Configuration · guide

Setting up a Five9 inbound campaign

Verified 2026-09-30 · 72 sources · tier 2

For Five9 administrator or implementation engineer configuring an inbound voice campaign.

A Five9 inbound campaign receives customer calls arriving on a DNIS and processes them according to the rules in the campaign's IVR script 19. Setting up the campaign establishes skill routing, call handling rules, schedules, and agent dispositions so that callers reach the right skill group when dialing the assigned number 19 36.

Before you start

Before creating the campaign, confirm that the account has skill groups; users, user profiles, and agent groups; and adjusted system dispositions or created custom dispositions 30. Inbound campaigns require an IVR or Visual IVR script 46.

What changes by situation

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

Where do callers' dialed numbers come from?

How much logic lives in the IVR script?

How are skills mapped to Skill Transfer modules?

Does the campaign behave differently by time of day or date?

Does the campaign run with a campaign profile?

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

Step 1 Confirm the building blocks exist

Do

Verify in the VCC Administrator that your account already has configured skill groups, users and user profiles, and necessary dispositions, or plan to create them before bringing the campaign live 30. Prepare to configure an IVR script, as inbound campaigns require one 46.

Verify

Suggested check: Confirm each required component appears in the VCC Administrator console tree.

Rollback

Suggested rollback: No configuration changes are made in this step.

Step 2 Create the skill groups and assign agents

Each queue point in the script sends to exactly one skill group

Do

In the VCC Administrator, right-click Skills, select Add Skill, enter a name for the skill group, and click OK 49. Open the skill group properties, go to the Users tab, and click Add to assign users 51. Only users with the agent or supervisor role can be assigned, and users who belong to a user profile are not listed 51. For users in a user profile, configure skills through the profile, noting that assigning a user profile overwrites any previously configured roles, permissions, and skills 71.

Verify

Confirm on the skill group's Users tab that the intended agents are listed and each agent's Level reflects the desired priority, where Level 1 is the highest priority 50.

Rollback

Suggested rollback: Remove the assigned users from the Users tab of the skill group properties.

A queue point lists several skill groups, and any agent with any of them may take the call

Do

Right-click Skills, select Add Skill, enter a name, and click OK for each skill group to be pooled 49. Add agents from the Users tab of each skill group's properties, noting that only users with the agent or supervisor role can be assigned, and users in a user profile do not appear there 51. Configure skills for profiled users through their user profile, bearing in mind that assigning a user profile overwrites existing roles, permissions, and skills 71. Note that when multiple skills are pooled in a single Skill Transfer module later, any agent who has one of those skills can receive the call 57, whereas Five9 recommends adding only one queue per module to obtain useful reports 59.

Verify

Verify that each skill group's Users tab lists the planned agents with their assigned Level, where Level 1 is the highest priority 50.

Rollback

Suggested rollback: Remove the assigned users from the Users tab of each pooled skill group.

Step 3 Create custom dispositions

Do

In the Dispositions folder, right-click Custom Dispositions, select Add Disposition, enter a name, and click OK 8. Plan your disposition usage according to whether they are for agents or the IVR: agent dispositions are used when a call is transferred to an agent, whereas IVR dispositions are applied automatically by the system when a call is disconnected during the IVR script so reports can show where in the script the caller disconnected 22.

Verify

Confirm that each new disposition appears under Custom Dispositions with its type defaulting to Final Disposition for Contact Record 8.

Rollback

Suggested rollback: Deselect or do not assign the created dispositions on campaigns or profiles.

Step 4 Create the IVR script

Do

In the navigation pane, right-click IVR Scripts, select Add IVR Script, enter a name, and click OK 42. Open the script in the IVR Script Designer by clicking Edit 42. Follow Five9's guidance to build the flow for a test campaign first and export it to production after testing 48. Do not use an autodial IVR script, as autodial IVR scripts and inbound campaign IVR scripts are not compatible 4.

Verify

Confirm the script opens in the IVR Script Designer and displays the default Incoming Call module 42.

Rollback

Suggested rollback: In the script properties General tab, verify that Associated Campaigns shows no campaigns using the script, then delete the unused script.

Step 5 Build the call flow

Play a greeting and queue every caller the same way

Do

From the modules toolbar, drag a Play module and a Skill Transfer module into the work area and connect them in sequence after the Incoming Call module using connector ports 12. The Skill Transfer module transfers calls to skill groups and configures the queue; once the call transfers to an agent, the IVR script is complete 62. If uploading an audio prompt for the Play module, ensure the file uses WAVE audio, ITU G.711 mu-law, mono, 8000 Hz 69.

Verify

Check that the work area shows Incoming Call, Play, and Skill Transfer connected in sequence through their connector ports 12.

