IVR
Skill Transfer has more than a skill name
The module vocabulary, branches, Skill Transfer, queries, and visual framing.
IVR scripts ยท practice ยท 12 min full read
The community article lists General, Skills, Announcement, Priority, Connectors, Queue Callback, and Disposition. It also says 'six tabs' and then names more than six. Count the tabs in your editor. Do not trust the word six.
- Count the tabs in the editor
- Prefer one skill when you need the report
Multiple skills mean any agent who has one of them may get the call. The article says Five9 recommends one skill in the module if you want useful reports. No skill selected sends calls toward users with no skills, labeled Default. Pause Before Transfer defaults to 0 and is not On Hold in a report. The default disposition named in that article is Abandon.
Count them in the editor.
One module, one skill
Build two Skill Transfer modules instead of one module with two skills.
- Billing module
- Sales module
- Say why reports prefer this
You can tell which queue the caller entered.
- Either skill or both? Either.
- Report recommendation? One skill per module.
- No skill? Default queue.
- Article's default disposition? Abandon.
- Skill Transfer functions. community. last checked 2026-10.
- Skill Transfer module chapter. vendor. last checked 2026-10.
- Pause before transfer. community. last checked 2026-10.
- confirm. The article says six tabs and then lists seven names. The editor is the count that matters. last checked 2026-10.
Glossary. Skill group: Agents or supervisors who can take a campaign's work. A user and a campaign can have more than one. Skill groups
Sister technologies. 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
Config. Build two Skill Transfer modules instead of one module with two skills.
Troubleshooting. One Skill Transfer lists Billing, Sales, and Password. One skill per module unless you truly want a shared pool.
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.