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Table of Contents

FortiVoice Phone System Administration Guide

Configuring auto attendants

An auto attendant can answer a telephone line or VoIP number, and can be included in the call cascade of a local extension, remote extension or ring group.

An auto attendant can answer a call if the receptionist is away or if you do not have a receptionist. Each auto attendant has a message with options. The message tells the caller what the options are. You can load a professionally pre-recorded message, or can record a message using a handset.

Auto attendants limit on FVE models

Model

Number of auto attendants supported

FVE-200F/VM200

20

FVE-300E

30

FVE-500E/500F/VM500

50

FVE-1000E/VM1000

100

FVE-2000E/2000F/VM2000

200

FVE-3000E/VM3000

300

FVE-5000F/VM5000

500

FVE-VM10000

1000

FVE-VM50000

1000

To view the list of auto attendants, go to Call Feature > Auto Attendant > Auto Attendant.

GUI field

Description

Delete

Removes a selected auto attendant. You cannot remove an auto attendant that is used in another auto attendant configuration.

Name

The name of the auto attendant.

Direct Actions

The number of key actions configured for the main auto attendant, excluding the key actions for the subsidiary auto attendants.

To create an auto attendant

  1. Go to Call Feature > Auto Attendant > Auto Attendant and click New.
  2. Configure the following:

    GUI field

     

    Description

    Name

    Enter a name for the auto attendant.

    Default language

    Select the language for the auto attendant greeting message (sound file). If you select Default, the greeting message will be the same as what you set for the FortiVoice unit. For more information, see Setting PBX location and contact information.

    You can also select other languages. The language files are created in Managing phone audio settings .

    Greeting mode

    If you select Simple, select a greeting message (sound file) for the auto attendant. See Greeting.

    If you select Scheduled to add a scheduled greeting, do the following:

    • In Scheduled Greeting Setting, click New.
    • In the Schedule field, select a schedule for the greeting. Scheduled are created in Scheduling the FortiVoice unit.
    • In the Greeting field, select a sound file. You can click New to add a new file or Edit to modify the selected one. For more information, see Managing phone audio settings .
    • Click Create.

    Greeting

    Select a greeting message (sound file) for the auto attendant. You can edit a selected file or create a new one. For more information, see Managing phone audio settings .

    This option is only available if you select the Simple greeting mode.

    Ringing for

    Enter the number of seconds for the phone to ring before the auto attendant answers with the greeting message.

    Timeout action after

    Enter the number of seconds that an auto attendant should be allowed to wait before the caller takes further action according to the voice instructions.

    Select the action when the auto attendant timeout is reached.

    • Dial Operator: The call is transferred to an operator.
    • Dial Extension: The call is transferred to the extension you select. You can edit a selected extension or create a new one. For details, see Configuring IP extensions.
    • Go to Voicemail: The call is transferred to a voicemail box. Select the voicemail extension.
    • Ring Group: The call is transferred to a ring group. Select the ring group. For more information, see Creating ring groups.
    • Call Queue: The call is transferred to a call queue. Select the queue. For more information, see Creating call queues.
    • Start Over: The auto attendant will repeat the instructions for the caller. Also enter the maximum times to repeat.
    • Hang Up: The call will be terminated.

    Invalid input action after

    Enter the number of seconds that an auto attendant should be allowed to wait after the caller enters an invalid input.

    Select the action when the caller enters an invalid input.

    Dial Pad Key Action

    Configure the auto attendant keys for callers to use when navigating through the auto attendant hierarchy. For more information, see Configuring key actions.

     

    Key

    The key that transfers a call to a resource, for example, voicemail, if pressed.

     

    Action

    The resource to which a call is transferred by pressing a key. Some actions require further configuration. For example, if you select Dial Extension, you need to enter the extension number.

     

    Target

    The resource target if applicable. For example, an extension number, sound file, or external phone number that leads to a resource.

    Advanced

    Upon finishing configuring these functions, you need to inform the users on how to use them after they reach the auto attendant.

    • Access voicemail: Enable to allow external callers to reach their voicemail boxes by dialing the default voicemail prompt code *98 or the code you set. For more information about feature code, see Modifying feature access codes.
    • Dial local number: Select to enable an external caller to dial local extensions.
    • Override schedule: Select to allow a system administrator to dial a code to replace the schedule with a system schedule. For more information, see Configuring system capacity.
    • Allow recording of prompt sound file: Select to enable an external caller to dial into the FortiVoice unit and record a sound file.
    • Call Bridge (DISA): Select an account code for external users to dial into the FortiVoice unit and use the FortiVoice service just like the local extensions. Callers must dial the DISA code followed by the account code before making the calls. You can edit a selected account code or create a new one. For more information on DISA code, see Modifying feature access codes. For more information on account code, see Configuring account codes.
    • Outbound dialplans allowed for access: Select the outbound dial plan for users to call the FortiVoice unit and through it to make outbound calls. For details, see Configuring outbound dial plans.
    • Business group: Select a business group to enable an external caller to dial into an extension within the group using the shortened number. For information about business group, see Creating business groups.
  3. Click Create.

Configuring key actions

Configure the auto attendant dial pad keys for callers to use when navigating through the auto attendant hierarchy.

For more information, see Dial Pad Key Action.

To configure a key action

  1. While configuring an auto attendant, click New under Dial Pad Key Action.
  2. Enter the key number that transfers a call to a resource, if pressed.
  3. For Language, select the language to be used for this key action.
  4. Select an Action:

    GUI field

    Description

    No Action

    The call is not transferred to any resource.

    Play Announcement

    Play an announcement with directions, business hours, etc.

    • Select the sound file for the announcement. You can click Edit to modify an existing one or New to add a new one. For information on sound files, see Managing phone audio settings .
    • Select an action to follow the announcement:
      • No action: The auto attendant takes no action.
      • Hang up: The call will be terminated.
      • Start over: The auto attendant will repeat the announcement.
      • Auto attendant: The call is routed to another auto attendant, which allows actions to be nested into a powerful call routing system.

    Dial Operator

    The call is transferred to the operator.

    Dial Extension

    The call is transferred to a specified local extension.

    Select the extension. You can click Edit to modify an existing one or New to add a new one. For more information, see Configuring Extensions.

    Go to Voicemail

    The call is transferred to a voice mailbox, allowing the caller to leave a message.

    Select the voice mailbox. You can click Edit to modify an existing one or New to add a new one. For more information, see Configuring IP extensions.

    Ring Group

    The call is transferred to the call queue of a ring group. The call is placed on hold. The system will ring the next available extension in the ring group.

    Select the ring group. You can click Edit to modify an existing one or New to add a new one. For more information, see Creating extension groups.

    Dial Number

    The call is transferred to a specified remote extension number.

    Enter the remote extension number. For more information, see Setting up remote extensions.

    Call Queue

    The call is transferred to a call queue.

    Enter the call queue configuration. For more information, see Creating call queues and queue groups.

    Lookup Name Directory

    Access the dial-by-name directory so the caller can find a user’s extension number by entering the user’s name.

    Change Language

    Change the auto attendant greeting language. Select the language and a follow-up action. If you choose Auto attendant for the follow-up action, select the auto attendant.

    For Language, if you select Default, the greeting message will be the same as what you set for the FortiVoice unit. For more information, see Setting PBX location and contact information.

    You can also select other languages. The language files are created in Managing phone audio settings .

    Auto Attendant

    Route the call to another auto attendant, which allows actions to be nested into a powerful call routing system. For example, the main auto attendant can say “Press one for English. Oprima dos para Español.” Option 1 goes to the English auto attendant and option 2 goes to the Spanish auto attendant.

    Select an auto attendant. For information on creating auto attendants, see Configuring auto attendants.

    Start Over

    The auto attendant will repeat the announcement.

    Hang Up

    The call is terminated.

    IVR

    Route the call to the FortiVoice IVR system. For more information, see Configuring IVRs.

  5. For Music on hold, select the voice prompt to be used for this key action. See Managing phone audio settings .
  6. Optionally, enter any comments about this key action.
  7. Click Create.

