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Table of Contents

FortiVoice Cookbook

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Assigning a skill level to an extension

Assign a skill level to each agent.

  1. Go to Extension > Extension > IP Extension.
  2. Select an agent's extension and click Edit (in the example, Donna).
  3. Enable Call Center. A prompt appears stating that you must save the configuration before configuring the call center profile of the extension.
  4. Click OK, edit the profile again, and click Call Center.
  5. Set Agent profile to agent.
  6. Under Skill Sets, click New.
  7. Set Skills to Sales, and set the Level accordingly. In this example, Donna is being assigned to the Sales skill set, and assigned a skill level of 60; a strong intermediate level.
  8. Click Create.
  9. To complete the call center settings, click OK.
  10. To finish configuring the agent IP extension, click OK.
  11. Repeat the same steps for your other agents, assigning the appropriate skill level where applicable.

Assigning a skill level to an extension

Assign a skill level to each agent.

  1. Go to Extension > Extension > IP Extension.
  2. Select an agent's extension and click Edit (in the example, Donna).
  3. Enable Call Center. A prompt appears stating that you must save the configuration before configuring the call center profile of the extension.
  4. Click OK, edit the profile again, and click Call Center.
  5. Set Agent profile to agent.
  6. Under Skill Sets, click New.
  7. Set Skills to Sales, and set the Level accordingly. In this example, Donna is being assigned to the Sales skill set, and assigned a skill level of 60; a strong intermediate level.
  8. Click Create.
  9. To complete the call center settings, click OK.
  10. To finish configuring the agent IP extension, click OK.
  11. Repeat the same steps for your other agents, assigning the appropriate skill level where applicable.