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Table of Contents

FortiVoice Phone System Administration Guide

Creating extension groups

Extension > Group lets you configure extension groups including extension departments, ring groups, page groups, and pickup groups.

This section contains the following topics:

Creating user groups

You can create a user group and use it to simplify the configuration of an IP extension voice mailbox, a general voice mailbox, a ring group, a page group, or a pickup group. For example, when creating a ring group, you can select the name of a user group rather than entering each user name individually.

For information on creating IP extension voice mailboxes, see Configuring IP extensions.

For information on creating general voice mailboxes, see Setting up general voice mailboxes.

To create a user group

  1. Go to Extension > Group > User Group.
  2. Click New.
  3. Enter a name for the group.
  4. Optionally, select a department from which you want to configure a user group. For information on extension department, see Creating extension departments.
  5. For Members, select the available users or user groups that you want to include in the group and click -> to move them into the Selected field.
  6. Click Create.

Creating extension departments

You can create department profiles for applying to the extensions. For example, you can create a department profile called HR and apply it to extension 1111 to indicate that this extension belongs to the HR department.

For information on applying department profiles, see Setting up local extensions.

To create an extension department

  1. Go to Extension > Group > Department.
  2. Click New.
  3. In the Name field, enter the name of the department.
  4. In the Comment field, enter any notes you have for this department.
  5. If you have the call center license, the Call Center section appears. For information on call centers, see Setting up a Call Center.
    1. To set up a call center member group, under Member, select the available users or user groups that you want to include in the group and click -> to move them into the Selected field.
    2. To set up a call center manager group, under Manager, select the available users or user groups that you want to include in the group and click -> to move them into the Selected field.
    3. To set up a call center queue group, under Queue, select the available users or user groups that you want to include in the group and click -> to move them into the Selected field.
  6. Click Create.

Creating ring groups

A ring group is a group of local extensions and external numbers that can be called using one number. Local extensions and auto attendants can dial a ring group.

A ring group can reach a group of extensions. For example, ring group 301 can ring the sales group at extensions 111, 112, 113, and 114. When a customer calls the sales group, the first available salesperson answers for the group.

To create a ring group

  1. Go to Extension > Group > Ring Group.
  2. Click New.
  3. Configure the following:

    GUI field

    Description

    Name

    Enter the name for the ring group.

    Number

    Enter the ring group number following the extension number pattern. See Configuring PBX options.

    Clicking in the field displays a list of crossed-out extensions. These numbers are already used and cannot be used as ring group numbers.

    The ring group number, once dialed, will ring all the extensions in the group.

    Display Name

    Enter the name displaying on the extensions of the ring group, such as “HR”.

    Enable

    Select to activate the ring group.

    Ring mode

    Select how you want the ring group to be called.

    • All: All extensions in the group will ring when the ring group number is dialed.
    • Sequential: Each extension in the group is called one at a time in the order in which they have been added to the group. You can set a timeout period for each ring.

    Department

    Select the department to which this group belongs.

    Members

    Select the available extensions or user groups that you want to include in the ring group and click -> to move them into the Selected field.

    For information on creating extensions and user groups, see Setting up local extensions and Creating extension groups.

    External numbers

    Click New to add an external phone number to the ring group. For example, you can add the number of a remote employee to a ring group.

    Normal Call Handling

    Use this option to configure the call handling for the ring group when you edit a ring group. For more information, see Configuring ring group call handling.

    Advanced setting

    • Ring Pattern: Select a ring pattern for the group.
    • Ring duration: Set the amount of time in seconds allowing all extensions or each one to ring before going to voicemail.
    • Early media: Select the ring tone for the group. For creating new sound files, see Managing phone audio settings .
    • Caller ID option: Select how you want the caller ID to display.
    • Call waiting: Select to enable call waiting.
    • Emergency call option: Select Display emergency caller ID to show the emergency caller’s ID, or Disconnect ongoing call to stop a call that uses the line for emergency call.
  4. Click Create.

Configuring ring group call handling

Use the Normal 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.

