{
  "cards": [
    {
      "front": "Outbound, what comes first?",
      "back": "Skill groups, then users, lists, dispositions, profiles, campaigns.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l01-a-contact-center-is-not-a-phone-system.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Which builds add IVR?",
      "back": "Inbound and autodial.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l01-a-contact-center-is-not-a-phone-system.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What is a skill group?",
      "back": "Agents and supervisors for a campaign queue.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l01-a-contact-center-is-not-a-phone-system.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What is a domain?",
      "back": "The VCC tenant.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l01-a-contact-center-is-not-a-phone-system.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Domain boundary?",
      "back": "Users, lists, skills, and campaigns stay in that domain.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l02-the-domain-is-the-tenant.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lesson's CUCM comparison is a teaching map. Five9 does not publish it as a migration product.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "CUCM partition equivalent?",
      "back": "There isn't one. Teach domain, skills, campaigns.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l02-the-domain-is-the-tenant.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lesson's CUCM comparison is a teaching map. Five9 does not publish it as a migration product.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Skill membership?",
      "back": "Agent or supervisor users, and a user may have several skills.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l02-the-domain-is-the-tenant.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lesson's CUCM comparison is a teaching map. Five9 does not publish it as a migration product.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Multiple skills on a campaign?",
      "back": "Yes.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l02-the-domain-is-the-tenant.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lesson's CUCM comparison is a teaching map. Five9 does not publish it as a migration product.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Reporting menu missing?",
      "back": "Check the Reporting role and a reporting permission.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t01-l03-roles-on-the-floor.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Supervisor in a skill?",
      "back": "Yes, the skill topic allows it.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t01-l03-roles-on-the-floor.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Call variable permission?",
      "back": "User Can Edit Call Variables.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t01-l03-roles-on-the-floor.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who edits IVR?",
      "back": "An administrator.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t01-l03-roles-on-the-floor.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Three types?",
      "back": "Inbound, outbound, autodial.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l04-three-campaign-types.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Stopped inbound?",
      "back": "Busy signal.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l04-three-campaign-types.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What is blended?",
      "back": "Agents working inbound and outbound, not a fourth type.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l04-three-campaign-types.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Autodial needs?",
      "back": "List plus prompts and IVR, per the planning topic.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t01-l04-three-campaign-types.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Final disposition?",
      "back": "Stops all numbers on that record for the campaign.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t01-l05-contacts-fields-and-lists.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Which types load lists?",
      "back": "Outbound and autodial.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t01-l05-contacts-fields-and-lists.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What is number1?",
      "back": "The first phone field the dial order can use.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t01-l05-contacts-fields-and-lists.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Does upload start dialing?",
      "back": "No.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t01-l05-contacts-fields-and-lists.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Default system redials?",
      "back": "Often five, if the default count is left in place.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t01-l06-dispositions-are-the-dialer-s-memory.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What does reset change?",
      "back": "Selected codes on lists currently loaded.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t01-l06-dispositions-are-the-dialer-s-memory.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Safe reset rule?",
      "back": "Only codes you are willing to dial.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t01-l06-dispositions-are-the-dialer-s-memory.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Batch update?",
      "back": "Manual rows or scheduled CSV.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t01-l06-dispositions-are-the-dialer-s-memory.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Profiles per campaign?",
      "back": "One.",
      "source": "Campaign profiles",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
      "room": "rooms/t01-l07-one-profile-many-campaigns.html",
      "sources": [
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Assign a campaign profile",
          "url": "https://community.five9.com/s/article/Administrator-How-to-Create-Add-a-Campaign-Profile-and-Assign-it-to-a-Campaign?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Can a profile be shared?",
      "back": "Yes, across campaigns.",
      "source": "Campaign profiles",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
      "room": "rooms/t01-l07-one-profile-many-campaigns.html",
      "sources": [
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Assign a campaign profile",
          "url": "https://community.five9.com/s/article/Administrator-How-to-Create-Add-a-Campaign-Profile-and-Assign-it-to-a-Campaign?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What can it override?",
      "back": "Defaults such as the ANI.",
      "source": "Campaign profiles",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
      "room": "rooms/t01-l07-one-profile-many-campaigns.html",
      "sources": [
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Assign a campaign profile",
          "url": "https://community.five9.com/s/article/Administrator-How-to-Create-Add-a-Campaign-Profile-and-Assign-it-to-a-Campaign?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "How can it change later?",
      "back": "Workflow rules.",
      "source": "Campaign profiles",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
      "room": "rooms/t01-l07-one-profile-many-campaigns.html",
      "sources": [
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Assign a campaign profile",
          "url": "https://community.five9.com/s/article/Administrator-How-to-Create-Add-a-Campaign-Profile-and-Assign-it-to-a-Campaign?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Mac ARM and Java admin?",
      "back": "Not supported. Use the web administrator.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t02-l01-two-administrator-applications.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Why Plus?",
      "back": "Web apps do not need Java SE.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t02-l01-two-administrator-applications.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Plus transport?",
      "back": "HTTPS and WSS.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t02-l01-two-administrator-applications.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "IE exception?",
      "back": "IE 11 for Oracle Service Cloud only.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t02-l01-two-administrator-applications.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Profile or account first?",
      "back": "Profile, then account.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t02-l02-user-profiles-before-user-accounts.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who joins a skill?",
      "back": "Agent or supervisor users.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t02-l02-user-profiles-before-user-accounts.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Missing permission symptom?",
      "back": "It looks like a missing feature.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t02-l02-user-profiles-before-user-accounts.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Call variable edits?",
      "back": "A named permission on the administrator role.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t02-l02-user-profiles-before-user-accounts.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Inbound tab name?",
      "back": "Outbound Skills.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t02-l03-skill-groups-are-the-queues.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Outbound tab name?",
      "back": "Skills.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t02-l03-skill-groups-are-the-queues.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Multiple skills per campaign?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t02-l03-skill-groups-are-the-queues.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Multiple skills per user?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t02-l03-skill-groups-are-the-queues.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Prompts before scripts?",
      "back": "Yes, on the inbound and autodial roadmap.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t02-l04-prompts-before-the-script.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Skill greeting vs Play prompt?",
      "back": "Different objects.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t02-l04-prompts-before-the-script.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Stopped campaign?",
      "back": "Busy, prompt unheard.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t02-l04-prompts-before-the-script.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "TTS?",
      "back": "The query example uses a TTS prompt on Play.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t02-l04-prompts-before-the-script.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "IVR module?",
      "back": "Set DNC.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t02-l05-do-not-call-is-a-list-and-a-module.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Public pages do not spell out, in one paragraph, whether a custom disposition named DNC writes the same list as the Set DNC module. Confirm in your domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Is a disposition the same?",
      "back": "Not documented as the same object.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t02-l05-do-not-call-is-a-list-and-a-module.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Public pages do not spell out, in one paragraph, whether a custom disposition named DNC writes the same list as the Set DNC module. Confirm in your domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Report category?",
      "back": "Do Not Call Reports.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t02-l05-do-not-call-is-a-list-and-a-module.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Public pages do not spell out, in one paragraph, whether a custom disposition named DNC writes the same list as the Set DNC module. Confirm in your domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Product grouping?",
      "back": "With time-zone rules and Certified Caller.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t02-l05-do-not-call-is-a-list-and-a-module.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Public pages do not spell out, in one paragraph, whether a custom disposition named DNC writes the same list as the Set DNC module. Confirm in your domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Efficiency Mode?",
      "back": "Off for live calls.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t02-l06-workstations-that-drop-live-calls.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Analog headsets?",
      "back": "Not supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t02-l06-workstations-that-drop-live-calls.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "5G?",
      "back": "Not supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t02-l06-workstations-that-drop-live-calls.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "ADP bandwidth?",
      "back": "128 kbps in the table, G.711 default.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t02-l06-workstations-that-drop-live-calls.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Skill voicemail?",
      "back": "Yes, with its own greeting.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t02-l07-reason-codes-voicemail-and-what-admin-is-not.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "TCPA timeout state?",
      "back": "Not Ready, no auto-dial.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t02-l07-reason-codes-voicemail-and-what-admin-is-not.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Where do dialer settings live?",
      "back": "On the campaign, not in a side spreadsheet.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t02-l07-reason-codes-voicemail-and-what-admin-is-not.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Profiles and pop-ups?",
      "back": "Profiles can control them.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t02-l07-reason-codes-voicemail-and-what-admin-is-not.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Stopped inbound?",
      "back": "Busy.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l01-a-dnis-answers-only-while-the-campaign-runs.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What runs after answer?",
      "back": "The campaign IVR.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l01-a-dnis-answers-only-while-the-campaign-runs.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What is DNIS?",
      "back": "The called number presented to the campaign.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l01-a-dnis-answers-only-while-the-campaign-runs.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "First busy check?",
      "back": "Is the campaign running?",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l01-a-dnis-answers-only-while-the-campaign-runs.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Script after agent connect?",
      "back": "Complete.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l02-the-script-is-the-inbound-product.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Long queue options?",
      "back": "Voicemail and third-party forward.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l02-the-script-is-the-inbound-product.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Priority?",
      "back": "Supported in the inbound topic.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l02-the-script-is-the-inbound-product.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Branching?",
      "back": "In the IVR script.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l02-the-script-is-the-inbound-product.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Hold vs voicemail?",
      "back": "Different.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l03-queue-treatment-is-a-choice-not-a-hope.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Third party module?",
      "back": "Third Party Transfer.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l03-queue-treatment-is-a-choice-not-a-hope.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Voicemail module?",
      "back": "Voicemail Transfer.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l03-queue-treatment-is-a-choice-not-a-hope.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Stopped campaign as overflow?",
      "back": "No. Callers hear busy.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l03-queue-treatment-is-a-choice-not-a-hope.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Where is service level?",
      "back": "On the skill group.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l04-priority-and-service-level.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where is IVR priority?",
      "back": "Skill Transfer's priority tab.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l04-priority-and-service-level.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Are they the same knob?",
      "back": "No.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l04-priority-and-service-level.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who says inbound can be prioritized?",
      "back": "The inbound campaign topic.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l04-priority-and-service-level.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The exact numeric interaction between skill service level and Skill Transfer priority is not stated in the pages this lab quoted.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "When is the schedule set?",
      "back": "After scripts exist.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t03-l05-schedules-not-a-stopped-campaign.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Nightly stop?",
      "back": "Causes busy, not a closed prompt.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t03-l05-schedules-not-a-stopped-campaign.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Which types have the schedule topic?",
      "back": "Autodial and inbound.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t03-l05-schedules-not-a-stopped-campaign.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Campaign state at night?",
      "back": "Running, with a different script.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t03-l05-schedules-not-a-stopped-campaign.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Where?",
      "back": "Skill Transfer General tab.",
      "source": "Pause before transfer",
      "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
      "room": "rooms/t03-l06-pause-before-the-next-call.html",
      "sources": [
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Default?",
      "back": "0.",
      "source": "Pause before transfer",
      "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
      "room": "rooms/t03-l06-pause-before-the-next-call.html",
      "sources": [
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "On Hold in reports?",
      "back": "No.",
      "source": "Pause before transfer",
      "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
      "room": "rooms/t03-l06-pause-before-the-next-call.html",
      "sources": [
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Why set it above 0?",
      "back": "A gap before the next call.",
      "source": "Pause before transfer",
      "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
      "room": "rooms/t03-l06-pause-before-the-next-call.html",
      "sources": [
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Are the seven checks trunk settings?",
      "back": "No.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l07-inbound-design-review.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Wrong skill tab?",
      "back": "Empty queue.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l07-inbound-design-review.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Night busy?",
      "back": "State or schedule.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l07-inbound-design-review.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Then what?",
      "back": "Trunk and topology.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t03-l07-inbound-design-review.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Does upload dial?",
      "back": "No.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t04-l01-a-list-is-not-a-campaign.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Which lists does reset touch?",
      "back": "Lists loaded in the campaign.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t04-l01-a-list-is-not-a-campaign.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "number1?",
      "back": "A phone field.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t04-l01-a-list-is-not-a-campaign.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Sales list campaign type?",
      "back": "Outbound or autodial.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t04-l01-a-list-is-not-a-campaign.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Filter vs vertical?",
      "back": "Different.",
      "source": "Campaign profiles",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
      "room": "rooms/t04-l02-profiles-filter-the-list-the-agent-sees.html",
      "sources": [
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Profiles at once?",
      "back": "One.",
      "source": "Campaign profiles",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
      "room": "rooms/t04-l02-profiles-filter-the-list-the-agent-sees.html",
      "sources": [
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "ANI override?",
      "back": "On the profile.",
      "source": "Campaign profiles",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
      "room": "rooms/t04-l02-profiles-filter-the-list-the-agent-sees.html",
      "sources": [
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Pop-ups?",
      "back": "A profile can control them.",
      "source": "Campaign profiles",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
      "room": "rooms/t04-l02-profiles-filter-the-list-the-agent-sees.html",
      "sources": [
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Default list mode?",
      "back": "List penetration.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t04-l03-list-penetration-and-vertical-dialing.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Vertical list dialing chapter",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-list-dialing-mode/using-vertical-list-dialing.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Vertical in one sentence?",
      "back": "Finish one record's numbers, then move on.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t04-l03-list-penetration-and-vertical-dialing.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Vertical list dialing chapter",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-list-dialing-mode/using-vertical-list-dialing.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Compass words?",
      "back": "Use the definitions, not 'vertical' as a direction.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t04-l03-list-penetration-and-vertical-dialing.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Vertical list dialing chapter",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-list-dialing-mode/using-vertical-list-dialing.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Final disposition?",
      "back": "Stops the whole record.",
      "source": "List dialing modes",
      "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
      "room": "rooms/t04-l03-list-penetration-and-vertical-dialing.html",
      "sources": [
        {
          "label": "List dialing modes",
          "url": "https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Vertical list dialing chapter",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-list-dialing-mode/using-vertical-list-dialing.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Reset Sale?",
      "back": "Only if you mean to call them again.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t04-l04-reset-is-a-loaded-gun.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Which lists?",
      "back": "Currently loaded.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t04-l04-reset-is-a-loaded-gun.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Position reset?",
      "back": "Back toward the top.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t04-l04-reset-is-a-loaded-gun.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Proof?",
      "back": "List details.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t04-l04-reset-is-a-loaded-gun.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "US abandon window?",
      "back": "Rolling 30 days.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t04-l05-time-zone-and-call-analysis-are-guarded-defaults.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "UK window?",
      "back": "24 hours.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t04-l05-time-zone-and-call-analysis-are-guarded-defaults.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who sets US vs UK?",
      "back": "A Five9 representative, per the topic.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t04-l05-time-zone-and-call-analysis-are-guarded-defaults.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Numeric default in this lab?",
      "back": "Not stated. Read the domain.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t04-l05-time-zone-and-call-analysis-are-guarded-defaults.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where is voice detection level?",
      "back": "Campaign dialing defaults.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t04-l06-call-analysis-is-not-a-guarantee.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Published accuracy?",
      "back": "Not in this lab.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t04-l06-call-analysis-is-not-a-guarantee.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Automatic voicemail?",
      "back": "Named on the outbound product page.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t04-l06-call-analysis-is-not-a-guarantee.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "False machine?",
      "back": "A live person misses the agent.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t04-l06-call-analysis-is-not-a-guarantee.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where is local caller ID marketed?",
      "back": "Outbound product page.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t04-l07-local-caller-id-is-a-profile-choice.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log filters",
          "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community article dated 14 July 2026."
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Which object overrides ANI?",
      "back": "Campaign profile.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t04-l07-local-caller-id-is-a-profile-choice.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log filters",
          "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community article dated 14 July 2026."
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Is that STIR/SHAKEN?",
      "back": "No. Certified Caller is separate.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t04-l07-local-caller-id-is-a-profile-choice.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log filters",
          "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community article dated 14 July 2026."
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Unassigned profile?",
      "back": "No effect.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t04-l07-local-caller-id-is-a-profile-choice.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log filters",
          "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community article dated 14 July 2026."
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Why preview?",
      "back": "Context before the dial.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l01-preview-lets-the-agent-read-first.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Same as TCPA?",
      "back": "No. TCPA removes automatic dialing.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l01-preview-lets-the-agent-read-first.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Overdial?",
      "back": "Not the design.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l01-preview-lets-the-agent-read-first.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Still needs a list?",
      "back": "Yes.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l01-preview-lets-the-agent-read-first.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "One per agent?",
      "back": "That is the outbound page.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t05-l02-progressive-keeps-one-call-per-free-agent.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Ten-agent hint?",
      "back": "Dialer page guidance, not a proven hard limit.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t05-l02-progressive-keeps-one-call-per-free-agent.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Why low abandon?",
      "back": "The agent is reserved.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t05-l02-progressive-keeps-one-call-per-free-agent.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Simulator?",
      "back": "Teaching model.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t05-l02-progressive-keeps-one-call-per-free-agent.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who sets the ratio?",
      "back": "The administrator.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l03-power-dials-a-ratio-you-chose.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who is it for?",
      "back": "Small team, large list.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l03-power-dials-a-ratio-you-chose.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Extra live answer?",
      "back": "An abandon.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l03-power-dials-a-ratio-you-chose.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where is the brake?",
      "back": "Abandon monitor and max percent.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l03-power-dials-a-ratio-you-chose.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Ten-agent line?",
      "back": "Dialer page guidance.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l04-predictive-fills-idle-time-and-it-can-drop-calls.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialing modes live testing",
          "url": "https://community.five9.com/s/article/Administrator-Campaign-Dialing-Modes-and-Live-Testing-Results",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community test notes. Wording inside the article is not uniform."
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "US window?",
      "back": "30 days.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l04-predictive-fills-idle-time-and-it-can-drop-calls.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialing modes live testing",
          "url": "https://community.five9.com/s/article/Administrator-Campaign-Dialing-Modes-and-Live-Testing-Results",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community test notes. Wording inside the article is not uniform."
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Test article?",
      "back": "Mixed field note.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l04-predictive-fills-idle-time-and-it-can-drop-calls.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialing modes live testing",
          "url": "https://community.five9.com/s/article/Administrator-Campaign-Dialing-Modes-and-Live-Testing-Results",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community test notes. Wording inside the article is not uniform."
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Simulator window?",
      "back": "Not Five9's 30 days.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l04-predictive-fills-idle-time-and-it-can-drop-calls.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialing modes live testing",
          "url": "https://community.five9.com/s/article/Administrator-Campaign-Dialing-Modes-and-Live-Testing-Results",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community test notes. Wording inside the article is not uniform."
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where does the mode exist?",
      "back": "Domains enabled for it, with no other mode.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t05-l05-tcpa-manual-touch-is-a-typed-number.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Paste?",
      "back": "Blocked.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t05-l05-tcpa-manual-touch-is-a-typed-number.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Dial enables when?",
      "back": "The typed number matches.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t05-l05-tcpa-manual-touch-is-a-typed-number.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Timeout?",
      "back": "Not Ready, no auto-dial.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t05-l05-tcpa-manual-touch-is-a-typed-number.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Why defaults?",
      "back": "A stated compliance posture.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t05-l06-the-defaults-are-the-compliance-posture.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Example warning?",
      "back": "Max abandon percent.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t05-l06-the-defaults-are-the-compliance-posture.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "US vs UK?",
      "back": "30 days vs 24 hours.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t05-l06-the-defaults-are-the-compliance-posture.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where is the legal text?",
      "back": "The agency rule, not this lab.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t05-l06-the-defaults-are-the-compliance-posture.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "No consent?",
      "back": "TCPA manual touch on an enabled domain.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l07-pick-a-mode-in-one-page.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Forty agents?",
      "back": "Predictive, eyes open.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l07-pick-a-mode-in-one-page.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "No drops, small team?",
      "back": "Progressive.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l07-pick-a-mode-in-one-page.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "System of record?",
      "back": "The domain dialog.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t05-l07-pick-a-mode-in-one-page.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What is blended?",
      "back": "Agents moving across inbound and outbound.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l01-blended-is-a-staffing-plan.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Is it a campaign type?",
      "back": "Not in the planning list.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l01-blended-is-a-staffing-plan.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Predictive plus shared agents?",
      "back": "Availability gets stolen.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l01-blended-is-a-staffing-plan.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "How do you build it?",
      "back": "Skills and running campaigns.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l01-blended-is-a-staffing-plan.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Planning extras?",
      "back": "Prompts and IVR.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t06-l02-autodial-is-the-ivr-s-outbound.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Needs a list?",
      "back": "Yes.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t06-l02-autodial-is-the-ivr-s-outbound.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Skill tab?",
      "back": "Outbound Skills.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t06-l02-autodial-is-the-ivr-s-outbound.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Read-first alternative?",
      "back": "Outbound preview.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t06-l02-autodial-is-the-ivr-s-outbound.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Numeric ratio in this lesson?",
      "back": "None.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t06-l03-priority-and-ratio-are-campaign-settings.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Steal rule?",
      "back": "Write who may take the agent.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t06-l03-priority-and-ratio-are-campaign-settings.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Predictive on a shared pod?",
      "back": "Exposed.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t06-l03-priority-and-ratio-are-campaign-settings.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Service level?",
      "back": "A measure, not the dialer.",
      "source": "Inbound campaigns",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
      "room": "rooms/t06-l03-priority-and-ratio-are-campaign-settings.html",
      "sources": [
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "TCPA timeout?",
      "back": "Not Ready, no dial.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t06-l04-not-ready-is-a-real-state.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Count them as free?",
      "back": "No.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t06-l04-not-ready-is-a-real-state.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Which report category?",
      "back": "Agent reports.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t06-l04-not-ready-is-a-real-state.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Adding lines?",
      "back": "Makes abandon worse.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t06-l04-not-ready-is-a-real-state.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Final code?",
      "back": "Stops the record.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t06-l05-after-call-work-feeds-the-next-dial.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Pause vs wrap?",
      "back": "Different gaps.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t06-l05-after-call-work-feeds-the-next-dial.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Default system redials?",
      "back": "Often five.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t06-l05-after-call-work-feeds-the-next-dial.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Simulator wrap?",
      "back": "Teaching delay.",
      "source": "Managing campaign dispositions",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
      "room": "rooms/t06-l05-after-call-work-feeds-the-next-dial.html",
      "sources": [
        {
          "label": "Managing campaign dispositions",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dispositions/managing-dispositions.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Blend includes digital?",
      "back": "The outbound page says so.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l06-digital-and-voice-share-the-person.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        }
      ]
    },
    {
      "front": "Plus promise?",
      "back": "One screen.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l06-digital-and-voice-share-the-person.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        }
      ]
    },
    {
      "front": "Text blocked?",
      "back": "Antivirus is a documented suspect.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l06-digital-and-voice-share-the-person.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        }
      ]
    },
    {
      "front": "Chat and predictive?",
      "back": "The agent is busy.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l06-digital-and-voice-share-the-person.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        }
      ]
    },
    {
      "front": "No screen, no design?",
      "back": "Correct.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l07-a-blend-you-can-defend.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Simulator equals domain?",
      "back": "No.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l07-a-blend-you-can-defend.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "US window?",
      "back": "30 days.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l07-a-blend-you-can-defend.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Dedicated pod?",
      "back": "Outside the steal rule.",
      "source": "Outbound product page",
      "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
      "room": "rooms/t06-l07-a-blend-you-can-defend.html",
      "sources": [
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Is Hangup in the chapter list?",
      "back": "Not in the list this lab read.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l01-the-module-list-is-the-vocabulary.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Some third-party notes mention a hangup behavior. It is not in the modules chapter quoted here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "When does Skill Transfer finish the script?",
      "back": "When an agent connects.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l01-the-module-list-is-the-vocabulary.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Some third-party notes mention a hangup behavior. It is not in the modules chapter quoted here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Bench JSON?",
      "back": "Not a VCC import.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l01-the-module-list-is-the-vocabulary.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Some third-party notes mention a hangup behavior. It is not in the modules chapter quoted here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Menu exists?",
      "back": "Yes.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l01-the-module-list-is-the-vocabulary.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Some third-party notes mention a hangup behavior. It is not in the modules chapter quoted here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "ZIP module?",
      "back": "Input.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l02-play-menu-digits-and-voice.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Menu module",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/menu-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 4733",
          "url": "https://www.rfc-editor.org/rfc/rfc4733",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Why No Match?",
      "back": "Wrong input needs an exit.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l02-play-menu-digits-and-voice.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Menu module",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/menu-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 4733",
          "url": "https://www.rfc-editor.org/rfc/rfc4733",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Speech modules?",
      "back": "Voice Input and Natural Language Processing.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l02-play-menu-digits-and-voice.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Menu module",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/menu-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 4733",
          "url": "https://www.rfc-editor.org/rfc/rfc4733",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "TTS?",
      "back": "Yes, in the example.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l02-play-menu-digits-and-voice.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Menu module",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/menu-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 4733",
          "url": "https://www.rfc-editor.org/rfc/rfc4733",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Two ways?",
      "back": "If/Else.",
      "source": "If/Else module",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/ifelse-module.htm",
      "room": "rooms/t07-l03-if-else-is-two-ways-case-is-more.html",
      "sources": [
        {
          "label": "If/Else module",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/ifelse-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Three ways?",
      "back": "Case.",
      "source": "If/Else module",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/ifelse-module.htm",
      "room": "rooms/t07-l03-if-else-is-two-ways-case-is-more.html",
      "sources": [
        {
          "label": "If/Else module",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/ifelse-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Who writes the condition?",
      "back": "You do.",
      "source": "If/Else module",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/ifelse-module.htm",
      "room": "rooms/t07-l03-if-else-is-two-ways-case-is-more.html",
      "sources": [
        {
          "label": "If/Else module",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/ifelse-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Caller choice?",
      "back": "Menu, not If/Else.",
      "source": "If/Else module",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/ifelse-module.htm",
      "room": "rooms/t07-l03-if-else-is-two-ways-case-is-more.html",
      "sources": [
        {
          "label": "If/Else module",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/ifelse-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Either skill or both?",
      "back": "Either.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t07-l04-skill-transfer-has-more-than-a-skill-name.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer module chapter",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/skill-transfer-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The article says six tabs and then lists seven names. The editor is the count that matters.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Report recommendation?",
      "back": "One skill per module.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t07-l04-skill-transfer-has-more-than-a-skill-name.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer module chapter",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/skill-transfer-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The article says six tabs and then lists seven names. The editor is the count that matters.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "No skill?",
      "back": "Default queue.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t07-l04-skill-transfer-has-more-than-a-skill-name.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer module chapter",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/skill-transfer-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The article says six tabs and then lists seven names. The editor is the count that matters.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Article's default disposition?",
      "back": "Abandon.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t07-l04-skill-transfer-has-more-than-a-skill-name.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer module chapter",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/skill-transfer-module.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Pause before transfer",
          "url": "https://community.five9.com/s/article/Administrator-Pause-Before-Transfer?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The article says six tabs and then lists seven names. The editor is the count that matters.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Example request?",
      "back": "XML web service POST.",
      "source": "XML web service IVR example",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
      "room": "rooms/t07-l05-variables-lookup-and-query.html",
      "sources": [
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Why script variables?",
      "back": "No agent on that call.",
      "source": "XML web service IVR example",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
      "room": "rooms/t07-l05-variables-lookup-and-query.html",
      "sources": [
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "History backfill?",
      "back": "No.",
      "source": "XML web service IVR example",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
      "room": "rooms/t07-l05-variables-lookup-and-query.html",
      "sources": [
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Lookup exists?",
      "back": "Yes.",
      "source": "XML web service IVR example",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
      "room": "rooms/t07-l05-variables-lookup-and-query.html",
      "sources": [
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Jump to another script?",
      "back": "Foreign Script.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l06-iva-foreign-scripts-dnc-and-leaving-the-platform.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Public pages describe IVA Transfer and a digital ChatBot integration separately. This lab does not claim they share one property sheet.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Opt out?",
      "back": "Set DNC.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l06-iva-foreign-scripts-dnc-and-leaving-the-platform.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Public pages describe IVA Transfer and a digital ChatBot integration separately. This lab does not claim they share one property sheet.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Digital keys?",
      "back": "Build permission plus a task key.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l06-iva-foreign-scripts-dnc-and-leaving-the-platform.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Public pages describe IVA Transfer and a digital ChatBot integration separately. This lab does not claim they share one property sheet.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Third party stays on your skill?",
      "back": "No.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t07-l06-iva-foreign-scripts-dnc-and-leaving-the-platform.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Public pages describe IVA Transfer and a digital ChatBot integration separately. This lab does not claim they share one property sheet.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Which header?",
      "back": "X-Frame-Options.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t07-l07-visual-ivr-and-frames.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The PDF's browser matrix is historical. Current browser behavior has to be tested.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Trust the old browser table?",
      "back": "No. Retest.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t07-l07-visual-ivr-and-frames.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The PDF's browser matrix is historical. Current browser behavior has to be tested.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who turns it on?",
      "back": "A VCC administrator.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t07-l07-visual-ivr-and-frames.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The PDF's browser matrix is historical. Current browser behavior has to be tested.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Voice versus visual?",
