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FortiVoice Phone System Administration Guide

Configuring agents

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Configuring agents

Extensions with call center agent function enabled can be further configured with other call center information, such as agent profile, managed departments, and skill sets. Call center user groups can also be set up as a base for department and group management.

To configure an agent

  1. Go to Call Center > Agent > Agent.

    All extensions with call center agent function enabled display. Clicking Extensions opens the IP extensions configuration page. For information, see Configuring IP extensions.

  2. Select the extension you want to configure and click Edit.
  3. Select an agent profile. For more information, see Configuring agent profiles.
  4. For Managed departments, click the + sign and select the departments to be managed by this agent if required.
  5. Click Member of Queues to select the call queues to join.
    • Queues: Select the queues of which you want the extension/agent to be a member, and click Close.
    • Main/Outgoing queue: This option is for collecting the outgoing calls from all queues by this agent and displaying them in call queue statistics (See Working with call queue statistics). You can select any queue of which this agent is a member for that purpose except None which will not collect agent’s outgoing call information. Click OK.
  6. Add skill sets for the agent by clicking New under Skill Sets.
  7. Select the skill set for the agent, including skills and level, and click Create. For more information about agent skills and levels, see Adding agent skill sets and Creating agent skill levels.
  8. Click OK.

To set up an agent group

  1. Go to Call Center > Agent > Group.
  2. Click New.
  3. Enter a name for the group.
  4. Optionally, select a department from which you want to configure an agent group. For information on extension department, see Creating extension departments.
  5. For Members, click the + sign and select the available users or user groups that you want to include in the group.
  6. Click Close.
  7. Click Create.

Configuring agents

Extensions with call center agent function enabled can be further configured with other call center information, such as agent profile, managed departments, and skill sets. Call center user groups can also be set up as a base for department and group management.

To configure an agent

  1. Go to Call Center > Agent > Agent.

    All extensions with call center agent function enabled display. Clicking Extensions opens the IP extensions configuration page. For information, see Configuring IP extensions.

  2. Select the extension you want to configure and click Edit.
  3. Select an agent profile. For more information, see Configuring agent profiles.
  4. For Managed departments, click the + sign and select the departments to be managed by this agent if required.
  5. Click Member of Queues to select the call queues to join.
    • Queues: Select the queues of which you want the extension/agent to be a member, and click Close.
    • Main/Outgoing queue: This option is for collecting the outgoing calls from all queues by this agent and displaying them in call queue statistics (See Working with call queue statistics). You can select any queue of which this agent is a member for that purpose except None which will not collect agent’s outgoing call information. Click OK.
  6. Add skill sets for the agent by clicking New under Skill Sets.
  7. Select the skill set for the agent, including skills and level, and click Create. For more information about agent skills and levels, see Adding agent skill sets and Creating agent skill levels.
  8. Click OK.

To set up an agent group

  1. Go to Call Center > Agent > Group.
  2. Click New.
  3. Enter a name for the group.
  4. Optionally, select a department from which you want to configure an agent group. For information on extension department, see Creating extension departments.
  5. For Members, click the + sign and select the available users or user groups that you want to include in the group.
  6. Click Close.
  7. Click Create.