Flashcards
Outbound, what comes first?
Skill groups, then users, lists, dispositions, profiles, campaigns.
Planning your implementation
Which builds add IVR?
Inbound and autodial.
Planning your implementation
What is a skill group?
Agents and supervisors for a campaign queue.
Planning your implementation
What is a domain?
The VCC tenant.
Planning your implementation
Domain boundary?
Users, lists, skills, and campaigns stay in that domain.
Planning your implementation
Sources and go deeper
- Planning your implementation. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. This lesson's CUCM comparison is a teaching map. Five9 does not publish it as a migration product. last checked 2026-10.
CUCM partition equivalent?
There isn't one. Teach domain, skills, campaigns.
Planning your implementation
Sources and go deeper
- Planning your implementation. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. This lesson's CUCM comparison is a teaching map. Five9 does not publish it as a migration product. last checked 2026-10.
Skill membership?
Agent or supervisor users, and a user may have several skills.
Planning your implementation
Sources and go deeper
- Planning your implementation. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. This lesson's CUCM comparison is a teaching map. Five9 does not publish it as a migration product. last checked 2026-10.
Multiple skills on a campaign?
Yes.
Planning your implementation
Sources and go deeper
- Planning your implementation. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. This lesson's CUCM comparison is a teaching map. Five9 does not publish it as a migration product. last checked 2026-10.
Reporting menu missing?
Check the Reporting role and a reporting permission.
Skill groups
Supervisor in a skill?
Yes, the skill topic allows it.
Skill groups
Call variable permission?
User Can Edit Call Variables.
Skill groups
Who edits IVR?
An administrator.
Skill groups
Three types?
Inbound, outbound, autodial.
Planning your implementation
Stopped inbound?
Busy signal.
Planning your implementation
What is blended?
Agents working inbound and outbound, not a fourth type.
Planning your implementation
Autodial needs?
List plus prompts and IVR, per the planning topic.
Planning your implementation
Final disposition?
Stops all numbers on that record for the campaign.
List dialing modes
Which types load lists?
Outbound and autodial.
List dialing modes
What is number1?
The first phone field the dial order can use.
List dialing modes
Does upload start dialing?
No.
List dialing modes
Default system redials?
Often five, if the default count is left in place.
Managing campaign dispositions
What does reset change?
Selected codes on lists currently loaded.
Managing campaign dispositions
Safe reset rule?
Only codes you are willing to dial.
Managing campaign dispositions
Batch update?
Manual rows or scheduled CSV.
Managing campaign dispositions
Profiles per campaign?
One.
Campaign profiles
Can a profile be shared?
Yes, across campaigns.
Campaign profiles
What can it override?
Defaults such as the ANI.
Campaign profiles
How can it change later?
Workflow rules.
Campaign profiles
Mac ARM and Java admin?
Not supported. Use the web administrator.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. The fetched PDF names JRE 8 updates 421, 451, and 461, and macOS 15 Sequoia, 26 Tahoe, and 27 Golden Gate. Those lines are time-specific. last checked 2026-10.
Why Plus?
Web apps do not need Java SE.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. The fetched PDF names JRE 8 updates 421, 451, and 461, and macOS 15 Sequoia, 26 Tahoe, and 27 Golden Gate. Those lines are time-specific. last checked 2026-10.
Plus transport?
HTTPS and WSS.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. The fetched PDF names JRE 8 updates 421, 451, and 461, and macOS 15 Sequoia, 26 Tahoe, and 27 Golden Gate. Those lines are time-specific. last checked 2026-10.
IE exception?
IE 11 for Oracle Service Cloud only.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. The fetched PDF names JRE 8 updates 421, 451, and 461, and macOS 15 Sequoia, 26 Tahoe, and 27 Golden Gate. Those lines are time-specific. last checked 2026-10.
Profile or account first?
Profile, then account.
Planning your implementation
Who joins a skill?
Agent or supervisor users.
Planning your implementation
Missing permission symptom?
It looks like a missing feature.
Planning your implementation
Call variable edits?
A named permission on the administrator role.
Planning your implementation
Inbound tab name?
Outbound Skills.
Skill groups
Outbound tab name?
Skills.
Skill groups
Multiple skills per campaign?
Yes.
Skill groups
Multiple skills per user?
Yes.
Skill groups
Prompts before scripts?
Yes, on the inbound and autodial roadmap.
Planning your implementation
Skill greeting vs Play prompt?
Different objects.
Planning your implementation
Stopped campaign?
Busy, prompt unheard.
Planning your implementation
TTS?
The query example uses a TTS prompt on Play.
Planning your implementation
IVR module?
Set DNC.
IVR modules
Is a disposition the same?
Not documented as the same object.
IVR modules
Report category?
Do Not Call Reports.
IVR modules
Product grouping?
With time-zone rules and Certified Caller.
IVR modules
Efficiency Mode?
Off for live calls.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note. last checked 2026-10.
Analog headsets?
Not supported.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note. last checked 2026-10.
5G?
Not supported.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note. last checked 2026-10.
ADP bandwidth?
128 kbps in the table, G.711 default.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note. last checked 2026-10.
Skill voicemail?
Yes, with its own greeting.
Skill groups
TCPA timeout state?
Not Ready, no auto-dial.
Skill groups
Where do dialer settings live?
On the campaign, not in a side spreadsheet.
Skill groups
Profiles and pop-ups?
Profiles can control them.
Skill groups
Stopped inbound?
Busy.
Inbound campaigns
What runs after answer?
The campaign IVR.
Inbound campaigns
What is DNIS?
The called number presented to the campaign.
Inbound campaigns
First busy check?
Is the campaign running?
Inbound campaigns
Script after agent connect?
Complete.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. A post-call survey exists as a campaign-admin topic title in the docs tree. This lesson does not describe its screens. Open that topic before you design one. last checked 2026-10.
Long queue options?
Voicemail and third-party forward.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. A post-call survey exists as a campaign-admin topic title in the docs tree. This lesson does not describe its screens. Open that topic before you design one. last checked 2026-10.
Priority?
Supported in the inbound topic.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. A post-call survey exists as a campaign-admin topic title in the docs tree. This lesson does not describe its screens. Open that topic before you design one. last checked 2026-10.
Branching?
In the IVR script.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. A post-call survey exists as a campaign-admin topic title in the docs tree. This lesson does not describe its screens. Open that topic before you design one. last checked 2026-10.
Hold vs voicemail?
Different.
Inbound campaigns
Third party module?
Third Party Transfer.
Inbound campaigns
Voicemail module?
Voicemail Transfer.
Inbound campaigns
Stopped campaign as overflow?
No. Callers hear busy.
Inbound campaigns
Where is service level?
On the skill group.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted. last checked 2026-10.
Where is IVR priority?
Skill Transfer's priority tab.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted. last checked 2026-10.
Are they the same knob?
No.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted. last checked 2026-10.
Who says inbound can be prioritized?
The inbound campaign topic.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill Transfer functions. community. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted. last checked 2026-10.
When is the schedule set?
After scripts exist.
Planning your implementation
Nightly stop?
Causes busy, not a closed prompt.
Planning your implementation
Which types have the schedule topic?
Autodial and inbound.
Planning your implementation
Campaign state at night?
Running, with a different script.
Planning your implementation
Where?
Skill Transfer General tab.
Pause before transfer
Default?
0.
Pause before transfer
On Hold in reports?
No.
Pause before transfer
Why set it above 0?
A gap before the next call.
Pause before transfer
Are the seven checks trunk settings?
No.
Inbound campaigns
Wrong skill tab?
Empty queue.
Inbound campaigns
Night busy?
State or schedule.
Inbound campaigns
Then what?
Trunk and topology.
Inbound campaigns
Does upload dial?
No.
List dialing modes
Which lists does reset touch?
Lists loaded in the campaign.
List dialing modes
number1?
A phone field.
List dialing modes
Sales list campaign type?
Outbound or autodial.
List dialing modes
Filter vs vertical?
Different.
Campaign profiles
Profiles at once?
One.
Campaign profiles
ANI override?
On the profile.
Campaign profiles
Pop-ups?
A profile can control them.
Campaign profiles
Default list mode?
List penetration.
List dialing modes
Sources and go deeper
- List dialing modes. community. last checked 2026-10.
- Vertical list dialing chapter. vendor. last checked 2026-10.
- confirm. The documentation portal has a vertical-dialing chapter. This lesson follows the community article's definitions because that page returned readable text. Confirm the portal chapter in your own admin guide. last checked 2026-10.
Vertical in one sentence?
Finish one record's numbers, then move on.
List dialing modes
Sources and go deeper
- List dialing modes. community. last checked 2026-10.
