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Connecting Unified CM to Five9

Cisco Unified CM to Five9

Verified 2026-09-25 · 56 sources · tier 2

For Voice engineers or contact center administrators connecting a Unified CM cluster to a Five9 domain.

This guide steps through integrating Cisco Unified Communications Manager (Unified CM) with Five9 to carry inbound traffic, agent station audio, and transfers 19​42. The integration routes calls to Five9 inbound campaigns and connects agent stations across PSTN, gateway, or softphone endpoints 19​42.

Before you start

  • Verify that your network firewall supports separate policy definitions for Five9 voice IP ranges and SIP inspection controls 23​34.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

How do calls reach Five9?
What voice device does each agent use?

Two questions. One permanent page you can send to your manager.

Step 1 Confirm your Five9 data centers and plan for the alternate one

Do

Identify your assigned primary Five9 data center and configure an alternate data center for redundancy 33. Five9 requires customers to configure a redundant data center, citing Atlanta paired with Santa Clara as an example 33. Obtain the published voice IP address ranges for both the primary and alternate data centers to build network allow lists 23.

Verify

Review the collected pair of primary and alternate data centers and ensure the IP addresses match the published voice IP ranges from the Five9 IP address documentation 23​33.

Rollback

Suggested rollback: clear the planned address inventory and request updated data center assignments from your contact-center provider representative.

Step 2 Open the network path for Five9 voice

Five9 softphone or WebRTC on the agent's computer

Do

Add all published Five9 voice IP addresses for your assigned primary and alternate data centers to your firewall and intrusion prevention system (IPS) allow lists 23. Turn off SIP ALG, SIP inspection and control, SIP traversal, and SIP transformation for Five9 traffic 34. On firewalls fronting workstations, allow outbound UDP ports 5060–5067 for agent SIP and outbound UDP 1024–65535 for RTP using desktop source ports UDP 8000–8015 37. Ensure TCP port 8083 remains open locally on workstations for the Five9 Softphone Service 37.

Verify

Examine firewall policy rules to confirm the outbound UDP and TCP ports are permitted toward the destination subnets 37.

Rollback

Suggested rollback: delete the workstation firewall allow rules and restore default SIP inspection on the network security appliance.

The agent's Unified CM desk phone, reached as a Five9 PSTN station by its DID

Do

Add all published Five9 voice IP addresses for your primary and alternate data centers to your firewall allow lists 23. Disable SIP ALG and SIP inspection on policies processing Five9 traffic 34. Open outbound ports for TCP web, RMI, download, and test services, along with UDP port 8090 for voice simulation tests, leaving local workstation RTP ports closed 27.

Verify

Verify that agent workstations can establish outbound sessions across the required TCP web, RMI, and download ports without an RTP rule enabled on the workstation network 27.

Rollback

Suggested rollback: remove the opened TCP web, RMI, and test port rules from the network edge and restore prior security policies.

The agent's Unified CM desk phone, reached as a Five9 gateway station

Do

Add all published Five9 IP addresses for both data centers to your perimeter allow lists 23. Turn off SIP ALG, SIP inspection and control, SIP traversal, and SIP transformation on all paths handling Five9 traffic 34. On the enterprise SBC handling station calls, permit inbound SIP signaling from Five9 data center ranges on your chosen SIP endpoint port, using UDP 5060 by default 12​23. Permit outbound SIP to the Five9 SIP proxy on UDP 5080 and TCP 5081, and permit outbound UDP ports 1024–65535 for RTP 13​14. If using a stateless firewall, add inbound rules for return RTP traffic 14.

Verify

Confirm through firewall configuration inspection that inbound SIP port access is restricted strictly to Five9 data center IP ranges 12​23. On stateless firewalls, confirm return rules cover UDP 1024–65535 14.

Rollback

Suggested rollback: remove the inbound SIP rule on the SBC external interface, followed by the outbound SIP proxy and RTP firewall access rules.

Step 3 Establish the carrier path into Five9

Over the PSTN: Five9-provided numbers and carrier trunks; Unified CM reaches Five9 by dialing those numbers through its existing PSTN gateway

Do

Rely on the private SIP trunks that Five9 ITSP providers terminate directly inside the Five9 data centers to connect to the PSTN, leaving no local trunk configuration to establish on the SBC 11. These Five9-provided trunks accommodate domestic, international, and toll-free services 35. If retaining existing toll-free numbers with an incumbent carrier, configure carrier call forwarding to send calls to a Five9-provided direct inward dial (DID) number 44.