Rollback

In the IVR Script Designer, select Actions > Import to overwrite the current script data with an earlier exported file 43.

Ask the caller to choose, and branch to a different queue per choice

Do

WarmTransfer's reading of the sources is that finer skill design pushes more routing logic earlier into the IVR script 24. Connect a Play module after Incoming Call, then connect a Get Digits module with Maximum Number of Digits set to 1, followed by a Case module evaluating the BUFFER variable with one Equals branch per digit and a No Match branch 21. Connect a Skill Transfer module to each digit branch 21. Bound the No Match branch with an INTEGER variable initialized to 5, an If/Else module that hangs up when the variable is less than 1, and a Set Variable module that subtracts 1 and loops back to the Play module so five consecutive invalid entries disconnect the call 20. Set the script property Max time in IVR to prevent unintended infinite loops from keeping calls in the IVR indefinitely 25. Ensure uploaded prompts use WAVE audio, ITU G.711 mu-law, mono, 8000 Hz 69.

Verify

Confirm that the Case module has an Equals branch for each menu option leading to its respective Skill Transfer module, and that the No Match branch routes through the loop guard 20 21.

Rollback

In the IVR Script Designer, select Actions > Import to overwrite the current script data with an earlier exported file 43.

Step 6 Configure each Skill Transfer module

Each queue point in the script sends to exactly one skill group

Do

On the Skills tab of each Skill Transfer module, add exactly one queue, as Five9 recommends one queue per module to obtain useful reports 59. Do not leave the Skills tab empty, because calls route to users not assigned to a queue if no queue is selected 58. On the General tab, configure Max Queue Time for the three agent-availability conditions (agents available in queue but not answering; agents in queue but on call; no agents in queue because not ready or logged out), which each default to 10 minutes 56. Select a Distribution Algorithm (Longest Wait - All Calls, Longest Wait - Non-Manual, Round Robin, Min Calls Handled, or Min Handle Time), and select a 24-hour Time Frame if using an interval-based algorithm 54. Configure whether calls transfer to a skill or personal voicemail box upon queue timeout expiration or caller digit entry 63. Connect the module's error branch, which is entered on transfer errors or unresolved queue timeouts, because the call continues through normal flow if the error branch is not connected 55. If two modules route to the same queue and one branch requires higher precedence, raise that module's Priority setting on the Priority tab, as a higher Priority setting routes all of its calls before calls from the other module 61.

Verify

Verify that the Skills tab lists exactly one queue 59 and the Dispositions tab shows the desired disposition for caller disconnects in queue, which defaults to Abandon 52.

Rollback

In the designer, select Actions > Import to restore the previous script configuration 43.

A queue point lists several skill groups, and any agent with any of them may take the call

Do

On the Skills tab of the Skill Transfer module, add each pooled queue and prioritize the list as needed 59. Any agent who has one of the listed skills can receive calls from the module 57. Do not leave the Skills tab empty, as calls route to users not assigned to a queue if no queue is selected 58. On the General tab, configure Max Queue Time across all three agent-availability conditions 56, select a Distribution Algorithm 54, and configure transfer to a voicemail box upon queue timeout expiration if desired 63. Connect the module's error branch to handle transfer errors and unresolved queue timeouts 55.

Verify

Verify that the module's Skills tab lists every pooled queue in the planned priority order 59, and check the Dispositions tab for the in-queue hangup disposition 52.

Rollback

In the designer, select Actions > Import to restore the previous script configuration 43.

Step 7 Save, validate, and back up the script

Do

In the IVR Script Designer, select Actions > Save; this validates the script, and all reported errors must be resolved before it will save 47. Export a copy using Actions > Export, which saves a file with the extension five9ivr 43, or archive the script along with all subscripts and user prompts using Actions > Backup 41. Note that if a campaign using this script is already running, saving script updates causes new calls to immediately use the updated script 45.

Verify

Verify that Actions > Save completes without returning an error message 47.

Rollback

Restore the script, subscripts, and user prompts from the backup zip file by selecting Actions > Restore 41.

Step 8 Create the campaign and set voice lines

Do

In the VCC Administrator, right-click Campaigns, select Add Campaign, enter a name, click OK, select the campaign type Inbound, and click Create Campaign 7. Open campaign properties by double-clicking the campaign or right-clicking and selecting View Properties 28. On the General tab, set the number of voice lines, which defines the maximum number of simultaneous calls the campaign can accept 72. The maximum number of lines defaults to 1, which limits the campaign to one call at a time, and callers receive a busy signal once the limit is reached 23. Increase the setting up to the total number of lines assigned to the account 23. Optionally set an after-call work maximum time limit, an automatic disposition for expired limits, and a Not Ready state with a reason code 1.

Verify

Confirm the campaign appears in the Campaign folder 7 and the voice lines value on the General tab reflects your intended concurrency rather than the default of 1 23.