- Vertical list dialing chapter. vendor. last checked 2026-10.
- confirm. The documentation portal has a vertical-dialing chapter. This lesson follows the community article's definitions because that page returned readable text. Confirm the portal chapter in your own admin guide. last checked 2026-10.
Compass words?
Use the definitions, not 'vertical' as a direction.
List dialing modes
Sources and go deeper
- List dialing modes. community. last checked 2026-10.
- Vertical list dialing chapter. vendor. last checked 2026-10.
- confirm. The documentation portal has a vertical-dialing chapter. This lesson follows the community article's definitions because that page returned readable text. Confirm the portal chapter in your own admin guide. last checked 2026-10.
Final disposition?
Stops the whole record.
List dialing modes
Sources and go deeper
- List dialing modes. community. last checked 2026-10.
- Vertical list dialing chapter. vendor. last checked 2026-10.
- confirm. The documentation portal has a vertical-dialing chapter. This lesson follows the community article's definitions because that page returned readable text. Confirm the portal chapter in your own admin guide. last checked 2026-10.
Reset Sale?
Only if you mean to call them again.
Managing campaign dispositions
Which lists?
Currently loaded.
Managing campaign dispositions
Position reset?
Back toward the top.
Managing campaign dispositions
Proof?
List details.
Managing campaign dispositions
US abandon window?
Rolling 30 days.
Default campaign settings
Sources and go deeper
- Default campaign settings. vendor. last checked 2026-10.
- confirm. The exact hour-by-hour time zone matrix is in the campaign guide and was not copied here. Local telemarketing law is not Five9's default screen. last checked 2026-10.
UK window?
24 hours.
Default campaign settings
Sources and go deeper
- Default campaign settings. vendor. last checked 2026-10.
- confirm. The exact hour-by-hour time zone matrix is in the campaign guide and was not copied here. Local telemarketing law is not Five9's default screen. last checked 2026-10.
Who sets US vs UK?
A Five9 representative, per the topic.
Default campaign settings
Sources and go deeper
- Default campaign settings. vendor. last checked 2026-10.
- confirm. The exact hour-by-hour time zone matrix is in the campaign guide and was not copied here. Local telemarketing law is not Five9's default screen. last checked 2026-10.
Numeric default in this lab?
Not stated. Read the domain.
Default campaign settings
Sources and go deeper
- Default campaign settings. vendor. last checked 2026-10.
- confirm. The exact hour-by-hour time zone matrix is in the campaign guide and was not copied here. Local telemarketing law is not Five9's default screen. last checked 2026-10.
Where is voice detection level?
Campaign dialing defaults.
Default campaign settings
Published accuracy?
Not in this lab.
Default campaign settings
Automatic voicemail?
Named on the outbound product page.
Default campaign settings
False machine?
A live person misses the agent.
Default campaign settings
Where is local caller ID marketed?
Outbound product page.
Outbound product page
Which object overrides ANI?
Campaign profile.
Outbound product page
Is that STIR/SHAKEN?
No. Certified Caller is separate.
Outbound product page
Unassigned profile?
No effect.
Outbound product page
Why preview?
Context before the dial.
Dialer product page
Same as TCPA?
No. TCPA removes automatic dialing.
Dialer product page
Overdial?
Not the design.
Dialer product page
Still needs a list?
Yes.
Dialer product page
One per agent?
That is the outbound page.
Outbound product page
Sources and go deeper
- Outbound product page. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. Five9 publishes both 'one customer per available agent' and 'adaptively control dialing pace' for progressive. This lab does not know which sentence the current build implements. last checked 2026-10.
Ten-agent hint?
Dialer page guidance, not a proven hard limit.
Outbound product page
Sources and go deeper
- Outbound product page. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. Five9 publishes both 'one customer per available agent' and 'adaptively control dialing pace' for progressive. This lab does not know which sentence the current build implements. last checked 2026-10.
Why low abandon?
The agent is reserved.
Outbound product page
Sources and go deeper
- Outbound product page. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. Five9 publishes both 'one customer per available agent' and 'adaptively control dialing pace' for progressive. This lab does not know which sentence the current build implements. last checked 2026-10.
Simulator?
Teaching model.
Outbound product page
Sources and go deeper
- Outbound product page. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. Five9 publishes both 'one customer per available agent' and 'adaptively control dialing pace' for progressive. This lab does not know which sentence the current build implements. last checked 2026-10.
Who sets the ratio?
The administrator.
Dialer product page
Who is it for?
Small team, large list.
Dialer product page
Extra live answer?
An abandon.
Dialer product page
Where is the brake?
Abandon monitor and max percent.
Dialer product page
Ten-agent line?
Dialer page guidance.
Dialer product page
Sources and go deeper
- Dialer product page. vendor. last checked 2026-10.
- Outbound product page. vendor. last checked 2026-10.
- Default campaign settings. vendor. last checked 2026-10.
- Dialing modes live testing. community. last checked 2026-10. Community test notes. Wording inside the article is not uniform.
- confirm. The exact throttle curve is not specified on the default-settings page. The community test article disagrees with itself about an instant drop to 1:1. last checked 2026-10.
US window?
30 days.
Dialer product page
Sources and go deeper
- Dialer product page. vendor. last checked 2026-10.
- Outbound product page. vendor. last checked 2026-10.
- Default campaign settings. vendor. last checked 2026-10.
- Dialing modes live testing. community. last checked 2026-10. Community test notes. Wording inside the article is not uniform.
- confirm. The exact throttle curve is not specified on the default-settings page. The community test article disagrees with itself about an instant drop to 1:1. last checked 2026-10.
Test article?
Mixed field note.
Dialer product page
Sources and go deeper
- Dialer product page. vendor. last checked 2026-10.
- Outbound product page. vendor. last checked 2026-10.
- Default campaign settings. vendor. last checked 2026-10.
- Dialing modes live testing. community. last checked 2026-10. Community test notes. Wording inside the article is not uniform.
- confirm. The exact throttle curve is not specified on the default-settings page. The community test article disagrees with itself about an instant drop to 1:1. last checked 2026-10.
Simulator window?
Not Five9's 30 days.
Dialer product page
Sources and go deeper
- Dialer product page. vendor. last checked 2026-10.
- Outbound product page. vendor. last checked 2026-10.
- Default campaign settings. vendor. last checked 2026-10.
- Dialing modes live testing. community. last checked 2026-10. Community test notes. Wording inside the article is not uniform.
- confirm. The exact throttle curve is not specified on the default-settings page. The community test article disagrees with itself about an instant drop to 1:1. last checked 2026-10.
Where does the mode exist?
Domains enabled for it, with no other mode.
TCPA manual touch
Paste?
Blocked.
TCPA manual touch
Dial enables when?
The typed number matches.
TCPA manual touch
Timeout?
Not Ready, no auto-dial.
TCPA manual touch
Why defaults?
A stated compliance posture.
Default campaign settings
Example warning?
Max abandon percent.
Default campaign settings
US vs UK?
30 days vs 24 hours.
Default campaign settings
Where is the legal text?
The agency rule, not this lab.
Default campaign settings
No consent?
TCPA manual touch on an enabled domain.
Dialer product page
Forty agents?
Predictive, eyes open.
Dialer product page
No drops, small team?
Progressive.
Dialer product page
System of record?
The domain dialog.
Dialer product page
What is blended?
Agents moving across inbound and outbound.
Outbound product page
Sources and go deeper
- Outbound product page. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. A community test note says predictive agents should not also be skilled for inbound. That is consistent with the product story and is still a field note, not a settings screenshot. last checked 2026-10.
Is it a campaign type?
Not in the planning list.
Outbound product page
Sources and go deeper
- Outbound product page. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. A community test note says predictive agents should not also be skilled for inbound. That is consistent with the product story and is still a field note, not a settings screenshot. last checked 2026-10.
Predictive plus shared agents?
Availability gets stolen.
Outbound product page
Sources and go deeper
- Outbound product page. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. A community test note says predictive agents should not also be skilled for inbound. That is consistent with the product story and is still a field note, not a settings screenshot. last checked 2026-10.
How do you build it?
Skills and running campaigns.
Outbound product page
Sources and go deeper
- Outbound product page. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. A community test note says predictive agents should not also be skilled for inbound. That is consistent with the product story and is still a field note, not a settings screenshot. last checked 2026-10.
Planning extras?
Prompts and IVR.
Planning your implementation
Needs a list?
Yes.
Planning your implementation
Skill tab?
Outbound Skills.
Planning your implementation
Read-first alternative?
Outbound preview.
Planning your implementation
Numeric ratio in this lesson?