Verify

Verify that DID numbers appear as selectable numbers in the campaign DNIS configuration 10.

Rollback

Suggested rollback: remove the forwarding destination on your toll-free carrier portal to revert call delivery to your previous provider.

Over a private SIP trunk: a Five9 gateway-to-gateway trunk to your own SBC that Unified CM trunks to

Do

Order a Five9 gateway-to-gateway private SIP trunk to your enterprise Session Border Controller (SBC) 17. Connect the SBC to Five9 across the Internet, a VPN, or Direct Connect 18. If selecting Direct Connect, provide a 10/100/1000 full-duplex Ethernet hand-off and configure network address translation (NAT) to convert SBC traffic to publicly routable IP addresses 8. If your own ITSP connects to Five9 SBCs, complete and submit the installation checklist from the Five9 professional services implementation team before testing 3. Align SBC parameters with the BYO SIP Trunk Integration Guide 2. If using Cisco Unified Border Element (CUBE) as your SBC, configure it as a back-to-back user agent to terminate and originate SIP signaling and media 7. Use CUBE features to provide address and port translation for topology hiding, delayed-offer to early-offer conversion, and codec or DTMF interworking between Unified CM and the far end 6.

Verify

Suggested check: verify trunk status with your implementation team and confirm that SIP signaling establishes to both the primary and alternate data centers.

Rollback

Suggested rollback: administratively disable the outbound SIP dial peers or trunk configuration on your SBC toward the far-end provider.

Step 4 Build the inbound campaign and assign its DNIS

Do

Create an inbound campaign in Five9 and associate it with an IVR script configured to route incoming calls to agents based on availability or skill 19. In Campaign Properties, open the DNIS tab, add the dialled numbers that must reach this campaign, and save or apply the change 9. Each number can be assigned to only one campaign across the domain 10. Start the inbound campaign 4.

Verify

Confirm in Campaign Admin that the inbound campaign status displays as running, noting that stopped campaigns return a busy signal to callers 4. Verify that the assigned numbers no longer appear available for assignment to other campaigns 10.

Rollback

Open the DNIS tab in Campaign Properties and remove the assigned telephone numbers without stopping the campaign 9​10.

Step 5 Route Unified CM calls toward Five9

Over the PSTN: Five9-provided numbers and carrier trunks; Unified CM reaches Five9 by dialing those numbers through its existing PSTN gateway

Do

In Cisco Unified CM Administration, navigate to Call Routing > Route/Hunt > Route Pattern 48. Create a route pattern or confirm that an existing PSTN pattern matches the destination numbers 48. Set the Gateway/Route List selection on the pattern to point to the route list configured for your existing PSTN gateway 48​47.

Verify

Access Cisco Unified Communications Manager Dialed Number Analyzer to confirm that dialing the number matches the designated route pattern and resolves to the PSTN route list 45. Suggested check: place a call from a desk phone to the destination number and confirm the IVR answers.

Rollback

Suggested rollback: Delete the newly created route pattern.

Over a private SIP trunk: a Five9 gateway-to-gateway trunk to your own SBC that Unified CM trunks to

Do

Follow the Unified CM SIP trunk configuration flow by configuring a SIP profile, then a SIP trunk security profile, and then the SIP trunk 53​50. Under Device > Trunk > Add New, select Trunk Type SIP Trunk, apply the configured SIP profile and SIP trunk security profile, and check Run on All Active Unified CM Nodes 52​49. Configure the SBC destination using up to 16 destination IP addresses or hostnames, or specify a single DNS SRV record 51. Add the SIP trunk to a route group, place the route group into a route list, and configure a route pattern pointing to that route list 47​48. Apply a default SIP normalization or transparency script to the trunk or profile only if far-end interoperability issues occur 46.

Verify

Use Cisco Unified Communications Manager Dialed Number Analyzer to verify that test digits resolve correctly to the SBC route list and SIP trunk 45. Suggested check: dial the number from a registered phone and verify that the running campaign IVR script answers the call.

