Podcast
Questions and Answers
What is the purpose of polling data from Five9 via their API?
What is the purpose of polling data from Five9 via their API?
For observability and to provide critical Support Call Queue metrics.
Where are the configurations for polling data from Five9 stored in the toast ops repo?
Where are the configurations for polling data from Five9 stored in the toast ops repo?
maintaining_infrastructure/roles/smartbox/files/five9.py, env/prod/group_vars/tag_toast_type_datadog_monitor.yml, and env/prod/group_vars/tag_toast_type_controller.yml
Who can provide the password for the “five9_datadog_api” username?
Who can provide the password for the “five9_datadog_api” username?
@Patrick Sexton (Deactivated) or anyone on the Infra team with appropriate access, and the CareOPs team
What is the process for making changes to the toast-ops repo?
What is the process for making changes to the toast-ops repo?
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Why is it necessary to have the appropriate approver for changes to the toast-ops repo?
Why is it necessary to have the appropriate approver for changes to the toast-ops repo?
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What is the frequency of polling data from Five9?
What is the frequency of polling data from Five9?
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Where can logs be found that are generated as the controller sends requests to the API?
Where can logs be found that are generated as the controller sends requests to the API?
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What is the typical outcome when running checks in the logs?
What is the typical outcome when running checks in the logs?
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What is the soft-error case that is non-critical and requires no action regarding session timeouts?
What is the soft-error case that is non-critical and requires no action regarding session timeouts?
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What is the impact of the soft-error case on metrics?
What is the impact of the soft-error case on metrics?
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How many common known failure modes may require active intervention to resolve?
How many common known failure modes may require active intervention to resolve?
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What is one of the failure modes that may require active intervention to resolve?
What is one of the failure modes that may require active intervention to resolve?
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What is the file location of the Five9 check in the logs?
What is the file location of the Five9 check in the logs?
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What is the purpose of the _get_authenticated_client function in the Five9 check?
What is the purpose of the _get_authenticated_client function in the Five9 check?
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Study Notes
Five9 Polling and Metrics
- Five9 is the support management software used by the Customer Care team to handle inbound requests from restaurants.
- Data is polled from Five9 via their API every six minutes using a configuration stored in the
maintaining_infrastructure/roles/smartbox/files/five9.pyandenv/prod/group_vars/tag_toast_type_datadog_monitor.ymlfiles. - The username used for API calls is "five9_datadog_api" and the password can be obtained from @Patrick Sexton or the Infra team.
Updating Configs
- To make changes to the toast-ops repo, a PR must be opened with relevant team/person as an approver, and an OPX ticket must be opened for infra to review and implement the change.
- No manual deploy is required, but changes to the datadog monitor require manual host updates.
Logging
- Logs are generated as the controller sends requests to the API, but responses are not captured.
- Logs can be found at
index=system_audit sourcetype=syslog Five9. - Successful logs show "Done running check five9" and "Running check five9" messages.
- Soft-error cases with session timeouts are non-critical and require no action.
Failure Modes
- Two common failure modes may require active intervention to resolve:
- "The user name or password that you provided is incorrect, or the account is locked."
- Session timeouts with the error message "Session was closed.Please, login again."
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Description
This quiz covers the importance of Support Call Queue metrics for observability and SRE awareness. It also explores the process of configuring Five9 polling and resolving issues that may arise.
