Skill Transfer Module

Publisher

Five9

URL

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

Published

2026-09-08

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

proprietary; Five9 Terms of Use linked from the portal footer (not reviewed); no-redistribution; short excerpts and locators only

Source notes citing this source

• The Skill Transfer Module reference page states that up to fifteen in-queue announcement recordings can be enabled on the Announcements tab. disputed in context
• 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 in context
• 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 in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context
• When multiple skills are added to one Skill Transfer module, any agent who has one of those skills can receive calls from the module. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context

Cite this source record

APA

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

BibTeX

@misc{warmtransfer-five9-docs-ivr-skill-transfer-module,
  title  = {Skill Transfer Module},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/five9-docs-ivr-skill-transfer-module},
  note   = {Five9, accessed 2026-09-30}
}