You can only configure ring group call handling when editing a ring group.

If the ring group with configured call handling action is part of another FortiVoice function that also has configured call handling action (for example, a member of another ring group or the ring group extension is used for a virtual number), then the call handling action of the other FortiVoice function overrides the ring group call handling action.

For information on the Normal Call Handling option, see Normal Call Handling.

To configure the call process

  1. On the Ring Group page, click Normal Call Handling.
  2. Select a call status.

    Each status can only be used for one call management configuration.

    For the Busy status, if you set the ring group’s ring mode to All, the FortiVoice unit will declare the ring group busy only if all extensions in the group are busy; if you set the ring group’s ring mode to Sequential, the FortiVoice unit will declare the ring group busy only if the last extension in the group is busy after ringing the extensions sequentially and each one is busy at the time of being rung.

  3. Select System default action or User defined action.

    The System default action changes depending on the status selection.

  4. If you select User defined, click New to define a call process according to a schedule.
    • Select a pre-configured Schedule for the call action. You can click View to display the schedule details. For information on configuring schedules, see Scheduling the FortiVoice unit.
    • Add an Action for the call process. You can add multiple actions to process a call in sequence. For example, you can add Play announcement and then Auto attendant. In this case, an incoming call will be transferred to the auto attendant after an announcement is played.

      Default action is equal to the action when you select System default action under Call Process.

      • If you select Voicemail, enter the extension number of the voice mail.
      • If you select Play announcement, select a sound file. For information on configuring sound files, see Managing phone audio settings
      • If you select Auto attendant, select an auto attendant profile. For information on configuring auto attendant, see Configuring auto attendants.
      • If you select Forward, enter the number to which you want to forward the call.
        This option is available only if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.
    • Click Create.
  5. Click OK.

Creating page groups

A page group is a group of extensions that can be paged using one number. Page groups require telephones that support group paging.

A page group can reach a group of extensions. For example, page group 301 can ring the sales group at extensions 111, 112, 113, and 114. When a call reaches 301, all extensions in the group can pick up and answer the call.

To create a page group

  1. Go to Extension > Group > Paging Group.
  2. Click New.
  3. Enter a name for the group.
  4. Enter the page group number following the extension number pattern. See Configuring PBX options.

    This is the number that, once paged, will ring all the extensions in the group.

  5. Enter the name displaying on the extensions of the group, such as “HR”.
  6. Select Enable to activate this group.
  7. For Caller ID option, select how you want to display the ID of a caller to the group.
    • No change: the caller ID will display as is.
    • Replace: the caller ID will be replaced by the Display name you set.
    • Prefix: the caller ID will be prefixed with the Display name you set.
    • Replace by Caller ID from IVR: the caller ID will be replaced by the IVR caller ID. For information on IVR, see Configuring IVRs.
    • Prefix with Caller ID from IVR: the caller ID will be prefixed by the IVR caller ID. For information on IVR, see Configuring IVRs.
  8. For Emergency call option, do the following:
    • Select Display emergency caller ID to show the caller ID.
    • Select Disconnect ongoing call to interrupt a page in progress when an emergency page comes in.
  9. Select the department to which this group belongs.
  10. For Members, select the available extensions or extension groups that you want to include in the page group and click -> to move them into the Selected field.
  11. Click Create.

Creating multicast paging groups

When being applied in a message group configuration, multicast paging provides a more robust and efficient mechanism to deliver audio and text messages to larger page groups.

For more information on message groups, see Creating message groups.

To create a multicast paging group

  1. Go to Extension > Group > Multicast Paging Group.
  2. Click New and configure the following:

    GUI field

    Description

    Name

    Enter a unique name for the group.

    Number

    Enter the multicast paging group number following the extension number pattern. See Configuring PBX options.

    This is the number that, once paged, will ring all the extensions in the group.

    Display name

    Enter the name displaying on the extensions of the group, such as “HR”.

    Status

    Select to activate this group.

