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FortiHelp
New Member
October 6, 2024
Question

FortiVoice Enhanced Call Center Service

  • October 6, 2024
  • 4 replies
  • 2598 views

Dears ,

 

For what's use this license (Fortivoice Enhanced Call Center Service)? Do I lose call center features without it?

 

 

BR,

4 replies

Atul_S
Staff & Editor
Staff & Editor
October 7, 2024

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,

FortiHelp
FortiHelpAuthor
New Member
October 7, 2024

Dear Atul_s,

It's a product datasheet, and nothing is mentioned here. 

 

BR,

FortiHelp
FortiHelpAuthor
New Member
October 10, 2024

Any update from experts?

Atul_S
Staff & Editor
Staff & Editor
October 10, 2024

Hi There,

 

If you opt for the basic license, you will still be able to operate and will not lose the call centre functionality. The feature within this basic license should be sufficient for smaller, simpler call center setups but if you are looking at scalability, efficiency and better mgmt capabilities then ECC best serve the purpose for a complex call centre set up. The product data sheet highlights such features.

 

Thanks,

FortiHelp
FortiHelpAuthor
New Member
October 27, 2024

Dear Atul_S,

 

Is it service from the Fortinet team? Do they will be involved in the installation and customer requests?

 

BR,

jgill
Staff
Staff
May 28, 2025

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

FortiHelp
FortiHelpAuthor
New Member
June 25, 2025

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