Version:

Version:

Version:

Version:

Version:


Table of Contents

FortiVoice Cookbook

Configuring agent members

After completing the creation of a call queue, configure the agents.

  1. Go to Call Center > Agent > Agent.

    All extensions with the call center function enabled display. To enable this function on an extension, click Extensions.

  2. Select an agent and click Edit.
  3. Select the Agent profile for this agent.
  4. Click Member of Queues.
  5. In Queues, select the queues that you want this agent to be a member.
  6. Click Close.
  7. In Main/Outgoing queue, select a queue to specify the following behaviors:
    • Main: When an agent is a member of multiple queues, this selection addresses how calls are distributed to that agent. The queue you select is the one that rings the agent's extension, if there is a possibility of multiple calls offered by multiple queues.
    • Outgoing: This queue is the agent's default call queue used to track outbound calls such as taking a call from callback or returning a call. When the manager generates a queue report, the report includes outbound calls associated with the Main/Outgoing queue that you selected.
  8. Click OK
  9. Click OK again.

Configuring agent members

After completing the creation of a call queue, configure the agents.

  1. Go to Call Center > Agent > Agent.

    All extensions with the call center function enabled display. To enable this function on an extension, click Extensions.

  2. Select an agent and click Edit.
  3. Select the Agent profile for this agent.
  4. Click Member of Queues.
  5. In Queues, select the queues that you want this agent to be a member.
  6. Click Close.
  7. In Main/Outgoing queue, select a queue to specify the following behaviors:
    • Main: When an agent is a member of multiple queues, this selection addresses how calls are distributed to that agent. The queue you select is the one that rings the agent's extension, if there is a possibility of multiple calls offered by multiple queues.
    • Outgoing: This queue is the agent's default call queue used to track outbound calls such as taking a call from callback or returning a call. When the manager generates a queue report, the report includes outbound calls associated with the Main/Outgoing queue that you selected.
  8. Click OK
  9. Click OK again.