Configuring other agent information

Configure call agent skill sets, skill levels, reason codes, data service, and global setting to be used for configuring agent profiles.

Adding agent skill sets

Depending on the agents skills and the nature of your business, you can classify agents into different groups, such as Billing, Sales, or Support.

To add an agent skill set

1. Go to Call Center > Configuration > Skill Set.
2. Click New.
3. Enter a name, such as HR, and description for the skill set.
4. Click Create.

Creating agent skill levels

The FortiVoice unit comes with 9 default skill levels, ranging from 10 to 90, with 10 to 30 being junior, 40 to 60 being intermediate, and 70 to 90 being senior. You can modify the default skill level descriptions, or create new skill levels.

To create an agent skill level

1. Go to Call Center > Configuration > Skill Level.
2. Click New.
3. Enter the skill level and description.
4. Click Create.

Modifying agent reason code descriptions

Agent reason codes explain why agents are not able to take calls, such as due to lunch break, meeting, or vacation. You can add new codes and change code descriptions of the default reason codes.

To add an agent reason code

1. Go to Call Center > Configuration > Reason Code.
2. Click New.
3. Enter a Name.
4. Enter a Code number. The code number can be from 1 to 5 digits.
5. Enter a Description.
6. Click Create.

Configuring data service

If you use a third-party software to generate call center reports or statistics, you can configure the FortiVoice unit to back up the data.

To edit the settings in Call Center > Configuration > Data Service, you require an account with an admin profile (System > Administrator > Admin Profile) that has the Call center settings with the read/write permission.

To configure data service

1. Go to Call Center > Configuration > Data Service.
2. Select Enabled to activate the service.
3. Configure the schedule time.
4. Enter the email address for sending the call center reports or statistics.
5. Configure the maximum backup number. When the maximum number is reached, the oldest version will be overwritten.
6. If you want to back up the data locally, enable Local.
7. If you want to back up the data remotely, enable Remote and configure the following FTP/SFTP server options:

   GUI field	Description
   Remote host	Enter the domain name or IP address of the remote server.
   Remote username	Enter the username associated with the account used to access the remote server.
   Remote password	Enter the password associated with the account used to access the remote server.
   Remote directory	Enter the directory where the files are saved on the remote server.
   Remote protocol	Select SFTP or FTP as the protocol used to transfer files to the remote server.
   Remote port	Enter the port used to transfer files to the remote server.
   Retry Interval	Specifies the interval (in minutes) before FortiVoice attempts to reconnect and transfer files to the remote server after it has failed to either connect or successfully transfer files to the remote server.
   Retry Attempts	Specifies the maximum number of times FortiVoice attempts to connect and transfer files to the remote server after it has failed to either connect or successfully transfer files to the remote server.
   Test (button)	Click to test the connection and login to the remote server.

8. Click Field Description to view the FortiVoice data value number and description.
9. Click Apply.

Setting caller priorities

You can set call answering priorities for callers entering the call queue. A new call always starts with the lowest priority. However, a queue manager with privileges can change the priority of a call on the agent console of the user portal.

To set caller priorities

1. Go to Call Center > Configuration > Global Setting.
2. Enter the caller’s highest and lowest priorities.
3. Click Apply.