Configuration Web

Services
Reference Guide

October 2023

The Configuration Web Services enable developers to build

secure applications to access, configure, and synchronize
their call center information with work flow-management
systems, such as lead management, CRM, and ERP
systems.

Five9 and the Five9 logo are registered trademarks of Five9 and its
subsidiaries in the United States and other countries. Other marks and
brands may be claimed as the property of others. The product plans,
specifications, and descriptions herein are provided for information only and
subject to change without notice, and are provided without warranty of any
kind, express or implied. Copyright © 2023 Five9, Inc.
 About Five9
Five9 is the leading provider of cloud contact center software, bringing the power of
the cloud to thousands of customers and facilitating more than three billion customer
interactions annually. Since 2001, Five9 has led the cloud revolution in contact
centers, delivering software to help organizations of every size transition from
premise-based software to the cloud. With its extensive expertise, technology, and
ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center
software to help businesses create exceptional customer experiences, increase agent
productivity and deliver tangible results. For more information visit www.five9.com.

Trademarks
Five9®
Five9 Logo
Five9® SoCoCare™
Five9® Connect™

2 Configuration Web Services • Reference Guide

 Contents

What’s New 13

About the Five9 Configuration Web Services API 14

Web Services Platform 15
Differences Among Versions 4, 3, 2, and Default 16
Basic Access Authentication 18

Data Types 19
dates and times 19
adminConfigTranslation 19
adminPermission 20
adminPermissionType 20
adminRole 21
agentAuditReportCriteria 22
agentAvailability 22
agentGroup 22
agentPermission 23
agentPermissionType 23
agentProductivity 28
agentRole 28
agentState 29
apiOperationType 30
autodialCampaign 30
baseOutboundcampaign 31
autodialCampaign 31
outboundCampaign 32
basicImportResult 39
crmImportResult 40
dispositionsImportResult 40
listImportResult 40
basicImportSettings 41
crmDeleteSettings 43
crmUpdateSettings 43
dispositionsUpdateSettings 43
listDeleteMode 44
listUpdateSettings 45
callCounterState 47
callNowMode 47

3 Configuration Web Services • Reference Guide

 callAnalysisMode 47
callLogReportCriteria 48
callType 48
callVariable 48
callVariableRestriction 50
callVariableType 50
callVariablesGroup 51
callbackFormat 51
campaign 52
campaignCallWrapup 52
campaignDialNumber 53
campaignDialingAction 53
campaignDialingActionType 54
campaignDialingMode 54
campaignDialingOrder 55
campaignDialingSchedule 55
campaignFilterCriterion 56
campaignMode 56
campaignNumberSchedule 57
campaignProfileFilter 57
campaignProfileInfo 57
campaignState 59
campaignStateDialingRule 59
campaignStrategies 60
campaignStrategy 60
campaignStrategyFilter 61
campaignStrategyPeriod 61
campaignTimeZoneAssignment 62
campaignType 62
campaignsSettings 63
cannedReport 64
cavRestrictionType 64
compareOperatorType 64
contactField 65
contactFieldDisplay 66
contactFieldMapping 66
contactFieldRestriction 67
contactFieldRestrictionType 67
contactFieldType 68
contactsLookupResult 69
crmAddMode 69
crmManagerRole 69
crmManagerPermission 69
crmManagerPermissionType 70

4 Configuration Web Services • Reference Guide

 crmCriteriaGrouping 70
crmCriteriaGroupingType 70
crmDeleteMode 71
crmDeleteSettings 71
crmFieldCriterion 71
crmImportResult 72
crmLookupCriteria 72
crmUpdateMode 72
crmUpdateSettings 73
cssTheme 73
customDispositionType 74
customReportCriteria 74
data 75
dateRange 75
dayOfWeek 75
dialSortOrder 76
dialingRule 76
disposition 77
dispositionCount 80
dispositionTypeParams 80
dispositionsImportResult 81
dispositionsUpdateMode 81
dispositionsUpdateSettings 81
distributionAlgorithm 81
distributionTimeFrame 82
emailNotifications 83
entry 83
extensionSettings 83
fieldEntry 84
ftpImportSettings 85
generalCampaign 85
i18NObjectField 85
i18NObjectType 86
importData 86
importIdentifier 86
importTrouble 87
importTroubleKind 87
inboundCampaign 88
inboundIvrScriptSchedule 88
ivrIcons 89
ivrScriptDef 89
ivrScriptOwnership 89
ivrScriptSchedule 90
keyPerfomanceIndicators 90

5 Configuration Web Services • Reference Guide

 keyValuePair 90
language 91
limitTimeoutState 91
listAddMode 91
listDeleteSettings 92
listDialingMode 92
listInfo 92
listImportResult 93
listState 93
listUpdateSettings 94
listUpdateSimpleSettings 96
mediaType 96
mediaTypeConfig 97
mediaTypeItem 97
miscVccOptions 98
operationType 99
orderByField 99
outboundCampaign 99
passwordPolicies 100
passwordPolicyEntries 100
passwordPolicyEntryValue 101
promptInfo 101
promptType 102
reasonCode 102
reasonCodeType 103
record 103
recordData 103
remoteHostLoginSettings 104
reportObjectList 104
reportRowData 104
reportTimeCriteria 105
reportingPermission 105
reportingPermissionType 105
reportingRole 106
sayAs 106
sayAsFormat 108
scriptParameterValue 109
sForceEmailAccount 109
skill 110
skillInfo 111
speedDialNumber 111
stateDialingRule 111
stateProvince 112
stringArray 114

6 Configuration Web Services • Reference Guide

 supervisorPermission 114
supervisorPermissionType 115
supervisorRole 118
timePeriod 118
timeRange 119
timeZoneAssignment 119
timer 119
ttsInfo 120
userInfo 120
userGeneralInfo 121
userProfile 122
userRoleType 123
userRoles 123
userSkill 123
vccConfiguration 124
versions 125
visualModeSettings 126
webConnector 126
webConnectorAgentAppType 129
webConnectorCTIWebServicesType 129
webConnectorTriggerType 130
wrongListDialingMode 131
wsObjectType 131
xFrameOption 132

Methods 133
Agent Groups 133
createAgentGroup 133
deleteAgentGroup 134
getAgentGroup 134
getAgentGroups 134
modifyAgentGroup 135
Call Variables 135
createCallVariable 136
createCallVariablesGroup 136
deleteCallVariable 136
deleteCallVariablesGroupResponse 137
getCallVariableGroups 137
getCallVariables 137
modifyCallVariable 138
modifyCallVariablesGroup 138
Campaign Configuration 139
addDispositionsToCampaign 139
addDNISToCampaign 140

7 Configuration Web Services • Reference Guide

 addListsToCampaign 140
addSkillsToCampaign 141
createAutodialCampaign 141
createInboundCampaign 142
createOutboundCampaign 142
deleteCampaign 142
getAutodialCampaign 143
getCampaigns 143
getCampaignDNISList 144
getDNISList 144
getInboundCampaign 145
getListsForCampaign 145
getOutboundCampaign 146
modifyCampaignLists 146
modifyAutodialCampaign 146
modifyInboundCampaign 147
modifyOutboundCampaign 147
removeDispositionsFromCampaign 147
removeDNISFromCampaign 148
removeDNISFromCampaignResponse 148
removeListsFromCampaign 148
removeListsFromCampaignResponse 149
removeSkillsFromCampaign 149
renameCampaign 149
setDefaultIVRSchedule 149
Campaign Management 150
asyncUpdateCampaignDispositions 150
forceStopCampaign 151
getCampaignState 151
getCampaignStrategies 152
getDispositionsImportResult 152
resetCampaign 153
resetCampaignDispositions 153
resetListPosition 154
setCampaignStrategies 154
startCampaign 155
stopCampaign 155
updateDispositions 156
updateDispositionsCsv 156
updateDispositionsFtp 157
Campaign Profiles 158
createCampaignProfile 158
deleteCampaignProfile 158
getCampaignProfileDispositions 158

8 Configuration Web Services • Reference Guide

 getCampaignProfileFilter 159
getCampaignProfiles 159
modifyCampaignProfile 160
modifyCampaignProfileCrmCriteria 160
modifyCampaignProfileFilterOrder 161
modifyCampaignProfileDispositions 161
Connectors 162
createWebConnector 162
deleteWebConnector 162
getWebConnectors 163
modifyWebConnector 163
Contact Fields 163
createContactField 164
deleteContactField 164
getContactFields 164
modifyContactField 165
Contact Management 165
asyncUpdateCrmRecords 165
deleteFromContacts 166
deleteFromContactsCsv 167
deleteFromContactsFtp 168
getContactRecords 168
getCrmImportResult 169
updateContacts 169
updateContactsCsv 170
updateContactsFtp 170
updateCrmRecord 171
Dialing Rules 172
getDialingRules 172
setDialingRules 172
Disposition Configuration 173
createDisposition 173
getDisposition 173
getDispositions 173
modifyDisposition 174
removeDisposition 174
renameDisposition 175
Domain Limits 175
getCallCountersState 178
IVR Script 179
createIVRScript 179
deleteIVRScript 179
getIVRScripts 180
modifyIVRScript 180

9 Configuration Web Services • Reference Guide

 setIvrScriptOwnership 180
getIvrScriptOwnership 181
removeIvrScriptOwnership 181
setIvrIcons 182
getIvrIcons 182
removeIvrIcons 183
List Management 183
addNumbersToDnc 183
addRecordToList 184
addRecordToListSimple 184
addToList 185
addToListCsv 186
addToListFtp 187
asyncAddRecordsToList 187
asyncDeleteRecordsFromList 188
checkDncForNumbers 189
createList 190
deleteAllFromList 190
deleteFromList 191
deleteFromListCsv 192
deleteFromListFtp 192
deleteList 193
deleteRecordFromList 194
getListImportResult 194
getListsInfo 195
isImportRunning 195
removeNumbersFromDnc 196
Locales and Languages 196
getAvailableLocales 196
getConfigurationTranslations 197
getLocale 197
setLocale 198
updateConfigurationTranslations 198
Prompt Management 199
addPromptTTS 199
addPromptWav 199
addPromptWavInline 200
deleteLanguagePrompt 200
deletePrompt 201
getPrompt 201
getPrompts 201
modifyPromptTTS 202
modifyPromptWav 202
modifyPromptWavInline 203

10 Configuration Web Services • Reference Guide

 Reason Codes 203
createReasonCode 203
deleteReasonCode 203
deleteReasonCodeByType 204
getReasonCode 204
getReasonCodeByType 204
modifyReasonCode 205
Reports 205
getReportResult 205
getReportResultCsv 206
isReportRunning 207
runReport 207
Session Information 208
closeSession 208
Skill Management 209
addSkillAudioFile 209
createSkill 209
deleteSkill 210
getSkill 210
getSkillAudioFiles 211
getSkillInfo 211
getSkills 211
getSkillsInfo 212
getSkillVoicemailGreeting 212
modifySkill 213
removeSkillAudioFile 213
setSkillVoicemailGreeting 214
Speed Dial Information 214
createSpeedDialNumber 215
getSpeedDialNumbers 215
removeSpeedDialNumber 216
User Management 216
createUser 216
deleteUser 217
getUserGeneralInfo 217
getUserInfo 217
getUserVoicemailGreeting 217
getUsersGeneralInfo 218
getUsersInfo 218
modifyUser 219
modifyUserCannedReports 220
setUserVoicemailGreeting 220
userSkillAdd 221
userSkillModify 221

11 Configuration Web Services • Reference Guide

 userSkillRemove 222
User Profiles 222
createUserProfile 222
deleteUserProfile 223
getUserProfile 223
getUserProfiles 224
modifyUserProfile 224
modifyUserProfileSkills 224
modifyUserProfileUserList 225
VCC Configuration 225
getApiVersions 225
getVCCConfiguration 226
modifyVCCConfiguration 226

Exceptions 227

Examples 239
XML Examples 239
addToListCsv 239
addRecordToList 240
asyncAddRecordsToList 242
deleteFromContacts 243
runReport 244
PHP Example 245

12 Configuration Web Services • Reference Guide

What’s New

This table lists the changes made in the last six releases of this document:

Release Change Topic

Oct 2023 Added a note explaining the possibility of files updateContacts
being deleted during the process of creating and
updating records.
Jul 2023 Added important note explaining that using the getReportResult
getReportResultCsv method to return report
data provides the best results.
May 2023 Updated note that Release 13 supports SOAP Web Services Platform
web services, but does not add new features.
Jan 2023 Added note about performance degradation getUsersGeneralInfo
getUsersInfo
May 2022 Updated URLs Web Services Platform

Sep 2021 Added a note. userSkillAdd

userSkillModify
userSkillRemove
Jul 2021 Updated default record limit. getReportResultResponse
getReportResultCsvResponse

13 Configuration Web Services • Reference Guide

About the Five9 Configuration Web
Services API

The Five9 Configuration Web Services enable you to build secure applications to access,
configure, manage, and synchronize call center information with work flow-
management systems, such as lead management, CRM, and ERP systems.

This guide is intended for developers who understand these technologies and
protocols:
l Client-server architecture and Web services
l SOAP, HTTP, and XML
l JSP, ASP, CGI, or Perl
l Computer-telephony integration concepts, processes, events, and call routing
l Overall call center integration and configuration
Note

Five9 Configuration Web Services uses the swaRef.xsd to include binary

content for types that are used to upload greetings in WAV format.

If you use Apache CXF, be aware that it does not support swaRef.xsd types.
Before the SOAP envelope, it inserts text for which Five9 returns this exception:

Exception=javax.xml.ws.soap.SOAPFaultException: org.xm-
l.sax.SAXParseException: Content is not allowed in prolog.

To prevent this issue, remove the SwaOutputInterceptor Apache CXF proxy

class. However, with this fix, you cannot use Five9 methods that uses the
swaRef types.

14 Configuration Web Services • Reference Guide

 About the Five9 Configuration Web Services API

Web Services Platform

Web Services Platform

Your client sends Web service requests that are acknowledged by Five9 with a Web
services response. Your client needs to check periodically for the status and outcome of
the operations requested. The Web services API contains the XML-encoded SOAP
methods used to communicate with your client application.

Five9 recommends that you use the latest version. Previous versions are still supported
but are not recommended because they do not contain all the features.
Five9username is the user name of the administrator:

Note
In the rest of this guide, the features that apply to these versions are
highlighted. Release 13 supports SOAP web services but adds no new features.

Use the data center that applies to you: api.five9.com, api.five9.eu or

api.five9.ca.

l Version 13: https://api.five9.com/wsadmin/v13/

AdminWebService?wsdl&user=<Five9username>

l Version 12: https://api.five9.com/wsadmin/v12/

AdminWebService?wsdl&user=<Five9username>

l Version 11: https://api.five9.com/wsadmin/v11/

AdminWebService?wsdl&user=<Five9username>

l Version 10.2: https://api.five9.com/wsadmin/v10_2/

AdminWebService?wsdl&user=<Five9username>

l Version 10: https://api.five9.com/wsadmin/v10/

AdminWebService?wsdl&user=<Five9username>

l Version 9.5: https://api.five9.com/wsadmin/v9_5/

AdminWebService?wsdl&user=<Five9username>

l Version 9.3: https://api.five9.com/wsadmin/v9_3/

AdminWebService?wsdl&user=<Five9username>

l Version 4: https://api.five9.com/wsadmin/v4/
AdminWebService?wsdl&user=<Five9username>

15 Configuration Web Services • Reference Guide

 About the Five9 Configuration Web Services API

Differences Among Versions 4, 3, 2, and Default

l Version 3: https://api.five9.com/wsadmin/v3/
AdminWebService?wsdl&user=<Five9username>

l Version 2: https://api.five9.com/wsadmin/v2/
AdminWebService?wsdl&user=<Five9username>

l Default version (common to all versions):

https://api.five9.com/wsadmin/AdminWebService?wsdl&user=
<Five9username>

To ensure that connections are secure, send all requests by Transport Layer Security
protocol (HTTPS) or VPN (IPSec or SSH) to the URL for your version, for example:

https://api.five9.com/wsadmin[/<version>]/AdminWebService

Differences Among Versions 4, 3, 2, and Default

The differences between API versions 4, 3, 2, and the default are listed in this table.

Version Version 3 Version 2 Default

4
Data Types
adminPermissionType Added Added
apiOperationType Added
(VIVRCreateSession Version 3)
basicImportResult )Added
(importTroubles ,
keyFieldsVersion 3 )
basicImportSettings Added Added
(countryCode,
failOnFieldParseError )
campaignStrategies New
campaignStrategy New
campaignStrategyFilter New
campaignStrategyPeriod New
contactFieldRestriction Deleted Added
(isEnabled)

16 Configuration Web Services • Reference Guide

 About the Five9 Configuration Web Services API

Differences Among Versions 4, 3, 2, and Default

Version Version 3 Version 2 Default

4
importTrouble New
importTroubleKind New
listDialingMode(chatEnabled, Added
visualModeEnabled)
listDialingMode(EXTENDED_ Added
STRATEGY)
listUpdateSimpleSettings Added New
(countryCode)
passwordPolicies (entryValues) Modified Added Modified
passwordPolicyEntries Removed Added Removed
passwordPolicyEntryValue Removed Added Removed
supervisorPermissionType Added
(CanViewTextDetailsTab
Version 3
, CanAccessShowFields
Version 3
)
Methods
addRecordToListSimple New
createContactField Modified Modified Modified
getCampaignStrategies New
getContactFields Modified Modified Modified
modifyContactField Modified Modified Modified
setCampaignStrategies New
setDefaultIVRSchedule Added
(isVisualModeEnabled Version 3
Version 3
, isChatEnabled )
Exceptions
AddRecordToListFault New
CommonCampaignFault New
Version 3
WrongListDialingModeFault New

17 Configuration Web Services • Reference Guide

 About the Five9 Configuration Web Services API

Basic Access Authentication

Basic Access Authentication

Your HTTPS requests must provide valid Five9 credentials for basic access
authentication, which is used by the Web services API to enforce access control.

The credentials included in the header should be those of an administrator. Five9

recommends that you create several administrator users reserved for the Web Services
if you plan to send multiple concurrent requests. Otherwise, if you try to use the same
user name and password for multiple concurrent requests, your requests are denied,
and you receive an exception. The administrator user must have the VCC Administrator
role. Be sure to set the appropriate permissions for each administrator.

With HTTP basic authentication, the user name and password are encoded in base 64.
In your client, construct your authorization header as follows:

1 Concatenate the user name and password, for example:

ExampleUsername:ExamplePassword

2 Encode the string in base 64, for example:

RXhhbXBsZVVzZXJOYW1lOkV4YW1wbGVQYXNzd29yZA==

3 In your client, include the Authorization header with the value Basic
<base64-encoded string>.

Example: Web services header with encoded user name and password.
POST https://api.five9.com/wsadmin/AdminWebService HTTP/1.1
Accept-Encoding: gzip,deflate
Content-Type: text/xml;charset=UTF-8
SOAPAction: ""
Authorization: Basic RXhhbXBsZVVzZXJOYW1lOkV4YW1wbGVQYXNzd29yZA==

18 Configuration Web Services • Reference Guide

Data Types

These data types are specific to the Five9 methods used in the requests and responses.
For information on primitive data types, refer to www.w3.org/TR/xmlschema-2/.

dates and times

Note
The time zone of a date and time field value passed in a record is determined by
the domain’s default time zone. However, to pass the date and time field only in
GMT/UTC, use this format: yyyy-mm-dd hh:mm:ss.sss GMT0
2019-06-30 16:00:00.000 GMT0

adminConfigTranslation
Version 9.5

Contains configuration translations for the locale..

Name Type Description

comment string Comment about the configuration.
objectField i18NObjectField Object field to be translated.
objectId long Object ID.
objectType i18NObjectType Object type to be translated.
value string Object value.

19 Configuration Web Services • Reference Guide

 Data Types

adminPermission

adminPermission
Contains the role of the administrator.

Name Type Description

type adminPermissionType Permissions assigned to the administrator.
value boolean Whether to assign the permission.
l True: Assign the permission.
l False: Do not assign the permission.

adminPermissionType
Contains the list of permissions assigned to an administrator.

Name Type Description

CanUseAdminSoapApi string Can submit requests to the
Version 12 Admin SOAP API if the
following permissions are
enabled on the VCC
Administrator application:
l User Can Execute Web API
requests.
l Corresponding permission.
For example, to edit
dispositions with the
Admin API, enable the
corresponding permission
User Can Edit Dispositions
on the VCC Administrator
application.
FullPermissions string Has all the administrator
permissions.
ManageUsers string Can manage users.
ManageSkills string Can manage skills.

20 Configuration Web Services • Reference Guide

 Data Types

adminRole

Name Type Description

ManageAgentGroups string Can manage agent groups.
ManageCampaignsStartStop string Can start and stop a
campaign.
ManageCampaignsResetDispositions string Can reset campaign
dispositions.
ManageCampaignsResetListPosition string Can reset campaign list
position.
ManageCampaignsReset string Can reset campaigns.
ManageCampaignsProperties string Can manage campaign
properties.
ManageLists string Can manage lists.
ManageCRM string Can manage CRMs.
ManageDNC string Can manage DNC lists.
EditIvr string Can edit IVRs.
EditProfiles string Can edit user profiles.
EditConnectors string Can edit connectors.
EditDispositions string Can edit dispositions.
EditPrompts string Can edit prompts.
EditReasonCodes string Can edit reason codes.
EditWorkflowRules string Can edit work flow rules.
AccessConfigANI string Can configure ANIs.
EditCallAttachedData string Can edit call variables.
EditTrustedIPAddresses string Can edit trusted IP addresses.
AccessBillingApplication string Can enable the Billing Portal.
EditDomainEMailNotification string Can edit email notifications
Version 9.5 for the domain.
EditCampaignEMailNotification string Can edit email notifications
Version 9.5 for campaigns.

adminRole
Contains the role of the administrator.

21 Configuration Web Services • Reference Guide

 Data Types

agentAuditReportCriteria

Name Type Description

permissions adminPermission List of permissions assigned to the
[0..unbounded] administrator.

agentAuditReportCriteria
No longer used. For report information, see runReport and its data types.

agentAvailability
Data type of autodial campaigns that enables the dialer to dial only when agents are
available to take calls. If you do not use this object, numbers are dialed continuously
whether or not agents are available. See baseOutboundcampaign.

Name Type Description

ReadyToReceiveCalls string One or more agents are available,
ready, and not on call.
ReadyToReceiveCallsOrBusy string One or more agents are logged in and
are either ready or busy taking or
finishing another call. Agents are not
considered busy if they are making a
manual call after having been on
break.
LoggedIn string One or more agents are logged in,
regardless of their current status.

agentGroup
Contains the details of a single group of agents.

22 Configuration Web Services • Reference Guide

 Data Types

agentPermission

Name Type Description

agents string [0..unbounded] List of agents in the group.
description string Description of the agent group.
id long ID of the group.
name string Name of the group.

agentPermission
Contains the permissions assigned to a user.

Name Type Description

type agentPermissionType Information about the permissions that can be
assigned to an agent.
value boolean Whether the agent is assigned the permission.
l True: Agent assigned the permission.
l False: Agent not assigned the permission

agentPermissionType
Contains all the permissions that can be assigned to an agent. This variable is a string.

Important
Agents who log into a PSTN station or forward calls between sessions
may incur high long-distance fees. Only give permission to the appro-
priate users.

Name Type Description

ReceiveTransfer Can receive transfers from
other agents.
ProcessVoiceMail Can process skill voicemail

23 Configuration Web Services • Reference Guide

 Data Types

agentPermissionType

Name Type Description

messages.
DeleteVoiceMail Can delete voicemail
messages.
TransferVoiceMail Can transfer voicemail
messages to other users
and queues.
MakeRecordings Can record calls or a
portion of a call.
SendMessages Can send messages to
agents, administrators, and
supervisors.
CreateChatSessions Can start chat sessions with
agents, administrators, and
supervisors.
TrainingMode Can initiate and receive a
test call in the agent
desktop.
CannotRemoveCRM Cannot delete contact
records. Five9 recommends
that you assign this
permission to all agents.
CannotEditSession Cannot edit CRM session
notes.
CallForwarding Can enable call forwarding.
AddingToDNC Can add numbers to your
DNC list. Without this
permission, the Add to DNC
option in the agent desktop
is unavailable, but agents
can still use custom
dispositions that add
numbers to the DNC list.
DialManuallyDNC Can manually dial the
numbers listed in the DNC
List. Without this
permission, agents see an
error message when they

24 Configuration Web Services • Reference Guide

 Data Types

agentPermissionType

Name Type Description

dial a number in the DNC
list.
CreateCallbacks Can create callback
reminders. Without this
permission, the Add
Callback button in the
agent desktop is disabled.
PlayAudioFiles Can play prerecorded
messages while on call or
leave standard recorded
messages on answering
machines (Play Audio File
button). Without this
permission, the audio files
in the agent desktop are
hidden.
SkipCrmInPreviewDialMode Can skip records In Preview
Dialing Mode. Disabled by
default.
ManageAvailabilityBySkill Can select the skill groups
or ACD queues in which to
participate during the
active session.
BrowseWebInEmbeddedBrowser Can use the browser to
open any URL from the
agent desktop.
ChangePreviewPreferences Can control when and
where the preview window
is displayed.
CanWrapCall Can end a call and assign a
disposition to it after
spending time in the Wrap-
Up state. Without this
permission, the agent can
end a call only by setting a
disposition.
CanPlaceCallOnHold Can place calls on hold.

25 Configuration Web Services • Reference Guide

 Data Types

agentPermissionType

Name Type Description

CanParkCall Can park a call.
CanRejectCalls When auto-answer is
disabled, the agent can
decline incoming calls
(typically inbound calls). To
use this permission, be
sure to enable
CanConfigureAutoAnswe
r.
CanConfigureAutoAnswer Can choose whether to
auto-answer calls or be
prompted before accepting
a call. Enabled by default.
ScreenRecording string Do not use.
RecycleDispositionAllowed string Enables agents to view and
Version 3 select the Recycle system
disposition.
MakeTransferToAgents string Can transfer calls to other
Version 3 agents.
MakeTransferToSkills string Can transfer calls to skill
Version 3 groups.
MakeTransferToInboundCampaigns string Can transfer calls to
Version 3 inbound campaigns.
MakeTransferToExternalCalls Can transfer calls to
Version 3 external phone numbers.
CreateConferenceWithAgents Can create a conference
Version 3 with other agents.
CreateConferenceWithSkills Can create a conference by
Version 3 using skill groups.
CreateConferenceWithInboundCampaigns Can create a conference
Version 3 with inbound campaigns.
CreateConferenceWithExternalCalls Can create a conference
Version 3 with external call
participants.
MakeCallToAgents Can call other agents.
Version 3
MakeCallToSkills Can call skill groups.

