Setting up a Five9 outbound campaign

See also

Sources

1. 1
   Five9 calculates the abandoned call rate over a rolling 30 days for U.S. domains and over 24 hours for UK domains.

   Default Campaign Settings · Default Campaign Settings, regional calculation note · Checked 2026-10-01
2. 2
   Five9 allows a toll-free number as outbound ANI only if a DID ANI is configured for the domain.

   Selecting ANI Settings · Selecting ANI Settings, requirements · Checked 2026-10-01
3. 3
   In Five9 Basic mode all three phone numbers of a record are enabled and dialing runs from 8 AM to 9 PM; Advanced mode lets the profile change which numbers are enabled and their dialing windows.

   General Dialing Rules · General Dialing Rules, campaign mode impact · Checked 2026-10-01
4. 4
   When Five9 detects an answering machine or call screening the action can be Abandon Call (hang up without a message), Play Prompt, Play IVR Script (leave a message without an agent) or, for call screening only, Connect with Agent.

   Configuring Call Analysis · Configuring Call Analysis, Action on Answering Machine · Checked 2026-10-01
5. 5
   Five9 warns that any change to call analysis settings may result in non-compliance with telemarketing regulations and tells administrators to consult their compliance officer.

   Configuring Call Analysis · Configuring Call Analysis, compliance warning · Checked 2026-10-01
6. 6
   The default Five9 call analysis setting is No Call Analysis, under which all connected calls including answering machines and fax machines go to agents.

   Configuring Call Analysis · Configuring Call Analysis, No Call Analysis option · Checked 2026-10-01
7. 7
   For Progressive and Power campaigns that use call analysis, Five9 recommends disabling abandoned call monitoring.

   Progressive Dialing Mode · Progressive Dialing Mode, optional features (call analysis) · Checked 2026-10-01
8. 8
   With Five9 Fax and Answering Machine detection (optionally with call screening detection), voice analysis removes fax and most answering machine connections before they reach agents.

   Configuring Call Analysis · Configuring Call Analysis, Fax and Answering Machine option · Checked 2026-10-01
9. 9
   With Five9 Fax Detection Only, the system disconnects fax machines and forwards answering machines and humans to agents.

   Configuring Call Analysis · Configuring Call Analysis, Fax Detection Only option · Checked 2026-10-01
10. 10
    Five9 voice detection levels are Fast (2 seconds, lets more answering machines through to agents), Normal (4.5 seconds) and Accurate (10 seconds, detects more answering machines).

    Configuring Call Analysis · Configuring Call Analysis, Voice Detection Level · Checked 2026-10-01
11. 11
    In the VCC Administrator application an outbound campaign is created by right-clicking the Campaigns folder, choosing Add Campaign, entering a name, selecting the Outbound type and clicking Create Campaign; properties open by double-clicking the campaign.

    Creating Campaigns · Creating Campaigns, procedure steps 1-5 · Checked 2026-10-01
12. 12
    Five9 sets initial campaign defaults (including Max Queue Time, Monitor Abandoned Call Percentage, Max Abandoned Call Percentage, Call Analysis, Voice Detection level and Action on Max Queue Time Expiration) to help keep campaigns compliant with FCC, FTC and UK Ofcom rules, and warns that changing them might put the campaign out of compliance.

    Default Campaign Settings · Default Campaign Settings, overview and default fields · Checked 2026-10-01
13. 13
    The Five9 default Dialing Timeout of 20 seconds exceeds the 15-second minimum ring time in the TSR safe harbor, so lowering it below 15 seconds would forfeit that element.inferred

    Selecting General Settings for Campaign Profiles · Selecting General Settings for Campaign Profiles, Dialing Timeout; read with 16 CFR 310.4(b)(4)(ii) · Checked 2026-10-01
14. 14
    Five9 documents five outbound dialing modes: Predictive, Power, Progressive, Preview and TCPA Manual Touch.

    Configuring Dialing Modes, Options, and Call Processing · Configuring Dialing Modes, Options, and Call Processing, chapter sub-page list · Checked 2026-10-01
15. 15
    A Five9 Add Number to DNC List disposition places the number in the domain Do Not Call list, with options to add the active number only, add it and finalize the record for the campaign, or add all numbers and finalize the record.