Rollback

Suggested rollback: Delete the newly created route pattern, route list, and route group, and the SIP trunk.

Step 6 Connect each agent's station

Five9 softphone or WebRTC on the agent's computer

Do

Assign agent station credentials in Agent Desktop Plus, noting that the softphone station using the agent computer is the default station type 36​42. If station ID automation and station pools are enabled on the domain, have agents select Auto assignment and pick their assigned pool, or select Manual and enter their assigned station ID 40. Agents operating on tablets must select WebRTC 43. Agents on Citrix environments must not run WebRTC and the Five9 Softphone in the same browser 5.

Verify

For agents logging in over WebRTC, confirm that the agent hears 3 tones, the Station Check window displays Connection Successful, and Agent Desktop Plus displays WebRTC Connected 56.

Rollback

Log the agent out of Agent Desktop Plus 39. If subsequent logins report that the active session limit has been exceeded, wait up to 30 minutes for expired station assignments to clear before escalating 39.

The agent's Unified CM desk phone, reached as a Five9 PSTN station by its DID

Do

Verify administrator authorization before assigning PSTN station login to agents, as PSTN stations can incur long-distance charges 29. Instruct the agent to select PSTN station on Agent Desktop Plus, which is the option designated for desk phones and PBX integrations 31​42. Have the agent input their Unified CM desk phone number as a 10-digit number for U.S. agents or in E.164 format with country code for European contact centers 30.

Verify

Confirm that the agent's Unified CM desk phone rings upon station connection, the agent hears 3 tones upon answering, and the agent successfully transitions their status to Available in Agent Desktop Plus 28​41.

Rollback

Suggested rollback: Log the agent out of the station.

The agent's Unified CM desk phone, reached as a Five9 gateway station

Do

Provide each agent with a gateway station address that combines the port number and the public IP address used to reach your gateway 15. In Agent Desktop Plus, instruct the agent to select the gateway station type, which Five9 provides for IP phone systems across the Internet 16​42.

Verify

Verify that the agent's Unified CM phone rings when the station connection initiates, and confirm the agent hears 3 tones upon answering the handset 41.

Rollback

Suggested rollback: Log the agent out of the station. Suggested rollback: remove any station routing entries configured on the enterprise SBC.

Step 7 Set up transfers from Five9 back to Unified CM

Do

Configure speed dials in Five9 to provide quick transfer destinations to Unified CM extensions, setting codes up to 3 letters or digits and mapping them to numbers up to 20 digits 38. In Agent Desktop Plus, agents can warm-transfer (speaking with the recipient while holding the customer) or cold-transfer directly to external numbers, with the transferring agent setting disposition on external cold transfers 1​55. In IVR scripts, route calls back to Unified CM using the Third Party Transfer module, formatting destination numbers without a leading 1, dashes, or special characters 25. Configure the module's ringing timeout up to 30 seconds and maximum duration up to 3600 seconds 26. If calls must return to the Five9 script following the third-party call, coordinate with your Five9 representative to enable Return After 3rd Party Call 24.

Verify

Perform a warm transfer from an active call in Agent Desktop Plus to a Unified CM extension, confirm the agent can consult, complete the transfer, and verify that media remains intact between the caller and the Unified CM endpoint 55.

Rollback

Suggested rollback: delete the configured speed dial entries and remove the Third Party Transfer module from the IVR script.

Step 8 Mark voice traffic for QoS

Do

Implement Quality of Service (QoS) markings on agent workstations or enterprise network switches for traffic destined to Five9 32. While Five9 applies Diffserv markings to SIP and RTP sent toward customer networks, it does not mark packets originating from client workstations toward Five9 32. Where public Internet quality is insufficient, evaluate Five9 network connectivity options such as Equinix Fabric, Agent Connect MPLS, VPN, or Direct Connect, which Five9 states deliver enhanced QoS 54.

Verify

Suggested check: capture egress network packets on the WAN edge router to confirm that outbound RTP packets carry the expected DSCP markings.

Rollback

Suggested rollback: remove the local workstation QoS policy or switch port tagging rules applied for voice traffic.

Step 9 Test end to end before go-live

Do

Execute inbound and transfer test call scenarios to the campaign DNIS and internal destinations 19​1​55. Repeat testing against the secondary data center path where failover testing is supported 33.