      "back": "Different surfaces.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t07-l07-visual-ivr-and-frames.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The PDF's browser matrix is historical. Current browser behavior has to be tested.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Membership?",
      "back": "Agent or supervisor.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l01-a-skill-is-a-queue-with-people-in-it.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Empty skill?",
      "back": "No delivery.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l01-a-skill-is-a-queue-with-people-in-it.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Service level?",
      "back": "On the skill.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l01-a-skill-is-a-queue-with-people-in-it.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Several skills per user?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l01-a-skill-is-a-queue-with-people-in-it.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Inbound tab?",
      "back": "Outbound Skills.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l02-the-tab-is-named-backwards-on-inbound.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Ready but wrong tab?",
      "back": "No offer.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l02-the-tab-is-named-backwards-on-inbound.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Autodial?",
      "back": "Same tab as inbound.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l02-the-tab-is-named-backwards-on-inbound.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Where documented?",
      "back": "Skill groups topic.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l02-the-tab-is-named-backwards-on-inbound.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Any or all?",
      "back": "Any one skill.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l03-one-module-one-skill-when-you-need-the-truth.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Report tip?",
      "back": "One skill.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l03-one-module-one-skill-when-you-need-the-truth.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Deliberate pool?",
      "back": "Allowed if intended.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l03-one-module-one-skill-when-you-need-the-truth.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "No selection?",
      "back": "Default.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l03-one-module-one-skill-when-you-need-the-truth.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Same number?",
      "back": "No.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l04-skill-level-versus-list-order.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The article names the option. The exact screen where an agent's skill level is edited was not quoted in this lab.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What does ignore-order do?",
      "back": "Uses agent skill level.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l04-skill-level-versus-list-order.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The article names the option. The exact screen where an agent's skill level is edited was not quoted in this lab.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Click-path quoted here?",
      "back": "No.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l04-skill-level-versus-list-order.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The article names the option. The exact screen where an agent's skill level is edited was not quoted in this lab.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Switch off?",
      "back": "List order stands.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l04-skill-level-versus-list-order.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The article names the option. The exact screen where an agent's skill level is edited was not quoted in this lab.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "No selection?",
      "back": "Default queue.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l05-default-is-a-queue-not-a-compliment.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Label?",
      "back": "Default.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l05-default-is-a-queue-not-a-compliment.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "User with no skills?",
      "back": "Catch-all eligible.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l05-default-is-a-queue-not-a-compliment.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Safe pattern?",
      "back": "Name the skill.",
      "source": "Skill Transfer functions",
      "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
      "room": "rooms/t08-l05-default-is-a-queue-not-a-compliment.html",
      "sources": [
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Target without people?",
      "back": "Still misses.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l06-service-level-is-the-scoreboard.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What steers?",
      "back": "Priority.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l06-service-level-is-the-scoreboard.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where is the target?",
      "back": "The skill.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l06-service-level-is-the-scoreboard.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Easier target?",
      "back": "A new definition, not new staff.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l06-service-level-is-the-scoreboard.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Greeting object?",
      "back": "Skill audio.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l07-skill-voicemail-is-its-own-mailbox.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Default callback code?",
      "back": "Abandon. Replace it.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l07-skill-voicemail-is-its-own-mailbox.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Why a specific code?",
      "back": "So the promise is visible.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l07-skill-voicemail-is-its-own-mailbox.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Cell mailbox?",
      "back": "Not this object.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t08-l07-skill-voicemail-is-its-own-mailbox.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill Transfer functions",
          "url": "https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Form factor?",
      "back": "One screen.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l01-one-screen-is-the-product.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Transcription source?",
      "back": "Engage page.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l01-one-screen-is-the-product.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Adapter voice stack?",
      "back": "Same underlying technology, per the desktop page.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l01-one-screen-is-the-product.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Assist bandwidth?",
      "back": "12 kbps extra.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l01-one-screen-is-the-product.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Adapter transport?",
      "back": "HTTPS and WSS.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l02-plus-adapters-speak-https-and-wss.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Proxy?",
      "back": "Must support WSS.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l02-plus-adapters-speak-https-and-wss.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "TLS 1.1?",
      "back": "Not supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l02-plus-adapters-speak-https-and-wss.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Pop down, voice up?",
      "back": "Look at WSS.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l02-plus-adapters-speak-https-and-wss.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Where is Assist named?",
      "back": "Engage.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t09-l03-transcription-and-assist-are-features-you-turn-o.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Studio's first named app?",
      "back": "Summaries, among Agent Assist.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t09-l03-transcription-and-assist-are-features-you-turn-o.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Universal model name?",
      "back": "Do not assume one.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t09-l03-transcription-and-assist-are-features-you-turn-o.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Why the same screen?",
      "back": "So the agent sees it.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t09-l03-transcription-and-assist-are-features-you-turn-o.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio is described as engine-agnostic. This lab does not name the default model for a new domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What does Plus show from WEM?",
      "back": "Schedules, adherence, time off, evaluations.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l04-wem-lives-in-the-same-desktop.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Break equals idle?",
      "back": "No.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l04-wem-lives-in-the-same-desktop.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "CRM path?",
      "back": "WFO connectors, per the desktop page.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l04-wem-lives-in-the-same-desktop.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Adherence?",
      "back": "Plan versus actual.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l04-wem-lives-in-the-same-desktop.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Avast example means?",
      "back": "AV can block text.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l05-digital-text-can-be-blocked.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Blank text suspect?",
      "back": "Antivirus.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l05-digital-text-can-be-blocked.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Dropped call suspect?",
      "back": "Efficiency Mode, among others.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l05-digital-text-can-be-blocked.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Change both at once?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l05-digital-text-can-be-blocked.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Analog?",
      "back": "Not supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l06-headsets-and-the-path-under-the-desk.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "5G agent path?",
      "back": "Not supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l06-headsets-and-the-path-under-the-desk.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Default codec in that table?",
      "back": "G.711.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l06-headsets-and-the-path-under-the-desk.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "One-way latency?",
      "back": "Under 150 ms.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t09-l06-headsets-and-the-path-under-the-desk.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "One-way audio next stop?",
      "back": "NAT and SIP.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l07-the-desktop-review.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Efficiency Mode?",
      "back": "Desktop review.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l07-the-desktop-review.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "WSS?",
      "back": "Desktop review.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l07-the-desktop-review.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Skip the schedule?",
      "back": "You will mis-count people.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t09-l07-the-desktop-review.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Verint?",
      "back": "A named partner path, not the only path.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l01-five9-wem-and-a-verint-path-both-exist.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Data sheet pieces?",
      "back": "Recording, QM, WFM, analytics, surveys, connectors.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l01-five9-wem-and-a-verint-path-both-exist.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who upgrades?",
      "back": "Five9, per the page.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l01-five9-wem-and-a-verint-path-both-exist.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Guess the vendor?",
      "back": "No.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l01-five9-wem-and-a-verint-path-both-exist.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Does WFM pick preview vs power?",
      "back": "No. It staffs.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l02-workforce-management-is-the-roster.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Break?",
      "back": "Not available.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l02-workforce-management-is-the-roster.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Adherence?",
      "back": "Plan versus actual.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l02-workforce-management-is-the-roster.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Service level needs?",
      "back": "The people.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l02-workforce-management-is-the-roster.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where do agents read evaluations?",
      "back": "Plus, per the desktop page.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l03-quality-management-listens-on-purpose.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Hold recorded?",
      "back": "Yes, per the EULA.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l03-quality-management-listens-on-purpose.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who handles consent?",
      "back": "The customer, per the EULA.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l03-quality-management-listens-on-purpose.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Wrong form?",
      "back": "Teaches the wrong work.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l03-quality-management-listens-on-purpose.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Survey versus abandon?",
      "back": "Different.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l04-analytics-and-surveys-sit-beside-the-call.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Screen names inside a partner analytics tool are not copied here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "A topic without an owner?",
      "back": "A poster.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l04-analytics-and-surveys-sit-beside-the-call.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Screen names inside a partner analytics tool are not copied here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Screens identical?",
      "back": "Do not assume.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l04-analytics-and-surveys-sit-beside-the-call.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Screen names inside a partner analytics tool are not copied here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Surveys in the data sheet?",
      "back": "Yes.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l04-analytics-and-surveys-sit-beside-the-call.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Screen names inside a partner analytics tool are not copied here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "VCC audio rule?",
      "back": "30 days or successful offload, or the contract.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t10-l05-recordings-expire.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Contracts can override the published table. Read the agreement for the domain you are in.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Failed copy?",
      "back": "The clock continues.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t10-l05-recordings-expire.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Contracts can override the published table. Read the agreement for the domain you are in.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "E911 audio?",
      "back": "30 days on that page.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t10-l05-recordings-expire.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Contracts can override the published table. Read the agreement for the domain you are in.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Agent data?",
      "back": "60 days on that page.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t10-l05-recordings-expire.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Contracts can override the published table. Read the agreement for the domain you are in.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Time off in Plus?",
      "back": "Named.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t10-l06-the-agent-should-not-need-a-second-login.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Bidding rules are suite-specific and were not copied from a manual.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Shift bidding?",
      "back": "Named, rules not copied here.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t10-l06-the-agent-should-not-need-a-second-login.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Bidding rules are suite-specific and were not copied from a manual.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Bid without a schedule change?",
      "back": "The dialer never sees it.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t10-l06-the-agent-should-not-need-a-second-login.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Bidding rules are suite-specific and were not copied from a manual.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Second login?",
      "back": "Connector probably unused.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t10-l06-the-agent-should-not-need-a-second-login.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Bidding rules are suite-specific and were not copied from a manual.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Approve time off here?",
      "back": "No.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l07-what-this-lab-will-not-pretend-to-run.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Pacing bench?",
      "back": "A model.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l07-what-this-lab-will-not-pretend-to-run.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Roster of record?",
      "back": "The suite.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l07-what-this-lab-will-not-pretend-to-run.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Recording after the clock?",
      "back": "The offload.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t10-l07-what-this-lab-will-not-pretend-to-run.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Region matters?",
      "back": "Yes. Use the matching portal.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t11-l01-studio-has-regions.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 9293, Transmission Control Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc9293",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Studio signaling ports in the PDF are easy to misread as universal VCC trunk ports. Confirm which SBC your domain uses.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Legacy hosts listed?",
      "back": "Yes.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t11-l01-studio-has-regions.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 9293, Transmission Control Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc9293",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Studio signaling ports in the PDF are easy to misread as universal VCC trunk ports. Confirm which SBC your domain uses.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "How to find SIP?",
      "back": "DNS SRV.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t11-l01-studio-has-regions.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 9293, Transmission Control Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc9293",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Studio signaling ports in the PDF are easy to misread as universal VCC trunk ports. Confirm which SBC your domain uses.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Paste Studio ports onto every trunk?",
      "back": "No. Confirm the family.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t11-l01-studio-has-regions.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 9293, Transmission Control Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc9293",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Studio signaling ports in the PDF are easy to misread as universal VCC trunk ports. Confirm which SBC your domain uses.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Digital key permission?",
      "back": "Build.",
      "source": "Studio digital IVA with VCC",
      "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
      "room": "rooms/t11-l02-a-task-key-is-not-a-vibe.html",
      "sources": [
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Voice IVA Transfer property names are not copied key-for-key from the digital article.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Task type in that article?",
      "back": "ChatBot.",
      "source": "Studio digital IVA with VCC",
      "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
      "room": "rooms/t11-l02-a-task-key-is-not-a-vibe.html",
      "sources": [
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Voice IVA Transfer property names are not copied key-for-key from the digital article.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where does the key go?",
      "back": "The VCC side.",
      "source": "Studio digital IVA with VCC",
      "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
      "room": "rooms/t11-l02-a-task-key-is-not-a-vibe.html",
      "sources": [
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Voice IVA Transfer property names are not copied key-for-key from the digital article.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Same as voice?",
      "back": "Do not assume.",
      "source": "Studio digital IVA with VCC",
      "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
      "room": "rooms/t11-l02-a-task-key-is-not-a-vibe.html",
      "sources": [
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Voice IVA Transfer property names are not copied key-for-key from the digital article.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "No failure branch?",
      "back": "The caller is stranded.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t11-l03-contain-or-hand-back-with-context.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "No skill selected?",
      "back": "Default.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t11-l03-contain-or-hand-back-with-context.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "History?",
      "back": "Enable a reporting call variable. New calls only.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t11-l03-contain-or-hand-back-with-context.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Engage handoff?",
      "back": "With context.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t11-l03-contain-or-hand-back-with-context.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Engine-agnostic?",
      "back": "Yes.",
      "source": "GenAI Studio",
      "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
      "room": "rooms/t11-l04-genai-studio-is-a-hub-not-a-slogan.html",
      "sources": [
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "First named app?",
      "back": "Agent Assist summaries.",
      "source": "GenAI Studio",
      "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
      "room": "rooms/t11-l04-genai-studio-is-a-hub-not-a-slogan.html",
      "sources": [
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Test data?",
      "back": "Real calls, per the page.",
      "source": "GenAI Studio",
      "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
      "room": "rooms/t11-l04-genai-studio-is-a-hub-not-a-slogan.html",
      "sources": [
