FortiVoice Enhanced Call Center Service

Hi,

Gday. Please check if the review of the below doc help you to understand the benefit of ECC service.

https://www.fortinet.com/content/dam/fortinet/assets/data-sheets/FortiVoice_Call_Center.pdf

Thanks,

Any update from experts?

Hi Team,

Here is my understanding (note I likely don't have the terms listed 100% with accuracy, but hopefully this helps someone - if anyone else can validate or correct this comment that would be great!):

Basic call queue: with just a FortiVoice system purchase, you should be able to access Call Feature > Call Queue without additional licensing (seen on my 7.2.1 FortiVoice GUI). Here you could assign queue agent members to the basic queue, have hold music, announce holdtime/position and some other basic features

Call Center licensing: this is where you would purchase base licensing(which includes 10 agents) and additional agent licenses, along with support based on however many agents you add to the system, and you get advanced call center functionality - things like skill based call routing, in-call prioritization, service-level alerting, additional/more advanced call features. That's where this datasheet comes in:
https://www.fortinet.com/content/dam/fortinet/assets/data-sheets/FortiVoice_Call_Center.pdf
Note that on the main FortiVoice Dashboard, if you see the section "Call Center" (ie. in the same left panel section where you would see the "Dashboard" menu - then this should be an indication that you have purchased Call Center Licensing - also you could check on the Dashboard or https://support.fortinet.com for the FVC Serial Number.)
Check first that your FortiVoice supports Call Center Licensing - most do but some smaller units may not. Meaning, go to this datasheet and make sure your model is listed with "Call Center" supported:
https://www.fortinet.com/content/dam/fortinet/assets/data-sheets/FortiVoiceEnterprise.pdf
This is 

FortiVoice Enhanced Call Center Service: This unlocks the ability to use call center via the softclient for agent dashboards, etc.. Without it, you would just use the call center features via a standard handset and the web UI. This is a license that would be purchased based on the FortiVoice model that you have. For example, the VM500 has it's own SKU for this service.

In summary, I think the focus of this thread is on the 3rd item that I've listed above, but I wanted to cover the others as well - those are the 3 options that I'm aware of for FortiVoice Call Center at this time (May 2025)

Thanks,
Jamie

Dear Jgill,

I would like to share my thoughts on your post. In other words, only FortiFone UC Desktop has an agent feature; FortiFone Softclient Mobile does not. Therefore, I believe that the Enhanced Call Centre licence is not designed for FortiFone UC Desktop because this feature may get it with the Basic Call Centre licence.

Thanks