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FortiVoice User Portal Guide

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5.3.26

Queue Callback List

Queue Callback List

With the Queue Callback List widget, the agent and manager get a list of callers that have requested to be called back instead of waiting for a prolonged hold time to speak with an agent.

Note

For the Queue Callback List widget to display call information, the FortiVoice system administrator must complete the following changes on the FortiVoice phone system:

  • In Call Center > Call Queue > Call Queue, edit the Additional Setting of a queue:
    • Enable Callback Setting.
    • Update the Callback mode to Agent Call Back Manually.

Queue Callback List (agent and manager profiles view)

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Queue Callback List

With the Queue Callback List widget, the agent and manager get a list of callers that have requested to be called back instead of waiting for a prolonged hold time to speak with an agent.

Note

For the Queue Callback List widget to display call information, the FortiVoice system administrator must complete the following changes on the FortiVoice phone system:

  • In Call Center > Call Queue > Call Queue, edit the Additional Setting of a queue:
    • Enable Callback Setting.
    • Update the Callback mode to Agent Call Back Manually.

Queue Callback List (agent and manager profiles view)

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Next