Foundations and the domain · foundation · 12 min full read
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.
First check A busy DNIS is often a campaign that was never started.