Fortinet Technologies Inc. Page 221 FortiVoice Enterprise Phone System 4.0.0 Administration Guide
3. Click Apply.
Creating call queues
Call queuing, or Automatic Call Distribution (ACD), enables the FortiVocie unit to queue up
multiple incoming calls and aggregate them into a holding pattern. Each call is assigned a rank
that determines the order for it to be delivered to an available agent (typically, first in first out).
The highest-ranked caller in the queue is delivered to an available agent first, and every
remaining caller moves up a rank.
With call queuing, callers do not need to dial back repeatedly trying to reach someone, and
organizations are able to temporarily deal with situations when callers outnumber agents.
Configure a call queue and add it in an inbound dial plan as a call handling action to make it
effective. For more information, see “Configuring inbound dial plans” on page 186.
Call queues consist of:
• Incoming calls waiting in the queue
• Agents who answer the calls in the queues
• A plan for how to handle the queue and assign calls to agents
• Music played while waiting in the queue
• Announcements for agents and callers
Local disk quota If Local is the archiving destination, enter the disk space quota.
The total disk quota for archiving calls cannot exceed 50% of the
total data disk size. For example, if the data disk has a size of 100
GB, a maximum of 20 GB can be used for call archiving.
If this quota is met and a new call must be archived, the
FortiVoice unit either automatically removes the oldest call
archive folder in order to make space for the new archive or stops
archiving, depending on the settings you specify under “Rotation
Settings” on page 220.
If Remote is the archiving destination, configure the following:
Protocol Select the protocol that the FortiVoice unit will use to connect to
the remote storage server, either SFTP or FTP.
IP address Enter the IP address of the remote storage server.
User name Enter the user name of an account the FortiVoice unit will use to
access the remote storage server, such as FortiVoice.
Password Enter the password for the user name of the account on the
remote storage server.
Remote directory Enter the directory path on the remote storage server where the
FortiVoice unit will store archived calls, such as
/home/fortivoice/call-archives.
Remote cache
quota
Enter the FortiVoice cache quota that is allowed to be used for
remote host archiving. The above statement regarding the Local
disk quota also applied to the cache quota.
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