Description
This article explains how to configure FortiVoice to show the Callcenter Agent view in FortiFone Desktop so the agent and the manager do not need to use the web console to log in, log out, pause, and monitor the queue.
Scope
FortiFone.
Solution
Regarding configuring this option it is necessary to have an Enhanced CallCenter license.
This feature is available for FortiFone Desktop clients starting from version 3.0.14.
- Install the Enhanced Callcenter license.
- In the User Privilege profile for the extension 'Which is the agent or manager', enable the Enhanced Callcenter option under Entitlement.
- Make sure that the 'Callcenter' option is enabled in the extension.
- Make sure to add the extension in a queue.
- Also, make sure that the extension is listed in the agent's list because this feature will not work unless the extension is showing there. The extension will automatically show in the list if configuring the extension with Callcenter as mentioned in step 3.
- Now it is possible to open and log in to the FortiFone desktop client and find the new Icon of Agent on the left side.
Below is the admin guide for the FortiFone desktop client which explains all the features:
