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Table of Contents

FortiVoice Phone System Administration Guide

Setting up local extensions

You can configure IP phone extensions, edit analog extension, and choose extension preferences.

This topic includes:

Configuring IP extensions

An IP extension is an IP phone connected through a network to a system. An internal IP extension is a phone connected on the same LAN as the system. An external IP extension is a phone connected outside the LAN.

To view the local IP extensions

  1. Go to Extension > Extension > IP Extension.

GUI field

Description

LDAP Connector

When you select Filter > Source > LDAP to list the extension users with LDAP authentication, you can click this option to see the LDAP connector information. See Configuring LDAP settings.

Actions

  • Batch Edit: Select to modify a group of extensions all at the same time. For more information, see Batch editing extensions.
  • Export: Select to save a copy of the extension list or download as a sample list with or without user ID in CSV format.
  • Import: Select to upload a copy of the extension list in CSV format. For details, see Importing a list of extensions.
  • View Phone Configuration: Select a FortiFone extension and click this option to view the configuration file of the phone, desktop app, or mobile.
    • Phone: This option appears when a phone is associated with an extension. In this case, the FortiVoice unit generates a configuration file for the phone. For details, see To create or edit an IP extension.
    • Desktop App and Mobile: These options appear when an extension is allocated with FortiFone softclient licenses. In such cases, desktop app and mobile phone configuration files are generated. For details, see To create or edit an IP extension.
  • Apply Configuration (Main Phone): If you have edited an extension configuration and want to apply it to the desk phones and softclients associated with this extension, select the extension and click this option. This action will not apply the configuration to the auxiliary phones associated with this extension.
  • The selected phone will reboot and only the phones that meet the following conditions will receive the new configuration:

  • Password Auditor: See Auditing SIP extension password.
  • Number Auditor: See Auditing extension numbers and MAC addresses
  • Send Softclient QR Code by Email: If you have added a FortiFone softclient to an extension and entered your email address as a notification option, select this option to send a QR code to the email address. The QR code will also appear on the Preferences page of the extension’s user portal.
    See Auxiliary Phone and Notification Options.
  • Maintenance: Select an extension and click this button to manage a user’s voicemail box and faxes. You can check the size of the mailbox or fax folder and empty them if required.
  • Click Back to return to the IP Extension tab.

Configure View (icon)

Click to display or hide columns you want. You can also save the customized view or set it back to default.

Enabled

Select to activate an extension.

Number

The extension number.

Display Name

The name displaying on the extension. This is usually the name of the extension user.

Phone Model

The brand and model of the phone.

Emergency Zone

The emergency zone profile for this extension. For more information, see Configuring emergency zone profiles.

Survival Branch

If the extension belongs to a FortiVoice survivability branch, the branch information is listed. For information on survivability branch, see Configuring local survivability.

Department

If the extension belongs to an extension department, the department information is listed. For information on departments, see Creating extension departments.

Business Group

If the extension belongs to a business group, the group information is listed. For information on business groups, see Creating business groups.

Status

The extension statuses, including:

  • Idle: The extension is not in use.
  • In Use: The extension is in use.
  • Busy: The extension is busy.
  • Ringing: The extension is ringing.
  • On Hold: The extension has an on-hold call.
  • Admin down: The trunk of the extension is disabled.
  • Under this status, the extension remains registered with the FortiVoice unit.

  • Not registered: The extension is not registered with the FortiVoice unit and is not in service.
  • Unavailable: The extension is not reachable.
  • Alarm detected: There is a problem with the phone line.
  • Other: The status other than the above.

IP

The link to the IP address of the phone using the extension number.

Phone Profile

Displays the phone profile applied to the extension. For information on phone profile, see Configuring phone profiles.

Phone Info

The model, MAC address, and firmware version of the phone for this extension.

To create or edit an IP extension

  1. Go to Extension > Extension > IP Extension.
  2. Click New or double-click an existing extension.
  3. Configure the following:

    GUI field

    Description

    Enabled

    Select to activate the extension.

    Number

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

    Click Edit Preference to configure the extension user preferences. See Setting extension user preferences. This option is only available when you edit an extension.

    User ID

    This is the system-generated ID based on the user ID prefix you set (see User ID prefix) and the extension number.

    This option is view only and the ID only appears when you edit an extension.

    Display name

    Enter the name displaying on the extension. This is usually the name of the extension user.

    Quotation marks ("") are not allowed for display names.

    Click +:

    • External caller ID: Enter the caller ID that displays on a called phone when you make an external call. Use the name<phone_number> format, such as John Doe<222134>.
    • Emergency caller ID: Enter the caller ID that displays on a called phone when you make an emergency call. Use the name<phone_number> format, such as John Doe<222134>.
    • Voice DID Number: This option is only available when you edit an extension. Click the Edit icon to modify the voice DID mapping for this extension. See Configuring direct inward dialing.
    • Fax DID Number: This option is only available when you edit an extension. Click the Edit icon to modify the fax DID mapping for this extension. See Configuring direct inward dialing.

    Description

    Enter any notes for the extension.

    Upload/Delete (icons)

    Click to add or remove a picture of the extension user. This option is only available when you edit an extension.

    By adding a picture of the extension user, the picture can be displayed on the callee's phone screen whenever the user makes a phone call, if the phone model supports this feature.

    Edit Preference

     

     

    See Setting extension user preferences.

    Device Setting

    Extension SIP devices include desk phones, softclients, and auxiliary devices.

     

    Phone

     

     

     

    Type

    Select the desk phone type.

     

     

    Device

    Select the specific phone model.

    Click the New icon to add a new device. See Configuring desk phones.

    Click the Edit icon to modify a selected device.

    Click the Select icon to choose an existing device.

    This option is only available if you select FortiFone type.

     

     

    Phone model

    The FortiFone model.

    This option is only available if you select FortiFone type.

     

     

    SIP settings

    Select the SIP profile for the phone.

    Click the New icon to add a new profile. See Configuring SIP profiles.

    Click the Edit icon to modify a selected profile.

     

     

    Emergency zone

    Select the emergency zone profile for the phone.

    Click the New icon to add a new profile. See Configuring emergency zone profiles.

    Click the Edit icon to modify a selected profile.

     

     

    Programmable keys

    Select the keypad profile for the phone.

    Click the New icon to add a profile or Edit icon to modify a selected profile. See Configuring programmable keys profiles.

    This option is only available if you select the FortiFone type and is not available for all models.

     

     

    Advanced

    Configure the following and click OK when you finish.

    • SIP password: Enter the password used for configuring your SIP phone from the phone or the Web. You need the phone's IP to access it from the Web.

    You can check the password strength. See Reviewing system configuration.

    Click Generate to generate a strong password automatically. Select View password to display the password.

    If you have configured the default SIP user password (see Default SIP user password), the password appears here. However, you can change it.

    • Location: Select Internal if the phone does not traverse through Network Address Translation (NAT) to connect to the FortiVoice unit, and External if the phone does. These are system defined locations.
    • User programmable keys: By clicking Edit, you can configure the phone programmable keys for the extension user if the programmable keys profile used for this extension gives users the permission to do so.
    • MWI (Message Waiting Indication): Enable or disable MWI on the phone.
    • Auto answer: Enable or disable automatic answering on the phone.
    • Direct call: Enable or disable direct calling on the phone.

