# 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

## Sources and go deeper

- [Planning your implementation](https://documentation.five9.com/bundle/basic-admin/page/basic-admin/intro/planning-your-implementation.htm). vendor. last checked 2026-10.
- [Skill groups](https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm). vendor. last checked 2026-10.
- [Campaign profiles](https://documentation.five9.com/bundle/basic-admin/page/basic-admin/campaign-profiles/_ch-campaign-profiles.htm). vendor. last checked 2026-10.
- [Inbound campaigns](https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm). vendor. last checked 2026-10.
- [List dialing modes](https://community.five9.com/s/article/Administrator-List-Dialing-Modes-and-its-Differences?language=en_US). community. last checked 2026-10.
- [Dialer product page](https://www.five9.com/products/capabilities/dialer-system). vendor. last checked 2026-10.
- [Outbound product page](https://www.five9.com/products/capabilities/outbound-contact-center). vendor. last checked 2026-10.
- [TCPA manual touch](https://community.five9.com/s/article/Administrator-TCPA-Manual-Touch-Dialing-Mode?language=en_US). community. last checked 2026-10.
- [Default campaign settings](https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/default-campaign-settings.htm). vendor. last checked 2026-10.
- [IVR modules](https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm). vendor. last checked 2026-10.
- [Skill Transfer functions](https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features). community. last checked 2026-10.
- [Call variables for reporting](https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US). community. last checked 2026-10.
- [Generating standard reports](https://community.five9.com/s/article/Reporting-I-Generating-Standard-Reports). community. last checked 2026-10.
- [Call log filters](https://community.five9.com/s/article/Reporting-Apply-Filter-s-in-the-Call-Log-Report). community. last checked 2026-10.
- [APIs and SDKs](https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks). vendor. last checked 2026-10.
- [Technical requirements PDF](https://documentation-be.five9.com/bundle/five9-technical-requirements/raw/resource/enus/five9-technical-requirements.pdf). vendor. last checked 2026-10.
- [Certified Caller](https://www.five9.com/resources/five9_certified_caller). vendor. last checked 2026-10.
- [E911 data sheet](https://www.five9.com/sites/default/files/2022-11/Data-sheet-Five9-emergency-services%20%28E911%29.PDF). vendor. last checked 2026-10.
- [MyE911 call history](https://community.five9.com/s/article/MyE911-Call-History?language=en_US). community. last checked 2026-10.
- [Workforce engagement management](https://www.five9.com/products/capabilities/workforce-optimization). vendor. last checked 2026-10.
- [GenAI Studio](https://www.five9.com/products/capabilities/gen-ai-studio). vendor. last checked 2026-10.
- [Studio digital IVA with VCC](https://community.five9.com/s/article/Studio-7-Integrate-Digital-IVA-in-Studio-with-VCC?language=en_US). community. last checked 2026-10.
- [Agent Desktop](https://www.five9.com/products/capabilities/agent-desktop). vendor. last checked 2026-10.
- [Data retention](https://www.five9.com/legal/dataretention). vendor. last checked 2026-10.
- [RFC 3261](https://www.rfc-editor.org/rfc/rfc3261). rfc. last checked 2026-10.
- [RFC 4733](https://www.rfc-editor.org/rfc/rfc4733). rfc. last checked 2026-10.
- [Automatic call distributor](https://en.wikipedia.org/wiki/Automatic_call_distributor). wikipedia. last checked 2026-10.
- [Workforce management](https://www.five9.com/platform/insights-and-analytics/workforce-management). vendor. last checked 2026-10.
- [RFC 3550, RTP](https://www.rfc-editor.org/rfc/rfc3550). rfc. last checked 2026-10.
- [RFC 3551, RTP profile for audio and video](https://www.rfc-editor.org/rfc/rfc3551). rfc. last checked 2026-10.
- [ITU-T G.711](https://www.itu.int/rec/T-REC-G.711). standard. last checked 2026-10.
- [RFC 8446, TLS 1.3](https://www.rfc-editor.org/rfc/rfc8446). rfc. last checked 2026-10.
- [RFC 1035, domain names](https://www.rfc-editor.org/rfc/rfc1035). rfc. last checked 2026-10.
- [RFC 2782, DNS SRV](https://www.rfc-editor.org/rfc/rfc2782). rfc. last checked 2026-10.
- [RFC 6455, The WebSocket Protocol](https://www.rfc-editor.org/rfc/rfc6455). rfc. last checked 2026-10.
- [RFC 8224, Authenticated Identity Management in SIP](https://www.rfc-editor.org/rfc/rfc8224). rfc. last checked 2026-10.
- [ITU-T E.164, international public telecommunication numbering](https://www.itu.int/rec/T-REC-E.164). standard. last checked 2026-10.
- [Enhanced 9-1-1](https://en.wikipedia.org/wiki/Enhanced_9-1-1). wikipedia. last checked 2026-10.
- [Telephone Consumer Protection Act of 1991](https://en.wikipedia.org/wiki/Telephone_Consumer_Protection_Act_of_1991). wikipedia. last checked 2026-10.
- [Interactive voice response](https://en.wikipedia.org/wiki/Interactive_voice_response). wikipedia. last checked 2026-10.