Rollback

Suggested rollback: Keep the campaign in a Not Running status so it does not answer calls.

Step 9 Assign the DNIS

The number callers dial is already a Five9 number on our account

Do

In Campaign Properties, open the DNIS tab and click Add to view available numbers assigned to the account 14. Select one or more numbers, click OK, and click Save or Apply 14. You do not need to stop the campaign to add numbers 15. Note that a DNIS number must already be assigned to the account to be added 18, and numbers already assigned to other inbound campaigns will not appear 14.

Verify

Verify that the selected phone numbers appear in the list on the DNIS tab 14.

Rollback

On the DNIS tab, select the numbers, click Remove, click Yes, and click Save or Apply 17. The campaign does not need to be stopped to remove numbers 15.

We own a toll-free number at another carrier and want its calls to reach Five9

Do

Have your carrier forward calls from your customer-owned toll-free number to a DID number provided by Five9, and add that DID to the campaign 67. On the campaign's DNIS tab, click Add, select one or more numbers, click OK, and click Save or Apply 14. Alternatively, move toll-free numbers directly to Five9 through the RESPORG process by contacting your account manager 67.

Verify

Verify that the assigned number appears on the campaign's DNIS tab 14.

Rollback

Select the numbers on the DNIS tab, click Remove, click Yes, and click Save or Apply 17. Suggested rollback: Contact the carrier to remove the forwarding rule pointing to the destination number.

Step 10 Schedule the IVR script

One script, all day, every day

Do

On the campaign's IVR tab, select the default schedule and click Edit 11. Select your IVR script, click OK, and click Save or Apply 11. The default IVR schedule is active 24 hours a day, seven days a week; its days and times cannot be modified and it cannot be deleted 10.

Verify

Confirm that the default schedule displays the selected script on the IVR tab 11, and verify on the script's properties General tab that the campaign is listed under Associated Campaigns 44.

Rollback

Select the default schedule on the IVR tab, click Edit, select the previous IVR script, and click OK followed by Save or Apply 11.

A business-hours script and a different script outside those hours (or on specific dates)

Do

On the campaign's IVR tab, select the default schedule, click Edit, select your off-hours script, and click OK, then Save or Apply 11. The default schedule runs whenever no custom schedule covers a given time 9. Next, click Add on the IVR tab, enter a rule name, choose the business-hours script, and configure its days and times using days of the week, a specific date, a date range, all day long, or a time interval 37. If combining a date range with a time range, create a separate schedule for each day, because otherwise the time range applies across every day of the date range 38. Arrange the list carefully: when schedules overlap, rules higher in the list take priority over those below 39.

Verify

Confirm that the IVR tab lists the custom rule above the default schedule with the appropriate script assigned to each 39.

Rollback

Select the custom schedule rule on the IVR tab, click Remove, click OK, and click Save or Apply 40. The default schedule will remain active and cannot be deleted 10.

Step 11 Configure dispositions and campaign start mode

Default campaign settings are enough; dispositions are assigned on the campaign

Do

Open campaign properties and navigate to the Dispositions tab 6. Click Add, select the dispositions agents should use when processing calls, click OK, and click Apply or Save 6. Ensure the General tab is set to Basic Mode, which operates the campaign using default campaign settings 64.

Verify

Verify that the Call Dispositions table on the Dispositions tab lists the intended dispositions 6.

Rollback

Suggested rollback: Deselect or remove unneeded dispositions from the campaign's Dispositions tab and click Save.

We want a campaign profile (for example grouped dispositions or an initial call priority)

Do

Right-click Campaign Profiles in the navigation pane, select Add Profile, enter a name, and click OK 32. In the profile properties, use Add Group and Add Disposition to assign and organize dispositions, and use Up and Down to reorder them 33. Five9 recommends assigning a given disposition either in the profile or on the campaign, but not both, because a disposition present in both appears at the top of the agent's list rather than inside its profile group 13. Open your campaign's properties, select Advanced Mode on the General tab, select the campaign profile from the list, and click Apply or Save 31. Only one profile can be associated with a campaign, though a single profile can be used across multiple campaigns 35.

Verify

Verify that the General tab displays Advanced Mode with the campaign profile selected 31. Note that campaign profile changes take effect the next time the campaign starts 31.

Rollback

In campaign properties on the General tab, switch from Advanced Mode to Basic Mode and click Apply or Save to run without the campaign profile 31.

Step 12 Start the campaign and test call flow

Do

In the Campaigns folder, right-click the campaign and select Start 65. Ensure at least one agent holding the target skill is logged in and ready, then place a test call by dialing the phone number configured on the DNIS tab 36. A running inbound campaign answers and executes its IVR script when that number is dialed 36.

Verify

Confirm that the campaign status in the VCC Administrator console changes to Running 65. If callers hear a busy signal, verify that the campaign is running and the correct number is selected on the DNIS tab 68. If a second caller receives a busy signal while the first is connected, check the voice lines maximum setting on the General tab 23. If a call disconnects, verify that prompts use WAVE audio, ITU G.711 mu-law, mono, 8000 Hz, or re-add the prompt in the Play module 69. If callers reach the wrong skill, agent, or greeting, check the IVR schedule tab, verify that the correct skills are associated with the script, and ensure agents are logged in and ready 70.

Rollback

Right-click the campaign and select Stop , then click Yes to allow active interactions to finish without accepting new ones 66. To disconnect active calls immediately, select Force to stop 66. While stopped, the campaign status displays Not Running and callers hear a busy signal 27 66.

Step 13 Promote the script to production

Do

If the flow was developed against a test campaign, export the tested IVR script using Actions > Export and import it into your production script using Actions > Import 43 48. In the production script designer, select Actions > Backup to save an archive of the script, its subscripts, and user prompts 41. Note that importing overwrites existing data in the open script 43, and any saved change is immediately picked up by new calls on running campaigns 45.

Verify

Confirm that Actions > Save completes without validation errors 47, and place a test call to the production DNIS to confirm the running campaign answers and routes the call 36.

Rollback

In the IVR Script Designer, select Actions > Restore to restore the prior script state from the backup archive 41.

Applicability

Autodial IVR scripts cannot be used in inbound campaigns 4. Applies to: Five9 Virtual Contact Center. Deployments: cloud. Sources checked 2026-09-30. Specific edition, region, or software release boundary numbers are not covered by the sources below.

What remains uncertain

Whether the VCC Administrator application interface matches Five9's newer web-based Admin Console for these tasks is not covered by the sources below. Deleting skill groups, dispositions, and campaigns is not covered by the sources below. The interaction between skills assigned on an inbound campaign's own Skills tab and the skill groups referenced within an IVR script's Skill Transfer module is not covered by the sources below.

Sources

1
Inbound campaign general properties let an administrator set an after-call work maximum time limit, a disposition assigned automatically when the limit is reached, and optionally a Not Ready state with a reason code for the agent.
Inbound Campaigns General Properties · Setting After-Call Work Time Limits and Actions · Checked 2026-09-30
2
The Skill Transfer Module reference page states that up to fifteen in-queue announcement recordings can be enabled on the Announcements tab.disputed
Skill Transfer Module · Announcements Tab · Checked 2026-09-30
3
The 'Creating an IVR Script' worked example states that up to five announcement messages can be added on the Skill Transfer Announcements tab.disputed
Creating an IVR Script (IVR Examples) · Configuring the Sales Branch, step 9 · Checked 2026-09-30
4
Autodial IVR scripts are not compatible with standard inbound campaign IVR scripts: an autodial IVR cannot be used in an inbound campaign and an inbound IVR cannot be used in autodial.
Exporting and Importing IVR Scripts · Exporting and Importing IVR Scripts, third paragraph · Checked 2026-09-30
5
The Skill Transfer Module page states that a call's base priority is 10 by default, or the Initial Call Priority set in the associated campaign profile, so a call in a campaign with no profile and an unaltered module has priority 20.disputed
Skill Transfer Module · Priority Tab, base priority paragraph and Note · Checked 2026-09-30
6
The dispositions listed in the Call Dispositions table of a campaign's Dispositions tab are the ones available to agents when processing that campaign's calls; they are added with Add in the tab, selecting one or more dispositions, OK, then Apply or Save.
Configuring Dispositions · Configuring Dispositions, first paragraph · Checked 2026-09-30
7
To create a campaign in the VCC Administrator, right-click Campaigns and select Add Campaign, enter a name and click OK, select the campaign type (Outbound, Inbound or Autodial), and click Create Campaign; the new campaign is added to the Campaign folder.
Creating Campaigns · Creating Campaigns, steps 1-4 · Checked 2026-09-30
8
A custom disposition is created by right-clicking Custom Dispositions in the Dispositions folder, selecting Add Disposition, naming it and clicking OK; a new disposition's type defaults to Final Disposition for Contact Record.
Adding Custom Dispositions · Creating Custom Dispositions, steps 1-4 · Checked 2026-09-30
9
The default IVR schedule is used while the campaign is running unless a higher-priority IVR schedule exists; when no custom schedule covers a given time, the default schedule and its script are used, so an off-hours script can sit on the default schedule.
Managing IVR Script Schedules for Autodial and Inbound Campaigns · Default Schedule; Creating IVR Schedule Rules, step 4 · Checked 2026-09-30
10
A newly created campaign contains a default IVR schedule that is active seven days a week, 24 hours a day; a script can be added to it, but its days and times cannot be modified and it cannot be deleted.
Managing IVR Script Schedules for Autodial and Inbound Campaigns · Default Schedule · Checked 2026-09-30
11
On the campaign's IVR tab the default schedule is changed by selecting it and clicking Edit, and the only thing that can be edited on the default schedule is its IVR script; changes take effect after OK and Save or Apply.
Managing IVR Script Schedules for Autodial and Inbound Campaigns · Creating IVR Schedule Rules, step 1; Editing IVR Schedule Rules · Checked 2026-09-30
12
In the IVR Script Designer, modules are dragged from the modules toolbar to the work area and connected through connector ports; most modules also have an optional exception port, and if no action is specified for an exception it is ignored and the main exit is used.
IVR Script Designer · IVR Script Designer, interface components and exception port paragraphs · Checked 2026-09-30
13
Five9 recommends assigning a given disposition either in the campaign profile or in the campaign, but not both; a disposition that is in a profile group and also assigned to the campaign appears at the top of the agent's list rather than inside its group.
Configuring Dispositions · Configuring Dispositions, Note · Checked 2026-09-30
14
To associate DNIS with an inbound campaign: open the DNIS tab in Campaign Properties, click Add to list the available numbers assigned to the account, select one or more numbers, click OK, then click Save or Apply; numbers already assigned to other inbound campaigns do not appear in the list.
Configuring DNIS for Inbound Campaigns (Campaign Admin) · Associating DNIS to an Inbound Campaign, steps 1-5 · Checked 2026-09-30
15
A campaign does not need to be stopped before DNIS numbers are added to it or removed from it.
Configuring DNIS for Inbound Campaigns (Campaign Admin) · Associating DNIS to an Inbound Campaign; Removing DNIS from an Inbound Campaign · Checked 2026-09-30
16
A campaign can have multiple inbound numbers, but a given number may be assigned to only one campaign.
Configuring DNIS for Inbound Campaigns (Campaign Admin) · Associating DNIS to an Inbound Campaign, first paragraph · Checked 2026-09-30
17
To remove DNIS from an inbound campaign, select the numbers on the DNIS tab, click Remove, click Yes, then click Save or Apply.
Configuring DNIS for Inbound Campaigns (Campaign Admin) · Removing DNIS from an Inbound Campaign, steps 1-4 · Checked 2026-09-30
18
The DNIS tab of campaign properties associates one or multiple phone numbers with the campaign, and a DNIS number must already be assigned to the Five9 account before it can be added to a campaign.
Configuring DNIS for Inbound Campaigns (Campaign Admin) · Configuring DNIS for Inbound Campaigns, introduction · Checked 2026-09-30
19
A Five9 inbound campaign receives customer calls arriving on a DNIS and processes them according to the rules in the campaign's IVR script.
Inbound Campaigns (Campaign Admin) · Inbound Campaigns, first paragraph · Checked 2026-09-30
20
In Five9's worked example the No Match branch is bounded by an INTEGER variable initialised to 5, an If/Else module that hangs up when the variable is less than 1, and a Set Variable module that subtracts 1 and returns to the Play module, so five consecutive invalid entries disconnect the call.
