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Table of Contents

FortiVoice Phone System Administration Guide

Modifying feature access codes

By default, the FortiVoice unit defines the following codes for users to access certain features by dialing the codes. You can go to Call Feature > Feature Code > Vertical Service Code/Mid-Call/DTMF Code and double-click a feature name to modify its code and description, but that does not change the mapping between the code and the feature. For example, if you change the DISA code from the default ** to 12, dialing 12 still accesses the DISA feature.

There are:

Vertical Service Codes: a sequence of digits and the signals star (*) and number sign (#) dialed on a telephone keypad or rotary dial to enable or disable certain telephony service features.

Mid-Call/DTMF Codes: allow you to hold, transfer, and conference calls by using DTMF digit codes entered on the phone.

Vertical Service Codes

 

GUI field

Description

Call bridge (DISA)

Direct Inward System Access (DISA) service allows external users to dial into PBX and use PBX service just like the local extensions.

To use DISA, dial the PBX main number and then ** or the code you set. The PBX will prompt you to enter the account code (account code set at PBX > Class of Service > Account code). Once you pass authorization, you can use PBX service just like a local extension.

Check hot desk login status

Hot-desking refers to the sharing of one phone by multiple users at different time periods.

Dial *10 or the code you set to check hot desk login status including login expiry time.

Hot desk user login

Hot-desking refers to the sharing of one phone by multiple users at different time periods. Each user can log into the phone by pressing *11 or the code you set and enter his extension number and voicemail PIN following the prompts.

Hot desk user logout

To log out hot desking, press *12 or the code you set.

Reset the phone to be 'unassigned' by admin

This code is used to remove the extension number of a FortiFone by the administrator.

Dial *15 or the code you set on any FortiFone that connects to the FortiVoice unit and enter the phone configuration PIN.

For information on setting the phone configuration PIN, see Configuring SIP phone auto-provisioning.

Reset the phone to be 'unassigned' by user

This code is used to remove the extension number of a FortiFone by the user.

Dial *16 or the code you set on your FortiFone that connects to the FortiVoice unit and enter the phone configuration PIN.

For information on setting the phone configuration PIN, see Configuring SIP phone auto-provisioning

Configure phone to an extension by administrator

This code is used to set an extension number for a FortiFone by the administrator.

Dial *17 or the code you set on any FortiFone that connects to the FortiVoice unit and enter the phone configuration PIN. You can then enter an existing extension to set it as the extension of this phone.

For information on setting the phone configuration PIN, see Configuring SIP phone auto-provisioning.

Configure phone to an extension by user

This code is used to set an extension number for a FortiFone by a phone user.

Dial *18 or the code you set on your FortiFone that connects to the FortiVoice unit and enter the phone configuration PIN provided by the administrator. You can then enter an existing extension to set it as the extension of this phone.

Lookup name directory from extension

Dial *411 or the code you set to access the phone directory where you can look for an extension by entering a person’s name.

Listen/Barge on a call

Dial *50 or the code you set to monitor a call by listening to it. You also need to enter your voicemail PIN. For details, see Monitor/Recording

Agent login to all queues

Dial *61 or the code you set to log into the queues of which your extension is a member.

Agent logout from all queues

Dial *62 or the code you set to log out of the queues of which your extension is a member.

Agent login to a queue

Dial *63 or the code you set and enter your voicemail password and the queue extension to log into this queue.

The voicemail password is required only if this option is selected for your extension. For more information, see Call Center.

Agent login from a queue

Dial *64 or the code you set and enter your voicemail password and the queue extension to log out of this queue.

The voicemail password is required only if this option is selected for your extension. For more information, see Call Center.

Login all queue members

Dial *65 or the code you set to login all members of a queue of which your extension is a member. This is an action by the administrator.

Logout all queue members

Dial *66 or the code you set to logout all members of a queue of which your extension is a member. This is an action by the administrator.

Pause agent all queues

Dial *67 or the code you set and enter your voicemail password and the reason code to pause all queues of which this extension is a member.

For information on reason codes, see Modifying agent reason code descriptions.

Unpause agent all queues

Dial *68 or the code you set and enter your voicemail password and the reason code to unpause all queues of which this extension is a member.

For information on reason codes, see Modifying agent reason code descriptions.

Set call forward

Dial *71 followed by a code to set user’s call forward: 1 to enable, 0 to disable, and 9 to change the forwarding number.

User’s quick mode switch

Dial *72 followed by 1, 2, or 3 and enter your voicemail password to temporarily replace the original personal schedule with one of the three default ones. You may also modify the temporary schedule. Dial *720 to go back to the original schedule.

