A virtual number is an extension that is not assigned to a phone. Unlike auto attendants, when a call goes to a virtual number, the caller does not need to manually select any options by pressing the phone keys. The call process is automated based on time schedules. For example, for after business hour phone calls, you can configure a virtual number to play an announcement, then transfer the call to the voice mailbox. You can also transfer the calls to the auto attendant where the callers can manually select the options based on the auto attendant configuration.
If the virtual number with configured call handling action is part of another FortiVoice function that also has configured call handling action (for example, a member of a ring group), then the call handling action of the other FortiVoice function overrides the virtual number call handling action.
To configure a virtual number
- Go to Extension > Virtual Number > Virtual Number and click New.
- Configure the following:
Enter a name for the virtual number.
Enter the virtual number which is not assigned to any phone.
Enter the name displaying on the extension. This is usually the name of the extension user.
Select to activate this virtual number.
Bypass sub call handling
Select if you want to bypass the call handling configuration embedded in the call handling of this virtual number.
Enter any notes you have for the virtual number.
Use this option to configure the call handling for the virtual number. For more information, see Configuring virtual number call handling.
- Click Create.
Use the Call Handling option to configure the call automation. For example, you can configure the process to forward a call to another number on a specific schedule.
For information on the Call Handling option, see Call Handling.
To configure the call process
- On the Virtual Number page, click New under Call Handling.
- Select a pre-configured Schedule for the call action. You can also click New to create a schedule or Edit to modify the selected one. For information on configuring schedules, see Scheduling the FortiVoice unit.
- Select an Action for the call handling.
Some actions require that you enter further information to complete the call process, such as Dial extension and General mailbox.
For some call handling processes that may require further actions, you need to add one or more call processes to complete the call handling. For example, after adding a process that contains a Set call queue priority action, you can add another process with a Call queue action to complete the call handling. In this case, the call will be processed again with new priority after it is transferred to the queue.
- Click Create.