Skill Transfer Module

Publisher

Five9

URL

https://documentation-be.five9.com/bundle/ivr-admin/page/ivr-admin/modules/skill-transfer-module.htm

Published

2026-09-08

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Five9 copyright; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Skill Transfer module offers these distribution algorithms for choosing an agent: Longest Wait - All Calls, Longest Wait - Non-Manual, Round Robin, Min Calls Handled and Min Handle Time. in context
• The Skill Transfer module's Max Queue Time is set separately for three conditions: agents in the queue are available, agents are in the queue but unavailable, and no agents are in the queue. in context
• The Skill Transfer module's Max Queue Time defaults to 10 minutes. Its maximum is 999 minutes and 99 seconds. in context
• Five9 recommends adding only one queue (skill) to each Skill Transfer module so that reports stay useful. in context
• The Skill Transfer module's default Priority setting is Increase By 10, and calls with higher priority are answered first. in context
• A call's priority in the Skill Transfer module can be raised or lowered by a value from 1 to 100. in context
• If a caller declines the queue callback offer, the call either returns to the IVR or is transferred to voicemail. in context
• The Queue Callback tab has an option, Allow collection and callback of international numbers, that controls whether callers may leave a non-domestic callback number. in context
• When the Skill Transfer module's Queue Callback option is enabled, a caller can request a callback instead of holding until an agent is free. The module collects and confirms the callback number and stores it in a variable. in context
• The Queue Callback tab accepts customised TCPA consent text and can disable queue callback after a specified date and time. in context
• The Skill Transfer module takes its error branch when a transfer error occurs, including an unresolved queue timeout or a variable that cannot be resolved. in context
• The Five9 Skill Transfer IVR module is configured on the General, Skills, Announcements, Priority and Queue Callback tabs. in context
• The Skill Transfer module's Termination Digit lets a queued caller leave the queue by pressing #, * or a digit from 1 to 9. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context

Cite this source record

APA

WarmTransfer. (2026, September 8). Skill Transfer Module. WarmTransfer. https://warmtransfer.net/knowledge/sources/five9-doc-ivr-skill-transfer-module

BibTeX

@misc{warmtransfer-five9-doc-ivr-skill-transfer-module,
  title  = {Skill Transfer Module},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/five9-doc-ivr-skill-transfer-module},
  note   = {Five9, accessed 2026-09-24}
}