Using the call center console

To have access to the call center console, the FortiVoice system administrator must: Load the call center license on the FortiVoice phone system. Complete the call center setup. For details, see the Setting up a call center section in the FortiVoice Phone System Administration Guide. Enable and set up the call center option for your extension.

A call center allows your organization to receive and transmit a large volume of requests by telephone in a centralized office.

Depending on your call queue of membership and your agent profile, you can use the Call center console to log in to the queues you want and work with the following widjets:

• Active calls
• Recent calls
• Waiting callers
• Directory
• Agents of the queues
• Queues

Opening the call center console

To open the Call center console, go to the top of the portal window and click Call center console .

Field name abbreviations

The following tables list the field name abbreviations used in two widgets of the Call center console.

Queue Agent Summary widget

Abbreviation	Full name
AT	Agent Total
ALI	Agent Logged In
AAv	Agent Available
ATK	Agent Talking
APS	Agent Paused
AHD	Agent Onhold
LTT	Longest Talk Time
LCW	Longest Call Waiting Time
CW	Call Waiting

Queue Stat Today widget

Abbreviation	Full name
CT	Call Total
CAn	Call Answered
CAb	Call Abandoned
COF	Call Overflowed
CTr	Call Transferred
CTT	Average Talk Time
CWT	Average Waiting Time
OB	Outbound Call
OBT	Outbound Call Average Talk Time