        Number: Enter the phone number. This is the phone number that the FortiVoice unit automatically dials after the phone user lifts up the phone handset (or press the headset or speaker button) to place a call.

        After: If you want to delay the automatic dialing, enter a value in seconds. If the delay is set to 0, the extension is turned into a hotline meaning that the FortiVoice unit immediately dials the configured Direct call number after the extension is off-hook.

    • Secondary accounts: If you enabled the option to add a secondary account for desktop FortiFone phones under System > Advanced > Auto Provisioning, do it here by selecting the FortiFone extension. For more information, see Secondary account (Enable secondary account for Desktop FortiFone).

     

    Soft FortiFone

     

     

     

    License allocation

    Select the number of FortiFone softclient licenses for use on this extension.

     

     

    View Mobile Login Information

    Click View Mobile Login Information to view the login information of the mobile softclient. To log in to the mobile softclient, use the user name and password or scan the QR code using the mobile softclient.

     

     

    View Desktop Login Information

    Click View Desktop Login Information to view the login information file of the desktop softclient. To log in to the desktop softclient, use the user name and password.

     

     

    SIP Setting

    • Android/iOS: If the softclient is on an Android phone or iPhone, select a SIP profile for it. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring SIP profiles.
    • Windows/macOS: If the softclient is on a Windows or Mac device, select a SIP profile for it. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring SIP profiles.

     

     

    Revoking a license

    When licenses are allocated to an extension and the devices associated with the extension use the licenses, the devices appear.

    If you want to free up a license, you can revoke the license of a device that you no longer need and use it for another device in need.

    To do so, click the Revoke License () icon and confirm the action.

     

    Auxiliary Phone

    Click New to add SIP devices to the extension.

    When you add an auxiliary phone to your extension, you have two phones with the same extension number. The phones will ring at the same time but you can only use one phone to answer the call. This function is useful when you want to access the same extension from two different locations.

    For more information, see Configuring SIP forking.

    From Extension > Extension > IP Extension, select a device and click Other Actions to apply extension configuration to the device or view the extension or SIP configuration file.

    The selected devices will reboot and only the devices that meet the following conditions will receive the new configuration:

    User Setting

     

     

    Management

    Configure the extension’s role in other settings.

     

     

    User privilege

    Select the services for the extension. Click Edit to modify the current user privilege or click New to configure a new one. For more information on user privilege, see Configuring user privileges.

     

     

    Department

    Select the department that the extension belongs to. Click Edit to modify the current department or click New to configure a new one. For more information on extension department, see Configuring agents.

     

     

    Survival branch

    Select the local survival branch FortiVoice unit for the extension if the extension is in a local survivability network.

    Click Edit to modify the current branch unit.

    For more information, see Configuring local survivability.

     

     

    Voicemail

    Configure the extension’s voice mailbox.

    In some cases, you may want other users or groups to share this voice mailbox. For example, a supervisor wants his/her co-workers to access his/her voice mailbox while he/she is away.

    Main voice mailbox: Select the extension’s own voice mailbox (Default) or that of another extension as the voice mailbox of this extension.

    Typically, you use the default mailbox.

    If you select the voice mailbox of another extension, you can click Edit to modify that extension.

    Users/Groups: The FortiVoice unit turns on the message waiting light on the phones of a user or user group to notify the user or group of a new voice message stored in the voice mailbox associated with this extension.

    To select users or user groups, under User(s) and Group(s), click in the field and select the users/groups. Click Close.

    To listen to the message after being notified, the user can dial *97 or the code you set (see Modifying feature access codes) and enter the user’s own user PIN.

    For information on creating user groups, see Creating extension groups.

     

    Web Access

    Configure user portal and softclient access from mobile or desktop devices.

    If Password policy is disabled appears, see Setting password policies.

     

     

    Authentication type

    Select the extension’s authentication type: Local or LDAP.

     

     

    User password

    If you selected Local as the Authentication type, enter the password for user portal access. This password can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only.

    To let the system create the user password, click Generate.

    To show the user password, click the eye icon.

    Control of using user password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

     

     

    LDAP profile

    If you select LDAP for Authentication type, select an LDAP profile to apply to this extension. For information on LDAP profile, see Configuring LDAP settings.

    You can click New to create a new profile or Edit to modify the selected one.

     

     

    Authentication ID

    This option is only available if you select LDAP for Authentication type.

    If you select Try common name with base DN as bind DN as the user authentication option in the authentication profile you select, enter the authentication ID based on the user objects’ common name attribute you entered in the Common name ID field of the profile, such as jdoe.

    If you select Search user and try bind DN as the user authentication option in the authentication profile you select, leave this field blank.

     

    Phone Access

    Configure voicemail access by phone or access to restricted phone calls.

     

     

    Voicemail PIN

    Enter the password for the extension user to access voicemail and the user portal.

    Selection of using personal password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

    You can check the PIN strength. See Reviewing system configuration.

    Click Generate to generate a strong password automatically. Select the view PIN icon to display the password.

    If you have configured the default user PIN (see Default Voicemail PIN), the password appears here. However, you can change it.

     

     

    Personal code

    Enter the extension specific account code that can be used to restrict calls. This code is needed to make some restricted calls.

    You can click Generate to get a code.

     

     

    Conferencing ID

    Enter the conference organizer PIN for the extension's conference call.

     

    Call Center

    This option appears if your FortiVoice unit has a call center license.

    Save your FortiVoice configuration before configuring call center.

    Select to configure the departments that a call center agent manages, queues that the agent belongs to, skill sets, and skill levels. Click Call Centerand configure the following:

    • Agent profile: Select the profile for the agent. You can also create a new one or modify an existing one. For more information about agent profiles, see Configuring agent profiles.
    • Managed departments: An agent manager may need to monitor call queues in certain departments. For information on setting up departments, see Creating extension departments.
    • Click in the field and select the departments to be monitored and then click Close.

    • Member of Queues: Click to select the call queues to join.
      • Queues: Click in the field and select the queues of which you want the extension/agent to be a member. Click Close.
      • Main/Outgoing queue: This option is for collecting the outgoing calls from all queues by this agent and displaying them in Working with call queue statistics. You can select any queue of which this agent is a member for that purpose except None which will not collect agent’s outgoing call information. Click OK.
    • Skill Sets: Click New to select the skill set for the agent, including skill and level, and click Create. For more information about agent skills and levels, see Adding agent skill sets and Creating agent skill levels.

    Click OK.

  4. Click Create (for new extension) or OK (for editing extension).

Batch editing extensions

You can efficiently modify a group of extensions all at the same time.

To batch edit extensions

  1. Go to Extension > Extension > IP Extension.
  2. Under Actions, click Batch Edit.
  3. Search or filter the extensions you want to edit, if required.
  4. Click Next.
  5. Select the options you want to modify and configure the following:
  6. GUI field

     

    Description

    License

     

     

    License allocation

    Select the number of licenses allocated to the extensions.

     

    Android/iOS

    Select the SIP profile for Android/iOS extension devices. You can add a new profile or edit a selected one. For more information, see Configuring SIP profiles

     

    Windows/macOS

    Select the SIP profile for Windows/macOS extension devices. You can add a new profile or edit a selected one. For more information, see Configuring SIP profiles

     

    Agent profile

    Enable or disable the agent profile. For more information about agent profiles, see Configuring agent profiles.

     

    Call Center Agent

    Select the agent profile for the call center agent. You can add a new profile or edit a selected one. For more information, see Configuring agent profiles.