Verify

Confirm that test calls reach agents on the active inbound campaign 4. Confirm that transferred calls connect to the targeted Unified CM destinations 1.

Rollback

Remove the test DNIS entries from campaign properties and delete the route pattern 9​48.

Applicability

Applies to: Five9 Agent Desktop Plus, Five9 Virtual Contact Center, Cisco Unified Border Element, Five9 IVR, Five9 Admin Console, and Cisco Unified Communications Manager. Deployments: on-premises and multi-tenant. Sources checked 2026-09-25. The Unified CM call routing chapter and trunk configuration procedures apply to Cisco Unified Communications Manager 45​52.

What remains uncertain

Specific codec, DTMF-relay, and SIP transport requirements for the Five9 private SIP trunk are published in Five9's BYO SIP Trunk Integration Guide, which was not directly examined 2. Vendor-published CUBE configuration templates specifically verified for Five9 are not covered by the sources below. The exact syntax for the gateway station address and the mechanism for choosing a specific Unified CM extension on an incoming gateway station leg are not covered by the sources below. Network bandwidth impact and channel capacity requirements for persistent PSTN station sessions are not covered by the sources below. Whether Five9 can route outbound transfers to external numbers across private customer SIP trunks rather than Five9 carrier paths is not covered by the sources below. Caller ID behaviors, desktop integrations with Cisco Finesse or Jabber, call recording, and emergency services routing from Five9 stations are not covered by the sources below.

