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Table of Contents

FortiVoice Cookbook

Skill-based routing

When customers dial an organization’s support line, they are commonly greeted with an automated attendant that transfers the customer’s call to a specific department based on the number that the customer selects.

This recipe guides you through the process of configuring FortiVoice to transfer customer calls to the most qualified agent.

Skill-based routing requires the following configuration:

Skill-based routing

When customers dial an organization’s support line, they are commonly greeted with an automated attendant that transfers the customer’s call to a specific department based on the number that the customer selects.

This recipe guides you through the process of configuring FortiVoice to transfer customer calls to the most qualified agent.

Skill-based routing requires the following configuration: