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FortiVoice Cookbook

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Skill-based routing

When a customer dials 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 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 configuring the call center, extension, and virtual number features.

Skill-based routing

When a customer dials 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 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 configuring the call center, extension, and virtual number features.