See also

Related to

Sources

  1. 1
    Agent Desktop Plus lets agents transfer calls to other agents, skill group members, internal or external parties, or campaigns.
    Transferring Calls (Agent Desktop Plus) · Transferring Calls, introduction · Checked 2026-09-25
  2. 2
    Five9 points to its BYO SIP Trunk Integration Guide as the document for confirming compatibility between voice edges and for configuration details and requirements when integrating customer voice networks.
    Five9 SIP Trunk Options · Five9 SIP Trunk Options, second Important box · Checked 2026-09-25
  3. 3
    When the customer's own ITSP connects to the Five9 SBCs, the customer must complete and return the installation checklist from the Five9 professional services implementation team before the trunk is configured, tested and turned up.
    Five9 SIP Trunk Options · Five9 SIP Trunk Options, section SIP Trunks Provided by Your ITSP Provider · Checked 2026-09-25
  4. 4
    An inbound campaign must be running to answer inbound calls; otherwise callers hear a busy signal.
    Inbound Campaigns (Campaign Admin) · Inbound Campaigns, closing requirement · Checked 2026-09-25
  5. 5
    Agents on Citrix workstations cannot use WebRTC and the Five9 Softphone in the same browser.
    WebRTC Station (Agent Desktop Plus) · WebRTC Station, second Note under the heading · Checked 2026-09-25
  6. 6
    CUBE provides address and port translation for topology hiding, DTMF, fax, modem and codec transcoding interworking, and delayed-offer to early-offer conversion.
    Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Overview of Cisco Unified Border Element · Overview of Cisco Unified Border Element, feature list · Checked 2026-09-25
  7. 7
    CUBE is a back-to-back user agent that terminates and originates SIP signaling and RTP/RTCP media and connects enterprise VoIP networks to ITSPs.
    Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Overview of Cisco Unified Border Element · Overview of Cisco Unified Border Element, opening sections · Checked 2026-09-25
  8. 8
    Five9 Direct Connect requires a 10/100/1000 full-duplex Ethernet hand-off, and traffic over it must be NATed to publicly routable IP addresses.
    Five9 Network Connectivity · Five9 Network Connectivity, section Direct Connect · Checked 2026-09-25
  9. 9
    DNIS numbers are added or removed on the DNIS tab of Campaign Properties and take effect when the change is saved or applied.
    Configuring DNIS for Inbound Campaigns (Campaign Admin) · Configuring DNIS for Inbound Campaigns, add and remove procedures · Checked 2026-09-25
  10. 10
    A campaign can carry several DNIS numbers, but a given number can be assigned to only one campaign, and numbers can be added or removed without stopping the campaign.
    Configuring DNIS for Inbound Campaigns (Campaign Admin) · Configuring DNIS for Inbound Campaigns, opening paragraphs · Checked 2026-09-25
  11. 11
    Private SIP trunks provided by Five9 ITSP providers originate in the Five9 data center and connect to the PSTN with nothing for the customer to configure.
    Five9 SIP Trunk Options · Five9 SIP Trunk Options, section Private SIP Trunks Provided by Five9 ITSP Providers · Checked 2026-09-25
  12. 12
    For gateway-station customers, Five9 lists UDP 5060 inbound as the default SIP port toward the agent endpoint, with the actual port depending on the customer's SIP endpoint.
    TCP/UDP Port Requirements for Gateway Customers · TCP/UDP Port Requirements for Gateway Customers, table row 5060 · Checked 2026-09-25
  13. 13
    Gateway-station customers must allow outbound SIP to the Five9 SIP proxy on UDP 5080 and SIP over TLS on TCP 5081.
    TCP/UDP Port Requirements for Gateway Customers · TCP/UDP Port Requirements for Gateway Customers, table rows 5080 and 5081 · Checked 2026-09-25
  14. 14
    Gateway-station customers must allow outbound RTP on UDP 1024-65535 and, without a stateful firewall, must add inbound rules for the return traffic.
    TCP/UDP Port Requirements for Gateway Customers · TCP/UDP Port Requirements for Gateway Customers, table row 1024-65535 and closing note · Checked 2026-09-25
  15. 15
    A gateway station address is supplied by the administrator and combines the port number and the public IP address used to reach the gateway in the customer's domain.
    Gateway Station (Agent Desktop Plus) · Gateway Station, step 2 · Checked 2026-09-25
  16. 16
    Five9 gateway stations are used with IP phone systems, and calls to and from the Five9 contact center are processed across the Internet.
    Gateway Station (Agent Desktop Plus) · Gateway Station, opening paragraph · Checked 2026-09-25
  17. 17
    An enterprise that already has SIP infrastructure such as an SBC, proxy server or SIP server may choose Five9's gateway-to-gateway private SIP trunk option, with the new trunks installed during the Five9 setup.
    Five9 SIP Trunk Options · Five9 SIP Trunk Options, section Private SIP Trunks for Five9 Gateway to Customer Gateway, first paragraph · Checked 2026-09-25
  18. 18
    Five9 names Cisco among the gateways that can connect to Five9 with SIP trunks, and the connection can run across the Internet, through a VPN or through the Direct Connect option.
    Five9 SIP Trunk Options · Five9 SIP Trunk Options, section Private SIP Trunks for Five9 Gateway to Customer Gateway, second paragraph · Checked 2026-09-25
  19. 19
    Five9 inbound campaigns receive calls on a DNIS and process them according to the campaign's IVR script, which can route to agents by availability or skill.
    Inbound Campaigns (Campaign Admin) · Inbound Campaigns, opening paragraph · Checked 2026-09-25
  20. 20
