Solution Consulting

Question 1

Five9 offers adapters for which CRMs?

Answer 1

• Salesforce
• Zendesk
• Microsoft Dynamics 365
• Oracle (B2B, B2C, and Netsuite)
• ServiceNow

Question 2

Five9 integrates with which UC platforms?

Answer 2

• Microsoft Teams
• Zoom Phone
• RingCentral
• Mitel
• Fuze
• TetraVX

Question 3

The FCC requires max queue time for outbound calls to be…

Answer 3

2 seconds or less

Question 4

An outbound campaign will not dial from a list with this priority.

Answer 4

priority 0

Question 5

Outbound dialing list A has priority 1 and list B has priority 2. Which list will be dialed first?

Answer 5

List A - the lower the number the higher the priority

Question 6

True or false. An outbound campaign running in preview mode can have dispositions specifically for declining the call.

Answer 6

True

Question 7

What outbound dialing mode is recommended for campaigns with more than 10 agents?

Answer 7

Predictive

Question 8

What are the 3 outbound list dialing modes?

Answer 8

• List Penetration
• Vertical Dialing
• Extended Strategy

Question 9

Which outbound list dialing mode calls the primary first or primary number for each contact before moving to the second and alternate numbers?

Answer 9

List Penetration - probability of high connection rate

Question 10

Which outbound list dialing mode calls each number for a contact before moving to the next contact?

Answer 10

Vertical Dialing - priority making sure the contact is reached by exhausting all numbers

Question 11

Which 2 outbound list dialing modes consider the final disposition before attempting to dial for another cycle?

Answer 11

• List Penetration
• Vertical Dialing

Question 12

How many definitions can be added to the Extended Strategy outbound list dialing mode?

Answer 12

20 - varying by the time, date, or schedule of when is the best time to call.

Question 13

What is the only outbound dialing mode that allows manual configuration of calls to agent ratio?

Answer 13

Power

Question 14

What is the max calls to agent ration for the power outbound dialing mode?

Answer 14

10

Question 15

What is FCC guideline for the max abandon rate for outbound calls.

Answer 15

3% over 30 days

Question 16

What is the default priority of an outbound dialing campaign, and what is the range of priorities.

Answer 16

Default is 3 and the range is 1-99

Question 17

True or False: Outbound campaign A with priority 1 is higher than campaign B with priority 2.

Answer 17

True - the list from campaign A will be dialed first

Question 18

True or False: Outbound campaign priority is only relevant when you have the same set of agents working both campaigns.

Answer 18

True

Question 19

True or False: Outbound campaign ratios apply to campaigns with different priorities.

Answer 19

False - it only works with campaigns set to the same priority.

Question 20

What is the outbound campaign ratio default, min, and max values?

Answer 20

50, 1, 99

Question 21

Describe the Graceful Agent State Transition feature as it relates to outbound campaigns?

Answer 21

It delays the agent’s request to go into one of the unavailable states, thus preventing abandoned calls that are caused by the agent’s actions.

Question 22

True or False: The Graceful Agent State Transition is configured at the campaign level.

Answer 22

False - it’s configured at the domain level.

Question 23

What is the default method for identifying the time zone for outbound dialing?

Answer 23

Area Code + Prefix (NPA-NXX)

Question 24

True or False: Outbound dialing rules can be applied to manual outbound calls.

Answer 24

True