Creating an IVR Script (IVR Examples) · Configuring the No Match Branch; Adding and Configuring the If/Else Module; ...the Set Variable Module; Linking From the If/Else Set Variables Modules · Checked 2026-09-30
21
Five9's worked menu example chains a Play module (greeting prompt), a Get Digits module with Maximum Number of Digits set to 1, and a Case module on the BUFFER variable with a branch per digit (Equals 1, Equals 2) plus the default No Match branch, with one Skill Transfer module connected to each digit branch.
Creating an IVR Script (IVR Examples) · Adding and Configuring the Play Module; ...the Get Digits Module; Routing Users to Skill Groups; Configuring the Sales Branch · Checked 2026-09-30
22
Agent dispositions are used when a call is transferred to an agent, while IVR dispositions are applied automatically by the system when a call is disconnected during the IVR script and let reports show where in the script the caller was disconnected.
Selecting Dispositions · Selecting Dispositions, bulleted list · Checked 2026-09-30
23
The maximum number of lines on an inbound campaign defaults to 1, which limits the campaign to one call at a time; once the maximum is reached further callers receive a busy signal, and the setting can be raised on the General tab up to the total number of lines assigned to the account.
Troubleshooting Inbound Campaigns · Campaign accepts only one caller at a time > Check the maximum number of lines · Checked 2026-09-30
24
Because Five9 recommends one queue per Skill Transfer module for reporting while a multi-skill module lets any agent with any listed skill take the call, keeping per-skill reporting requires the routing choice to be made earlier in the IVR script (for example a menu and Case branch per skill), so finer skill design pushes more logic into the script.inferred
Skill Transfer Module · Skill Transfer Module, introduction; Skills Tab · Checked 2026-09-30
25
The IVR script property Max time in IVR exists to prevent unintended infinite loops in a script from keeping calls in the IVR indefinitely.
IVR Script Designer · Script Menu > Default Properties > Max time in IVR · Checked 2026-09-30
26
If no skills are added to a campaign, its interactions are assigned to any available agent.
Configuring Skills for Campaigns · Configuring Skills for Campaigns, Important note · Checked 2026-09-30
27
An inbound campaign must be running to answer inbound calls; when it is not running, callers hear a busy signal.
Inbound Campaigns (Campaign Admin) · Inbound Campaigns, final paragraph · Checked 2026-09-30
28
Campaign properties are opened by right-clicking the campaign name and selecting View Properties, or by double-clicking the campaign name in the list.
Creating Campaigns · Creating Campaigns, step 5 · Checked 2026-09-30
29
To let agents associate manual calls with an inbound campaign, a skill group is added on the campaign's Outbound Skills tab; members of that skill group can then associate manual calls with the campaign.
Configuring Skills for Campaigns · Outbound Skills for Inbound and Autodial Campaigns · Checked 2026-09-30
30
Five9 lists these components to prepare before creating an inbound campaign: skill groups; users, user profiles and agent groups; and adjusted system dispositions or created custom dispositions.
Creating Campaigns · Creating Campaigns, requirements table, Inbound row · Checked 2026-09-30
31
A campaign profile is assigned by opening the campaign's properties, selecting Advanced Mode on the General tab, selecting the profile, and clicking Apply or Save; the profile is applied the next time the campaign is started, and starting in Basic mode runs the campaign without a profile.
Assigning a Campaign Profile to a Campaign · Assigning a Campaign Profile to a Campaign, steps 1-4 and closing paragraph · Checked 2026-09-30
32
A campaign profile is created by right-clicking Campaign Profiles, selecting Add Profile, entering a name and clicking OK; it is added to the list with default properties.
Creating Campaign Profiles · Creating Profiles, steps 1-3 · Checked 2026-09-30
33
In a campaign profile, dispositions can be assigned and grouped with Add Group and Add Disposition and reordered with Up and Down; in the agent application, dispositions assigned in the campaign are listed first (alphabetically, uppercase before lowercase), followed by the profile's dispositions and groups in the profile's order.
Configuring and Grouping Dispositions · Configuring and Grouping Dispositions, instructions and ordering list · Checked 2026-09-30
34
The campaign profile General settings page states that inbound calls have a default Initial Call Priority of 60 on a scale of 1 to 100, and that higher-priority calls are answered first regardless of queue time.disputed
Selecting General Settings for Campaign Profiles · Initial Call Priority (inbound or outbound) · Checked 2026-09-30
35
Campaign profiles can be created for inbound, outbound and autodial campaigns; only one profile can be associated with a campaign, one profile can be used by more than one campaign at the same time, and a profile is used when the campaign is started in Advanced mode.
Campaign Profiles · Campaign Profiles, first and second paragraphs · Checked 2026-09-30
36
A running inbound campaign answers and follows its IVR script when the phone number selected in the DNIS tab is dialed.
Starting Campaigns · Starting Campaigns, third paragraph · Checked 2026-09-30
37
A custom IVR schedule rule is added on the IVR tab of campaign properties with Add, a rule name, and days and times chosen from days of the week, a specific date, a date range, all day long, or a time interval.
Scheduling IVR Scripts in Campaign Properties · Scheduling IVR Scripts in Campaign Properties, steps 2-5 · Checked 2026-09-30
38
To combine a date range with a time range in IVR schedules, a separate schedule must be created for each day; otherwise the time range is applied on every day of the date range.
Managing IVR Script Schedules for Autodial and Inbound Campaigns · Creating IVR Schedule Rules, step 2, Important note · Checked 2026-09-30
39
When IVR schedules overlap in time or day, schedules higher in the campaign's schedule list take priority over those below.
