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FortiVoice Cookbook

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Creating a call queue

Call queues establish the order in which incoming calls are placed when an agent is unavailable.

  1. Go to Call Center > Call Queue > Call Queue and click New.
  2. Enter a Queue ID for the queue.
  3. Enter an available extension Number for callers to dial and enter into a call queue following the extension number pattern.
  4. Enable Status.
  5. Enter a Display name and brief Description.
  6. Leave Department set to None, as you will configure one and add it to the queue later. See Configuring departments.

Queue setting

  1. Under Queue Setting, set Maximum queue capacity to the maximum number of callers the queue can handle.
  2. Set a Maximum queuing time in minutes and Ring duration in seconds. Once these time durations have elapsed, the caller will be dealt with according to the Timeout Call Handling action selected.
  3. Select the Music on hold audio file you want for the call queue.

Call distribution

  1. Under Call distribution, determine whether calls in the call queue will be subjected to Skill Based Routing, whereby calls are routed depending on the operator's skill. For more information, see Skill-based routing.
  2. Note that skill based routing can be configured along with a distribution policy, in which case the distribution policy will only take effect when you have more than one agent with the same skill level in a queue.

  3. Set Distribution policy to one of the following:
    • Ring all: Dials all available agents.
    • Round Robin: Dials all agents in order from top to bottom and then bottom to top.
    • Sequential: Dials each agent in a sequential manner.
    • Random: Dials an agent at random.
    • Least Recent: Dials the agent that least recently received a call.
    • Fewest Calls: Dials the agent that has completed the fewest calls in this queue.
    • Weight Random: Dials a random agent, but uses the agent’s penalties as a weight.
    • Priority Based: Dials agents based on the agents’ rated ability to handle calls in that call center.

Additional setting

Under Additional Setting, you can configure a variety of options, including the following:

  • Distinctive Setting for Agent: In some cases, one agent may need to handle calls from multiple queues, and needs to be able to distinguish between queues when they receive the calls. Use this setting to define an audio message that announces the queue name, and control how the caller's ID is displayed.
  • Business Schedule: Determine when agents are available to answer calls.
  • Announcement to Caller: Determine whether callers will be told where they are in a queue, and control how often those announcements are made.
  • Service Level: Determine how often the FortiVoice unit checks to see whether the queue service level threshold is reached.
  • Alert: Determine what events will trigger an alert, such as queue overflow and agent unavailability, and control how alert notifications will be sent to the appropriate contact.
  • Callback Setting: Allow callers waiting in a queue to request a callback. The system can callback automatically when an agent becomes available.
  • Survey Settings: Define how the system collects customer feedback.

Agent

  1. Under Agent, set Agent type to either Dynamic or Static. Dynamic agents are required to log in to the queue, while static agents are always connected to the queue.
  2. If you have selected the Dynamic agent type, set Auto-logout time to the duration of time agents have before they are logged out of the queue. Additionally, enable or disable Logout all agents after scheduled business hour for dynamic agents.
  3. Set Wrap up time to the duration of time in seconds needed by agents to complete a queue call. Similarly, enable Wrap up outgoing call to apply the same time constraint for agents to make and finish any outgoing customer calls.
  4. Enable Call waiting to display caller information on the agent’s phone when a queue call comes in while the agent is already on the phone. The agent can choose to answer the call or not. If the agent does not answer the call, after the ring duration is due, the call is transferred to the next agent.

Call handling

  1. Under Call handling, set When no logged-in agent to either Queue Caller or Do Not Queue. For example, if there are no agents available, you may set this option to Do Not Queue, in which case any incoming calls will be handled by your general call handling configuration, such as the auto attendant.
  2. Optionally configure additional scheduled and non-scheduled business hour call handling options.
  3. Click Create.

Creating a call queue

Call queues establish the order in which incoming calls are placed when an agent is unavailable.

  1. Go to Call Center > Call Queue > Call Queue and click New.
  2. Enter a Queue ID for the queue.
  3. Enter an available extension Number for callers to dial and enter into a call queue following the extension number pattern.
  4. Enable Status.
  5. Enter a Display name and brief Description.
  6. Leave Department set to None, as you will configure one and add it to the queue later. See Configuring departments.

Queue setting

  1. Under Queue Setting, set Maximum queue capacity to the maximum number of callers the queue can handle.
  2. Set a Maximum queuing time in minutes and Ring duration in seconds. Once these time durations have elapsed, the caller will be dealt with according to the Timeout Call Handling action selected.
  3. Select the Music on hold audio file you want for the call queue.

Call distribution

  1. Under Call distribution, determine whether calls in the call queue will be subjected to Skill Based Routing, whereby calls are routed depending on the operator's skill. For more information, see Skill-based routing.
  2. Note that skill based routing can be configured along with a distribution policy, in which case the distribution policy will only take effect when you have more than one agent with the same skill level in a queue.

  3. Set Distribution policy to one of the following:
    • Ring all: Dials all available agents.
    • Round Robin: Dials all agents in order from top to bottom and then bottom to top.
    • Sequential: Dials each agent in a sequential manner.
    • Random: Dials an agent at random.
    • Least Recent: Dials the agent that least recently received a call.
    • Fewest Calls: Dials the agent that has completed the fewest calls in this queue.
    • Weight Random: Dials a random agent, but uses the agent’s penalties as a weight.
    • Priority Based: Dials agents based on the agents’ rated ability to handle calls in that call center.

Additional setting

Under Additional Setting, you can configure a variety of options, including the following:

  • Distinctive Setting for Agent: In some cases, one agent may need to handle calls from multiple queues, and needs to be able to distinguish between queues when they receive the calls. Use this setting to define an audio message that announces the queue name, and control how the caller's ID is displayed.
  • Business Schedule: Determine when agents are available to answer calls.
  • Announcement to Caller: Determine whether callers will be told where they are in a queue, and control how often those announcements are made.
  • Service Level: Determine how often the FortiVoice unit checks to see whether the queue service level threshold is reached.
  • Alert: Determine what events will trigger an alert, such as queue overflow and agent unavailability, and control how alert notifications will be sent to the appropriate contact.
  • Callback Setting: Allow callers waiting in a queue to request a callback. The system can callback automatically when an agent becomes available.
  • Survey Settings: Define how the system collects customer feedback.

Agent

  1. Under Agent, set Agent type to either Dynamic or Static. Dynamic agents are required to log in to the queue, while static agents are always connected to the queue.
  2. If you have selected the Dynamic agent type, set Auto-logout time to the duration of time agents have before they are logged out of the queue. Additionally, enable or disable Logout all agents after scheduled business hour for dynamic agents.
  3. Set Wrap up time to the duration of time in seconds needed by agents to complete a queue call. Similarly, enable Wrap up outgoing call to apply the same time constraint for agents to make and finish any outgoing customer calls.
  4. Enable Call waiting to display caller information on the agent’s phone when a queue call comes in while the agent is already on the phone. The agent can choose to answer the call or not. If the agent does not answer the call, after the ring duration is due, the call is transferred to the next agent.

Call handling

  1. Under Call handling, set When no logged-in agent to either Queue Caller or Do Not Queue. For example, if there are no agents available, you may set this option to Do Not Queue, in which case any incoming calls will be handled by your general call handling configuration, such as the auto attendant.
  2. Optionally configure additional scheduled and non-scheduled business hour call handling options.
  3. Click Create.