26 Configuration Web Services • Reference Guide

 Data Types

agentPermissionType

Name Type Description

Version 3
MakeCallToExternalCalls Can make external calls.
Version 3
CanRunJavaClient Can use the Java client of
Version 4 the Agent Desktop Plus
version of the VCC.
CanRunWebClient Can use the Web client of
Version 4 the Agent Desktop Plus
version of the VCC.
CanViewMissedCalls Can view and return
Version 9.3 missed personal calls.
MakeCallToSpeedDialNumber Can call speed-dial
Version 9.5 numbers, including
external numbers.
CreateConferenceWithSpeedDialNumber Can add speed-dial
Version 9.5 numbers to conference
calls, including external
numbers.
MakeTransferToSpeedDialNumber Can transfer calls to speed-
Version 9.5 dial numbers, including
external numbers.
CanSelectDisplayLanguage Can select a language in
Version 9.5 the softphone settings.
CanViewWebAnalytics Can view and use web
Version 9.3 analytics.
CanTransferChatsToAgents Can transfer chats to
Version 10 agents.
CanTransferChatsToSkills Can transfer chats to
Version 10 queues.
CanTransferEmailsToAgents Can transfer email
Version 10 messages to agents.
CanTransferEmailsToSkills Can transfer emails to
Version 10 queues.
CanCreateChatConferenceWithAgents Can create chat
Version 10 conferences with agents.
CanCreateChatConferenceWithSkills Can create chat

27 Configuration Web Services • Reference Guide

 Data Types

agentProductivity

Name Type Description

Version 10 conferences with queues.
CanTransferSocialsToAgents Can transfer social
Version 10 interactions to agents.
CanTransferSocialsToSkills Can transfer social
Version 10 interactions to queues.

agentProductivity
Contains the number of seconds used in reports to identify possible deviations from
the expected performance of agents.

Name Type Description

longACWTime int Number of seconds spent performing work after a
call. The time is reported if is longer than this
setting.
longCallDuration int Number of seconds spent on a call. The time is
reported if is longer than this setting.
longHoldDuration int Number of seconds for a call placed on hold. The
time is reported if is longer than this setting.
longParkDuration int Number of seconds for a call waiting in a queue. The
time is reported if is longer than this setting.
shortACWTime int Number of seconds spent performing work after a
call. The time is reported if is shorter than this
setting.
shortCallDuration int Number of seconds spent on a call. The time is
reported if it is shorter than this setting.

agentRole
Contains the attributes and permissions that can be assigned to an agent.

28 Configuration Web Services • Reference Guide

 Data Types

agentState

Name Type Description

alwaysRecorded boolean Whether the agent’s calls are recorded.
l True: Agent’s calls are recorded.
l False: Agent’s calls are not
recorded.
attachVmToEmail boolean Whether the agent is allowed to attach
a voicemail message to an email
message.
l True: Agent is allowed.
l False: Agent is not allowed.
permissions agentPermission List of permissions that can be assigned
[0..unbounded] to an agent.
sendEmailOnVm boolean Whether the agent is allowed to send
an email message as a follow-up to a
voicemail message.
l True: Agent is allowed.
l False: Agent is not allowed.

agentState
Removed from
Version 10

Contains the possible states for an agent.

Name Type Description

AVAILABLE_FOR_CALLS string Available to take calls.
AVAILABLE_FOR_VMS string Available to take voicemail messages.
LOGIN string Logged in or logging in.
LOGOUT string Logged out or logging out.
NOT_AVAILABLE_FOR_CALLS string Not available to take calls.
NOT_AVAILABLE_FOR_VMS string Not available to take voicemail messages.

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 Data Types

apiOperationType

Name Type Description

NOT_READY string Not ready.
READY string Ready.
VM_IN_PROGRESS string Currently taking a voicemail message.
VM_NOT_AVAILABLE string Voicemail not available.
WAITING string Waiting.

apiOperationType
Contains the possible types of operation. QueryStatistics and
QueryChangedStatistics do not apply to the Configuration Web Services API

Name Type Examples

Query string getListsInfo
Modify string addSkillToCampaign
Upload string createCampaign
SingleUpload string addRecordToList
ReportRequest string runReport
RetrieveReport string getReportResult
AsynchronousUpload string asyncAddRecordsToList
QueryStatistics string getStatistics
QueryChangedStatistics string getStatisticsUpdate
Web2CampaignUpload string Not used.
VIVRCreateSession string No specific method.
Version 3

autodialCampaign
Contains the attributes of an autodial campaign. autodialCampaign extends
baseOutboundCampaign.

30 Configuration Web Services • Reference Guide

 Data Types

baseOutboundcampaign

Name Type Description

baseOutboundCampaign autodialCampaign Attributes of an autodial
campaign.

baseOutboundcampaign
This section contains information about campaigns.

autodialCampaign
Contains information about autodial campaigns. It is used by
createAutodialResponse, getAutodialCampaignResponse, and
modifyAutodialCampaign

Name Type Examples

agentAvailability agentAvailability Types of agent states
considered available. Autodial
campaigns dial only agents that
are available to process calls. If
omitted, the list is dialed
continuously regardless of agent
availability.
agentSkillName string Numbers dialed only if agents
with the specified skill are
available. If empty when
dialIfAgentsAvailable=Tru
e, agent availability is for any
skill.
When
modifyAutodialCampaign
specifies
agentSkillName=null, the
value remains.
defaultIvrSchedule ivrScriptSchedule Schedule of the IVR script that
processes call flow. Required for

31 Configuration Web Services • Reference Guide

 Data Types

baseOutboundcampaign

Name Type Examples

inbound and autodial calls.
dialIfAgentsAvailable boolean Whether to dial numbers only if
agents with agentSkillName
are available.
l True: Dial only if agents are
available in the skill group.
l False: Dial regardless of
agent availability in the skill
group.
maxNumOfLines int Maximum number of outbound
phone lines dedicated to the
campaign.

outboundCampaign
Contains information about outbound campaigns. All data types used by
createOutboundCampaign are listed below. Depending on the campaign mode and
your goal, you can use these flags as follows:

Goal limitPreview dialNumberOn previewDial

Time Timeout Immediately
Unlimited preview time false false
Limited preview time true false
Dial number true true false
Set agent to not ready true false false
Dial immediately true

This figure shows the relationship between the groups of elements.

32 Configuration Web Services • Reference Guide

 Data Types

baseOutboundcampaign

Name Type Description

actionOnAnswerMachine campaignDialingAction Action to take when
the answering
machine is detected.
actionOnQueueExpiration campaignDialingAction Action to take when
the maximum queue
time expires, which
occurs when no
agent is available to
take a call.
callAnalysisMode callAnalysisMode Types of attempts
when a call is
answered.
callsAgentRatio double For campaigns in the
power mode, count

33 Configuration Web Services • Reference Guide

 Data Types

baseOutboundcampaign

Name Type Description

of phone numbers
dialed for an agent
ready for a new call.
dialNumberOnTimeout boolean For campaigns in the
preview mode, use
as follows:
l True: Dial number
when preview
time expires.
l False: Set agent
to Not Ready
state.
dialingMode campaignDialingMode Types of dialing
modes.
dialingPriority int Method to set the
Version 9.5 dialing priority of the
running outbound
campaign by
assigning a priority
to each campaign.
The default for all
campaigns is 3; the
range is 1 to 99.
To enable this
feature, see
campaignsSetting
s.
dialingRatio int Method to set the
Version 9.5 dialing priority of the
running outbound
campaign by using a
ratio (1 to 99). The
default is 50.
To enable this
feature, see
campaignsSetting
s.
distributionAlgorithm distributionAlgorithm Method used by the
ACD to transfer calls

34 Configuration Web Services • Reference Guide

 Data Types

baseOutboundcampaign

Name Type Description

to agents.
distributionTimeFrame distributionTimeFrame Time intervals used
by
distributionAlgorith
m.
limitPreviewTime boolean For campaigns in the
preview mode, use
as follows:
l True: Dial contact
number after
maxPreviewTime.
l False: Allow
agents to preview
the contact
number for an
unlimited time.
maxDroppedCallsPercentage float Maximum allowed
percentage of
dropped calls. Use
when
monitorDroppedCa
lls is set to true.
maxPreviewTime timer Duration until
expiration of the
preview time.
maxQueueTime timer Maximum time
allowed for calls in a
queue.
monitorDroppedCalls boolean Whether to keep
track of the dropped
call percentage of
the campaign.
l True: Keep track
of the dropped
calls for the last
30 days or since
the last reset.
l False: Do not

35 Configuration Web Services • Reference Guide

 Data Types

baseOutboundcampaign

Name Type Description

keep track of the
dropped calls.
previewDialImmediately boolean For outbound
campaigns in
preview mode, use
as follows:
l True:
Automatically dial
the number
without waiting
for an action from
the agent.
l False: Do not dial
the number
automatically.
useTelemarketingMaxQueTim boolean Whether to enable
eEq1 maximum queue
Version 9.5 time for
telemarketing in
campaigns to one
second.
generalCampaign
analyzeLevel int Voice detection level
for an answering
machine. The values
range from 0 (fast
detection) to 11
(accurate detection).
CRMRedialTimeout timer Minimum time
before redialing a
contact record after
all numbers for the
contact record have
been dialed or
skipped. The default
is 10 minutes.
dnisAsAni boolean When transferring
calls to third parties,

36 Configuration Web Services • Reference Guide

 Data Types

baseOutboundcampaign

Name Type Description

whether to override
the default DNIS of
the domain by using
the contact’s phone
number (ANI) as the
DNIS (caller ID).
l True: Override
the default DNIS.
l False: Do not
override the
default DNIS.
enableListDialingRatios boolean Whether to use list
dialing ratios, which
enable multiple lists
to be dialed at
specified
frequencies.
l True: Enable
dialing ratios.
l False: Do not
enable dialing
ratios.
listDialingMode listDialingMode Describes the list
dialing mode.
noOutOfNumbersAlert boolean When an outbound
campaign runs out
of numbers to dial,
whether to turn off
notification
messages to
administrators and
supervisors that the
campaign is no
longer dialing
because the lists are
complete.
l True: Turn off
notification

37 Configuration Web Services • Reference Guide

 Data Types

baseOutboundcampaign

Name Type Description

messages.
l False: Do not turn
off notification
messages.
stateDialingRule campaignStateDialingRul How dialing rule
Version 9.5 e options are used in
the campaign.
timeZoneAssignment campaignTimeZoneAssignm How time zone are
Version 9.5 ent assigned the
campaign.
campaign
autoRecord boolean Whether to record
all calls of the
campaign.
l True: Record all
calls.
l False: Do not
record all calls.
callWrapup campaignCallWrapup Details for the work
time after the call.
ftpHost string Host name of the
FTP server.
ftpPassword string Password of the FTP
server.
ftpUser string User name for the
FTP server.
recordingNameAsSid boolean For FTP transfer,
whether to use the
session ID as the
recording name.
l True: Use the
session ID as
recording name.
l False: Do not use
the session ID as
recording name.

38 Configuration Web Services • Reference Guide

 Data Types

basicImportResult

Name Type Description

useFtp boolean Whether to use FTP
to transfer
recordings.
l True: Use FTP to
transfer
recordings
l False: Do not use
FTP to transfer
recordings.

basicImportResult
Contains information about rejected records.

Name Type Description

failureMessage string Description of the error sent to
your email address or in the
newly added callback messages.
importIdentifier string Identifier used to check the
Version 9.5 status and outcome of a data
import operation.
importTroubles importTrouble Reason for the rejection.
Version 3
keyFields string Set of fields marked as keys that
Version 3 define the rejected record.
success boolean Whether the request was
Version 9.5 successful.
uploadDuplicatesCount long Number of duplicate contact
records inserted.
uploadErrorsCount long Number of errors in the updated
contact records.
warningsCount entry Number of warnings associated
[0..unbounded] with the imported data.

In addition, these data types use basicImportRresult:

39 Configuration Web Services • Reference Guide

 Data Types

basicImportResult

This figure shows the relationship between the data types.

crmImportResult
Contains the results of an import transaction.

Name Type Description

crmRecordsDeleted long Number of deleted contact records.
crmRecordsInserted long Number of inserted contact records.
crmRecordsUpdated long Number of updated contact records.

dispositionsImportResult
Contains the information returned by a dispositions update transaction.
dispositionsImportResult extends dispositionsImportResult.

Name Type Description

dispRecordsUpdated long Number of updated disposition records.

listImportResult
Contains information about the imported contact records. listImportResult extends
basicImportResult.

Name Type Description

callNowQueued long Record in the queue ready to be dialed.

40 Configuration Web Services • Reference Guide

 Data Types

basicImportSettings

Name Type Description

Value is 0 or 1.
crmRecordsInserted long Number of inserted contact records.
crmRecordsUpdated long Number of updated contact records.
listName string Name of list into which data was
imported.
listRecordsDeleted long Number of deleted list records.
listRecordsInserted long Number of inserted list records.
recordDispositionsReset long Number of reset records.
Version 9.5

basicImportSettings
Contains the settings for updating all lists and contacts.

Name Type Description

allowDataCleanup boolean Whether to remove duplicate
entries from a list.
l True: Remove duplicate entries.
l False: Ignore duplicate entries.
callbackFormat callbackFormat File format of the HTTP callback
Version 9.5 message.
callbackUrl string URL of the callback passed in the
Version 9.5 batch method.
countryCode string Two-letter codes defined in ISO
countryCode 3166-1.
Version 4
failOnFieldParseError boolean Whether to stop the import if
Version 3 incorrect data is found:
l True: The record is rejected when
at least one field fails validation.
l False: Default. The record is
accepted. However, changes to

41 Configuration Web Services • Reference Guide

 Data Types

basicImportSettings

Name Type Description

the fields that fail validation are
rejected.
fieldsMapping fieldEntry Mapping of the column number to
[1..unbounded] the field name in the contact
database.
For listUpdateSettings, the
column number starts at 1, whereas
for listUpdateSimpleSettings,
the column number starts at 0.
reportEmail string Notification about import results is
sent to the email addresses that you
set for your application. See also
basicImportResult.
The following methods ignore the
value of reportEmail:
l addRecordToList
l addRecordToListSimple
l deleteRecordFromList
l updateCrmRecord
l asyncAddRecordsToList
l asyncDeleteRecordsFromList
l asyncUpdateCrmRecords
l asyncUpdateCampaignDispositio
ns
separator string Any ASCII character, such as a
comma, used to separate entries in
a list.
skipHeaderLine boolean Whether to omit the top row that
contains the names of the fields.
l True: Omit the top row.
l False: Include the top row.

These data types use basicImportSettings:

This figure shows the relationship between the data types.

42 Configuration Web Services • Reference Guide

 Data Types

basicImportSettings

crmDeleteSettings
Contains deletion settings.

Name Type Description

crmDeleteMode crmDeleteMode Information about the deletion settings.

crmUpdateSettings
Contains the CRM update settings.

Name Type Description

crmAddMode crmAddMode Describes how to add a contact record.
crmUpdateMode crmUpdateMode Describes how to update a contact record.

dispositionsUpdateSettings
Contains the disposition update settings.

Name Type Description

commonDispositionValue string Disposition value when the
same disposition is
assigned to all records in
the list.
dispositionColumnNumber int Column number for the
disposition value of a
record. The column is
created when not assigning
the same disposition for all

43 Configuration Web Services • Reference Guide

 Data Types

basicImportSettings

Name Type Description

records in the list.
dispositionsUpdateMode dispositionsUpdateMo Describes how dispositions
de are updated.
updateToCommonDispositi boolean For all records, whether to
on use the disposition value
specified in
commonDispositionValu
e.
l True: Use
commonDispositionVa
lue.
l False: Do not use
commonDispositionVa
lue.
warnIfNoCrmMatchFound boolean Whether to add a warning
in the import transaction
report when records do not
match a CRM record.
l True: Warn when no
CRM match exists.
l False: Do not warn
when no CRM match
exists.

listDeleteMode
Contains the options for deleting records from a list.

Name Type Description

DELETE_ALL string Delete all records. Does not apply to single record
transactions, such as with the deleteRecordFromList
method.
DELETE_IF_ string Delete only if a single match is found in the database.
SOLE_CRM_
MATCH
DELETE_ string Delete all records except the first matched record.
EXCEPT_FIRST

44 Configuration Web Services • Reference Guide

 Data Types

basicImportSettings

listUpdateSettings
Contains the list update settings.

Name Type Description

callNowColumnNumber int Column number, starting with 1.
If a record should be dialed
immediately, the content of the
column is 1, T, Y, and Yes. This
column is not included in the
fieldsMapping parameter and is
not imported in the contact
database.
If callNowMode is also specified,
only records that have a true value
and apply to callNowMode are
called immediately.
If you do not want to add a column
for each imported record, use
callNowMode singly.
callNowMode callNowMode Whether records are dialed
immediately.
If callNowColumnNumber is also
specified, callNowMode applies to
all records with a true value in the
specified column.
If callNowColumnNumber is
omitted, the callNowMode applies
to all records imported by the
request.
callTime long When to dial the records (Epoch
time in milliseconds); applies to all
records in the request, except for
those with a value in the
timeToCallColumn; does not apply
to the addToList method, which is
used to process batch record
transactions.
The call time value is applied only
if the campaign exists when the

45 Configuration Web Services • Reference Guide

 Data Types

basicImportSettings

Name Type Description

record is added to the list assigned
to that campaign. However, if a
campaign is created or associated
with a list after the record is added
to the list, calls may be dialed
sooner than the specified value,
depending on the size of the list,
the position of the record in the
list, and the other parameters
assigned to the list in the
campaign.
callTimeColumnNumber int Column that contains the times
(Epoch time) to call individual
records. If a record contains a valid
time, this time is used instead of
the callTime parameter. Does
not apply to the addToList
method, which is used to process
batch record transactions.
cleanListBeforeUpdate boolean Whether all records in the list
should be removed before adding
new records.
l True: Remove records before
adding new ones.
l False: Do not remove records
before adding new ones.
crmAddMode crmAddMode Whether contact records should
be added when a new record is
inserted into a dialing list.
crmUpdateMode crmUpdateMode Whether contact records should
be updated when a record is
added to a dialing list.
listAddMode listAddMode Describes how to update the list.

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 Data Types

callCounterState

callCounterState
Contains the maximum number and count of requests sent for a specific operation type
in a specific time period.

Name Type Description

limit long Limit of the operation.
operationType apiOperationType Type of operation.
value long Number of requests already sent in that
time interval.

callNowMode
Contains the records that are dialed immediately.

Name Type Description

NONE string Default. No records are dialed immediately.
NEW_CRM_ONLY string Newly created CRM records are dialed immediately.

NEW_LIST_ string New list records are dialed immediately even if the
ONLY corresponding CRM records existed before the import.
ANY string All imported records are dialed immediately.

callAnalysisMode
Contains the types of attempts when a call is answered.

Name Type Description

NO_ANALYSIS string No detection is attempted.
FAX_ONLY string Fax detection is attempted.
FAX_AND_ANSWERING_ string Fax and answering machine detection are
MACHINE attempted.

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 Data Types

callLogReportCriteria

callLogReportCriteria
No longer used. For report information, see runReport and its data types.

callType
Removed from
Version 10

Contains the options used in reports to qualify calls or parts of calls.

Name Type Description

AGENT string Call dialed manually by an agent.
AUTODIAL string Call in an autodial campaign.
INBOUND string Call in an inbound campaign.
INBOUND_VOICEMAIL string Voicemail in an inbound campaign.

INTERNAL string Call made in your Five9 domain.

INTERNAL_ string Voicemail made within your Five9 domain.
VOICEMAIL
OUTBOUND string Call in an outbound campaign.
OUTBOUND_PREVIEW string Call in preview mode made in an outbound
campaign.
OUTBOUND_ string Voicemail made in an outbound campaign.
VOICEMAIL
TEST string Test call.

callVariable
Contains the details of a call variable.

48 Configuration Web Services • Reference Guide

 Data Types

callVariable

Name Type Description

applyToAllDispositions boolean Whether to use the
variable for all
dispositions.
l True: Use the variable
for all dispositions.
l False: Do not use the
variable for all
dispositions.
defaultValue string Optional value that may
be assigned to a call
variable. Some data types
(callVariableType) can
have a default value.
description string Description of the
variable.
dispositions string If
[0..unbounded] applyToAllDispositio
ns is False, this parameter
lists the names of the
dispositions for which to
set this variable.
group string Group name of the call
variable.
name string Name of the call variable.
reporting boolean Whether to add the
values to reports:
l True: Variables are
added to reports.
l False: Default.
Variables are not
added to reports.
restrictions callVariableRestriction Possible values of the
[0..unbounded] variable.
sensitiveData boolean Whether the variable
Version 9.5 contains personal data
that identifies the
customer.

49 Configuration Web Services • Reference Guide

 Data Types

callVariableRestriction

Name Type Description

type callVariableType One of the available types
of call variables.

callVariableRestriction
Contains the restriction values of a call variable.

Name Type Description

type cavRestrictionType One of the available restrictions.
value string Value by which to limit the variable.

callVariableType
Contains the possible data types of a call variable.

Name Type Description

STRING string Letters and numbers.
NUMBER string Numbers only.
DATE string Date only.
TIME string Time only.
DATE_TIME string Date and time.
CURRENCY string Currency.
BOOLEAN string True or false.
PERCENT string Percentage.
EMAIL string Email address.
URL string URL.
PHONE string Phone number.
TIME_PERIOD string Time interval.

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 Data Types

callVariablesGroup

callVariablesGroup
Contains a group of call variables.

Name Type Description

description string Description of the group.
name string Name of the group.
variables callVariable [0..unbounded] List of call variable objects.

callbackFormat
Version 9.5

Contains the file format of the HTTP callback message in the HTTP Content-Type
header. For asynchronous batch methods, the HTTP callback request enables the API
client to provide the URL for the VCC API server to post the list update results after
processing is completed.

l addToList
l deleteFromList
l addToListCsv
l deleteFromListCsv
l addToListFtp
l deleteFromListFtp
l asyncAddRecordsToList
l updateContacts
l asyncDeleteRecordsFromList
l updateContactsCsv
l asyncUpdateCrmRecords
l updateContactsFtp
l deleteAllFromList
l updateDispositions
l deleteFromContacts
l updateDispositionsCsv
l deleteFromContactsCsv
l updateDispositionsFtp
l deleteFromContactsFtp

Name Type Description

string Possible values:
l XML: text/xml;charset=UTF-8
l JSON: application/json

51 Configuration Web Services • Reference Guide

 Data Types

campaign

campaign
Contains the campaign attributes returned by getCampaignsResponse.

Name Type Description

description string Description of the campaign.
mode campaignMode Campaign mode.
name string Name of the campaign.
profileName string Campaign profile name. Applies only to the
advanced campaign mode.
state campaignState Current state of the campaign.
trainingMode boolean Whether the campaign is in training mode.
l True: Campaign in training mode.
l False: Campaign not in training mode.
type campaignType Category of campaign.

campaignCallWrapup
Contains the details for the work time after the end of a call.

Name Type Description

agentNotReady boolean Whether to automatically place agents who reach a
call timeout in a Not Ready state.
l True: Set agents to Not Ready state.
l False: Do not set agents to Not Ready state.
dispostionName string Name of disposition automatically set for the call if
Note spelling. the timeout is reached.
enabled boolean Whether to limit the wrap-up time of agents.
l True: Limit the wrap-up time.
l False: Do not limit the wrap-up time.
reasonCodeName string Not Ready reason code for agents who are

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 Data Types

campaignDialNumber

Name Type Description

automatically placed in Not Ready state after
reaching the timeout.
timeout timer Time limit for agents in wrap-up mode.

campaignDialNumber
Contains the types of numbers associated with a campaign.

Name Type Description

Primary string Primary contact number.
Alt1 string First alternate contact number.
Alt2 string Second alternate contact number.

campaignDialingAction
Contains the possible actions to take after dialing a number.

Name Type Description

actionArgument string Name of prompt or IVR
script to execute when a
campaign-related event
occurs. It is ignored when
action type is DROP_CALL.
actionType campaignDialingActionType Action to take when a
specific event occurs.
maxWaitTime timer Maximum waiting time for
action on answering
machine.

53 Configuration Web Services • Reference Guide

 Data Types

campaignDialingActionType

campaignDialingActionType
Contains the types of dialing actions.

Name Type Description

DROP_CALL string Drop the call.
PLAY_PROMPT string Play a prompt.
START_IVR_SCRIPT string Start an IVR script.

campaignDialingMode
Contains the possible dialing modes.

Name Type Description

PREDICTIVE string Depending on campaign statistics, dials at a variable
calls-to-agent ratio. For maximum agent use, predicts
agent availability to begin dialing calls before an agent
becomes ready for calls.
PROGRESSIVE string Depending on campaign statistics, dials at a variable
calls-to-agent ratio when an agent becomes available.
TCPA string Enables the agent to review the contact details before
PREVIEW dialing or skipping the record.
To use the Preview-Only Manual-Dialing mode as
defined in the VCC (for outbound campaigns only), you
must set limitPreviewTime=True and
dialNumberOnTimeout=False. For more information
on setting related flags, see outboundCampaign.

Note: For domains enabled for TCPA, only this

dialing mode is allowed.

POWER string Dials at a fixed calls-to-agent ratio (1-to-1 or higher)

when an agent becomes available.

54 Configuration Web Services • Reference Guide

 Data Types

campaignDialingOrder

campaignDialingOrder
Contains the dialing order of phone numbers when contact records have multiple
phone numbers.