None.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The numeric behavior of campaign priority and ratio settings is in a guide topic this lab did not quote. Do not copy a ratio from the simulator into that dialog. last checked 2026-10.
Steal rule?
Write who may take the agent.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The numeric behavior of campaign priority and ratio settings is in a guide topic this lab did not quote. Do not copy a ratio from the simulator into that dialog. last checked 2026-10.
Predictive on a shared pod?
Exposed.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The numeric behavior of campaign priority and ratio settings is in a guide topic this lab did not quote. Do not copy a ratio from the simulator into that dialog. last checked 2026-10.
Service level?
A measure, not the dialer.
Inbound campaigns
Sources and go deeper
- Inbound campaigns. vendor. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
- confirm. The numeric behavior of campaign priority and ratio settings is in a guide topic this lab did not quote. Do not copy a ratio from the simulator into that dialog. last checked 2026-10.
TCPA timeout?
Not Ready, no dial.
TCPA manual touch
Count them as free?
No.
TCPA manual touch
Which report category?
Agent reports.
TCPA manual touch
Adding lines?
Makes abandon worse.
TCPA manual touch
Final code?
Stops the record.
Managing campaign dispositions
Pause vs wrap?
Different gaps.
Managing campaign dispositions
Default system redials?
Often five.
Managing campaign dispositions
Simulator wrap?
Teaching delay.
Managing campaign dispositions
Blend includes digital?
The outbound page says so.
Outbound product page
Plus promise?
One screen.
Outbound product page
Text blocked?
Antivirus is a documented suspect.
Outbound product page
Chat and predictive?
The agent is busy.
Outbound product page
No screen, no design?
Correct.
Outbound product page
Simulator equals domain?
No.
Outbound product page
US window?
30 days.
Outbound product page
Dedicated pod?
Outside the steal rule.
Outbound product page
Is Hangup in the chapter list?
Not in the list this lab read.
IVR modules
When does Skill Transfer finish the script?
When an agent connects.
IVR modules
Bench JSON?
Not a VCC import.
IVR modules
Menu exists?
Yes.
IVR modules
ZIP module?
Input.
IVR modules
Why No Match?
Wrong input needs an exit.
IVR modules
Speech modules?
Voice Input and Natural Language Processing.
IVR modules
TTS?
Yes, in the example.
IVR modules
Two ways?
If/Else.
If/Else module
Three ways?
Case.
If/Else module
Who writes the condition?
You do.
If/Else module
Caller choice?
Menu, not If/Else.
If/Else module
Either skill or both?
Either.
Skill Transfer functions
Report recommendation?
One skill per module.
Skill Transfer functions
No skill?
Default queue.
Skill Transfer functions
Article's default disposition?
Abandon.
Skill Transfer functions
Example request?
XML web service POST.
XML web service IVR example
Why script variables?
No agent on that call.
XML web service IVR example
History backfill?
No.
XML web service IVR example
Lookup exists?
Yes.
XML web service IVR example
Jump to another script?
Foreign Script.
IVR modules
Sources and go deeper
- IVR modules. vendor. last checked 2026-10.
- Studio digital IVA with VCC. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. Public pages describe IVA Transfer and a digital ChatBot integration separately. This lab does not claim they share one property sheet. last checked 2026-10.
Opt out?
Set DNC.
IVR modules
Sources and go deeper
- IVR modules. vendor. last checked 2026-10.
- Studio digital IVA with VCC. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. Public pages describe IVA Transfer and a digital ChatBot integration separately. This lab does not claim they share one property sheet. last checked 2026-10.
Digital keys?
Build permission plus a task key.
IVR modules
Sources and go deeper
- IVR modules. vendor. last checked 2026-10.
- Studio digital IVA with VCC. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. Public pages describe IVA Transfer and a digital ChatBot integration separately. This lab does not claim they share one property sheet. last checked 2026-10.
Third party stays on your skill?
No.
IVR modules
Sources and go deeper
- IVR modules. vendor. last checked 2026-10.
- Studio digital IVA with VCC. community. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. Public pages describe IVA Transfer and a digital ChatBot integration separately. This lab does not claim they share one property sheet. last checked 2026-10.
Which header?
X-Frame-Options.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IVR modules. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. The PDF's browser matrix is historical. Current browser behavior has to be tested. last checked 2026-10.
Trust the old browser table?
No. Retest.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IVR modules. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. The PDF's browser matrix is historical. Current browser behavior has to be tested. last checked 2026-10.
Who turns it on?
A VCC administrator.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IVR modules. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. The PDF's browser matrix is historical. Current browser behavior has to be tested. last checked 2026-10.
Voice versus visual?
Different surfaces.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IVR modules. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. The PDF's browser matrix is historical. Current browser behavior has to be tested. last checked 2026-10.
Membership?
Agent or supervisor.
Skill groups
Empty skill?
No delivery.
Skill groups
Service level?
On the skill.
Skill groups
Several skills per user?
Yes.
Skill groups
Inbound tab?
Outbound Skills.
Skill groups
Ready but wrong tab?
No offer.
Skill groups
Autodial?
Same tab as inbound.
Skill groups
Where documented?
Skill groups topic.
Skill groups
Any or all?
Any one skill.
Skill Transfer functions
Report tip?
One skill.
Skill Transfer functions
Deliberate pool?
Allowed if intended.
Skill Transfer functions
No selection?
Default.
Skill Transfer functions
Same number?
No.
Skill Transfer functions
Sources and go deeper
- Skill Transfer functions. community. last checked 2026-10.
- confirm. The article names the option. The exact screen where an agent's skill level is edited was not quoted in this lab. last checked 2026-10.
What does ignore-order do?
Uses agent skill level.
Skill Transfer functions
Sources and go deeper
- Skill Transfer functions. community. last checked 2026-10.
- confirm. The article names the option. The exact screen where an agent's skill level is edited was not quoted in this lab. last checked 2026-10.
Click-path quoted here?
No.
Skill Transfer functions
Sources and go deeper
- Skill Transfer functions. community. last checked 2026-10.
- confirm. The article names the option. The exact screen where an agent's skill level is edited was not quoted in this lab. last checked 2026-10.
Switch off?
List order stands.
Skill Transfer functions
Sources and go deeper
- Skill Transfer functions. community. last checked 2026-10.
- confirm. The article names the option. The exact screen where an agent's skill level is edited was not quoted in this lab. last checked 2026-10.
No selection?
Default queue.
Skill Transfer functions
Label?
Default.
Skill Transfer functions
User with no skills?
Catch-all eligible.
Skill Transfer functions
Safe pattern?
Name the skill.
Skill Transfer functions
Target without people?
Still misses.
Skill groups
What steers?
Priority.
Skill groups
Where is the target?
The skill.
Skill groups
Easier target?
A new definition, not new staff.
Skill groups
Greeting object?
Skill audio.
Skill groups
Default callback code?
Abandon. Replace it.
Skill groups
Why a specific code?
So the promise is visible.
Skill groups
Cell mailbox?
Not this object.
Skill groups
Form factor?
One screen.
Agent Desktop
Transcription source?
Engage page.
Agent Desktop
Adapter voice stack?
Same underlying technology, per the desktop page.
Agent Desktop
Assist bandwidth?
12 kbps extra.
Agent Desktop
Adapter transport?
HTTPS and WSS.
Technical requirements PDF
Proxy?
Must support WSS.
Technical requirements PDF
TLS 1.1?
Not supported.
Technical requirements PDF
Pop down, voice up?
Look at WSS.
Technical requirements PDF
Where is Assist named?
Engage.
Five9 Engage
Sources and go deeper
- Five9 Engage. vendor. last checked 2026-10.
- GenAI Studio. vendor. last checked 2026-10.
- confirm. GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain. last checked 2026-10.
Studio's first named app?
Summaries, among Agent Assist.
Five9 Engage
Sources and go deeper
- Five9 Engage. vendor. last checked 2026-10.
- GenAI Studio. vendor. last checked 2026-10.
- confirm. GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain. last checked 2026-10.
Universal model name?
Do not assume one.
Five9 Engage
Sources and go deeper
- Five9 Engage. vendor. last checked 2026-10.
- GenAI Studio. vendor. last checked 2026-10.
- confirm. GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain. last checked 2026-10.
Why the same screen?
So the agent sees it.
Five9 Engage
Sources and go deeper
- Five9 Engage. vendor. last checked 2026-10.
- GenAI Studio. vendor. last checked 2026-10.
- confirm. GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain. last checked 2026-10.
What does Plus show from WEM?
Schedules, adherence, time off, evaluations.
Agent Desktop
Break equals idle?
No.
Agent Desktop
CRM path?
WFO connectors, per the desktop page.
Agent Desktop
Adherence?
Plan versus actual.
Agent Desktop
Avast example means?
AV can block text.
Technical requirements PDF
Blank text suspect?
Antivirus.
Technical requirements PDF
Dropped call suspect?
Efficiency Mode, among others.
Technical requirements PDF
Change both at once?
No.
Technical requirements PDF
Analog?
Not supported.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- 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.
- confirm. The iPad supervisor section says G711U and G711A are primary and that GSM or iLBC may be used but have not been tested. That sentence is about that app, not a blanket codec menu. last checked 2026-10.
5G agent path?
Not supported.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- 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.
- confirm. The iPad supervisor section says G711U and G711A are primary and that GSM or iLBC may be used but have not been tested. That sentence is about that app, not a blanket codec menu. last checked 2026-10.
Default codec in that table?
G.711.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- 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.
- confirm. The iPad supervisor section says G711U and G711A are primary and that GSM or iLBC may be used but have not been tested. That sentence is about that app, not a blanket codec menu. last checked 2026-10.
One-way latency?
Under 150 ms.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- 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.
- confirm. The iPad supervisor section says G711U and G711A are primary and that GSM or iLBC may be used but have not been tested. That sentence is about that app, not a blanket codec menu. last checked 2026-10.
One-way audio next stop?
NAT and SIP.
Agent Desktop
Efficiency Mode?
Desktop review.
Agent Desktop
WSS?
Desktop review.
Agent Desktop
Skip the schedule?
You will mis-count people.
Agent Desktop
Verint?
A named partner path, not the only path.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- WEM data sheet. vendor. last checked 2026-10.
- confirm. This lab does not know which suite a given customer bought. The product page says both native WEM and partners such as Verint are offered. last checked 2026-10.
Data sheet pieces?
Recording, QM, WFM, analytics, surveys, connectors.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- WEM data sheet. vendor. last checked 2026-10.
- confirm. This lab does not know which suite a given customer bought. The product page says both native WEM and partners such as Verint are offered. last checked 2026-10.
Who upgrades?
Five9, per the page.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- WEM data sheet. vendor. last checked 2026-10.
- confirm. This lab does not know which suite a given customer bought. The product page says both native WEM and partners such as Verint are offered. last checked 2026-10.
Guess the vendor?
No.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- WEM data sheet. vendor. last checked 2026-10.
- confirm. This lab does not know which suite a given customer bought. The product page says both native WEM and partners such as Verint are offered. last checked 2026-10.
Does WFM pick preview vs power?
No. It staffs.
Workforce engagement management
Break?
Not available.
Workforce engagement management
Adherence?
Plan versus actual.
Workforce engagement management
Service level needs?
The people.
Workforce engagement management
Where do agents read evaluations?
Plus, per the desktop page.
Workforce engagement management
Hold recorded?
Yes, per the EULA.
Workforce engagement management
Who handles consent?
The customer, per the EULA.
Workforce engagement management
Wrong form?
Teaches the wrong work.
Workforce engagement management
Survey versus abandon?
Different.
Workforce engagement management
A topic without an owner?
A poster.
Workforce engagement management
Screens identical?
Do not assume.
Workforce engagement management
Surveys in the data sheet?
Yes.
Workforce engagement management
VCC audio rule?
30 days or successful offload, or the contract.
Data retention
Sources and go deeper
- Data retention. vendor. last checked 2026-10.
- Enhanced 9-1-1. wikipedia. last checked 2026-10.
- confirm. Contracts can override the published table. Read the agreement for the domain you are in. last checked 2026-10.
Failed copy?
The clock continues.
Data retention
Sources and go deeper
- Data retention. vendor. last checked 2026-10.
- Enhanced 9-1-1. wikipedia. last checked 2026-10.
- confirm. Contracts can override the published table. Read the agreement for the domain you are in. last checked 2026-10.
E911 audio?
30 days on that page.
Data retention
Sources and go deeper
- Data retention. vendor. last checked 2026-10.
- Enhanced 9-1-1. wikipedia. last checked 2026-10.
- confirm. Contracts can override the published table. Read the agreement for the domain you are in. last checked 2026-10.
Agent data?
60 days on that page.
Data retention
Sources and go deeper
- Data retention. vendor. last checked 2026-10.
- Enhanced 9-1-1. wikipedia. last checked 2026-10.
- confirm. Contracts can override the published table. Read the agreement for the domain you are in. last checked 2026-10.
Time off in Plus?
Named.
Agent Desktop
Shift bidding?
Named, rules not copied here.
Agent Desktop
Bid without a schedule change?
The dialer never sees it.
Agent Desktop
Second login?
Connector probably unused.
Agent Desktop
Approve time off here?
No.
Workforce engagement management
Pacing bench?
A model.
Workforce engagement management
Roster of record?
The suite.
Workforce engagement management
Recording after the clock?
The offload.
Workforce engagement management
Region matters?
Yes. Use the matching portal.
Technical requirements PDF
Legacy hosts listed?
Yes.
Technical requirements PDF
How to find SIP?
DNS SRV.
Technical requirements PDF
Paste Studio ports onto every trunk?
No. Confirm the family.
Technical requirements PDF
Digital key permission?
Build.
Studio digital IVA with VCC
Task type in that article?
ChatBot.
Studio digital IVA with VCC
Where does the key go?
The VCC side.
Studio digital IVA with VCC
Same as voice?
Do not assume.
Studio digital IVA with VCC
No failure branch?
The caller is stranded.
Five9 Engage
No skill selected?
Default.
Five9 Engage
History?
Enable a reporting call variable. New calls only.
Five9 Engage
Engage handoff?
With context.
Five9 Engage
Engine-agnostic?
Yes.
GenAI Studio
First named app?
Agent Assist summaries.
GenAI Studio
Test data?
Real calls, per the page.
GenAI Studio
Untested prompt?
Not the control the page describes.
GenAI Studio
Same block?
No.
IVR modules
Studio handoff?
IVA Transfer.
IVR modules
Short speech menu?
An IVR module can do it.
IVR modules
Wrong name?
Wrong system.
IVR modules
Prompt edit?
A release.
GenAI Studio
Test on?
Call data.
GenAI Studio
Same as a WAV?
No.
GenAI Studio
Invented policy?
Not ready.
GenAI Studio
Skip region?
The review is incomplete.
Studio digital IVA with VCC
Build permission source?
The digital IVA article.
Studio digital IVA with VCC
Why the clock?
Audio expires.
Studio digital IVA with VCC
Does this lab host Studio?
No.
Studio digital IVA with VCC
ServiceNow listed?
Yes.
Web adapter requirements
Homegrown CRM?
CRM SDK.
Web adapter requirements
URL pop versus adapter?
Name which one.
Web adapter requirements
Proxy?
Must support WSS.
Web adapter requirements
Is 2.46 forever?
No. Recheck the PDF.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- Web adapter requirements. vendor. last checked 2026-10.
- confirm. Managed package 2.46 and the edition list came from the technical requirements read in October 2026. They will move. last checked 2026-10.
SAML?
2.0 in that PDF.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- Web adapter requirements. vendor. last checked 2026-10.
- confirm. Managed package 2.46 and the edition list came from the technical requirements read in October 2026. They will move. last checked 2026-10.
Lightning?
Supported.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- Web adapter requirements. vendor. last checked 2026-10.
- confirm. Managed package 2.46 and the edition list came from the technical requirements read in October 2026. They will move. last checked 2026-10.
IE 11 remains for Salesforce?
No. The exception is Oracle Service Cloud.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- Web adapter requirements. vendor. last checked 2026-10.
- confirm. Managed package 2.46 and the edition list came from the technical requirements read in October 2026. They will move. last checked 2026-10.
Workspaces?
Service Operations and Configurable.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- ServiceNow Plus adapter. vendor. last checked 2026-10.
- confirm. Australia, Zurich, and Yokohama were the names in the PDF read for this lab. Confirm the current list before an upgrade. last checked 2026-10.
Those three names?
Releases in the PDF.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- ServiceNow Plus adapter. vendor. last checked 2026-10.
- confirm. Australia, Zurich, and Yokohama were the names in the PDF read for this lab. Confirm the current list before an upgrade. last checked 2026-10.
Off-list release?
Do not call it supported.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- ServiceNow Plus adapter. vendor. last checked 2026-10.
- confirm. Australia, Zurich, and Yokohama were the names in the PDF read for this lab. Confirm the current list before an upgrade. last checked 2026-10.
Forever?
No.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- ServiceNow Plus adapter. vendor. last checked 2026-10.
