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FortiVoice Cookbook

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Configuring call handling

After establishing skill-based routing, configure call handling for virtual numbers. Skill-based call handling helps to associate (tag) an incoming call with a specific skill set to distributed a call among agents with that specific skill set.

You need to define two actions: 

  • An action to tag the call with a skill to process the call as a skill-based call.
  • An action to route the call to the queue where the agents with configured skill levels are assigned the appropriate calls.
  1. Go to Extension > Virtual Number > Virtual Number and click New.
  2. Enter a Name and an unassigned Number.
  3. Under Call Handling, click New.
  4. Set an appropriate Schedule, and set Action to Call Queue Skill Tag.
  5. Click OK.
  6. Click New again.
  7. Set the Schedule, and set Action to Call Queue.
  8. Assign the newly created Call queue from the drop-down menu.
  9. Click OK. Your virtual number call handling should look similar to the example below.
  10. Click Create.

Configuring call handling

After establishing skill-based routing, configure call handling for virtual numbers. Skill-based call handling helps to associate (tag) an incoming call with a specific skill set to distributed a call among agents with that specific skill set.

You need to define two actions: 

  • An action to tag the call with a skill to process the call as a skill-based call.
  • An action to route the call to the queue where the agents with configured skill levels are assigned the appropriate calls.
  1. Go to Extension > Virtual Number > Virtual Number and click New.
  2. Enter a Name and an unassigned Number.
  3. Under Call Handling, click New.
  4. Set an appropriate Schedule, and set Action to Call Queue Skill Tag.
  5. Click OK.
  6. Click New again.
  7. Set the Schedule, and set Action to Call Queue.
  8. Assign the newly created Call queue from the drop-down menu.
  9. Click OK. Your virtual number call handling should look similar to the example below.
  10. Click Create.