Skill-based routing

When a customer dials an organization’s support line they are commonly greeted with an automated attendant that transfers the customer’s call to a specific department based on the number the customer selects.

This recipe guides you through the process of configuring FortiVoice to transfer customer calls to the most qualified agent.

Skill-based routing requires that you have completed the configuration of the call center, extension, and virtual number features.

This recipe includes the following tasks:

1. Creating skill sets
2. Configuring skill levels
3. Assigning a skill level to an extension
4. Configuring the call queue
5. Configuring call handling