- confirm. Australia, Zurich, and Yokohama were the names in the PDF read for this lab. Confirm the current list before an upgrade. last checked 2026-10.
Epic listed?
Yes.
Technical requirements PDF
Salesforce package fixes Zendesk?
No.
Technical requirements PDF
NetSuite package in this lab?
Not stated.
Technical requirements PDF
IE exception scope?
Oracle Service Cloud only.
Technical requirements PDF
SDK named?
Yes.
APIs and SDKs
Connectors named?
Yes.
APIs and SDKs
Who retests custom code?
You.
APIs and SDKs
URL pop scope?
Smaller than a full adapter.
APIs and SDKs
Voice proves the pop?
No.
Technical requirements PDF
Profiles and pop-ups?
Yes, they can control them.
Technical requirements PDF
TLS 1.1?
Unsupported.
Technical requirements PDF
Dead URL?
Blank screen.
Technical requirements PDF
IVR Salesforce module?
A script block.
IVR modules
Einstein module?
Named in the chapter.
IVR modules
ZIP example?
Query, not the Salesforce module.
IVR modules
After connect?
The adapter.
IVR modules
Five9 ITSP?
One of the three stories.
Technical requirements PDF
Customer ITSP lands on?
Five9 SBCs.
Technical requirements PDF
Gateway names?
Avaya, Cisco, Asterisk.
Technical requirements PDF
Does Cisco here import UCCX?
No.
Technical requirements PDF
DNS?
SRV preferred.
Technical requirements PDF
Default codec?
G.711.
Technical requirements PDF
20 ms?
Practitioner, uncertain, not a PDF quote here.
Technical requirements PDF
Digit RFC?
4733.
Technical requirements PDF
Plus?
128 kbps.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
Java agent?
88 kbps.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
Assist?
About +12.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
Satellite?
Not supported.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
Double NAT?
No.
Technical requirements PDF
UDP idle?
30 seconds.
Technical requirements PDF
Shorter timer?
Keepalives.
Technical requirements PDF
Split tunnel?
Do not exclude Five9.
Technical requirements PDF
Handoff?
Layer 3.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IANA service names and port numbers. ports. last checked 2026-10.
- confirm. CH3, DC10, LD5, AM4, FR8, SP4, TY11, and SY5 are the Equinix Fabric edges in the technical requirements read in October 2026. last checked 2026-10.
Failover?
BGP.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IANA service names and port numbers. ports. last checked 2026-10.
- confirm. CH3, DC10, LD5, AM4, FR8, SP4, TY11, and SY5 are the Equinix Fabric edges in the technical requirements read in October 2026. last checked 2026-10.
London?
LD5 in that PDF.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IANA service names and port numbers. ports. last checked 2026-10.
- confirm. CH3, DC10, LD5, AM4, FR8, SP4, TY11, and SY5 are the Equinix Fabric edges in the technical requirements read in October 2026. last checked 2026-10.
Is the list forever?
No.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IANA service names and port numbers. ports. last checked 2026-10.
- confirm. CH3, DC10, LD5, AM4, FR8, SP4, TY11, and SY5 are the Equinix Fabric edges in the technical requirements read in October 2026. last checked 2026-10.
TLS floor?
1.2.
Technical requirements PDF
TLS 1.1?
Not supported.
Technical requirements PDF
Studio 5060 on every trunk?
No.
Technical requirements PDF
5061 caveat?
Beta in that PDF.
Technical requirements PDF
Headset?
USB noise-canceling.
Technical requirements PDF
Analog?
Not supported.
Technical requirements PDF
Wireless at scale?
Not recommended.
Technical requirements PDF
Efficiency Mode?
Can drop live calls.
Technical requirements PDF
Web2Campaign?
A named API.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. The overview page says REST and also lists Web Services families. This lab does not assign a transport to each family. last checked 2026-10.
Reporting versus Statistics?
Both named, not the same label.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. The overview page says REST and also lists Web Services families. This lab does not assign a transport to each family. last checked 2026-10.
Homegrown CRM?
CRM SDK.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. The overview page says REST and also lists Web Services families. This lab does not assign a transport to each family. last checked 2026-10.
SOAP or REST?
Do not guess per family.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- confirm. The overview page says REST and also lists Web Services families. This lab does not assign a transport to each family. last checked 2026-10.
Role?
Reporting, plus a permission.
Generating standard reports
IVR category?
Yes.
Generating standard reports
Admin without the role?
No standard reports.
Generating standard reports
Digital versus Legacy Digital?
Both named.
Generating standard reports
Three layouts?
Tabular, Summary, Matrix.
Generating standard reports
Matrix to CSV?
Not directly.
Generating standard reports
Row-level?
Tabular.
Generating standard reports
Totals?
Summary.
Generating standard reports
Call log window?
About 60 days unless extended, per that article.
Call log filters
Sources and go deeper
- Call log filters. community. last checked 2026-10. Community article dated 14 July 2026.
- Data retention. vendor. last checked 2026-10.
- Call log reports chapter. vendor. last checked 2026-10.
- confirm. The 60-day call log window is from a community article dated 14 July 2026. Confirm the current window before you promise it. last checked 2026-10.
Audio?
30 days, offload, or contract — whichever is sooner.
Call log filters
Sources and go deeper
- Call log filters. community. last checked 2026-10. Community article dated 14 July 2026.
- Data retention. vendor. last checked 2026-10.
- Call log reports chapter. vendor. last checked 2026-10.
- confirm. The 60-day call log window is from a community article dated 14 July 2026. Confirm the current window before you promise it. last checked 2026-10.
Same clock?
No.
Call log filters
Sources and go deeper
- Call log filters. community. last checked 2026-10. Community article dated 14 July 2026.
- Data retention. vendor. last checked 2026-10.
- Call log reports chapter. vendor. last checked 2026-10.
- confirm. The 60-day call log window is from a community article dated 14 July 2026. Confirm the current window before you promise it. last checked 2026-10.
Why date the article?
The window can change.
Call log filters
Sources and go deeper
- Call log filters. community. last checked 2026-10. Community article dated 14 July 2026.
- Data retention. vendor. last checked 2026-10.
- Call log reports chapter. vendor. last checked 2026-10.
- confirm. The 60-day call log window is from a community article dated 14 July 2026. Confirm the current window before you promise it. last checked 2026-10.
Backfill?
No.
Call variables for reporting
Permission name?
User Can Edit Call Variables.
Call variables for reporting
All dispositions includes custom?
No.
Call variables for reporting
Both switches?
Permission and the reporting flag.
Call variables for reporting
Prebuilt names?
Zoom Phone and Teams, among the product lines.
APIs and SDKs
Local Teams client?
About 320 kbps.
APIs and SDKs
URL pop?
Web Connector.
APIs and SDKs
Does prebuilt erase bandwidth?
No.
APIs and SDKs
Agent data?
60 days.
Data retention
Campaign state?
120 days.
Data retention
DIDs after closure?
90 days.
Data retention
Disabled domain?
120 days after closure.
Data retention
Official importer?
None cited here.
Planning your implementation
Cisco in the PDF?
A gateway type.
Planning your implementation
Build order?
Skills through profiles, then campaigns.
Planning your implementation
Blended?
Not a fourth campaign type.
Planning your implementation
CSQ maps toward?
A skill group, as a teaching map.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- confirm. The CSQ-to-skill mapping is a teaching bridge, not a Five9 migration utility. last checked 2026-10.
Partitions?
Not in Five9. Use domains.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- confirm. The CSQ-to-skill mapping is a teaching bridge, not a Five9 migration utility. last checked 2026-10.
Two tenants?
Two domains.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- confirm. The CSQ-to-skill mapping is a teaching bridge, not a Five9 migration utility. last checked 2026-10.
Precision attributes?
Redesign, do not invent a paste field.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- confirm. The CSQ-to-skill mapping is a teaching bridge, not a Five9 migration utility. last checked 2026-10.
Import the .aef?
No.
IVR modules
Greeting?
Play.
IVR modules
Queue?
Skill Transfer.
IVR modules
Builder JSON?
Learning model only.
IVR modules
Mode names?
Preview, progressive, power, predictive, manual touch.
Dialer product page
Simulator?
A teaching model.
Dialer product page
Copy the Cisco ratio into abandon %?
No.
Dialer product page
Numeric default?
Not stated here.
Dialer product page
Lists in the script file?
No.
Planning your implementation
ANI lives on?
The campaign profile.
Planning your implementation
Certified Caller?
A separate project.
Planning your implementation
Stopped inbound?
Does not answer.
Planning your implementation
INVITE failures?
Check both sides.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- SIP trunk options chapter. vendor. last checked 2026-10.
- RFC 3261. rfc. 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.
