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Table of Contents

FortiVoice User Portal Guide

Agent

With the agent profile, you can perform the following tasks in the Agent widget:

  • View a list of agents that are members of your queue.
  • Access agent details.
  • Take a pause from answering calls in a queue without logging out of a queue by assigning a pause reason code. To resume taking calls again, you unpause your status.

With the manager profile, you can perform the following additional tasks in the Agent widget:

  • Log in or log out an agent of a queue.
  • If you want a logged in agent to pause from answering calls from a queue, but you do not want to log that agent out of the queue, you can pause that agent and assign a pause reason code. The agent stops receiving calls until you unpause that agent.

For more details, see also the following sections:

Agent (agent profile view)

Agent (manager profile view)

Viewing agent details

  1. In the Agent widget, double-click on an agent.
  2. You can review the agent information and queue status. Here is an example:

Agent

With the agent profile, you can perform the following tasks in the Agent widget:

  • View a list of agents that are members of your queue.
  • Access agent details.
  • Take a pause from answering calls in a queue without logging out of a queue by assigning a pause reason code. To resume taking calls again, you unpause your status.

With the manager profile, you can perform the following additional tasks in the Agent widget:

  • Log in or log out an agent of a queue.
  • If you want a logged in agent to pause from answering calls from a queue, but you do not want to log that agent out of the queue, you can pause that agent and assign a pause reason code. The agent stops receiving calls until you unpause that agent.

For more details, see also the following sections:

Agent (agent profile view)

Agent (manager profile view)

Viewing agent details

  1. In the Agent widget, double-click on an agent.
  2. You can review the agent information and queue status. Here is an example: