Product Id: 30596587
Description: FortiVoice Enterprise Call Center - Base License - 10 agents - Win
Mfr Part #: FVE-CALLC-BASE
A stable and productive call center solution is a key component for user satisfaction to keep any existing business and grow it to the next level. It has become essential for any customer-facing business. By applying the Fortinet Call Center, any FortiVoice Enterprise administrator can transform their PBX into a versatile call center solution to meet their ever-changing business requirements.
- Intuitive web console for agents and managers
- Granular role-based access control
- Flexible call distribution including skill-based routing
- Customizable call reporting
- Detailed CDR for call tracking
- Dynamic call center agents
Call center agent can log in, log out or pause on-demand.
- Web-based console
Agent or manager can answer the call or monitor the queue and agent status in real time.
- In-call prioritization
Agent can transfer or adjust caller's priorities in a queue.
- Customizable call queue
Caller hold time and position can be announced at configured intervals to the caller, in addition to customizable messaging.
- Flexible call distribution
Policies include skill-based routing, round robin, sequential, least recent, and fewest calls to ensure calls are distributed fairly and efficiently.
- Call identification
Distinctive ring pattern, caller ID, and queue name announcement can be applied so that agents can distinguish different queues when answering a call.
- Call handling for queue
Call handling is customizable according to conditions such as call overflow, waiting timeout, and after business hours.
- Role-based access control
Granular access control allows managers to barge in, coach, record, transfer call, and monitor queues as needed.
- Service-level alert
Manager can be alerted by email, pop-up window, phone call of prolonged waiting callers to prevent unhappy customers; or too many callers (queue overflow) for agent placements.
- Granular statistic on agent and call queue performance
At-a-glance snapshot on the performance of the call queue and agents, statistics data can be used for workforce management or agent performance review.
- Agent activities log
Activities including log in, log out, pause, and ring-no-answer are logged.
- Customizable call report
Flexible reporting feature provides the ability to generate call reporting for shift planning and trend analysis. Reports can be generated on-demand or by schedule in HTML, PDF, or CSV format.
- Detailed CDR
Incoming calls are logged step-by-step in detail for ease of tracking and troubleshooting.