Ecosystem

• 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

A teaching map. Each box fails on its own. SIP up does not prove the adapter, the location, or the bot.

• Salesforce Plus adapter Named in the technical requirements, with Lightning CTI. Package 2.46 is a dated PDF figure. Technical requirements PDF
• Salesforce IVR module A script module, including SFDC Einstein. Different from the desktop adapter. IVR modules
• ServiceNow Plus adapter Service Operations and Configurable workspaces. Release names in the PDF this lab read: Australia, Zurich, Yokohama. ServiceNow Plus adapter
• Dynamics 365, Zendesk, Oracle, NetSuite, Epic Each is a named Plus adapter. This lab does not copy a package number for them. Technical requirements PDF
• CRM SDK Bring-your-own CRM when no named adapter exists. APIs and SDKs
• Zoom Phone and Microsoft Teams Named prebuilt connections. A local UC client is also about 320 kbps. APIs and SDKs
• Verint Named on the WEM page as a partnership. Not a synonym for native WEM. Workforce engagement management
• RedSky Emergency-location partner on the E911 data sheet. Not the ITSP. E911 data sheet
• Five9 ITSP One of three SIP stories. The others are your ITSP to Five9 SBCs, or a gateway. Technical requirements PDF
• Cisco, Avaya, or Asterisk gateway Gateway-to-gateway over internet, VPN, or Direct Connect. Not a UCCX importer. Technical requirements PDF
• Studio digital IVA A ChatBot task key from the matching regional Studio portal into VCC. Studio digital IVA with VCC
• GenAI Studio Prompts and knowledge. Agent Assist summaries are the initial consumer the page names. GenAI Studio
• Statistics and Reporting web services Two different API names. A wallboard and a standard report are different pipes. APIs and SDKs
• Certified Caller STIR/SHAKEN attestation for FCC and CRTC. Separate from profile ANI. Certified Caller

• The DNIS does not answer. A stopped campaign does not answer. Busy is not the same fact as a stopped campaign.
• Callers land on a queue nobody staffed. The community write-up says a Skill Transfer with no skill uses the Default queue.
• The agent hears silence, or the caller does. Media and signaling are different paths.
• Voice is live and the CRM pane is blank. Two channels. Fix the one that failed.
• The agent cannot paste a phone number. The mode is a physical control.
• Customers hear a click and no agent. An abandon is a pacing outcome, then a compliance posture.
• A test 911 call would send responders to the old HQ. E911 is a location product. The data sheet names RedSky.
• Standard reports are missing for a supervisor. Reporting is a role, not a hope.
• The audio you need is gone. There is no single keep-forever switch on the pages this lab cites.
• The IVA will not return the caller to a person. A bot without a door back is a trap.

Cisco, Avaya, and Asterisk appear as gateway stories on the technical requirements PDF. UCCX and UCCE are teaching bridges in the migration track. There is no import button.

Vendor case-study claims. Confirm before relying.

• Mason Companies 95% CSAT; 45% call containment with AI agents; 93% quality score within a year; 4,000+ agent hours and $60,000 labor moved, as the page states Vendor page
• Wyndham Hotels & Resorts 40,000+ monthly password resets automated; 80% of booking cancellations streamlined; Call abandonment under 1%, as the page states Vendor page
• Lumexa Imaging Salesforce named on the page; Abandonment under 4%; 25% more call volume and about 15 FTEs; $4M new revenue and 24% higher appointment conversion, as the page states Vendor page
• ALDO Group 40% lower contact-center systems cost; Attrition down 20%; CES 80%, up from 60%, as the page states Vendor page

• 2022-11: E911 data sheet on the public site names emergency services and RedSky. The PDF date is in the file path. Treat coverage claims as dated.
• 2023-04: University curriculum brief names online, webinar, instructor-led, train-the-trainer, and custom formats. The live catalog wins if they differ.
• 2026-03: Technical-requirements change log says Studio 7 network text was clarified for GCP and for CHI/VIR, and callback, email, and VoiceStream IP notes were updated. This lab does not copy those IP ranges.
• 2026-07: The same change log consolidates Verint Workforce Optimization IPs and mentions added domains for US, Canadian, and European centers. IP lists move. Use the PDF, not a copy in this lab.
• 2026-07-14: A community article describes the call log as a filtered window of about 60 days unless retention is extended. Re-read it before you promise an archive.
• 2026-08-01: Java-based Agent Desktop and Supervisor Desktop are no longer on the customer portal after this date. The page tells people to use Agent Desktop Plus and Supervisor Desktop Plus. Java VCC Administrator remains documented, including a web launch.
• 2026-09-25: VCC Administrator via Web is documented as a browser launch with no local Java. The page lists gaps versus Java admin: usernames with spaces or non-English characters, some audio playback, HTML script preview, Trusted IP bypass, and Cmd+A.

The guide cloud endpoint is unset. Confirm before relying on a date.