Configuring auto attendants

An auto attendant can answer a telephone line or VoIP number, and can be included in the call cascade of a local extension, remote extension or ring group.

An auto attendant can answer a call if the receptionist is away or if you do not have a receptionist. Each auto attendant has a message with options. The message tells the caller what the options are. You can load a professionally pre-recorded message, or can record a message using a handset.

Auto attendants limit on FVE models

Model

Number of auto attendants supported

FVE-200F/VM200

20

FVE-300E

30

FVE-500E/500F/VM500

50

FVE-1000E/VM1000

100

FVE-2000E/2000F/VM2000

200

FVE-3000E/VM3000

300

FVE-5000F/VM5000

500

FVE-VM10000

1000

FVE-VM50000

1000

To view the list of auto attendants, go to Call Feature > Auto Attendant > Auto Attendant.

GUI field

Description

Delete

Removes a selected auto attendant. You cannot remove an auto attendant that is used in another auto attendant configuration.

Name

The name of the auto attendant.

Direct Actions

The number of key actions configured for the main auto attendant, excluding the key actions for the subsidiary auto attendants.

To create an auto attendant

  1. Go to Call Feature > Auto Attendant > Auto Attendant and click New.
  2. Configure the following:

    GUI field

     

    Description

    Name

    Enter a name for the auto attendant.

    Default language

    Select the language for the auto attendant greeting message (sound file). If you select Default, the greeting message will be the same as what you set for the FortiVoice unit. For more information, see Setting PBX location and contact information.

    You can also select other languages. The language files are created in Managing phone audio settings .

    Greeting mode

    If you select Simple, select a greeting message (sound file) for the auto attendant. See Greeting.

    If you select Scheduled to add a scheduled greeting, do the following:

    • In Scheduled Greeting Setting, click New.
    • In the Schedule field, select a schedule for the greeting. Scheduled are created in Scheduling the FortiVoice unit.
    • In the Greeting field, select a sound file. You can click New to add a new file or Edit to modify the selected one. For more information, see Managing phone audio settings .
    • Click Create.

    Greeting

    Select a greeting message (sound file) for the auto attendant. You can edit a selected file or create a new one. For more information, see Managing phone audio settings .

    This option is only available if you select the Simple greeting mode.

    Ringing for

    Enter the number of seconds for the phone to ring before the auto attendant answers with the greeting message.

    Timeout action after

    Enter the number of seconds that an auto attendant should be allowed to wait before the caller takes further action according to the voice instructions.

    Select the action when the auto attendant timeout is reached.

    • Dial Operator: The call is transferred to an operator.
    • Dial Extension: The call is transferred to the extension you select. You can edit a selected extension or create a new one. For details, see Configuring IP extensions.
    • Go to Voicemail: The call is transferred to a voicemail box. Select the voicemail extension.
    • Ring Group: The call is transferred to a ring group. Select the ring group. For more information, see Creating ring groups.
    • Call Queue: The call is transferred to a call queue. Select the queue. For more information, see Creating call queues.
    • Start Over: The auto attendant will repeat the instructions for the caller. Also enter the maximum times to repeat.
    • Hang Up: The call will be terminated.

    Invalid input action after

    Enter the number of seconds that an auto attendant should be allowed to wait after the caller enters an invalid input.

    Select the action when the caller enters an invalid input.

    Dial Pad Key Action

    Configure the auto attendant keys for callers to use when navigating through the auto attendant hierarchy. For more information, see Configuring key actions.

     

    Key

    The key that transfers a call to a resource, for example, voicemail, if pressed.

     

    Action

    The resource to which a call is transferred by pressing a key. Some actions require further configuration. For example, if you select Dial Extension, you need to enter the extension number.

     

    Target

    The resource target if applicable. For example, an extension number, sound file, or external phone number that leads to a resource.

    Advanced

    Upon finishing configuring these functions, you need to inform the users on how to use them after they reach the auto attendant.