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Untested prompt?",
      "back": "Not the control the page describes.",
      "source": "GenAI Studio",
      "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
      "room": "rooms/t11-l04-genai-studio-is-a-hub-not-a-slogan.html",
      "sources": [
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Same block?",
      "back": "No.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t11-l05-nlp-in-the-ivr-is-not-the-same-as-studio.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Studio handoff?",
      "back": "IVA Transfer.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t11-l05-nlp-in-the-ivr-is-not-the-same-as-studio.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Short speech menu?",
      "back": "An IVR module can do it.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t11-l05-nlp-in-the-ivr-is-not-the-same-as-studio.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Wrong name?",
      "back": "Wrong system.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t11-l05-nlp-in-the-ivr-is-not-the-same-as-studio.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Prompt edit?",
      "back": "A release.",
      "source": "GenAI Studio",
      "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
      "room": "rooms/t11-l06-prompts-are-a-production-change.html",
      "sources": [
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Test on?",
      "back": "Call data.",
      "source": "GenAI Studio",
      "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
      "room": "rooms/t11-l06-prompts-are-a-production-change.html",
      "sources": [
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Same as a WAV?",
      "back": "No.",
      "source": "GenAI Studio",
      "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
      "room": "rooms/t11-l06-prompts-are-a-production-change.html",
      "sources": [
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Invented policy?",
      "back": "Not ready.",
      "source": "GenAI Studio",
      "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
      "room": "rooms/t11-l06-prompts-are-a-production-change.html",
      "sources": [
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Skip region?",
      "back": "The review is incomplete.",
      "source": "Studio digital IVA with VCC",
      "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
      "room": "rooms/t11-l07-a-bot-review-you-can-finish.html",
      "sources": [
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Build permission source?",
      "back": "The digital IVA article.",
      "source": "Studio digital IVA with VCC",
      "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
      "room": "rooms/t11-l07-a-bot-review-you-can-finish.html",
      "sources": [
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Why the clock?",
      "back": "Audio expires.",
      "source": "Studio digital IVA with VCC",
      "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
      "room": "rooms/t11-l07-a-bot-review-you-can-finish.html",
      "sources": [
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Does this lab host Studio?",
      "back": "No.",
      "source": "Studio digital IVA with VCC",
      "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
      "room": "rooms/t11-l07-a-bot-review-you-can-finish.html",
      "sources": [
        {
          "label": "Studio digital IVA with VCC",
          "url": "https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "ServiceNow listed?",
      "back": "Yes.",
      "source": "Web adapter requirements",
      "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
      "room": "rooms/t12-l01-the-adapter-family.html",
      "sources": [
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Homegrown CRM?",
      "back": "CRM SDK.",
      "source": "Web adapter requirements",
      "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
      "room": "rooms/t12-l01-the-adapter-family.html",
      "sources": [
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "URL pop versus adapter?",
      "back": "Name which one.",
      "source": "Web adapter requirements",
      "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
      "room": "rooms/t12-l01-the-adapter-family.html",
      "sources": [
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Proxy?",
      "back": "Must support WSS.",
      "source": "Web adapter requirements",
      "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
      "room": "rooms/t12-l01-the-adapter-family.html",
      "sources": [
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Is 2.46 forever?",
      "back": "No. Recheck the PDF.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l02-salesforce-versions-move.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managed package 2.46 and the edition list came from the technical requirements read in October 2026. They will move.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "SAML?",
      "back": "2.0 in that PDF.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l02-salesforce-versions-move.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managed package 2.46 and the edition list came from the technical requirements read in October 2026. They will move.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Lightning?",
      "back": "Supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l02-salesforce-versions-move.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managed package 2.46 and the edition list came from the technical requirements read in October 2026. They will move.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "IE 11 remains for Salesforce?",
      "back": "No. The exception is Oracle Service Cloud.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l02-salesforce-versions-move.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Managed package 2.46 and the edition list came from the technical requirements read in October 2026. They will move.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Workspaces?",
      "back": "Service Operations and Configurable.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l03-servicenow-releases-are-named.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ServiceNow Plus adapter",
          "url": "https://documentation.five9.com/bundle/servicenowadmins/page/crm-admins/ServiceNow/introduction/_ch-configuring-the-five9-plus-adapter-for-servicenow.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Australia, Zurich, and Yokohama were the names in the PDF read for this lab. Confirm the current list before an upgrade.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Those three names?",
      "back": "Releases in the PDF.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l03-servicenow-releases-are-named.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ServiceNow Plus adapter",
          "url": "https://documentation.five9.com/bundle/servicenowadmins/page/crm-admins/ServiceNow/introduction/_ch-configuring-the-five9-plus-adapter-for-servicenow.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Australia, Zurich, and Yokohama were the names in the PDF read for this lab. Confirm the current list before an upgrade.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Off-list release?",
      "back": "Do not call it supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l03-servicenow-releases-are-named.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ServiceNow Plus adapter",
          "url": "https://documentation.five9.com/bundle/servicenowadmins/page/crm-admins/ServiceNow/introduction/_ch-configuring-the-five9-plus-adapter-for-servicenow.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Australia, Zurich, and Yokohama were the names in the PDF read for this lab. Confirm the current list before an upgrade.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Forever?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l03-servicenow-releases-are-named.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ServiceNow Plus adapter",
          "url": "https://documentation.five9.com/bundle/servicenowadmins/page/crm-admins/ServiceNow/introduction/_ch-configuring-the-five9-plus-adapter-for-servicenow.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Australia, Zurich, and Yokohama were the names in the PDF read for this lab. Confirm the current list before an upgrade.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Epic listed?",
      "back": "Yes.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l04-the-rest-of-the-named-crms.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Salesforce package fixes Zendesk?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l04-the-rest-of-the-named-crms.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "NetSuite package in this lab?",
      "back": "Not stated.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l04-the-rest-of-the-named-crms.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "IE exception scope?",
      "back": "Oracle Service Cloud only.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l04-the-rest-of-the-named-crms.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "SDK named?",
      "back": "Yes.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t12-l05-sdk-and-connectors-when-there-is-no-adapter.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Connectors named?",
      "back": "Yes.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t12-l05-sdk-and-connectors-when-there-is-no-adapter.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who retests custom code?",
      "back": "You.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t12-l05-sdk-and-connectors-when-there-is-no-adapter.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "URL pop scope?",
      "back": "Smaller than a full adapter.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t12-l05-sdk-and-connectors-when-there-is-no-adapter.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Voice proves the pop?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l06-screen-pop-down-voice-up.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Profiles and pop-ups?",
      "back": "Yes, they can control them.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l06-screen-pop-down-voice-up.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "TLS 1.1?",
      "back": "Unsupported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l06-screen-pop-down-voice-up.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Dead URL?",
      "back": "Blank screen.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t12-l06-screen-pop-down-voice-up.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Campaign profiles",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Web adapter requirements",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/agent-integrations/web-based-adapters/application-requirements.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 6455, The WebSocket Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc6455",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "IVR Salesforce module?",
      "back": "A script block.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t12-l07-salesforce-modules-inside-the-ivr.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Einstein module?",
      "back": "Named in the chapter.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t12-l07-salesforce-modules-inside-the-ivr.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "ZIP example?",
      "back": "Query, not the Salesforce module.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t12-l07-salesforce-modules-inside-the-ivr.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "After connect?",
      "back": "The adapter.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t12-l07-salesforce-modules-inside-the-ivr.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "XML web service IVR example",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/examples/creating-ivr-script-xml-web-service-query.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Five9 ITSP?",
      "back": "One of the three stories.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l01-three-ways-a-call-can-enter.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Customer ITSP lands on?",
      "back": "Five9 SBCs.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l01-three-ways-a-call-can-enter.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Gateway names?",
      "back": "Avaya, Cisco, Asterisk.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l01-three-ways-a-call-can-enter.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Does Cisco here import UCCX?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l01-three-ways-a-call-can-enter.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "DNS?",
      "back": "SRV preferred.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l02-dns-codecs-and-the-default-voice.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 4733",
          "url": "https://www.rfc-editor.org/rfc/rfc4733",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "A 20 ms packet time is a practitioner note about Cisco gateways, not a figure quoted from the Five9 technical requirements in this lab.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Default codec?",
      "back": "G.711.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l02-dns-codecs-and-the-default-voice.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 4733",
          "url": "https://www.rfc-editor.org/rfc/rfc4733",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "A 20 ms packet time is a practitioner note about Cisco gateways, not a figure quoted from the Five9 technical requirements in this lab.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "20 ms?",
      "back": "Practitioner, uncertain, not a PDF quote here.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l02-dns-codecs-and-the-default-voice.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 4733",
          "url": "https://www.rfc-editor.org/rfc/rfc4733",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "A 20 ms packet time is a practitioner note about Cisco gateways, not a figure quoted from the Five9 technical requirements in this lab.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Digit RFC?",
      "back": "4733.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l02-dns-codecs-and-the-default-voice.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 4733",
          "url": "https://www.rfc-editor.org/rfc/rfc4733",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "A 20 ms packet time is a practitioner note about Cisco gateways, not a figure quoted from the Five9 technical requirements in this lab.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Plus?",
      "back": "128 kbps.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l03-how-much-bandwidth-a-seat-costs.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        }
      ]
    },
    {
      "front": "Java agent?",
      "back": "88 kbps.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l03-how-much-bandwidth-a-seat-costs.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        }
      ]
    },
    {
      "front": "Assist?",
      "back": "About +12.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l03-how-much-bandwidth-a-seat-costs.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        }
      ]
    },
    {
      "front": "Satellite?",
      "back": "Not supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l03-how-much-bandwidth-a-seat-costs.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        }
      ]
    },
    {
      "front": "Double NAT?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l04-nat-idle-timers-and-split-tunnels.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 1918",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "UDP idle?",
      "back": "30 seconds.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l04-nat-idle-timers-and-split-tunnels.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 1918",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Shorter timer?",
      "back": "Keepalives.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l04-nat-idle-timers-and-split-tunnels.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 1918",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Split tunnel?",
      "back": "Do not exclude Five9.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l04-nat-idle-timers-and-split-tunnels.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 1918",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Handoff?",
      "back": "Layer 3.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l05-direct-connect-and-the-edges.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "CH3, DC10, LD5, AM4, FR8, SP4, TY11, and SY5 are the Equinix Fabric edges in the technical requirements read in October 2026.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Failover?",
      "back": "BGP.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l05-direct-connect-and-the-edges.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "CH3, DC10, LD5, AM4, FR8, SP4, TY11, and SY5 are the Equinix Fabric edges in the technical requirements read in October 2026.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "London?",
      "back": "LD5 in that PDF.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l05-direct-connect-and-the-edges.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "CH3, DC10, LD5, AM4, FR8, SP4, TY11, and SY5 are the Equinix Fabric edges in the technical requirements read in October 2026.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Is the list forever?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l05-direct-connect-and-the-edges.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "CH3, DC10, LD5, AM4, FR8, SP4, TY11, and SY5 are the Equinix Fabric edges in the technical requirements read in October 2026.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "TLS floor?",
      "back": "1.2.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l06-tls-and-ports-that-are-not-universal.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 9293, Transmission Control Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc9293",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Studio TCP 5061 is described as beta in the PDF read for this lab. Confirm before you depend on it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "TLS 1.1?",
      "back": "Not supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l06-tls-and-ports-that-are-not-universal.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 9293, Transmission Control Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc9293",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Studio TCP 5061 is described as beta in the PDF read for this lab. Confirm before you depend on it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Studio 5060 on every trunk?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l06-tls-and-ports-that-are-not-universal.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 9293, Transmission Control Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc9293",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Studio TCP 5061 is described as beta in the PDF read for this lab. Confirm before you depend on it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "5061 caveat?",
      "back": "Beta in that PDF.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l06-tls-and-ports-that-are-not-universal.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 9293, Transmission Control Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc9293",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 768, User Datagram Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc768",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Studio TCP 5061 is described as beta in the PDF read for this lab. Confirm before you depend on it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Headset?",
      "back": "USB noise-canceling.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l07-headsets-and-the-call-that-only-fails-one-way.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Analog?",
      "back": "Not supported.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l07-headsets-and-the-call-that-only-fails-one-way.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Wireless at scale?",
      "back": "Not recommended.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l07-headsets-and-the-call-that-only-fails-one-way.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Efficiency Mode?",
      "back": "Can drop live calls.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t13-l07-headsets-and-the-call-that-only-fails-one-way.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Web2Campaign?",
      "back": "A named API.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t14-l01-the-api-names-on-the-product-page.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "The overview page says REST and also lists Web Services families. This lab does not assign a transport to each family.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Reporting versus Statistics?",
      "back": "Both named, not the same label.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t14-l01-the-api-names-on-the-product-page.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "The overview page says REST and also lists Web Services families. This lab does not assign a transport to each family.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Homegrown CRM?",
      "back": "CRM SDK.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t14-l01-the-api-names-on-the-product-page.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "The overview page says REST and also lists Web Services families. This lab does not assign a transport to each family.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "SOAP or REST?",
      "back": "Do not guess per family.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t14-l01-the-api-names-on-the-product-page.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "The overview page says REST and also lists Web Services families. This lab does not assign a transport to each family.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Role?",
      "back": "Reporting, plus a permission.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t14-l02-reporting-is-a-role.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log reports chapter",
          "url": "https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "IVR category?",
      "back": "Yes.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t14-l02-reporting-is-a-role.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log reports chapter",
          "url": "https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Admin without the role?",
      "back": "No standard reports.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t14-l02-reporting-is-a-role.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log reports chapter",
          "url": "https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Digital versus Legacy Digital?",
      "back": "Both named.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t14-l02-reporting-is-a-role.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log reports chapter",
          "url": "https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Three layouts?",
      "back": "Tabular, Summary, Matrix.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t14-l03-layouts-and-the-matrix-that-will-not-export.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Matrix to CSV?",
      "back": "Not directly.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t14-l03-layouts-and-the-matrix-that-will-not-export.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Row-level?",
      "back": "Tabular.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t14-l03-layouts-and-the-matrix-that-will-not-export.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Totals?",
      "back": "Summary.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t14-l03-layouts-and-the-matrix-that-will-not-export.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Call log window?",
      "back": "About 60 days unless extended, per that article.",
      "source": "Call log filters",
      "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
      "room": "rooms/t14-l04-the-call-log-is-a-window-not-an-archive.html",
      "sources": [
        {
          "label": "Call log filters",
          "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community article dated 14 July 2026."
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log reports chapter",
          "url": "https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The 60-day call log window is from a community article dated 14 July 2026. Confirm the current window before you promise it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Audio?",
      "back": "30 days, offload, or contract — whichever is sooner.",
      "source": "Call log filters",
      "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
      "room": "rooms/t14-l04-the-call-log-is-a-window-not-an-archive.html",
      "sources": [
        {
          "label": "Call log filters",
          "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community article dated 14 July 2026."
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log reports chapter",
          "url": "https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The 60-day call log window is from a community article dated 14 July 2026. Confirm the current window before you promise it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Same clock?",
      "back": "No.",
      "source": "Call log filters",
      "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
      "room": "rooms/t14-l04-the-call-log-is-a-window-not-an-archive.html",
      "sources": [
        {
          "label": "Call log filters",
          "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community article dated 14 July 2026."
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log reports chapter",
          "url": "https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The 60-day call log window is from a community article dated 14 July 2026. Confirm the current window before you promise it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Why date the article?",
      "back": "The window can change.",
      "source": "Call log filters",
      "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
      "room": "rooms/t14-l04-the-call-log-is-a-window-not-an-archive.html",
      "sources": [
        {
          "label": "Call log filters",
          "url": "https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Community article dated 14 July 2026."
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Call log reports chapter",
          "url": "https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The 60-day call log window is from a community article dated 14 July 2026. Confirm the current window before you promise it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Backfill?",
      "back": "No.",
      "source": "Call variables for reporting",
      "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
      "room": "rooms/t14-l05-call-variables-are-not-history.html",
      "sources": [
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Permission name?",
      "back": "User Can Edit Call Variables.",
      "source": "Call variables for reporting",
      "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
      "room": "rooms/t14-l05-call-variables-are-not-history.html",
      "sources": [
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "All dispositions includes custom?",
      "back": "No.",
      "source": "Call variables for reporting",
      "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
      "room": "rooms/t14-l05-call-variables-are-not-history.html",
      "sources": [
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Both switches?",
      "back": "Permission and the reporting flag.",
      "source": "Call variables for reporting",
      "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
      "room": "rooms/t14-l05-call-variables-are-not-history.html",
      "sources": [
        {
          "label": "Call variables for reporting",
          "url": "https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Prebuilt names?",
      "back": "Zoom Phone and Teams, among the product lines.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t14-l06-prebuilt-uc-and-the-connector-that-is-not-an-ada.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Local Teams client?",
      "back": "About 320 kbps.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t14-l06-prebuilt-uc-and-the-connector-that-is-not-an-ada.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "URL pop?",
      "back": "Web Connector.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t14-l06-prebuilt-uc-and-the-connector-that-is-not-an-ada.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Does prebuilt erase bandwidth?",
      "back": "No.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t14-l06-prebuilt-uc-and-the-connector-that-is-not-an-ada.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Agent data?",
      "back": "60 days.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t14-l07-what-an-extract-is-allowed-to-remember.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Campaign state?",
      "back": "120 days.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t14-l07-what-an-extract-is-allowed-to-remember.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "DIDs after closure?",
      "back": "90 days.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t14-l07-what-an-extract-is-allowed-to-remember.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Disabled domain?",
      "back": "120 days after closure.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t14-l07-what-an-extract-is-allowed-to-remember.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Official importer?",
      "back": "None cited here.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l01-there-is-no-import-button.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Five9 publishes Cisco as a SIP gateway type. This lab did not find an official UCCX or UCCE migration wizard. Mappings below are instructional.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Cisco in the PDF?",
      "back": "A gateway type.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l01-there-is-no-import-button.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Five9 publishes Cisco as a SIP gateway type. This lab did not find an official UCCX or UCCE migration wizard. Mappings below are instructional.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Build order?",
      "back": "Skills through profiles, then campaigns.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l01-there-is-no-import-button.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Five9 publishes Cisco as a SIP gateway type. This lab did not find an official UCCX or UCCE migration wizard. Mappings below are instructional.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Blended?",
      "back": "Not a fourth campaign type.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l01-there-is-no-import-button.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Five9 publishes Cisco as a SIP gateway type. This lab did not find an official UCCX or UCCE migration wizard. Mappings below are instructional.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "CSQ maps toward?",
      "back": "A skill group, as a teaching map.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t15-l02-csqs-skills-and-the-partition-you-will-not-find.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The CSQ-to-skill mapping is a teaching bridge, not a Five9 migration utility.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Partitions?",
      "back": "Not in Five9. Use domains.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t15-l02-csqs-skills-and-the-partition-you-will-not-find.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The CSQ-to-skill mapping is a teaching bridge, not a Five9 migration utility.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Two tenants?",
      "back": "Two domains.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t15-l02-csqs-skills-and-the-partition-you-will-not-find.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The CSQ-to-skill mapping is a teaching bridge, not a Five9 migration utility.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Precision attributes?",
      "back": "Redesign, do not invent a paste field.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t15-l02-csqs-skills-and-the-partition-you-will-not-find.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The CSQ-to-skill mapping is a teaching bridge, not a Five9 migration utility.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Import the .aef?",
      "back": "No.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t15-l03-scripts-are-rebuilt-in-modules.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Module mapping from UCCX steps is instructional. Validate every script in a domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Greeting?",
      "back": "Play.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t15-l03-scripts-are-rebuilt-in-modules.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Module mapping from UCCX steps is instructional. Validate every script in a domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Queue?",
      "back": "Skill Transfer.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t15-l03-scripts-are-rebuilt-in-modules.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Module mapping from UCCX steps is instructional. Validate every script in a domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Builder JSON?",
      "back": "Learning model only.",
      "source": "IVR modules",
      "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
      "room": "rooms/t15-l03-scripts-are-rebuilt-in-modules.html",
      "sources": [
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Module mapping from UCCX steps is instructional. Validate every script in a domain.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Mode names?",
      "back": "Preview, progressive, power, predictive, manual touch.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t15-l04-dialing-modes-do-not-survive-the-move-by-osmosis.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The dialer product page and the outbound product page describe progressive pacing in different words. Quote the page you use.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Simulator?",
      "back": "A teaching model.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t15-l04-dialing-modes-do-not-survive-the-move-by-osmosis.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The dialer product page and the outbound product page describe progressive pacing in different words. Quote the page you use.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Copy the Cisco ratio into abandon %?",
      "back": "No.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t15-l04-dialing-modes-do-not-survive-the-move-by-osmosis.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The dialer product page and the outbound product page describe progressive pacing in different words. Quote the page you use.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Numeric default?",
      "back": "Not stated here.",
      "source": "Dialer product page",
      "url": "https://www.five9.com/products/capabilities/dialer-system",
      "room": "rooms/t15-l04-dialing-modes-do-not-survive-the-move-by-osmosis.html",
      "sources": [
        {
          "label": "Dialer product page",
          "url": "https://www.five9.com/products/capabilities/dialer-system",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Outbound product page",
          "url": "https://www.five9.com/products/capabilities/outbound-contact-center",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The dialer product page and the outbound product page describe progressive pacing in different words. Quote the page you use.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Lists in the script file?",
      "back": "No.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l05-numbers-lists-and-ani-are-a-data-project.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "ANI lives on?",
      "back": "The campaign profile.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l05-numbers-lists-and-ani-are-a-data-project.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Certified Caller?",
      "back": "A separate project.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l05-numbers-lists-and-ani-are-a-data-project.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Stopped inbound?",
      "back": "Does not answer.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l05-numbers-lists-and-ani-are-a-data-project.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "INVITE failures?",
      "back": "Check both sides.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t15-l06-the-gateway-cut-without-pretending-to-be-the-cub.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "NANP versus E.164, 20 ms ptime, and 'no internal extensions' are practitioner cautions. They are not quoted here as Five9 requirements.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Extensions as DNIS?",
      "back": "Do not assume it.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t15-l06-the-gateway-cut-without-pretending-to-be-the-cub.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "NANP versus E.164, 20 ms ptime, and 'no internal extensions' are practitioner cautions. They are not quoted here as Five9 requirements.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "20 ms?",
      "back": "Uncertain practitioner note.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t15-l06-the-gateway-cut-without-pretending-to-be-the-cub.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "NANP versus E.164, 20 ms ptime, and 'no internal extensions' are practitioner cautions. They are not quoted here as Five9 requirements.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "SRV?",
      "back": "Preferred on the Five9 side.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t15-l06-the-gateway-cut-without-pretending-to-be-the-cub.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "SIP trunk options chapter",
          "url": "https://documentation.five9.com/bundle/technical-reqs/page/technical-reqs/SIP-trunk-options/_ch-five9-sip-trunk-options.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3550, RTP",
          "url": "https://www.rfc-editor.org/rfc/rfc3550",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 3551, RTP profile for audio and video",
          "url": "https://www.rfc-editor.org/rfc/rfc3551",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T G.711",
          "url": "https://www.itu.int/rec/T-REC-G.711",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 8446, TLS 1.3",
          "url": "https://www.rfc-editor.org/rfc/rfc8446",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1035, domain names",
          "url": "https://www.rfc-editor.org/rfc/rfc1035",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 2782, DNS SRV",
          "url": "https://www.rfc-editor.org/rfc/rfc2782",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 1918, private internet addresses",
          "url": "https://www.rfc-editor.org/rfc/rfc1918",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "RFC 4787, NAT behavior for UDP",
          "url": "https://www.rfc-editor.org/rfc/rfc4787",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "NANP versus E.164, 20 ms ptime, and 'no internal extensions' are practitioner cautions. They are not quoted here as Five9 requirements.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Busy DNIS?",
      "back": "Campaign not running.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l07-cutover-morning-is-a-checklist-not-a-mood.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "This checklist is a teaching bridge for cutover discipline. It is not an official Five9 UCCE runbook.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "E911 address?",
      "back": "Where the agent is.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l07-cutover-morning-is-a-checklist-not-a-mood.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "This checklist is a teaching bridge for cutover discipline. It is not an official Five9 UCCE runbook.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Test one path first?",
      "back": "Yes.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l07-cutover-morning-is-a-checklist-not-a-mood.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "This checklist is a teaching bridge for cutover discipline. It is not an official Five9 UCCE runbook.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Why test the pop?",
      "back": "It is a separate channel.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t15-l07-cutover-morning-is-a-checklist-not-a-mood.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Inbound campaigns",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "This checklist is a teaching bridge for cutover discipline. It is not an official Five9 UCCE runbook.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Prefix?",
      "back": "None. Dial 911.",
      "source": "E911 data sheet",
      "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
      "room": "rooms/t16-l01-911-is-a-location-not-a-prefix.html",
      "sources": [
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Partner on the sheet?",
      "back": "RedSky.",
      "source": "E911 data sheet",
      "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
      "room": "rooms/t16-l01-911-is-a-location-not-a-prefix.html",
      "sources": [
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Wrong address?",
      "back": "The EULA says the call can fail.",
      "source": "E911 data sheet",
      "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
      "room": "rooms/t16-l01-911-is-a-location-not-a-prefix.html",
      "sources": [
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Same map on both docs?",
      "back": "No. Cite which one.",
      "source": "E911 data sheet",
      "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
      "room": "rooms/t16-l01-911-is-a-location-not-a-prefix.html",
      "sources": [
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Dispatchable?",
      "back": "Where responders can find the person.",
      "source": "E911 data sheet",
      "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
      "room": "rooms/t16-l02-the-address-has-to-be-the-room-they-are-in.html",
      "sources": [
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "MyE911 call history",
          "url": "https://community.five9.com/s/article/MyE911-Call-History?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "History fields?",
      "back": "Time, user, number, location, recording, SIP invite.",
      "source": "E911 data sheet",
      "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
      "room": "rooms/t16-l02-the-address-has-to-be-the-room-they-are-in.html",
      "sources": [
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "MyE911 call history",
          "url": "https://community.five9.com/s/article/MyE911-Call-History?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "History instead of registration?",
      "back": "No.",
      "source": "E911 data sheet",
      "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
      "room": "rooms/t16-l02-the-address-has-to-be-the-room-they-are-in.html",
      "sources": [
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "MyE911 call history",
          "url": "https://community.five9.com/s/article/MyE911-Call-History?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "A move?",
      "back": "Register again.",
      "source": "E911 data sheet",
      "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
      "room": "rooms/t16-l02-the-address-has-to-be-the-room-they-are-in.html",
      "sources": [
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "MyE911 call history",
          "url": "https://community.five9.com/s/article/MyE911-Call-History?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Who owns notice?",
      "back": "The customer.",
      "source": "End user license agreement",
      "url": "https://www.five9.com/legal/end-user-license-agreement",
      "room": "rooms/t16-l03-recording-is-the-customer-s-duty-too.html",
      "sources": [
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Hold recorded?",
      "back": "The EULA says it can be.",
      "source": "End user license agreement",
      "url": "https://www.five9.com/legal/end-user-license-agreement",
      "room": "rooms/t16-l03-recording-is-the-customer-s-duty-too.html",
      "sources": [
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Transfer?",
      "back": "Can still be recorded.",
      "source": "End user license agreement",
      "url": "https://www.five9.com/legal/end-user-license-agreement",