    Types of Dispositions · Types of Dispositions, Add Number To DNC List · Checked 2026-10-01
16. 16
    Five9 lets administrators edit system disposition redial timers per campaign and notes that outbound campaigns may need custom dispositions to avoid affecting other campaigns.

    Disposition Categories · Disposition Categories, System Call Dispositions and Call Dispositions · Checked 2026-10-01
17. 17
    When the same Five9 redial disposition is set sequentially up to its maximum number of attempts, the system stops dialing that number.

    Types of Dispositions · Types of Dispositions, Redial Number, number of attempts · Checked 2026-10-01
18. 18
    Five9 disposition types include Redial Number (with Redial After minutes and Number of Attempts), Do Not Dial Number for Campaign (optionally reactivated by timer), Final Disposition for Contact Record, and Add Number to DNC List.

    Types of Dispositions · Types of Dispositions, disposition type sections · Checked 2026-10-01
19. 19
    FCC rules prohibit abandoning more than three percent of telemarketing calls answered live by a person, measured over a 30-day period for a single calling campaign.

    47 CFR 64.1200 Delivery restrictions (TCPA rules), 2025 annual edition · 47 CFR 64.1200(a)(7) · Checked 2026-10-01
20. 20
    FCC rules require that an abandoned telemarketing call receive, within two seconds of the greeting, a prerecorded message identifying the business, stating the call was for telemarketing, giving a callback number, and offering an opt-out.

    47 CFR 64.1200 Delivery restrictions (TCPA rules), 2025 annual edition · 47 CFR 64.1200(a)(7)(i) · Checked 2026-10-01
21. 21
    FCC rules require a company-specific do-not-call request to be honoured within a reasonable time not exceeding ten business days from the request.

    47 CFR 64.1200 Delivery restrictions (TCPA rules), 2025 annual edition · 47 CFR 64.1200(d) · Checked 2026-10-01
22. 22
    The FCC national do-not-call safe harbor requires using a version of the national registry obtained no more than 31 days before any call is made.

    47 CFR 64.1200 Delivery restrictions (TCPA rules), 2025 annual edition · 47 CFR 64.1200(c)(2) · Checked 2026-10-01
23. 23
    Lists are added to a Five9 outbound campaign with Add in the campaign Lists window, and the campaign must be stopped to add a new list.

    Configuring Lists for Outbound and Autodial Campaigns · Configuring Lists for Outbound and Autodial Campaigns, adding lists · Checked 2026-10-01
24. 24
    A Five9 list is loaded by right-clicking it and choosing Update List, then selecting Basic or Advanced mode, a CSV file, the delimiter, Has header and field mapping; an option deletes all list records before the update.

    Importing a List from a CSV File · Importing a List from a CSV File, wizard steps · Checked 2026-10-01
25. 25
    Five9 does not check a list against the domain DNC list during upload; numbers are checked against the local DNC list before they are dialed.

    Updating Call Lists for Telemarketing Campaigns · Updating Call Lists for Telemarketing Campaigns, DNC note · Checked 2026-10-01
26. 26
    Five9 list dialing mode options are not available in Preview dialing mode.

    Configuring the List Dialing Mode · Configuring the List Dialing Mode, additional considerations · Checked 2026-10-01
27. 27
    Five9 says to always use List Penetration mode when lists have only one phone number per record, or when most records do; the other list dialing modes are Vertical Dialing and Extended Dialing Strategy.

    Configuring the List Dialing Mode · Configuring the List Dialing Mode, single number records · Checked 2026-10-01
28. 28
    Five9 list dialing ratios apply only among lists with the same priority; higher-priority lists are dialed first.

    Setting Dialing Ratios · Setting Dialing Ratios, key constraint · Checked 2026-10-01
29. 29
    A restarted Five9 campaign continues dialing from where it left off unless the list order was changed or the list position was reset.

    Configuring Lists for Outbound and Autodial Campaigns · Configuring Lists for Outbound and Autodial Campaigns, dial position · Checked 2026-10-01
30. 30
    Five9 suggests at most 500,000 records for an unsorted list and 10,000 for a list sorted on more than one field, and uploads larger than 50,000 records proceed in 50,000-record background increments.

    Managing the Size of Lists · Managing the Size of Lists, recommendations · Checked 2026-10-01
31. 31
    Five9 states that for telemarketing campaigns the customer must check each list against the appropriate Do Not Call lists before importing it into Five9.

