Glossary

• Domain The VCC tenant. Skills, users, lists, and campaigns stay inside it. Planning your implementation
• Skill group Agents or supervisors who can take a campaign's work. A user and a campaign can have more than one. Skill groups
• User profile The permission template for a person. Not a campaign profile. Planning your implementation
• Campaign profile Overrides defaults such as ANI. One profile is assigned to a campaign. The same profile can be reused. Campaign profiles
• Campaign Inbound, outbound, or autodial. Blended is staffing language, not a fourth type. Inbound campaigns
• DNIS The number an inbound campaign answers. A stopped campaign does not answer. Inbound campaigns
• Disposition The outcome code on a call. Final disposition stops the other numbers on that record for the campaign. List dialing modes
• List penetration The default list walk: first number on every record, then the next number. List dialing modes
• Vertical dialing Finishes the numbers on one record before moving on. Community notes say the compass wording is easy to misread. List dialing modes
• Preview The agent sees CRM history before the dial. Dialer product page
• Progressive The outbound page describes one customer call per available agent. The dialer page also says adaptive pace. Quote the page you mean. Outbound product page
• Power A configured number of calls per agent, with an abandon throttle. Dialer product page
• Predictive Algorithmic pacing. Product guidance talks about teams larger than about ten agents. Dialer product page
• Manual touch No automatic dial. TCPA manual touch adds typing, blocks paste, and enables Dial on a match. TCPA manual touch
• Max Abandoned Call Percentage A campaign field with a warning if you change it. This lab does not state a numeric default. Default campaign settings
• IVR module A named block in the IVR Administrator's Guide, such as Menu, Play, If/Else, or Skill Transfer. IVR modules
• Skill Transfer Sends the call toward one or more skills. No skill selected means the Default queue in the community write-up. Skill Transfer functions
• Default queue Where a Skill Transfer with no skill goes, per the community article. Skill Transfer functions
• Call variable Reportable only after the edit permission and the reporting flag. Not historical. Call variables for reporting
• Reporting role Required, with a reporting permission, before standard reports appear. Generating standard reports
• Call log A report with filters. A July 2026 community article describes about 60 days unless retention is extended. Call log filters
• Web2Campaign One of the API names on the APIs and SDKs page. APIs and SDKs
• CRM SDK The path for a CRM that is not a named Plus adapter. APIs and SDKs
• Web Connector Opens a URL. Not the same object as a Plus adapter. APIs and SDKs
• Plus adapter The listed CRM integrations, using HTTPS and Secure WebSocket. Technical requirements PDF
• G.711 The default codec in the technical requirements, described as uncompressed. Technical requirements PDF
• DNS SRV The preferred lookup for SIP targets in the technical requirements. Technical requirements PDF
• TLS 1.2 The required TLS version. TLS 1.1 is not supported. Technical requirements PDF
• Direct Connect Layer-3 handoff, full duplex, BGP failover, in the technical requirements. Technical requirements PDF
• Certified Caller Five9's STIR/SHAKEN program. Not the same thing as a local ANI on a profile. Certified Caller
• E911 Direct 911 with a dispatchable location. The data sheet names RedSky. E911 data sheet
• Dispatchable location The place responders can find the caller. A stale HQ address fails that test. E911 data sheet
• MyE911 Org-admin history: time, user, number, location, recording, SIP invite. MyE911 call history
• WEM Workforce, quality, analytics, surveys, and recording. Native suite and a Verint partnership are both on the product page. Workforce engagement management
• GenAI Studio Knowledge and prompts for Five9 AI apps. This lab does not name a default model. GenAI Studio
• Studio task key The key copied from a ChatBot task into VCC for a digital IVA. Studio digital IVA with VCC
• Agent Desktop Plus The single agent screen. Same underlying technology as the prebuilt CRM adapters, per the desktop page. Agent Desktop
• Retention Separate clocks for audio, E911 recordings, agent data, campaign state, domains, and DIDs. Data retention
• RFC 3261 The SIP specification. It does not choose your dial plan. RFC 3261
• RFC 4733 Telephone events, the usual way DTMF rides in the media. RFC 4733
• ACD Wikipedia's name for a device that answers and distributes incoming calls to a group of agents. Not a Five9 field by itself. Automatic call distributor
• Forecast The WFM page's base for staffing: multiskill, multichannel, several algorithms it does not name. Workforce management
• Adherence Plan versus what the person did. The WFM page lists historical and real-time views, plus alerts. Workforce management
• CTI Web Services API One name on the APIs page. Not a screen-pop field list. APIs and SDKs