Read this before you pick a track

The front door used to stop at the track tiles. These three rooms are the published build, with the pages that were opened in 2026-10.

A contact center is not a phone system

A PBX connects extensions. A contact center adds queues, skills, lists, dispositions, and reports around those calls. Five9 Virtual Contact Center is that layer, hosted as a domain rather than as servers you rack.

The planning topic does not start with a trunk. An outbound build starts with skill groups, user profiles, users, contact fields, lists, dispositions, and campaign profiles, and only then the campaign. Inbound and autodial add prompts and IVR scripts on that path.

Opened in 2026-10: Planning your implementation Skill groups

The domain is the tenant

You sign into one domain. Skill groups, users, lists, prompts, scripts, and campaigns live there. Another domain does not inherit them.

Five9 does not use CUCM-style partitions and calling search spaces. If you are coming from Unified Communications Manager, do not look for a partition table. Look for the domain, then skills and campaigns. That mapping is a teaching bridge, not a vendor migration wizard.

Opened in 2026-10: Planning your implementation Skill groups

Three campaign types

Public admin topics describe three campaign types: inbound, outbound, and autodial. Inbound answers a DNIS and runs the campaign IVR. Outbound uses the dialer and an agent. Autodial also dials a list, and the planning topic groups it with inbound when you add prompts and IVR.

Blended, on the product page, is agents moving between inbound and outbound. It is not a fourth campaign type in the planning roadmap. Do not create an object named Blended and expect the admin guide to define it.

Opened in 2026-10: Planning your implementation Inbound campaigns Outbound product page

Outbound build order

  1. Skill groups
  2. User profiles and users
  3. Contact fields and lists
  4. Dispositions
  5. Campaign profiles
  6. Campaigns

Inbound and autodial add prompts and IVR scripts on that path. A DNIS stays quiet until the inbound campaign is running. A page that did not open is marked confirm and is not given a link.

A first pass through the floor

  1. Foundations and the domain. A domain is the tenant. Campaigns come after skills, users, lists, dispositions, and a profile.
  2. VCC administration. The administrator console is where the domain becomes a floor people can work.
  3. Inbound campaigns. Inbound is a running campaign plus a script. Busy means the campaign is not in the call.
  4. Outbound lists. Outbound dials a loaded list under a mode. Resets and ANI changes are explicit.
  5. Dialer modes and pacing. Five modes. The simulator is a classroom. The campaign dialog is the system of record.
  6. Blended operations and autodial. Blended is a staffing plan. Autodial is the scripted outbound. Predictive people should stay dedicated.
  7. IVR scripts. Scripts are named modules. The builder speaks that vocabulary and does not pretend to export a VCC file.
  8. Skills routing. A skill is people plus a place on the campaign. Default is what you get when you forget.

Sources and go deeper