    Updating Call Lists for Telemarketing Campaigns · Updating Call Lists for Telemarketing Campaigns, requirement · Checked 2026-10-01
32. 32
    Each Five9 contact record in a call list must have at least one valid phone number and can hold up to three, and each number receives its own disposition per campaign.

    Call Lists · Call Lists, chapter introduction · Checked 2026-10-01
33. 33
    In Five9 list updates the unique key defaults to Number1 in Basic mode and to number1 plus first_name plus last_name in Advanced mode; records whose key matches are treated as duplicates.

    Understanding Field Mapping and Unique Keys · Understanding Field Mapping and Unique Keys, unique key options · Checked 2026-10-01
34. 34
    By default the Five9 dialer processes a list in the uploaded order of its records, which campaign profiles, dispositions and workflow rules can change.

    Call Lists · Call Lists, list organization · Checked 2026-10-01
35. 35
    Five9 Max Queue Time, the time a dialed party is held when no agent is available, defaults to one second; Five9 notes the FCC maximum is two seconds counted from the end of the called party's greeting, after which the call is considered dropped.

    Outbound Campaign General Properties · Outbound Campaign General Properties, Max Queue Time · Checked 2026-10-01
36. 36
    Five9 Power dialing mode uses a fixed calls-to-agent ratio set by the administrator, between 1 and 10 calls per agent, dialed whenever an agent becomes ready.

    Power Dialing Mode · Power Dialing Mode, opening paragraph and characteristics · Checked 2026-10-01
37. 37
    In Five9 Power mode with abandon call monitoring on, the system reduces the calls-to-agent ratio when the maximum abandoned call percentage is reached.

    Power Dialing Mode · Power Dialing Mode, abandoned call management and optional features · Checked 2026-10-01
38. 38
    In Predictive mode Five9 automatically adjusts the calls-to-agent ratio to maximise agent usage while attempting to stay below the configured dropped-call percentage.

    Predictive Dialing Mode · Predictive Dialing Mode, calls-to-agent ratio paragraph · Checked 2026-10-01
39. 39
    Five9 says Predictive dialing mode should never be used with fewer than 15 agents consistently active in the campaign and that those agents should not be shared across campaigns.

    Predictive Dialing Mode · Predictive Dialing Mode, staffing guidance · Checked 2026-10-01
40. 40
    The Five9 predictive dialer sets its pace from historical and short-term statistics including handle and ring times, percentage of answered calls and dropped call percentage for the last 30 days.

    Predictive Dialing Mode · Predictive Dialing Mode, dialing pace paragraph · Checked 2026-10-01
41. 41
    Before creating a Five9 outbound campaign the domain needs skill groups, users with user profiles and agent groups, imported contact lists, and system or custom dispositions.

    Creating Campaigns · Creating Campaigns, prerequisites for Outbound Campaigns · Checked 2026-10-01
42. 42
    In Five9 Preview mode the agent receives the contact record before any dialing and decides whether to call; the system does not filter busy or other undesired call results, and numbers are not dialed ahead of delivery to the agent.

    Preview Dialing Mode · Preview Dialing Mode, overview and key characteristics · Checked 2026-10-01
43. 43
    In Five9 Preview campaigns agents skip a previewed record with a decline (skip) disposition; the system provides a default disposition named Declined and custom decline dispositions can be added.

    Preview Dialing Mode · Preview Dialing Mode, dispositions · Checked 2026-10-01
44. 44
    Calls to Agent Ratio, Dropped Call Percentage and Call Analysis are not compatible with Five9 Preview dialing mode.

    Preview Dialing Mode · Preview Dialing Mode, features not compatible · Checked 2026-10-01
45. 45
    Because Five9 Preview mode dials only after an agent has the record and does not apply Dropped Call Percentage, the abandon-rate target decision does not shape a Preview campaign the way it shapes Predictive, Progressive or Power campaigns.inferred

    Preview Dialing Mode · Preview Dialing Mode, key characteristics and features not compatible · Checked 2026-10-01
46. 46
    Five9 Preview mode options are unlimited preview time, limited preview time in MM:SS, dial immediately, and switching the agent to Not Ready when the preview time expires.

    Preview Dialing Mode · Preview Dialing Mode, configuration options · Checked 2026-10-01
47. 47
    A Five9 campaign profile can set outbound ANI from a contact field, an ANI Group for local presence, the agent DID (manual and preview calls) or a default outbound ANI, falling back in that order to campaign and domain defaults.