    • Access voicemail: Enable to allow external callers to reach their voicemail boxes by dialing the default voicemail prompt code *98 or the code you set. For more information about feature code, see Modifying feature access codes.
    • Dial local number: Select to enable an external caller to dial local extensions.
    • Override schedule: Select to allow a system administrator to dial a code to replace the schedule with a system schedule. For more information, see Configuring system capacity.
    • Allow recording of prompt sound file: Select to enable an external caller to dial into the FortiVoice unit and record a sound file.
    • Call Bridge (DISA): Select an account code for external users to dial into the FortiVoice unit and use the FortiVoice service just like the local extensions. Callers must dial the DISA code followed by the account code before making the calls. You can edit a selected account code or create a new one. For more information on DISA code, see Modifying feature access codes. For more information on account code, see Configuring account codes.
    • Outbound dialplans allowed for access: Select the outbound dial plan for users to call the FortiVoice unit and through it to make outbound calls. For details, see Configuring outbound dial plans.
    • Business group: Select a business group to enable an external caller to dial into an extension within the group using the shortened number. For information about business group, see Creating business groups.
  3. Click Create.

Configuring key actions

Configure the auto attendant dial pad keys for callers to use when navigating through the auto attendant hierarchy.

For more information, see Dial Pad Key Action.

To configure a key action

  1. While configuring an auto attendant, click New under Dial Pad Key Action.
  2. Enter the key number that transfers a call to a resource, if pressed.
  3. For Language, select the language to be used for this key action.
  4. Select an Action:

    GUI field

    Description

    No Action

    The call is not transferred to any resource.

    Play Announcement

    Play an announcement with directions, business hours, etc.

    • Select the sound file for the announcement. You can click Edit to modify an existing one or New to add a new one. For information on sound files, see Managing phone audio settings .
    • Select an action to follow the announcement:
      • No action: The auto attendant takes no action.
      • Hang up: The call will be terminated.
      • Start over: The auto attendant will repeat the announcement.
      • Auto attendant: The call is routed to another auto attendant, which allows actions to be nested into a powerful call routing system.

    Dial Operator

    The call is transferred to the operator.

    Dial Extension

    The call is transferred to a specified local extension.

    Select the extension. You can click Edit to modify an existing one or New to add a new one. For more information, see Configuring Extensions.

    Go to Voicemail

    The call is transferred to a voice mailbox, allowing the caller to leave a message.

    Select the voice mailbox. You can click Edit to modify an existing one or New to add a new one. For more information, see Configuring IP extensions.

    Ring Group

    The call is transferred to the call queue of a ring group. The call is placed on hold. The system will ring the next available extension in the ring group.

    Select the ring group. You can click Edit to modify an existing one or New to add a new one. For more information, see Creating extension groups.

    Dial Number

    The call is transferred to a specified remote extension number.

    Enter the remote extension number. For more information, see Setting up remote extensions.

    Call Queue

    The call is transferred to a call queue.

    Enter the call queue configuration. For more information, see Creating call queues and queue groups.

    Lookup Name Directory

    Access the dial-by-name directory so the caller can find a user’s extension number by entering the user’s name.

    Change Language

    Change the auto attendant greeting language. Select the language and a follow-up action. If you choose Auto attendant for the follow-up action, select the auto attendant.

    For Language, if you select Default, the greeting message will be the same as what you set for the FortiVoice unit. For more information, see Setting PBX location and contact information.

    You can also select other languages. The language files are created in Managing phone audio settings .

    Auto Attendant

    Route the call to another auto attendant, which allows actions to be nested into a powerful call routing system. For example, the main auto attendant can say “Press one for English. Oprima dos para Español.” Option 1 goes to the English auto attendant and option 2 goes to the Spanish auto attendant.

    Select an auto attendant. For information on creating auto attendants, see Configuring auto attendants.

    Start Over

    The auto attendant will repeat the announcement.

    Hang Up

    The call is terminated.

    IVR

    Route the call to the FortiVoice IVR system. For more information, see Configuring IVRs.

  5. For Music on hold, select the voice prompt to be used for this key action. See Managing phone audio settings .
  6. Optionally, enter any comments about this key action.
  7. Click Create.