Call center console

The call center console offers your organization an efficient way to receive, answer, and organize a large volume of phone calls.

To have access to the call center console, the FortiVoice system administrator must: Load the Call center license on the FortiVoice phone system. Complete the call center setup. For details, see the Setting up a call center section in the FortiVoice Phone System Administration Guide. Enable and set up the call center option for your extension (Extension > Extension > IP Extension > Call Center).

Depending on your agent or manager profile, you can perform the following functions:

• Pick up a waiting call.
• Transfer a waiting call to an extension.
• Adjust caller priorities in a queue.
• Pause and resume your agent status with reason codes.
• Manage agents (coach, listen, log in, log out, and pause and resume agent statuses with reason codes).

• Initiate a callback.
• Monitor agent and queues status in real time.
• Receive alerts by email, phone call, or pop-up window of prolonged waiting callers, too many callers (queue overflow) for the number of available agents.
• View call and agent details.
• View agent and queue statistics.

This section includes the following topics:

• Logging in to the call center console
• Logging in to queues
• Checking the queue status
• Taking a pause from queues
• Resuming taking calls from queues
• Managing widgets
• Widgets
• Service-level alerts
• Monitor view
• Logging out of queues
• Logging out of the call center console