Name Type Description

PrimaryAlt1Alt2 string Primary > first alternate > second alternate.
PrimaryAlt2Alt1 string Primary > second alternate > first alternate.
Alt1PrimaryAlt2 string First alternate > primary > second alternate.
Alt1Alt2Primary string First alternate > second alternate > primary.
Alt2PrimaryAlt1 string Second alternate > primary > first alternate.
Alt2Alt1Primary string Second alternate > first alternate > primary.

campaignDialingSchedule
Contains the dialing configurations for a campaign profile.

Name Type Description

dialASAPSortOrder dialSortOrder Order for dialing
numbers in the ASAP
queue.
dialASAPTimeout int Duration before
records that are not
dialed are removed
from the ASAP queue
and are treated as
normal records.
dialASAPTimeoutPeriod timePeriod Unit that specifies the
dial ASAP time-out.
dialingOrder campaignDialingOrder Dialing order when
contact records have
multiple phone
numbers.

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 Data Types

campaignFilterCriterion

Name Type Description

dialingSchedules campaignNumberSchedule Time ranges used to
[0..unbounded] call each of the three
possible number
associated with a
campaign.
includeNumbers campaignDialNumber Whether to call each of
[0..unbounded] the three numbers in
the campaign
associated with the
profile.

campaignFilterCriterion
Contains the criterion by which to filter records in the dialer.

Name Type Description

compareOperator compareOperatorType Comparison between the contact
field (left value) and the value
(right value).
leftValue string Contact field or variable to use as
filter.
rightValue string Value to use as filter.

campaignMode
Contains the options for a campaign.

Name Type Description

BASIC string Campaign with default settings, without a campaign profile.
ADVANCED string Campaign with a campaign profile specified in the
profileName parameter.

56 Configuration Web Services • Reference Guide

 Data Types

campaignNumberSchedule

campaignNumberSchedule
Contains the time ranges applied to a number associated with a record.

Name Type Description

number campaignDialNumber Which numbers associated with a record to
consider.
startTime timer When, in local time, to start dialing
numbers for an outbound campaign.
stopTime timer When to stop dialing numbers.

campaignProfileFilter
Contains the configurations for the campaign profile filter.

Name Type Description

crmCriteria campaignFilterCriterion Filter criteria for the records.
[0..unbounded]
grouping crmCriteriaGrouping Configuration for the criteria of
the filter group.
orderByFields orderByField Sorting order for the records in
[0..unbounded] the dialer.

campaignProfileInfo
Contains the details of a campaign profile.

Name Type Description

ANI string ANI to send with
outbound call.
description string Description of the

57 Configuration Web Services • Reference Guide

 Data Types

campaignProfileInfo

Name Type Description

profile.
dialingSchedule campaignDialingSchedule Order and time for
dialing the numbers in a
record.
dialingTimeout int Time to wait before
disconnecting an
unanswered call and
logging it as No Answer.
The default is 17
seconds.
initialCallPriority int Priority initially assigned
to inbound and
outbound calls on a
scale of 1 to 100.
Inbound calls have a
default priority of 60.
Calls with a higher
priority are answered
first, regardless of their
time in a queue. To force
calls from a campaign to
be answered before
those from other
campaigns, increase the
priority by 1.
maxCharges int Applies to inbound and
outbound calls.
Maximum dollar amount
for long distance
charges. The campaign
stops automatically
when this amount is
reached. Zero means no
limit.
name string Name of campaign
profile.
numberOfAttempts int For outbound
campaigns, number of
dialing attempts for

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 Data Types

campaignState

Name Type Description

phone numbers in a list
record, including redials
due to disposition
settings.

campaignState
Contains the possible states of a campaign.

Name Type Description

NOT_RUNNING string Campaign not currently active.

STARTING string Campaign being initialized.

RUNNING string Campaign currently active.
STOPPING string Campaign currently stopping.
RESETTING string Temporary state of an outbound campaign that is
returning to its initial state. All dialing results of the
outbound campaign are cleared so that all records can be
redialed.

campaignStateDialingRule
Version 9.5

Contains the possible dialing rule methods for finding the allowed dialing days and
hours.

Name Type Description

string Possible values:
l FOLLOW_STATE_RESTRICTIONS: Follow state restrictions.
l INHERIT_DOMAIN_SETTINGS: Use domain settings.

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 Data Types

campaignStrategies

Name Type Description

l REGION: Use the dialing rules of the contact’s state.
l REGION_THEN_PHONE_NUMBER: Initially, use the dialing rules of
the contact’s state. Afterward, search by using the phone
number (area code and prefix).
l REGION_THEN_POSTCODE: Initially, use the dialing rules of the
contact’s state. Afterward, search by using postal code.

campaignStrategies
Version 4

Contains a list of campaign strategies. For each campaign, you can create up to 20
strategies, and you can use up to 20 active strategies concurrently.

Name Type Description

strategies campaignStrategy List of all strategies in your
[0..unbounded] domain.

campaignStrategy
Version 4

Contains information about a campaign strategy. A strategy is a set of rules that

enables you to set dialing patterns for processing dialing lists.

Name Type Description

description string Optional description of the
strategy.
enabled boolean Whether the strategy is
active. At least one
strategy, named Default,
must be active.

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 Data Types

campaignStrategyFilter

Name Type Description

filter campaignStrategyFilter Conditions that apply to a
strategy.
name string Required name of the
strategy. However, you can
modify the name at any
time.
schedule campaignStrategyPeriod Dialing pattern for the
[..unbounded] strategy.
startAfterTimeMins long Start time (HH:MM) for the
strategy. The strategy can
start as soon as the dialing
list is ready. If you leave
this field blank, the dialer
starts to dial immediately.

campaignStrategyFilter
Version 4

Contains the conditions that apply to a strategy.

Name Type Description

conditionGroupingType crmCriteriaGroupingType Types of filters that
you can apply.
conditions campaignFilterCriterion List of criteria used by
[..unbounded] the dialer to filter
records.
customGrouping string Custom type of group.

campaignStrategyPeriod
Version 4
Contains the dialing pattern for the strategy.

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 Data Types

campaignTimeZoneAssignment

Name Type Description

redialAfterMins long Number of minutes for the dialer to wait before
redialing a number.
startFromDay long Day of the week to start the strategy.

campaignTimeZoneAssignment
Version 9.5

Contains the possible methods for finding the contact’s time zone.

Name Type Description

string Possible values:
l INHERIT_DOMAIN_SETTINGS: Use domain settings.
l PHONE_NUMBER: Search for the time zone by using the phone
number (area code and prefix).
l POSTCODE_THEN_PHONE_NUMBER: Initially, search for the time
zone by using the postal code. Afterward, search by using the
phone number (area code and prefix).
l REGION_THEN_PHONE_NUMBER: Initially, search for the time
zone by using the state. Afterward, search by using the phone
number (area code and prefix).

campaignType
Contains the types of campaigns.

Name Type Description

OUTBOUND string Calls made by a dialer to customers in lists created by
administrators. These calls are passed to agents who
process the calls.
AUTODIAL string Numbers are dialed automatically to phone numbers in a

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 Data Types

campaignsSettings

Name Type Description

list. The campaign uses call-progress detection to determine
whether the call was received by an answering machine or a
person.
INBOUND string Calls received from customers originate from a DNIS. The
calls are processed according to the rules set in the IVR
Script of the campaign.

campaignsSettings
Version 9.5

Contains information about domain settings for running outbound campaigns.

Name Type Description

gracefulAgentStateTransitionDelay int Domain setting:
Number of seconds
between the
agents’ action and
the effective
change of the
agents’ state to Not
Ready.
gracefulAgentStateTransitionModeEnabled boolean Domain setting:
Whether to enable
Graceful Agent
State Transition.
priorityEnabled boolean Whether absolute
priority is enabled.
You may enable
priority, ratio, both,
or neither.
ratioEnabled boolean Whether priority by
ratio is enabled.
You may enable
priority, ratio, both,
or neither.

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 Data Types

cannedReport

cannedReport
Contains reference information for a canned report.

Name Type Description

index int Order number of the report.
name string Name of the report.

cavRestrictionType
Contains the possible restrictions that can be placed on the value of a call variable.

Name Type Description

MinValue string Minimum value.
MaxValue string Maximum value.
Regexp string Regular expressions.
Required string Field must contain a value.
Set string Single value.
Multiset string Several possible values.
Precision string Sum of the digits before and after the decimal
point.
Scale string Digits after decimal point.
TimeFormat string Time format.
DateFormat string Date format.
TimePeriodFormat string Time interval format.
CurrencyType string Symbol for the type of currency, for example: $

compareOperatorType
Contains the operators for the filter criteria.

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 Data Types

contactField

Name Type Description

Contains string Contains a specified value.
DontContains string Does not contain a specified value.
Note spelling.
IsNull string Null.
IsNotNull string Is not null.
EndsWith string Ends with.
Equals string Is equal to.
NotEqual string Not equal to.
Greater string Greater than.
GreaterOrEqual string Greater than or equal to.
Less string Less than.
LessOrEqual string Less than or equal to.
Like string Specified pattern in a column (see SQL LIKE
operator)
StartsWith string Starts with.

contactField
Contains the configuration of a contact field.

Name Type Description

displayAs contactFieldDisplay Display options for the data in
the Agent desktop.
mapTo contactFieldMapping Map of the system information
into the field. The field is updated
when a disposition is set.
name string Name of the contact field.
restrictions contactFieldRestriction Restrictions imposed on the data
[0..unbounded] that can be stored in this field.
system boolean Whether this field is set by the
system or an agent.

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 Data Types

contactFieldDisplay

Name Type Description

l True: Field set by system.
l False: Field set by agent.
type contactFieldType Type of data stored in this field.

contactFieldDisplay
Contains the options for the appearance of field data in the agent’s desktop.

Name Type Description

Short string Half line.
Long string Full line.
Invisible string Not represented.

contactFieldMapping
Contains data that can be mapped to a specific field in the contact database.

Name Type Description

None string
LastAgent string Name of last logged-in agent.
LastDisposition string Name of last disposition assigned
to a call.
LastSystemDisposition string Name of last system disposition
assigned to a call.
LastAgentDisposition string Name of last disposition assigned
by an agent to a call.
LastDispositionDateTime string Date and time of last disposition
assigned to a call.
LastSystemDispositionDateTime string Date and time of last system

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 Data Types

contactFieldRestriction

Name Type Description

disposition assigned to a call.
LastAgentDispositionDateTime string Date and time of last disposition
assigned by an agent to a call.
LastAttemptedNumber string Last number attempted by the
dialer or by an agent.
LastAttemptedNumberN1N2N3 string Index of the last dialed phone
number in the record: number1,
number2, or number3.
LastCampaign string Name of the last campaign that
dialed the record.
AttemptsForLastCampaign string Dialing attempts for last
campaign.
LastList string Name of last list used.
CreatedDateTime string Date and time of record creation
in the contact database.
LastModifiedDateTime string Date and time of record
modification in the contact
database.

contactFieldRestriction
Contains the restriction that applies to the data stored in a contact field.

Name Type Description

type contactFieldRestrictionType One of the restriction types.
value string Value of the restriction, such as $ if
the restriction type is CurrencyType.

contactFieldRestrictionType
Contains the available types of restrictions.

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 Data Types

contactFieldType

Name Type Description

MinValue string Minimum value.
MaxValue string Maximum value.
Regexp string Regular expressions.
Required string Field must contain a value.
Set string Single value.
Multiset string Several possible values.
Precision string Sum of the digits before and after the decimal
point.
Scale string Digits after decimal point.
TimeFormat string Time format.
DateFormat string Date format.
TimePeriodFormat string Time interval format.
CurrencyType string Symbol for the type of currency, for example: $.

contactFieldType
Contains the types of data that can be stored in a specific contact field.

Name Type Description

STRING string Letters and numbers.
NUMBER string Numbers only.
DATE string Date only.
TIME string Time only.
DATE_TIME string Date and time.
CURRENCY string Currency.
BOOLEAN string True or false.
PERCENT string Percentage.
EMAIL string Email address.
URL string URL.
PHONE string Phone number.
TIME_PERIOD string Time interval.

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 Data Types

contactsLookupResult

contactsLookupResult
Contains the contact database records that match the crmLookupCriteria.

Name Type Description

fields string [0..unbounded] Field names in the contact database.
records record [0..unbounded] Records in the contact database.

crmAddMode
Specifies whether a contact record is added to the contact database when a new
record is added to a dialing list.

Name Type Description

ADD_NEW string Contact records are created in the contact database and are
added to the dialing list.
DONT_ string Records are added to the dialing list but no records are created
ADD in the contact database.

crmManagerRole
Contains the attributes and permissions that can be assigned to a CRM manager.

crmManagerPermission
Contains the permissions assigned to a user.

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 Data Types

crmManagerPermissionType

Name Type Description

type crmManagerPermissionType Information about the permissions that
can be assigned to a CRM manager.
value boolean Whether the CRM manager is assigned
the permission.
l True: CRM manager is assigned the
permission.
l False: CRM manager is not assigned
the permission.

crmManagerPermissionType
Contains the possible permissions that can be assigned to a CRM Manager. Currently,
there are no permissions that can be assigned to the CRM Manager role.

crmCriteriaGrouping
Contains the conditions for the filter group of a campaign profile.

Name Type Description

expression string Expression for the group of filters if
crmCriteriaGroupingType=Custom
. The supported operators are AND,
OR, NOT.
Example: (1 AND 2 AND 3) OR (4
AND 5 AND 6 AND 7)
type crmCriteriaGroupingType Possible types of filters.

crmCriteriaGroupingType
Contains the types of filters that you can apply before a record can be called.

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 Data Types

crmDeleteMode

Name Type Description

All string All the conditions must be met.
Any string Any of the conditions must be met.
Custom string Custom relationship defined by
crmCriteriaGrouping=expression.

crmDeleteMode
Contains the modes used for deleting data from the contact database.

Name Type Description

DELETE_ALL string Delete all records. Does not apply to single
record transactions, such as when using the
deleteRecordFromList method.
DELETE_SOLE_MATCHES string Delete only single matches.

DELETE_EXCEPT_FIRST string Delete all records except the first matching

record.

crmDeleteSettings
Contains the available options for deleting data from the contact database.

Name Type Description

basicImportSettings crmDeleteSettings Information about the deletion
options.

crmFieldCriterion
Contains an individual criterion in the contact database.

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crmImportResult

Name Type Description

field string Field in the contact database.
value string Value in the contact database.

crmImportResult
Contains the results of an import transaction.

Name Type Description

basicImportResult crmImportResult Information about list import.

crmLookupCriteria
Contains the criteria used to find matching records in the contact database.

Name Type Description

contactIdField string Field name of the response that
contains the ID of the contact, which is
the internal database identifier in the
VCC.
criteria crmFieldCriterion List of contact database criteria.
[0..unbounded]

crmUpdateMode
Contains how contact records should be updated when records are added to a dialing
list.

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 Data Types

crmUpdateSettings

Name Type Description

UPDATE_FIRST string Update the first matched record.
UPDATE_ALL string Update all matched records. Does not
apply to single record transactions, such as
with the updateCrmRecord method.
UPDATE_SOLE_MATCHES string Update only if one matched record is
found.
DONT_UPDATE string Do not update any record.

crmUpdateSettings
Contains CRM update settings.

Name Type Description

basicImportSettings crmUpdateSettings Detailed information about the
settings. See section on
basicImportSettings.
crmAddMode crmAddMode Describes how to add a contact
record.
crmUpdateMode crmUpdateMode Describes how to update a
contact record.

cssTheme
Version 9.5

Contains the possible CSS theme values.

Name Type Description

cssTheme string Possible styles (a – d) that you can use for the Visual IVR
that your customers see.

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 Data Types

customDispositionType

customDispositionType
Contains CRM update settings.

Name Type Description

FinalDisp string Any contact number of the contact is not
dialed again by the current campaign.
FinalApplyToCampaigns string Contact is not dialed again by any campaign
that contains the disposition.
AddActiveNumber string Adds the number dialed to the DNC list.
AddAndFinalize string Adds the call results to the campaign
history. This record is no longer dialing in
this campaign. Does not add the contact’s
other phone numbers to the DNC list.
AddAllNumbers string Adds all the contact’s phone numbers to
the DNC list.
DoNotDial string Number is not dialed in the campaign, but
other numbers from the CRM record can be
dialed.
RedialNumber string Number is dialed again when the list to dial
is completed, and the dialer starts again
from the beginning.

customReportCriteria
Contains the criteria by which to filter the data contained in a report.

Name Type Description

reportObjects reportObjectList List of objects by which to filter
[0..unbounded] the report.
time reportTimeCriteria Start and end of reporting time.

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 Data Types

data

data
Contains the parameter that contains the value of one field of a contact record.

Name Type Description

data string Value of one field of a contact record. One data
[0..unbounded] parameter must be used for each contact record field.
In the row, list of values that correspond to the column
names of the header row.

dateRange
Contains the dates for which a dialing rule applies. You must specify either the days of
the week or a date range. If both are specified, daysOfWeek is used, and the date range
is ignored.

Name Type Description

daysOfWeek dayOfWeek [0..unbounded] Array of the days of the week.
endDate dateTime Last day of the date range.
startDate dateTime First day of the date range.

dayOfWeek
Contains the days of the week.

Name Type Description

SUNDAY string
MONDAY string
TUESDAY string
WEDNESDAY string

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 Data Types

dialSortOrder

Name Type Description

THURSDAY string
FRIDAY string
SATURDAY string

dialSortOrder
Contains the order for dialing numbers in the ASAP queue.

Name Type Description

LIFO string Last in, first out: newest added called first.
FIFO string First in, first out.
ContactFields string Sort order of the campaign profile.

dialingRule
Contains the configuration for a dialing rule. Dialing rules are used to ensure that the
VCC does not dial numbers during certain times or days.

Name Type Description

applyToManualCalls boolean Whether to restrict manual calls to the
dialing rule.
l True: Restrict manual calls.
l False: Do not restrict manual calls.
contactText string Comma-separated list of the possible
entries for a state in the calling list. For
example, "Alabama, AL" indicates that
the state dialing rule applies to contact
records that have either Alabama or
AL in the state contact field. If
omitted, the name and abbreviation of
the state are used by default.

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 Data Types

disposition

Name Type Description

dateRange dateRange Date range when dialers do not dial
numbers.
fixedTimeZone string Time zone used by the dialer to check
whether a number can be called. If
omitted, the time zone of the dialed
number is used by default. For
example, US/Pacific is used for PDT
time. The names of the time zones are
located in the Dialing Rules tab of
Administrator VCC Configuration.
name string Name of the dialing rule.
state stateProvince State for which to apply this rule. If
omitted, the rule applies to numbers
of any state. If specified, the rule
applies to the value of the state
contact field.
timeRange timeRange Part of the day that applies to the rule.
If omitted, the assumption is all day
long.

disposition
Contains the attributes of a custom disposition.

Name Type Description

agentMustComplete boolean Whether the
Worksheet agent needs to
complete a
worksheet before
selecting a
disposition.
l True:
Worksheet
required.
l False:

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 Data Types

disposition

Name Type Description

Worksheet not
required.
agentMustConfirm boolean Whether the
agent is prompted
to confirm the
selection of the
disposition.
l True: Agent
prompted to
confirm
disposition.
l False: Agent
not prompted
to confirm
disposition.
description string Description of the
disposition.
name string Name of the
disposition.
resetAttemptsCounter boolean Whether assigning
the disposition
resets the number
of dialing
attempts for this
contact.
l True:
Disposition
resets the
counter to
zero.
l False:
Disposition
does not reset
the counter to
zero.
sendEmailNotification boolean Whether call
details are sent as
an email

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 Data Types

disposition

Name Type Description

notification when
the disposition is
used by an agent.
l True: Send
email
notification.
l False: Do not
send email
notification.
sendIMNotification boolean Whether call
details are sent as
an instant
message in the
Five9 system
when the
disposition is used
by an agent.
l True: Send
instant
message.
l False: Do not
send instant
message.
trackAsFirstCallResolution boolean Whether the call
is included in the
first call resolution
statistics
(customer’s needs
addressed in the
first call). Used
primarily for
inbound
campaigns.
l True: Include
in statistics.
l False: Do not
include in
statistics.

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 Data Types

dispositionCount

Name Type Description

type customDispositionType Disposition type.
typeParameters dispositionTypeParams Parameters that
apply to the
disposition type.

dispositionCount
Contains the number of times that a disposition can be used before the campaign is
stopped.

Name Type Description

count int Limit of the disposition.
dispositions string List of the dispositions to which this limit
[0..unbounded] applies.

dispositionTypeParams
Contains the information returned by a dispositions update transaction.

Name Type Description

allowChangeTimer boolean Whether the agent can change the redial timer
for this disposition.
l True: Agent can change redial timer.
l False: Agent cannot change redial timer.
attempts byte Number of redial attempts.
timer timer Redial timer.
useTimer boolean Whether this disposition uses a redial timer.
l True: Use a redial timer.
l False: Do not use a redial timer.

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 Data Types

dispositionsImportResult

dispositionsImportResult
Contains the number of updated disposition records.

Name Type Description

dispRecordsUpdated long Number of updated disposition records.

dispositionsUpdateMode
Contains how dispositions are updated.

Name Type Description

UPDATE_ALL string Update disposition for all records that match the key.
UPDATE_IF_ string Update disposition if only one record matches the key.
SOLE_CRM_MATCH Otherwise, request for update is denied.

dispositionsUpdateSettings
Contains the settings to be used when updating dispositions.

Name Type Description

basicImportSettings dispositionsUpdateSettings Detailed information
about the import
settings.

distributionAlgorithm
Contains the algorithm used by the ACD to determine to which agent to transfer a call
in a specific queue.

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 Data Types

distributionTimeFrame

Name Type Description

LongestReadyTime string Agent with the longest idle time since
the last call.
LongestReadyTimeExcludeMC string Agent with the longest idle time,
excluding manual calls, such as
callbacks.
RoundRobin string Agent with the highest idle time
among those logged into the queue.
When agents log into the queue, they
have the lowest idle time. The first
queued call is delivered to the agent
with the highest idle time. This agent
is removed from the list. The process
continues with the next agent with the
highest idle time and the next queued
call.
MinCallsHandled string Agent who has handled the fewest
calls during the interval specified in
distributionTimeFrame.
MinHandleTime string Agent who has the lowest total call
handle time during the interval
specified in
distributionTimeFrame.

distributionTimeFrame
Contains the time interval for MinCallsHandled and MinHandleTime in
distributionAlgorithm.

Name Type Description

minutes15 string
minutes30 string
minutes60 string
hours8 string
hours24 string
thisDay string

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 Data Types

emailNotifications

emailNotifications
Contains the options for email notifications.

Name Type Description

emailAddress string Email address to receive error messages. This
address is used for bounced email messages
and as the Reply-To address.
maxAttachmentSize int Maximum MB for a voicemail attachment. If
a voicemail attachment exceeds the
specified size, the email notification is sent
without the attachment.
newUserNotification boolean Whether to send the login credentials to the
newly created email address of a user.
l True: Send the login credentials.
l False: Do not send the login credentials.

entry
Contains import warnings in key-value pair format.

Name Type Description

key string Number of warnings for the type of warning that occurred
during data import.
value long Warning message.

extensionSettings
Version 9.5

Contains the number of digits that can be used for extensions assigned to users and
inbound campaigns.

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 Data Types

fieldEntry

Name Type Description

maximalExtensionLength int Maximum number of digits in the
user’s extension.
minimalExtensionLength int Minimum number of digits in the
user’s extension.
minimalGeneratedExtension string Minimal extension number generated
for a new user.

fieldEntry
Maps the column number to the contact database field name for each field imported
into the dialing list and contact database.

Name Type Description

columnNumber int Starting with 1, column number in a CSV file or
importData array that contains data for the
associated contact field.
fieldName string Name of the contact field associated with the column
number.
key boolean Whether the key is used to find the record in the
contact database.
When a record needs to be updated, the key is used
to find the record to update in the contact database.
For example, the key can be first_name, first_
name+last_name, Number1, or a combination.
When a record is added, the value of the key
determines if the record already exists. If so, the
values in crmAddMode, crmUpdateMode, and
listAddMode determine how to handle matching
records.
l True: Use the key.
l False: Do not use the key.

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 Data Types

ftpImportSettings

ftpImportSettings
Contains the settings to access an FTP server.

Name Type Description

hostname string Host name.
password string Password.
path string Path.
username string User name.

generalCampaign
Contains information about a campaign. These elements are returned in the
inboundCampaign data type by the getInboundCampaignResponse method.

Name Type Description

defaultIvrSchedule ivrScriptSchedule Configuration of an IVR script.
maxNumOfLines int Maximum number of
simultaneous calls.

i18NObjectField
Version 9.5

Contains the possible values of the object field to be translated.

Name Type Description

i18NObjectField string Possible values:
l NAME
l DESCRIPTION

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 Data Types

i18NObjectType

i18NObjectType
Version 9.5

Contains the possible values of the object type to be translated.

Name Type Description

i18NObjectType string Possible values:
l CAMPAIGN
l CONNECTOR
l CONTACT_FIELD
l DISPOSITION
l FIELD_VIEW: Contact field
views.
l REASON_CODE
l SKILL
l SPEED_DIAL

importData
Contains the data to be imported.

Name Type Description

values stringArray Array to import. Each item corresponds to the
[0..unbounded] fieldsMapping element specified in
listUpdateSettings. Depending on the value of
skipHeaderLine, the first record may not be read. For
more information, see basicImportSettings.

importIdentifier
Contains the data import identifier.

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 Data Types

importTrouble

Name Type Description

identifier string Identifier used to check on the status and outcome of a
data import operation.

importTrouble
Version 3

Contains general information about the rejection.

Name Type Description

key string List of fields marked as keys.
[0..unbounded]
kind importTroubleKind Information about the possible
reasons for the import failure.
rowNumber int Number of the row that has the
problem.
troubleMessage string Message that describes the problem.

importTroubleKind
Version 3

Contains detailed information about import problems.

Name Type Description

ParseError string Error message.
DuplicateKey string Record with the key field that already
exists.
AllKeyFieldsAreEmpty string At least one key field should not be
empty.
NoMatchesInContacts string No corresponding contact in the

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 Data Types

inboundCampaign

Name Type Description

database.
OneMatchInContacts string Record being imported already exists
in CRM. Occurs when
CrmUpdateMode=DONT_UPDATE.
MultipleMatchesInContacts string Several contacts in the list have the
same key value. Not allowed by the
settings of another request.
InternalImportError string Undefined error.

inboundCampaign
Contains the attributes of an inbound campaign.

