Five9 routing and campaign model

See also

Sources

1. 1
   Five9 outbound campaigns measure the abandon rate over a rolling 30 days in US domains and over 24 hours in UK domains.

   Default Campaign Settings · Default Campaign Settings (note on U.S. and European domains) · Checked 2026-09-24
2. 2
   Five9 offers five ACD distribution algorithms for choosing the next agent: Longest Wait (All Calls), Longest Wait (Non-Manual), Round Robin, Min Calls Handled and Min Handle Time.

   Skill Transfer Module · General Tab (Distribution Algorithm) · Checked 2026-09-24
3. 3
   The Five9 dialer keeps agents loaded before it applies campaign priority and ratio, so lower-priority campaigns may still place calls.

   Combining Campaign Priority and Ratio · Combining Campaign Priority and Ratio (page body) · Checked 2026-09-24
4. 4
   When Five9 detects an answering machine, it can abandon the call without a message, play a prompt, or run an IVR script (Advanced).

   Configuring Call Analysis for Outbound and Autodial Campaigns · Action on Answering Machine · Checked 2026-09-24
5. 5
   Five9 documents five kinds of autodial campaign: Basic Autodial, Smart Autodial Survey, Automated Message Delivery, Agent Linkback and Voicemail Response Recording.

   Types of Autodial Campaigns · Types of Autodial Campaigns (list) · Checked 2026-09-24
6. 6
   Per Five9's feature summary, the list dialing mode, calls-to-agent ratio, abandoned-call percentage monitoring, call analysis, Action on Answering Machine and Action on Max Queue Time apply to Predictive, Power and Progressive modes, not to Preview or TCPA Manual Touch.

   Summary of Dialing Mode Features · Summary of Dialing Mode Features table (rows: List Dialing Mode; Call(s) to Agent Ratio; Abandoned Call % Monitoring; Call Analysis; Action on Answering Machine; Action on Max Queue Time) · Checked 2026-09-24
7. 7
   Five9 call analysis defaults to No Call Analysis, which sends every connected call to agents. The other options are Fax Detection Only and Fax and Answering Machine detection.

   Configuring Call Analysis for Outbound and Autodial Campaigns · Configuring Call Analysis for Outbound and Autodial Campaigns (call analysis options) · Checked 2026-09-24
8. 8
   Five9 campaign priority can be set from 1 to 99 and defaults to 3. Lower numbers mean higher priority, so a priority-1 campaign is dialed before a priority-3 campaign.

   Configuring Campaign Priority · Configuring Campaign Priority (page body and example) · Checked 2026-09-24
9. 9
   Five9 campaign ratio can be set from 1 to 99 and defaults to 50 when enabled. Ratio changes take effect immediately.

   Configuring Campaign Ratio · Configuring Campaign Ratio (page body) · Checked 2026-09-24
10. 10
    When priority and ratio are combined, Five9 splits calls among campaigns of equal priority by their ratios. Lower-priority campaigns dial only when the higher-priority ones cannot generate enough traffic.

    Combining Campaign Priority and Ratio · Combining Campaign Priority and Ratio (example table A to D) · Checked 2026-09-24
11. 11
    Five9 sets default values for these outbound campaign fields: Max Queue Time, Show 'Out of Numbers' Alert, Monitor Abandoned Call Percentage, Max Abandoned Call Percentage, Call Analysis, Voice Detection level and Action on Max Queue Time Expiration.

    Default Campaign Settings · Default Campaign Settings (field list) · Checked 2026-09-24
12. 12
    Five9 recommends turning off abandoned-call monitoring and the calls-to-agent ratio option when a Power or Progressive campaign uses call analysis for fax, answering-machine or call-screening detection.

    Power Dialing Mode · Using Call Analysis to Detect Fax, Answering Machines, and Call Screening · Checked 2026-09-24
13. 13
    Five9 applies the DNC list to every campaign by default. The option to ignore the DNC list for a campaign is not enabled on domains by default.

    Outbound Campaign General Properties · Ignoring the DNC List for a Campaign · Checked 2026-09-24
14. 14
    An Extended Dialing Strategy allows up to 20 strategies per campaign. The default strategy always exists and cannot be deleted.

    Processing Dialing Lists with an Extended Dialing Strategy · Defining the Extended Dialing Strategy; Strategy Properties General Settings · Checked 2026-09-24
15. 15
    Under 47 CFR 64.1200(a)(7), a telemarketer may not abandon 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 · 47 CFR 64.1200(a)(7) · Checked 2026-09-24
16. 16
    Under 47 CFR 64.1200(a)(7), a call is abandoned if it is not connected to a live sales representative within two seconds of the called person's completed greeting.

    47 CFR § 64.1200 - Delivery restrictions · 47 CFR 64.1200(a)(7)(i) · Checked 2026-09-24
17. 17
    Five9 outbound campaigns support five dialing modes: Predictive, Power, Progressive, Preview and TCPA Manual Touch.

    Summary of Dialing Mode Features · Summary table column headings (PD PW PG PV TCPA) · Checked 2026-09-24
18. 18
    Five9 inbound campaigns receive calls on a DNIS and handle them according to the campaign's IVR script, which can route calls by skill.

    Inbound Campaigns · Inbound Campaigns (page body) · Checked 2026-09-24
19. 19
    A Five9 inbound campaign must be running to answer calls. If it is not running, callers hear a busy signal.

    Inbound Campaigns · Inbound Campaigns (page body) · Checked 2026-09-24
20. 20
    Five9's Preview Dialing Mode page describes a Lead Ownership Routing option that checks agent skills before a record is assigned.disputed

    Preview Dialing Mode · Preview Dialing Mode (Lead Ownership Routing mention; exact heading not captured) · Checked 2026-09-24
21. 21
    Five9's dialing-mode feature summary lists Lead Ownership Routing as available in Predictive and Power modes only.disputed

    Summary of Dialing Mode Features · Summary of Dialing Mode Features table, row Lead Ownership Routing · Checked 2026-09-24
22. 22
    Five9 offers three list dialing methods for outbound and autodial campaigns: Vertical List Dialing, List Penetration Dialing and Extended Dialing Strategy. None of them is available in Preview mode.

    Configuring the List Dialing Mode for Outbound and Autodial Campaigns · Configuring the List Dialing Mode for Outbound and Autodial Campaigns (page body) · Checked 2026-09-24
23. 23
    If no skills are added to a Five9 campaign, its interactions go to any available agent.

    Configuring Skills for Campaigns · Configuring Skills for Campaigns (restriction note) · Checked 2026-09-24
24. 24
    The default maximum queue time for Five9 outbound campaign calls is one second. Five9 states that the FCC maximum for dialed calls is two seconds.

    Outbound Campaign General Properties · Setting the Maximum Queue Time for Campaign Calls · Checked 2026-09-24
25. 25
    List Penetration is the default list dialing mode for Five9 campaigns.

    Using List Penetration Dialing · Using List Penetration Dialing (page body) · Checked 2026-09-24
26. 26
    List Penetration dialing calls the first phone number of every record in the list before moving on to second numbers, then third numbers.

    Using List Penetration Dialing · Using List Penetration Dialing (page body) · Checked 2026-09-24
27. 27
    Five9 says to always use List Penetration mode when the lists have only one phone number per contact record, or when most records do.

    Configuring the List Dialing Mode for Outbound and Autodial Campaigns · Configuring the List Dialing Mode for Outbound and Autodial Campaigns (page body) · Checked 2026-09-24
28. 28
    Five9 Power Dialing mode uses a manually set, fixed calls-to-agent ratio of 1 to 10 calls per agent, and it dials when agents become ready.

    Power Dialing Mode · Power Dialing Mode Characteristics; Controlling the Dialing Pace · Checked 2026-09-24
29. 29
    In Power mode with abandoned-call monitoring on, Five9 throttles dialing to a 1:1 calls-to-agent ratio once the abandoned-call percentage threshold is exceeded.

    Power Dialing Mode · Controlling the Dialing Pace · Checked 2026-09-24
30. 30
    Five9 advises that agents skilled for a Predictive campaign be committed to that campaign and not be skilled for other campaigns, especially inbound campaigns.

    Predictive Dialing Mode · Managing Agent Staffing and Campaign Priority Behavior · Checked 2026-09-24
31. 31
    For Predictive campaigns, Five9 says that when a call reaches the maximum queue time a recorded prompt must be played that gives the company name and a callback number.

    Predictive Dialing Mode · Setting Action on Max Queue Time Expiration · Checked 2026-09-24
32. 32
    Five9 states that Predictive Dialing mode should never be used with fewer than 15 agents consistently active in the campaign at all times.

    Predictive Dialing Mode · Predictive Dialing Mode (opening section) and Managing Agent Staffing and Campaign Priority Behavior · Checked 2026-09-24
33. 33
    In Predictive mode the Five9 dialer adjusts the calls-to-agent ratio automatically to maximise agent usage while staying below the configured dropped-call percentage, and it may dial numbers before an agent becomes available.

    Predictive Dialing Mode · Tuning the Predictive Dialer · Checked 2026-09-24
34. 34
    Five9 predictive dialing is tuned through two options: Abandoned Call Percentage and Call Analysis. Default values are set for regulatory compliance, and the UI warns when they are changed.

    Predictive Dialing Mode · Tuning the Predictive Dialer · Checked 2026-09-24
35. 35
    Five9 Preview Dialing mode does not filter undesired call results such as busy signals or operator intercepts.

    Preview Dialing Mode · Preview Dialing Mode Characteristics · Checked 2026-09-24
36. 36
    In Five9 Preview campaigns, agents can skip contact records only if they hold the 'User Can Skip Contact Records' permission.

    Preview Dialing Mode · Skipping Records or Forcing Numbers to be Dialed; Skipping Records in Preview Dialing Mode · Checked 2026-09-24
37. 37
    Five9 Preview campaigns offer either Unlimited Preview Time or Limit Preview Time (MM:SS). When a limited preview times out, the configured action is Dial Immediately or Switch Agent to Not Ready.

    Preview Dialing Mode · Defining the Maximum Preview Time · Checked 2026-09-24
38. 38
    In each dialing cycle the Five9 dialer evaluates higher-priority campaigns first. If a higher-priority campaign has no available agents or no records ready to dial at that moment, the dialer assigns calls from other active campaigns.

    Predictive Dialing Mode · Managing Agent Staffing and Campaign Priority Behavior · Checked 2026-09-24
39. 39
    Five9 ignores campaign priority when a campaign has only one agent. Large differences in agent counts between campaigns can outweigh priority.

    Configuring Campaign Priority · Configuring Campaign Priority (example of Campaign A with one agent and Campaign B with ten) · Checked 2026-09-24
40. 40
    Five9 Progressive dialing is meant for campaigns with relatively high agent usage and delivers calls to agents as they become available.

    Progressive Dialing Mode · Progressive Dialing Mode Characteristics · Checked 2026-09-24
41. 41
    Five9 recommends at least 10 active agents for Progressive campaigns to get consistent performance.

    Progressive Dialing Mode · Agent Staffing and Campaign Priority Behavior · Checked 2026-09-24
42. 42
    In Progressive mode the Five9 dialer adjusts the calls-to-agent ratio automatically from the percentage of answered calls and the current dropped-call percentage. When the maximum dropped-call percentage is reached, it reduces the ratio gradually.

    Progressive Dialing Mode · Controlling the Dialing Pace · Checked 2026-09-24
43. 43
    Five9's ratio example gives three campaigns with ratios 60, 50 and 20 about 46, 39 and 15 percent of dialing attempts. Each campaign's share is its ratio divided by the sum of the ratios.

    Configuring Campaign Ratio · Configuring Campaign Ratio (worked example) · Checked 2026-09-24
44. 44
    In Five9, Round Robin sends the next queued call to the agent with the longest idle time among those logged into the queue. An agent who has just logged into the queue counts as having the shortest idle time.

    Skill Transfer Module · General Tab (Distribution Algorithm: Round Robin) · Checked 2026-09-24
45. 45
    When an outbound campaign has several skill groups, agents in the first-listed group get the first calls and the dialer moves to the next group when they are busy. After group order, individual skill levels and then the distribution algorithm decide which agent is chosen.

    Configuring Skills for Campaigns · Skill Groups for Outbound Campaigns · Checked 2026-09-24
46. 46
    In the Five9 IVR Skill Transfer module, call priority runs from 1 (lowest) to 100 (highest), and the module's default priority setting is Increase By: 10. Higher-priority calls are answered first.

    Skill Transfer Module · Priority Tab · Checked 2026-09-24
47. 47
    In the IVR Skill Transfer module, the maximum queue time defaults to 10 minutes for each setting (available, busy and logged-out agents), and the largest allowed value is 999 minutes 99 seconds.