    For a Unified CM phone to serve as a Five9 gateway station, the public address and port given as the station address would be the enterprise SBC such as CUBE, which must route the Five9 INVITE onward to Unified CM over a SIP trunk and to the agent's line.inferred
    Gateway Station (Agent Desktop Plus) · Gateway Station, opening paragraph and step 2; combined with gateway port page row 5060 inbound · Checked 2026-09-25
  21. 21
    When a Unified CM phone is used as a Five9 PSTN station, the Five9 agent leg arrives as an ordinary PSTN call to that phone's DID through the enterprise's existing PSTN gateway, so the phone needs a directly dialable number and the session holds a PSTN channel for as long as the agent is logged in.inferred
    PSTN Station (Agent Desktop Plus) · PSTN Station, Important box and step 1 (number entered as a PSTN number); combined with PSTN port page stating no RTP is required · Checked 2026-09-25
  22. 22
    A Unified CM user sends a caller into Five9 by transferring to a number that is assigned as DNIS on a running inbound campaign, reached through a Unified CM route pattern pointing at either the PSTN gateway or the SIP trunk toward the Five9-facing SBC.inferred
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Configure Call Routing, Configure Route Patterns; combined with Five9 Configuring DNIS for Inbound Campaigns · Checked 2026-09-25
  23. 23
    Five9 publishes voice IP ranges per data center and states that all of the listed Five9 IP addresses must be added to allow lists to avoid service interruption from IPS solutions.
    Five9 Internet Domains and IP Addresses · Five9 Internet Domains and IP Addresses, introductory note and per-data-center tables · Checked 2026-09-25
  24. 24
    The Third Party Transfer module's Return After 3rd Party Call option returns the call to the Five9 domain after the third-party interaction and needs additional configuration by the customer's Five9 representative.
    Third Party Transfer Module (IVR Admin) · Third Party Transfer Module, General tab, Return After 3rd Party Call · Checked 2026-09-25
  25. 25
    The Five9 IVR Third Party Transfer module transfers calls to an external number given as a constant without a leading 1, dashes or special characters, or as a call variable.
    Third Party Transfer Module (IVR Admin) · Third Party Transfer Module, General tab, Third Party Number · Checked 2026-09-25
  26. 26
    The Third Party Transfer module allows a maximum call duration of up to 3600 seconds and a ringing timeout of up to 30 seconds.
    Third Party Transfer Module (IVR Admin) · Third Party Transfer Module, General tab, timing fields · Checked 2026-09-25
  27. 27
    Five9's port list for PSTN-station customers covers agents that need no RTP connection and contains only TCP web, RMI, download and test ports plus UDP 8090 for voice simulation tests.
    TCP/UDP Port Requirements for PSTN Customers · TCP/UDP Port Requirements for PSTN Customers, opening sentence and table · Checked 2026-09-25
  28. 28
    Once connected, the agent must set status to Available for PSTN station connectivity to work.
    PSTN Station (Agent Desktop Plus) · PSTN Station, step 1 first sentence · Checked 2026-09-25
  29. 29
    Five9 warns agents to get administrator permission before logging into a PSTN station or forwarding calls between sessions because high long-distance fees may be incurred.
    PSTN Station (Agent Desktop Plus) · PSTN Station, Important box · Checked 2026-09-25
  30. 30
    A PSTN station number is entered as a standard ten-digit number for U.S. agents and in ITU-T E.164 international format with country code for European contact centers.
    PSTN Station (Agent Desktop Plus) · PSTN Station, step 1 second paragraph · Checked 2026-09-25
  31. 31
    Five9's PSTN station option is the one to select to use Five9 UC, a PBX, or the agent's desk phone as the agent's voice device.
    PSTN Station (Agent Desktop Plus) · PSTN Station, sentence after the Important box · Checked 2026-09-25
  32. 32
    Five9 applies Diffserv QoS markings to SIP and RTP it sends toward customer networks but does not mark packets from workstations toward Five9, so the customer must mark that traffic at the workstation or on network equipment.
    Five9 Quality of Service (QoS) Features · Five9 Quality of Service (QoS) Features, body and configuration options · Checked 2026-09-25
  33. 33
    Five9 tells customers to configure a redundant data center regardless of which data center they use, giving Atlanta primary with Santa Clara alternate as the example.
    Five9 SIP Trunk Options · Five9 SIP Trunk Options, first Important box · Checked 2026-09-25
  34. 34
    Five9 says SIP ALG, SIP inspection and control, SIP traversal and SIP transformation should be turned off for Five9 traffic because intrusive firewall inspection changes the SIP traffic.
    SIP Firewall Note · SIP Firewall Note, paragraph and bulleted list · Checked 2026-09-25
  35. 35
    Five9 describes SIP trunks as ITSP carrier services that connect the PSTN to inbound, outbound or blended Five9 agent calls and that support domestic, international and toll-free services.
    Five9 SIP Trunk Options · Five9 SIP Trunk Options, opening paragraph · Checked 2026-09-25
  36. 36
    The softphone station, which uses the agent's computer for calls, is the default station type and requires the agent to enter a station ID.
    Softphone Station (Agent Desktop Plus) · Softphone Station, opening sentence and steps 1-2 · Checked 2026-09-25
  37. 37
    Softphone-station customers must allow outbound UDP 5060-5067 for agent SIP, UDP 1024-65535 for RTP with source ports UDP 8000-8015 on the desktop, and must keep TCP 8083 free for the Five9 Softphone Service.