    Management

     

     

     

    Status

    Enable or disable the extension’s role in other settings.

     

    User privilege

    Select the services for the extension. Click Edit to modify the current user privilege or click New to configure a new one.

    For more information on user privilege, see Configuring user privileges.

     

    Department

    Select the department that the extension belongs to. Click Edit to modify the current department or click New to configure a new one.

    For more information on extension department, see Configuring agents.

     

    Survival branch

    Select the local survival branch FortiVoice unit for the extension if the extension is in a local survivability network.

    Click Edit to modify the current branch unit.

    For more information, see Configuring local survivability.

    Caller ID

    If you do not enter the caller IDs, your organization's main number will be used. If you add both IDs, the emergency ID will only be used when making emergency calls. All other calls will use the external caller ID.

     

    External caller ID

    Enter the external caller ID that displays on a called phone when you make a call. Use the name<phone_number> format, such as John Doe<222134>.

     

    Emergency caller ID

    Enter the caller ID that displays on a called phone when you make an emergency call. Use the name<phone_number> format, such as John Doe<222134>.

    Authentication

     

     

     

    Authentication type

    Select the extension’s authentication type: Local or LDAP.

     

    LDAP profile

    If you select LDAP for Authentication type, select an LDAP profile to apply to this extension. For information on LDAP profile, see Configuring LDAP settings.

    You can click New to create a new profile or Edit to modify the selected one.

     

    User password

    If you selected Local as the Authentication type, enter the password for user portal access. This password can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only.

    To let the system create the user password, click Generate.

    To show the user password, click the eye icon.

    Control of using user password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

     

    Personal code

    Enter the extension specific account code that can be used to restrict calls. This code is needed to make some restricted calls.

    You can click Generate to get a code.

     

    Voicemail PIN

    Enter the password for the extension user to access voicemail and the user portal.

    Selection of using personal password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

    You can check the PIN strength. See Reviewing system configuration.

    Click Generate to generate a strong password automatically. Select the view PIN icon to display the password.

    If you have configured the default user PIN (see Default Voicemail PIN), the password appears here. However, you can change it.

    Main Device

    Main extension SIP devices include desk phones and soft phones.

     

    SIP settings

    Select the SIP profile for the phone. You can add a new profile or edit a selected one.

    For more information, see Configuring SIP profiles

     

    Emergency zone

    Select the emergency zone profile for the phone. You can add a new profile or edit a selected one.

    For more information, see Configuring emergency zone profiles.

     

    Location

    Select Internal if the phone does not traverse through Network Address Translation (NAT) to connect to the FortiVoice unit, and External if the phone does. These are system defined locations.

     

    SIP password

    Enter the password used for configuring your SIP phone from the phone or the Web. You need the phone's IP to access it from the Web.

    You can check the password strength. See Reviewing system configuration.

    Select Auto generate to let the system generate the password.

    Select Default if you have configured the default SIP user password (see Default SIP user password). In this case, the password appears here. However, you can change it.

    Select Specific to enter the password manually, or click Generate to generate a strong password automatically. Select the eye icon to display the password.

    Preference

     

     

     

    Phone language

    Select the prompt language for the extension. The default is English.

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

     

    Web language

    Select the language for the FortiVoice user portal.

     

    Time zone

    Select the time zone for the FortiVoice user portal.

     

    Idle timeout

    Set the timeout for the FortiVoice user portal.

     

    Ring duration

    Enter the phone ringing duration in seconds before an incoming call goes to voicemail.

    Notifications

     

     

     

    Missed call

    Select Enabled if you want to receive an email notification when an incoming call is missed.

     

    Voicemail

    Select the type of email notification when this extension has a voicemail:

    • None: Do not send any notification.
    • Simple: Send an email notification.
    • With attachment: Send an email notification with the voicemail attached.

     

    Fax

    Select the type of email notification when this extension has a fax:

    • None: Do not send any notification.
    • Simple: Send an email notification.
    • With attachment: Send an email notification with the fax attached.
  7. Click Next, then Apply.

Auditing SIP extension password

You can verify the strength of SIP extension passwords. For information on setting SIP extension password, see Configuring IP extensions.

To audit a SIP extension password

  1. Go to Extension > Extension > IP Extension.
  2. Under Actions, click Password Auditor.

    The Password Auditor page opens.

  3. If a password policy warning (yellow warning mark) appears, click the warning to view the password policy. To set the policy, see Setting password policies.
  4. If the password strength of an extension shows the Weak (black check mark) icon, you can click the password and change it based on the policy until the password strength shows the Strong (green check mark) icon.
  5. Click Close.

Auditing extension numbers and MAC addresses

You can find and modify the duplicate extension numbers and conflicting MAC addresses.

Duplicate numbers occur when there are more than one extension with the same number.

Conflicting MACs occur when there are more than one extension associated with a MAC address.

To audit SIP extension numbers

  1. Go to Extension > Extension > IP Extension.
  2. Under Actions, click Number Auditor > Numbers.

    The Number page opens and lists the duplicate numbers, if any.

  3. Select the number you want to remove and click Edit.

    The duplicate number’s configuration page displays.

  4. Remove the duplicate number in the Number field and click OK.

    For information on extension numbers, see Configuring IP extensions.

To audit extension MAC addresses

  1. Go to Extension > Extension > IP Extension.
  2. Under Actions, click Number Auditor > MACs.

    The Conflict MAC page opens and lists the multiple extensions on a single MAC address, if any.

  3. Select the number you want to remove and click Edit.
  4. On the IP Extension page, go to Device Setting > Device.
  5. Click the Select icon and click Select None at the bottom of the page.

Importing a list of extensions

The import feature provides a simple way to add a list of new extensions in one operation. You can create a CSV file in any spreadsheet and import the data as long as the columns match the FortiVoice format.

Caution

Your CSV file must have a headline containing the column names such as User ID, Extension, Display name, Phone type, Mac address, and Phone profile. Otherwise, the import will fail.

To import extension records

  1. On the IP Extension tab, click Actions > Import.
  2. Browse for the extension list file.

Configuring SIP forking

SIP forking allows you to have your desk phone ring at the same time as your softphone or a SIP phone on your mobile.

When a device is added, it inherits your primary phone’s user privileges except hot-desking and fax.

You can add two SIP extensions and one external phone number.

To add a SIP device

  1. Go to Extension > Extension > IP Extension.
  2. Double-click an extension and go to Device Setting > Auxiliary Phone.
  3. Click New and configure the following:

     

    GUI field

    Description

    Type

    If your device is a FortiFone, configure the following:

    • Device: Click the Select icon to choose a FortiFone and click OK. The phones are configured for SIP inventory. SeeConfiguring desk phones.
      You may also add a new phone or edit an existing one.
    • Phone model: This option appears after you select a device.
    • Phone profile: This option appears after you select a device. Select the phone profile for the extension. For information on phone profile, see Configuring phone profiles.
    • Setting: If you select Custom, configure the following:
      • SIP settings: Select the SIP profile for the extension. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring SIP profiles.
      • Emergency Zone: Select the emergency zone profile for this extension. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring emergency zone profiles.
      • Location: Select Internal if the phone does not traverse through Network Address Translation (NAT) to connect to the FortiVoice unit, and External if the phone does. These are system defined locations.
      • Handset ID: If the device is a FortiFone-870i that supports multiple handsets, enter or click Generate to identify the handset.
      • MWI (Message Waiting Indication): Enable or disable MWI on the phone.
      • Auto answer: Enable or disable automatic answering on the phone.
      • Direct call: Enable or disable direct calling on the phone.

     

    If your device is a Generic phone, configure the following:

    • SIP settings: Select the SIP profile for the extension. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring SIP profiles.
    • Emergency Zone: Select the emergency zone profile for this extension. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring emergency zone profiles.
  4. Click Create.

Modifying managed extensions

FVG-GS16 is a FXS gateway with 16 ports. When it is added to the FortiVoice unit, 16 extensions are generated. You can modify each of the 16 extensions.

You can also view the local survivability branch paging numbers and change its password.

For information on adding the gateway, see Managing FXS gateways.

For information on configuring local survivability branches, see Configuring local survivability.

To edit a GS16 or local survivability branch extension

  1. Go to Extension > Extension > Managed Extension.
  2. In Gateway device, select:
    • the GS16 gateway of which you want to modify the extension, or
    • the local survivability branch of which you want to modify the paging number.
  3. Select the extension or paging number and click Edit.
  4. If you selected a local survivability branch paging number, you can view the information, enter the display name, and change the password. If you selected a GS16 gateway extension, configure the following:

    GUI field

    Description

    Number

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

    Edit Preference

    Click to configure the extension user preferences. See Setting extension user preferences.

    User ID

    This is the system-generated ID based on the user ID prefix you set (see User ID prefix) and the extension number.

    This option is view only and only appears when you edit an extension.

    Enable

    Select to activate the extension.

    Display name

    Enter the name displaying on the extension. This is usually the name of the extension user.

    Click the + sign if you want to add caller IDs:

    • External caller ID: Enter the external caller ID that displays on a called phone when you make a call. Use the name<phone_number> format, such as HR<222134>.
    • Emergency caller ID: Enter the emergency caller ID. Use the name<phone_number> format, such as HR<222134>.

    If you do not enter the caller IDs, your organization's main number will be used. If you add both IDs, the emergency ID will only be used when making emergency calls. All other calls will use the external caller ID.

    Description

    Enter any notes for the extension.

    Device Setting

    See Managing FXS gateways.

    User Setting

    See User Setting

  5. Click OK.

Modifying analog extension (FVE-20E2 and FVE-50E6 models only)

FortiVoice FVE-20E2 and FVE-50E6 have two analog ports and two default analog extensions. You can edit the extensions’ default configuration.

Analog lines, also referred to as POTS (Plain Old Telephone Service), are used for standard phones, fax machines, and modems.

Note

This section also applies to FVE 1000E-T (one analog port) which is still supported but has reached its end-of-order (EOO) date.

To view the default analog extension

  1. Go to Extension > Extension > Analog Extension.

GUI

Description

Maintenance

Select an extension and click this button to manage its voicemail (old), fax (inbox), and fax(sent). You can check the size of the box and empty the box.

Click Back to return to the Analog tab.

Enabled

Select to activate the extension.

Number

The analog extension number.

Display Name

The name displaying on the extension.

To edit a default analog extension

  1. Go to Extension > Extension > Analog Extension.
  2. Select a default extension and click Edit.
  3. Configure the following:

     

    GUI field

    Description

    Enabled

    Select to activate the extension.

    Number

    Enter the extension number following the extension number pattern. See Configuring PBX options.
    If required, click Edit Preference to modify the user preferences. See Setting extension user preferences

    User ID

    This is the system-generated ID for the extension and is read-only.

    Analog port

    Select the analog port for the extension. By default, it is fxs1.

    To modify the port, click .

    • Codec: Select the codec for the extension.

    • Caller ID signalling: Select the caller ID signalling standard per your phone company’s request.

    • First digit Timeout and Match digit Timeout: Enter the timeout in milliseconds.

      • The following example explains both timeout settings using default values. The user picks up the phone handset and hears a dialtone. If the user does not enter a digit within the specified 16 seconds (first digit timeout), the dialtone restarts. After pressing the first digit, the user has 3 seconds (match digit timeout) to enter the next digit. After the user’s finger is off the button, the timer resets and the user has another 3 seconds to enter the next digit and so on. When the 3-second timer expires, the phone number is identified as complete, and the call is attempted.

      • The default First digit Timeout is 16000. The default Match digit Timeout is 3000.

    Display name

    Enter the name displaying on the extension. This is usually the name of the extension user.

    Click the + sign if you want to add caller IDs:

    • External caller ID: Enter the external caller ID that displays on a called phone when you make a call. Use the name<phone_number> format, such as HR<222134>.
    • Emergency caller ID: Enter the emergency caller ID. Use the name<phone_number> format, such as HR<222134>.

    If you do not enter the caller IDs, your organization's main number will be used. If you add both IDs, the emergency ID will only be used when making emergency calls. All other calls will use the external caller ID.

    Description

    Add any notes for the extension.

    User Setting

    See User Setting.

  4. Click OK.

Setting up remote extensions

A remote extension reaches an external phone by automatically selecting a line from a trunk and dialing the phone number. For example, a remote extension could reach an employee’s cell phone or home phone, or a phone at a branch office.

A caller can connect to a remote extension through the auto attendant, or can be transferred to a remote extension by a call cascade. A user at a local extension can manually transfer a caller to a remote extension, or can dial a remote extension directly. If the remote extension is busy or unanswered, the system can route the call using the remote extension’s call cascade.

For example, a caller reaches the auto attendant and dials a local extension. The user is not there, so the call is unanswered. The call cascade of the local extension can be configured to transfer unanswered calls to a remote extension. The remote extension can be configured to dial the user’s cellular phone. This way the user is available outside the office.

Remote extensions are designed to operate with local major telephone service providers. The feature may not function correctly with some telephone and mobile operator’s networks, especially for international phone numbers and mobile phones roaming internationally.

To configure a remote extension

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

     

    GUI field

    Description

    Enabled

    Select to activate the remote extension.

    Number

    Enter the local extension number from which calls are transferred to a remote extension.

    Remote number

    Enter the remote phone number to which a call to the local extension is transferred. You can enter digits 0–9, space, dash, comma, # and *.

    If you want to enter an auto attendant number followed by an extension, you can use comma (,) or semicolon (;) to pause the automatic dialing.

    A comma pauses dialing for two seconds, for example, 1-123-222-1234, 5678#. In this case, once auto attendant 1-123-1234 is dialed, and after two seconds, extension 5678 is automatically dialed.

    A semicolon pauses dialing for one second, for example, 1-123-222-1234; 5678#. In this case, once auto attendant 1-123-1234 is dialed, and after one second, extension 5678 is automatically dialed.

    Display name

    The name displaying on the remote extension when a call is transferred.

    You can choose to display the name differently than the one you entered here. See Modifying caller IDs.

    Click the + sign if you want to add caller IDs:

    • External caller ID: Enter the external caller ID that displays on a called phone when a call is transferred through the remote extension. Use the name<phone_number> format, such as HR<222134>.
    • Emergency caller ID: Enter the emergency caller ID. Use the name<phone_number> format, such as HR<222134>.

    If you do not enter the caller IDs, your organization's main number will be used. If you add both IDs, the emergency ID will only be used when making emergency calls. All other calls will use the external caller ID.

    Description

    Enter any notes you have for the extension.

    User Setting

    See User Setting.