Name Type Description

inboundCampaign generalCampaign Attributes of an inbound campaign.

inboundIvrScriptSchedule
Version 9.5

Contains the attributes of an IVR script schedule for an inbound campaign.

Name Type Description

ivrSchedule ivrScriptSchedule Configuration of the IVR script.
visualModeSettings visualModeSettings Configuration for the visual
mode.

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 Data Types

ivrIcons

ivrIcons
Version 10

Contains the IVR icon graphics data.

Name Type Description

largeIcon base64Binary Large icon binary data.
mediumIcon base64Binary Medium icon binary data.
smallIcon base64Binary Small icon binary data.

ivrScriptDef
Contains an IVR script.

Name Type Description

description string Description of the script.
name string Name of the script.
xmlDefinition string Script in XML format. Specify the text as CDATA, or
replace the special characters with their ISO 8859-1
codes.

ivrScriptOwnership
Version 10

Contains the IVR script ownership information.

Name Type Description

isOthersCanCopy boolean Whether other users can copy the script.
ivrScriptName string Name of the script.
ownedBy string User who owns the script.

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 Data Types

ivrScriptSchedule

ivrScriptSchedule
Contains the configuration of an IVR script.

Name Type Description

name string Name of the IVR schedule.
scriptName string Name of the IVR script.
scriptParameters scriptParameterValue Parameters of a foreign script
[0..unbounded] module used in the IVR script.

keyPerfomanceIndicators
Note
Note the spelling of the data type.

Contains the settings used to customize Service Level statistics in the supervisor
application and in reporting.

Name Type Description

minTimeOfResponse int Minimum call length.
speedOfAnswer int For inbound campaigns, percentage of calls
answered in the specified number of seconds.

keyValuePair
Contains a key-value pair.

Name Type Description

key string Name used to identify the pair.
value string Value that corresponds to the name.

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 Data Types

language

language
Contains the language of the prompts.

Name Type Description

En_US string U.S. English.

limitTimeoutState
Contains the maximum number and count of requests sent for a specific operation type
in a specific time period.

Name Type Description

callCounterStates callCounterState Array of the different API requests
[0..unbounded] and their limits and counts for that
time period.
timeout long Time period in seconds to which the
limits apply.

listAddMode
Contains how to add records to a list.

Name Type Description

ADD_FIRST string Adds the first record when multiple matches
exist.
ADD_ALL string Add all records. Does not apply to
asynchronous transactions, such as with the
addRecordToList and
asyncAddRecordsToList methods.
ADD_IF_SOLE_CRM_ string Add record if only one match exists in the
MATCH database.

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 Data Types

listDeleteSettings

listDeleteSettings
Contains the list deletion settings.

Name Type Description

listDeleteMode listDeleteMode Describes how to delete dialing list and
contact records.

listDialingMode
Contains the list dialing modes. These options apply to lists used with the Predictive,
Power, and Progressive campaign dialing modes.

Name Type Description

VERTICAL_DIALING string Dialer attempts to call all numbers in a CRM
record before proceeding to the next record.
LIST_PENETRATION string Dialer attempts to call all numbers in a column
before proceeding to the next column.
EXTENDED_STRATEGY string Dialer attempts to call numbers in a list in order
EXTENDED_STRATEGY of importance. For example, until a contact is
reached, numbers that are more important are
Version 4 redialed sooner and more often than those that
are not.

listInfo
Contains a dialing list.

Name Type Description

name string Name of dialing list.
size int Size of dialing list.

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 Data Types

listImportResult

listImportResult
Contains information about the modified contact records. listImportResult extends
basicImportResult.

Name Type Description

callNowQueued long Record in the queue ready to be dialed.
Value is 0 or 1.
crmRecordsInserted long Number of inserted contact records.
crmRecordsUpdated long Number of updated contact records.
listName string Name of list into which data was
imported.
listRecordsDeleted long Number of deleted list records.
listRecordsInserted long Number of inserted list records.
recordDispositionsReset long Number of reset records.
Version 9.5

listState
Contains the attributes of each list associated with a campaign.

Name Type Description

campaignName string Name of campaign to which the list is associated.
dialingPriority int Dialing priority for the list In the campaign.
dialingRatio int Dialing ratio for this list compared to other lists
associated with the same campaign.
listName string Name of list.
priority int Dialing priority of a list in a campaign. A list with a
lower priority number is dialed first.

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 Data Types

listUpdateSettings

listUpdateSettings
Contains the list update settings. listUpdateSettings extends basicImportSettings.

Name Type Description

callNowColumnNumber int Column number, starting with 1.
If a record should be dialed
immediately, the content of the
column is 1, T, Y, and Yes. This
column is not included in the
fieldsMapping parameter and is
not imported in the contact
database.
If callNowMode is also specified,
only records that have a true value
and apply to callNowMode are
called immediately.
If you do not want to add a column
for each imported record, use
callNowMode singly.
callNowMode callNowMode Whether records are dialed
immediately.
If callNowColumnNumber is also
specified, callNowMode applies to
all records with a true value in the
specified column.
If callNowColumnNumber is
omitted, the callNowMode applies
to all records imported by the
request.
callTime long When to dial the records (Epoch
time in milliseconds); applies to all
records in the request, except for
those with a value in the
timeToCallColumn; does not
apply to the addToList method,
which is used to process batch
record transactions.

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 Data Types

listUpdateSettings

Name Type Description

Note: The call time value

is applied only if the
campaign exists when the
record is added to the list
assigned to that
campaign. However, if a
campaign is created or
associated with a list after
the record is added to the
list, calls may be dialed
sooner than the specified
value, depending on the
size of the list, the
position of the record in
the list, and the other
parameters assigned to
the list in the campaign.

callTimeColumnNumber int Column that contains the times

(Epoch time) to call individual
records. If a record contains a valid
time, this time is used instead of
the callTime parameter. Does
not apply to the addToList
method, which is used to process
batch record transactions.
cleanListBeforeUpdate boolean Whether to remove all records in
the list before adding new records.
l True: Remove all records.
l False: Do not remove all
records.
crmAddMode crmAddMode Describes how to add new contact
records into a dialing list.
crmUpdateMode crmUpdateMode Describes how to update contact
records when adding a record to a
dialing list.
listAddMode listAddMode Describes how to update the list.

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 Data Types

listUpdateSimpleSettings

listUpdateSimpleSettings
Version 3

Contains list update settings for the addRecordToListSimple method.

Name Type Description

callAsap boolean Whether to call the contact as soon as
possible.
countryCode string Two-letter codes defined in ISO 3166-1.
countryCode
Version 4
fieldsMapping fieldEntry Mapping of the column number to the field
[0..unbounded] name in the contact database.
Column numbers start at 0 whereas in
listUpdateSettings, column numbers
start at 1.
timeToCall long When to dial the records (Epoch time in
milliseconds).
updateCRM boolean Whether to update the contact field data of
an existing record:
l True: Changes to the value of a contact
field are saved.
l False: Changes to the value of a contact
field are not saved, but new records are
inserted.

mediaType
Version 9.5

Contains the values of the possible media type.

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 Data Types

mediaTypeConfig

Name Type Description

mediaType string Possible options:
l VOICE
l CHAT
l SOCIAL
l EMAIL
l VIDEO
l CASE
Version 10.2

mediaTypeConfig
Version 9.5

Contains information about the media types.

Name Type Description

mediaTypes mediaTypeItem [0..unbounded] List of media type items.

mediaTypeItem
Version 9.5

Contains information about single media type items.

Name Type Description

enabled boolean Whether the media type is enabled.
intlligentRouting boolean Whether Intelligent Routing is enabled.
Note spelling.
maxAlowed byte Maximum number of items allowed for the
Note spelling. type.
type mediaType Type of media.

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 Data Types

miscVccOptions

miscVccOptions
Contains global VCC configuration options that are not found in other categories.

Name Type Description

defaultCampaign string Name of the campaign selected by default
when agents start manual calls to external
numbers.
enableReasonCodes boolean Whether agents can choose reason codes
when selecting Not Ready and Logout.
l True: Agents can choose reason codes.
l False: Agents cannot choose reason
codes.
internalCallTimeout int Number of seconds to wait for a call to be
answered by another agent. The default
value is 20 seconds.
maySelectCampaign boolean In the softphone menu, whether agents can
select a campaign other than the default.
l True: Agents can select another
campaign.
l False: Agents cannot select another
campaign.
maySelectNone boolean Whether agents can make manual calls not
associated with a campaign.
l True: Agents can make manual calls.
l False: Agents cannot make manual calls.
showDialAttempts boolean Whether agents can see call attempts
automatically assigned a disposition by the
dialer in the Contact Sessions panel.
l True: Agents can see call attempts.
l False: Agents cannot see call attempts.
voicemailTimeout int Number of seconds for an agent to wait
before accepting a transferred skill group
voicemail. If the agent does not accept the
voicemail message within the set time, the
voicemail message is transferred to the next
agent in the skill group.

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operationType

operationType
Contains the type of operation.

Name Type Description

Add string
Update string
Remove string

orderByField
Contains the sorting order of fields in the dialer.

Name Type Description

descending boolean Whether fields are in descending or ascending order.
l True: Fields are in descending order.
l False: Fields are in ascending order.
fieldname string Contact field to sort.
rank int Sorting priority for the values.

outboundCampaign
Contains the attributes of an outbound campaign.

Name Type Description

baseOutboundCampaign outboundCampaign Attributes of an outbound
campaign.

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 Data Types

passwordPolicies

passwordPolicies
Version 2

Contains the password policies for the domain.

Name Type Description

adminLoginAttempts int Number of allowed login attempts for
administrators.
enforcePasswordHistory int Number of passwords remembered by the
system.
loginAttempts int Number of allowed login attempts for agents.
minCapitalCharacters int Minimum required number of capital letters.
minNumberCharacters int Minimum required number of alphabetical
characters in the password.
minPasswordLength int Minimum length of a password.
minSpecialCharacters int Minimum required number of special
characters
passwordExpires int Number of days before the expiration of the
password

passwordPolicyEntries
Version 2

Contains the password settings.

Name Type Description

MIN_LENGTH string Minimum length of a password.
SPECIAL_SMBL Any character other than a letter or digit.
CAPITAL_SMBL Capital symbols allowed in the password.
DIGIT Digits allowed in the password.

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 Data Types

passwordPolicyEntryValue

Name Type Description

LOCKOUT Number of unsuccessful login attempts
allowed before an agent’s account is locked.
ADMINLOCKOUT Number of unsuccessful login attempts
allowed before an administrator’s account is
locked.
REUSELIFE Password history.
TIMELIFE Password expiration date and time.
QUESTCANTCONTAINPWD Whether a security question can contain the
password.
CANRESETPASSWORD Whether the user is allowed to reset the
password.

passwordPolicyEntryValue
Contains the password policies for the domain.

Name Type Description

entry passwordPolicyEntries Password settings.
value int Value that corresponds to the entry
selected.

promptInfo
Contains information about a prompt.

Name Type Description

description string Description of the prompt.
languages string List of languages for getPrompt() or one
Version 9.5 [0..unbounded] language for the methods that modify
prompts

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 Data Types

promptType

Name Type Description

This field is ignored for the methods that add
prompts.
If you try to create or modify a prompt in
more than one language in the same request,
an exception occurs. For several languages,
use several requests.
name string Name of the prompt.
type promptType Type of prompt.

promptType
Contains the type of prompt.

Name Type Description

TTSGenerated string Audio file generated with Five9 text-to-speech.
PreRecorded string Audio file recorded with third-party tool.

reasonCode
Contains a single reason code that can be selected by agents. Reason codes must be
enabled in VCC Configuration under the Other tab.

Name Type Description

enabled boolean Whether a reason code is enabled.
l True: Reason code is enabled.
l False: Reason code is not enabled.
name string Name of the reason code.
paidTime boolean Whether the agent is paid for the time away.
l True: Agent is paid.

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 Data Types

reasonCodeType

Name Type Description

l False: Agent is not paid.
shortcut unsignedShort Character used as a keyboard shortcut by the
agent going away.
type reasonCodeType Situation for which reason code is set.

reasonCodeType
Contains the types of reason codes.

Name Type Description

NotReady string Ready state changed to not ready.
Logout string Agent logs out.

record
Contains a row of a reporting table.

Name Type Description

values data Values that make up one contact record.

recordData
Contains the fields for a single dialing list record. This record is added to the contact
database, or it is modified if it already exits.

Name Type Description

fields string [0..unbounded] Fields to be added to a dialing list.

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 Data Types

remoteHostLoginSettings

remoteHostLoginSettings
Contains the FTP server settings for exporting recordings or reports to a remote server.

Name Type Description

hostName string FTP server name, which must be a fully qualified domain
name or an IP address. Enter only the domain name without
ftp://.
password string FTP password.
UserName string FTP user name.

reportObjectList
Contains the type of data to be included in the report.

Name Type Description

objectNames string [0..unbounded] Names of the objects.

objectType wsObjectType Possible filters that you can use in

reports.

reportRowData
Contains the reporting data as a two-dimensional array. Note that the time is in Pacific
Standard Time (PST).

Name Type Description

header record Row of column names.
records record Array of rows in the table. By default, the limit is
[0..unbounded] 50000 records.

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 Data Types

reportTimeCriteria

reportTimeCriteria
Contains the period from which to retrieve data from for a report.

Name Type Description

end dateTime End of the reporting period.
start dateTime Start of the reporting period with the time zone. Example:
2013-04-23T21:00:00.000-07:00.

reportingPermission
Contains the reporting permissions.

Name Type Description

type reportingPermissionType List of reporting permissions.
value boolean Whether to assign the permission.
l True: Assign the permission.
l False: Do not assign the
permission.

reportingPermissionType
Contains the possible reporting permissions.

Name Type Description

CanScheduleReportsViaFtp string Can schedule reports for an FTP
server.
CanAccessRecordingsColumn string Can access the Recording column,
which links to recordings in the
Reporting portal. Enabled by default.

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 Data Types

reportingRole

Name Type Description

CanViewStandardReports string Can access the Standard Reports tab.
CanViewCustomReports string Can access the Custom Reports tab.
CanViewScheduledReports string Can access the Scheduled Reports tab.
CanViewRecentReports string Can access the Recent Reports tab.
CanViewRelease7Reports string Can access the Release 7 Reports tab.
CanViewCannedReports string Can access the Canned Reports tab.
CanViewDashboards string Can view and run Dashboard reports
Version 9.5 and view Key Performance Indicators
(KPIs).
Supervisors with this permission see
only the dashboards for the skill and
groups to which they belong.
CanViewAllSkills string Can access all skills.
Version 9.5
CanViewAllGroups string Can view all agent groups.
Version 9.5
CanViewSocialReports string Can access social reports.
Version 9.5

reportingRole
Contains the reporting role.

Name Type Description

permissions reportingPermission List of reporting permissions
[0..unbounded] assigned to the user.

sayAs
Contains the possible text elements of a prompt should be read. In the VCC, this
information is located in the TTS Builder.

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 Data Types

sayAs

Name Type Description

Default string
Words string Word strings are spoken as words instead of being
pronounced as strings of individual letters and digits.
However, the characters of a word may be spoken
individually when character sequences are particularly
difficult to pronounce. Meant for acronyms to be read as
words.
Acronym string Letters and/or digits, such as NATO and UNESCO in English,
that are spoken as words when considered natural in the
target language. Otherwise, letters and digits are pro-
nounced individually, for example: API in English. Use
detail strict to force spelling mode. In that case, punc-
tuation is also spoken, for example: speaking a comma as
comma. Acronym with detail strict is equivalent to letters
with detail strict. don’t understand the last 2 sentences
about strict something
Address string Postal addresses.
Cardinal string Supported if relevant in the target language. Roman car-
dinals are often supported.
Currency string Text is a currency amount with or without the currency
symbol. Supports currencies commonly specified in the
country corresponding to the target language.
Date string
Decimal string Same as number with format decimal. The separator for
the integral part is optional. For example, in U.S. English,
123456.123 and 123,456.123 are pronounced in the same
way.
Digits string Same as number with format digits. Numbers must be read
digit by digit, including decimal periods and commas.
Duration string For example, duration with format hms is read as <h> hour
(s), <m> minute(s), and <s> seconds.
Fraction string Same as number with format fraction. For example, pro-
nounce 1/3 as one third.
Letters string Strings are pronounced as a sequence of single letters
and/or digits. With detail strict punctuation is also spoken,
for example: speaking a comma as comma. Letters with
detail strict is equivalent to acronym with detail strict. For

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 Data Types

sayAsFormat

Name Type Description

the true spelling of all readable characters, use the inter-
pret-as value spell.
Measure string Many units, such as km, hr, dB, lb, or MHz, are supported.
Units may appear immediately next to a number, such as
1cm, or be separated by a space, such as 15 ms. For some
units, the distinction between singular and plural may not
always be made correctly.
Name string Interpret a string as a proper name if possible.
Net string Email can be used for email addresses.
Telephone string Supports phone numbers specified in the country cor-
responding to the target language. See the language-spe-
cific User Guide for a list of the supported formats. Use
detail punctuation to speak punctuation, such as speaking
a dash as dash.
Ordinal string Same as number with format ordinal. See the language-
specific User’s Guide for a list of the supported formats.
Spell string Characters in text string are pronounced as individual char-
acters.
Time string Hour must be less than 24; minutes and seconds must be
less than 60; AM/PM is read only if explicitly specified. See
the language-specific User’s Guide for a list of the sup-
ported formats.

sayAsFormat
Contains the date and time format of the prompt.

Name Type Description

NoFormat string
Default string
Date_MDY string
Date_DMY string
Date_YMD string

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 Data Types

scriptParameterValue

Name Type Description

Date_YM string
Date_MY string
Date_DM string
Date_MD string
Date_Y string
Date_M string
Date_D string
Duration_HMS string
Duration_HM string
Duration_MS string
Duration_H string
Duration_M string
Duration_S string
Net_URI string
Net_EMAIL string
Time_HMS string
Time_HM string
Time_H string

scriptParameterValue
Contains the values of external variables for an IVR script.

Name Type Description

name string External variable name.
value string External variable value.

sForceEmailAccount
Contains the attributes of a Salesforce email account.

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 Data Types

skill

Name Type Description

consumerKey string Salesforce object that is automatically generated
when you save a remote access definition.
consumerSecret string Salesforce object that is automatically generated
when you save a remote access definition.
enabled boolean Whether the Salesforce email integration is
enabled.
l True: Email integration is enabled.
l False: Email integration is not enabled.
password string User’s password generated by Salesforce.
securityToken string Security token that you provide to your agents in
addition to the password generated by Salesforce if
your agents’ IP address is not in the trusted IP
range configured in Salesforce for your
organization.
userName string User’s name generated by Salesforce.

skill
Contains the attributes of a skill.

Name Type Description

description string Skill description.
id long Skill ID.
messageOfTheDay string Message of the day for the skill.
name string Skill name.
routeVoiceMails boolean Whether to route voicemail messages to the skill.
l True: Route voicemail messages to skill.
l False: Do not route voicemail messages to
skill.

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skillInfo

skillInfo
Contains a skill assigned to users.

Name Type Description

skill skill Skill description.
users userSkill[0..unbounded] Users who possess the skill.

speedDialNumber
Version 10.2

Contains a number to speed dial.

Name Type Description

code string Code assigned to the telephone number to speed dial.
description string Description for the number.
number string Telephone number to speed dial.

stateDialingRule
Version 9.5

Contains the possible methods for finding the state dialing rules that apply to the
contact.

Name Type Description

REGION string Use the dialing rules of the contact’s state.
REGION_THEN_ string Initially, use the dialing rules of the contact’s state.
PHONE_NUMBER Afterward, search by using the phone number (area code
and prefix).

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 Data Types

stateProvince

Name Type Description

REGION_THEN_ string Initially, use the dialing rules of the contact’s state.
POSTCODE Afterward, search by using postal code.

stateProvince
Contains the states and provinces of the U.S. and Canada that are used in state dialing
rules.

Name Type Description

ANY string
US_ALABAMA string
US_ALASKA string
US_ARIZONA string
US_ARKANSAS string
US_CALIFORNIA string
US_COLORADO string
US_CONNECTICUT string
US_DELAWARE string
US_FLORIDA string
US_GEORGIA string
US_HAWAII string
US_IDAHO string
US_ILLINOIS string
US_INDIANA string
US_IOWA string
US_KANSAS string
US_KENTUCKY string
US_LOUISIANA string
US_MAINE string

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 Data Types

stateProvince

Name Type Description

US_MARYLAND string
US_MASSACHUSETTS string
US_MICHIGAN string
US_MINNESOTA string
US_MISSISSIPPI string
US_MISSOURI string
US_MONTANA string
US_NEBRASKA string
US_NEVADA string
US_NEW_HAMPSHIRE string
US_NEW_JERSEY string
US_NEW_MEXICO string
US_NEW_YORK string
US_NORTH_CAROLINA string
US_NORTH_DAKOTA string
US_OHIO string
US_OKLAHOMA string
US_OREGON string
US_PENNSYLVANIA string
US_RHODE_ISLAND string
US_SOUTH_CAROLINA string
US_SOUTH_DAKOTA string
US_TENNESSEE string
US_TEXAS string
US_UTAH string
US_VERMONT string
US_VIRGINIA string
US_WASHINGTON string
US_WEST_VIRGINIA string
US_WISCONSIN string

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 Data Types

stringArray

Name Type Description

US_WYOMING string
CA_ALBERTA string
CA_BRITISH_COLUMBIA string
CA_MANITOBA string
CA_NEW_BRUNSWICK string
CA_NEWFOUNDLAND_AND_LABRADOR string
CA_NOVA_SCOTIA string
CA_ONTARIO string
CA_PRINCE_EDWARD_ISLAND string
CA_QUEBEC string
CA_SASKATCHEWAN string

stringArray
Contains the values of import setting fields. The name space for this data type is
http://jaxb.dev.java.net/array.

Name Type Description

item string Value of a record that corresponds to a field specified
[0..unbounded] in import settings.

supervisorPermission
Contains the supervisor role.

Name Type Description

type supervisorPermissionType List of supervisor permissions.
value boolean Whether the user is assigned the
supervisor permission.

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 Data Types

supervisorPermissionType

Name Type Description

l True: Permission is assigned.
l False: Permission is not assigned.

supervisorPermissionType
Contains the list of supervisor permissions.

Important
Supervisors who log into a PSTN station or forward calls between ses-
sions may incur high long-distance fees. Therefore, be sure to give per-
mission only to the appropriate users.

Name Type Description

CanUseSupervisorSoapApi string Can submit requests to the
Version 12 Supervisor
API if the following permissions are
enabled on the VCC Administration
console:
l User Can Execute Web API
Requests.
l Permission to execute the
required request. For example,
to edit dispositions with the
Supervisor API, enable the
corresponding permission: User
Can Edit Dispositions.
Users string Can view the Users tab in the
Supervisor desktop.
Agents string Can monitor the status of agents
(logged out, on break, on a call) and
view agent statistics and ACD
queues.

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supervisorPermissionType

Name Type Description

CallMonitoring string Can listen to agents’ calls (silent
monitoring).
Stations string Can view station IDs assigned to
their domain.
ChatSessions string Can view active chat sessions.

Campaigns string Can view the Campaigns tab,

including campaign status
information and statistics, and
other information and abilities.
CampaignManagement string Can be enabled for any of the single
campaign management permissions
at the bottom of this table:
CampaignManagementStart,
CampaignManagementStop,
CampaignManagementReset,
CampaignManagementResetDispo
sitions, CampaignManagement
ResetListPositions, and
CampaignManagementResetDiale
rDCP.
AllSkills string If false, only the skill data assigned
to the user is visible. It disables the
Filter Statistics by Skill option in the
Supervisor View menu. verify
BillingInfo string Whether the user can view the
billing information: true or false.
BargeInMonitor string Can speak with the customer. Use
this value when the supervisor
needs to help but not take over the
call from the agent.
WhisperMonitor string Can speak to the agent without
being heard by the customer. Use
this value when coaching agents or
assisting with difficult calls.
ViewDataForAllAgentGroups string Can access all agent groups. When
the permission is disabled, the
supervisor can access only agent
groups of which the supervisor is a

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 Data Types

supervisorPermissionType

Name Type Description

member.
ReviewVoiceRecordings string Can access voicemail messages and
recordings associated with each
agent that the supervisor can
access.
EditAgentSkills string Can add and remove skills and
change skill levels for agents that
the supervisor can view.
CanAccessDashboardMenu string Can access the Dashboard menu in
the supervisor desktop.
CampaignManagementStart string Can start a campaign.

CampaignManagementStop string Can stop a campaign.

CampaignManagementReset string Can reset a campaign.

CampaignManagementResetDisposit string Can reset the dispositions of a

ions campaign.
CanUseSupervisorSoapApi string Can submit requests to the
Version 12 Supervisor SOAP API if the following
permissions are enabled on the VCC
Administration application:
l User Can Execute Web API
Requests.
l User can edit agent skills on the
VCC Administration application.
CampaignManagementResetListPosi string Can reset the dialing list position
tions for outbound and autodial
campaigns.
CampaignManagementResetAbandonC string Can reset the dialer’s dropped call
allRate percentage for outbound and
autodial campaigns.
CanViewTextDetailsTab string Can view and log into the Text
Version 3 Details tab of the Supervisor
desktop to access social media,
email, and chat.
CanAccessShowFields string Can use the View > Show Fields

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 Data Types

supervisorRole

Name Type Description

Version 3 menu to set the layout of the
application.
CanRunJavaClient string Can run the Java client applications.
Version 10
CanRunWebClient string Can run the web client applications.
Version 10
CanChangeDisplayLanguage string Can change the display language.
Version 10.1
CanMonitorIdleAgents string Supervisors can monitor agents
Version 11 when agents are not on a call.

supervisorRole
Contains the supervisor role.

Name Type Description

permissions supervisorPermission List of supervisor
[0..unbounded] permissions.

timePeriod
Contains the unit of the dial ASAP time-out.

