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Table of Contents

FortiVoice Phone System Administration Guide

Configuring phone system settings

Phone System > Setting let you configure the FortiVoice unit’s location, number management, speed dial, email notification templates and system capacity.

Note

You need to inform the users about some of the Setting that affect them, such as number Setting and speed dial Setting.

This topic includes:

Setting PBX location and contact information

Identify the FortiVoice unit’s location and its number.

To set the PBX location

  1. Go to Phone System > Setting > Location.
  2. Configure the following:

    GUI field

    Description

    Country/Region

    Select the country/region where the FortiVoice unit is in.

    Emergency number

    Click the default number (911) to enter the emergency call number of the selected country.

    Long-distance prefix

    Click the default number (1) to enter the prefix for dialing long-distance calls.

    International prefix

    Click the default number (011) to enter the prefix for dialing international calls.

    Outside line prefix

    Click the default number (9) to enter the prefix for making outbound calls.

    Area code

    Click the default number (613) to enter the Area code for the main number of the FortiVoice unit. This code is provided by your PSTN service provider.

    Required when dialing local numbers

    Select this option if the area code needs to be dialed for local phone calls.

    Main display name

    Enter the name displaying on the FortiVoice unit. This name is provided by your PSTN service provider.

    Main number

    Enter the main number of the FortiVoice unit. This number is provided by your PSTN service provider.

    Default prompt language

    Select a new default prompt language for the FortiVoice unit. The default is English.

    This setting affects all of the FortiVoice unit’s voice prompts, such as auto attendant and voice mail. However, if you change the sound file for an individual component, such as auto attendant, to use a different language, it will override the default prompt language for this component.

    For information on adding prompt languages, see Managing phone audio settings .

    Default emergency zone

    Select the default emergency contact or click + to add a new one.

    For more information, see Configuring emergency zone profiles.

    Default time zone

    Select a new default time zone for the FortiVoice unit. The default is Pacific Time.

    Contact Information

    Optionally, enter your contact information.

    Emergency Setting

    Configure to send an alert email when an emergency call is made. You can add up to 30 email addresses.

    Select Do nothing if you don’t want the FortiVoice unit to send an alert email. Otherwise, select Send Alert Email and enter the email address.

    Click Customize Email Template if you want to modify the notification email template. For more information, see Customizing call report and notification email templates.

  3. Click Apply.

Configuring PBX options

The Phone System > Setting > Option tab lets you configure the pattern and number of digits you want the FortiVoice unit to use for phone numbers, speed dials, and prefixes as well as the default FortiVoice system Setting. These Setting apply to all extensions unless you change them when configuring the extensions. For details, see Setting up local extensions.

The FortiVoice unit supports the following pattern-matching syntax:

Syntax

Description

X

Matches any single digit from 0 to 9.

Z

Matches any single digit from 1 to 9.

N

Matches any single digit from 2 to 9.

[15-7]

Matches a single character from the range of digits specified. In this case, the pattern matches a single 1, as well as any number in the range 5, 6, 7.

.

Wildcard match; matches one or more characters, no matter what they are.

!

Wildcard match; matches zero or more characters, no matter what they are.

,

; or

(space)

These pattern delimiters allow you to enter multiple pattern strings at a time. For example, you can enter NXXX,6XXXX;[3-5]X

 

Pattern-matching examples

Pattern

Description

NXXX

Matches any four-digit number, as long as the first digit is 2 or higher.

NXXNXXXXXX

This pattern matches with areas with 10-digit dialing.

1NXXNXXXXXX

Matches the number 1, followed by an area code between 200 and 999, then any seven-digit number. In the North American Numbering Plan calling area, you can use this pattern to match any long-distance number.

011.

Matches any number that starts with 011 and has at least one more digit.

To configure PBX options

  1. Go to Phone System > Setting > Option.
  2. Configure the following:

    GUI field

    Description

    Number Management

     

     

    Extension number pattern

    Enter the extension number pattern. For example, NXXX is any four-digit number as long as the first digit is 2 or higher and 7XXX is a four-digit number that always starts with 7. This pattern will be followed when creating extensions. See Configuring IP extensions.

     

    Speed dial pattern

    Enter the speed dial number pattern. For example, *3XX is any three-digit number that starts with 3. This pattern will be followed when configuring speed dials. See Mapping speed dials.

     

    System prohibited prefix

    Enter the phone number prefix that you want to ban, such as 900. Click the + sign to add up to 10.

     

    System unrestricted prefix

    Enter the allowed phone number prefix, such as 800. Click the + sign to add up to 10.

     

    Operator extension

    Enter the extension for the operator of the FortiVoice unit.

     

    Supporting extension

    Enter the extension for technical support of the FortiVoice unit.

    Default Setting

     

     

    Default SIP user password

    Enter your own password or let the FortiVoice unit generate one for you. This password is used for configuring your SIP phone from the phone or the Web. You need the phone's IP to access it from the Web. This password appears when you add an extension. For details, see Configuring IP extensions.

    • Specified: Enter the password. The password cannot be blank, must be 8 or more characters, must contain at least one uppercase character, one lowercase character and one number. Non-alphanumeric characters, like ( - $, are not supported in the password field.
      The default password is voice#321.
    • Generated: Select to have a system-generated password.

     

    Default user password

    Enter your own password or let the FortiVoice unit generate one for you. This password is for user web portal access. This password appears when you add an extension. For details, see Configuring IP extensions.

    • Specified: Enter the password. The password cannot be blank, must be 8 or more characters, must contain at least one uppercase character, one lowercase character and one number. Non-alphanumeric characters, like ( - $, are not supported in the password field.
      The default password is voice#321.
    • Generated: Select to have a system-generated password.

     

    Default Voicemail PIN

    Enter your own password or let the FortiVoice unit generate one for you. This password is for the extension user to access voice mail and the user web portal. This password appears when you add an extension. For details, see Configuring IP extensions.

    If you select Specified, the default password is 123123.

     

    User ID prefix

    Enter the prefix for the extension user ID. When you add a new extension, the FortiVoice unit will generate a user ID with this prefix plus the extension number. For details, see Configuring IP extensions.

     

    Default ring duration

    Enter the time, in seconds, for a phone connected to the FortiVoice unit to ring before the call is processed (for example, the call is sent to voice mail). The default is 20.

     

    Internal calls ring pattern

    Select the system defined distinctive ring pattern.

     

    External calls ring pattern

    Select the system defined distinctive ring pattern.

  3. Click Apply.

Customizing call report and notification email templates

Go to Phone System > Setting > Custom Message to view and reword the default call report and notification email templates.

The FortiVoice unit sends out call reports based on your call report configuration (see Configuring call center report profiles and generating reports) and notification email when, for example, you have a new voicemail or fax in your mailbox or missed a call. You can customize the email templates for the call report and email notifications.

You can change the content of the email template by editing the text and HTML codes and by working with email template variables. For descriptions of the default email template variables, open a template and select Edit Variable.

To customize call report and email templates

  1. Go to Phone System > Setting > Custom Message.
  2. Open Report or Email template to display the default templates.
  3. To edit a template, double-click it or select it and click Edit.
  4. To format template in HTML, use HTML tags, such as <b>some bold text</b>.

    There is a limit of 250 characters for the Subject field, 60 characters for the From field, and 4000 characters for Htmlbody and Textbody messages each in the Content body field.

  5. To add a variable:
    • Select Insert Variables next to the area to insert a variable. A pop-up window appears.
    • Place your mouse cursor in the text message at the insertion point for the variable.
    • Click the name of the variable to add. It appears at the insertion point.
    • To add another variable, click the message area first, then click the variable name.
    • Click the Close (X) icon to close the window.
  6. To insert a color:
    • Click Insert Color Code. A pop-up window of color selection appears.
    • Place your mouse cursor in the text at the insertion point for the color code, or highlight an existing color code to change.
    • Click a color in the color selection pop-up window.

      For example, to replace the color code in the HTML tag <tr bgcolor="#3366ff">, you can highlight "#3366ff", then select the color you want from the color palette.

      To add a new color code, include it with HTML tags as applicable, such as <tr bgcolor="#3366ff">.

  7. To determine if your HTML and color changes are correct, click Preview. The replacement message appears in HTML format.
  8. Click OK, or click Reset To Default to revert the replacement message to its default text.

Configuring system capacity

The Phone System > Setting > Miscellaneous tab lets you set the PIN used by the administrator to override schedules, configure voicemail greeting and message length, set phone directory options, configure CDR Setting, and configure queue logs.

To configure system capacity

  1. Go to System  >Setting > Miscellaneous.
  2. Configure the following:

    GUI field

    Description

    PBX Setting

     

     

    Administrator PIN

    Enter the password used by the administrator to override schedules.

    This global password is also used by an administrator to connect a FortiFone to the FortiVoice unit to set mobile extension number. For details, see Configuring SIP phone auto-provisioning.

