_transfer_type: sip
      transfer_method: bye
      sip_headers:
        "X-RouteType": "skill"
        "X-RouteValue": "Kore_Skill"
        "X-RouteReason": "TransferToQueue"

Agent transfer

ESCALATE:
  routing:
    voice:
      call_transfer_type: sip
      transfer_method: bye
      sip_headers:
        "X-RouteType": "agent"
        "X-RouteValue": "[e-mail]"
        "X-RouteReason": "TransferToAgent"

Hangup

ESCALATE:
  routing:
    voice:
      call_transfer_type: sip
      transfer_method: bye
      sip_headers:
        "X-RouteType": "hangup"
        "X-RouteValue": "hangup"
        "X-RouteReason": "hangup"

Configure Agent Transfer

Configure Agent Transfer to send the headers back to Five9 during SIP BYE.

The system returns custom SIP headers to Five9 only if you add them to the allowed headers list in Agent Transfer.

1. Go to Settings > Agent Transfer > Voice Gateway.
2. For Gateway Type, select Kore Voice Gateway.
3. For Transfer Method, select SIP BYE (release-link).
4. Enable Header Passthrough.
5. Under Allowed Transfer Headers, add all the Five9 custom headers.

Configure the SIP trunk

For inbound calls to Artemis using SIP INVITE, set Bring Your Own SIP as the Voice Provider.

1. Go to Deployments > Channels > Pipeline Voice.

2. Click Create New.

3. Enter the details for your use case, and click Create.

4. For Voice Provider, select Bring Your Own SIP.

5. For SIP Gateway IPs / CIDRs, enter the following Five9 IPs:

   3.224.189.218,
   35.174.41.205,
   208.69.29.60,
   208.69.29.43,
   208.69.29.44,
   208.69.29.45,
   208.69.29.46,
   162.213.153.62,
   208.69.29.54,
   162.213.153.52
   

6. For DID / Phone Number, enter a number from the range that the Five9 team provides after they set up the SIP trunk route.

7. Click Save Changes.

Configure Five9

When you acquire the Five9 instance for Kore Voice Automation, the Five9 team configures the Five9 - Kore Voice Automation IVR Script Template in your instance. Update the following values:

• DID number
• Authorization Header
• Kore.abl_tenant_id
• Kore.abl_project_id

The following steps help you validate the IVR script.

Create the IVR flow

1. Sign in to Five9 VCC Administrator.
2. Create a list of the required Kore variables in VCC Admin Panel > Call Variables > Kore.
3. Under IVR Scripts, right-click and select Add IVR Script.
4. In the IVR flow, add a Set Variable module after the Incoming Call module. Set the DID number. See SIP trunk provisioning.
5. Add a 3rd-Party Transfer module to transfer the call to Kore Voice Automation.
6. Add a Case module to transfer the call back to a skill or an agent, or to hang up.
7. Add a Query module. Use the Session Summary API to retrieve data from the Artemis platform when users hang up during the interaction with the AI agent.
8. In the Request tab of the Query module, update the Bearer token with the Artemis API Key > Platform Key. Set the other headers as shown.

SIP trunk provisioning

The Five9 team pre-configures the SIP trunk so that Kore can identify the dialed DID in SIP INVITEs from Five9. Kore is an accredited Five9 ISV partner and documents this setup in its Five9 onboarding materials.

Use the following Kore SBC details to configure the SIP trunk in Five9.

Serial number	Domain	IP address
1	savg-cusprd-sbc1.kore.ai	20.236.241.21
2	savg-cusprd-sbc2.kore.ai	20.37.130.192

Verify the SIP trunk configuration

1. Attach a Five9 number to the campaign. Use the IVR script that you created in Create the IVR flow.
2. Call the Five9 number from Google Meet or Zoom. Five9 transfers the call to the Kore Voice Automation flow using the DID number in the SIP INVITE.

Call routing logic

Five9 routes the call based on the SIP headers that Kore sends after the SIP session ends. You define these headers in Build the agent.

Bot hangup

If the agent completes the conversation:

• Kore ends the SIP session.
• Five9 receives the route type hangup.
• Five9 disconnects the call.

Skill transfer

If the agent determines that the caller needs a queue:

• Kore sends the required SIP headers.
• Five9 reads the routing information.
• Five9 transfers the caller to the configured skill queue.

Agent transfer

If the agent determines that the caller needs a specific agent:

• Kore sends the required SIP headers.
• Five9 reads the destination agent.
• Five9 transfers the caller directly to that agent.

The Five9 agent username must be the email-format username that you configure in VCC Administrator.

Integrate Voice Gateway with Five9

Associate the Voice Gateway SIP endpoint with the Five9 Voice Automation flow. Before you publish the flow, verify that:

• The SIP trunk is active.
• The SBC IP addresses are in the allowlist.
• The DID maps to the correct SIP destination.
• Agent Transfer allows the SIP headers that Kore sends back to Five9 during SIP BYE.

Test the integration

1. Call the Five9 phone number.
2. Verify that Five9 routes the call to Kore.
3. Complete one of the following conversation outcomes.

Scenario	Expected result
Bot hangup	The conversation completes and the call disconnects.
Skill transfer	Five9 transfers the call to the configured skill.
Agent transfer	Five9 transfers the call directly to the configured agent.

Best practices

• Configure Agent Transfer to allow the SIP headers that must return to Five9.
• Validate SIP connectivity before you publish the flow.
• Use dedicated DIDs for production and non-production environments.
• Verify SIP routing after every Voice Automation flow update.
• Test all routing scenarios before you deploy to production.

Troubleshooting

Issue	Resolution
SIP connection fails	Verify SIP trunk connectivity. Confirm that the SBC IP addresses are in the allowlist.
Call doesn’t reach Kore	Verify the DID mapping and SIP URI configuration.
Skill transfer fails	Verify the X-RouteType and X-RouteValue SIP headers.
Agent transfer fails	Verify that the destination agent username matches the Five9 username format.
SIP headers are missing	Confirm that Agent Transfer allows the intended SIP headers.

View interaction details in Kore

Go to Operate > Sessions to view detailed user-agent interactions.

Additional notes

• Kore uses SIP BYE to return control to Five9.
• Kore stores the conversation context after the transfer.
• Five9 uses SIP headers to determine the routing action after the SIP session ends.