    Selecting ANI Settings · Selecting ANI Settings, outbound call options and priority · Checked 2026-10-01
48. 48
    A Five9 campaign profile is assigned by selecting Advanced Mode and the profile on the campaign General tab, and it takes effect the next time the campaign starts.

    Assigning a Campaign Profile to a Campaign · Assigning a Campaign Profile to a Campaign, steps and note · Checked 2026-10-01
49. 49
    The Five9 campaign profile Number of Attempts counts every dial attempt per phone number including redials, and defaults to five in Basic mode.

    Selecting General Settings for Campaign Profiles · Selecting General Settings for Campaign Profiles, Number of Attempts · Checked 2026-10-01
50. 50
    The Five9 campaign profile Dialing Timeout, how long an unanswered call rings before it is disconnected and logged as No Answer, defaults to 20 seconds, and Five9 states telemarketing requires at least 15 seconds.

    Selecting General Settings for Campaign Profiles · Selecting General Settings for Campaign Profiles, Dialing Timeout · Checked 2026-10-01
51. 51
    A Five9 campaign profile filter allows up to 20 contact field conditions and up to three sort fields, and Five9 does not recommend sorting lists larger than 50,000 records because it slows campaign start and list recycling.

    Filtering and Sorting Lists · Filtering and Sorting Lists, condition grouping, sorting and performance caution · Checked 2026-10-01
52. 52
    For records with several numbers, the Five9 campaign profile selects which of Number1, Number2 and Number3 are dialed and in what order.

    Configuring the List Dialing Mode · Configuring the List Dialing Mode, multiple phone numbers per record · Checked 2026-10-01
53. 53
    A Five9 campaign can have only one campaign profile, while one profile can be shared by several campaigns; the profile is used when the campaign starts in Advanced mode.

    Campaign Profiles · Campaign Profiles, chapter introduction · Checked 2026-10-01
54. 54
    The Five9 campaign profile Dialing Schedule selects which contact numbers to include and their dialing order, with Start At defaulting to 8:00 AM and Stop After to 9:00 PM in the called party's time zone.

    Selecting General Settings for Campaign Profiles · Selecting General Settings for Campaign Profiles, Dialing Schedule · Checked 2026-10-01
55. 55
    Five9 recommends assigning a minimum of 10 active agents to Progressive campaigns to improve dialing consistency.

    Progressive Dialing Mode · Progressive Dialing Mode, staffing recommendation · Checked 2026-10-01
56. 56
    In Progressive mode Five9 dials only when agents are available, adjusts the calls-to-agent ratio automatically from answered and dropped call rates, and gradually reduces the ratio when the maximum dropped call percentage is reached.

    Progressive Dialing Mode · Progressive Dialing Mode, characteristics list · Checked 2026-10-01
57. 57
    Five9 Progressive mode monitors the dropped call percentage over the last 30 days for U.S. domains and the last 24 hours for EU domains.

    Progressive Dialing Mode · Progressive Dialing Mode, monitoring period · Checked 2026-10-01
58. 58
    When Five9 Max Queue Time expires the campaign can abandon the call, play a prompt, or play an IVR script, and the choice affects how abandoned calls are counted.

    Outbound Campaign General Properties · Outbound Campaign General Properties, Action on Max Queue Time Expiration · Checked 2026-10-01
59. 59
    Five9's Minimum Duration Before Redialing, on the campaign Dialing Options tab, sets the interval before a number can be considered for redialing and defaults to 10 minutes.

    Setting Time-Out for Redialing · Setting Time-Out for Redialing, setting description · Checked 2026-10-01
60. 60
    The Five9 dialer skips a number when it falls outside the profile dial window, is blocked by state dialing rules, has reached max redial attempts or an unexpired redial time-out, has a final disposition, is disabled or filtered out by the profile, or is on the DNC list or has a DNC disposition.

    Skipped Numbers or Records · Skipped Numbers or Records, exclusion categories · Checked 2026-10-01
61. 61
    A Five9 outbound campaign runs in Basic mode without a campaign profile using defaults, or in Advanced mode, which requires a campaign profile to be created first.

    Outbound Campaign General Properties · Outbound Campaign General Properties, campaign mode · Checked 2026-10-01
62. 62
    The Five9 Answering Machine system disposition defaults to Do Not Dial with a 120-minute reactivation timer.