- 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.
- confirm. NANP versus E.164, 20 ms ptime, and 'no internal extensions' are practitioner cautions. They are not quoted here as Five9 requirements. last checked 2026-10.
Extensions as DNIS?
Do not assume it.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- SIP trunk options chapter. vendor. last checked 2026-10.
- RFC 3261. rfc. 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.
- 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.
- confirm. NANP versus E.164, 20 ms ptime, and 'no internal extensions' are practitioner cautions. They are not quoted here as Five9 requirements. last checked 2026-10.
20 ms?
Uncertain practitioner note.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- SIP trunk options chapter. vendor. last checked 2026-10.
- RFC 3261. rfc. 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.
- 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.
- confirm. NANP versus E.164, 20 ms ptime, and 'no internal extensions' are practitioner cautions. They are not quoted here as Five9 requirements. last checked 2026-10.
SRV?
Preferred on the Five9 side.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- SIP trunk options chapter. vendor. last checked 2026-10.
- RFC 3261. rfc. 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.
- 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.
- confirm. NANP versus E.164, 20 ms ptime, and 'no internal extensions' are practitioner cautions. They are not quoted here as Five9 requirements. last checked 2026-10.
Busy DNIS?
Campaign not running.
Planning your implementation
E911 address?
Where the agent is.
Planning your implementation
Test one path first?
Yes.
Planning your implementation
Why test the pop?
It is a separate channel.
Planning your implementation
Prefix?
None. Dial 911.
E911 data sheet
Sources and go deeper
- E911 data sheet. vendor. last checked 2026-10.
- End user license agreement. vendor. last checked 2026-10.
- Enhanced 9-1-1. wikipedia. last checked 2026-10.
- confirm. The 2022 data sheet says US and territories. The EULA text this lab read also says US or Canada. Re-read both before you publish a coverage map. last checked 2026-10.
Partner on the sheet?
RedSky.
E911 data sheet
Sources and go deeper
- E911 data sheet. vendor. last checked 2026-10.
- End user license agreement. vendor. last checked 2026-10.
- Enhanced 9-1-1. wikipedia. last checked 2026-10.
- confirm. The 2022 data sheet says US and territories. The EULA text this lab read also says US or Canada. Re-read both before you publish a coverage map. last checked 2026-10.
Wrong address?
The EULA says the call can fail.
E911 data sheet
Sources and go deeper
- E911 data sheet. vendor. last checked 2026-10.
- End user license agreement. vendor. last checked 2026-10.
- Enhanced 9-1-1. wikipedia. last checked 2026-10.
- confirm. The 2022 data sheet says US and territories. The EULA text this lab read also says US or Canada. Re-read both before you publish a coverage map. last checked 2026-10.
Same map on both docs?
No. Cite which one.
E911 data sheet
Sources and go deeper
- E911 data sheet. vendor. last checked 2026-10.
- End user license agreement. vendor. last checked 2026-10.
- Enhanced 9-1-1. wikipedia. last checked 2026-10.
- confirm. The 2022 data sheet says US and territories. The EULA text this lab read also says US or Canada. Re-read both before you publish a coverage map. last checked 2026-10.
Dispatchable?
Where responders can find the person.
E911 data sheet
History fields?
Time, user, number, location, recording, SIP invite.
E911 data sheet
History instead of registration?
No.
E911 data sheet
A move?
Register again.
E911 data sheet
Who owns notice?
The customer.
End user license agreement
Hold recorded?
The EULA says it can be.
End user license agreement
Transfer?
Can still be recorded.
End user license agreement
Universal script?
No.
End user license agreement
E911 recordings?
30 days.
Data retention
Agent data?
60 days.
Data retention
DIDs?
90 days after closure.
Data retention
Audio?
Sooner of 30 days, offload, or contract.
Data retention
Certified Caller?
STIR/SHAKEN program.
Certified Caller
Profile ANI equals attestation?
No.
Certified Caller
Regulators named?
FCC and CRTC.
Certified Caller
Can you say the profile signs calls?
No.
Certified Caller
Warning?
Yes, if you change the max abandon percentage.
Default campaign settings
US window?
Rolling 30 days.
Default campaign settings
UK window?
24 hours.
Default campaign settings
Who sets the window?
A Five9 representative.
Default campaign settings
Paste?
Blocked.
TCPA manual touch
When does Dial enable?
When the typed number matches.
TCPA manual touch
Timeout?
Not Ready, no auto dial.
TCPA manual touch
Skip permission?
User Can Skip Contact Records in TCPA Manual Touch.
TCPA manual touch
WEM equals the dialer?
No.
Agent Desktop
E911?
Its own location service.
Agent Desktop
Pop equals trunk?
No.
Agent Desktop
Uncited boxes?
Leave them off.
Agent Desktop
What does the page include?
WFM, QM, analytics, surveys, recording, Verint.
Workforce engagement management
Scores move skills by themselves?
No.
Workforce engagement management
Who upgrades the delivered solution?
Five9, per the page.
Workforce engagement management
Which retention text?
The retention page.
Workforce engagement management
Wallboard versus report?
Different pipes.
Workforce engagement management
Statistics API?
A named family.
Workforce engagement management
Reporting role?
Gates standard reports.
Workforce engagement management
Matrix as CSV?
No.
Workforce engagement management
Default model named here?
No.
Five9 Engage
Sources and go deeper
- Five9 Engage. vendor. last checked 2026-10.
- GenAI Studio. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. GenAI Studio's product page describes an engine-agnostic studio and names Agent Assist summaries as an initial consumer. It does not name a default model for this lab to repeat. last checked 2026-10.
IVA Transfer?
A real module.
Five9 Engage
Sources and go deeper
- Five9 Engage. vendor. last checked 2026-10.
- GenAI Studio. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. GenAI Studio's product page describes an engine-agnostic studio and names Agent Assist summaries as an initial consumer. It does not name a default model for this lab to repeat. last checked 2026-10.
Digital handoff?
A Studio task key.
Five9 Engage
Sources and go deeper
- Five9 Engage. vendor. last checked 2026-10.
- GenAI Studio. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. GenAI Studio's product page describes an engine-agnostic studio and names Agent Assist summaries as an initial consumer. It does not name a default model for this lab to repeat. last checked 2026-10.
No exit?
A dead end.
Five9 Engage
Sources and go deeper
- Five9 Engage. vendor. last checked 2026-10.
- GenAI Studio. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
- confirm. GenAI Studio's product page describes an engine-agnostic studio and names Agent Assist summaries as an initial consumer. It does not name a default model for this lab to repeat. last checked 2026-10.
Epic listed?
Yes.
Technical requirements PDF
Local Teams?
About 320 kbps.
Technical requirements PDF
Blank card, live voice?
Adapter incident.
Technical requirements PDF
SDK?
Unlisted CRMs.
Technical requirements PDF
No page?
Mark the word local.
Generating standard reports
Two profiles?
Different objects.
Generating standard reports
Blended?
Not a campaign type.
Generating standard reports
Partition?
A visiting word.
Generating standard reports
Missing row?
No citation yet.
APIs and SDKs
RedSky versus ITSP?
Different roles.
APIs and SDKs
Studio versus Equinix?
Different lists.
APIs and SDKs
Two Salesforces?
Module versus adapter.
APIs and SDKs
Exam code in this lab?
None.
Five9 University
Formats?
Online, webinars, ILT, train-the-trainer, custom.
Five9 University
Assessments?
Mentioned, no code quoted.
Five9 University
Invented codes?
Ignore them.
Five9 University
What is the badge?
IVA sales, for partners.
IVA Sales Certified badge
Questions?
20.
IVA Sales Certified badge
Pass mark?
80 percent.
IVA Sales Certified badge
Admin substitute?
No.
IVA Sales Certified badge
Practice equals the planning order?
Yes.
Planning your implementation
Stopped campaign?
Busy DNIS.
Planning your implementation
Invent a percent?
No.
Planning your implementation
Reporting role?
Separate.
Planning your implementation
2.46?
Dated PDF fact.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. October 2026 reading.
- University curriculum brief, April 2023. vendor. last checked 2026-10.
- confirm. Salesforce 2.46, ServiceNow Australia/Zurich/Yokohama, JRE 8 updates 421/451/461, and macOS Sequoia 15, Tahoe 26, and Golden Gate 27 are from the technical requirements read in October 2026. last checked 2026-10.
ServiceNow names?
Australia, Zurich, Yokohama, in that reading.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. October 2026 reading.
- University curriculum brief, April 2023. vendor. last checked 2026-10.