Managing IVR Script Schedules for Autodial and Inbound Campaigns · Creating IVR Schedule Rules, step 4 · Checked 2026-09-30
40
Custom IVR schedule rules are deleted by selecting them, clicking Remove, then OK and Save or Apply.
Managing IVR Script Schedules for Autodial and Inbound Campaigns · Deleting IVR Schedule Rules · Checked 2026-09-30
41
Actions > Backup in the IVR script builder exports an IVR script with all its subscripts and user prompts as an archive (system prompts are not included), and Actions > Restore restores from that zip file.
Exporting and Importing IVR Scripts · Backing Up IVR Scripts; Restoring IVR Scripts · Checked 2026-09-30
42
An IVR script is created by right-clicking IVR Scripts in the navigation pane, selecting Add IVR Script, entering a name and clicking OK; the script is then opened in the IVR Script Designer with Edit, where it contains an Incoming Call module by default.
Creating an IVR Script (IVR Examples) · Steps to Create an IVR Script, steps 1-7 · Checked 2026-09-30
43
IVR scripts are exported with Actions > Export to a file with the extension five9ivr and imported with Actions > Import; importing overwrites the existing data in the script being edited.
Exporting and Importing IVR Scripts · Exporting IVR Scripts; Importing IVR Scripts · Checked 2026-09-30
44
The IVR script properties General tab lists Associated Campaigns that use the script, and a script cannot be removed while any campaign is using it.
IVR Script Designer · Script Menu > Default Properties > Associated Campaigns · Checked 2026-09-30
45
If IVR script changes are saved while the associated campaigns are running, new calls use the updated script.
Updating IVR Scripts · Updating IVR Scripts, introduction · Checked 2026-09-30
46
IVR schedules associate IVR and Visual IVR scripts with one or more campaigns, and these scripts are required for inbound campaigns.
Managing IVR Script Schedules for Autodial and Inbound Campaigns · Managing IVR Script Schedules for Autodial and Inbound Campaigns, introduction · Checked 2026-09-30
47
Actions > Save in the IVR Script Designer validates the script: if errors exist an error message is shown, and all errors must be fixed before the script can be saved.
Updating IVR Scripts · Updating IVR Scripts, step 3 and following paragraph · Checked 2026-09-30
48
Five9's guidance is to plan the IVR flow first, build the flow for a test campaign, and after testing use the export function to add it to the production campaign.
Creating IVR Scripts · Creating IVR Scripts, introduction · Checked 2026-09-30
49
A skill group is added in the VCC Administrator by right-clicking Skills, selecting Add Skill, naming the skill group and clicking OK.
Managing Skill Groups · Adding Skill Groups, steps 1-3 · Checked 2026-09-30
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Within a skill group, a user's Level determines that agent's priority in receiving calls sent to the skill group, and Level 1 is the highest priority.
Managing Skill Group Users · Adding Users to Skills, step 6 · Checked 2026-09-30
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Users are added to a skill group from the Users tab of the skill group properties with Add; only users with the agent or supervisor role can be assigned to skill groups, and only users who do not belong to a user profile are listed there.
Managing Skill Group Users · Assigning Users to Skill Groups; Adding Users to Skills, steps 1-5 · Checked 2026-09-30
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The default disposition on the Skill Transfer module's Dispositions tab is Abandon, which the worked example describes as the disposition applied if the caller hangs up.
Skill Transfer Module · Dispositions Tab · Checked 2026-09-30
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Skill Transfer in-queue announcements play until an agent answers, the queue timeout expires, the caller enters the termination digit, or the call transfers to voicemail; with music on hold enabled, the default music plays between recordings.
Skill Transfer Module · Announcements Tab; Enable music on hold · Checked 2026-09-30
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The Skill Transfer module's Distribution Algorithm options are Longest Wait - All Calls, Longest Wait - Non-Manual, Round Robin, Min Calls Handled and Min Handle Time, and Five9 recommends a 24-hour Time Frame for the interval-based algorithms.
Skill Transfer Module · General Tab > Distribution Algorithm; Time Frame · Checked 2026-09-30
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The Skill Transfer module's error branch is entered when a transfer error occurs, including an unresolved queue timeout, or when a variable in the module's settings cannot be resolved; if the error branch is not connected, the call continues through the normal flow.
Skill Transfer Module · Skill Transfer Module, introduction (error branch) · Checked 2026-09-30
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Skill Transfer Max Queue Time is set separately for three conditions (agents available in queue but not answering; agents in queue but on call; no agents in queue because not ready or logged out), defaults to 10 minutes for each, and has a maximum of 999 minutes 99 seconds.
Skill Transfer Module · General Tab > Max Queue Time · Checked 2026-09-30
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When multiple skills are added to one Skill Transfer module, any agent who has one of those skills can receive calls from the module.
Skill Transfer Module · Skill Transfer Module, introduction · Checked 2026-09-30
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If no queue is selected on a Skill Transfer module's Skills tab, calls route to users not assigned to a queue; and if a variable on that tab contains the name of an invalid queue, the call will not transfer.
Skill Transfer Module · Skills Tab · Checked 2026-09-30
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To obtain useful reports, Five9 recommends adding only one queue (skill) in each Skill Transfer module; the Skills tab accepts queues by name or variables holding a queue name, and the list can be prioritized.
Skill Transfer Module · Skills Tab · Checked 2026-09-30