User’s twinning mode switch

Dial *73 followed by 1 to enable twinning and 0 to disable twinning. For information on twinning, see Twinning Setting.

Enter floating mode and make outgoing call on floating host device

This code allows you to make international or long distance calls from a floating host device which is a device (usually a phone) that allows other extensions to originate a call.

Dial *74 or the code you set and dial the outgoing call number when hearing the dial tone. When you are prompted to input the code, enter the code based on the call restriction in the user privileges associated with your extension. For more information, see Floating code format.

Hotel room condition

Dial *75 or the code you set and enter a maid code to show the room condition.

The maid codes include:

1: Maid present

2: Clean

3: Not clean

4: Out of service

5: To be inspected

6: Occupied/clean

7: Occupied/not clean

8: Vacant/clean

9: Vacant/not clean

For information on maid codes, see Configuring hotel management settings.

Minibar notification

Dial *76 or the code you set and enter a minibar code to order room items.

For information on minibar codes, see Configuring hotel management settings.

Wake-up call

Dial *77 or the code you set and enter a time for a wake-up call. The time format should be in the format of hhmm. For example, 15:30 is entered as 1530.

DND on

Dial *78 or the code you set to turn on the Do Not Disturb service. Callers will hear the busy sound when they dial your number.

DND off

Dial *79 or the code you set to turn off the Do Not Disturb service. Otherwise, callers will hear the busy sound when they dial your number.

Pickup any ringing extension in pickup group

As a pickup group member, you can dial *80 or the code you set on your phone to pick up a call from any ringing extension.

For information on pickup groups, see Creating pickup groups.

Pickup group extension

As a pickup group member, you can dial *81 or the code you set on your phone followed by a ringing extension number to pick up a call from that extension.

For information on pickup groups, see Creating pickup groups.

System schedule override

An administrator with the privilege can dial *82 followed by 1, 2, or 3 and the administrator PIN to temporarily replace the original system schedule with one of the three default ones. You may also modify the temporary schedule. Dial *820 to go back to the original schedule. See Configuring system capacity.

Internet of Things

Dial *91 or the code you set and enter the Amazon Alexa account extension to operate your FortiVoice unit through voice commands. For more information, see Configuring Internet of Things (IoT).

Intercom

Dial *92 or the code you set and enter an extension to intercom that extension.

Prompt sound file recording

Dial *93 or the code you set and enter the prompt file ID and select the language to record your prompt file.

Voicemail direct

Dial *97 or the code you set from your own phone and then enter your voicemail password to directly access your voice mailbox.

Voicemail prompt

Dial *98 or the code you set from any extension and then enter your extension number and voicemail password to access your voice mailbox.

Operator

Dial 0 or the code you set to access the operator.

One key DND

This is for supporting the DND key on the FortiFones. Press the DND key on the FortiFone to turn DND on or off.

Page group

Enter PAGEGROUP or the code you set then the page group number to page the extension group.

Unpark

This is for supporting the Unpark key on the FortiFones. Press this key on the FortiFone to unpark a call.

Mid-Call/DTMF Codes

GUI field

Description

Blind transfer

Blind transfer serves 2 purposes:

  • During a call, dial *11 or the code you set and then the extension number of a second person to transfer the call to the person without talking to the person.
  • During a call, dial *11 and then the call parking number (default is 300) to park a call. For details, see Configuring call parking.

Attended transfer

During a call, dial *12 or the code you set and then the extension number of a second person to transfer the call to the person. Since you want to inform the second person about the call, you can have a private conversation with the person without the first person who made the call hearing it.

Start personal recording

Dial *30 or the code you set to start personal call recording. Personal recordings can be reviewed on the user web portal.

Before doing so, have the agreement of the person you talk with or check your local laws regarding phone recording.

Start system recording

Dial *35 or the code you set to start system call recording. System recordings need administrator permission and can be viewed on the system administrator web GUI.

Before doing so, have the agreement of the person you talk with or check your local laws regarding phone recording.

Pause system recording

Dial *36 or the code you set to pause system call recording.

Resume system recording

Dial *37 or the code you set to resume system call recording.

Cancel system recording

Dial *38 or the code you set to cancel system call recording.

Park

Dial *40 or the code you set to park a call.

Floating code format

Caller privilege

Code format

Allow

Extension number + * + extension user PIN

or extension number + * + extension PIN (account code)

Allow with personal code

Extension number + * + extension user PIN

Allow with account code

Extension number + * + user privilege account code

Allow with account and personal code

Extension number + * + user privilege account code

or extension number + * + extension user PIN

Modifying feature access codes

By default, the FortiVoice unit defines the following codes for users to access certain features by dialing the codes. You can go to Call Feature > Feature Code > Vertical Service Code/Mid-Call/DTMF Code and double-click a feature name to modify its code and description, but that does not change the mapping between the code and the feature. For example, if you change the DISA code from the default ** to 12, dialing 12 still accesses the DISA feature.

There are:

Vertical Service Codes: a sequence of digits and the signals star (*) and number sign (#) dialed on a telephone keypad or rotary dial to enable or disable certain telephony service features.

Mid-Call/DTMF Codes: allow you to hold, transfer, and conference calls by using DTMF digit codes entered on the phone.

Vertical Service Codes

 

GUI field

Description

Call bridge (DISA)

Direct Inward System Access (DISA) service allows external users to dial into PBX and use PBX service just like the local extensions.

To use DISA, dial the PBX main number and then ** or the code you set. The PBX will prompt you to enter the account code (account code set at PBX > Class of Service > Account code). Once you pass authorization, you can use PBX service just like a local extension.

Check hot desk login status

Hot-desking refers to the sharing of one phone by multiple users at different time periods.

Dial *10 or the code you set to check hot desk login status including login expiry time.

Hot desk user login

Hot-desking refers to the sharing of one phone by multiple users at different time periods. Each user can log into the phone by pressing *11 or the code you set and enter his extension number and voicemail PIN following the prompts.

Hot desk user logout

To log out hot desking, press *12 or the code you set.

Reset the phone to be 'unassigned' by admin

This code is used to remove the extension number of a FortiFone by the administrator.

Dial *15 or the code you set on any FortiFone that connects to the FortiVoice unit and enter the phone configuration PIN.

For information on setting the phone configuration PIN, see Configuring SIP phone auto-provisioning.

Reset the phone to be 'unassigned' by user

This code is used to remove the extension number of a FortiFone by the user.

Dial *16 or the code you set on your FortiFone that connects to the FortiVoice unit and enter the phone configuration PIN.

For information on setting the phone configuration PIN, see Configuring SIP phone auto-provisioning

Configure phone to an extension by administrator

This code is used to set an extension number for a FortiFone by the administrator.

Dial *17 or the code you set on any FortiFone that connects to the FortiVoice unit and enter the phone configuration PIN. You can then enter an existing extension to set it as the extension of this phone.

For information on setting the phone configuration PIN, see Configuring SIP phone auto-provisioning.

Configure phone to an extension by user

This code is used to set an extension number for a FortiFone by a phone user.

Dial *18 or the code you set on your FortiFone that connects to the FortiVoice unit and enter the phone configuration PIN provided by the administrator. You can then enter an existing extension to set it as the extension of this phone.

Lookup name directory from extension

Dial *411 or the code you set to access the phone directory where you can look for an extension by entering a person’s name.

Listen/Barge on a call

Dial *50 or the code you set to monitor a call by listening to it. You also need to enter your voicemail PIN. For details, see Monitor/Recording

Agent login to all queues

Dial *61 or the code you set to log into the queues of which your extension is a member.

Agent logout from all queues

Dial *62 or the code you set to log out of the queues of which your extension is a member.

Agent login to a queue

Dial *63 or the code you set and enter your voicemail password and the queue extension to log into this queue.

The voicemail password is required only if this option is selected for your extension. For more information, see Call Center.

Agent login from a queue

Dial *64 or the code you set and enter your voicemail password and the queue extension to log out of this queue.

The voicemail password is required only if this option is selected for your extension. For more information, see Call Center.

Login all queue members

Dial *65 or the code you set to login all members of a queue of which your extension is a member. This is an action by the administrator.

Logout all queue members

Dial *66 or the code you set to logout all members of a queue of which your extension is a member. This is an action by the administrator.

Pause agent all queues

Dial *67 or the code you set and enter your voicemail password and the reason code to pause all queues of which this extension is a member.

For information on reason codes, see Modifying agent reason code descriptions.

Unpause agent all queues

Dial *68 or the code you set and enter your voicemail password and the reason code to unpause all queues of which this extension is a member.

For information on reason codes, see Modifying agent reason code descriptions.

Set call forward

Dial *71 followed by a code to set user’s call forward: 1 to enable, 0 to disable, and 9 to change the forwarding number.

User’s quick mode switch

Dial *72 followed by 1, 2, or 3 and enter your voicemail password to temporarily replace the original personal schedule with one of the three default ones. You may also modify the temporary schedule. Dial *720 to go back to the original schedule.