- confirm. Salesforce 2.46, ServiceNow Australia/Zurich/Yokohama, JRE 8 updates 421/451/461, and macOS Sequoia 15, Tahoe 26, and Golden Gate 27 are from the technical requirements read in October 2026. last checked 2026-10.
JRE updates?
421, 451, 461.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. October 2026 reading.
- University curriculum brief, April 2023. vendor. last checked 2026-10.
- confirm. Salesforce 2.46, ServiceNow Australia/Zurich/Yokohama, JRE 8 updates 421/451/461, and macOS Sequoia 15, Tahoe 26, and Golden Gate 27 are from the technical requirements read in October 2026. last checked 2026-10.
Curriculum brief equals the JRE list?
No.
Technical requirements PDF
Sources and go deeper
- Technical requirements PDF. vendor. last checked 2026-10. October 2026 reading.
- University curriculum brief, April 2023. vendor. last checked 2026-10.
- confirm. Salesforce 2.46, ServiceNow Australia/Zurich/Yokohama, JRE 8 updates 421/451/461, and macOS Sequoia 15, Tahoe 26, and Golden Gate 27 are from the technical requirements read in October 2026. last checked 2026-10.
Four beats?
Object, behavior, page, gap.
Planning your implementation
Invent a port?
No. Stop.
Planning your implementation
Cisco map?
A teaching bridge.
Planning your implementation
Versions?
Dated.
Planning your implementation
Session goal?
Object plus the page.
Five9 University
Skip uncertain notes?
No.
Five9 University
Campaign types?
Three.
Five9 University
Boss logs?
Synthetic.
Five9 University
Can the lab edit your domain?
No.
Five9 University
IVR export?
Learning file.
Five9 University
Outage?
Five9 support.
Five9 University
Uncertain?
Confirm before you depend on it.
Five9 University
General word?
ACD, on Wikipedia.
Automatic call distributor
Five9 queue?
A skill group.
Automatic call distributor
Who is in it?
Agent or supervisor users.
Automatic call distributor
Merge the pages?
No.
Automatic call distributor
Several skills per user?
Yes.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read. last checked 2026-10.
Several groups per campaign?
Yes.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read. last checked 2026-10.
Tie-break quoted?
No.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read. last checked 2026-10.
Pool allowed?
Yes.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read. last checked 2026-10.
Inbound tab?
Outbound Skills.
Skill groups
Outbound tab?
Skills.
Skill groups
Autodial?
With inbound.
Skill groups
Ready on the wrong tab?
Not the assignment the page describes.
Skill groups
Remove allowed?
Yes, the chapter says so.
Skill groups
Who gets the message?
Agents in the group.
Skill groups
Click-path quoted?
No.
Skill groups
Modify?
Named.
Skill groups
Service level on the contents?
Yes.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. The service-level and skill-voicemail child pages did not return a body in this check. No threshold and no click-path is stated. last checked 2026-10.
Formula quoted?
No.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. The service-level and skill-voicemail child pages did not return a body in this check. No threshold and no click-path is stated. last checked 2026-10.
Voicemail topic?
Yes.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. The service-level and skill-voicemail child pages did not return a body in this check. No threshold and no click-path is stated. last checked 2026-10.
Child page body?
Did not return.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. The service-level and skill-voicemail child pages did not return a body in this check. No threshold and no click-path is stated. last checked 2026-10.
Pointer name?
Configuring Skills.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. Configuring Skills and the Skill Transfer module page did not return a body in this check. No priority value is stated. last checked 2026-10.
Body read?
No.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. Configuring Skills and the Skill Transfer module page did not return a body in this check. No priority value is stated. last checked 2026-10.
Priority number?
Not in this lesson.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. Configuring Skills and the Skill Transfer module page did not return a body in this check. No priority value is stated. last checked 2026-10.
Safe sentence?
The chapter points elsewhere.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. Configuring Skills and the Skill Transfer module page did not return a body in this check. No priority value is stated. last checked 2026-10.
What must the note name?
Roles, membership, tab, topic titles.
Skill groups
Wikipedia inputs?
Not Five9 fields by themselves.
Skill groups
Unread tie-break?
Leave it blank.
Skill groups
Inbound tab?
Outbound Skills.
Skill groups
What does WFM align?
People with volume.
Workforce management
Right skills?
Named on the page.
Workforce management
Is it a dialing mode?
No.
Workforce management
Intraday?
On the WEM line.
Workforce management
Multiskill?
Yes.
Workforce management
Sources and go deeper
- Workforce management. vendor. last checked 2026-10.
- Erlang (unit). wikipedia. last checked 2026-10.
- confirm. The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C. last checked 2026-10.
Algorithm names?
Not printed.
Workforce management
Sources and go deeper
- Workforce management. vendor. last checked 2026-10.
- Erlang (unit). wikipedia. last checked 2026-10.
- confirm. The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C. last checked 2026-10.
Blended on this list?
Yes, as an environment.
Workforce management
Sources and go deeper
- Workforce management. vendor. last checked 2026-10.
- Erlang (unit). wikipedia. last checked 2026-10.
- confirm. The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C. last checked 2026-10.
What-if?
Listed.
Workforce management
Sources and go deeper
- Workforce management. vendor. last checked 2026-10.
- Erlang (unit). wikipedia. last checked 2026-10.
- confirm. The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C. last checked 2026-10.
Bid or assign?
The page allows both.
Workforce management
Breaks on the list?
Yes, without a minute count.
Workforce management
Start and stop?
Flexible, as stated.
Workforce management
Numeric service goal here?
Not copied.
Workforce management
Intraday named?
Yes.
Workforce management
Interval compare?
Yes.
Workforce management
Six channels named?
No.
Workforce management
Reforecast?
Listed.
Workforce management
Real time?
Yes.
Workforce management
History?
Yes.
Workforce management
Who can look?
Agent and supervisor views.
Workforce management
Threshold minutes?
Not stated.
Workforce management
Portal includes bidding?
Yes.
Workforce management
Mobile OS?
Android and iOS.
Workforce management
Plus?
Schedules, adherence, time off, evaluations.
Workforce management
Assume the connector?
No.
Workforce management
Verint?
A named partner example.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. This lab does not know which WEM suite a given customer bought. The WFM CRM card read here names Oracle and ServiceNow, not the longer adapter list. last checked 2026-10.
Who upgrades?
Five9, for the solution they deliver.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. This lab does not know which WEM suite a given customer bought. The WFM CRM card read here names Oracle and ServiceNow, not the longer adapter list. last checked 2026-10.
WFM CRM card?
Oracle and ServiceNow.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. This lab does not know which WEM suite a given customer bought. The WFM CRM card read here names Oracle and ServiceNow, not the longer adapter list. last checked 2026-10.
Guess the suite?
No.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. This lab does not know which WEM suite a given customer bought. The WFM CRM card read here names Oracle and ServiceNow, not the longer adapter list. last checked 2026-10.
Evaluations?
Named under QM.
Workforce engagement management
Automated scoring?
Named.
Workforce engagement management
Survey equals QM?
No.
Workforce engagement management
Small share?
The page's phrase, not a measured percent.
Workforce engagement management
Forms?
Flexible creation is listed.
Workforce engagement management
Transcription?
Call, screen, and digital.
Workforce engagement management
Assignment?
Can be automated.
Workforce engagement management
CRM names?
Salesforce, Zendesk, Oracle, ServiceNow.
Workforce engagement management
Desktop monitoring?
On the WEM list.
Workforce engagement management
Coaching flag?
On the quality page.
Workforce engagement management
Which page owns competency routing?
The quality page.
Workforce engagement management
Paste it into skills?
No.
Workforce engagement management
Channels?
Voice, chat, email.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- Quality management. vendor. last checked 2026-10.
- confirm. The WEM page says 100 percent of captured interactions and 100 percent call transcription. The quality page says up to 100 percent. This lesson does not merge them. last checked 2026-10.
Word search?
Yes.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- Quality management. vendor. last checked 2026-10.
- confirm. The WEM page says 100 percent of captured interactions and 100 percent call transcription. The quality page says up to 100 percent. This lesson does not merge them. last checked 2026-10.
Sentiment?
Named.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- Quality management. vendor. last checked 2026-10.
- confirm. The WEM page says 100 percent of captured interactions and 100 percent call transcription. The quality page says up to 100 percent. This lesson does not merge them. last checked 2026-10.
Which percent?
Quote the page.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- Quality management. vendor. last checked 2026-10.
- confirm. The WEM page says 100 percent of captured interactions and 100 percent call transcription. The quality page says up to 100 percent. This lesson does not merge them. last checked 2026-10.
Wallboards?
Named.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. A Five9 Analytics PDF downloaded in this check did not yield readable sentences. No retention period or visualization count is taken from it. last checked 2026-10.