    Skill Transfer Module · General Tab (Max Queue Time) · Checked 2026-09-24
48. 48
    Five9 state dialing rules do not apply to toll-free numbers. When several rules apply, the most restrictive rule is used.

    Configuring Time Zone Dialing Options · State Dialing Rules · Checked 2026-09-24
49. 49
    In TCPA Manual Touch mode, agents must set No Party Contact dispositions by hand. After the configured maximum preview time, the agent's status changes to Not Ready.

    TCPA Manual Touch Dialing Mode · TCPA Manual Touch Dialing Mode (agent control and settings) · Checked 2026-09-24
50. 50
    In TCPA Manual Touch mode, agents must type each external number themselves. They cannot paste it or drag and drop it into the dial field.

    TCPA Manual Touch Dialing Mode · TCPA Manual Touch Dialing Mode (agent dialing section) · Checked 2026-09-24
51. 51
    Five9 TCPA Manual Touch Dialing mode exists only in domains enabled for it. Five9 describes it as generally used for telemarketing calls to cell phones when the business lacks express consent to call them.

    TCPA Manual Touch Dialing Mode · TCPA Manual Touch Dialing Mode (opening section) · Checked 2026-09-24
52. 52
    TCPA Manual Touch mode has no automatic dialing: the Dial Immediately and Dial Number options are removed, and no number is dialed automatically when a preview times out.

    TCPA Manual Touch Dialing Mode · TCPA Manual Touch Dialing Mode (restrictions) · Checked 2026-09-24
53. 53
    By default, Five9 assigns a contact's time zone from the phone number's area code and prefix. The alternatives are ZIP/postal code (US and Canada only) or the contact record's state, each falling back to area code and prefix.

    Configuring Time Zone Dialing Options · Time Zone Assignment · Checked 2026-09-24
54. 54
    The TSR safe harbor requires that, when no sales representative is available within two seconds of the greeting, a recorded message promptly plays stating the seller's name and telephone number.

    16 CFR 310.4 - Abusive telemarketing acts or practices · 16 CFR 310.4(b)(4)(iii) · Checked 2026-09-24
55. 55
    The FTC Telemarketing Sales Rule's call-abandonment safe harbor requires technology that abandons no more than three percent of calls answered by a person. The rate is measured over the campaign if it runs under 30 days, otherwise over each successive 30-day period.

    16 CFR 310.4 - Abusive telemarketing acts or practices · 16 CFR 310.4(b)(4)(i) · Checked 2026-09-24
56. 56
    The Five9 docs present the UK 24-hour abandon window as a monitoring window. From the pages read, whether a figure under 3 percent protects a UK operator under Ofcom's current persistent-misuse policy cannot be settled.inferred

    Default Campaign Settings · Default Campaign Settings (US and UK note) · Checked 2026-09-24
57. 57
    Five9's rolling 30-day abandon-rate window for US domains appears designed to match the 30-day measurement in 47 CFR 64.1200(a)(7) and 16 CFR 310.4(b)(4)(i). Five9 does not state this link on the pages read.inferred

    Default Campaign Settings · Default Campaign Settings (US and UK note) read against 47 CFR 64.1200(a)(7) · Checked 2026-09-24
58. 58
    Vertical List Dialing tries every available number for one contact record before moving on to the next record, with the goal of reaching each contact as soon as possible.

    Using Vertical List Dialing · Using Vertical List Dialing (page body) · Checked 2026-09-24
59. 59
    In Vertical dialing a contact is reconsidered as soon as the minimum redial duration has passed, whatever its list position. List Penetration waits until the dialer reaches that record again in the list.

    Using List Penetration Dialing · Using List Penetration Dialing (distinction from vertical dialing) · Checked 2026-09-24
60. 60
    Five9 voice detection levels are Fast (2 seconds), Normal (4.5 seconds) and Accurate (10 seconds). Five9 says settings from 4.5 to 10 seconds give the best call-analysis results.

    Configuring Call Analysis for Outbound and Autodial Campaigns · Voice Detection Level · Checked 2026-09-24

Documents

Cite this page

WarmTransfer. (2026, September 24). Five9 routing and campaign model. WarmTransfer. https://warmtransfer.net/knowledge/five9-routing

@misc{warmtransfer-five9-routing,
  title  = {Five9 routing and campaign model},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/five9-routing},
  note   = {Verified 2026-09-24}
}