    TCP/UDP Port Requirements for Softphone Customers · TCP/UDP Port Requirements for Softphone Customers, table rows 1024-65535, 5060-5067, 8000-8015 and 8083 · Checked 2026-09-25
  38. 38
    Five9 speed dial numbers are short codes of up to three letters or digits that map to full numbers of up to 20 digits and appear in the agent's Make Call, Add Conference Participant and Transfer Call menus.
    Speed Dial Numbers (Admin Console) · Speed Dial Numbers, opening paragraph; child page Adding Speed Dial Numbers, field list · Checked 2026-09-25
  39. 39
    If an agent is refused login because the maximum number of active sessions is exceeded, Five9 advises waiting up to 30 minutes for previously assigned stations to expire before escalating.
    Selecting a Station (Agent Desktop Plus) · Selecting a Station, section Unable to Log In: Station Limit Exceeded · Checked 2026-09-25
  40. 40
    When station ID automation and station pools are enabled, an agent can choose Auto station assignment and a pool and the system assigns an available station ID, or choose Manual and enter a specific ID.
    Softphone Station (Agent Desktop Plus) · Softphone Station, step 2 bullets · Checked 2026-09-25
  41. 41
    For PSTN and gateway stations, Five9 rings the agent's phone at connection and three tones on that phone indicate the agent is connected to the station.
    PSTN Station (Agent Desktop Plus) · PSTN Station, steps 4-5 · Checked 2026-09-25
  42. 42
    Agent Desktop Plus processes voice interactions through a softphone, WebRTC, PSTN or gateway station.
    Selecting a Station (Agent Desktop Plus) · Selecting a Station, opening paragraph · Checked 2026-09-25
  43. 43
    Tablet users must select WebRTC as their Agent Desktop Plus connection type.
    Selecting a Station (Agent Desktop Plus) · Selecting a Station, Note under opening paragraph · Checked 2026-09-25
  44. 44
    Toll-free numbers can reach a Five9 inbound campaign by forwarding them to a Five9-provided DID and adding that DID to the campaign.
    Configuring DNIS for Inbound Campaigns (Campaign Admin) · Configuring DNIS for Inbound Campaigns, closing paragraph on toll-free numbers · Checked 2026-09-25
  45. 45
    The Unified CM Release 15 call routing chapter includes a Troubleshooting with Dialed Number Analyzer section for checking how dialed digits route.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Configure Call Routing, section heading Troubleshooting with Dialed Number Analyzer · Checked 2026-09-25
  46. 46
    Cisco advises applying a default SIP normalization or transparency script to a Unified CM SIP trunk or SIP profile when there are SIP interoperability issues with the far end.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks, section Configure SIP Profiles step 5 and Configure SIP Trunks step 11 · Checked 2026-09-25
  47. 47
    In Unified CM a route group prioritises the gateways used for outgoing calls, and a route list places route groups in priority order.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Configure Call Routing, sections Configure Route Groups and Configure Route Lists · Checked 2026-09-25
  48. 48
    A Unified CM route pattern sends matching calls to the destination selected in its Gateway/Route List drop-down.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Configure Call Routing, section Configure Route Patterns · Checked 2026-09-25
  49. 49
    Checking Run on All Active Unified CM Nodes enables a SIP trunk on all cluster nodes.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks, section Configure SIP Trunks, step 7 · Checked 2026-09-25
  50. 50
    Unified CM uses SIP trunks to connect to external devices such as SIP gateways when SIP is the call control signaling protocol.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks, section SIP Trunk Overview · Checked 2026-09-25
  51. 51
    A Unified CM SIP trunk can have up to 16 destination addresses using IPv4, IPv6 or FQDNs, or a single DNS SRV record.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks, section Configure SIP Trunks, step 8 · Checked 2026-09-25
  52. 52
    A Unified CM SIP trunk is created under Device > Trunk > Add New with Trunk Type SIP Trunk, after which the administrator sets destinations, the SIP trunk security profile and the SIP profile and saves.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks, section Configure SIP Trunks, steps 1-3 and 8-13 · Checked 2026-09-25
  53. 53
    The Unified CM SIP trunk task flow is to configure a SIP profile, then a SIP trunk security profile, then the SIP trunk with both profiles applied.
    System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · Configure Trunks, section SIP Trunk Configuration Task Flow · Checked 2026-09-25
  54. 54
    Five9 offers Equinix Fabric, Agent Connect MPLS, VPN and Direct Connect leased-line options for connecting to its data centers, and says the IP connections (MPLS, Equinix Fabric, Direct Connect) provide enhanced QoS.
    Five9 Network Connectivity · Five9 Network Connectivity, option sections and closing statement · Checked 2026-09-25
  55. 55
    Agent Desktop Plus supports warm transfers, where the agent speaks to the recipient while the caller is held, and cold transfers, where the agent disconnects immediately; on a cold transfer to an external number the transferring agent sets the disposition.
    Transferring Calls (Agent Desktop Plus) · Transferring Calls, warm and cold transfer sections · Checked 2026-09-25
  56. 56
    A successful WebRTC station connection plays three tones, the Station Check window reports Connection Successful, and Agent Desktop Plus shows WebRTC Connected.
    WebRTC Station (Agent Desktop Plus) · WebRTC Station, steps 3 and 5 · Checked 2026-09-25