    Multicast IP

    Enter the multicast address to which the FortiVoice unit can send a single copy of voice or text data, which is then distributed to an entire group of phones.

    Multicast Port

    Enter the port number on the multicast server through which the FortiVoice unit can send a single copy of voice or text data.

    Alert tone

    Select to enable notification tone.

    Members

    Click Configure Members and select the available extensions or extension groups that you want to include in the multicast group and click -> to move them into the Selected field. Click OK.

    Description

    Select Click to edit to enter any notes you have for the group.

  3. Click Create.

Creating message groups

Message group provides a mass notification service for delivering audio and/or text messages to FortiFones in user groups or a multicast paging group. This solution supports standalone FortiVoice deployments and/or integration with 3rd party Mass Notification Systems to provide emergency notification using FortiFone IP desktop phones.

For more information on multicast paging group, see Creating multicast paging groups.

To create a message group

  1. Go to Extension > Group > Message Group.
  2. Click New and configure the following:

    GUI field

     

    Description

    Name

    Enter a unique name for the group.

    Number

    Enter the message group number following the extension number pattern. See Configuring PBX options.

    This is the number that, once dialed, will send text or audio message to all the extensions in the group.

    Display name

    Enter the name displaying on the extensions of the group, such as “HR”.

    Status

    Select Status to activate this group.

    Message type

    Select to send text or audio message.

    If you select to send text message, configure the following:

     

    Title

    Enter the message title.

     

    Message

    Use the variables to compose your message or enter your message directly.

     

    Delay

    Enter the time in seconds that you want to delay sending the text.

     

    Display time

    Enter the time in seconds on how long you want the message to display on the extensions.

     

    Alert tone

    Select to activate notification alert on the extensions.

     

    User group

    Click Configure Members to select the user groups for this message group and click OK.

    For information on user groups, see Creating user groups.

    If you select to send audio message, configure the following:

     

    Sound file

    Select an existing sound file or click New to create a new one for the audio message.

    For information on sound files, see Managing phone audio settings

     

    Multicast group

    Select the multicast paging group for this message group or click New to create a new one for the audio message.

    For information on user groups, see Creating multicast paging groups.

     

    Single number

    Enter the external phone number to which you want to send this message and click OK.

  3. Click Create.

Creating pickup groups

Some organizations cannot afford to miss phone calls on any extensions. Pickup groups allow some members in a group to answer incoming calls that ring on other extensions while the users are away.

Pickup groups can press the feature codes to pick up incoming calls that ring on other extensions. For more information, see Modifying feature access codes.

To create a pickup group

  1. Go to Extension > Group > Pickup Group.
  2. Click New.
  3. Enter a name for the group.
  4. Select Enable to activate this group.
  5. Select the department to which this group belongs.
  6. For Members, select the Available extensions or user groups that you want to include in the pickup group and click -> to move them into the Selected field.

    For information on creating extensions and user groups, see Setting up local extensions and Creating extension groups.

  7. For Pickup by members, select the Available extensions or user groups that are allowed to answer incoming calls that ring on other extensions and click -> to move them into the Selected field.
  8. Click Create.

Creating business groups

Business group introduces an abbreviated extension number dialing for phone users in the same logical group. For multi-location enterprise deployments, the abbreviated dialing function allows phone users to dial other extension numbers in the same business group using a shortened number of digits instead of the full extension number.

This option is available for FortiVoice 500F and 1000E and above and only if Automatic is selected for Business Group under Phone System > Setting > Miscellaneous.

To create a business group

  1. Go to Extension > Group > Business Group.
  2. Click New.
  3. Enter a name for the group.
  4. Select Status to activate this group.
  5. Enter the extension Abbreviated prefix code for the group, such as 9.

    Any extension with the prefix you enter is included in this business group.

  6. For Abbreviated dialing pattern, enter the pattern following the extension number pattern. For example, XXXX matches any four-digit number. You can simply dial the last four-digit number of an extension in this group without using the prefix. See Configuring PBX options.
  7. For Description, click Edit to enter any notes you have for the group.
  8. Click Create.

Creating extension groups

Extension > Group lets you configure extension groups including extension departments, ring groups, page groups, and pickup groups.

This section contains the following topics:

Creating user groups

You can create a user group and use it to simplify the configuration of an IP extension voice mailbox, a general voice mailbox, a ring group, a page group, or a pickup group. For example, when creating a ring group, you can select the name of a user group rather than entering each user name individually.

For information on creating IP extension voice mailboxes, see Configuring IP extensions.

For information on creating general voice mailboxes, see Setting up general voice mailboxes.

To create a user group

  1. Go to Extension > Group > User Group.
  2. Click New.
  3. Enter a name for the group.
  4. Optionally, select a department from which you want to configure a user group. For information on extension department, see Creating extension departments.
  5. For Members, select the available users or user groups that you want to include in the group and click -> to move them into the Selected field.
  6. Click Create.

Creating extension departments

You can create department profiles for applying to the extensions. For example, you can create a department profile called HR and apply it to extension 1111 to indicate that this extension belongs to the HR department.

For information on applying department profiles, see Setting up local extensions.

To create an extension department

  1. Go to Extension > Group > Department.
  2. Click New.
  3. In the Name field, enter the name of the department.
  4. In the Comment field, enter any notes you have for this department.
  5. If you have the call center license, the Call Center section appears. For information on call centers, see Setting up a Call Center.
    1. To set up a call center member group, under Member, select the available users or user groups that you want to include in the group and click -> to move them into the Selected field.
    2. To set up a call center manager group, under Manager, select the available users or user groups that you want to include in the group and click -> to move them into the Selected field.
    3. To set up a call center queue group, under Queue, select the available users or user groups that you want to include in the group and click -> to move them into the Selected field.
  6. Click Create.

Creating ring groups

A ring group is a group of local extensions and external numbers that can be called using one number. Local extensions and auto attendants can dial a ring group.

A ring group can reach a group of extensions. For example, ring group 301 can ring the sales group at extensions 111, 112, 113, and 114. When a customer calls the sales group, the first available salesperson answers for the group.

To create a ring group

  1. Go to Extension > Group > Ring Group.
  2. Click New.
  3. Configure the following:

    GUI field

    Description

    Name

    Enter the name for the ring group.

    Number

    Enter the ring group number following the extension number pattern. See Configuring PBX options.

    Clicking in the field displays a list of crossed-out extensions. These numbers are already used and cannot be used as ring group numbers.

    The ring group number, once dialed, will ring all the extensions in the group.

    Display Name

    Enter the name displaying on the extensions of the ring group, such as “HR”.

    Enable

    Select to activate the ring group.

    Ring mode

    Select how you want the ring group to be called.

    • All: All extensions in the group will ring when the ring group number is dialed.
    • Sequential: Each extension in the group is called one at a time in the order in which they have been added to the group. You can set a timeout period for each ring.

    Department

    Select the department to which this group belongs.

    Members

    Select the available extensions or user groups that you want to include in the ring group and click -> to move them into the Selected field.

    For information on creating extensions and user groups, see Setting up local extensions and Creating extension groups.

    External numbers

    Click New to add an external phone number to the ring group. For example, you can add the number of a remote employee to a ring group.

    Normal Call Handling

    Use this option to configure the call handling for the ring group when you edit a ring group. For more information, see Configuring ring group call handling.

    Advanced setting

    • Ring Pattern: Select a ring pattern for the group.
    • Ring duration: Set the amount of time in seconds allowing all extensions or each one to ring before going to voicemail.
    • Early media: Select the ring tone for the group. For creating new sound files, see Managing phone audio settings .
    • Caller ID option: Select how you want the caller ID to display.
    • Call waiting: Select to enable call waiting.
    • Emergency call option: Select Display emergency caller ID to show the emergency caller’s ID, or Disconnect ongoing call to stop a call that uses the line for emergency call.
  4. Click Create.

Configuring ring group call handling

Use the Normal 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.