  4. Click Create.

Configuring fax extensions

If you want to continue using your fax machine with the VoIP phone system, connect the fax machine to an adapter (such as OBIHAI OBi 200, Cisco SPA 112, or Grandstream HT 702) that supports T38 first before connecting it to the FortiVoice unit. T38 is a protocol designed to allow fax to travel over a VoIP network.

In this case, the fax machine is treated like an extension. The FortiVoice unit receives faxes and relays them to the fax machine. Faxes sent from the fax machine will follow the fax sending dial plans.

To use this option, you need to create and enable the fax extensions first. You then need to configure the FortiVoice unit to receive and relay the faxes to the fax machine.

For information on fax configuration, see Configuring fax.

To create or edit a fax extension

  1. Go to Extension > Extension > Fax Extension.
  2. Click New or double-click an existing extension.
  3. Configure the following:

    GUI field

    Description

    Enabled

    Select to enable this extension to receive and send faxes that support T38 protocol. This applies to using a fax machine connected to the FortiVoice unit via an adapter that supports T38 protocol. For more information, see Configuring fax.

    Number

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

    User ID

    This is the system-generated ID based on the user ID prefix you set (see User ID prefix) and the extension number.

    This option is view only and appears when you edit an extension.

    Display Name

    Enter the name displaying on the extension.

    Description

    Enter any notes about the extension.

    Device Setting

    • SIP settings: Select the SIP profile for the phone.
    • Click the New icon to add a new profile. See Configuring SIP profiles.

      Click the Edit icon to modify a selected profile.

    • Emergency zone: Select the emergency zone profile for the phone.
    • Click the New icon to add a new profile. See Configuring emergency zone profiles.

      Click the Edit icon to modify a selected profile.

    • Advanced: Double-click to open the configuration page and click OK after completing the task.
      • SIP password: Enter the password used for configuring your SIP phone from the phone or the Web. You need the phone's IP to access it from the Web.
      • Click Generate to generate a strong password automatically. Select View password to display the password.

        If you have configured the default SIP user password (see Default SIP user password), the password appears here. However, you can change it.

    • Location: Select Internal if the phone does not traverse through Network Address Translation (NAT) to connect to the FortiVoice unit, and External if the phone does. These are system defined locations.

    User Setting

     

    Management

    Configure the extension’s role in other settings.

    User privilege

    Select the services for the extension. Click Edit to modify the current user privilege or click New to configure a new one. For more information on user privilege, see Configuring user privileges.

    Department

    Select the department that the extension belongs to. Click Edit to modify the current department or click New to configure a new one. For more information on extension department, see Configuring agents.

    Web Access

    Configure user portal and softclient access from mobile or desktop devices.

    Authentication type

    Select the extension’s authentication type: Local or LDAP.

    User password

    If you selected Local as the Authentication type, enter the password for user portal access. This password can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only.

    To let the system create the user password, click Generate.

    To show the user password, click the eye icon.

    Control of using user password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

    LDAP profile

    If you select LDAP for Authentication type, select an LDAP profile to apply to this extension. For information on LDAP profile, see Configuring LDAP settings.

    You can click New to create a new profile or Edit to modify the selected one.

    Authentication ID

    If you select Try common name with base DN as bind DN as the user authentication option in the authentication profile you select, enter the authentication ID based on the user objects’ common name attribute you entered in the Common name ID field of the profile, such as jdoe.

    If you select Search user and try bind DN as the user authentication option in the authentication profile you select, leave this field blank.

    This option is only available if you select LDAP for Authentication type.

    Phone Access

    Configure voicemail access by phone or access to restricted phone calls.

    Voicemail PIN

    If you have configured the default user PIN (see Default Voicemail PIN), the password appears here. However, you can change it.

    Enter the password for the extension user to access voicemail and the user portal.

    Selection of using personal password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

    Click Generate to generate a strong password automatically. Select the view PIN icon to display the password.

    Personal code

    Enter the extension specific account code that can be used to restrict calls. This code is needed to make some restricted calls.

    You can click Generate to get a code.

  4. Click Create (for new extension) or OK (for editing extension).

 

Setting extension user preferences

Each SIP and analog extension comes with its default user preferences, including voicemail setting and phone display preference. You can modify these settings.

Phone users can modify the preferences on the user portal.

To view the list of extensions, go to Extension > Extension > Preference.

GUI field

Description

Maintenance

Select an extension and click this option to reset the user preferences and voice messages to the default values.

Number

The extension number.

Display name

The name displaying on the extension. This is usually the name of the extension user.

Voice Message Count

The number of voice mails left on an extension.

To edit extension user preferences

  1. Go to Extension > Extension > Preference.
  2. Select an extension and click Edit.
  3. Configure the following:

    GUI field

     

    Description

    Setting

     

     

    Number

    The extension number. This is read-only.

     

    User ID

    This is the system-generated ID based on the extension number.

    This is read-only.

     

    Display name

    The name displaying on the extension. This is usually the name of the extension user.

    This is read-only.

     

    Emergency caller ID

    The caller ID to display on the destination phone when you dial the emergency number, such as 911. This ID is set when you configure the extension.

    This is read-only.

     

    External caller ID

    The caller ID you want to display on a called phone instead of the FortiVoice main number (see Main number) or the trunk phone number (see Phone Number). This ID is set when you configure the extension.

    This is read-only.

     

    Ring duration

    Enter the phone ringing duration in seconds before an incoming call goes to voicemail.

    The range is from 6 to 1800 seconds inclusive.

     

    Programmable keys

    Select the keypad profile for the phone.

    Click the Edit icon to modify a selected profile. See Configuring programmable keys profiles.

     

    Call forward

    Select to forward phone calls and enter the phone number to forward the calls. This function only works if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.

     

    Call waiting

    Select to enable call waiting. This function only works if call waiting is enabled in the extension’s user privilege. See Configuring user privileges.

     

    Do not disturb

    Select to enable DND. This function only works if DND is enabled in the extension’s user privilege. See Configuring user privileges.

     

    Voicemail handling (Caller presses 0 during announcement)

    Select to enable reaching the operator by pressing 0 when you hear the announcement of a callee’s voicemail.

     

    Include caller ID number when playing voicemail message

    Select to announce caller’s ID when playing the voicemail.

     

    Include date and time when playing voicemail message

    Select to announce date and time when playing the voicemail.

    Notification Options

     

     

    Voicemail

    Select the type of email notification when this extension has a voicemail:

    • None: Do not send any notification.
    • Simple: Send an email notification.
    • With attachment: Send an email notification with the voicemail attached.

     

    Fax

    Select the type of email notification when this extension has a fax:

    • None: Do not send any notification.
    • Simple: Send an email notification.
    • With attachment: Send an email notification with the fax attached.

     

    Missed call

    Select On if you want to receive an email notification when an incoming call is missed.

     

    Email address

    Enter the email address to which an email notification is sent.

    Voicemail Greeting Options

    Configure greeting, unavailable, and busy messages.

    Name: Your name of the voicemail. For example, John Doe.

    • Standard: Use the system default name for the voicemail. This will be the extension number.
    • Personal: Use your own name for the voicemail.
      • Click Call me to ring your extension and record a name using the phone, such as your name or extension number.
      • Click Upload to import an audio file (including your name or extension number). The uploaded audio file must be a WAVE file (.wav) in PCM format and with a maximum size of 5 MB.
      • Click Play to listen to a recorded name.
      • Click Erase to delete a recorded name.
      • Click Download to save a recorded name.

