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:

• Creating skill sets
• Configuring skill levels
• Assigning a skill level to an extension
• Configuring the call queue
• Configuring call handling