User’s twinning mode switch

Dial *73 followed by 1 to enable twinning and 0 to disable twinning. For information on twinning, see Twinning Setting.

Enter floating mode and make outgoing call on floating host device

This code allows you to make international or long distance calls from a floating host device which is a device (usually a phone) that allows other extensions to originate a call.

Dial *74 or the code you set and dial the outgoing call number when hearing the dial tone. When you are prompted to input the code, enter the code based on the call restriction in the user privileges associated with your extension. For more information, see Floating code format.

Hotel room condition

Dial *75 or the code you set and enter a maid code to show the room condition.

The maid codes include:

1: Maid present

2: Clean

3: Not clean

4: Out of service

5: To be inspected

6: Occupied/clean

7: Occupied/not clean

8: Vacant/clean

9: Vacant/not clean

For information on maid codes, see Configuring hotel management settings.

Minibar notification

Dial *76 or the code you set and enter a minibar code to order room items.

For information on minibar codes, see Configuring hotel management settings.

Wake-up call

Dial *77 or the code you set and enter a time for a wake-up call. The time format should be in the format of hhmm. For example, 15:30 is entered as 1530.

DND on

Dial *78 or the code you set to turn on the Do Not Disturb service. Callers will hear the busy sound when they dial your number.

DND off

Dial *79 or the code you set to turn off the Do Not Disturb service. Otherwise, callers will hear the busy sound when they dial your number.

Pickup any ringing extension in pickup group

As a pickup group member, you can dial *80 or the code you set on your phone to pick up a call from any ringing extension.

For information on pickup groups, see Creating pickup groups.

Pickup group extension

As a pickup group member, you can dial *81 or the code you set on your phone followed by a ringing extension number to pick up a call from that extension.

For information on pickup groups, see Creating pickup groups.

System schedule override

An administrator with the privilege can dial *82 followed by 1, 2, or 3 and the administrator PIN to temporarily replace the original system schedule with one of the three default ones. You may also modify the temporary schedule. Dial *820 to go back to the original schedule. See Configuring system capacity.

Internet of Things

Dial *91 or the code you set and enter the Amazon Alexa account extension to operate your FortiVoice unit through voice commands. For more information, see Configuring Internet of Things (IoT).

Intercom

Dial *92 or the code you set and enter an extension to intercom that extension.

Prompt sound file recording

Dial *93 or the code you set and enter the prompt file ID and select the language to record your prompt file.

Voicemail direct

Dial *97 or the code you set from your own phone and then enter your voicemail password to directly access your voice mailbox.

Voicemail prompt

Dial *98 or the code you set from any extension and then enter your extension number and voicemail password to access your voice mailbox.

Operator

Dial 0 or the code you set to access the operator.

One key DND

This is for supporting the DND key on the FortiFones. Press the DND key on the FortiFone to turn DND on or off.

Page group

Enter PAGEGROUP or the code you set then the page group number to page the extension group.

Unpark

This is for supporting the Unpark key on the FortiFones. Press this key on the FortiFone to unpark a call.

Mid-Call/DTMF Codes

GUI field

Description

Blind transfer

Blind transfer serves 2 purposes:

  • During a call, dial *11 or the code you set and then the extension number of a second person to transfer the call to the person without talking to the person.
  • During a call, dial *11 and then the call parking number (default is 300) to park a call. For details, see Configuring call parking.

Attended transfer

During a call, dial *12 or the code you set and then the extension number of a second person to transfer the call to the person. Since you want to inform the second person about the call, you can have a private conversation with the person without the first person who made the call hearing it.

Start personal recording

Dial *30 or the code you set to start personal call recording. Personal recordings can be reviewed on the user web portal.

Before doing so, have the agreement of the person you talk with or check your local laws regarding phone recording.

Start system recording

Dial *35 or the code you set to start system call recording. System recordings need administrator permission and can be viewed on the system administrator web GUI.

Before doing so, have the agreement of the person you talk with or check your local laws regarding phone recording.

Pause system recording

Dial *36 or the code you set to pause system call recording.

Resume system recording

Dial *37 or the code you set to resume system call recording.

Cancel system recording

Dial *38 or the code you set to cancel system call recording.

Park

Dial *40 or the code you set to park a call.

Floating code format

Caller privilege

Code format

Allow

Extension number + * + extension user PIN

or extension number + * + extension PIN (account code)

Allow with personal code

Extension number + * + extension user PIN

Allow with account code

Extension number + * + user privilege account code

Allow with account and personal code

Extension number + * + user privilege account code

or extension number + * + extension user PIN