Setting Up the Law Ruler > Five9 Call Center Software Integration Follow
Law RulerTM proudly supports our integration with Five9, a call center software vendor. Of note, Law Ruler does feature a built-in own call center dialer that is focused on the needs of law firms.
The main feature of the Five9 integration is to add leads/intakes in Law Ruler to be called inside of a Five9 Outbound Campaign List. This features a real-time screen pop of the intake form in Law Ruler for the Five9 Contact that the user is on the phone with.
After a call is completed in Five9, when the Five9 user sets the Disposition, this will update Law Ruler for any Five9 Dispositions that have been mapped to a corresponding Law Ruler Status.
Also, when the Status is changed in Law Ruler, this can update any Five9 Dispositions for the same lead/intake in Five9 if it is part of the paired Law Ruler Statuses/Five9 Dispositions. The Law Ruler team is excited to offer this 2-way integration with Five9 call center software.
This tutorial will also help familiarize you with how to set up the Five9 Integration in Law Ruler. Please note, that the final part of this integration involves setting up "Five9 Connectors" If you or your IT department are not already familiar with setting up "Five9 Connectors" then it will require either a Law Ruler or Five9 expert consultant to perform this step for your firm in Five9. This is covered at the end of our tutorial, but please be aware of this before reading further and performing the setup.
Five9 © (also searched as “Five 9") is a call center software that Law Ruler integrates with for clients that use Five9 software. Aside from Law Ruler, all other trademarks, trade names, screenshots or company names referenced herein are used for identification purposes only and are the property of their respective owners.
Table of Contents
How to Setup Law Ruler to Integrate with Five9
Setting Up Five9 to Integrate with Law Ruler for Each Campaign
Setting up Five9 Campaign Lists and Dispositions
How to Set Up Your Five9 Campaigns in Law Ruler
How to Set Up Your Five9 Campaign Name Lists in Law Ruler for Outbound Campaigns
Mapping your Five9 Dispositions to Law Ruler Statuses
How to Setup Automated Outbound Calls from Law Ruler > Five9
Setting up the Five9 Integration Connectors in Five9
How to Disconnect Your Five9 System from Law Ruler
How to Setup Law Ruler to Integrate with Five9
Let’s get started on how to set up your Law Ruler system for the Five9 integration.
Click on “Setup” and “Global Settings” You must be a user with admin access, or you will not be able to see these menu options. Please ask your firm administrator or IT department if you need these changes made.
On the right-side menu bar in the “Global Settings” screen, you will left-click on the “VOIP Settings” option to enter the VOIP Settings tab.
Select the “Five9” option from the VOIP options. Please note that other than Five9, the VOIP integrations are custom so they will not work without custom configuration of your Law Ruler system. 
Next, the “Five9 Domain” field will appear. You will enter your “Five9 Domain” which is available from inside of your Five9 system.
Press “Save” to save your settings.
Note: Please ask Five9 support if you do not know your “Five9 Domain” since Law Ruler Support will not know it. Here is a sample screenshot of the Five9 Virtual Contact Center to illustrate where the “Five9 Domain” comes from.
Please note, this screenshot is the property of Five9 and all rights are reserved by Five9.
Setting Up Five9 to Integrate with Law Ruler for Each Campaign
Next, we will set up Five9 to integrate with Law Ruler for each campaign. The setup of Five9 is provided below in an abridged format since your company should already be familiar with implementing campaigns in Five9 at this time. The focus of the Five9 documentation within this document is to ensure that the integration from Five9 < > Law Ruler will function as directed. Please consult your Five9 user manual for screenshots and instruction on the steps below or contact Five9 Support if you need more information on Five9 than provided.
For each new campaign in Five9, you need access to the Five9 Administrator application.
Inside the Five9 Administrator application, you will right-click on “Campaigns” > “+ Add Campaign” to add a new campaign.
Enter the Five9 “Campaign Name” and click “OK”
⚠️ This must be the same “Campaign Name” used in the CallRail and other integrations. Please consistent or it will break the integrations and the screen pop of Law Ruler will not work, among other potential issues.
Select the type of campaign: Outbound, Inbound, or Autodial. For Outbound campaigns to dial new leads, you will select “Outbound” For Inbound campaigns to accept inbound calls, you will select “Inbound”
Click “Create Campaign” The new campaign appears in the list.
☑️ Don’t forget: You need to start any new campaigns in Five9 or they will not be active. To start a Five9 campaign, right‐click the “Campaigns” folder, choose the campaign that you would like to start, and select “Start Campaign”
Setting up Five9 Campaign Lists and Dispositions
After your new “Five9 Campaign” is created, you will need to set up various workflows for inbound and outbound as well as choose the “Five9 Dispositions” that need to be enabled. It is important to have the same dispositions enabled for Five9 that are going to communicate with Law Ruler via the API connection.
Please consult the Five9 documentation for the setup of dispositions and other items that may be needed. These instructions are abridged for Law Ruler setup only.
For all “Outbound Five9 Campaigns” (not inbound), you need to add a new “Five9 Campaign List” for the contacts to be dialed to populate.