     

    PBX identification

    Enter a unique name for the FortiVoice unit.

     

    User portal local authentication type

    Select the method to access the user web portal. By default, both personal password and voicemail (user) PIN can be used. Personal password and voicemail (user) PIN are set when configuring extensions. Usually numbers are used as voicemail PIN which are very easy to guess and can be cracked using some HTTP password guess tool within minutes. That is why a separate personal password is added which can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only.

    For more information, see Configuring IP extensions.

    • User password or voicemail PIN: Both personal password and user PIN can be used to access the user web portal.
    • User password only: Use personal password to access the user web portal.

     

    Notification expiry

    Enter the email notification expiry time in hours. The range is 1- 2160 hours.

     

    QR code expiry

    Enter the QR code expiry time in hours. The range is 1- 2160 hours.

    Business Group

    Select Disabled to hide business group in Extensions and select Automatic to show it.

    For more information, see Creating business groups.

    Schedule Override

    Select Allow admin user to override schedule if required.

    An administrator with the privilege can dial *821, *822, or *823 followed by the administrator PIN to temporarily replace the original schedule with one of the three default ones. You may also modify the temporary schedule. Dial *820 to go back to the original schedule.

    Voicemail

    Enter the maximum message length, greeting length, and voicemail volume you want.

    Directory

    Set phone directory options.

     

    Dial-by-name option

    Select how a caller can check the directory by dialing a name.

     

    Dial-by-name digits

    Enter the number of letters allowed for a caller to dial someone by name. The range is 3-9. This feature enables a caller to reach a specific person quickly by dialing, for example, the first three letters of their first or last name from any phone.

     

    Read back number

    Select if you want a person’s extension number to be read out after you check the directory by dialing the person’s first or last name.

    Internet of Things

     

     

    Amazon Alexa

    Select to enable configuring your FortiVoice unit’s integration with Amazon Alexa. For more information, see Configuring Internet of Things (IoT).

    CDR

    Enter the time in month that you want to keep the call log/call detail record and the maximum number of CDR records. For information about call log/CDR, see Viewing call records.

    Queue Log

    Enter the time in month that you want to keep the queue log and the maximum number of log records. For information about queue logs, see Viewing log messages.

  3. Click Apply.

Configuring phone system settings

Phone System > Setting let you configure the FortiVoice unit’s location, number management, speed dial, email notification templates and system capacity.

Note

You need to inform the users about some of the Setting that affect them, such as number Setting and speed dial Setting.

This topic includes:

Setting PBX location and contact information

Identify the FortiVoice unit’s location and its number.

To set the PBX location

  1. Go to Phone System > Setting > Location.
  2. Configure the following:

    GUI field

    Description

    Country/Region

    Select the country/region where the FortiVoice unit is in.

    Emergency number

    Click the default number (911) to enter the emergency call number of the selected country.

    Long-distance prefix

    Click the default number (1) to enter the prefix for dialing long-distance calls.

    International prefix

    Click the default number (011) to enter the prefix for dialing international calls.

    Outside line prefix

    Click the default number (9) to enter the prefix for making outbound calls.

    Area code

    Click the default number (613) to enter the Area code for the main number of the FortiVoice unit. This code is provided by your PSTN service provider.

    Required when dialing local numbers

    Select this option if the area code needs to be dialed for local phone calls.

    Main display name

    Enter the name displaying on the FortiVoice unit. This name is provided by your PSTN service provider.

    Main number

    Enter the main number of the FortiVoice unit. This number is provided by your PSTN service provider.

    Default prompt language

    Select a new default prompt language for the FortiVoice unit. The default is English.

    This setting affects all of the FortiVoice unit’s voice prompts, such as auto attendant and voice mail. However, if you change the sound file for an individual component, such as auto attendant, to use a different language, it will override the default prompt language for this component.

    For information on adding prompt languages, see Managing phone audio settings .

    Default emergency zone

    Select the default emergency contact or click + to add a new one.

    For more information, see Configuring emergency zone profiles.

    Default time zone

    Select a new default time zone for the FortiVoice unit. The default is Pacific Time.

    Contact Information

    Optionally, enter your contact information.

    Emergency Setting

    Configure to send an alert email when an emergency call is made. You can add up to 30 email addresses.

    Select Do nothing if you don’t want the FortiVoice unit to send an alert email. Otherwise, select Send Alert Email and enter the email address.

    Click Customize Email Template if you want to modify the notification email template. For more information, see Customizing call report and notification email templates.