    Greeting: Select the voicemail greeting mode and greeting content.

    • Standard: The system defined greeting.
    • Simple: The customer-recorded greeting that applies to any time except when the line is busy and extension is unavailable.
    • Scheduled: The customer-recorded greeting that comes with a schedule.
    • Conditional: The customer-recorded greeting that only applies to occasions when the line is busy or extension is unavailable.
    • Audio file: Click to configure the greeting. This option is only available when you select Simple, Scheduled or Conditional.
      • Click Call me to ring your extension and record a message such as a greeting, unavailable, or busy message using the phone. This applies to the Simple and Scheduled modes.
      • Click Upload to import a message such as a greeting, unavailable, or busy message. The uploaded audio file must be a WAVE file (.wav) in PCM format and with a maximum size of 5 MB.
      • Click Play to listen to a message such as a greeting, unavailable, or busy message.
      • Click Erase to delete a message such as a greeting, unavailable, or busy message.
      • Click Download to save a message such as a greeting, unavailable, or busy message.

    Greeting File: If you have uploaded a file by clicking Audio File, then select the greeting file. This option is only available when you select Simplefor Greeting. For information on greeting files, see Managing phone audio settings
    If you select Scheduled for Greeting, click New to add a system schedule or create a new one.

    Display Preference

    Configure the preference for screen display on the user portal.

     

    Phone language

    Select the prompt language for the extension. The default is English.

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

     

    Web language

    Select the language for the FortiVoice user portal.

     

    Theme

    Select the display theme for the FortiVoice user portal.

     

    Time zone

    Select the time zone for the FortiVoice user portal.

     

    Idle timeout

    Set the timeout for the FortiVoice user portal.

    Account Management

     

     

    Change PIN Number

    Click to change the password for accessing the voice mailbox and the FortiVoice user portal.

     

    Change User Password

    Click to change the password for accessing the FortiVoice user portal.

     

    View Sip Configurations

    Click to display the SIP configuration information which is used for configuring your SIP phone from the phone or the Web.

    Agent

    This option appears if you have a call center license.

     

    PIN required to login/logout from phone

    Select to enable an agent to log into/log out of a queue from the extension using the user PIN.

    For information on feature access codes, see Configuring account codes.

     

    PIN required to pause/unpause from phone

    Select to enable an agent to pause/unpause a queue from the extension using the user PIN. To pause means the agent is not answering calls.

    For information on feature access codes, see Configuring account codes.

     

    Auto-Pause after agent login queue

    Select to automatically put the agent in pause (not ready) status after the agent logs into a queue. The agent can unpause a queue to answer calls.

    For information on feature access codes, see Configuring account codes.

    Follow Me

    See Configuring follow me settings.

    Call Handling

    Retain original caller ID: Select to maintain the original caller's identity when forwarding an inbound call.

    Call screening: Select if you want the FortiVoice unit to prompt callers for their names so that callees can identify the callers before the connect to you.

    Record caller name: By default, this option is selected when you select Call screening. If you deselect this option, the FortiVoice unit will not prompt callers for their names. Instead, the FortiVoice unit will ring a called phone but will not connect to the caller. The callee is able to pick up the phone and see the caller’s ID and decide whether to pick up the call.

    For more information on normal or quick call handling, see Handling calls.

    Twinning Setting

    This option is only available if Twinning is selected in the user privileges of the extension. For more information, see Twinning.

    • Setting: Select the twinning method.
    • Disabled: Select to disable twinning.
    • Simple: Select to configure a basic twinning by adding a phone number.
    • Scheduled: Select to configure a twinning by adding phone numbers based on a schedule.
  4. Click OK.

Configuring follow me settings

Follow me allows a call to an extension to be transferred to another destination when you are not available.

This configuration serves as a profile for use in managing calls. See Handling calls.

To configure follow me Setting

  1. Go to Extension > Extension > Preference.
  2. Double-click a record and go to Follow Me.
  3. Click New.
  4. Enter a Name for this setting.
  5. Under Follow Me Numbers, click New.
  6. Enter a phone number to which the call to your extension can be transferred.
  7. Enter the phone ringing duration, in seconds, before the call goes to voicemail or next number in the sequence.
  8. Click Create.
  9. Repeat steps 4 to 7 of this procedure to add more numbers if you want to transfer a follow me call to multiple numbers in a sequence. The numbers will be dialed according to the sequence in the follow me setting.
  10. Click Create.

Handling calls

Extension > Extension > Preference > Call Handling allows you to manage the call process. For example, you can configure the process to forward a call to another number on a specific schedule.

You can manage a normal call handling by configuring the call process for different situations. You can also manage quick call handling by dialing a code to enter into a default mode and configure the call process for that particular mode if required.

If the extension 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 or used for a virtual number), then the call handling action of the other FortiVoice function overrides the extension call handling action.

To handle a normal call

  1. Go to Extension > Extension > Preference.
  2. Double-click a record and go to Call Handling.
  3. Click Normal Call Handling.
  4. Select a call status on top of the screen.

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

  5. Keep System default action or select User defined.
  6. The System default action (action shows in brackets) changes depending on the status selection.

  7. 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.
    • For Call from, select the call type on which you want to take an action.
    • Add an Action for the call process.

      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 Forward action, you can add another process with a Go voicemail action to complete the call handling. In this case, the call will be forwarded to the phone specified and if the phone is not picked up, a voicemail will be left on this extension.

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

      • If you select Follow me, select a follow me profile. For information on configuring follow me, see Follow Me.
        This option is available only if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.
      • 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.
      • f 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.
  8. Click OK.

To handle a quick call

  1. Go to Extension > Extension > Preference.
  2. Double-click a record and go to Call Handling > Quick call handling.
  3. GUI field

    Description

    Effective mode

    Displays the call handling status when you dial *720, *721, *722, and *723.

    For example, if you dial *720, the status will be Normal because you have canceled the quick mode.

    *720

    Dial the code to cancel the quick handling mode.

    *721

    Dial the code to set to Out of office mode. Click the text to modify the quick mode option and time as required.

    *722

    Dial the code to set to Away mode. Click the text to modify the quick mode option and time as required.

    *723

    Dial the code to set to Other mode. Click the text to modify the quick mode option and time as required.

  4. If you want to add a new quick call handling process, click Quick Call Handling.
  5. Select a call status.

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

  6. 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 Follow me, select a follow me profile. For information on configuring follow me, see Follow Me.
        This option is available only if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.
      • 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.
  7. Click OK.

Setting up local extensions

You can configure IP phone extensions, edit analog extension, and choose extension preferences.

This topic includes:

Configuring IP extensions

An IP extension is an IP phone connected through a network to a system. An internal IP extension is a phone connected on the same LAN as the system. An external IP extension is a phone connected outside the LAN.

To view the local IP extensions

  1. Go to Extension > Extension > IP Extension.

GUI field

Description

LDAP Connector

When you select Filter > Source > LDAP to list the extension users with LDAP authentication, you can click this option to see the LDAP connector information. See Configuring LDAP settings.