Gamification?
Named, not a disposition.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. A Five9 Analytics PDF downloaded in this check did not yield readable sentences. No retention period or visualization count is taken from it. last checked 2026-10.
External data?
Named.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. A Five9 Analytics PDF downloaded in this check did not yield readable sentences. No retention period or visualization count is taken from it. last checked 2026-10.
PDF sentences?
Did not yield.
Workforce engagement management
Sources and go deeper
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. A Five9 Analytics PDF downloaded in this check did not yield readable sentences. No retention period or visualization count is taken from it. last checked 2026-10.
Plus shows evaluations?
Yes, per the desktop page.
Agent Desktop
Sources and go deeper
- Agent Desktop. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. Notice and consent are not re-quoted in this chapter. The license page was not the source opened for these lessons. last checked 2026-10.
CRM path?
WFO connector, including evaluation review.
Agent Desktop
Sources and go deeper
- Agent Desktop. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. Notice and consent are not re-quoted in this chapter. The license page was not the source opened for these lessons. last checked 2026-10.
Encrypted storage?
Named on the WEM page.
Agent Desktop
Sources and go deeper
- Agent Desktop. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. Notice and consent are not re-quoted in this chapter. The license page was not the source opened for these lessons. last checked 2026-10.
Consent law quoted here?
No. Confirm the license.
Agent Desktop
Sources and go deeper
- Agent Desktop. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. Notice and consent are not re-quoted in this chapter. The license page was not the source opened for these lessons. last checked 2026-10.
What must the note name?
List, percent page, where the score is read.
Quality management
Sources and go deeper
- Quality management. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim. last checked 2026-10.
Zero human involvement?
Their sentence, not a lab result.
Quality management
Sources and go deeper
- Quality management. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim. last checked 2026-10.
Merge the percents?
No.
Quality management
Sources and go deeper
- Quality management. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim. last checked 2026-10.
PDF numbers?
Leave them out.
Quality management
Sources and go deeper
- Quality management. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- confirm. The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim. last checked 2026-10.
Five9's CTI name?
CTI Web Services API.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Automatic call distributor. wikipedia. last checked 2026-10.
- confirm. Salesforce screen pop, click-to-dial, and package versions were not on the pages this chapter could read. last checked 2026-10.
Same as Reporting?
No.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Automatic call distributor. wikipedia. last checked 2026-10.
- confirm. Salesforce screen pop, click-to-dial, and package versions were not on the pages this chapter could read. last checked 2026-10.
Web2Campaign?
On the list.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Automatic call distributor. wikipedia. last checked 2026-10.
- confirm. Salesforce screen pop, click-to-dial, and package versions were not on the pages this chapter could read. last checked 2026-10.
Screen pop specified?
No.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Automatic call distributor. wikipedia. last checked 2026-10.
- confirm. Salesforce screen pop, click-to-dial, and package versions were not on the pages this chapter could read. last checked 2026-10.
Dynamics spelling?
On the API list.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. This chapter does not restate Salesforce package numbers. The technical-requirements PDF was not the page quoted here. last checked 2026-10.
Zendesk?
Named.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. This chapter does not restate Salesforce package numbers. The technical-requirements PDF was not the page quoted here. last checked 2026-10.
Two Oracle names?
Service Cloud and NetSuite.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. This chapter does not restate Salesforce package numbers. The technical-requirements PDF was not the page quoted here. last checked 2026-10.
Unlisted CRM?
CRM SDK.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. This chapter does not restate Salesforce package numbers. The technical-requirements PDF was not the page quoted here. last checked 2026-10.
Same technology?
Yes, per the page.
Agent Desktop
Toolkit contents?
REST APIs and reference UIs.
Agent Desktop
Custom CRM?
Named.
Agent Desktop
Screens identical?
Not claimed.
Agent Desktop
WFO actions?
Schedules, adherence, time off, bidding, evaluations.
Agent Desktop
WFM card?
Oracle and ServiceNow.
Agent Desktop
Quality list?
Salesforce, Zendesk, Oracle, ServiceNow.
Agent Desktop
One purchase covers all?
Not claimed.
Agent Desktop
Zoom Phone?
A prebuilt UC integration.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- confirm. This lab did not open the partner marketplace, so over 55 is the API page's sentence and not a fresh count. last checked 2026-10.
Teams?
Same kind of line.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- confirm. This lab did not open the partner marketplace, so over 55 is the API page's sentence and not a fresh count. last checked 2026-10.
Over 55?
Their count, not a recount.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- confirm. This lab did not open the partner marketplace, so over 55 is the API page's sentence and not a fresh count. last checked 2026-10.
REST users?
Agents, administrators, supervisors, reporting users.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- confirm. This lab did not open the partner marketplace, so over 55 is the API page's sentence and not a fresh count. last checked 2026-10.
ServiceNow on a list?
Yes.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. ServiceNow workspace names, Salesforce Lightning editions, screen pop, and click-to-dial did not return a body in this check. last checked 2026-10.
Admin body read?
No.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. ServiceNow workspace names, Salesforce Lightning editions, screen pop, and click-to-dial did not return a body in this check. last checked 2026-10.
Screen pop?
Confirm.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. ServiceNow workspace names, Salesforce Lightning editions, screen pop, and click-to-dial did not return a body in this check. last checked 2026-10.
Click-to-dial?
Confirm.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. ServiceNow workspace names, Salesforce Lightning editions, screen pop, and click-to-dial did not return a body in this check. last checked 2026-10.
Three parts of the note?
Surface, list, gap.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. Project size is not on the API page. Minimal coding is their phrase, not an estimate. last checked 2026-10.
Minimal coding?
Their words.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. Project size is not on the API page. Minimal coding is their phrase, not an estimate. last checked 2026-10.
Wrong surface name?
Fails the note.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. Project size is not on the API page. Minimal coding is their phrase, not an estimate. last checked 2026-10.
Blank screen pop?
Honest.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. Project size is not on the API page. Minimal coding is their phrase, not an estimate. last checked 2026-10.
What does a row need?
Term, meaning, page.
Automatic call distributor
ACD allowed?
Yes, from Wikipedia.
Automatic call distributor
Slide acronym?
No row.
Automatic call distributor
Merge ACD and skill group?
No.
Automatic call distributor
Box needs?
A page.
Skill groups
Line is a protocol?
No.
Skill groups
Unreadable PDF?
A gap.
Skill groups
Skill groups box?
Yes.
Skill groups
Why Verint?
The WEM page names it.
Workforce engagement management
Where does Teams go?
On the API UC list.
Workforce engagement management
Unnamed product?
Off the map.
Workforce engagement management
Synonym?
No.
Workforce engagement management
Reporting versus Statistics?
Two names.
APIs and SDKs
SDK versus connector?
Two names.
APIs and SDKs
Payloads?
Not drawn.
APIs and SDKs
Who does the REST sentence name?
Agents, administrators, supervisors, reporting users.
APIs and SDKs
What is a bridge?
A teaching note.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. This chapter does not re-quote gateway vendors or a migration wizard. Those pages were not the ones opened for these lessons. last checked 2026-10.
Five9 queue word?
Skill group.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. This chapter does not re-quote gateway vendors or a migration wizard. Those pages were not the ones opened for these lessons. last checked 2026-10.
Import button?
Not in this chapter.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. This chapter does not re-quote gateway vendors or a migration wizard. Those pages were not the ones opened for these lessons. last checked 2026-10.
Unread vendor?
Confirm, no box.
Skill groups
Sources and go deeper
- Skill groups. vendor. last checked 2026-10.
- confirm. This chapter does not re-quote gateway vendors or a migration wizard. Those pages were not the ones opened for these lessons. last checked 2026-10.
What may a hook hold?
The name of an unread page.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. This lab's guide does not call a cloud endpoint. No product roadmap date is added in this chapter. last checked 2026-10.
Guide endpoint?
Unset.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. This lab's guide does not call a cloud endpoint. No product roadmap date is added in this chapter. last checked 2026-10.
When does a hook become a box?
When a page returns a body.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. This lab's guide does not call a cloud endpoint. No product roadmap date is added in this chapter. last checked 2026-10.
Roadmap date?
None added.
APIs and SDKs
Sources and go deeper
- APIs and SDKs. vendor. last checked 2026-10.
- Workforce management. vendor. last checked 2026-10.
- confirm. This lab's guide does not call a cloud endpoint. No product roadmap date is added in this chapter. last checked 2026-10.
No page?
Remove the box.
Skill groups
Sister caption?
Includes the page.
Skill groups
Merged SDK?
Fails.
Skill groups
Dated hook?
Fails.
Skill groups