Setting up a call center

Access to the complete call center setup is available when you purchase a call center license and upload that license to the FortiVoice unit. If the FortiVoice unit does not include a call center license but you want to create a call queue, go to Call Feature > Call Queue. For more details, go to Creating call queues and queue groups.

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

You can configure a call center and then operate the center using the user portal.

This topic includes:

• Creating call queues and queue groups
• Configuring agents
• Configuring IVRs
• Configuring surveys
• Setting up monitor view
• Configuring other agent information
• Configuring agent profiles
• Working with call queue statistics
• Configuring call report profiles and generating reports