Actions

  • Batch Edit: Select to modify a group of extensions all at the same time. For more information, see Batch editing extensions.
  • Export: Select to save a copy of the extension list or download as a sample list with or without user ID in CSV format.
  • Import: Select to upload a copy of the extension list in CSV format. For details, see Importing a list of extensions.
  • View Phone Configuration: Select a FortiFone extension and click this option to view the configuration file of the phone, desktop app, or mobile.
    • Phone: This option appears when a phone is associated with an extension. In this case, the FortiVoice unit generates a configuration file for the phone. For details, see To create or edit an IP extension.
    • Desktop App and Mobile: These options appear when an extension is allocated with FortiFone softclient licenses. In such cases, desktop app and mobile phone configuration files are generated. For details, see To create or edit an IP extension.
  • Apply Configuration (Main Phone): If you have edited an extension configuration and want to apply it to the desk phones and softclients associated with this extension, select the extension and click this option. This action will not apply the configuration to the auxiliary phones associated with this extension.
  • The selected phone will reboot and only the phones that meet the following conditions will receive the new configuration:

  • Password Auditor: See Auditing SIP extension password.
  • Number Auditor: See Auditing extension numbers and MAC addresses
  • Send Softclient QR Code by Email: If you have added a FortiFone softclient to an extension and entered your email address as a notification option, select this option to send a QR code to the email address. The QR code will also appear on the Preferences page of the extension’s user portal.
    See Auxiliary Phone and Notification Options.
  • Maintenance: Select an extension and click this button to manage a user’s voicemail box and faxes. You can check the size of the mailbox or fax folder and empty them if required.
  • Click Back to return to the IP Extension tab.

Configure View (icon)

Click to display or hide columns you want. You can also save the customized view or set it back to default.

Enabled

Select to activate an extension.

Number

The extension number.

Display Name

The name displaying on the extension. This is usually the name of the extension user.

Phone Model

The brand and model of the phone.

Emergency Zone

The emergency zone profile for this extension. For more information, see Configuring emergency zone profiles.

Survival Branch

If the extension belongs to a FortiVoice survivability branch, the branch information is listed. For information on survivability branch, see Configuring local survivability.

Department

If the extension belongs to an extension department, the department information is listed. For information on departments, see Creating extension departments.

Business Group

If the extension belongs to a business group, the group information is listed. For information on business groups, see Creating business groups.

Status

The extension statuses, including:

  • Idle: The extension is not in use.
  • In Use: The extension is in use.
  • Busy: The extension is busy.
  • Ringing: The extension is ringing.
  • On Hold: The extension has an on-hold call.
  • Admin down: The trunk of the extension is disabled.
  • Under this status, the extension remains registered with the FortiVoice unit.

  • Not registered: The extension is not registered with the FortiVoice unit and is not in service.
  • Unavailable: The extension is not reachable.
  • Alarm detected: There is a problem with the phone line.
  • Other: The status other than the above.

IP

The link to the IP address of the phone using the extension number.

Phone Profile

Displays the phone profile applied to the extension. For information on phone profile, see Configuring phone profiles.

Phone Info

The model, MAC address, and firmware version of the phone for this extension.

To create or edit an IP extension

  1. Go to Extension > Extension > IP Extension.
  2. Click New or double-click an existing extension.
  3. Configure the following:

    GUI field

    Description

    Enabled

    Select to activate the extension.

    Number

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

    Click Edit Preference to configure the extension user preferences. See Setting extension user preferences. This option is only available when you edit an extension.

    User ID

    This is the system-generated ID based on the user ID prefix you set (see User ID prefix) and the extension number.

    This option is view only and the ID only appears when you edit an extension.

    Display name

    Enter the name displaying on the extension. This is usually the name of the extension user.

    Quotation marks ("") are not allowed for display names.

    Click +:

    • External caller ID: Enter the caller ID that displays on a called phone when you make an external call. Use the name<phone_number> format, such as John Doe<222134>.
    • Emergency caller ID: Enter the caller ID that displays on a called phone when you make an emergency call. Use the name<phone_number> format, such as John Doe<222134>.
    • Voice DID Number: This option is only available when you edit an extension. Click the Edit icon to modify the voice DID mapping for this extension. See Configuring direct inward dialing.
    • Fax DID Number: This option is only available when you edit an extension. Click the Edit icon to modify the fax DID mapping for this extension. See Configuring direct inward dialing.

    Description

    Enter any notes for the extension.

    Upload/Delete (icons)

    Click to add or remove a picture of the extension user. This option is only available when you edit an extension.

    By adding a picture of the extension user, the picture can be displayed on the callee's phone screen whenever the user makes a phone call, if the phone model supports this feature.

    Edit Preference

     

     

    See Setting extension user preferences.

    Device Setting

    Extension SIP devices include desk phones, softclients, and auxiliary devices.

     

    Phone

     

     

     

    Type

    Select the desk phone type.

     

     

    Device

    Select the specific phone model.

    Click the New icon to add a new device. See Configuring desk phones.

    Click the Edit icon to modify a selected device.

    Click the Select icon to choose an existing device.

    This option is only available if you select FortiFone type.

     

     

    Phone model

    The FortiFone model.

    This option is only available if you select FortiFone type.

     

     

    SIP settings

    Select the SIP profile for the phone.

    Click the New icon to add a new profile. See Configuring SIP profiles.

    Click the Edit icon to modify a selected profile.

     

     

    Emergency zone

    Select the emergency zone profile for the phone.

    Click the New icon to add a new profile. See Configuring emergency zone profiles.

    Click the Edit icon to modify a selected profile.

     

     

    Programmable keys

    Select the keypad profile for the phone.

    Click the New icon to add a profile or Edit icon to modify a selected profile. See Configuring programmable keys profiles.

    This option is only available if you select the FortiFone type and is not available for all models.

     

     

    Advanced

    Configure the following and click OK when you finish.

    • SIP password: Enter the password used for configuring your SIP phone from the phone or the Web. You need the phone's IP to access it from the Web.

    You can check the password strength. See Reviewing system configuration.

    Click Generate to generate a strong password automatically. Select View password to display the password.

    If you have configured the default SIP user password (see Default SIP user password), the password appears here. However, you can change it.

    • Location: Select Internal if the phone does not traverse through Network Address Translation (NAT) to connect to the FortiVoice unit, and External if the phone does. These are system defined locations.
    • User programmable keys: By clicking Edit, you can configure the phone programmable keys for the extension user if the programmable keys profile used for this extension gives users the permission to do so.
    • MWI (Message Waiting Indication): Enable or disable MWI on the phone.
    • Auto answer: Enable or disable automatic answering on the phone.
    • Direct call: Enable or disable direct calling on the phone.

        Number: Enter the phone number. This is the phone number that the FortiVoice unit automatically dials after the phone user lifts up the phone handset (or press the headset or speaker button) to place a call.

        After: If you want to delay the automatic dialing, enter a value in seconds. If the delay is set to 0, the extension is turned into a hotline meaning that the FortiVoice unit immediately dials the configured Direct call number after the extension is off-hook.

    • Secondary accounts: If you enabled the option to add a secondary account for desktop FortiFone phones under System > Advanced > Auto Provisioning, do it here by selecting the FortiFone extension. For more information, see Secondary account (Enable secondary account for Desktop FortiFone).

     

    Soft FortiFone

     

     

     

    License allocation

    Select the number of FortiFone softclient licenses for use on this extension.

     

     

    View Mobile Login Information

    Click View Mobile Login Information to view the login information of the mobile softclient. To log in to the mobile softclient, use the user name and password or scan the QR code using the mobile softclient.