      "room": "rooms/t16-l03-recording-is-the-customer-s-duty-too.html",
      "sources": [
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Universal script?",
      "back": "No.",
      "source": "End user license agreement",
      "url": "https://www.five9.com/legal/end-user-license-agreement",
      "room": "rooms/t16-l03-recording-is-the-customer-s-duty-too.html",
      "sources": [
        {
          "label": "End user license agreement",
          "url": "https://www.five9.com/legal/end-user-license-agreement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "E911 recordings?",
      "back": "30 days.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t16-l04-retention-is-several-clocks.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Agent data?",
      "back": "60 days.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t16-l04-retention-is-several-clocks.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "DIDs?",
      "back": "90 days after closure.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t16-l04-retention-is-several-clocks.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Audio?",
      "back": "Sooner of 30 days, offload, or contract.",
      "source": "Data retention",
      "url": "https://www.five9.com/legal/dataretention",
      "room": "rooms/t16-l04-retention-is-several-clocks.html",
      "sources": [
        {
          "label": "Data retention",
          "url": "https://www.five9.com/legal/dataretention",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Certified Caller?",
      "back": "STIR/SHAKEN program.",
      "source": "Certified Caller",
      "url": "https://www.five9.com/resources/five9_certified_caller",
      "room": "rooms/t16-l05-attestation-is-not-an-ani-field.html",
      "sources": [
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Profile ANI equals attestation?",
      "back": "No.",
      "source": "Certified Caller",
      "url": "https://www.five9.com/resources/five9_certified_caller",
      "room": "rooms/t16-l05-attestation-is-not-an-ani-field.html",
      "sources": [
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Regulators named?",
      "back": "FCC and CRTC.",
      "source": "Certified Caller",
      "url": "https://www.five9.com/resources/five9_certified_caller",
      "room": "rooms/t16-l05-attestation-is-not-an-ani-field.html",
      "sources": [
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Can you say the profile signs calls?",
      "back": "No.",
      "source": "Certified Caller",
      "url": "https://www.five9.com/resources/five9_certified_caller",
      "room": "rooms/t16-l05-attestation-is-not-an-ani-field.html",
      "sources": [
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 8224, Authenticated Identity Management in SIP",
          "url": "https://www.rfc-editor.org/rfc/rfc8224",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Warning?",
      "back": "Yes, if you change the max abandon percentage.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t16-l06-abandon-rate-is-a-regulated-posture.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "This lab does not publish a numeric default for Max Abandoned Call Percentage. The defaults page describes the windows and the warning, not a percent we are willing to repeat.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "US window?",
      "back": "Rolling 30 days.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t16-l06-abandon-rate-is-a-regulated-posture.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "This lab does not publish a numeric default for Max Abandoned Call Percentage. The defaults page describes the windows and the warning, not a percent we are willing to repeat.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "UK window?",
      "back": "24 hours.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t16-l06-abandon-rate-is-a-regulated-posture.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "This lab does not publish a numeric default for Max Abandoned Call Percentage. The defaults page describes the windows and the warning, not a percent we are willing to repeat.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who sets the window?",
      "back": "A Five9 representative.",
      "source": "Default campaign settings",
      "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
      "room": "rooms/t16-l06-abandon-rate-is-a-regulated-posture.html",
      "sources": [
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "This lab does not publish a numeric default for Max Abandoned Call Percentage. The defaults page describes the windows and the warning, not a percent we are willing to repeat.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Paste?",
      "back": "Blocked.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t16-l07-tcpa-manual-touch-is-a-physical-control.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "When does Dial enable?",
      "back": "When the typed number matches.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t16-l07-tcpa-manual-touch-is-a-physical-control.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Timeout?",
      "back": "Not Ready, no auto dial.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t16-l07-tcpa-manual-touch-is-a-physical-control.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Skip permission?",
      "back": "User Can Skip Contact Records in TCPA Manual Touch.",
      "source": "TCPA manual touch",
      "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
      "room": "rooms/t16-l07-tcpa-manual-touch-is-a-physical-control.html",
      "sources": [
        {
          "label": "TCPA manual touch",
          "url": "https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Telephone Consumer Protection Act of 1991",
          "url": "https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "WEM equals the dialer?",
      "back": "No.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t17-l01-the-domain-has-neighbors.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "E911?",
      "back": "Its own location service.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t17-l01-the-domain-has-neighbors.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Pop equals trunk?",
      "back": "No.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t17-l01-the-domain-has-neighbors.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Uncited boxes?",
      "back": "Leave them off.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/products/capabilities/agent-desktop",
      "room": "rooms/t17-l01-the-domain-has-neighbors.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What does the page include?",
      "back": "WFM, QM, analytics, surveys, recording, Verint.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t17-l02-workforce-quality-and-the-recording-shelf.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Scores move skills by themselves?",
      "back": "No.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t17-l02-workforce-quality-and-the-recording-shelf.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who upgrades the delivered solution?",
      "back": "Five9, per the page.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t17-l02-workforce-quality-and-the-recording-shelf.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Which retention text?",
      "back": "The retention page.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t17-l02-workforce-quality-and-the-recording-shelf.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Wallboard versus report?",
      "back": "Different pipes.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t17-l03-analytics-and-the-report-that-is-not-a-dashboard.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Statistics API?",
      "back": "A named family.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t17-l03-analytics-and-the-report-that-is-not-a-dashboard.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Reporting role?",
      "back": "Gates standard reports.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t17-l03-analytics-and-the-report-that-is-not-a-dashboard.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Matrix as CSV?",
      "back": "No.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t17-l03-analytics-and-the-report-that-is-not-a-dashboard.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Default model named here?",
      "back": "No.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t17-l04-ai-agents-are-a-handoff-with-a-name.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "IVA Transfer?",
      "back": "A real module.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t17-l04-ai-agents-are-a-handoff-with-a-name.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Digital handoff?",
      "back": "A Studio task key.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t17-l04-ai-agents-are-a-handoff-with-a-name.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "No exit?",
      "back": "A dead end.",
      "source": "Five9 Engage",
      "url": "https://www.five9.com/platform/self-service-and-engagement",
      "room": "rooms/t17-l04-ai-agents-are-a-handoff-with-a-name.html",
      "sources": [
        {
          "label": "Five9 Engage",
          "url": "https://www.five9.com/platform/self-service-and-engagement",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "GenAI Studio",
          "url": "https://www.five9.com/products/capabilities/gen-ai-studio",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Epic listed?",
      "back": "Yes.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t17-l05-crm-uc-and-the-desktop-are-three-contracts.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Local Teams?",
      "back": "About 320 kbps.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t17-l05-crm-uc-and-the-desktop-are-three-contracts.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Blank card, live voice?",
      "back": "Adapter incident.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t17-l05-crm-uc-and-the-desktop-are-three-contracts.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "SDK?",
      "back": "Unlisted CRMs.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t17-l05-crm-uc-and-the-desktop-are-three-contracts.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "No page?",
      "back": "Mark the word local.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t17-l06-the-glossary-is-the-contract-with-yourself.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Two profiles?",
      "back": "Different objects.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t17-l06-the-glossary-is-the-contract-with-yourself.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Blended?",
      "back": "Not a campaign type.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t17-l06-the-glossary-is-the-contract-with-yourself.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Partition?",
      "back": "A visiting word.",
      "source": "Generating standard reports",
      "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
      "room": "rooms/t17-l06-the-glossary-is-the-contract-with-yourself.html",
      "sources": [
        {
          "label": "Generating standard reports",
          "url": "https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Missing row?",
      "back": "No citation yet.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t17-l07-read-the-map-before-you-add-a-box.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "RedSky versus ITSP?",
      "back": "Different roles.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t17-l07-read-the-map-before-you-add-a-box.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Studio versus Equinix?",
      "back": "Different lists.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t17-l07-read-the-map-before-you-add-a-box.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Two Salesforces?",
      "back": "Module versus adapter.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t17-l07-read-the-map-before-you-add-a-box.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "E911 data sheet",
          "url": "https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Certified Caller",
          "url": "https://www.five9.com/resources/five9_certified_caller",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall."
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Exam code in this lab?",
      "back": "None.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l01-university-is-a-catalog-not-a-secret-exam-code.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Administrator training classes",
          "url": "https://community.five9.com/s/article/Five9-University-Five9-Administrator-Training-Classes?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "University curriculum brief, April 2023",
          "url": "https://www.five9.com/sites/default/files/2023-04/Five9_University_Curriculum_Brief_v5.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The curriculum brief is from April 2023. Course lists move. This lab found no public administrator exam code to quote.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Formats?",
      "back": "Online, webinars, ILT, train-the-trainer, custom.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l01-university-is-a-catalog-not-a-secret-exam-code.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Administrator training classes",
          "url": "https://community.five9.com/s/article/Five9-University-Five9-Administrator-Training-Classes?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "University curriculum brief, April 2023",
          "url": "https://www.five9.com/sites/default/files/2023-04/Five9_University_Curriculum_Brief_v5.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The curriculum brief is from April 2023. Course lists move. This lab found no public administrator exam code to quote.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Assessments?",
      "back": "Mentioned, no code quoted.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l01-university-is-a-catalog-not-a-secret-exam-code.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Administrator training classes",
          "url": "https://community.five9.com/s/article/Five9-University-Five9-Administrator-Training-Classes?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "University curriculum brief, April 2023",
          "url": "https://www.five9.com/sites/default/files/2023-04/Five9_University_Curriculum_Brief_v5.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The curriculum brief is from April 2023. Course lists move. This lab found no public administrator exam code to quote.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Invented codes?",
      "back": "Ignore them.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l01-university-is-a-catalog-not-a-secret-exam-code.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Administrator training classes",
          "url": "https://community.five9.com/s/article/Five9-University-Five9-Administrator-Training-Classes?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "University curriculum brief, April 2023",
          "url": "https://www.five9.com/sites/default/files/2023-04/Five9_University_Curriculum_Brief_v5.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The curriculum brief is from April 2023. Course lists move. This lab found no public administrator exam code to quote.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What is the badge?",
      "back": "IVA sales, for partners.",
      "source": "IVA Sales Certified badge",
      "url": "https://www.credly.com/org/five9/badge/five9-iva-sales-certified",
      "room": "rooms/t18-l02-the-badge-we-could-verify-is-a-sales-badge.html",
      "sources": [
        {
          "label": "IVA Sales Certified badge",
          "url": "https://www.credly.com/org/five9/badge/five9-iva-sales-certified",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Partner IVA sales certification",
          "url": "https://www.five9.com/blog/five9-partners-can-now-become-sales-certified-five9-university-partners",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Badge details were read from the public Credly page and the partner blog. Confirm the current attempt rules before you depend on them.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Questions?",
      "back": "20.",
      "source": "IVA Sales Certified badge",
      "url": "https://www.credly.com/org/five9/badge/five9-iva-sales-certified",
      "room": "rooms/t18-l02-the-badge-we-could-verify-is-a-sales-badge.html",
      "sources": [
        {
          "label": "IVA Sales Certified badge",
          "url": "https://www.credly.com/org/five9/badge/five9-iva-sales-certified",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Partner IVA sales certification",
          "url": "https://www.five9.com/blog/five9-partners-can-now-become-sales-certified-five9-university-partners",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Badge details were read from the public Credly page and the partner blog. Confirm the current attempt rules before you depend on them.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Pass mark?",
      "back": "80 percent.",
      "source": "IVA Sales Certified badge",
      "url": "https://www.credly.com/org/five9/badge/five9-iva-sales-certified",
      "room": "rooms/t18-l02-the-badge-we-could-verify-is-a-sales-badge.html",
      "sources": [
        {
          "label": "IVA Sales Certified badge",
          "url": "https://www.credly.com/org/five9/badge/five9-iva-sales-certified",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Partner IVA sales certification",
          "url": "https://www.five9.com/blog/five9-partners-can-now-become-sales-certified-five9-university-partners",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Badge details were read from the public Credly page and the partner blog. Confirm the current attempt rules before you depend on them.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Admin substitute?",
      "back": "No.",
      "source": "IVA Sales Certified badge",
      "url": "https://www.credly.com/org/five9/badge/five9-iva-sales-certified",
      "room": "rooms/t18-l02-the-badge-we-could-verify-is-a-sales-badge.html",
      "sources": [
        {
          "label": "IVA Sales Certified badge",
          "url": "https://www.credly.com/org/five9/badge/five9-iva-sales-certified",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Partner IVA sales certification",
          "url": "https://www.five9.com/blog/five9-partners-can-now-become-sales-certified-five9-university-partners",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Badge details were read from the public Credly page and the partner blog. Confirm the current attempt rules before you depend on them.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Practice equals the planning order?",
      "back": "Yes.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t18-l03-practice-is-the-domain-not-the-badge.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Administrator training classes",
          "url": "https://community.five9.com/s/article/Five9-University-Five9-Administrator-Training-Classes?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Stopped campaign?",
      "back": "Busy DNIS.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t18-l03-practice-is-the-domain-not-the-badge.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Administrator training classes",
          "url": "https://community.five9.com/s/article/Five9-University-Five9-Administrator-Training-Classes?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Invent a percent?",
      "back": "No.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t18-l03-practice-is-the-domain-not-the-badge.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Administrator training classes",
          "url": "https://community.five9.com/s/article/Five9-University-Five9-Administrator-Training-Classes?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Reporting role?",
      "back": "Separate.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t18-l03-practice-is-the-domain-not-the-badge.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Administrator training classes",
          "url": "https://community.five9.com/s/article/Five9-University-Five9-Administrator-Training-Classes?language=en_US",
          "kind": "community",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "2.46?",
      "back": "Dated PDF fact.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t18-l04-version-timelines-go-stale-on-purpose.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "October 2026 reading."
        },
        {
          "label": "University curriculum brief, April 2023",
          "url": "https://www.five9.com/sites/default/files/2023-04/Five9_University_Curriculum_Brief_v5.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "ServiceNow names?",
      "back": "Australia, Zurich, Yokohama, in that reading.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t18-l04-version-timelines-go-stale-on-purpose.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "October 2026 reading."
        },
        {
          "label": "University curriculum brief, April 2023",
          "url": "https://www.five9.com/sites/default/files/2023-04/Five9_University_Curriculum_Brief_v5.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "JRE updates?",
      "back": "421, 451, 461.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t18-l04-version-timelines-go-stale-on-purpose.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "October 2026 reading."
        },
        {
          "label": "University curriculum brief, April 2023",
          "url": "https://www.five9.com/sites/default/files/2023-04/Five9_University_Curriculum_Brief_v5.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Curriculum brief equals the JRE list?",
      "back": "No.",
      "source": "Technical requirements PDF",
      "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
      "room": "rooms/t18-l04-version-timelines-go-stale-on-purpose.html",
      "sources": [
        {
          "label": "Technical requirements PDF",
          "url": "https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "October 2026 reading."
        },
        {
          "label": "University curriculum brief, April 2023",
          "url": "https://www.five9.com/sites/default/files/2023-04/Five9_University_Curriculum_Brief_v5.pdf",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Four beats?",
      "back": "Object, behavior, page, gap.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t18-l05-how-to-answer-without-inventing.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Invent a port?",
      "back": "No. Stop.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t18-l05-how-to-answer-without-inventing.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Cisco map?",
      "back": "A teaching bridge.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t18-l05-how-to-answer-without-inventing.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Versions?",
      "back": "Dated.",
      "source": "Planning your implementation",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
      "room": "rooms/t18-l05-how-to-answer-without-inventing.html",
      "sources": [
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IVR modules",
          "url": "https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "IANA service names and port numbers",
          "url": "https://www.iana.org/assignments/service-names-port-numbers/service-names-port-numbers.xhtml",
          "kind": "ports",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Session goal?",
      "back": "Object plus the page.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l06-a-study-week-that-stays-inside-the-documents.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Skip uncertain notes?",
      "back": "No.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l06-a-study-week-that-stays-inside-the-documents.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Campaign types?",
      "back": "Three.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l06-a-study-week-that-stays-inside-the-documents.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Boss logs?",
      "back": "Synthetic.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l06-a-study-week-that-stays-inside-the-documents.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Default campaign settings",
          "url": "https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "RFC 3261, SIP: Session Initiation Protocol",
          "url": "https://www.rfc-editor.org/rfc/rfc3261",
          "kind": "rfc",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Enhanced 9-1-1",
          "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Can the lab edit your domain?",
      "back": "No.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l07-what-this-lab-will-not-pretend-to-be.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "IVR export?",
      "back": "Learning file.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l07-what-this-lab-will-not-pretend-to-be.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Outage?",
      "back": "Five9 support.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l07-what-this-lab-will-not-pretend-to-be.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Uncertain?",
      "back": "Confirm before you depend on it.",
      "source": "Five9 University",
      "url": "https://www.five9.com/contact-center-services/training",
      "room": "rooms/t18-l07-what-this-lab-will-not-pretend-to-be.html",
      "sources": [
        {
          "label": "Five9 University",
          "url": "https://www.five9.com/contact-center-services/training",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Planning your implementation",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "General word?",
      "back": "ACD, on Wikipedia.",
      "source": "Automatic call distributor",
      "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
      "room": "rooms/t19-l01-an-acd-distributes-a-skill-group-is-the-five9-qu.html",
      "sources": [
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Five9 queue?",
      "back": "A skill group.",
      "source": "Automatic call distributor",
      "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
      "room": "rooms/t19-l01-an-acd-distributes-a-skill-group-is-the-five9-qu.html",
      "sources": [
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Who is in it?",
      "back": "Agent or supervisor users.",
      "source": "Automatic call distributor",
      "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
      "room": "rooms/t19-l01-an-acd-distributes-a-skill-group-is-the-five9-qu.html",
      "sources": [
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Merge the pages?",
      "back": "No.",
      "source": "Automatic call distributor",
      "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
      "room": "rooms/t19-l01-an-acd-distributes-a-skill-group-is-the-five9-qu.html",
      "sources": [
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Several skills per user?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l02-one-person-several-skills-one-campaign-several-g.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Several groups per campaign?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l02-one-person-several-skills-one-campaign-several-g.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Tie-break quoted?",
      "back": "No.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l02-one-person-several-skills-one-campaign-several-g.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Pool allowed?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l02-one-person-several-skills-one-campaign-several-g.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Inbound tab?",
      "back": "Outbound Skills.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l03-outbound-uses-skills-inbound-and-autodial-use-ou.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Outbound tab?",
      "back": "Skills.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l03-outbound-uses-skills-inbound-and-autodial-use-ou.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Autodial?",
      "back": "With inbound.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l03-outbound-uses-skills-inbound-and-autodial-use-ou.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Ready on the wrong tab?",
      "back": "Not the assignment the page describes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l03-outbound-uses-skills-inbound-and-autodial-use-ou.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Remove allowed?",
      "back": "Yes, the chapter says so.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l04-you-can-add-change-remove-and-message-the-group.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who gets the message?",
      "back": "Agents in the group.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l04-you-can-add-change-remove-and-message-the-group.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Click-path quoted?",
      "back": "No.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l04-you-can-add-change-remove-and-message-the-group.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Modify?",
      "back": "Named.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l04-you-can-add-change-remove-and-message-the-group.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Service level on the contents?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l05-service-level-and-voicemail-are-topics-on-the-sa.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The service-level and skill-voicemail child pages did not return a body in this check. No threshold and no click-path is stated.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Formula quoted?",
      "back": "No.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l05-service-level-and-voicemail-are-topics-on-the-sa.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The service-level and skill-voicemail child pages did not return a body in this check. No threshold and no click-path is stated.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Voicemail topic?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l05-service-level-and-voicemail-are-topics-on-the-sa.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The service-level and skill-voicemail child pages did not return a body in this check. No threshold and no click-path is stated.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Child page body?",
      "back": "Did not return.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l05-service-level-and-voicemail-are-topics-on-the-sa.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The service-level and skill-voicemail child pages did not return a body in this check. No threshold and no click-path is stated.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Pointer name?",
      "back": "Configuring Skills.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l06-adding-skills-to-a-campaign-points-at-another-gu.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Configuring Skills and the Skill Transfer module page did not return a body in this check. No priority value is stated.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Body read?",
      "back": "No.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l06-adding-skills-to-a-campaign-points-at-another-gu.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Configuring Skills and the Skill Transfer module page did not return a body in this check. No priority value is stated.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Priority number?",
      "back": "Not in this lesson.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l06-adding-skills-to-a-campaign-points-at-another-gu.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Configuring Skills and the Skill Transfer module page did not return a body in this check. No priority value is stated.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Safe sentence?",
      "back": "The chapter points elsewhere.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l06-adding-skills-to-a-campaign-points-at-another-gu.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Configuring Skills and the Skill Transfer module page did not return a body in this check. No priority value is stated.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What must the note name?",
      "back": "Roles, membership, tab, topic titles.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l07-a-routing-review-you-can-finish.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Wikipedia inputs?",
      "back": "Not Five9 fields by themselves.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l07-a-routing-review-you-can-finish.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Unread tie-break?",
      "back": "Leave it blank.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l07-a-routing-review-you-can-finish.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "Inbound tab?",
      "back": "Outbound Skills.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t19-l07-a-routing-review-you-can-finish.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ITU-T E.164, international public telecommunication numbering",
          "url": "https://www.itu.int/rec/T-REC-E.164",
          "kind": "standard",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Interactive voice response",
          "url": "https://en.wikipedia.org/wiki/Interactive_voice_response",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        }
      ]
    },
    {
      "front": "What does WFM align?",
      "back": "People with volume.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l01-workforce-management-staffs-the-work.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Right skills?",
      "back": "Named on the page.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l01-workforce-management-staffs-the-work.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Is it a dialing mode?",
      "back": "No.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l01-workforce-management-staffs-the-work.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Intraday?",
      "back": "On the WEM line.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l01-workforce-management-staffs-the-work.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Multiskill?",
      "back": "Yes.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l02-forecasts-are-multiskill-and-multichannel.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Erlang (unit)",
          "url": "https://en.wikipedia.org/wiki/Erlang_(unit)",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Algorithm names?",
      "back": "Not printed.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l02-forecasts-are-multiskill-and-multichannel.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Erlang (unit)",
          "url": "https://en.wikipedia.org/wiki/Erlang_(unit)",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Blended on this list?",
      "back": "Yes, as an environment.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l02-forecasts-are-multiskill-and-multichannel.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Erlang (unit)",
          "url": "https://en.wikipedia.org/wiki/Erlang_(unit)",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What-if?",
      "back": "Listed.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l02-forecasts-are-multiskill-and-multichannel.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Erlang (unit)",
          "url": "https://en.wikipedia.org/wiki/Erlang_(unit)",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Bid or assign?",
      "back": "The page allows both.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l03-schedules-can-be-built-or-bid.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Breaks on the list?",
      "back": "Yes, without a minute count.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l03-schedules-can-be-built-or-bid.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Start and stop?",
      "back": "Flexible, as stated.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l03-schedules-can-be-built-or-bid.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Numeric service goal here?",
      "back": "Not copied.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l03-schedules-can-be-built-or-bid.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Intraday named?",
      "back": "Yes.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l04-intraday-is-a-comparison-a-reforecast-and-a-noti.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The WFM page says six change notification channels and does not name them.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Interval compare?",
      "back": "Yes.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l04-intraday-is-a-comparison-a-reforecast-and-a-noti.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The WFM page says six change notification channels and does not name them.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Six channels named?",
      "back": "No.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l04-intraday-is-a-comparison-a-reforecast-and-a-noti.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The WFM page says six change notification channels and does not name them.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Reforecast?",
      "back": "Listed.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l04-intraday-is-a-comparison-a-reforecast-and-a-noti.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The WFM page says six change notification channels and does not name them.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Real time?",
      "back": "Yes.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l05-adherence-is-plan-versus-what-the-person-did.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "History?",
      "back": "Yes.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l05-adherence-is-plan-versus-what-the-person-did.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who can look?",
      "back": "Agent and supervisor views.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l05-adherence-is-plan-versus-what-the-person-did.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Threshold minutes?",
      "back": "Not stated.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l05-adherence-is-plan-versus-what-the-person-did.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Portal includes bidding?",
      "back": "Yes.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l06-the-agent-can-see-the-plan-including-on-a-phone.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Mobile OS?",
      "back": "Android and iOS.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l06-the-agent-can-see-the-plan-including-on-a-phone.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Plus?",
      "back": "Schedules, adherence, time off, evaluations.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l06-the-agent-can-see-the-plan-including-on-a-phone.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Assume the connector?",
      "back": "No.",
      "source": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "room": "rooms/t20-l06-the-agent-can-see-the-plan-including-on-a-phone.html",
      "sources": [
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/products/capabilities/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Verint?",
      "back": "A named partner example.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t20-l07-native-wem-and-a-partner-path-both-exist.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who upgrades?",
      "back": "Five9, for the solution they deliver.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t20-l07-native-wem-and-a-partner-path-both-exist.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "WFM CRM card?",
      "back": "Oracle and ServiceNow.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t20-l07-native-wem-and-a-partner-path-both-exist.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Guess the suite?",
      "back": "No.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t20-l07-native-wem-and-a-partner-path-both-exist.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Evaluations?",
      "back": "Named under QM.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l01-quality-management-scores-the-work-on-purpose.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Automated scoring?",
      "back": "Named.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l01-quality-management-scores-the-work-on-purpose.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Survey equals QM?",
      "back": "No.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l01-quality-management-scores-the-work-on-purpose.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Small share?",
      "back": "The page's phrase, not a measured percent.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l01-quality-management-scores-the-work-on-purpose.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "WEM data sheet",
          "url": "https://www.five9.com/resources/data-sheet/five9-wem",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Forms?",
      "back": "Flexible creation is listed.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l02-the-evaluation-list-is-forms-queries-coaching-an.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Transcription?",
      "back": "Call, screen, and digital.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l02-the-evaluation-list-is-forms-queries-coaching-an.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Assignment?",
      "back": "Can be automated.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l02-the-evaluation-list-is-forms-queries-coaching-an.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "CRM names?",
      "back": "Salesforce, Zendesk, Oracle, ServiceNow.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l02-the-evaluation-list-is-forms-queries-coaching-an.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Desktop monitoring?",
      "back": "On the WEM list.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l03-monitoring-and-coaching-are-on-the-quality-pages.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Coaching flag?",
      "back": "On the quality page.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l03-monitoring-and-coaching-are-on-the-quality-pages.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Which page owns competency routing?",
      "back": "The quality page.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l03-monitoring-and-coaching-are-on-the-quality-pages.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Paste it into skills?",
      "back": "No.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l03-monitoring-and-coaching-are-on-the-quality-pages.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Channels?",
      "back": "Voice, chat, email.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l04-analytics-is-a-sweep-across-interactions.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Word search?",
