> ## Documentation Index
> Fetch the complete documentation index at: https://docs.famulor.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Five9 Integration

> Connect a Five9 contact center seat to Famulor via SIP

<Warning>
  **Done for you — any region, any country (our EU partner carrier)**

  If you prefer not to configure a SIP trunk or import numbers yourself, our **EU partner carrier** can supply **local numbers in any region and any country**, set up the **SIP trunk**, and **import the connection into Famulor** for you. Provisioning runs **end-to-end through the partner** (carrier-side), so you skip DIY trunk and number import in Famulor.

  * **Custom number region / full-service onboarding:** [Famulor Custom Number Region form](https://tally.so/r/w4bN2Y)
  * **More detail or bespoke options:** [support@famulor.de](mailto:support@famulor.de)
</Warning>

# Five9 Integration

> Connect a Five9 contact-center seat to Famulor via direct SIP

Five9 is the carrier for its own contact-center customers. To connect Famulor as an AI handler in front of (or behind) a Five9 seat, you provision Famulor as an external SIP destination on Five9's SBC and route specific DIDs to it.

<Warning>
  **Enterprise plan + Five9 support required.** Direct SIP termination is not self-service in the Five9 portal. You will need to open a ticket with Five9 to whitelist Famulor's egress IPs and to enable the destination FQDN. Allow several business days.
</Warning>

<Info>
  **No 302 / use REFER for transfers.** Five9 does not honor SIP 302 redirects. If your Famulor flow needs to transfer a call to a human, use SIP REFER instead of 302.
</Info>

<Warning>
  **12-hour call cap.** Five9 hard-drops sessions at 12 hours regardless of activity. Plan for it in long-running flows.
</Warning>

## Step 1: Open the Five9 ticket

Email or call Five9 support and provide:

* The DIDs you want routed to Famulor.
* Your Famulor SIP address: `xxx.sip.livekit.cloud`.
* The transport you want: TCP/5060 or TLS/5061.
* Whether you want to authenticate by IP allow-list or by digest credentials. (Digest is preferred — Famulor has no static egress IPs.)
* Famulor's current SIP egress IP ranges, available from Famulor support.

<Note>
  **Find your Famulor SIP address:** Famulor dashboard → **Phone Numbers → Integrate SIP trunk → Our SIP address**.
</Note>

## Step 2: Configure Five9's outbound destination

Once Five9 enables the destination, they will give you:

```
Five9 SBC FQDN:    e.g. sbc-{region}.five9.com
Username:          (digest auth) generated by Five9
Password:          (digest auth) generated by Five9
DID list:          the DIDs that will route via Famulor
```

## Step 3: Import the number into Famulor

1. Open your Famulor dashboard and go to **Phone Numbers → Integrate SIP trunk**.

2. Fill in:

   ```
   Phone number:   Your Five9 DID in E.164 (e.g. +1 415 555 0123)
   Username:       The Five9 digest username
   Password:       The Five9 digest password
   ```

3. Outbound settings:

   ```
   SIP address:            sbc-{region}.five9.com   (the FQDN Five9 provided)
   Outbound number format: International (with +)
   ```

4. **Authorization type:** Username and password.

5. **Country:** the country of the assigned DID.

## Step 4: Codec parity

Set Famulor's codec preference to **G.711 (PCMU/PCMA)** only — Five9 mandates G.711. Disable Opus and G.722 if your Famulor project advertises them, otherwise the trunk negotiates `488 Not Acceptable Here`.

## Step 5: Verify

1. Assign the number to a `Receive phone calls` assistant. Call your Five9 DID — the AI should answer within 1–2 rings.
2. Create a `Make phone calls` assistant with the same number and trigger an outbound test call.

## Common issues

<AccordionGroup>
  <Accordion title="One-way audio">
    Almost always RTP firewalling. Five9 uses a wide UDP RTP range — ensure your network does not restrict outbound UDP from your Famulor egress to Five9's SBC IPs.
  </Accordion>

  <Accordion title="Calls drop after exactly 12 hours">
    This is a Five9 design limit, not a Famulor bug. For long campaigns, design the flow to re-establish or accept the cap.
  </Accordion>

  <Accordion title="SIP REFER transfer doesn't trigger the agent">
    Five9 needs the REFER target to be a fully-qualified `sip:` URI that points at one of its inbound IVR queues. Bare extensions are silently dropped — always send `sip:queue@sbc-{region}.five9.com`.
  </Accordion>

  <Accordion title="403 on outbound">
    Either the digest credentials don't match, or Five9 has not yet provisioned Famulor's egress on the destination ACL. Re-confirm with Five9 support that both are in place.
  </Accordion>
</AccordionGroup>

***

<Note>
  Need help with setup? Our support team can supply the SIP egress IP ranges to give to Five9 and assist with the ticket wording.
</Note>

<Tip>
  Related pages: [SIP Integration](/en/provisioning/sip-ai/sip-integration) and [SIP Troubleshooting](/en/provisioning/sip-ai/sip-troubleshooting).
</Tip>