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The Skill Transfer Priority tab raises or lowers a call's base priority; calls with higher priority are answered first, the resulting value must stay within 1 to 100, and the module's default setting is Increase By 10.
Skill Transfer Module · Priority Tab · Checked 2026-09-30
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When two Skill Transfer modules route to the same queue, calls are prioritized by wait time if both keep default priority, but if one module has a higher Priority setting all of its calls are routed to the queue before any calls from the other module.
Skill Transfer Module · Priority Tab, multiple-module example · Checked 2026-09-30
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The IVR Skill Transfer module transfers calls to skill groups and configures the queue according to agent availability; once the call transfers to an agent, the IVR script is complete.
Skill Transfer Module · Skill Transfer Module, introduction · Checked 2026-09-30
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A Skill Transfer module can transfer calls to a skill or personal voicemail box when the maximum queue time expires or when the caller presses a configured digit.
Skill Transfer Module · General Tab > On queue timeout expiration; On digit receiving; Voicemail Box · Checked 2026-09-30
64
An inbound campaign starts in one of two modes: Basic Mode, which uses the default campaign settings, or Advanced Mode, in which additional campaign settings are defined by a campaign profile.
Inbound Campaigns General Properties · Choosing the Campaign Start Mode · Checked 2026-09-30
65
A campaign is started by right-clicking it in the Campaigns folder and selecting Start <campaign name>; in the main pane of the VCC Administrator's console the campaign status changes to Running.
Starting Campaigns · Starting a Selected Campaign · Checked 2026-09-30
66
Stopping a campaign normally (right-click > Stop <campaign name> > Yes) lets active interactions finish and begins no new ones, while Force <campaign name> to stop disconnects all active calls; in both cases the status changes to Not Running.
Stopping a Campaign · Stopping a Campaign Normally; Stopping a Campaign Immediately · Checked 2026-09-30
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For toll-free numbers the customer owns, Five9 says to have the carrier forward calls to a DID number provided by Five9 and add that DID to the campaign, or alternatively to move the toll-free numbers to Five9 through the RESPORG process by contacting the account manager.
Configuring DNIS for Inbound Campaigns (Campaign Admin) · Forwarding Calls to a Five9 Inbound Campaign · Checked 2026-09-30
68
For a busy signal when calling an inbound campaign, Five9's troubleshooting checks are whether the campaign is running and whether the correct number is selected on the DNIS tab of Campaign Properties.
Troubleshooting Inbound Campaigns · Busy signal when calling an inbound campaign · Checked 2026-09-30
69
For calls that disconnect when dialing an inbound campaign, Five9 says to confirm an uploaded greeting is in the supported format for new files (WAVE audio, ITU G.711 mu-law, mono, 8000 Hz) and, if a prompt was updated, to remove and re-add it in the Play module's Prompt tab.
Troubleshooting Inbound Campaigns · Call disconnected when dialing an inbound campaign · Checked 2026-09-30
70
When callers are not directed to the correct skill group, agent or greeting, Five9's troubleshooting checks are to review the IVR routing on the campaign's IVR tab, verify in the IVR script's properties that the correct skills are associated with the script, and confirm agents are logged in and ready.
Troubleshooting Inbound Campaigns · Customers are not being directed to the correct skill group, agent, greeting, and so on · Checked 2026-09-30
71
User profiles bundle roles, permissions and skills for groups of users, and assigning a user profile overwrites any previously configured roles, permissions and skills for those users.
Defining User Profiles · Defining User Profiles, introduction and profile-assignment note · Checked 2026-09-30
72
The number-of-voice-lines setting in an inbound campaign's general properties is the number of inbound lines or ports allocated to the campaign, that is, the maximum number of simultaneous calls that can be made to it.
Inbound Campaigns General Properties · Defining Inbound Line Resources > Setting the Number of Voice Lines · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up a Five9 inbound campaign. WarmTransfer. https://warmtransfer.net/guides/five9-inbound-campaign-setup

BibTeX

@misc{warmtransfer-five9-inbound-campaign-setup,
  title  = {Setting up a Five9 inbound campaign},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/five9-inbound-campaign-setup},
  note   = {Verified 2026-09-30}
}

Setting up a Five9 inbound campaign

Before you start

What changes by situation

Step 1 Confirm the building blocks exist

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Step 2 Create the skill groups and assign agents

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Step 3 Create custom dispositions

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Step 4 Create the IVR script

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Step 5 Build the call flow

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Step 6 Configure each Skill Transfer module

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Step 7 Save, validate, and back up the script

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Step 8 Create the campaign and set voice lines

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Step 9 Assign the DNIS

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Step 10 Schedule the IVR script

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Step 11 Configure dispositions and campaign start mode

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Step 12 Start the campaign and test call flow

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Step 13 Promote the script to production

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See also

Applicability

What remains uncertain

See also

Referenced by

What you need from this guide

Sources