  3. Click Apply.

Configuring PBX options

The Phone System > Setting > Option tab lets you configure the pattern and number of digits you want the FortiVoice unit to use for phone numbers, speed dials, and prefixes as well as the default FortiVoice system Setting. These Setting apply to all extensions unless you change them when configuring the extensions. For details, see Setting up local extensions.

The FortiVoice unit supports the following pattern-matching syntax:

Syntax

Description

X

Matches any single digit from 0 to 9.

Z

Matches any single digit from 1 to 9.

N

Matches any single digit from 2 to 9.

[15-7]

Matches a single character from the range of digits specified. In this case, the pattern matches a single 1, as well as any number in the range 5, 6, 7.

.

Wildcard match; matches one or more characters, no matter what they are.

!

Wildcard match; matches zero or more characters, no matter what they are.

,

; or

(space)

These pattern delimiters allow you to enter multiple pattern strings at a time. For example, you can enter NXXX,6XXXX;[3-5]X

 

Pattern-matching examples

Pattern

Description

NXXX

Matches any four-digit number, as long as the first digit is 2 or higher.

NXXNXXXXXX

This pattern matches with areas with 10-digit dialing.

1NXXNXXXXXX

Matches the number 1, followed by an area code between 200 and 999, then any seven-digit number. In the North American Numbering Plan calling area, you can use this pattern to match any long-distance number.

011.

Matches any number that starts with 011 and has at least one more digit.

To configure PBX options

  1. Go to Phone System > Setting > Option.
  2. Configure the following:

    GUI field

    Description

    Number Management

     

     

    Extension number pattern

    Enter the extension number pattern. For example, NXXX is any four-digit number as long as the first digit is 2 or higher and 7XXX is a four-digit number that always starts with 7. This pattern will be followed when creating extensions. See Configuring IP extensions.

     

    Speed dial pattern

    Enter the speed dial number pattern. For example, *3XX is any three-digit number that starts with 3. This pattern will be followed when configuring speed dials. See Mapping speed dials.

     

    System prohibited prefix

    Enter the phone number prefix that you want to ban, such as 900. Click the + sign to add up to 10.

     

    System unrestricted prefix

    Enter the allowed phone number prefix, such as 800. Click the + sign to add up to 10.

     

    Operator extension

    Enter the extension for the operator of the FortiVoice unit.

     

    Supporting extension

    Enter the extension for technical support of the FortiVoice unit.

    Default Setting

     

     

    Default SIP user password

    Enter your own password or let the FortiVoice unit generate one for you. This password is used for configuring your SIP phone from the phone or the Web. You need the phone's IP to access it from the Web. This password appears when you add an extension. For details, see Configuring IP extensions.

    • Specified: Enter the password. The password cannot be blank, must be 8 or more characters, must contain at least one uppercase character, one lowercase character and one number. Non-alphanumeric characters, like ( - $, are not supported in the password field.
      The default password is voice#321.
    • Generated: Select to have a system-generated password.

     

    Default user password

    Enter your own password or let the FortiVoice unit generate one for you. This password is for user web portal access. This password appears when you add an extension. For details, see Configuring IP extensions.

    • Specified: Enter the password. The password cannot be blank, must be 8 or more characters, must contain at least one uppercase character, one lowercase character and one number. Non-alphanumeric characters, like ( - $, are not supported in the password field.
      The default password is voice#321.
    • Generated: Select to have a system-generated password.

     

    Default Voicemail PIN

    Enter your own password or let the FortiVoice unit generate one for you. This password is for the extension user to access voice mail and the user web portal. This password appears when you add an extension. For details, see Configuring IP extensions.

    If you select Specified, the default password is 123123.

     

    User ID prefix

    Enter the prefix for the extension user ID. When you add a new extension, the FortiVoice unit will generate a user ID with this prefix plus the extension number. For details, see Configuring IP extensions.

     

    Default ring duration

    Enter the time, in seconds, for a phone connected to the FortiVoice unit to ring before the call is processed (for example, the call is sent to voice mail). The default is 20.

     

    Internal calls ring pattern

    Select the system defined distinctive ring pattern.

     

    External calls ring pattern

    Select the system defined distinctive ring pattern.

  3. Click Apply.

Customizing call report and notification email templates

Go to Phone System > Setting > Custom Message to view and reword the default call report and notification email templates.

