Call center setup

Callers may outnumber available agents, often forcing a caller to call back repeatedly to reach an available agent. Thankfully, FortiVoice queues multiple incoming calls and can prioritize them.

This recipe guides you through the process of creating a call queue to handle large volumes of incoming calls and then set up the appropriate department to handle the calls.

This recipe includes the following tasks:

• Creating a call queue
• Configuring agent members
• Editing queue call handling settings
• Configuring departments