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Workstations that drop live calls

Clients, permissions, skills, prompts, DNC, and the PCs that drop calls.

Learn it in 5 minutes

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VCC administration ยท practice ยท 12 min full read

The technical requirements tell you to turn off Windows 11 Efficiency Mode on PCs that take live calls. Efficiency Mode can limit CPU and sleep inactive tabs, and the PDF says that can drop active Five9 calls. If you leave it on, use a high-performance power plan.

Headsets should be USB with noise canceling. Analog headsets are not supported. Wireless is discouraged when more than 10 agents are active, because of delay and quality. Wired LAN is recommended. Wi-Fi is allowed only if each user still meets the bandwidth numbers. Satellite and cellular, including 5G, are not supported.

Visual

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A call survives the PCPowerEfficiency Mode isunchecked.PCHeadsetUSB, not analog.PCLANWired link, or Wi-Fithat meets the rate.PCMediaG.711 is the defaultcodec in the bandwidthFive9RateAgent Desktop Plus andadapters are listed atFive9RefuseA 5G hotspot is outsidethe supported list.PC

These are support boundaries, not suggestions from a blog.

Worked example

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Desk audit

Check one agent PC against the PDF.

  1. Efficiency Mode
  2. USB headset
  3. Path is not cellular

The desk matches the support boundary.

Quiz

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Windows 11 Efficiency Mode on a live agent PC?
Analog headsets are
Wireless headsets above about 10 active agents?
Satellite or 5G as the agent path?
Listed bandwidth for Agent Desktop Plus and Plus adapters?

Sources and go deeper

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  • Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
  • confirm. Headset model numbers are not listed in the section this lab read. The PDF points at a separate recommended-headsets note. last checked 2026-10.

Ecosystem

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Glossary. Predictive: Algorithmic pacing. Product guidance talks about teams larger than about ten agents. Dialer product page

Sister technologies. Statistics and Reporting web services. Two different API names. A wallboard and a standard report are different pipes. APIs and SDKs

Config. Check one agent PC against the PDF.

Troubleshooting. The softphone falls over only on Windows 11. Disable Efficiency Mode and keep a high-performance power plan if you cannot.

Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.

Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.

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