    System Dispositions · System Dispositions, table row Answering Machine · Checked 2026-10-01
63. 63
    The Five9 Busy system disposition defaults to a redial type with a 10-minute timer and 5 attempts.

    System Dispositions · System Dispositions, table row Busy · Checked 2026-10-01
64. 64
    The Five9 No Answer and Abandon system dispositions default to redial with no timer.

    System Dispositions · System Dispositions, table rows No Answer and Abandon · Checked 2026-10-01
65. 65
    Five9 TCPA Manual Touch dialing mode is available only in domains enabled for it; contacts are shown to agents but not dialed automatically, and agents must type external numbers by hand.

    TCPA Manual Touch Dialing Mode · TCPA Manual Touch Dialing Mode, opening paragraphs · Checked 2026-10-01
66. 66
    Five9 Training Mode delivers calls to agents without dialing real phone numbers while simulating dialing restrictions and campaign filters, but field mapping and final dispositions do not behave normally in it.

    Outbound Campaign General Properties · Outbound Campaign General Properties, Training Mode · Checked 2026-10-01
67. 67
    Under the FTC Telemarketing Sales Rule an outbound call is abandoned if a person answers and the telemarketer does not connect the call to a sales representative within two seconds of the person's completed greeting.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule), 2025 annual edition · 16 CFR 310.4(b)(1)(iv) · Checked 2026-10-01
68. 68
    The TSR prohibits outbound telemarketing calls outside 8:00 a.m. to 9:00 p.m. local time at the called person's location without prior consent.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule), 2025 annual edition · 16 CFR 310.4(c) · Checked 2026-10-01
69. 69
    The TSR safe harbor requires that, when no sales representative is available within two seconds of the greeting, the seller promptly plays a recorded message stating the seller's name and telephone number, and keeps records establishing compliance.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule), 2025 annual edition · 16 CFR 310.4(b)(4)(iii)-(iv) · Checked 2026-10-01
70. 70
    The TSR safe harbor requires letting an unanswered call ring for at least 15 seconds or four rings before disconnecting.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule), 2025 annual edition · 16 CFR 310.4(b)(4)(ii) · Checked 2026-10-01
71. 71
    The TSR call abandonment safe harbor requires technology that abandons no more than three percent of calls answered by a person, measured per campaign if it runs under 30 days or separately over each successive 30-day period.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule), 2025 annual edition · 16 CFR 310.4(b)(4)(i) · Checked 2026-10-01
72. 72
    Five9 determines a contact's time zone by phone number area code and prefix by default, or by ZIP/postal code (U.S. and Canada only) or the contact record's state, each falling back to area code and prefix; time zones switch automatically between standard and daylight saving time.

    Configuring Time Zone Dialing · Configuring Time Zone Dialing, time zone determination options · Checked 2026-10-01
73. 73
    Five9 can enforce state dialing hours and dates with Follow the restrictions on state dialing hours/dates; state dialing rules do not apply to toll-free numbers and the most restrictive rule applies when several match.

    Configuring Time Zone Dialing · Configuring Time Zone Dialing, state dialing rules and key considerations · Checked 2026-10-01
74. 74
    For a U.S. telemarketing campaign, leaving Five9 Max Queue Time at its one-second default keeps the dialer's hold time inside the two-second abandonment window both the TSR and FCC rules use.inferred

    Outbound Campaign General Properties · Outbound Campaign General Properties, Max Queue Time; read with 16 CFR 310.4(b)(1)(iv) · Checked 2026-10-01
75. 75
    For a U.S. telemarketing campaign, the Five9 Play Prompt action on Max Queue Time expiration is the setting through which the required seller identification message can be delivered to calls that find no agent.inferred

    Outbound Campaign General Properties · Outbound Campaign General Properties, Action on Max Queue Time Expiration; read with 16 CFR 310.4(b)(4)(iii) · Checked 2026-10-01

Documents

Cite this page

WarmTransfer. (2026, October 1). Setting up a Five9 outbound campaign. WarmTransfer. https://warmtransfer.net/guides/five9-outbound-campaign-setup

@misc{warmtransfer-five9-outbound-campaign-setup,
  title  = {Setting up a Five9 outbound campaign},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/five9-outbound-campaign-setup},
  note   = {Verified 2026-10-01}
}