Name Type Description

Second string
Minute string
Hour string
Day string

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 Data Types

timeRange

timeRange
Contains the time range for a dialing rule.

Name Type Description

startHour int Beginning hour of the range, for example: 8 for 8:32AM.
startMinute int Beginning minute of the range, for example: 32 for 8:32PM.
stopHour int Ending hour of the range, for example: 17 for 5:00PM.
stopMinute int Ending minute value of the range, for example: 0 for
5:00PM.

timeZoneAssignment
Version 9.5

Contains the possible methods for finding the contact’s time zone.

Name Type Description

PHONE_NUMBER string Search for the time zone by using the phone number
(area code and prefix).
POSTCODE_ string Initially, search for the time zone by using the postal
THEN_PHONE_ code. Afterward, search by using the phone number
NUMBER
(area code and prefix).
REGION_THEN_ string Initially, search for the time zone by using the state.
PHONE_NUMBER Afterward, search by using the phone number (area code
and prefix).

timer
Contains the amount of time until expiration. The amount is the sum of the days,
hours, minutes, and seconds.

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ttsInfo

Name Type Description

days int Number of days.
hours int Number of hours from 0 to 23.
minutes int Number of minutes from 0 to 59.
seconds int Number of seconds from 0 to 59.

ttsInfo
Contains a TTS prompt.

Name Type Description

language language Language used for the prompts.
sayAs sayAs Describes how letters, numbers, and symbols are
pronounced.
sayAsFormat sayAsFormat Date and time format of the prompt.
text string Content of the prompt.
voice string Voice used to pronounce the TTS prompt, for
Version 9.5 example Terry.

userInfo
Contains the information about a user.

Name Type Description

agentGroups string Agent groups to which the user belongs.
[0..unbounded]
cannedReports cannedReport Reports associated with the user.
[0..unbounded]
generalInfo userGeneralInfo General information about the user, such
as name and email address.
roles userRoles Roles assigned to the user.
skills userSkill List of user skills.
[0..unbounded]

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 Data Types

userGeneralInfo

userGeneralInfo
Contains detailed information about a user.

Name Type Description

active boolean Whether the user account is
enabled.
l True: Account enabled.
l False: Account disabled.
canChangePassword boolean Whether the user can change
the password.
l True: User can change
password.
l False: User cannot change
password.
EMail string User’s email address.
extension int User’s phone extension.
federationId string Federation ID.
v 10.2
firstName string First name of the user.
fullName string First and last name.
IEXScheduled boolean Do not use.
id long User ID.
lastName string User’s last name.
locale string User’s locale.
Version 9.5
mediaTypeConfig mediaTypeConfig Information about the user’s
Version 9.5 media types.
mustChangePassword boolean Whether the user is required
to change the password when
logging in for the first time.
l True: User required to
change password.
l False: User not required to
change password.

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 Data Types

userProfile

Name Type Description

osLogin string Do not use.
password string Password.
phoneNumber string Phone number of the unified
communication user.
startDate dateTime Date that the user started
using the Five9 system. This
value is used in reporting.
unifiedCommunicationId string Unified communication ID, for
Version 9.3 example, a Skype for Business
ID such as
syoung@qa59.local.com.
userName string User name.
userProfileName string Profile assigned to the user.
Version 9.3

userProfile
Contains the details of a profile.

Name Type Description

description string Description of the profile.
IEXScheduled boolean Do not use.
locale string User’s locale.
Version 9.5
mediaTypeConfig mediaTypeConfig Information about the user’s media
Version 9.5 types.
name string Name of the profile.
roles userRoles User roles assigned to the profile.
skills string Skills assigned to the profile.
[0..unbounded]
users string List of agents using the profile.
[0..unbounded]

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userRoleType

userRoleType
Contains roles that can be assigned to a user.

Name Type Description

DomainAdmin string Administrator role.
Agent string Agent role.
Supervisor string Supervisor role.
Reporting string Reporting role.

userRoles
Contains roles assigned to a user.

Name Type Description

admin adminRole Administrator role permissions.
agent agentRole Agent role permissions.
reporting reportingRole Reporting role permissions.
supervisor supervisorRole Supervisor role permissions.

userSkill
Contains the queue assigned to a user.

Name Type Description

id long Queue ID.
userSkill.level int Priority of agent to receive calls sent to this queue.
level Level 1 is the highest priority; level 10 is the lowest.
Higher level receive calls first. When agents are
assigned to several queues, each queue may have a

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 Data Types

vccConfiguration

Name Type Description

different priority.
skillName string Queue name.
userName string User name assigned the queue.

vccConfiguration
Contains global VCC settings.

Name Type Description

agentProductivity agentProductivity Minimum and
maximum call
durations used in
reports to identify
possible agent
productivity
exceptions.
campaignsSettings campaignsSettings Global campaign
Version 9.5 settings.
emailProperties emailNotifications Email notification
settings.
extensionSettings extensionSettings Domain extension
Version 9.5 settings that apply
to users.
keyPerfomanceIndicators keyPerfomanceIndicators Service Level
Note spelling. Note spelling. setting used in
reporting and
statistics.
miscOptions miscVccOptions Other options for
VCC configuration.
passwordPolicies passwordPolicies Settings for
password
management.
recordingsServer remoteHostLoginSettings FTP server settings
for recordings.

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 Data Types

versions

Name Type Description

reportsServer remoteHostLoginSettings FTP server settings
for reports.
saleforceEmailAccount sForceEmailAccount Attributes of a
Note spelling. Salesforce email
account.
stateDialingRule stateDialingRule Information about
Version 9.5 the methods for
finding the dialing
rules that apply to
the contact.
timeZoneAssignment timeZoneAssignment Information about
Version 9.5 the methods for
finding the
contact’s time
zone.
transcriptsServer remoteHostLoginSettings FTP server settings
Version 9.5 for exporting
recordings or
reports to a remote
server.

versions
Version 9.5

Contains the available API versions for the domain.

From the most recent version to the oldest, the possible values are v13, v12, v11, v10_
2, v10, v9_5, v9_3, and "" (empty string).

Name Type Description

maxVersion string Later API version number.
minVersion string Earlier API version number.

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 Data Types

visualModeSettings

visualModeSettings
Version 9.5

Contains visual mode settings that apply to the inbound campaign.

Name Type Description

callbackEnabled boolean Whether callback is enabled.
chatEnabled boolean Whether chat is enabled.
cssTheme cssTheme Details about the CSS theme.
emailEnabled boolean Whether email is enabled.
sentimentFeedbackEnabled boolean Whether sentiment is enabled.
videoEnabled boolean Whether video is enabled.
visualModeEnabled boolean Whether visual mode is
enabled.
xFrameOption xFrameOption Value of the X-Frame-Options
header.
xFrameOptionUrl string URL of the X-Frame-Options
header.
xFrameOptionsEnabled boolean Whether the X-Frame-Options
header is used.

webConnector
Contains the configuration details of a web connector.

Name Type Description

addWorksheet boolean Applies only to POST
requests. Whether to
pass worksheet
answers as
parameters.
l True: Pass

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 Data Types

webConnector

Name Type Description

worksheet answers
as parameters.
l False: Do not pass
worksheet answers
as parameters.
agentApplication webConnectorAgentAppType If
executeInBrowser=t
rue, this parameter
specifies whether to
open the URL in an
external or an
embedded browser.
clearTriggerDispositi boolean When modifying an
ons existing connector,
whether to clear the
existing triggers.
l True: Clear existing
triggers.
l False: Do not clear
existing triggers.
constants keyValuePair[0..unbounded] List of parameters
passed with constant
values.
ctiWebServices webConnectorCTIWebServices In the Internet
Type Explorer toolbar,
whether to open the
HTTP request in the
current or a new
browser window.
description string Purpose of the
connector.
executeInBrowser boolean When enabling the
agent to view or enter
data, whether to open
the URL in an
embedded or external
browser window.
l True: External —

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 Data Types

webConnector

Name Type Description

open a browser
window.
l False: Embedded
— do not open a
browser window,
which is the desired
action when using
the On Call
disposition triggers.
name string Name of the
connector.
postConstants keyValuePair[0..unbounded] When using the POST
method, constant
parameters to pass in
the URL.
postMethod boolean Whether the HTTP
request type is POST
or GET.
l True: HTTP POST.
l False: HTTP GET.
postVariables keyValuePair[0..unbounded] When using the POST
method, variable
parameters to pass in
the URL.
startPageText string When using the POST
method, enables the
administrator to enter
text to be displayed in
the browser (or agent
Browser tab) while
waiting for the
completion of the
connector.
trigger webConnectorTriggerType Available trigger
during a call when the
request is sent.
triggerDispositions string [0..unbounded] When the trigger is
OnCallDispositione

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 Data Types

webConnectorAgentAppType

Name Type Description

d, specifies the trigger
dispositions.
url string URL of the external
Web site.
variables keyValuePair[0..unbounded] When using the POST
method, connectors
can include worksheet
data as parameter
values. The variable
placeholder values are
surrounded by @ signs.
For example, the
parameter ANI has the
value @Call.ANI@

webConnectorAgentAppType
Contains the types of browsers in which a connector can be open.

Name Type Description

EmbeddedBrowser string Embedded browser window.
ExternalBrowser string External browser window.

webConnectorCTIWebServicesType
Contains the possible browsers that can be used to open connectors when using the
CTI Web Services.

Name Type Description

CurrentBrowserWindow string Current browser window.
NewBrowserWindow string New browser window.

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 Data Types

webConnectorTriggerType

webConnectorTriggerType
Contains the possible connector triggers that can be used during a call.

Name Type Description

OnCallAccepted string Triggered when the call is
accepted.
OnCallDisconnected string Triggered when the call is
disconnected.
ManuallyStarted string Connector is started
manually.
ManuallyStartedAllowDuringPreviews string Connector is started
manually during call
preview.
OnPreview string Triggered when the call is
previewed.
OnContactSelection string Triggered when a contact is
selected.
OnWarmTransferInitiation string Triggered when a warm
transfer is initiated.
OnCallDispositioned string Triggered when a
disposition is selected.
OnChatArrival string Triggered when a chat
Version 9.5 message is delivered to the
agent.
OnChatTransfer string Triggered when a chat
Version 9.5 session is transferred.
OnChatTermination string Triggered when the
Version 9.5 customer or the agent
closed the session, but the
agent has not yet set the
disposition.
OnChatClose string Triggered when the
Version 9.5 disposition is set.
OnEmailArrival string Triggered when an email
Version 9.5 message is delivered to the
agent.

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 Data Types

wrongListDialingMode

Name Type Description

OnEmailTransfer string Triggered when an email
Version 9.5 message is transferred.
OnEmailClose string Triggered when the
Version 9.5 disposition is set.

wrongListDialingMode
Version 9.3

Contains information about an error message.

Name Type Description

campaignName string Name of the campaign.
message string Error message.

wsObjectType
Contains the available filters that you can use in the reports.

Name Type Description

AgentGroup string Agent group.
Campaign string Campaign
CampaignProfile string Campaign profile.
CrmField string CRM field.
Disposition string Disposition.
List string Dialing list.
Prompt string Prompt.
ReasonCode string Reason code.

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 Data Types

xFrameOption

Name Type Description

Skill string Skill.
User string User name.
UserProfile string User profile.
IvrScript string IVR script.
CallVariableGroup string Call variable group.
CallVariable string Call variable.
Connector string Connector.

xFrameOption
Version 9.5

Contains the possible values of the X-Frame-Options header for your Visual IVR pages.

Name Type Description

string Possible values:
l DENY: No display even if the frame is located in the same
domain as the page. Cannot start a Visual IVR script with this
value. Use this value if you do not need to place a Visual IVR
link in an iframe. Most secure option.
l SAME_ORIGIN: Display only if the frame is located in the same
domain as the page. Mostly for internal use because
customers cannot access internal Web pages.
Example: The HTTP header of
http://shop.example.com/confirm.asp contains X-
FRAME-OPTIONS: SAME_ORIGIN. Any frame in the
http://shop.example.com domain can be displayed.
l ALLOW_FROM: Display only if the frame is located in the domain
that you specify in the field.
Example: The HTTP header of
http://shop.example.com/confirm.asp contains X-
FRAME-OPTIONS: ALLOW_FROM
https://partner.affiliate.com. The page may be framed
only by pages in the https://partner.affiliate.com
domain.

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Methods

This chapter contains these groups of methods:

Agent Groups List Management

Call Variables Locales and Languages
Campaign Configuration Prompt Management
Campaign Management Reason Codes
Campaign Profiles Reports
Connectors Session Information
Contact Fields Skill Management
Contact Management Speed Dial Information
Dialing Rules User Management
Disposition Configuration User Profiles
Domain Limits VCC Configuration
IVR Script

Agent Groups

createAgentGroup
Use this method to create an agent group. The group can be empty or contain agents.

createAgentGroup
Parameter Type Description
group agentGroup Information about the group to create.

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createAgentGroupResponse
Parameter Type Description
group agentGroup Information about the created group.

deleteAgentGroup
Deletes an agent group. Agents in the group are not deleted.

deleteAgentGroup
Parameter Type Description
groupName string Name of the group.

deleteAgentGroupResponse
Empty.

getAgentGroup
Returns an agent group.

getAgentGroup
Parameter Type Description
groupName string Name of the group.

getAgentGroupResponse
Parameter Type Description
return agentGroup Information about the group.

getAgentGroups
Returns a list of agent groups whose names match a string pattern.

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Call Variables

getAgentGroups
Parameter Type Description
groupNamePattern string Name of the group or regular expression. For all
agent groups, use this pattern: .*.

getAgentGroupsResponse
Parameter Type Description
return agentGroup[0..unbounded] Groups that match the pattern.

modifyAgentGroup
Updates an agent group.

modifyAgentGroup
Parameter Type Description
group agentGroup Group to be modified with the name of an
existing group. If included, the new
parameters replace those of the existing
group.
addAgents string List of agent names to be added to the
[0..unbounded] group.
removeAgents string List of agent names to be removed from the
[0..unbounded] group.

modifyAgentGroupResponse
Empty.

Call Variables

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Call Variables

createCallVariable
Creates a call variable.

createCallVariable
Parameter Type Description
variable callVariable Information about a call variable.

createCallVariableResponse
Empty.

createCallVariablesGroup
Creates a call variables group.

createCallVariablesGroup
Parameter Type Description
name string Name of call variables group.
description string Comment about the group.

createCallVariablesGroupResponse
Empty.

deleteCallVariable
Deletes a call variable.

deleteCallVariable
Parameter Type Description
name string Name of call variables group.
groupName string Group name of call variable.

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Call Variables

deleteCallVariableResponse
Empty.

deleteCallVariablesGroup
Deletes a group of call variables.

deleteCallVariablesGroup
Parameter Type Description
name string Name of call variables group.

deleteCallVariablesGroupResponse
Empty.

getCallVariableGroups
Returns information about a group of call variables that match a pattern.

getCallVariableGroups
Parameter Type Description
namePattern string Name of call variables group or regular expression. If
omitted, all call variables are returned.

getCallVariableGroupsResponse
Parameter Type Description
return callVariablesGroup Call variables groups that match the
[0..unbounded] pattern.

getCallVariables
Returns information about a group of call variables.

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Call Variables

getCallVariables
Parameter Type Description
namePattern string Name of call variables group or regular expression. If
omitted, all call variables are returned.
groupName string Group name of call variables.

getCallVariablesResponse
Parameter Type Description
return callVariable[0..unbounded] Call variables that match the
pattern.

modifyCallVariable
Replaces a call variable with another of the same name.

modifyCallVariable
Parameter Type Description
variable callVariable New configuration for the call variable.

modifyCallVariableResponse
Empty.

modifyCallVariablesGroup
Updates the description of a call variables group.

modifyCallVariablesGroup
Parameter Type Description
name string Name of group.
description string New description of the group.

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 Methods

Campaign Configuration

modifyCallVariablesGroupResponse
Empty.

Campaign Configuration
Important
The names of campaigns and of their components, such as dispositions, need
to reflect their purpose in your business. Agents use these elements when
processing calls, voicemail, and callbacks. Therefore when creating campaigns
and dispositions, be sure to use meaningful names that have fewer than 50
characters so that agents can easily read the names.

addDispositionsToCampaign getListsForCampaign
addDNISToCampaign getOutboundCampaign
addListsToCampaign modifyAutodialCampaign
addSkillsToCampaign modifyCampaignLists
createAutodialCampaign modifyInboundCampaign
createInboundCampaign modifyOutboundCampaign
createOutboundCampaign removeDispositionsFromCampaign
deleteCampaign removeDNISFromCampaign
getAutodialCampaign removeListsFromCampaign
getCampaignDNISList removeSkillsFromCampaign
getCampaigns renameCampaign
getDNISList setDefaultIVRSchedule
getInboundCampaign

addDispositionsToCampaign
Adds a list of dispositions to a campaign. The dispositions must already be configured.

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addDispositionsToCampaign
Parameter Type Description
campaignName string Name of campaign.
dispositions string List of dispositions to add to
[0..unbounded] the campaign.
isSkipPreviewDisposition boolean For campaigns running in
preview mode, whether the
dispositions that are added
should be used as skip call
preview dispositions.

addDispositionsToCampaignResponse
Empty.

addDNISToCampaign
Adds DNIS (Dialed Number Identification Service) numbers to an inbound campaign. A
DNIS is a phone number that can be dialed by a caller. When calls are received from
that number, the VCC runs the IVR script associated with the campaign to which the
DNIS has been added.

addDNISToCampaign
Parameter Type Description
campaignName string Name of campaign.
DNISList string [0..unbounded] List of numbers to add to the
campaign.

addDNISToCampaignResponse
Empty.

addListsToCampaign
Adds dialing lists to an outbound campaign. The dialing lists must already be
configured.

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addListsToCampaign
Parameter Type Description
campaignName string Name of campaign.
lists listState Dialing lists to add to the campaign. This data
[0..unbounded] type contains the campaign attributes of
each list.

addListsToCampaignResponse
Empty.

addSkillsToCampaign
Adds skills to the specified campaign. The skills must already be configured.

addSkillsToCampaign
Parameter Type Description
campaignName string Name of campaign.
skills string [0..unbounded] List of skills to add to the campaign.

addSkillsToCampaignResponse
Empty.

createAutodialCampaign
Creates an autodial campaign.

createAutodialCampaign
Parameter Type Description
campaign autodialCampaign Attributes of the campaign.

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createAutodialCampaignResponse
Empty.

createInboundCampaign
Creates an inbound campaign.

createInboundCampaign
Parameter Type Description
campaign inboundCampaign Attributes of the campaign.

createInboundCampaignResponse
Empty.

createOutboundCampaign
Creates an outbound campaign.

createOutboundCampaign
Parameter Type Description
campaign outboundCampaign Attributes of the campaign.

createOutboundCampaignResponse
Empty.

deleteCampaign
Deletes a campaign.

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deleteCampaign
Parameter Type Description
campaignName string Name of the campaign.

deleteCampaignResponse
Empty.

getAutodialCampaign
Returns the attributes of an autodial campaign.

getAutodialCampaign
Parameter Type Description
campaignName string Name of the campaign.

getAutodialCampaignResponse
Parameter Type Description
return autodialCampaign Name of the campaign.

getCampaigns
Returns a list of campaigns whose names match a string pattern. If no name is
specified, all the existing campaigns in the domain are returned.

getCampaigns
Parameter Type Description
campaignNamePattern string Name of the campaign or regular
expression that matches several
campaign names. For example, for all
campaigns, use this pattern: .*.
campaignType campaignType Type of campaign: inbound, outbound,
or autodial.

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getCampaignsResponse
Parameter Type Description
return campaign[0..unbounded] Name and basic attributes of the
campaign.

getCampaignDNISList
Returns the list of DNIS associated with a campaign.

getCampaignDNISList
Parameter Type Description
campaignName string Name of the campaign.

getCampaignDNISListResponse
Parameter Type Description
return string [0..unbounded] List of DNIS associated with the campaign.

getDNISList
Returns the list of DNIS for the domain.

getDNISList
Parameter Type Description
selectUnassigned boolean Whether to return the list of DNIS unassigned to
a campaign:
l True: the list is returned.
l False: all DNIS provisioned for the domain
are returned.

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getDNISListResponse
Parameter Type Description
return string List of unassigned DNIS associated with the
[0..unbounded] domain.

getInboundCampaign
Returns the attributes of an inbound campaign.

getInboundCampaign
Parameter Type Description
campaignName string Name of the campaign.

getInboundCampaignResponse
Parameter Type Description
return inboundCampaign Attributes of the campaign.

getListsForCampaign
Returns the attributes of the dialing lists associated with an outbound campaign.

getListsForCampaign
Parameter Type Description
campaignName string Name of the outbound campaign.

getListsForCampaignResponse
Parameter Type Description
return listState List and attributes of dialing lists associated
[0..unbounded] with this campaign.

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getOutboundCampaign
Returns the attributes of an outbound campaign.

getOutboundCampaign
Parameter Type Description
campaignName string Name of the outbound campaign.

getOutboundCampaignResponse
Parameter Type Description
return outboundCampaign Attributes of the campaign.

modifyCampaignLists
Updates the lists and attributes of dialing lists associated with an outbound campaign.

modifyCampaignLists
Parameter Type Description
campaignName string Name of the outbound campaign.
lists listState List and attributes of dialing lists associated
[0..unbounded] with this campaign.

modifyCampaignListsResponse
Empty.

modifyAutodialCampaign
Updates attributes of an autodial campaign.

modifyAutodialCampaign
Parameter Type Description
campaign autodialCampaign Attributes of autodial campaign.

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modifyAutodialCampaignResponse
Empty.

modifyInboundCampaign
Updates the attributes of an inbound campaign.

modifyInboundCampaign
Parameter Type Description
campaign inboundCampaign Attributes of inbound campaign.

modifyInboundCampaignResponse
Empty.

modifyOutboundCampaign
Updates the attributes of an outbound campaign.

modifyOutboundCampaign
Parameter Type Description
campaign outboundCampaign Attributes of outbound campaign.

modifyOutboundCampaignResponse
Empty.

removeDispositionsFromCampaign
Deleted the dispositions from a campaign.

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Campaign Configuration

removeDispositionsFromCampaign
Parameter Type Description
campaignName string Name of campaign.
dispositions string List of dispositions to remove from this
[0..unbounded] campaign.

removeDispositionsFromCampaignResponse
Empty.

removeDNISFromCampaign
Removes a list of DNIS from a campaign. When calls are received at that number after
it has been removed from a campaign, the VCC plays a recording indicating that the
number is out of service.

removeDNISFromCampaign
Parameter Type Description
campaignName string Name of campaign.
DNISList string List of DNIS to remove from this
[0..unbounded] campaign.

removeDNISFromCampaignResponse
Empty.

removeListsFromCampaign
Removes dialing lists from an outbound campaign.

removeListsFromCampaign
Parameter Type Description
campaignName string Name of campaign.
lists string List of dialing lists to remove from this
[0..unbounded] campaign.

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removeListsFromCampaignResponse
Empty.

removeSkillsFromCampaign
Removes skills from an outbound campaign.

removeSkillsFromCampaign
Parameter Type Description
campaignName string Name of campaign.
skills string List of skills to remove from this
[0..unbounded] campaign.

removeSkillsFromCampaignResponse
Empty.

renameCampaign
Renames a campaign.

renameCampaign
Parameter Type Description
campaignName string Name of campaign.
campaignNewName string New name of campaign.

renameCampaignResponse
Empty.

setDefaultIVRSchedule
Assigns a default IVR script to a campaign.

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Campaign Management

setDefaultIVRSchedule
Parameter Type Description
campaignName string Name of campaign.
scriptName string Name of the script.
params scriptParameterValue List of external variables to
[0..unbounded] set for the IVR script before
executing the script.
isVisualModeEnabled boolean Whether Visual IVR is
Version 3 enabled in the campaign
schedule.
isChatEnabled boolean Whether chat is enabled in
Version 3 the campaign schedule.

setDefaultIVRScheduleResponse
Empty.

Campaign Management

asyncUpdateCampaignDispositions
Version 9.5

Updates campaign dispositions asynchronously.

Use this method to update the disposition of a small number of records. The method
returns an importIdentifier object that you can use to query the import status and
result. To check the status of the update, use the response identifier in the request of
getDispositionsImportResult.

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asyncUpdateCampaignDispositions
Parameter Type Description
campaignName string Name of
campaign.
dispositionsUpdateSettings dispositionsUpdateSettings Update
settings.
importData importData List of
dispositions to
be imported.

asyncUpdateCampaignDispositionsResponse
Parameter Type Description
return importIdentifier Identifier for the imported data. Use this
identifier to check the import status and result.

forceStopCampaign
Stops a campaign, which immediately disconnects all active calls.

forceStopCampaign
Parameter Type Description
campaignName string Name of campaign.

forceStopCampaignResponse
Empty.

getCampaignState
Returns the state of a campaign and track changes in the state of a campaign by using
long polling. The method returns the updated state or the current state after the time-
out.

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getCampaignState
Parameter Type Description
campaignName string Name of campaign.
waitUntilChange long Optional duration in seconds to wait for changes. If
omitted, the response is returned immediately.

getCampaignStateResponse
Parameter Type Description
Current state of the campaign, which may be running, not
return campaignState
running, starting, or stopping.

getCampaignStrategies
Version 4

Returns a list of strategies for the specified campaign.

getCampaignStrategies
Parameter Type Description
campaignName string Name of campaign.

getCampaignStrategiesResponse
Parameter Type Description
return campaignStrategies List of strategies.

getDispositionsImportResult
Returns details about the imported dispositions.

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getDispositionsImportResult
Parameter Type Description
identifier importIdentifier Identifier of the import session, which was
returned in the response to the import
request.

getDispositionsImportResultResponse
Parameter Type Description
return dispositionsImportResult Result of disposition import
operation.

resetCampaign
Resets the campaign to redial every number, except for numbers on the Do-Not-Call
list.

resetCampaign
Parameter Type Description
campaignName string Name of campaign.

resetCampaignResponse
Empty.

resetCampaignDispositions
Resets the dispositions of the campaign list records that match the dispositions. Calls
that occurred during the date and time interval are reset so that the contacts can be
dialed again if their disposition included in the list of dispositions.