Documents

tier 2 current vendor documentation

Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Overview of Cisco Unified Border Element

Cisco · accessed 2026-09-21

tier 2 current vendor documentation

Configuring DNIS for Inbound Campaigns (Campaign Admin)

Five9 · 2026-09-22 · accessed 2026-09-25

tier 2 current vendor documentation

Five9 Internet Domains and IP Addresses

Five9 · 2026-09-23 · accessed 2026-09-25

tier 2 current vendor documentation

Five9 Network Connectivity

Five9 · 2026-09-23 · accessed 2026-09-25

tier 2 current vendor documentation

Five9 Quality of Service (QoS) Features

Five9 · 2026-09-23 · accessed 2026-09-25

tier 2 current vendor documentation

Five9 SIP Trunk Options

Five9 · 2026-09-23 · accessed 2026-09-25

tier 2 current vendor documentation

Gateway Station (Agent Desktop Plus)

Five9 · 2026-09-22 · accessed 2026-09-25

tier 2 current vendor documentation

Inbound Campaigns (Campaign Admin)

Five9 · 2026-09-22 · accessed 2026-09-25

tier 2 current vendor documentation

PSTN Station (Agent Desktop Plus)

Five9 · 2026-09-22 · accessed 2026-09-25

tier 2 current vendor documentation

Selecting a Station (Agent Desktop Plus)

Five9 · 2026-09-22 · accessed 2026-09-25

tier 2 current vendor documentation

SIP Firewall Note

Five9 · 2026-09-23 · accessed 2026-09-25

tier 2 current vendor documentation

Softphone Station (Agent Desktop Plus)

Five9 · 2026-09-22 · accessed 2026-09-25

tier 2 current vendor documentation

Speed Dial Numbers (Admin Console)

Five9 · 2026-09-21 · accessed 2026-09-25

tier 2 current vendor documentation

System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing

Cisco · accessed 2026-09-21

tier 2 current vendor documentation

System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks

Cisco · accessed 2026-09-21

tier 2 current vendor documentation

TCP/UDP Port Requirements for Gateway Customers

Five9 · 2026-09-23 · accessed 2026-09-25

tier 2 current vendor documentation

TCP/UDP Port Requirements for PSTN Customers

Five9 · 2026-09-23 · accessed 2026-09-25

tier 2 current vendor documentation

TCP/UDP Port Requirements for Softphone Customers

Five9 · 2026-09-23 · accessed 2026-09-25

tier 2 current vendor documentation

Third Party Transfer Module (IVR Admin)

Five9 · 2026-09-08 · accessed 2026-09-25

tier 2 current vendor documentation

Transferring Calls (Agent Desktop Plus)

Five9 · 2026-09-22 · accessed 2026-09-25

tier 2 current vendor documentation

WebRTC Station (Agent Desktop Plus)

Five9 · 2026-09-22 · accessed 2026-09-25

Cite this page

APA

WarmTransfer. (2026, September 25). Connecting Unified CM to Five9. WarmTransfer. https://warmtransfer.net/guides/cucm-with-five9

BibTeX

@misc{warmtransfer-cucm-with-five9,
  title  = {Connecting Unified CM to Five9},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/cucm-with-five9},
  note   = {Verified 2026-09-25}
}