⚠️This is the same "Five9 Campaign" and “Five9 Campaign List” that is used in the CallRail precallrail webhook and it must be consistent across CallRail > Five9 > Law Ruler or there will be breakage in your workflow with unintended consequences.
⚠️ The last step of setting up the integration inside of your Five9 system is to connect to Law Ruler will be the set up the “Five9 Connectors” inside of each campaign. This is critical and must be done or the two systems have no way of communicating and the calls will not sync between systems and the Law Ruler screen pop will not appear inside of the Five9 dialer on calls.
Please note that although the set up inside of your Five9 system should be complete at this time, there are still set up steps that must be completed inside of your Law Ruler system such as activating the Five9 integration, adding the “Five9 Campaigns” as “Law Ruler Case Types”, adding the “Five9 Campaign Lists” as “Law Ruler Ad Campaigns” and adding the “Five9 Dispositions” to map to “Law Ruler Statuses” These are all required for the integration to work properly and are detailed below.
How to Set Up Your Five9 Campaigns in Law Ruler
For companies that use Five9, best practices recommend that every time a new lead is created in Law Ruler, that it sends an outbound call request to a Five9 Campaign List to be dialed. There are a few things that need to be done to get the outbound call workflow going. Let’s get started.
First, each “Five9 Campaign” that you would like to use in Law Ruler needs to be added into the Law Ruler “Case Types” screen as a new “Law Ruler Case Type”
Click on “Setup” and “Case Types, Milestones, Task List Items” You must be a user with admin access, or you will not be able to see these menu options. Please ask your firm administrator or IT department if you need these changes made.
Next, you will click the blue “Add New Case Type” button to open the new case popup screen.
Add the new “Law Ruler Case Type Name” using the “Five9 Campaign”
⚠️ The “Five9 Campaign” must match each “Law Ruler Case Type Name” or the integration between systems will not work properly. Please make sure that they match 100%.
Press the “Add Case” button.
To edit an existing “Law Ruler Case Type Name” you will press the “Edit” button on the left-side of each “Law Ruler Case Type” on the screen.
This will open the “Law Ruler Case Type” in edit mode. You may edit the “Law Ruler Case Type Name” at this time.
⚠️ The “Five9 Campaign” must match each “Law Ruler Case Type Name” or the integration between systems will not work properly. Please make sure that they match 100%.
Press the “Save” button to save your changes.
⚠️ In addition to setting up each “Law Ruler Case Type” to sync with the Five9 < > Law Ruler integration, you will also need to set up Law Ruler Intake Form Fields for any custom fields. For a tutorial on using the “Law Ruler Intake Form Builder” please review this video.
⚠️ If you have Needles legal case management software integrated with Law Ruler, then you will need to also review this tutorial on integrating your Law Ruler > Needles legal case management in the “Law Ruler Intake Form Builder”
How to Setup Your Five9 Campaign Name Lists In Law Ruler for Outbound Campaigns
For companies that use Five9, best practices recommend that every time a new lead is created in Law Ruler, that it sends an outbound call request to a Five9 Campaign List to be dialed. There are few things that need to be done to get the outbound call workflow going. Let’s get started.
First, each “Five9 Campaign List Name” that you would like to use with Law Ruler needs to be added into the Law Ruler “Ad Campaign” setting screen. This is necessary so that the Law Ruler > Five9 Integration has the correct data to communicate.
Click on “Setup” and “Ad Campaigns” You must be a user with admin access, or you will not be able to see these menu options. Please ask your firm administrator or IT department if you need these changes made.
Then, click on “Add Campaign” to add a new “Five9 Campaign List Name”
Next, you will copy and paste the “Five9 Campaign List Name” from Five9 into Law Ruler when you set each one up.
⚠️ Please note: These names from Five9 are case sensitive so it is suggested that you copy/paste and not type manually.
Press “Ok” to save and continue.
🔁 Rinse and Repeat until you have added every current “Five9 Campaign List Name” to Law Ruler. Repeat for as many as you need.
Mapping your Five9 Dispositions to Law Ruler Statuses
Next, we need to configure Law Ruler to be able to accept Five9 Dispositions and tell it how to handle each of them. For example. If your Five9 user is told to stop calling, or if you make a deal by signing a contract and want to stop more calls, then you will set the appropriate Five9 Disposition. Law Ruler can receive Five9 Dispositions, but it will require configuration to map the two systems together. This is a great feature since it allows you to make Five9 and Law Ruler communicate status in a seamless fashion.
Let’s get started. Click on “Setup” and “Global Settings” You must be a user with admin access, or you will not be able to see these menu options. Please ask your firm administrator or IT department if you need these changes made.
Next, you will need to map each Law Ruler Status to a Five9 Disposition for any that you want to communicate with your Law Ruler system. It is recommended that you do not map every System and Custom Disposition from your Five9 system since that would not be necessary and could cause some issues with your workflow.
Please note: if the VOIP provider is not set to “Five9” for your Law Ruler system, then you will not see the Five9 Disposition settings in the “Status” tab.
On the right-side menu bar in the “Global Settings” screen, you will left-click on the “System Statuses” option to enter the Law Ruler “Status” tab.