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resetCampaignDispositions
Parameter Type Description
campaignName string Name of campaign.
dispositions string List of dispositions to reset.
[0..unbounded]
after dateTime Start time of the call interval. The start time
is not included in the interval.
before dateTime End time of the call interval. The end time is
not included in the interval.

resetCampaignDispositionsResponse
Empty.

resetListPosition
Resets to the beginning the dialing lists position of an outbound campaign. By default,
the dialer attempts to dial all the records in campaign lists before restarting. In some
cases, you may need to start dialing from the beginning of the lists. To do so, use the
resetListPosition method to reset campaign lists position to the first record in the
dialing lists, based on the record order at list upload.

resetListPosition
Parameter Type Description
campaignName string Name of campaign.

resetListPositionResponse
Empty.

setCampaignStrategies
Version 4

Updates the strategies for the specified campaign.

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setCampaignStrategies
Parameter Type Description
campaignName string Name of campaign.
campaignStrategies campaignStrategies List of updated strategies.

setCampaignStrategiesResponse
Empty.

startCampaign
Starts a campaign.

startCampaign
Parameter Type Description
campaignName string Name of campaign.

startCampaignResponse
Empty.

stopCampaign
Stops a campaign.

stopCampaign
Parameter Type Description
campaignName string Name of campaign.

stopCampaignResponse
Empty.

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updateDispositions
Updates batches of disposition values in a campaign. Records are passed as a two-
dimensional array (collection of strings).

Sets or resets a disposition for the specified records. Each request can contain up to
50,000 records. To check the status of the update, use the response identifier in the
request of getDispositionsImportResult.

updateDispositions
Parameter Type Description
campaignName string Name of
campaign.
DispositionsUpdateSettings dispositionsUpdateSettings Update
settings.
Note: This is case
sensitive.

importData importData List of

dispositions to
be imported.

updateDispositionsResponse
Parameter Type Description
return importIdentifier Identifier for the requested dispositions import.
This identifier can be used to check import
status and outcome.

updateDispositionsCsv
Updates batches of disposition values in a campaign. Records are passed as a string of
comma-separated values. The method returns an importIdentifier that you can use to
query import state and import result. To check the status of the update, use the
response identifier in the request of getDispositionsImportResult.

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 Methods

Campaign Management

updateDispositionsCsv
Parameter Type Description
campaignName string Name of
campaign.
DispositionsUpdateSettings dispositionsUpdateSettings Update
settings.
Note: This is case
sensitive.

csvData string List of

dispositions to
be imported in
CSV format.

updateDispositionsCsvResponse
Parameter Type Description
return importIdentifier Identifier for the requested dispositions import.
This identifier can be used to check import
status and outcome.

updateDispositionsFtp
Updates batches of disposition values in a campaign, based on data contained in a file
obtained from an FTP server.

Parameter Type Description

campaignName string Name of campaign.
updateSettings dispositionsUpdateSettings Update settings.
ftpSettings ftpImportSettings FTP settings.

updateDispositionsFtpResponse
Empty.

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 Methods

Campaign Profiles

Campaign Profiles

createCampaignProfile
Creates a campaign profile.

createCampaignProfile
Parameter Type Description
campaignProfile campaignProfileInfo Configuration of a campaign
profile.

createCampaignProfileResponse
Parameter Type Description
return campaignProfileInfo New campaign profile.

deleteCampaignProfile
Deletes a campaign profile.

deleteCampaignProfile
Parameter Type Description
profileName string Name of campaign profile.

deleteCampaignProfileResponse
Empty.

getCampaignProfileDispositions
Returns information about the dispositions of a campaign profile.

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Campaign Profiles

getCampaignProfileDispositions
Parameter Type Description
profileName string Name of campaign profile.

getCampaignProfileDispositionsResponse
Parameter Type Description
return dispositionCount[0..unbounded] Dispositions for the profile.

getCampaignProfileFilter
Returns information about the filter of a campaign profile.

getCampaignProfileFilter
Parameter Type Description
profileName string Name of campaign profile.

getCampaignProfileFilterResponse
Parameter Type Description
return campaignProfileFilter Filter configuration for the profile.

getCampaignProfiles
Returns information about campaign profiles that match a pattern.

getCampaignProfiles
Parameter Type Description
namePattern string Name of campaign profile or regular expression. If
omitted, all profiles are returned.

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 Methods

Campaign Profiles

getCampaignProfilesResponse
Parameter Type Description
return campaignProfileInfo Campaign profiles that match the
[0..unbounded] pattern.

modifyCampaignProfile
Updates a campaign profile.

modifyCampaignProfile
Parameter Type Description
campaignProfile campaignProfileInfo Configuration of campaign profile.

modifyCampaignProfileResponse
Empty.

modifyCampaignProfileCrmCriteria
Updates the CRM filters of a campaign profile.

modifyCampaignProfileCrmCriteria
Parameter Type Description
profileName string Name of campaign profile.
grouping crmCriteriaGrouping Filter relationship between
the criteria.
addCriteria campaignFilterCriterion Criteria to add to the
[0..unbounded] profile.
removeCriteria campaignFilterCriterion Criteria to remove from
[0..unbounded] profile.

modifyCampaignProfileCrmCriteriaResponse
Empty.

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Campaign Profiles

modifyCampaignProfileFilterOrder
Updates the criteria by which to dial the records of a campaign profile.

modifyCampaignProfileFilterOrder
Parameter Type Description
campaignProfile string Name of campaign profile.
addOrderByField orderByField List, priority, and order of columns
[0..unbounded] to sort.
removeOrderByField string Name of the contact field to remove
[0..unbounded] from the filter order.

modifyCampaignProfileFilterOrderResponse
Empty.

modifyCampaignProfileDispositions
Updates the disposition count limits for a campaign. If a campaign with this profile
reaches the maximum count for a disposition, the campaign stops automatically.

modifyCampaignProfileDispositions
Parameter Type Description
profileName string Name of campaign profile.
addDispositionCounts dispositionCount Limits for the number of
[0..unbounded] dispositions.
removeDispositionCounts dispositionCount Disposition limits to
[0..unbounded] remove from the profile.

modifyCampaignProfileDispositionsResponse
Empty.

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 Methods

Connectors

Connectors
Connectors enable you to transfer information about a call to a third-party service
when one of these events occurs:
l A contact record is selected.
l A call is accepted, disconnected, or assigned a disposition.
l A preview record is delivered to the agent.
l The agent initiates a warm transfer.
l The agent triggers a manual connector.

createWebConnector
Creates a web connector.

createWebConnector
Parameter Type Description
connector webConnector Name and configuration of Web connector.

createWebConnectorResponse
Empty.

deleteWebConnector
Deletes a web connector.

deleteWebConnector
Parameter Type Description
name string Name of Web connector.

deleteWebConnectorResponse
Empty.

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Contact Fields

getWebConnectors
Returns the configuration of Web connectors.

getWebConnectors
Parameter Type Description
namePattern string Regular expression. If omitted, all objects are returned.

getWebConnectorsResponse
Parameter Type Description
return webConnector Web connectors that match the name
[0..unbounded] pattern.

modifyWebConnector
Updates a Web connector.

modifyWebConnector
Parameter Type Description
connector webConnector Name and configuration of the connector.

modifyWebConnectorResponse
Empty.

Contact Fields

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 Methods

Contact Fields

createContactField
Creates custom contact fields. When creating contact fields, campaigns must not be
running.

createContactField
Parameter Type Description
field contactField New contact field.

createContactFieldResponse
Empty.

deleteContactField
Deletes a contact field. When deleting contact fields, campaigns must not be running.

deleteContactField
Parameter Type Description
fieldName string Name of contact field.

deleteContactFieldResponse
Empty.

getContactFields
Returns the configuration of contact fields.

getContactFields
Parameter Type Description
namePattern string Regular expression. If omitted, all objects are returned.

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Contact Management

getContactFieldsResponse
Parameter Type Description
return contactField Contact fields that match the name
[0..unbounded] pattern.

modifyContactField
Updates a contact field. When modifying contact fields, campaigns must not be
running.

modifyContactField
Parameter Type Description
field contactField Contact field configuration.

modifyContactFieldResponse
Empty.

Contact Management
You can add and update contact database records in XML or CSV format.

asyncUpdateCrmRecords
Updates up to 100 records in the contact database.

To check the status of the update, use the response identifier in the request of
getCrmImportResult.

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asyncUpdateCrmRecords
Parameter Type Description
crmUpdateSettings crmUpdateSettings Update options.
importData importData List of records to update.

asyncUpdateCrmRecordsResponse
Parameter Type Description
return importIdentifier Identifier for the request. This identifier can be
used to check status and result.

deleteFromContacts
Deletes batches from the contact database based on the specified import settings.
Records are passed as a two-dimensional string array.

To check the status of the update, use the response identifier in the request of
getCrmImportResult.

Important
Because this batch method affects the performance of the dialer and uses significant
database resources, use this method only during off-peak periods. To delete single
records while an outbound campaign is running, use deleteRecordFromList
instead. To delete up to 100 records, use asyncDeleteRecordsFromList. If you
require a larger batch, contact your Five9 representative.

deleteFromContacts
Parameter Type Description
crmDeleteSettings crmDeleteSettings Deletion options.
importData importData List of XML-formatted records to
delete.

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Contact Management

deleteFromContactsResponse
Parameter Type Description
return importIdentifier Identifier for the request. This identifier can be
used to check status and result.

deleteFromContactsCsv
Deletes batches of records from the contact database based on the specified import
settings. Records are passed as a two-dimensional string array.

To check the status of the update, use the response identifier in the request of
getCrmImportResult.

Important
Because this batch method affects the performance of the dialer and uses significant
database resources, use this method only during off-peak periods. To delete single
records while an outbound campaign is running, use deleteRecordFromList
instead. To delete up to 100 records, use asyncDeleteRecordsFromList. If you
require a larger batch, contact your Five9 representative.

deleteFromContactsCsv
Parameter Type Description
crmDeleteSettings crmDeleteSettings Deletion options.
csvData string List of CSV-formatted records to
delete.

deleteFromContactsCsvResponse
Parameter Type Description
return importIdentifier Identifier for the request. This identifier can be
used to check status and result.

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Contact Management

deleteFromContactsFtp
Deletes batches of records by FTP. For more information about the format of the file
obtained from the FTP server, refer to the Administrator’s Guide.

Important
Because this batch method affects the performance of the dialer and uses significant
database resources, use this method only during off-peak periods. To delete single
records while an outbound campaign is running, use deleteRecordFromList
instead. To delete up to 100 records, use asyncDeleteRecordsFromList. If you
require a larger batch, contact your Five9 representative.

deleteFromContactsFtp
Parameter Type Description
DeleteSettings crmDeleteSettings Deletion options.
ftpSettings ftpImportSettings FTP settings.

deleteFromContactsFtpResponse
Empty.

getContactRecords
Returns one or more records from the contact database.

getContactRecords
Parameter Type Description
lookupCriteria crmLookupCriteria Search criteria.

getContactRecordsResponse
Parameter Type Description
return contactsLookupResult Description of the results.

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getCrmImportResult
Returns the result of the contact records import process.

getCrmImportResult
Parameter Type Description
identifier importIdentifier Identifier for the imported data.

getCrmImportResultResponse
Parameter Type Description
return crmImportResult Description of the results.

updateContacts
Updates batches of records in the contact database. Records are passed as a two-
dimensional string array. To check the status of the update, use the response identifier
in the request of getCrmImportResult.

Note
In the process of creating and updating records, with multiple files/loads at once, if the
same record is being deleted before the list is completed, there is a possibility that the
deletion will occur before the update. This can result in the record being recreated with
the new updates.

Important
Because this batch method affects the performance of the dialer and uses significant
database resources, use this method only during off-peak periods. To update single
records while an outbound campaign is running, use updateCrmRecord instead. To
update up to 100 records, use asyncUpdateCrmRecords.

updateContacts
Parameter Type Description
crmUpdateSettings crmUpdateSettings Options that determine how
contact records are updated.
importData importData XML-formatted data to import.

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Contact Management

updateContactsResponse
Parameter Type Description
return importIdentifier Identifier for the imported data. This identifier
can be used to check import status and result.

updateContactsCsv
Updates batches of records in CSV format. Records are passed as a two-dimensional
string array. To check the status of the update, use the response identifier in the
request of getCrmImportResult.

Important
Because this batch method affects the performance of the dialer and uses significant
database resources, use this method only during off-peak periods. To update single
records while an outbound campaign is running, use updateCrmRecord instead. To
update up to 100 records, use asyncUpdateCrmRecords.

updateContactsCsv
Parameter Type Description
crmUpdateSettings crmUpdateSettings Options that determine how
contact records are updated.
csvData string Data in CSV format to be imported
to the Contacts database.

updateContactsCsvResponse
Parameter Type Description
return importIdentifier Identifier for the imported data. This identifier
can be used to check import status and result.

updateContactsFtp
Imports batches of records by using FTP. For information about the format of the file
obtained from the FTP server, see the Administrator’s Guide.

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Contact Management

Important
Because this batch method affects the performance of the dialer and uses significant
database resources, use this method only during off-peak periods. To update single
records while an outbound campaign is running, use updateCrmRecord instead. To
update up to 100 records, use asyncUpdateCrmRecords.

updateContactsFtp
Parameter Type Description
updateSettings crmUpdateSettings Options that determine how contact
records are updated.
ftpSettings ftpImportSettings FTP settings.

updateContactsFtpResponse
This method contains no parameters.

updateCrmRecord
Updates single records.

updateCrmRecord
Parameter Type Description
crmUpdateSettings crmUpdateSettings Options that determine how
contact records are updated.
record recordData Contact record to be updated.

updateCrmRecordResponse
Parameter Type Description
return crmImportResult Result of the update request.

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 Methods

Dialing Rules

Dialing Rules

getDialingRules
Returns details about existing dialing rules.

getDialingRules
Parameter Type Description
namePattern string Optional regular expression that matches one or more
dialing rules. If omitted, all objects are returned.

getDialingRulesResponse
Parameter Type Description
return dialingRule[0..unbounded] Configuration details of dialing rules.

setDialingRules
Creates, modifies, or deletes dialing rules.

setDialingRules
Parameter Type Description
setRules dialingRule Dialing rules to create or modify. If a rule
[0..unbounded] exists with the same name, it is replaced with
the new configuration.
removeRules string Names of the dialing rules to delete.
[0..unbounded]

setDialingRulesResponse
Empty.

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 Methods

Disposition Configuration

Disposition Configuration

createDisposition
Creates a disposition.

createDisposition
Parameter Type Description
disposition disposition Name and attributes of the disposition.

createDispositionResponse
Empty.

getDisposition
Returns the attributes of a disposition.

getDisposition
Parameter Type Description
dispositionName string Name of disposition.

getDispositionResponse
Parameter Type Description
return disposition Name and attributes of disposition.

getDispositions
Returns the attributes of the dispositions that match a name pattern.

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Disposition Configuration

getDispositions
Parameter Type Description
dispositionNamePattern string Name pattern to be compared to the
disposition names in the domain.

getDispositionsResponse
Parameter Type Description
return disposition Attributes of the dispositions that match
[0..unbounded] the pattern.

modifyDisposition
Updates the attributes of a disposition.

modifyDisposition
Parameter Type Description
disposition disposition Name and attributes of disposition.

modifyDispositionResponse
Empty.

removeDisposition
Deletes a disposition from the configuration.

removeDisposition
Parameter Type Description
dispositionName string Name of the disposition.

removeDispositionResponse
Empty.

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 Methods

Domain Limits

renameDisposition
Updates a disposition.

renameDisposition
Parameter Type Description
dispositionName string Name of the disposition.
dispositionNewName string New name of the disposition.

renameDispositionResponse
Empty.

Domain Limits
For security reasons, Five9 has implemented default limits for each type of Web
Services request. If you require higher limits for some types of requests, contact Five9
Customer Support.

Important
API request limits may change over time. To ensure that you always know the correct
limits for your domain, use getCallCountersState. The response contain the cur-
rent limits for each type of request in the table below.

The minute, hour, or day count starts at the beginning of the time interval at the
location of the data center, including its time zone.

If you start to send requests at 9:30 PM in California, the hourly interval ends at 10:00
PM. At that time, the limit is reset for the next hour.

If your production domain has 4000 agents, calculate as follows the number of records
that you can update or insert each hour with asyncUpdateCrmRecords. Your domain
may have different limits from those in the example.
Maximum number of requests each hour: 1000
X
Maximum number of records in each request: 100

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 Methods

Domain Limits

Result: 100,000 records

Types of API Requests Minute Hour Day

Query 450 15000 172800
getContactRecords returns a maximum of
1000 records.
checkDncForNumbers, getAgentGroup,
getAgentGroups, getAutodialCampaign,
getCallVariableGroups, getCallVariables,
getCampaignDNISList,
getCampaignProfileDispositions,
getCampaignProfileFilter,
getCampaignProfiles, getCampaigns,
getCampaignState, getContactFields,
getContactRecords, getCrmImportResult,
getDialingRules, getDisposition,
getDispositionsImportResult,
getDispositions, getDNISList,
getInboundCampaign, getIVRScripts,
getListImportResult, getListsForCampaign,
getListsInfo, getOutboundCampaign,
getPrompt, getReasonCodeByType,
getReasonCode, getSkillInfo, getSkill,
getSkillsInfo, getSkills,
getSkillVoicemailGreeting,
getUserGeneralInfo, getUserInfo,
getUserProfile, getUserProfiles,
getUsersGeneralInfo, getUserInfo,
getUserVoicemailGreeting,
getVCCConfiguration, getWebConnectors,
isImportRunning, and isReportRunning
Modify (creating, modifying, or deleting 140 7200 172800
values or objects)
addDispositionsToCampaign,
addDNISToCampaign, addListsToCampaign,
addNumbersToDnc, addPromptTTS,
addPromptWavInline, addPromptWav,
addSkillsToCampaign, createAgentGroup,
createAutodialCampaign,
createCallVariable,
createCallVariablesGroup,
createCampaignProfile, createContactField,
createDisposition, createInboundCampaign,
createIVRScript, createList,
createOutboundCampaign, createReasonCode,
createSkill, createUser,
createUserProfile, createWebConnector,

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 Methods

Domain Limits

Types of API Requests Minute Hour Day

deleteAgentGroup, deleteCallVariable,
deleteCallVariablesGroup, deleteCampaign,
deleteCampaignProfile, deleteContactField,
deleteIVRScript, deleteList, deletePrompt,
deleteReasonCodeByType, deleteReasonCode,
deleteSkill, deleteUser,
deleteUserProfile, deleteWebConnector,
forceStopCampaign, modifyAgentGroup,
modifyAutodialCampaign,
modifyCallVariable,
modifyCallVariablesGroup,
modifyCampaignLists,
modifyCampaignProfileCrmCriteria,
modifyCampaignProfileDispositions,
modifyCampaignProfileFilterOrder,
modifyCampaignProfile, modifyContactField,
modifyDisposition, modifyInboundCampaign,
modifyIVRScript, modifyOutboundCampaign,
modifyPromptTTS, modifyPromptWavInline,
modifyPromptWav, modifyReasonCode,
modifySkill, modifyUserCannedReports,
modifyUser, modifyUserProfile,
modifyUserProfileSkills,
modifyUserProfileUserList,
modifyVCCConfiguration,
modifyWebConnector, removeDisposition,
removeDispositionsFromCampaign,
removeDNISFromCampaign,
removeListsFromCampaign,
removeNumbersFromDnc,
removeSkillsFromCampaign, renameCampaign,
renameDisposition,
resetCampaignDispositions, resetCampaign,
resetListPosition, setDefaultIVRSchedule,
setDialingRules,
setSkillVoicemailGreeting,
setUserVoicemailGreeting, startCampaign,
stopCampaign, userSkillAdd,
userSkillModify, userSkillRemove
Importing single records 160 7200 172800
addRecordToList, deleteRecordFromList,
updateCrmRecord
Importing multiple records asynchronously 20 1000 2000
You can upload up to 100 records in each
request.
asyncAddRecordsToList,
asyncDeleteRecordsFromList,
asyncUpdateCampaignDispositions,
asyncUpdateCrmRecords

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 Methods

Domain Limits

Types of API Requests Minute Hour Day

Generating reports 16 120 800
runReport
Retrieving reports 20 200 1000
You can retrieve up to 50,000 records in
each report. For other reporting limits,
refer to the Dashboard and Reporting
User’s Guide.
getReportResultCsv, getReportResult
Uploading 20 400 2000
You can upload up to 50,000 records in
each request.
addNumbersToDnc, addToList, addToListCsv,
addToListFtp, deleteAllFromList,
deleteFromContactsCsv,
deleteFromContactsFtp, deleteFromContacts,
deleteFromList, deleteFromListCsv,
deleteFromListFtp, updateContacts,
updateContactsCsv, updateContactsFtp,
updateDispositions, updateDispositionsCsv,
and updateDispositionsFtp

getCallCountersState
Returns your domain’s request limits.

No limit is set for this request. However, Five9 recommends that you do not use it
excessively.

getCallCountersState
This method contains no parameters.

getCallCountersStateResponse
Parameter Type Description
return limitTimeoutState Collection of limits for different request types.

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 Methods

IVR Script

IVR Script
These methods allow you to manage Interactive Voice Response (IVR) scripts, which are
visual devices for routing calls in inbound and autodial campaigns.

createIVRScript
Creates an IVR script. To add details, use modifyIVRScript.

createIVRScript
Parameter Type Description
name string Name of script.

createIVRScriptResponse
Parameter Type Description
return ivrScriptDef Name and description of script.

deleteIVRScript
Deletes an IVR script.

deleteIVRScript
Parameter Type Description
name string Name of script.

deleteIVRScriptResponse
Empty.

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IVR Script

getIVRScripts
Returns information about IVR scripts.

getIVRScripts
Parameter Type Description
namePattern string Regular expression for the script names. If omitted, all
objects are returned.

getIVRScriptsResponse
Parameter Type Description
return ivrScriptDef[0..unbounded] Name and description of scripts.

modifyIVRScript
Updates an IVR script.

modifyIVRScript
Parameter Type Description
scriptDef ivrScriptDef Name and description of scripts.

modifyIVRScriptResponse
Empty.

setIvrScriptOwnership
Version 10

Sets the ownership information for an IVR script.

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 Methods

IVR Script

setIvrScriptOwnership
Parameter Type Description
ivrScriptName string Name of script.
othersCanCopy boolean Whether other users can copy the script.

setIvrScriptOwnershipResponse
Empty.

getIvrScriptOwnership
Version 10

Gets the ownership information for an IVR script.

getIvrScriptOwnership
Parameter Type Description
ivrScriptName string Name of script.

getIvrScriptOwnershipResponse
Parameter Type Description
return ivrScriptOwnership Script ownership information.

removeIvrScriptOwnership
Version 10

Removes the ownership from an IVR script.

removeIvrScriptOwnership
Parameter Type Description
ivrScriptName string Name of script.

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IVR Script

removeIvrScriptOwnershipResponse
Empty.

setIvrIcons
Version 10

Sets the icon graphics data for an IVR script.

setIvrIcons
Parameter Type Description
ivrIcons ivrIcons Icons.
ivrScriptName string Name of script.

setIvrIconsResponse
Empty.

getIvrIcons
Version 10

Gets the icon graphics data for an IVR script.

getIvrIcons
Parameter Type Description
ivrScriptName string Name of script.

getIvrIconsResponse
Parameter Type Description
ivrIcons ivrIcons Icons.

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 Methods

List Management

removeIvrIcons
Version 10

Removes the icon graphics data from an IVR script.

removeIvrIcons
Parameter Type Description
ivrScriptName string Name of script.

removeIvrIconsResponse
Empty.

List Management
You can create, delete, and modify dialing lists. You can add, modify, or delete records
to/from a list.

addNumbersToDnc
Adds phone numbers to your domain’s do-not-call (DNC) list. Because these lists are
typically very large, you can import them only from 11:00 PM – 6:00 AM Pacific Time. If
you use this method at other times, you receive an exception.

addNumbersToDnc
Parameter Type Description
numbers string [0..unbounded] List of numbers to add to the list.

addNumbersToDncResponse
Parameter Type Description
return int Number of records added to the DNC list.

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 Methods

List Management

addRecordToList
Adds a record to a list. If a corresponding record does not already exist in the contact
database, a new record is added. Otherwise, the existing record is updated based on
the options settings.

Important
To import large numbers of records, use addToList or addToListCsv.

addRecordToList
Parameter Type Description
listName string Name of list.
listUpdateSettings listUpdateSettings List update settings.
record recordData Data to import.

addRecordToListResponse
Parameter Type Description
return listImportResult Result of the addition.

addRecordToListSimple
Version 3
Adds a record to a list instead of addRecordToList if you need only a few parameters.
Because this method is simpler, it is faster than addRecordToList. If a corresponding record
does not exist in the contact database, a new record is added. Otherwise, the existing
record is updated according to the parameters.

Important
To import large numbers of records, use addToList or addToListCsv.

Because addRecordToListSimple does not have a duplicate records flag, if the list
record has more than two matches, the behavior is as follows:

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 Methods

List Management

l No contact field data is updated.

l No record is added to the list.

l Users receive this fault: More than one record matches specified criteria.
This behavior is equivalent to this:

l crmUpdateMode = UPDATE_SOLE_MATCHES

l listAddMode = ADD_IF_SOLE_CRM_MATCH

addRecordToListSimple
Parameter Type Description
listName string Name of list.
listUpdateSimpleSettings listUpdateSimpleSettings List update
settings.
record recordData Data to import.

addRecordToListSimpleResponse
Empty.

addToList
Imports batches of list records into a list. Depending on the settings, importing records
may affect the contact database records. Records are passed as a two-dimensional
array (collection of strings). To check the status of the update, use the response
identifier in the request of getListImportResult.

Important
Because this batch method affects the performance of the dialer and
uses significant database resources, use this method only during off-
peak periods. To insert single records while an outbound campaign is
running, use addRecordToListSimple instead. To insert up to 100 records,
use asyncAddRecordsToList.

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List Management

addToList
Parameter Type Description
listName string Name of list.
listUpdateSettings listUpdateSettings List update settings.
importData importData Data to import.

addToListResponse
Parameter Type Description
return importIdentifier Identifier for the imported data. Can be used to
check import status and result.

addToListCsv
Imports batches of records into a list. Depending on the import settings, contact
records may be affected. Records are passed as a string of comma-separated values. To
check the status of the update, use the response identifier in the request of
getListImportResult.

