How to migrate from Five9 to VICIdial

Five9 is a solid cloud contact center, but many teams reach a point where the per-seat pricing and the lack of infrastructure control become friction. Moving to VICIdial means owning your own server, choosing your own carrier, and paying for capacity rather than seats. The migration is mostly a data exercise - your leads, dispositions, and DNC entries all travel, and the dialplan logic rebuilds quickly once you understand the VICIdial model.

For the full context on moving to VICIdial from any platform, start with the complete VICIdial migration guide before working through this post.

What Five9 lets you export

Five9 gives you CSV export for contact lists (your leads), disposition results, and call history reports. Call recordings are downloadable per-call or via bulk export depending on your plan tier - budget time for this because a large archive can take hours to pull through the API. Your DNC list is exportable as a flat phone number list from the admin portal.

• Contact lists - CSV, one row per contact with custom fields intact
• Disposition history - CSV from reporting, includes call timestamps
• DNC list - flat number list, export from Settings > Do Not Call
• Recordings - downloadable via the recording API or the Reports portal, WAV or MP3

Mapping Five9 data into VICIdial

VICIdial uses a Lead list (a named bucket of phone records) inside a Campaign (the dialing configuration). Five9 calls these "lists" and "campaigns" too, so the concept is familiar. Each contact row in your CSV becomes a Lead row in vicidial_list. The Lead loader tool inside VICIdial reads a formatted CSV and imports directly - you set which list ID to assign, and it handles duplicates.

Five9 dispositions map to VICIdial Status (lead status) codes. VICIdial ships with built-in statuses (A = answered, B = busy, N = no answer, etc.) and lets you add custom ones. Take your Five9 disposition list and create matching custom statuses in VICIdial before import, then update the CSV column to use the VICIdial codes. Your Disposition history does not import into live call records, but you can keep it in a CSV archive for compliance lookups.

For your [[dnc-list]], VICIdial has both a system-wide internal DNC and per-campaign DNC lists. Import your Five9 DNC export into the system DNC table first - this protects every campaign immediately. You can also add it to campaign-level DNC if you want finer control.

Carrier and dial method

Five9 bundles a managed carrier. VICIdial is bring-your-own - you pick a SIP trunk provider, negotiate rates, and point Asterisk at their SIP endpoint. If you were running Five9's predictive mode (the algorithm that dials ahead of available agents), VICIdial's Predictive dialing covers the same approach. If your team was mostly working leads manually, VICIdial's Preview dialing gives agents full control to review each record before dialing.

Export - map - import pipeline

flowchart LR
    A[Five9 contact list CSV] --> B[Reformat columns to vicidial_list schema]
    B --> C[Load via lead-loader]
    C --> D[VICIdial campaign]
    E[Five9 DNC export] --> F[Import to system DNC table]
    F --> D
    G[Five9 dispositions list] --> H[Create matching status codes]
    H --> D

Cutover approach

Run Five9 and VICIdial in parallel for at least two days before hard cutover. During that window, export fresh lead and DNC data from Five9 each morning and re-import into VICIdial to keep the lists in sync. This also lets agents get comfortable in VICIdial without the pressure of a cold switch. See the parallel-run migration guide for a detailed day-by-day schedule.

On cutover day, do a final DNC sync first (Five9 DNC takes priority - assume anything on that list must stay off), then point your SIP trunk to VICIdial, and archive Five9 access for 30 days in case a dispute requires pulling a recording from the old platform.

Skipping the server build

The install path for a bare VICIdial server takes several hours of manual work. If your goal is to cut over from Five9 quickly, VICIfast managed plans provision a fully configured VICIdial server on a dedicated VPS in under 40 seconds. You supply the carrier and load your lead lists - the server arrives ready to dial and yours to control.