Left-click the “Edit” option on the left side of the Law Ruler “Status” that you would like to edit.
Next, copy/paste the Five9 Disposition from Five9 to Law Ruler. Press the “Update” link to save the change.
⚠️ Please note: These names from Five9 are case sensitive so it is suggested that you copy/paste and not type manually.
🔁 Rinse and Repeat until you have added every wanted “Five9 Disposition” to Law Ruler that you want to include in your workflow.
Remember – this can change your Law Ruler workflow quite significantly, so you do not want to map every “Five9 Disposition” to Law Ruler. Repeat for as many as you would like to map.
How to Setup Automated Outbound Calls from Law Ruler > Five9
Let’s get started with how to set up an automation campaign in Law Ruler that will trigger outbound calls in Five9 as new leads/intakes are created in Law Ruler. This next step is important or there is no way for Law Ruler to know to send the outbound call requests to Five9 so nothing will work if you don’t set this up.
Click on “Automation/Workflows” and “AI and Automation Campaigns” You must be a user with admin or Command Center access, or you will not be able to see these menu options. Please ask your firm administrator or IT department if you need these changes made.
Next, you will create a “New Automation Campaign”
When you are inside of a new automation campaign, it will look like this:
To setup the Five9 Outbound Automation Campaign, you will need to make the following changes:
- “Turn this Campaign On/Off” – set this to the “On” position
- “Outbound Call On/Off” – set this to the “On” position
- “Campaign Name” – enter a name for your automation. We recommend “Five9 Outbound Call Automation”
- “Status to Trigger Campaign” – we recommend that you select “New Lead” to trigger calls to new leads only, but if you want to be a bit more aggressive with calls, then you could also use “Awaiting Contact” or “Sent E-Sign” or other statuses to trigger more calls to Five9, then you are allowed to add as many as you want.
- “Retrigger automation if the same Status is reused” – set this to the “On” position. If you forget to turn this on, then the first status reached in Law Ruler will receive a call and no others. This is important for multiple statuses.
- ⚠️ It is not recommended that you modify any of the other settings since they aren’t relevant to Five9.
- Press “Create and Continue” to save your automation.
- Press “Next” to get through the rest of the tabs. None of the other tabs are needed to setup the Five9 Outbound Call Automation.
Please note: If you want to enable the Five9 integration for specific “Five9 Campaign List Names” then you can itemize them on the “Select Recipients” tab, but this is not suggested and should only be modified by expert users.
When you are finished, your “Campaign Settings” screen should look like the screenshot below.
Setting up the Five9 Integration Connectors in Five9
The final step is the most challenging and only recommended by those that are very familiar with the Five9 Administrator application and working with integration connectors. At this time, we need to set some things up inside of the Five9 Administrator application.
Law Ruler will provide a preview of these instructions, but it is recommended that you have either a Law Ruler or Five9 consultant to assist you further. Law Ruler Support can provide a consulting proposal to assist your firm with the setup of the connectors if you are not an expert in it. As an alternative, please reach out to your Five9 representative and ask for Five9 consulting to assist you with the next step.
⚠️ Please note: Each Campaign will require setting up all 4 connectors per "Five9 Campaign"
There is a total of 4 recommended connectors that should be configured for each Five9 Campaign. Please review the screenshot below from Five9.
- “Open Lead on Call Accepted” – this will pop up the Law Ruler lead inside of your Five9 system when the call is connected in Five9.
- “Open Lead on Contact Selection” - this will pop up the Law Ruler lead inside of your Five9 system when the contact is selected in Five9.
- “Open Lead on Manual Call” - this will pop up the Law Ruler lead inside of your Five9 system when there is an inbound call in Five9.
- ⚠️The inbound call workflow requires integrating with CallRail or making other arrangements to pass a “Lead/Marketing Source” for each new lead to Law Ruler, it will not work properly. This is required in Law Ruler. If you would like to learn more about the CallRail > Law Ruler integration, then please review this article.
- “Send Disposition to LR” – this will send the Five9 disposition to Law Ruler after the Five9 user selects it. This is a great feature since it allows you to make Five9 and Law Ruler communicate status in a seamless fashion.
⚠️️ Important: If you have not set up all of the above steps, including your Five9 Connectors, then you should leave the master switch for “Turn this Campaign On/Off” in the “Off” position. You can come back later and turn it to the “On” position. The integration cannot work without all the required steps being completed.
How to Disconnect Your Five9 System from Law Ruler
Click on “Setup” and “Global Settings” You must be a user with admin access, or you will not be able to see these menu options. Please ask your firm administrator or IT department if you need these changes made.
On the right-side menu bar in the “Global Settings” screen, you will left-click on the “VOIP Settings” option to enter the VOIP Settings tab.
Currently, the VOIP option should be “Five9”
Left-click and choose the “—Select—” option from the VOIP options to deactivate the integration so it looks like the screenshot below.
Press “Save” to save your settings.
Support/Assistance
If you need further assistance, then please contact Law Ruler Support to assist you further.
🤗 Thank you very much for choosing Law Ruler!