      "back": "Yes.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l04-analytics-is-a-sweep-across-interactions.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Sentiment?",
      "back": "Named.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l04-analytics-is-a-sweep-across-interactions.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Which percent?",
      "back": "Quote the page.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l04-analytics-is-a-sweep-across-interactions.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "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.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Wallboards?",
      "back": "Named.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l05-performance-views-are-dashboards-wallboards-and-.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "A Five9 Analytics PDF downloaded in this check did not yield readable sentences. No retention period or visualization count is taken from it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Gamification?",
      "back": "Named, not a disposition.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l05-performance-views-are-dashboards-wallboards-and-.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "A Five9 Analytics PDF downloaded in this check did not yield readable sentences. No retention period or visualization count is taken from it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "External data?",
      "back": "Named.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l05-performance-views-are-dashboards-wallboards-and-.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "A Five9 Analytics PDF downloaded in this check did not yield readable sentences. No retention period or visualization count is taken from it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "PDF sentences?",
      "back": "Did not yield.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t21-l05-performance-views-are-dashboards-wallboards-and-.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "A Five9 Analytics PDF downloaded in this check did not yield readable sentences. No retention period or visualization count is taken from it.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Plus shows evaluations?",
      "back": "Yes, per the desktop page.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t21-l06-agents-can-read-evaluations-without-a-second-sto.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Notice and consent are not re-quoted in this chapter. The license page was not the source opened for these lessons.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "CRM path?",
      "back": "WFO connector, including evaluation review.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t21-l06-agents-can-read-evaluations-without-a-second-sto.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Notice and consent are not re-quoted in this chapter. The license page was not the source opened for these lessons.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Encrypted storage?",
      "back": "Named on the WEM page.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t21-l06-agents-can-read-evaluations-without-a-second-sto.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Notice and consent are not re-quoted in this chapter. The license page was not the source opened for these lessons.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Consent law quoted here?",
      "back": "No. Confirm the license.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t21-l06-agents-can-read-evaluations-without-a-second-sto.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Notice and consent are not re-quoted in this chapter. The license page was not the source opened for these lessons.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What must the note name?",
      "back": "List, percent page, where the score is read.",
      "source": "Quality management",
      "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
      "room": "rooms/t21-l07-a-quality-review-you-can-finish.html",
      "sources": [
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Zero human involvement?",
      "back": "Their sentence, not a lab result.",
      "source": "Quality management",
      "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
      "room": "rooms/t21-l07-a-quality-review-you-can-finish.html",
      "sources": [
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Merge the percents?",
      "back": "No.",
      "source": "Quality management",
      "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
      "room": "rooms/t21-l07-a-quality-review-you-can-finish.html",
      "sources": [
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "PDF numbers?",
      "back": "Leave them out.",
      "source": "Quality management",
      "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
      "room": "rooms/t21-l07-a-quality-review-you-can-finish.html",
      "sources": [
        {
          "label": "Quality management",
          "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Five9's CTI name?",
      "back": "CTI Web Services API.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l01-cti-is-a-named-api-not-a-vibe.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Salesforce screen pop, click-to-dial, and package versions were not on the pages this chapter could read.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Same as Reporting?",
      "back": "No.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l01-cti-is-a-named-api-not-a-vibe.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Salesforce screen pop, click-to-dial, and package versions were not on the pages this chapter could read.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Web2Campaign?",
      "back": "On the list.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l01-cti-is-a-named-api-not-a-vibe.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Salesforce screen pop, click-to-dial, and package versions were not on the pages this chapter could read.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Screen pop specified?",
      "back": "No.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l01-cti-is-a-named-api-not-a-vibe.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": "",
          "deeper": true
        },
        {
          "label": "Salesforce screen pop, click-to-dial, and package versions were not on the pages this chapter could read.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Dynamics spelling?",
      "back": "On the API list.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l02-the-prebuilt-crm-names-are-a-list.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This chapter does not restate Salesforce package numbers. The technical-requirements PDF was not the page quoted here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Zendesk?",
      "back": "Named.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l02-the-prebuilt-crm-names-are-a-list.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This chapter does not restate Salesforce package numbers. The technical-requirements PDF was not the page quoted here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Two Oracle names?",
      "back": "Service Cloud and NetSuite.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l02-the-prebuilt-crm-names-are-a-list.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This chapter does not restate Salesforce package numbers. The technical-requirements PDF was not the page quoted here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Unlisted CRM?",
      "back": "CRM SDK.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l02-the-prebuilt-crm-names-are-a-list.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This chapter does not restate Salesforce package numbers. The technical-requirements PDF was not the page quoted here.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Same technology?",
      "back": "Yes, per the page.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t22-l03-plus-and-a-prebuilt-adapter-share-a-technology-s.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Toolkit contents?",
      "back": "REST APIs and reference UIs.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t22-l03-plus-and-a-prebuilt-adapter-share-a-technology-s.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Custom CRM?",
      "back": "Named.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t22-l03-plus-and-a-prebuilt-adapter-share-a-technology-s.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Screens identical?",
      "back": "Not claimed.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t22-l03-plus-and-a-prebuilt-adapter-share-a-technology-s.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "WFO actions?",
      "back": "Schedules, adherence, time off, bidding, evaluations.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t22-l04-workforce-tools-can-show-up-inside-the-crm.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "WFM card?",
      "back": "Oracle and ServiceNow.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t22-l04-workforce-tools-can-show-up-inside-the-crm.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Quality list?",
      "back": "Salesforce, Zendesk, Oracle, ServiceNow.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t22-l04-workforce-tools-can-show-up-inside-the-crm.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "One purchase covers all?",
      "back": "Not claimed.",
      "source": "Agent Desktop",
      "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
      "room": "rooms/t22-l04-workforce-tools-can-show-up-inside-the-crm.html",
      "sources": [
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Zoom Phone?",
      "back": "A prebuilt UC integration.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l05-zoom-phone-and-teams-are-on-the-same-api-page.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lab did not open the partner marketplace, so over 55 is the API page's sentence and not a fresh count.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Teams?",
      "back": "Same kind of line.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l05-zoom-phone-and-teams-are-on-the-same-api-page.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lab did not open the partner marketplace, so over 55 is the API page's sentence and not a fresh count.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Over 55?",
      "back": "Their count, not a recount.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l05-zoom-phone-and-teams-are-on-the-same-api-page.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lab did not open the partner marketplace, so over 55 is the API page's sentence and not a fresh count.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "REST users?",
      "back": "Agents, administrators, supervisors, reporting users.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l05-zoom-phone-and-teams-are-on-the-same-api-page.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lab did not open the partner marketplace, so over 55 is the API page's sentence and not a fresh count.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "ServiceNow on a list?",
      "back": "Yes.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l06-salesforce-and-servicenow-are-names-until-the-ad.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ServiceNow workspace names, Salesforce Lightning editions, screen pop, and click-to-dial did not return a body in this check.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Admin body read?",
      "back": "No.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l06-salesforce-and-servicenow-are-names-until-the-ad.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ServiceNow workspace names, Salesforce Lightning editions, screen pop, and click-to-dial did not return a body in this check.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Screen pop?",
      "back": "Confirm.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l06-salesforce-and-servicenow-are-names-until-the-ad.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ServiceNow workspace names, Salesforce Lightning editions, screen pop, and click-to-dial did not return a body in this check.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Click-to-dial?",
      "back": "Confirm.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l06-salesforce-and-servicenow-are-names-until-the-ad.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "ServiceNow workspace names, Salesforce Lightning editions, screen pop, and click-to-dial did not return a body in this check.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Three parts of the note?",
      "back": "Surface, list, gap.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l07-a-crm-note-you-can-defend.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Project size is not on the API page. Minimal coding is their phrase, not an estimate.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Minimal coding?",
      "back": "Their words.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l07-a-crm-note-you-can-defend.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Project size is not on the API page. Minimal coding is their phrase, not an estimate.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Wrong surface name?",
      "back": "Fails the note.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l07-a-crm-note-you-can-defend.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Project size is not on the API page. Minimal coding is their phrase, not an estimate.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Blank screen pop?",
      "back": "Honest.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t22-l07-a-crm-note-you-can-defend.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Project size is not on the API page. Minimal coding is their phrase, not an estimate.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What does a row need?",
      "back": "Term, meaning, page.",
      "source": "Automatic call distributor",
      "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
      "room": "rooms/t23-l01-the-glossary-is-a-contract-with-the-page.html",
      "sources": [
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "ACD allowed?",
      "back": "Yes, from Wikipedia.",
      "source": "Automatic call distributor",
      "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
      "room": "rooms/t23-l01-the-glossary-is-a-contract-with-the-page.html",
      "sources": [
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Slide acronym?",
      "back": "No row.",
      "source": "Automatic call distributor",
      "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
      "room": "rooms/t23-l01-the-glossary-is-a-contract-with-the-page.html",
      "sources": [
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Merge ACD and skill group?",
      "back": "No.",
      "source": "Automatic call distributor",
      "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
      "room": "rooms/t23-l01-the-glossary-is-a-contract-with-the-page.html",
      "sources": [
        {
          "label": "Automatic call distributor",
          "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor",
          "kind": "wikipedia",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Box needs?",
      "back": "A page.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l02-the-mind-map-only-holds-boxes-you-can-cite.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Line is a protocol?",
      "back": "No.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l02-the-mind-map-only-holds-boxes-you-can-cite.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Unreadable PDF?",
      "back": "A gap.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l02-the-mind-map-only-holds-boxes-you-can-cite.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Skill groups box?",
      "back": "Yes.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l02-the-mind-map-only-holds-boxes-you-can-cite.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Why Verint?",
      "back": "The WEM page names it.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t23-l03-sister-technologies-are-the-names-on-the-neighbo.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Where does Teams go?",
      "back": "On the API UC list.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t23-l03-sister-technologies-are-the-names-on-the-neighbo.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Unnamed product?",
      "back": "Off the map.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t23-l03-sister-technologies-are-the-names-on-the-neighbo.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Synonym?",
      "back": "No.",
      "source": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "room": "rooms/t23-l03-sister-technologies-are-the-names-on-the-neighbo.html",
      "sources": [
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Reporting versus Statistics?",
      "back": "Two names.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t23-l04-the-integration-map-is-the-api-list-drawn.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "SDK versus connector?",
      "back": "Two names.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t23-l04-the-integration-map-is-the-api-list-drawn.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Payloads?",
      "back": "Not drawn.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t23-l04-the-integration-map-is-the-api-list-drawn.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Who does the REST sentence name?",
      "back": "Agents, administrators, supervisors, reporting users.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t23-l04-the-integration-map-is-the-api-list-drawn.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What is a bridge?",
      "back": "A teaching note.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l05-a-bridge-is-a-teaching-map-not-an-import.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This chapter does not re-quote gateway vendors or a migration wizard. Those pages were not the ones opened for these lessons.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Five9 queue word?",
      "back": "Skill group.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l05-a-bridge-is-a-teaching-map-not-an-import.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This chapter does not re-quote gateway vendors or a migration wizard. Those pages were not the ones opened for these lessons.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Import button?",
      "back": "Not in this chapter.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l05-a-bridge-is-a-teaching-map-not-an-import.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This chapter does not re-quote gateway vendors or a migration wizard. Those pages were not the ones opened for these lessons.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Unread vendor?",
      "back": "Confirm, no box.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l05-a-bridge-is-a-teaching-map-not-an-import.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This chapter does not re-quote gateway vendors or a migration wizard. Those pages were not the ones opened for these lessons.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "What may a hook hold?",
      "back": "The name of an unread page.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t23-l06-future-hooks-stay-unset-until-a-page-exists.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lab's guide does not call a cloud endpoint. No product roadmap date is added in this chapter.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Guide endpoint?",
      "back": "Unset.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t23-l06-future-hooks-stay-unset-until-a-page-exists.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lab's guide does not call a cloud endpoint. No product roadmap date is added in this chapter.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "When does a hook become a box?",
      "back": "When a page returns a body.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t23-l06-future-hooks-stay-unset-until-a-page-exists.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lab's guide does not call a cloud endpoint. No product roadmap date is added in this chapter.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Roadmap date?",
      "back": "None added.",
      "source": "APIs and SDKs",
      "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
      "room": "rooms/t23-l06-future-hooks-stay-unset-until-a-page-exists.html",
      "sources": [
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce management",
          "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "This lab's guide does not call a cloud endpoint. No product roadmap date is added in this chapter.",
          "url": "",
          "kind": "note",
          "status": "confirm",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "No page?",
      "back": "Remove the box.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l07-read-the-map-before-you-add-a-box.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Sister caption?",
      "back": "Includes the page.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l07-read-the-map-before-you-add-a-box.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Merged SDK?",
      "back": "Fails.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l07-read-the-map-before-you-add-a-box.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    },
    {
      "front": "Dated hook?",
      "back": "Fails.",
      "source": "Skill groups",
      "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
      "room": "rooms/t23-l07-read-the-map-before-you-add-a-box.html",
      "sources": [
        {
          "label": "Skill groups",
          "url": "https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Agent Desktop",
          "url": "https://www.five9.com/platform/self-service-and-engagement/agent-desktop",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "APIs and SDKs",
          "url": "https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        },
        {
          "label": "Workforce engagement management",
          "url": "https://www.five9.com/products/capabilities/workforce-optimization",
          "kind": "vendor",
          "status": "ok",
          "lastChecked": "2026-10",
          "note": ""
        }
      ]
    }
  ]
}