The FortiVoice unit sends out call reports based on your call report configuration (see Configuring call center report profiles and generating reports) and notification email when, for example, you have a new voicemail or fax in your mailbox or missed a call. You can customize the email templates for the call report and email notifications.

You can change the content of the email template by editing the text and HTML codes and by working with email template variables. For descriptions of the default email template variables, open a template and select Edit Variable.

To customize call report and email templates

  1. Go to Phone System > Setting > Custom Message.
  2. Open Report or Email template to display the default templates.
  3. To edit a template, double-click it or select it and click Edit.
  4. To format template in HTML, use HTML tags, such as <b>some bold text</b>.

    There is a limit of 250 characters for the Subject field, 60 characters for the From field, and 4000 characters for Htmlbody and Textbody messages each in the Content body field.

  5. To add a variable:
    • Select Insert Variables next to the area to insert a variable. A pop-up window appears.
    • Place your mouse cursor in the text message at the insertion point for the variable.
    • Click the name of the variable to add. It appears at the insertion point.
    • To add another variable, click the message area first, then click the variable name.
    • Click the Close (X) icon to close the window.
  6. To insert a color:
    • Click Insert Color Code. A pop-up window of color selection appears.
    • Place your mouse cursor in the text at the insertion point for the color code, or highlight an existing color code to change.
    • Click a color in the color selection pop-up window.

      For example, to replace the color code in the HTML tag <tr bgcolor="#3366ff">, you can highlight "#3366ff", then select the color you want from the color palette.

      To add a new color code, include it with HTML tags as applicable, such as <tr bgcolor="#3366ff">.

  7. To determine if your HTML and color changes are correct, click Preview. The replacement message appears in HTML format.
  8. Click OK, or click Reset To Default to revert the replacement message to its default text.

Configuring system capacity

The Phone System > Setting > Miscellaneous tab lets you set the PIN used by the administrator to override schedules, configure voicemail greeting and message length, set phone directory options, configure CDR Setting, and configure queue logs.

To configure system capacity

  1. Go to System  >Setting > Miscellaneous.
  2. Configure the following:

    GUI field

    Description

    PBX Setting

     

     

    Administrator PIN

    Enter the password used by the administrator to override schedules.

    This global password is also used by an administrator to connect a FortiFone to the FortiVoice unit to set mobile extension number. For details, see Configuring SIP phone auto-provisioning.

     

    PBX identification

    Enter a unique name for the FortiVoice unit.

     

    User portal local authentication type

    Select the method to access the user web portal. By default, both personal password and voicemail (user) PIN can be used. Personal password and voicemail (user) PIN are set when configuring extensions. Usually numbers are used as voicemail PIN which are very easy to guess and can be cracked using some HTTP password guess tool within minutes. That is why a separate personal password is added which can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only.

    For more information, see Configuring IP extensions.

    • User password or voicemail PIN: Both personal password and user PIN can be used to access the user web portal.
    • User password only: Use personal password to access the user web portal.

     

    Notification expiry

    Enter the email notification expiry time in hours. The range is 1- 2160 hours.

     

    QR code expiry

    Enter the QR code expiry time in hours. The range is 1- 2160 hours.

    Business Group

    Select Disabled to hide business group in Extensions and select Automatic to show it.

    For more information, see Creating business groups.

    Schedule Override

    Select Allow admin user to override schedule if required.

    An administrator with the privilege can dial *821, *822, or *823 followed by the administrator PIN to temporarily replace the original schedule with one of the three default ones. You may also modify the temporary schedule. Dial *820 to go back to the original schedule.

    Voicemail

    Enter the maximum message length, greeting length, and voicemail volume you want.

    Directory

    Set phone directory options.

     

    Dial-by-name option

    Select how a caller can check the directory by dialing a name.

     

    Dial-by-name digits

    Enter the number of letters allowed for a caller to dial someone by name. The range is 3-9. This feature enables a caller to reach a specific person quickly by dialing, for example, the first three letters of their first or last name from any phone.

     

    Read back number

    Select if you want a person’s extension number to be read out after you check the directory by dialing the person’s first or last name.

    Internet of Things

     

     

    Amazon Alexa

    Select to enable configuring your FortiVoice unit’s integration with Amazon Alexa. For more information, see Configuring Internet of Things (IoT).

    CDR

    Enter the time in month that you want to keep the call log/call detail record and the maximum number of CDR records. For information about call log/CDR, see Viewing call records.

    Queue Log

    Enter the time in month that you want to keep the queue log and the maximum number of log records. For information about queue logs, see Viewing log messages.

  3. Click Apply.