You can only configure ring group call handling when editing a ring group.

If the ring group with configured call handling action is part of another FortiVoice function that also has configured call handling action (for example, a member of another ring group or the ring group extension is used for a virtual number), then the call handling action of the other FortiVoice function overrides the ring group call handling action.

For information on the Normal Call Handling option, see Normal Call Handling.

To configure the call process

  1. On the Ring Group page, click Normal Call Handling.
  2. Select a call status.

    Each status can only be used for one call management configuration.

    For the Busy status, if you set the ring group’s ring mode to All, the FortiVoice unit will declare the ring group busy only if all extensions in the group are busy; if you set the ring group’s ring mode to Sequential, the FortiVoice unit will declare the ring group busy only if the last extension in the group is busy after ringing the extensions sequentially and each one is busy at the time of being rung.

  3. Select System default action or User defined action.

    The System default action changes depending on the status selection.

  4. If you select User defined, click New to define a call process according to a schedule.
    • Select a pre-configured Schedule for the call action. You can click View to display the schedule details. For information on configuring schedules, see Scheduling the FortiVoice unit.
    • Add an Action for the call process. You can add multiple actions to process a call in sequence. For example, you can add Play announcement and then Auto attendant. In this case, an incoming call will be transferred to the auto attendant after an announcement is played.

      Default action is equal to the action when you select System default action under Call Process.

      • If you select Voicemail, enter the extension number of the voice mail.
      • If you select Play announcement, select a sound file. For information on configuring sound files, see Managing phone audio settings
      • If you select Auto attendant, select an auto attendant profile. For information on configuring auto attendant, see Configuring auto attendants.
      • If you select Forward, enter the number to which you want to forward the call.
        This option is available only if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.
    • Click Create.
  5. Click OK.

Creating page groups

A page group is a group of extensions that can be paged using one number. Page groups require telephones that support group paging.

A page group can reach a group of extensions. For example, page group 301 can ring the sales group at extensions 111, 112, 113, and 114. When a call reaches 301, all extensions in the group can pick up and answer the call.

To create a page group

  1. Go to Extension > Group > Paging Group.
  2. Click New.
  3. Enter a name for the group.
  4. Enter the page group number following the extension number pattern. See Configuring PBX options.

    This is the number that, once paged, will ring all the extensions in the group.

  5. Enter the name displaying on the extensions of the group, such as “HR”.
  6. Select Enable to activate this group.
  7. For Caller ID option, select how you want to display the ID of a caller to the group.
    • No change: the caller ID will display as is.
    • Replace: the caller ID will be replaced by the Display name you set.
    • Prefix: the caller ID will be prefixed with the Display name you set.
    • Replace by Caller ID from IVR: the caller ID will be replaced by the IVR caller ID. For information on IVR, see Configuring IVRs.
    • Prefix with Caller ID from IVR: the caller ID will be prefixed by the IVR caller ID. For information on IVR, see Configuring IVRs.
  8. For Emergency call option, do the following:
    • Select Display emergency caller ID to show the caller ID.
    • Select Disconnect ongoing call to interrupt a page in progress when an emergency page comes in.
  9. Select the department to which this group belongs.
  10. For Members, select the available extensions or extension groups that you want to include in the page group and click -> to move them into the Selected field.
  11. Click Create.

Creating multicast paging groups

When being applied in a message group configuration, multicast paging provides a more robust and efficient mechanism to deliver audio and text messages to larger page groups.

For more information on message groups, see Creating message groups.

To create a multicast paging group

  1. Go to Extension > Group > Multicast Paging Group.
  2. Click New and configure the following:

    GUI field

    Description

    Name

    Enter a unique name for the group.

    Number

    Enter the multicast paging group number following the extension number pattern. See Configuring PBX options.

    This is the number that, once paged, will ring all the extensions in the group.

    Display name

    Enter the name displaying on the extensions of the group, such as “HR”.

    Status

    Select to activate this group.

    Multicast IP

    Enter the multicast address to which the FortiVoice unit can send a single copy of voice or text data, which is then distributed to an entire group of phones.