Important
Because this batch method affects the performance of the dialer and
uses significant database resources, use this method only during off-
peak periods. To insert single records while an outbound campaign is
running, use addRecordToListSimple instead. To insert up to 100 records,
use asyncAddRecordsToList.

addToListCsv
Parameter Type Description
listName string Name of list.
listUpdateSettings listUpdateSettings List update settings.
csvData string Data to import. Fields are
separated by commas; records
are separated by new lines.

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addToListCsvResponse
Parameter Type Description
return importIdentifier Identifier for the imported data. Can be used to
check import status and result.

addToListFtp
Imports by FTP a batch of list records. Depending on the settings, importing records
may affect the contact database records. Records are passed as a string of comma-
separated values. The method returns an identifier object that you can use to query the
import status and result. For more information about the format of the file obtained
from the FTP server, refer to the VCC Administrator’s Guide.

Important
Because this batch method affects the performance of the dialer and
uses significant database resources, use this method only during off-
peak periods. To insert single records while an outbound campaign is
running, use addRecordToListSimple instead. To insert up to 100 records,
use asyncAddRecordsToList.

addToListFtp
Parameter Type Description
listName string Name of list.
updateSettings listUpdateSettings List update settings.
ftpSettings ftpImportSettings FTP settings.

addToListFtpResponse
Empty.

asyncAddRecordsToList
Adds up to 100 records to a list. If the records do not exist in the contact database, they
are added. Otherwise, the existing records are updated based on the list update

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List Management

settings. To check the status of the update, use the response identifier in the request of
getListImportResult.

Important
To insert a large number of records, use addToList or addToListCsv.

asyncAddRecordsToList
Parameter Type Description
listName string Name of list.
listUpdateSettings listUpdateSettings List update
settings.
importData importData Data to
import in XML
format.
resetDispositionsInCampaignsImportDa string Optional list
ta [0..unbounded] of campaign
Version 9.5 names in
which to reset
the
dispositions.

asyncAddRecordsToListResponse
Parameter Type Description
return importIdentifier Identifier for the imported data. Can be used to
check import status and result.

asyncDeleteRecordsFromList
Deletes multiple records from a list. Use one of the deleteFromContacts methods to
delete a contact. To check the status of the update, use the response identifier in the
request of getListImportResult.

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List Management

Important
Because this method affects the performance of the dialer, use this
method only during off-peak periods. To delete a large number of
records, use deleteFromList or deleteFromListCsv instead.

asyncDeleteRecordsFromList
Parameter Type Description
listName string Name of list.
listDeleteSettings listDeleteSettings List update settings.
importData importData Records to be deleted.

asyncDeleteRecordsFromListResponse
Parameter Type Description
return importIdentifier Identifier for the imported data. Can be used to
check import status and result.

checkDncForNumbers
Checks whether phone numbers are part of a DNC list. The response contains the
numbers found in the DNC list.

checkDncForNumbers
Parameter Type Description
numbers string List of numbers to search in the DNC list. You may
[0..unbounded] include up to 50000 phone numbers in a request.

checkDncForNumbersResponse
Parameter Type Description
return string [0..unbounded] Numbers found in the DNC list.

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 Methods

List Management

createList
Creates a dialing list.

createList
Parameter Type Description
listName string Name of list.

createListResponse
Empty.

deleteAllFromList
Deletes all records from a list.

To check the status of the update, use the response identifier in the request of
getListImportResult.

Important
Because this batch method affects the performance of the dialer and
uses significant database resources, use this method only during off-
peak periods. To delete single records while an outbound campaign is
running, use deleteRecordFromList instead. To delete up to 100 records,
use asyncDeleteRecordsFromList. If you require a larger batch, contact
your Five9 representative.

deleteAllFromList
Parameter Type Description
listName string Name of list.
reportEmail string Email address for the deletion report.
callbackUrl string URL for the HTTP callback.
Version 9.5
callbackFormat callbackFormat File format returned by the client.
Version 9.5

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List Management

deleteAllFromListResponse
Parameter Type Description
return importIdentifier Identifier for the deleted data. Can be used to
check import status and result.

deleteFromList
Deletes batches of records from a list.

To check the status of the update, use the response identifier in the request of
getListImportResult.

Important
Because this batch method affects the performance of the dialer and
uses significant database resources, use this method only during off-
peak periods. To delete single records while an outbound campaign is
running, use deleteRecordFromList instead. To delete up to 100 records,
use asyncDeleteRecordsFromList. If you require a larger batch, contact
your Five9 representative.

deleteFromList
Parameter Type Description
listName string Name of list.
listDeleteSettings listDeleteSettings List deletion settings.
importData importData Records to delete from the list.

deleteFromListResponse
Parameter Type Description
return importIdentifier Identifier for the deleted data. Can be used to
check import status and result.

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List Management

deleteFromListCsv
Deletes batches of records from a list. Records are passed as a string of comma-
separated values.

To check the status of the update, use the response identifier in the request of
getListImportResult.

Important
Because this batch method affects the performance of the dialer and
uses significant database resources, use this method only during off-
peak periods. To delete single records while an outbound campaign is
running, use deleteRecordFromList instead. To delete up to 100 records,
use asyncDeleteRecordsFromList. If you require a larger batch, contact
your Five9 representative.

deleteFromListCsv
Parameter Type Description
listName string Name of list.
listDeleteSettings listDeleteSettings List deletion settings.
csvData string Records to remove from the list
in CSV format.

deleteFromListCsvResponse
Parameter Type Description
return importIdentifier Identifier for the deleted data. Can be used to
check import status and result.

deleteFromListFtp
Removes batches of records from a list by FTP. For more information about the format
of the file obtained from the FTP server, refer to the VCC Administrator’s Guide.

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List Management

Important
Because this batch method affects the performance of the dialer and
uses significant database resources, use this method only during off-
peak periods. To delete single records while an outbound campaign is
running, use deleteRecordFromList instead. To delete up to 100 records,
use asyncDeleteRecordsFromList. If you require a larger batch, contact
your Five9 representative.

deleteFromListFtp
Parameter Type Description
listName string Name of list.
deleteSettings listDeleteSettings List deletion settings.
ftpSettings ftpImportSettings FTP settings.

deleteFromListFtpResponse
Empty.

deleteList
Deletes a list from the Five9 VCC configuration. Although the list is deleted, the contact
records remain in the Contact database.

deleteList
Parameter Type Description
listName string Name of list.

deleteListResponse
Empty.

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List Management

deleteRecordFromList
Deletes a record from a list. Use one of the deleteFromContacts methods to delete a
contact.

Important
Because this method affects the performance of the dialer, use this
method only during off-peak periods. To delete a large number of
records, use deleteFromList or deleteFromListCsv instead.

deleteRecordFromList
Parameter Type Description
listName string Name of list.
listDeleteSettings listDeleteSettings List deletion settings.
record recordData Records to delete from the list.

deleteRecordFromListResponse
Parameter Type Description
return listImportResult Result of the deletion.

getListImportResult
Returns the detailed outcome of a list import. The import is identified by the identifier
object returned in the list import response.

getListImportResult
Parameter Type Description
identifier importIdentifier Identifier returned in one of the import
responses.

getListImportResultResponse
Parameter Type Description
return listImportResult Detailed description of the import results.

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List Management

getListsInfo
Returns the names and sizes of all the dialing lists in a domain. The request contains
the specified list name starts-with pattern. The response contains all the matching lists
in the Five9 domain where the Five9 user ID in the HTTP header is located. For more
information about the HTTP header, see Basic Access Authentication.

getListsInfo
Parameter Type Description
listNamePattern string Pattern that is matched to the list names in the
user’s domain.

getListsInfoResponse
Parameter Type Description
return listInfo All dialing lists in domain with the size of
[0..unbounded] each list.

isImportRunning
Checks whether data is being imported by using the importIdentifier object returned in
the list import response. To track changes in the import process, use the waitTime
parameter (long-polling technique). The method returns the new state when it is
changed or the current state after the specified waitTime.

isImportRunning
Parameter Type Description
identifier importIdentifier Identifier for the import session.
waitTime long Optional number of seconds to wait for
changes. If not specified, This method
contains the result immediately.

isImportRunningResponse
Parameter Type Description
return boolean Whether import is running.

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 Methods

Locales and Languages

removeNumbersFromDnc
Checks whether phone numbers are part of a DNC list. The response contains the
numbers found in the DNC list.

removeNumbersFromDnc
Parameter Type Description
numbers string [0..unbounded] List of numbers to remove from the DNC
list.

removeNumbersFromDncResponse
Parameter Type Description
return int 0 if successful.

Locales and Languages

getAvailableLocales
getConfigurationTranslations
getLocale
setLocale
updateConfigurationTranslations

getAvailableLocales
Version 9.5

Returns the list of locales for the domain.

getAvailableLocales
Takes no parameters.

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Locales and Languages

getAvailableLocalesResponse
Parameter Type Description
return string [0..unbounded] List of available locales.

getConfigurationTranslations
Version 9.5

Returns configuration translations for the locale.

getConfigurationTranslations
Parameter Type Description
localeName string Name of the locale.

getConfigurationTranslationsResponse
Parameter Type Description
return adminConfigTranslation List of configuration translations
[0..unbounded] for the locale.

getLocale
Version 9.5

Returns the name of the locale.

getLocale
Takes no parameters.

getLocaleResponse
Parameter Type Description
return string Name of the locale.

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Locales and Languages

setLocale
Version 9.5

Sets the name of the locale.

setLocale
Parameter Type Description
localeName string Name of the locale.

setLocaleResponse
Empty.

updateConfigurationTranslations
Version 9.5

Updates the configuration translations for the locale.

updateConfigurationTranslations
Parameter Type Description
localeName string Name of the locale.
diffTranslations adminConfigTranslation List of configuration
[0..unbounded] translations for the locale.

updateConfigurationTranslationsResponse
Parameter Type Description
translationsWithNonExistingKey adminConfigTranslation Updated list of
[0..unbounded] configuration
translations for
the locale.

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Prompt Management

Prompt Management

addPromptTTS
Creates a prompt and to generate an audio file with text and text-to-speech settings.

addPromptTTS
Parameter Type Description
prompt promptInfo New prompt attributes.
ttsInfo ttsInfo Properties of the text-to-speech audio file.

addPromptTTSResponse
Empty.

addPromptWav
Creates a prompt and to upload a WAV audio file. For more information about the
supported WAV formats, refer to the Five9 Administrator’s Guide.

addPromptWav
Parameter Type Description
prompt promptInfo New prompt attributes.
wavFile swaRef WAV file attachment in a MIME package. For more
information, see Using swaRef.

addPromptWavResponse
Empty.

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Prompt Management

addPromptWavInline
Creates a prompt and uploads an audio file in base-64 format.

addPromptWavInline
Parameter Type Description
prompt promptInfo New prompt attributes.
wavFile base64Binary WAV file attachment in a MIME package.

addPromptWavInlineResponse
Empty.

deleteLanguagePrompt
Version 9.5

Deletes a prompt in the specified language.

You cannot overwrite an existing prompt. If you try to modify a prompt in any
language, an exception occurs.

Each prompt can exist in only one version in each language. If you try to modify an
existing prompt, you get an exception. Therefore, use this method to delete the current
language version. Afterward, use one of the modification methods to upload the new
version.

deleteLanguagePrompt
Parameter Type Description
promptName string Name of the prompt.
language string Language of the prompt.

deleteLanguagePromptResponse
Empty.

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Prompt Management

deletePrompt
Deletes a prompt.

deletePrompt
Parameter Type Description
promptName string Name of prompt.

deletePromptResponse
Empty.

getPrompt
Returns the attributes of a prompt.

getPrompt
Parameter Type Description
promptName string Name of prompt.

getPromptResponse
Parameter Type Description
return promptInfo Prompt attributes.

getPrompts
Version 9.5

Returns a list of prompts.

getPrompts
Contains no parameters.

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Prompt Management

getPromptsResponse
Parameter Type Description
prompts promptInfo[0..unbounded] List of prompt attributes.

modifyPromptTTS
Updates the text-to-speech settings and the text of a prompt.

modifyPromptTTS
Parameter Type Description
prompt promptInfo New prompt attributes.
ttsInfo ttsInfo Properties of the text-to-speech audio file.

modifyPromptTTSResponse
Empty.

modifyPromptWav
Updates the settings and the audio file of a prompt.

modifyPromptWav
Parameter Type Description
prompt promptInfo Prompt attributes.
wavFile swaref WAV file attachment in a MIME package. For more
information, see the Web Services specifications.

modifyPromptWavResponse
Empty.

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 Methods

Reason Codes

modifyPromptWavInline
Updates the settings and the audio file of a prompt.

modifyPromptWavInline
Parameter Type Description
prompt promptInfo Prompt attributes.
wavFile base64Binary Prompt file, application/octet-stream.

modifyPromptWavInlineResponse
Empty.

Reason Codes

createReasonCode
Creates a reason code. The response contains an exception if a reason code with the
same name already exists or if the maximum number of reason codes has been
reached.

createReasonCode
Parameter Type Description
reasonCode reasonCode Name and attributes of reason code.

createReasonCodeResponse
Empty.

deleteReasonCode
No longer used. Instead, use deleteReasonCodeByType.

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Reason Codes

deleteReasonCodeByType
Deletes a reason code.

deleteReasonCodeByType
Parameter Type Description
reasonCodeName string Name of reason code.
type reasonCodeType Type of reason code.

deleteReasonCodeByTypeResponse
Empty.

getReasonCode
No longer used. Instead, use getReasonCodeByType.

getReasonCodeByType
Returns the details of a reason code.

getReasonCodeByType
Parameter Type Description
reasonCodeName string Name of reason code.
type reasonCodeType Type of reason code.

getReasonCodeByTypeResponse
Parameter Type Description
return reasonCode Name and attributes of reason code.

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 Methods

Reports

modifyReasonCode
Updates a reason code.

modifyReasonCode
Parameter Type Description
reasonCode reasonCode Name and attributes of reason code.

modifyReasonCodeResponse
Empty.

Reports

Important
When obtained with the API, all reports that return a date use the Pacific time zone
adjusted for daylight savings time if needed. For example, if you are located in the
Central time zone, the time in reports is always -2 hours.

Use the methods in this order:

1 Authenticate the reporting user.
2 Send runReport.
3 Send isReportRunning repeatedly until the response is false, which indicates
that the report is completed.
4 To obtain the results, send getReportResults.

getReportResult
Returns the data from a report generated by runReport.

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Reports

Important
For best results, Five9 recommends using the getReportResultCsv
method to return report data.

getReportResult
Parameter Type Description
identifier string Unique identifier returned by runReport.

getReportResultResponse
Parameter Type Description
return reportRowData Result of the report in table format (two-
dimensional array). The time zone is Pacific
Standard Time (PST). By default, the limit is 5,000
records.

getReportResultCsv
Returns the data from a report generated by runReport. The result of the report is in
CSV format.

getReportResultCsv
Parameter Type Description
identifier string Unique identifier returned by runReport.

getReportResultCsvResponse
Parameter Type Description
return string Result of the report in CSV format. By default, the limit is
50,000 records.

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Reports

isReportRunning
Checks whether a report is running and tracks changes in the status of a report. The
method returns the response as soon as the report is completed.

Important
To prevent this method from overloading the system, Five9 recommends
that you set the timeout parameter to at least five seconds. If report gen-
eration takes longer than the specified time-out, the method returns
True, and the client resends the method.

isReportRunning
Parameter Type Description
identifier string Unique identifier returned by runReport.
timeout long Required time in seconds to wait for changes before
returning the current state. If set to 0, this method
returns the result immediately. Cannot be empty. Long
polling.

isReportRunningResponse
Parameter Type Description
return boolean Whether the report is running.
l True: Report still being
generated.
l False: Report generation
completed.

runReport
Use this method to generate a report. Because the time to generate a report varies,
you need to follow up with isReportRunning until it returns false. If you omit this step,
the report that you retrieve may not contain all the data that you expect. When the
report is completely generated, retrieve the data with getReportResult or
getReportResultCsv.

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 Methods

Session Information

To reduce network traffic when calling runReport, Five9 recommends that you limit the
criteria to a smaller time period to reduce the data returned. For example, to obtain
data for a year, split the time period into months or weeks to return smaller data
amounts instead of requesting one large report for an entire year.

runReport
Parameter Type Description
folderName string Report category, such as Call Log
Reports. The VCC contains standard and
custom reports. For more information,
see the Dashboards and Reports User’s
Guide.
reportName string Name of the report, such as Call Log.
criteria customReportCriteria Filters used to generate the report.

runReportResponse
Parameter Type Description
return string Identifier used to check the status of the report
(isReportRunning) and to retrieve the results
(getReportResult).

Session Information

closeSession
Closes the administrator’s session. The administrator can then log in to the VCC
Administrator application.

closeSession
Takes no parameters.

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 Methods

Skill Management

closeSessionResponse
Empty.

Skill Management
You can create, add, and modify skills, and obtain skill information. After you create
skills, you can assign them to users.

Important
Because methods to add, delete, and modify skills affect the per-
formance of the dialer, Five9 recommends that you use these methods
only during off-peak hours.

addSkillAudioFile
Version 9.5

Add audio files for the skill.

addSkillAudioFile
Parameter Type Description
skillName string Skill name.
promptName string Prompt name.

addSkillAudioFileResponse
Empty.

createSkill
Creates a skill. An exception is thrown if the skill already exists, if the limit number of
skills is reached, or if skill attributes are invalid.

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Skill Management

createSkill
Parameter Type Description
skillInfo skillInfo New skill information.

createSkillResponse
Parameter Type Description
return skillInfo New skill information.

deleteSkill
Deletes a skill.

deleteSkill
Parameter Type Description
skillName string Name of skill to be deleted.

deleteSkillResponse
Empty.

getSkill
Returns skill information: skill name, skill description, message of the day, and whether
skill voicemail messages are routed to agents.

getSkill
Parameter Type Description
skillName string Name of skill.

getSkillResponse
Parameter Type Description
return getSkill Skill information.

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Skill Management

getSkillAudioFiles
Version 9.5

Gets a list of skill audio files.

getSkill
Parameter Type Description
skillName string Name of skill.

getSkillResponse
Parameter Type Description
prompts string [0..unbounded] List of files.

getSkillInfo
Returns detailed skill information about a skill.

getSkillInfo
Parameter Type Description
skillName string Name of skill.

getSkillInfoResponse
Parameter Type Description
return skillInfo Skill information.

getSkills
Returns information about each skill name that matches a pattern.

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Skill Management

getSkills
Parameter Type Description
skillNamePattern string Pattern of skill name. The skill name pattern is a
regular expression. If omitted or equal to an
empty string, all objects are returned.

getSkillsResponse
Parameter Type Description
return skill Skill information for each skill that matches the
[0..unbounded] pattern.

getSkillsInfo
Returns a list of users that possess the skill that matches a skill name pattern.

getSkillsInfo
Parameter Type Description
skillNamePattern string Pattern of skill name. The skill name pattern is a
regular expression. If omitted or equal to an
empty string, all objects are returned.

getSkillsInfoResponse
Parameter Type Description
return skillInfo Skill information for each skill that matches the
[0..unbounded] pattern.

getSkillVoicemailGreeting
Returns the attributes of a prompt.

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Skill Management

getSkillVoicemailGreeting
Parameter Type Description
skillName string Name of skill with the specified voicemail greeting.

getSkillVoicemailGreetingResponse
Parameter Type Description
return base64Binary Audio file that is the voicemail greeting of specified
skill. For more information, refer to the XML
definition.

modifySkill
Modifies an existing skill. An exception is thrown if the skill already exists or if the skill
attributes are invalid.

modifySkill
Parameter Type Description
skill skill Name of skill to modify.

modifySkillResponse
Parameter Type Description
return skillInfo Information about the modified skill.

removeSkillAudioFile
Version 9.5

Deletes a skill audio file.

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 Methods

Speed Dial Information

removeSkillAudioFile
Parameter Type Description
skillName string Skill name.
promptName string Prompt name.

removeSkillAudioFileResponse
Empty.

setSkillVoicemailGreeting
Uploads the audio file in WAV format provided by the Web Services user and associates
it with a skill to be played when no agents are available to take calls. If a voicemail
greeting already exists for the skill, it is replaced. For more information about the WAV
formats supported by the VCC, refer to the Administrator’s Guide.

setSkillVoicemailGreeting
Parameter Type Description
skillName string New prompt attributes.
wavFile base64Binary Audio file that contains the recording. For more
information, refer to the XML definition.

setSkillVoicemailGreetingResponse
Empty.

Speed Dial Information

Version 10.2

You can add, retrieve, and remove numbers to speed dial.

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 Methods

Speed Dial Information

createSpeedDialNumber
Version 10.2

Adds a speed dial number.

createSpeedDialNumber
Parameter Type Description
code string Code assigned to the telephone number to speed dial.
description string Description for the number.
number string Telephone number to dial.

createSpeedDialNumberResponse
Parameter Type Description
SpeedDialNumber speedDialNumber Information about the speed dial
number.

getSpeedDialNumbers
Version 10.2

Returns a list of speed dial numbers.

getSpeedDialNumbers
Empty.

getSpeedDialNumbersResponse
Parameter Type Description
SpeedDialNumber speedDialNumber Speed dial numbers.
[0..unbounded]

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 Methods

User Management

removeSpeedDialNumber
Version 10.2

Removes a speed dial number.

removeSpeedDialNumber
Parameter Type Description
code string Code assigned to the number to speed dial.

removeSpeedDialNumberResponse
Empty.

User Management
You can create users, add and modify user attributes, and obtain user information.

createUser
Creates a user.

An exception is thrown if the user already exists, if the limit number of users is reached,
or if user attributes are invalid.

createUser
Parameter Type Description
userInfo userInfo New user information.

createUserResponse
Parameter Type Description
return userInfo New user information.

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User Management

deleteUser
Deletes the specified user. An exception is thrown if the user does not exist.

deleteUser
Parameter Type Description
userName string Name of user to be deleted.

deleteUserResponse
Empty.

getUserGeneralInfo
No longer used. Use getUsersGeneralInfo instead.

getUserInfo
No longer used. Use getUsersInfo instead.

getUserVoicemailGreeting
Returns the user’s voicemail greeting.

getUserVoicemailGreeting
Parameter Type Description
userName string Name of user who has the specified voicemail greeting.

getUserVoicemailGreetingResponse
Parameter Type Description
return base64Binary Audio file that is the voicemail greeting of specified
user. For more information, refer to the XML
definition.

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User Management

getUsersGeneralInfo
Returns general information about each user name that matches a pattern.

getUsersGeneralInfo
Parameter Type Description
userNamePattern string Regular expression that describes the user name
pattern. If omitted or equal to an empty string, all
objects are returned. For example, a pattern may
be the first characters of the user name.

Warning
Five9 recommends that you specify a string for the user-
NamePattern parameter as part of the method to reduce the number
of objects processed and returned. If you do not specify a string, all user
objects are returned. Depending on the number of user objects, the
response time may result in performance degradation.

getUsersGeneralInfoResponse
Parameter Type Description
return userGeneralInfo Information about each user name that matches
[0..unbounded] the pattern.

getUsersInfo
Returns information about roles and skills of each user name that matches a pattern.

getUsersInfo
Parameter Type Description
userNamePattern string Regular expression that describes the user name
pattern. If omitted or equal to an empty string, all
objects are returned. For example, a pattern may
be the first characters of the user’s name.

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User Management

Warning
Five9 recommends that you specify a string for the user-
NamePattern parameter as part of the method to reduce the number
of objects processed and returned. If you do not specify a string, all user
objects are returned. Depending on the number of user objects, the
response time may result in performance degradation.

getUsersInfoResponse
Parameter Type Description
return userInfo Information about each user name that matches
[0..unbounded] the pattern.

modifyUser
Modifies the user’s attributes.

An exception is thrown if the user already exists, if the limit number of users is reached,
or if user attributes are invalid.

modifyUser
Parameter Type Description
userGeneralInfo userGeneralInfo User information to modify.
rolesToSet userRoles User roles to modify.
rolesToRemove userRoleType User roles to remove.
[0..unbounded]

modifyUserResponse
Parameter Type Description
return userInfo Modified user information.

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User Management

modifyUserCannedReports
Updates the list of canned reports associated with a specific user. To get a list of the
user’s current canned reports, use getUsersInfo.

modifyUserCannedReports
Parameter Type Description
userName string Name of user.
cannedReportsToAdd cannedReport References to existing reports to
[0..unbounded] associate with user.
cannedReportsToRemove string Names of reports to disassociate
[0..unbounded] from user.

modifyUserCannedReportsResponse
Parameter Type Description
return userInfo Modified user information.

setUserVoicemailGreeting
Uploads the audio file in WAV format provided by the Web Services user and to play
the file when the user is not available to take calls. If a voicemail greeting already exists
for the user, it is replaced. For more information about the WAV formats supported by
the VCC, see the Basic Administrator’s Guide.

setUserVoicemailGreeting
Parameter Type Description
userName string Name of user.
wavFile base64Binary File name.

setUserVoicemailGreetingResponse
Empty.

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User Management

userSkillAdd
Adds a skill to a user.

Important
To prevent the userSkillAdd method from overloading the system, Five9
recommends that you set a sleep parameter of at least 3 seconds
between each request. Because this method affects the performance of
the dialer and uses significant database resources, use this method only
during off-peak periods.

userSkillAdd
Parameter Type Description
userSkill userSkill Skill to be added.

userSkillAddResponse
Empty.

userSkillModify
Modifies a skill.

Important
To prevent the userSkillModify method from overloading the system,
Five9 recommends that you set a sleep parameter of at least 3 seconds
between each request. Because this method affects the performance of
the dialer and uses significant database resources, use this method only
during off-peak periods.

userSkillModify
Parameter Type Description
userSkill userSkill Skill to be modified.

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 Methods

User Profiles

userSkillModifyResponse
Empty.

userSkillRemove
Deletes a skill.

Important
To prevent the userSkillRemove method from overloading the system,
Five9 recommends that you set a sleep parameter of at least 3 seconds
between each request. Because this method affects the performance of
the dialer and uses significant database resources, use this method only
during off-peak periods.

userSkillRemove
Parameter Type Description
userSkill userSkill Skill to be deleted.

userSkillRemoveResponse
Empty.

User Profiles
User profiles simplify the task of configuring large numbers of users by enabling you to
assign the same permissions and skills to all members of a group.

createUserProfile
Creates a user profile with a set of users, roles, skills, and layout.

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User Profiles

createUserProfile
Parameter Type Description
userProfile userProfile Profile to be created.

createUserProfileResponse
Parameter Type Description
return userProfile New profile.

deleteUserProfile
Deletes a user profile.

deleteUserProfile
Parameter Type Description
userProfileName string Name of profile.

deleteUserProfileResponse
Empty.

getUserProfile
Returns information (users, roles, and skills) about a user profile. To obtain information
about several user profiles, use getUserProfiles.

getUserProfile
Parameter Type Description
userProfileName string Name of profile.

getUserProfileResponse
Parameter Type Description
return userProfile Profile information.

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User Profiles

getUserProfiles
Returns a list of user profiles whose names match a string pattern.

getUserProfiles
Parameter Type Description
userProfileNamePatern string Name of the profile or regular expression.
Note spelling. For all user profiles, omit the parameter or
use this pattern: .*

getUserProfilesResponse
Parameter Type Description
return userProfile List of user profiles.
[0..unbounded]

modifyUserProfile
Updates a user profile.

modifyUserProfile
Parameter Type Description
userProfile userProfile Name of profile.

modifyUserProfileResponse
Empty.

modifyUserProfileSkills
Updates the skills of a user profile.

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modifyUserProfileSkills
Parameter Type Description
userProfileName string Name of profile.
addSkills string [0..unbounded] List of skills to add.
removeSkills string [0..unbounded] List of skills to remove.

modifyUserProfileSkillsResponse
Empty.

modifyUserProfileUserList
Updates the users of a user profile.

modifyUserProfileUserList
Parameter Type Description
userProfileName string Name of profile.
addUsers string [0..unbounded] List of users to add.
removeUsers string [0..unbounded] List of users to remove.

modifyUserProfileUserListResponse
Empty.

VCC Configuration
Returns information about the Virtual Call Center and the Web Services API.

getApiVersions
Version 9.5

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Returns the newest and oldest production versions of the API available to the user so
that the client can use the appropriate URL and methods.

getApiVersions
Contains no parameters.

getApiVersionsResponse
Parameter Type Description
return versions Available versions of the API.

getVCCConfiguration
Returns the global settings of your VCC.

getVCCConfiguration
Empty.

getVCCConfigurationResponse
Parameter Type Description
return vccConfiguration Configuration of your VCC.

modifyVCCConfiguration
Updates the global settings of your Virtual Call Center.

modifyVCCConfiguration
Parameter Type Description
configuration vccConfiguration Configuration of your VCC.

modifyVCCConfigurationResponse
Empty.

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Exceptions

All error messages contain at least the message parameter, which is a string that
describes the exception. Some exceptions contain additional parameters, which are
described in the table.

Name Description
AccessDisallowedFault Your domain does not have access to the Five9
Configuration Web Services. To request access,
contact Five9 Support.
AddRecordToListFault Version 3 Error with addRecordToListSimple
due to one of these reasons:
The following field(s) do not exist in the CRM
table: {0}
l Sending email not supported in this release.
l Mandatory field {0} missing.
l There can be maximum of 64 CRM fields.
l Number {0} must either be 10 digits for
dialing within North America or begin with
011 for International number.
l Number {0} has to be less than or equal to 16
digit and greater than or equal to 10 digit.
l List was not found.
l Specified record already exist in the list.
l At least one number should be specified for
new record.
l No value provided for key {0}.
l More than one record matches specified
criteria.
l At least one key must be provided.
l Time format must be provided along with
Time to Dial.

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Name Description
l Incorrect Time to Dial.

l Incorrect key {0}. No such field.

l Value of field {0} is too long.
l Value of field {0} has incorrect format{1}.
l Number of requests exceed maximum
allowed value: {0}.
l The requested domain is disabled.
l There is no resources for processing the
request at the moment. Please try to re-send
the request.
l Domain wasn't found.
l Error while executing request.
l Unknown error {0}.
l Error while executing SQL statement {0}.
l Error while executing SQL statement {0} with
values {1}.
l Error while processing Call ASAP and Time to
call parameters - service temporary
unavailable.
l Error while loading external params.
AdminSessionClosedFault System error.
AllowedOnlyForPreviewCampaign Incorrect dialing mode. Returned for the
Fault preview-only manual dialing mode.
WrongDialingModeException:
Name Type Description
campaignName string Name of campaign.
CampaignAlreadyExistsFault Attempting to create a campaign that already
exists or to rename a campaign to the name of a
campaign that already exists.
Name Type Description
campaignName string Name of campaign.
CampaignNotFoundFault Campaign name does not exist in the Five9
configuration.

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Name Description
Name Type Description
campaignName string Name of campaign.
CampaignStateUpdateFault Campaign state cannot be updated, for
example: you cannot stop a campaign that is
not running.
Name Type Description
campaignName string Name of campaign.
details string Reason for the failure.
CantModifyObjectFault System error.
CommonCampaignFault Common part of the campaign error.
Version 3 Name Type Description
campaignName string Name of campaign.
ConcurrentModificationFault Specified object is already being modified by
another client.
CrmFieldNotFoundFault Specified contact database field cannot be
found in this domain.
Name Type Description
fieldName string Name of field.
DialProfileNotFoundFault Undefined profile is specified when creating or
modifying an outbound campaign.
Name Type Description
profileName string Name of profile.
DispositionAlreadyExistsFault Attempting to create a disposition that already
exists or to rename a disposition to the name of
a disposition that already exists.
Name Type Description
dispositionName string Name of disposition.
DispositionIsAlreadyAssigned Attempting to assign to a campaign a
Fault disposition that has already been assigned to
DispositionAlreadyAssigned the campaign.
Exception
Name Type Description
Note: The Fault name is campaignName string Name of campaign.
different from the Exception Information about
name. dispositionName string
current and requested

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Name Description
Name Type Description
disposition.
DispositionIsNotAssisgnedFault Attempting to remove from a campaign a
disposition that is not assigned to that
DispositionIsNotAssigned campaign.
Exception
Name Type Description
Note: The spelling of the campaignName string Name of campaign.
Fault is different from that of dispositionName string Name of disposition.
the Exception.

DispositionNotAllowedFault Attempting to add a disposition type that is not

allowed for a campaign.
Name Type Description
dispositionName string Name of disposition.
DispositionNotFoundFault Attempting to get, remove, or rename a
disposition that does not exist in the domain.
Name Type Description
dispositionName string Name of disposition.
DNISAlreadyAssignedFault DNIS is already assigned to a campaign.
Name Type Description
campaignName string Name of campaign.
dnis string DNIS number.
DNISIsNotAssignedFault DNIS is not assigned to a campaign.
Name Type Description
campaignName string Name of campaign.
dnis string DNIS number.
DNISNotFoundFault DNIS cannot be found in the domain.
Name Type Description
dnis string DNIS number.
ExecutionRestrictionFault Processing error.
ExtensionAlreadyInUseFault Extension already assigned to another user.
Name Type Description
ext string 4-digit extension.

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Name Description
ExtensionsOutOfRangeFault Number of digits in the users’ extension is out of
Version 9.5 the allowed range.
Name Type Description
string Name of cam-
campaignName
[0..unbounded] paign.
string List of user
userNames
[0..unbounded] names.
FinderException Object cannot be found.
ImportCancelledFault Import operation was canceled.
ImportInProgressFault Campaign cannot be deleted because data is
being imported into this campaign or into a list
associated with this campaign
ImportSizeLimitExceededFault Request exceeds maximum number of records
ImportRecordsCountLimit allowed.
ExceededException Name Type Description
Note: The name of the fault Maximum number of
limit int
is different from that of the records allowed.
exception. Number of records in the
recordsCount int
request.
IncorrectArgumentFault Request contains incorrect argument name or
value, or non-parameterized scripts contain
parameters.
InternalImportFault All requests that trigger a data import process
may experience an internal import fault.
Resubmit the request.
InvalidAccountFault Invalid account regardless of the reason,
including password and security questions
issues. May be returned by the createUser and
modifyUser methods.
InvalidDateRangeFault Invalid date range. Start date and time must
precede end date and time.
Name Type Description
end dateTime End time of range.
start dateTime Start time of range.
InvalidImportDataFault Incorrectly formatted source data for import

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Name Description
operations.
InvalidRegexpPatternFault Incorrectly formed regular expression used for
data lookup.
Name Type Description
pattern string Invalid regular expression.
InvalidUserDataFault Error in data provided to create or update user.
IvrScriptOwnershipNotFoundFaul Attempting to create or modify an IVR script
t with invalid ownership information.
Version 10
IvrScriptNotFoundFault Attempting to create or modify a campaign with
an IVR script that does not exist.
Name Type Description
ivrScriptName string Name of IVR script.
ListAlreadyAssignedFault List already assigned to this campaign.
Name Type Description
campaignName string Name of campaign.
listName string Name of list.
ListAlreadyExistsFault List name already in use.
Name Type Description
listName string Name of list.
ListCantBeRemovedFault Attempting to delete a list that is in use.
Name Type Description
listName string Name of list.
ListIsNotAssignedFault Attempting to modify or remove a list that is not
assigned to the campaign.
Name Type Description
campaignName string Name of campaign.
listName string Name of list.
ListNotFoundFault Attempting to modify a list that does not exist.
Name Type Description
listName string Name of list.
LocaleNotFoundFault Unable to find the contact’s locale.
Version 9.5

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Name Description
Name Type Description
localeName string Name of locale.
LogoutReasonCodeNotFoundFault No reason codes of type logout exist with the
Removed from Version 10 name provided.
Name Type Description
Name of reason
reasonCodeName string
code.
MaxPlayFileCountForSkill Number of audio files for the skill has been
ExceededFault exceeded.
Version 9.5
Name Type Description
skillName string Name of skill.
MissedArgumentFault Required argument is missing from the request.
MissedOsLoginFault Do not use.
NotReadyReasonCodeNotFoundFaul No Not Ready reason code with that name
t exists.
Removed from Version 10 Name Type Description
Name of reason
reasonCodeName string
code.
ObjectAlreadyExistsFault Object with the same name already exists.
Name TypeDescription
id long Object ID.
Name of
objectName string
object.
objectType wsObjectType Type of data.
ObjectInUseFault Requested object is currently being used.
Name TypeDescription
id long Object ID.
Name of
objectName string
object.
objectType wsObjectType Type of data.
ObjectNotFoundFault Requested object does not exist.
Name Type Description
id long Object ID.

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Name Description
Name Type Description
Name of
objectName string
object.
objectType wsObjectType Type of data.
ObjectsCountLimitExceededFault Maximum count for this type of object for your
domain has been reached.
Name Type Description
id long Object ID.
Limit that has
limit int
been reached.
Name of
objectName string
object.
objectType wsObjectType Type of data.
OperationsLimitExceededFault Maximum number of Web Services requests for
the 24-hour period has been exceeded.
Name Type Description
Maximum number of
limit long
requests.
operationType string Type of operation.
ParseException Error found during parsing.
Name Type Description
errorOffset int Location of the error.
PromptAlreadyExistsFault Attempting to create a prompt that already
exists.
Name Type Description
promptName string Name of prompt.
PromptCantBeDeletedFault Attempting to delete a prompt that is currently
in use.
Name Type Description
promptName string Name of prompt.
PromptNotFoundFault Attempting to create or modify a campaign that
requires a prompt.
Name Type Description
promptName string Name of prompt.

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Name Description
ReasonCodeCountLimitExceeded Limit for the number of reason codes in a
Fault domain has been reached.
Name Type Description
Name of reason
reasonCodeName string
code.
ReasonCodeNotFoundFault No reason code of that name exists.
Name Type Description
Name of reason
reasonCodeName string
code.
ReportNotFoundFault Report with that name and category does not
exist.
Name Type Description
folder string Category of report.
reportName string Name of report.
ResultIsNotReadyFault Operation in progress has not been completed.
To check status, use isImportRunning or
isReportRunning.
ScheduleNotFoundFault FTP schedule was not found.
Name Type Description
scheduleName string Name of schedule.
ScheduleOperationFailedFault Attempt to schedule FTP event failed.
Name Type Description
Enumeratio
operationTyp
operation n of type
e
string.
sched- Name of
string
uleName schedule.
ServerFault Web Services server error.
ServiceUnavailableFault Web Services are not available.
SessionClosedFault Session closed while the request is executed
because another session is started concurrently
with the same credentials.
SkillAlreadyAssignedFault Attempting to assign to a campaign a skill
already assigned to the campaign.

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Name Description
Name Type Description
campaignName string Name of campaign.
SkillAlreadyExistsFault Attempting to create a skill with a name that
already exists.
Name Type Description
skillName string Name of skill.
SkillCantBeDeletedFault Attempting to delete a skill used in other
objects.
Name Type Description
skillName string Name of skill.
SkillIsNotAssignedFault Attempting to remove or modify a skill that is
not assigned to that campaign.
Name Type Description
campaignName string Name of campaign.
skillName string Name of skill.
SkillNotFoundFault Requested skill cannot be found.
Name Type Description
skillName string Name of skill.
TooManyExtensionsFault Number of extensions has exceeded the
maximum allowed.
TooManyItemsFault Number of items has exceeded the maximum
allowed.
TooManyUsersFault Number of users has exceeded the maximum
allowed. Returned by createUser.
TtsGenerationFailed Audio file for the TTS prompt cannot be created.
Name Type Description
Note: Fault is absent from
the name of the Exception. promptName string Name of prompt.

UnknownIdentifierFault Unknown identifier of import operation is

requested.
UserAlreadyExistsFault Attempting to create a user with a name that
already exists.

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Name Description
Name Type Description
userName string Name of user.
UserAlreadyHasSkillFault User already has the specified skill.
Name Type Description
skillName string Name of skill.
userName string Name of user.
UserAlreadyLoggedInFault User ID is already logged in.
UserCantBeDeletedFault User name cannot be deleted because it is used
in other objects.
Name Type Description
userName string Name of user.
UserDoesntHaveSkillFault User does not have the specified skill.
Name Type Description
skillName string Name of skill.
userName string Name of user.
UserHasNoRequiredRoleFault User being added to agent group does not have
UserHasNoRequiredRolesExceptio the required agent or supervisor role.
n Name Type Description
Note: The spelling of the userRoleType
roles Types of roles.
Fault is different from that of [0..unbounded]
the Exception. userName string Name of user.

UserNotFoundFault User not found.

Name Type Description
userName string Name of user.
WavFileUploadFailedFault WAV file upload failed when attempting to
create or modify prompt.
Name Type Description
promptName string Name of prompt.
WrongCampaignStateFault Requesting a campaign that is not in the correct
state. For example, attempting to delete, reset,
or rename a campaign or dispositions while the
campaign is running.

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Name Description
Name Type Description
campaignStat Specified
actualState
e state.
cam- Name of
string
paignName campaign.
Campaign
campaignStat state that
desiredState
e should be
specified.
WrongCampaignTypeFault Incorrect campaign type. For example,
outbound campaign requests should contain
types that apply to outbound campaigns.
Name Type
Description
Specified
actualType campaignType campaign
type.
Name of
campaignName string
campaign.
Campaign
desiredType campaignType types to
specify.
WrongListDialingModeFault Incorrect dialing mode.
WrongListDialingModeFault
Name Type Description
Version 4
campaignName string Name of campaign.

WrongPromptTypeFault Specified prompt type is incorrect.

Name Type Description
Specified
actualType promptType
prompt type.
Prompt type to
desiredType promptType
specify.
Name of
promptName string
prompt.

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Examples

This contains an example request and response pair for these methods:

XML Examples
PHP Example

XML Examples
addToListCsv
addRecordToList
asyncAddRecordsToList
deleteFromContacts
runReport

addToListCsv

Request
listUpdateSettings, highlighted in blue, extends basicImportSettings, highlighted
in red.

<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ser="http://service.admin.ws.five9.com/">
<env:Header/>
<env:Body>
<ser:addToListCsv>
<listName>hotleadslist</listName>
<listUpdateSettings>
<fieldsMapping>
<columnNumber>1</columnNumber>
<fieldName>number1</fieldName>
<key>true</key>
</fieldsMapping>
<fieldsMapping>
<columnNumber>2</columnNumber>
<fieldName>first_name</fieldName>

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 Examples

XML Examples

<key>false</key>
</fieldsMapping>
<fieldsMapping>
<columnNumber>3</columnNumber>
<fieldName>last_name</fieldName>
<key>false</key>
</fieldsMapping>
<reportEmail>admin@yourcompany.com</reportEmail>
<separator>,</separator>
<skipHeaderLine>true</skipHeaderLine>
<cleanListBeforeUpdate>false</cleanListBeforeUpdate>
<crmAddMode>ADD_NEW</crmAddMode>
<crmUpdateMode>UPDATE_ALL</crmUpdateMode>
<listAddMode>ADD_ALL</listAddMode>
</listUpdateSettings>
<csvData>number1,first_name,last_name</csvData>
</ser:addToListCsv>
</env:Body>
</env:Envelope>

Response
<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ser="http://service.admin.ws.five9.com/">
<env:Header/>
<env:Body>
<ser:addToListCsvResponse>
<return>
<identifier>0a2c9316-1a68-4be1-b817-c885326018c6
</identifier>
</return>
</ser:addToListCsvResponse>
</env:Body>
</env:Envelope>

addRecordToList

Request
<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ser="http://service.admin.ws.five9.com/">
<env:Header/>
<env:Body>
<ser:addRecordToList>
<listName>some_list_name</listName>
<listUpdateSettings>

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 Examples

XML Examples

<fieldsMapping>
<columnNumber>1</columnNumber>
<fieldName>number1</fieldName>
<key>true</key>
</fieldsMapping>
<fieldsMapping>
<columnNumber>2</columnNumber>
<fieldName>first_name</fieldName>
<key>false</key>
</fieldsMapping>
<fieldsMapping>
<columnNumber>3</columnNumber>
<fieldName>last_name</fieldName>
<key>false</key>
</fieldsMapping>
<separator>,</separator>
<skipHeaderLine>false</skipHeaderLine>
<callNowMode>ANY</callNowMode>
<cleanListBeforeUpdate>false</cleanListBeforeUpdate>
<crmAddMode>ADD_NEW</crmAddMode>
<crmUpdateMode>UPDATE_FIRST</crmUpdateMode>
<listAddMode>ADD_FIRST</listAddMode>
</listUpdateSettings>
<record>
<fields>5551208111</fields>
<fields>John</fields>
<fields>Smith</fields>
</record>
</ser:addRecordToList>
</env:Body>
</env:Envelope>

Response
listImportResult, highlighted in blue, extends basicImportResults, highlighted in
red.

<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ser="http://service.admin.ws.five9.com/">
<env:Header/>
<env:Body>
<ser:addRecordToListResponse>
<return>
<uploadDuplicatesCount>0</uploadDuplicatesCount>
<uploadErrorsCount>0</uploadErrorsCount>
<warningsCount/>
<crmRecordsInserted>0</crmRecordsInserted>
<crmRecordsUpdated>1</crmRecordsUpdated>

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 Examples

XML Examples

<listName>some_list_name</listName>
<listRecordsDeleted>0</listRecordsDeleted>
<listRecordsInserted>0</listRecordsInserted>
</return>
</ser:addRecordToListResponse>
</env:Body>
</env:Envelope>

asyncAddRecordsToList

Request
<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ser="http://service.admin.ws.five9.com/">
<env:Header/>
<env:Body>
<ser:asyncAddRecordsToList>
<listName>asdf</listName>
<listUpdateSettings>
<fieldsMapping>
<columnNumber>1</columnNumber>
<fieldName>number1</fieldName>
<key>true</key>
</fieldsMapping>
<fieldsMapping>
<columnNumber>2</columnNumber>
<fieldName>first_name</fieldName>
<key>false</key>
</fieldsMapping>
<callTimeColumnNumber>3</callTimeColumnNumber>
<crmAddMode>ADD_NEW</crmAddMode>
<callNowMode>ANY</callNowMode>
<crmUpdateMode>UPDATE_FIRST</crmUpdateMode>
<listAddMode>ADD_IF_SOLE_CRM_MATCH</listAddMode>
</listUpdateSettings>
<importData>
<values>
<item>6665554499</item>
<item>George</item>
<item>1341957101000</item>
</values>
<values>
<item>9995554499</item>
<item>Ringo</item>
<item>1341957500000</item>
</values>

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 Examples

XML Examples

</importData>
</ser:asyncAddRecordsToList>
</env:Body>
</env:Envelope>

Response
<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ser="http://service.admin.ws.five9.com/">
<env:Header/>
<env:Body>
<ser:asyncAddRecordsToListResponse>
<return>
<identifier>some_string</identifier>
</return>
</ser:addRecordToListResponse>
</env:Body>
</env:Envelope>

deleteFromContacts

Request
<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ser="http://service.admin.ws.five9.com/">
<env:Header/>
<env:Body>
<ser:deleteFromContacts>
<crmDeleteSettings>
<fieldsMapping>
<columnNumber>1</columnNumber>
<fieldName>number2</fieldName>
<key>true</key>
</fieldsMapping>
<reportEmail>admin@yourcompany.com</reportEmail>
<separator>,</separator>
<skipHeaderLine>false</skipHeaderLine>
<crmDeleteMode>DELETE_ALL</crmDeleteMode>
</crmDeleteSettings>
<importData>
<values>
<item>4155551234</item>
</values>
<values>
<item>5552654455</item>
</values>

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 Examples

XML Examples

</importData>
</ser:deleteFromContacts>
</env:Body>
</env:Envelope>

Response
<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:ser="http://service.admin.ws.five9.com/">
<env:Header/>
<env:Body>
<ser:deleteFromContactsResponse>
<return>
<identifier>91d4fb84-223f-49b9-8a12-c91484bc5c78
</identifier>
</return>
</ser:deleteFromContactsResponse>
</env:Body>
</env:Envelope>

runReport
This example contains multiple <criteria> objects.

Request
<env:Envelope xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:xsi="http://www.w3.org/2001/
XMLSchema-instance"
xmlns:tns="http://service.admin.ws.five9.com/"
xmlns:env="http://schemas.xmlsoap.org/soap/
envelope/"
xmlns:ins0="http://jaxb.dev.java.net/array">
<env:Body>
<tns:runReport>
<folderName>Shared Reports</folderName>
<reportName>Test Report</reportName>
<criteria>
<time>
<start>2019-04-16T20:22:17.173</start>
<end>2019-05-08T02:37:42.4786435-05:00</end>
</time>
<reportObjects>
<objectNames>Test Campaign1</objectNames>
<objectNames>Test Campaign2</objectNames>
<objectType>Campaign</objectType>

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 Examples

PHP Example

</reportObjects>
</criteria>
</tns:runReport>
</env:Body>
</env:Envelope>

Response
<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/">
<env:Header/>
<env:Body>
<ns2:runReportResponse
xmlns:ns2="http://service.admin.ws.five9.com/">
<return>E0F0BC9A5544767BBrt0.c.ie.oA6DAA@
7p90E4Bs7lCf4v49BcAm
</return>
</ns2:runReportResponse>
</env:Body>
</env:Envelope>

PHP Example
<?php

echo "Begin<br/><br/>";

// Import the WSDL and authenticate the user.---------------------------

--
$wsdl_five9 = "https://api.five9.com/wsadmin/<API version>/Ad-
minWebService?wsdl&user=<Five9username>";

try
{
$soap_options = array( 'login' => 'Five9username', 'password' =>
'Five9password', 'trace' => true );
$client_five9 = new SoapClient( $wsdl_five9 , $soap_options );
}
catch (Exception $e)
{
$error_message = $e->getMessage();
echo $error_message;
}

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 Examples

PHP Example

//---------------initiate import (asyncAddRecordsToList)----------------

-
$listUpdateSettings = array ( "fieldsMapping" => array (
array ( "columnNumber" => '1', "fieldName" => "num-
ber1", "key" => true ),
array ( "columnNumber" => '2', "fieldName" =>
"first_name", "key" => false ),
array ( "columnNumber" => '3', "fieldName" =>
"last_name", "key" => false) ),
"reportEmail" => "email@email.com",
"separator" => ',',
"skipHeaderLine" => false,
"callNowMode" => "ANY", //optional
"callNowColumnNumber" => 4, //optional
"cleanListBeforeUpdate" => false,
"crmAddMode" => "ADD_NEW",
"crmUpdateMode" => "UPDATE_SOLE_MATCHES",
"listAddMode" => "ADD_IF_SOLE_CRM_MATCH" );
$data = array ( array ( "5555776754" , "Don" , "Draper", "YES" ),
array ( "5551112244" , "Betty" , "Smith", "NO" ));
$xml_data = array ('listName' => "asdf", 'listUpdateSettings' => $listUp-
dateSettings, 'importData' => $data); //request parameters

$result = $client_five9->asyncAddRecordsToList($xml_data);
$variables = get_object_vars($result);
$resp = get_object_vars($variables['return']);
$identifier = $resp['identifier']; //the ID for the import
//echo $identifier;

//-------check progress of import (isImportRunning)---------------------

-
$import_running = true;
$IIR_p = array('identifier'=>array('identifier'=>$identifier),
'waitTime'=>10);

while($import_running)
{
try
{
$IIR_result = $client_five9->isImportRunning($IIR_p);
prevent multiple calls within a second
$variables = get_object_vars($IIR_result);
// to prevent multiple calls within a second
sleep (1);
$import_running = $variables['return'];
}
catch (Exception $e)

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 Examples

PHP Example

{
$error_message = $e->getMessage();
echo $error_message;
}
}

//------get result (getListImportResult)--------------------------------

-
try
{
$GLIR_p = array('identifier'=>array('identifier'=>$identifier));
$GLIR_result = $client_five9->getListImportResult($GLIR_p);
print_r($GLIR_result);
}
catch (Exception $e)
{
$error_message = $e->getMessage();
echo $error_message;
}
echo "<br/><br/>";
echo "END";

?>

247 Configuration Web Services • Reference Guide