---
title: "Five9 - Call Types"
slug: "five9-call-types"
tags: ["calltower", "public"]
updated: 2026-07-27T14:07:13Z
published: 2026-07-27T14:07:13Z
canonical: "learn.calltower.com/five9-call-types"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://learn.calltower.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Five9 - Call Types

This table contains the values that you can see in reports. Some values are call types whereas others are call segments.

| Call Type | Description |
| --- | --- |
| 3rd party conference | Call legs created when a conference with a third party is initiated by an agent or IVR script. |
| 3rd party consult | Call legs created when an agent speak briefly with a participant before starting the conference. |
| 3rd party transfer | Call legs created when a transfer to a third party is initiated by an agent or IVR script. |
| Autodial | Calls originated by the dialer in an autodial campaign. |
| Callback | Queue callback calls represented as unique service level values for each call ID. |
| Campaign Call | Internal calls transferred from a campaign. |
| Forward | Call legs created when a call is forwarded to an agent’s alternative phone number because the agent is not logged into the Five9 Agent application. |
| Inbound | Calls processed by inbound campaigns. |
| Inbound Voicemail | Skill voice mail from an inbound call. |
| Internal | Calls between two agents in the same domain. |
| Internal Voicemail | Skill voice mail from an internal call made by an agent. |
| Manual | Calls initiated manually by agents using the Make Call dialog. |
| Outbound | Calls originated by the dialer in an outbound campaign. |
| Outbound Voicemail | Skill voice mail from an outbound call (if using an IVR Script for queue time expiration or answering machine detection) or an autodial call. |
| Preview | Contact preview sessions, including any calls, originated by an outbound campaign running in preview dialing mode. |
| Queue Callback | Calls initiated by agents to customers who request a callback instead of remaining on the line until their turn arrives. |
| Skill call | Calls to queues initiated manually by agents by using the Make Call menu. |
| Station | Call legs created for agents connecting to PSTN stations. |
| Test manual | Training calls that are initiated by supervisors (send test call to an agent). |
| Test outbound | Sample calls originated by the emulated dialer from an outbound campaign running in training mode. |
| Test preview | Sample contact preview sessions originated from an outbound campaign running in preview dialing mode and training mode. |
| Visual | Visual IVR resulting from calls. |

A cloud-based contact center software provider that offers solutions for customer engagement and support.

Public Switched Telephone Network, the traditional circuit-switched telephone network used for voice communication.