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161 drawings. Eight are on this page. Every drawing has SVG, PNG, and HTML. The Flows page animates these same files. It is not a second library.
The domain is the tenant
Roles on the floor
Three campaign types
Contacts, fields, and lists
Dispositions are the dialer's memory
One profile, many campaigns
Two administrator applications
A contact center is not a phone system
The domain is the tenant
Roles on the floor
Three campaign types
Contacts, fields, and lists
Dispositions are the dialer's memory
One profile, many campaigns
Two administrator applications
User profiles before user accounts
Skill groups are the queues
Prompts before the script
Do-not-call is a list, and a module
Workstations that drop live calls
Reason codes, voicemail, and what admin is not
A DNIS answers only while the campaign runs
The script is the inbound product
Queue treatment is a choice, not a hope
Priority and service level
Schedules, not a stopped campaign
Pause before the next call
Inbound design review
A list is not a campaign
Profiles filter the list the agent sees
List penetration and vertical dialing
Reset is a loaded gun
Time zone and call analysis are guarded defaults
Call analysis is not a guarantee
Local caller ID is a profile choice
Preview lets the agent read first
Progressive keeps one call per free agent
Power dials a ratio you chose
Predictive fills idle time, and it can drop calls
TCPA manual touch is a typed number
The defaults are the compliance posture
Pick a mode in one page
Blended is a staffing plan
Autodial is the IVR's outbound
Priority and ratio are campaign settings
Not Ready is a real state
After-call work feeds the next dial
Digital and voice share the person
A blend you can defend
The module list is the vocabulary
Play, Menu, digits, and voice
If/Else is two ways. Case is more
Skill Transfer has more than a skill name
Variables, lookup, and query
IVA, foreign scripts, DNC, and leaving the platform
Visual IVR and frames
A skill is a queue with people in it
The tab is named backwards on inbound
One module, one skill, when you need the truth
Skill level versus list order
Default is a queue, not a compliment
Service level is the scoreboard
Skill voicemail is its own mailbox
One screen is the product
Plus adapters speak HTTPS and WSS
Transcription and assist are features you turn on
WEM lives in the same desktop
Digital text can be blocked
Headsets and the path under the desk
The desktop review
Five9 WEM and a Verint path both exist
Workforce management is the roster
Quality management listens on purpose
Analytics and surveys sit beside the call
Recordings expire
The agent should not need a second login
What this lab will not pretend to run
Studio has regions
A task key is not a vibe
Contain, or hand back with context
GenAI Studio is a hub, not a slogan
NLP in the IVR is not the same as Studio
Prompts are a production change
A bot review you can finish
The adapter family
Salesforce versions move
ServiceNow releases are named
The rest of the named CRMs
SDK and connectors when there is no adapter
Screen pop down, voice up
Salesforce modules inside the IVR
Three ways a call can enter
DNS, codecs, and the default voice
How much bandwidth a seat costs
NAT, idle timers, and split tunnels
Direct Connect and the edges
TLS, and ports that are not universal
Headsets, and the call that only fails one way
The API names on the product page
Reporting is a role
Layouts, and the matrix that will not export
The call log is a window, not an archive
Call variables are not history
Prebuilt UC and the connector that is not an adapter
What an extract is allowed to remember
There is no import button
CSQs, skills, and the partition you will not find
Scripts are rebuilt in modules
Dialing modes do not survive the move by osmosis
Numbers, lists, and ANI are a data project
The gateway cut, without pretending to be the CUBE guide
Cutover morning is a checklist, not a mood
911 is a location, not a prefix
The address has to be the room they are in
Recording is the customer's duty too
Retention is several clocks
Attestation is not an ANI field
Abandon rate is a regulated posture
TCPA manual touch is a physical control
The domain has neighbors
Workforce, quality, and the recording shelf
Analytics and the report that is not a dashboard rumor
AI agents are a handoff with a name
CRM, UC, and the desktop are three contracts
The glossary is the contract with yourself
Read the map before you add a box
University is a catalog, not a secret exam code
The badge we could verify is a sales badge
Practice is the domain, not the badge
Version timelines go stale on purpose
How to answer without inventing
A study week that stays inside the documents
What this lab will not pretend to be
An ACD distributes. A skill group is the Five9 queue
One person, several skills. One campaign, several groups
Outbound uses Skills. Inbound and autodial use Outbound Skills
You can add, change, remove, and message the group
Service level and voicemail are topics on the same chapter
Adding skills to a campaign points at another guide
A routing review you can finish
Workforce management staffs the work
Forecasts are multiskill and multichannel
Schedules can be built or bid
Intraday is a comparison, a reforecast, and a notice
Adherence is plan versus what the person did
The agent can see the plan, including on a phone
Native WEM and a partner path both exist
Quality management scores the work on purpose
The evaluation list is forms, queries, coaching, and assignment
Monitoring and coaching are on the quality pages
Analytics is a sweep across interactions
Performance views are dashboards, wallboards, and KPIs
Agents can read evaluations without a second story
A quality review you can finish
CTI is a named API, not a vibe
The prebuilt CRM names are a list
Plus and a prebuilt adapter share a technology story
Workforce tools can show up inside the CRM
Zoom Phone and Teams are on the same API page
Salesforce and ServiceNow are names until the admin page opens
A CRM note you can defend
The glossary is a contract with the page
The mind map only holds boxes you can cite
Sister technologies are the names on the neighboring pages
The integration map is the API list, drawn
A bridge is a teaching map, not an import
Future hooks stay unset until a page exists
Read the map before you add a box
Sources and go deeper
- IANA service names and port numbers. ports. last checked 2026-10.
- RFC 3550, RTP. rfc. last checked 2026-10.
- RFC 3551, RTP profile for audio and video. rfc. last checked 2026-10.
- ITU-T G.711. standard. last checked 2026-10.
- RFC 8446, TLS 1.3. rfc. last checked 2026-10.
- RFC 1035, domain names. rfc. last checked 2026-10.
- RFC 2782, DNS SRV. rfc. last checked 2026-10.
- RFC 6455, The WebSocket Protocol. rfc. last checked 2026-10.
- RFC 8224, Authenticated Identity Management in SIP. rfc. last checked 2026-10.
- ITU-T E.164, international public telecommunication numbering. standard. last checked 2026-10.
- RFC 1918, private internet addresses. rfc. last checked 2026-10.
- RFC 4787, NAT behavior for UDP. rfc. last checked 2026-10.