Fortinet Document Library

Version:

Version:

Version:

Version:

Version:


Table of Contents

FortiVoice Phone System Administration Guide

Setting up monitor view

You can create a monitor to let agents with privileges to view the snapshot of the key information of queues on the user web portal, such as number of calls in queue, longest waiting calls, and abandoned calls. You can also create monitor view color themes in addition to the default one.

To apply the queue view configuration, you need to enable it in agent profile and apply the profile to an agent. As a result, the agent will have a Monitor View icon once logging into the user web portal.

To set up a monitor view

  1. Go to Call Center > Monitor View > Monitor.
  2. Click New and configure the following:

    GUI field

     

    Description

    Name

    Enter a name for the queue view.

    Trusted hosts

    Enter the IP address and netmask of the device that is permitted to use the monitor view.

    If you have multiple devices, you may enter up to 10 trusted hosts.

    Monitor Items

    Click New to include the queues or agents that you want to monitor.

     

    Title

    Enter a name for the configuration.

     

    Type

    Choose to monitor queues or agents.

     

    Refresh interval

    Enter the refresh interval time for the monitor view in seconds.

     

    Color theme

    Select the color theme for the monitor view. See To create a monitor view theme.

     

    Start time

    Enter the time for the monitor view to start.

     

    Queue

    From the Available field select the queues to be included and click ->.

    Click Create.

    Logo

    Select Customized logo to add text or logo for agents with privileges to view on the user web portal.

    In the text editor window, you can type the text or copy and paste a logo here.

  3. Click Create.

To create a monitor view theme

  1. Go to Call Center > Monitor View > Monitor Theme.
  2. Click New and configure the following:

    GUI field

     

    Description

    Theme name

    Enter a name for the theme.

    Background color

    Column header color

    Row header color

    Row color

    Text color

    Click each field to select the color for the monitor view background, column header, row header, row, and text.

    Agent Threshold Setting

    Click New to set the colors for agent names display in monitor view based on status.

     

    Status

    Choose an agent status for which you want to set a color.

     

    Threshold value

    Enter the refresh interval time for displaying the agent names in seconds.

     

    Threshold color

    Select the color theme for displaying the agent names at the time interval you set.

  3. Click Create, then Create.

Setting up monitor view

You can create a monitor to let agents with privileges to view the snapshot of the key information of queues on the user web portal, such as number of calls in queue, longest waiting calls, and abandoned calls. You can also create monitor view color themes in addition to the default one.

To apply the queue view configuration, you need to enable it in agent profile and apply the profile to an agent. As a result, the agent will have a Monitor View icon once logging into the user web portal.

To set up a monitor view

  1. Go to Call Center > Monitor View > Monitor.
  2. Click New and configure the following:

    GUI field

     

    Description

    Name

    Enter a name for the queue view.

    Trusted hosts

    Enter the IP address and netmask of the device that is permitted to use the monitor view.

    If you have multiple devices, you may enter up to 10 trusted hosts.

    Monitor Items

    Click New to include the queues or agents that you want to monitor.

     

    Title

    Enter a name for the configuration.

     

    Type

    Choose to monitor queues or agents.

     

    Refresh interval

    Enter the refresh interval time for the monitor view in seconds.

     

    Color theme

    Select the color theme for the monitor view. See To create a monitor view theme.

     

    Start time

    Enter the time for the monitor view to start.

     

    Queue

    From the Available field select the queues to be included and click ->.

    Click Create.

    Logo

    Select Customized logo to add text or logo for agents with privileges to view on the user web portal.

    In the text editor window, you can type the text or copy and paste a logo here.

  3. Click Create.

To create a monitor view theme

  1. Go to Call Center > Monitor View > Monitor Theme.
  2. Click New and configure the following:

    GUI field

     

    Description

    Theme name

    Enter a name for the theme.

    Background color

    Column header color

    Row header color

    Row color

    Text color

    Click each field to select the color for the monitor view background, column header, row header, row, and text.

    Agent Threshold Setting

    Click New to set the colors for agent names display in monitor view based on status.

     

    Status

    Choose an agent status for which you want to set a color.

     

    Threshold value

    Enter the refresh interval time for displaying the agent names in seconds.

     

    Threshold color

    Select the color theme for displaying the agent names at the time interval you set.

  3. Click Create, then Create.