    Multicast Port

    Enter the port number on the multicast server through which the FortiVoice unit can send a single copy of voice or text data.

    Alert tone

    Select to enable notification tone.

    Members

    Click Configure Members and select the available extensions or extension groups that you want to include in the multicast group and click -> to move them into the Selected field. Click OK.

    Description

    Select Click to edit to enter any notes you have for the group.

  3. Click Create.

Creating message groups

Message group provides a mass notification service for delivering audio and/or text messages to FortiFones in user groups or a multicast paging group. This solution supports standalone FortiVoice deployments and/or integration with 3rd party Mass Notification Systems to provide emergency notification using FortiFone IP desktop phones.

For more information on multicast paging group, see Creating multicast paging groups.

To create a message group

  1. Go to Extension > Group > Message Group.
  2. Click New and configure the following:

    GUI field

     

    Description

    Name

    Enter a unique name for the group.

    Number

    Enter the message group number following the extension number pattern. See Configuring PBX options.

    This is the number that, once dialed, will send text or audio message to all the extensions in the group.

    Display name

    Enter the name displaying on the extensions of the group, such as “HR”.

    Status

    Select Status to activate this group.

    Message type

    Select to send text or audio message.

    If you select to send text message, configure the following:

     

    Title

    Enter the message title.

     

    Message

    Use the variables to compose your message or enter your message directly.

     

    Delay

    Enter the time in seconds that you want to delay sending the text.

     

    Display time

    Enter the time in seconds on how long you want the message to display on the extensions.

     

    Alert tone

    Select to activate notification alert on the extensions.

     

    User group

    Click Configure Members to select the user groups for this message group and click OK.

    For information on user groups, see Creating user groups.

    If you select to send audio message, configure the following:

     

    Sound file

    Select an existing sound file or click New to create a new one for the audio message.

    For information on sound files, see Managing phone audio settings

     

    Multicast group

    Select the multicast paging group for this message group or click New to create a new one for the audio message.

    For information on user groups, see Creating multicast paging groups.

     

    Single number

    Enter the external phone number to which you want to send this message and click OK.

  3. Click Create.

Creating pickup groups

Some organizations cannot afford to miss phone calls on any extensions. Pickup groups allow some members in a group to answer incoming calls that ring on other extensions while the users are away.

Pickup groups can press the feature codes to pick up incoming calls that ring on other extensions. For more information, see Modifying feature access codes.

To create a pickup group

  1. Go to Extension > Group > Pickup Group.
  2. Click New.
  3. Enter a name for the group.
  4. Select Enable to activate this group.
  5. Select the department to which this group belongs.
  6. For Members, select the Available extensions or user groups that you want to include in the pickup group and click -> to move them into the Selected field.

    For information on creating extensions and user groups, see Setting up local extensions and Creating extension groups.

  7. For Pickup by members, select the Available extensions or user groups that are allowed to answer incoming calls that ring on other extensions and click -> to move them into the Selected field.
  8. Click Create.

Creating business groups

Business group introduces an abbreviated extension number dialing for phone users in the same logical group. For multi-location enterprise deployments, the abbreviated dialing function allows phone users to dial other extension numbers in the same business group using a shortened number of digits instead of the full extension number.

This option is available for FortiVoice 500F and 1000E and above and only if Automatic is selected for Business Group under Phone System > Setting > Miscellaneous.

To create a business group

  1. Go to Extension > Group > Business Group.
  2. Click New.
  3. Enter a name for the group.
  4. Select Status to activate this group.
  5. Enter the extension Abbreviated prefix code for the group, such as 9.

    Any extension with the prefix you enter is included in this business group.

  6. For Abbreviated dialing pattern, enter the pattern following the extension number pattern. For example, XXXX matches any four-digit number. You can simply dial the last four-digit number of an extension in this group without using the prefix. See Configuring PBX options.
  7. For Description, click Edit to enter any notes you have for the group.
  8. Click Create.