     

     

    View Desktop Login Information

    Click View Desktop Login Information to view the login information file of the desktop softclient. To log in to the desktop softclient, use the user name and password.

     

     

    SIP Setting

    • Android/iOS: If the softclient is on an Android phone or iPhone, select a SIP profile for it. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring SIP profiles.
    • Windows/macOS: If the softclient is on a Windows or Mac device, select a SIP profile for it. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring SIP profiles.

     

     

    Revoking a license

    When licenses are allocated to an extension and the devices associated with the extension use the licenses, the devices appear.

    If you want to free up a license, you can revoke the license of a device that you no longer need and use it for another device in need.

    To do so, click the Revoke License () icon and confirm the action.

     

    Auxiliary Phone

    Click New to add SIP devices to the extension.

    When you add an auxiliary phone to your extension, you have two phones with the same extension number. The phones will ring at the same time but you can only use one phone to answer the call. This function is useful when you want to access the same extension from two different locations.

    For more information, see Configuring SIP forking.

    From Extension > Extension > IP Extension, select a device and click Other Actions to apply extension configuration to the device or view the extension or SIP configuration file.

    The selected devices will reboot and only the devices that meet the following conditions will receive the new configuration:

    User Setting

     

     

    Management

    Configure the extension’s role in other settings.

     

     

    User privilege

    Select the services for the extension. Click Edit to modify the current user privilege or click New to configure a new one. For more information on user privilege, see Configuring user privileges.

     

     

    Department

    Select the department that the extension belongs to. Click Edit to modify the current department or click New to configure a new one. For more information on extension department, see Configuring agents.

     

     

    Survival branch

    Select the local survival branch FortiVoice unit for the extension if the extension is in a local survivability network.

    Click Edit to modify the current branch unit.

    For more information, see Configuring local survivability.

     

     

    Voicemail

    Configure the extension’s voice mailbox.

    In some cases, you may want other users or groups to share this voice mailbox. For example, a supervisor wants his/her co-workers to access his/her voice mailbox while he/she is away.

    Main voice mailbox: Select the extension’s own voice mailbox (Default) or that of another extension as the voice mailbox of this extension.

    Typically, you use the default mailbox.

    If you select the voice mailbox of another extension, you can click Edit to modify that extension.

    Users/Groups: The FortiVoice unit turns on the message waiting light on the phones of a user or user group to notify the user or group of a new voice message stored in the voice mailbox associated with this extension.

    To select users or user groups, under User(s) and Group(s), click in the field and select the users/groups. Click Close.

    To listen to the message after being notified, the user can dial *97 or the code you set (see Modifying feature access codes) and enter the user’s own user PIN.

    For information on creating user groups, see Creating extension groups.

     

    Web Access

    Configure user portal and softclient access from mobile or desktop devices.

    If Password policy is disabled appears, see Setting password policies.

     

     

    Authentication type

    Select the extension’s authentication type: Local or LDAP.

     

     

    User password

    If you selected Local as the Authentication type, enter the password for user portal access. This password can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only.

    To let the system create the user password, click Generate.

    To show the user password, click the eye icon.

    Control of using user password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

     

     

    LDAP profile

    If you select LDAP for Authentication type, select an LDAP profile to apply to this extension. For information on LDAP profile, see Configuring LDAP settings.

    You can click New to create a new profile or Edit to modify the selected one.

     

     

    Authentication ID

    This option is only available if you select LDAP for Authentication type.

    If you select Try common name with base DN as bind DN as the user authentication option in the authentication profile you select, enter the authentication ID based on the user objects’ common name attribute you entered in the Common name ID field of the profile, such as jdoe.

    If you select Search user and try bind DN as the user authentication option in the authentication profile you select, leave this field blank.

     

    Phone Access

    Configure voicemail access by phone or access to restricted phone calls.

     

     

    Voicemail PIN

    Enter the password for the extension user to access voicemail and the user portal.

    Selection of using personal password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

    You can check the PIN strength. See Reviewing system configuration.

    Click Generate to generate a strong password automatically. Select the view PIN icon to display the password.

    If you have configured the default user PIN (see Default Voicemail PIN), the password appears here. However, you can change it.

     

     

    Personal code

    Enter the extension specific account code that can be used to restrict calls. This code is needed to make some restricted calls.

    You can click Generate to get a code.

     

     

    Conferencing ID

    Enter the conference organizer PIN for the extension's conference call.

     

    Call Center

    This option appears if your FortiVoice unit has a call center license.

    Save your FortiVoice configuration before configuring call center.

    Select to configure the departments that a call center agent manages, queues that the agent belongs to, skill sets, and skill levels. Click Call Centerand configure the following:

    • Agent profile: Select the profile for the agent. You can also create a new one or modify an existing one. For more information about agent profiles, see Configuring agent profiles.
    • Managed departments: An agent manager may need to monitor call queues in certain departments. For information on setting up departments, see Creating extension departments.
    • Click in the field and select the departments to be monitored and then click Close.

    • Member of Queues: Click to select the call queues to join.
      • Queues: Click in the field and select the queues of which you want the extension/agent to be a member. Click Close.
      • Main/Outgoing queue: This option is for collecting the outgoing calls from all queues by this agent and displaying them in Working with call queue statistics. You can select any queue of which this agent is a member for that purpose except None which will not collect agent’s outgoing call information. Click OK.
    • Skill Sets: Click New to select the skill set for the agent, including skill and level, and click Create. For more information about agent skills and levels, see Adding agent skill sets and Creating agent skill levels.

    Click OK.

  4. Click Create (for new extension) or OK (for editing extension).

Batch editing extensions

You can efficiently modify a group of extensions all at the same time.

To batch edit extensions

  1. Go to Extension > Extension > IP Extension.
  2. Under Actions, click Batch Edit.
  3. Search or filter the extensions you want to edit, if required.
  4. Click Next.
  5. Select the options you want to modify and configure the following:
  6. GUI field

     

    Description

    License

     

     

    License allocation

    Select the number of licenses allocated to the extensions.

     

    Android/iOS

    Select the SIP profile for Android/iOS extension devices. You can add a new profile or edit a selected one. For more information, see Configuring SIP profiles

     

    Windows/macOS

    Select the SIP profile for Windows/macOS extension devices. You can add a new profile or edit a selected one. For more information, see Configuring SIP profiles

     

    Agent profile

    Enable or disable the agent profile. For more information about agent profiles, see Configuring agent profiles.

     

    Call Center Agent

    Select the agent profile for the call center agent. You can add a new profile or edit a selected one. For more information, see Configuring agent profiles.

    Management

     

     

     

    Status

    Enable or disable the extension’s role in other settings.

     

    User privilege

    Select the services for the extension. Click Edit to modify the current user privilege or click New to configure a new one.

    For more information on user privilege, see Configuring user privileges.

     

    Department

    Select the department that the extension belongs to. Click Edit to modify the current department or click New to configure a new one.

    For more information on extension department, see Configuring agents.

     

    Survival branch

    Select the local survival branch FortiVoice unit for the extension if the extension is in a local survivability network.

    Click Edit to modify the current branch unit.

    For more information, see Configuring local survivability.

    Caller ID

    If you do not enter the caller IDs, your organization's main number will be used. If you add both IDs, the emergency ID will only be used when making emergency calls. All other calls will use the external caller ID.

     

    External caller ID

    Enter the external caller ID that displays on a called phone when you make a call. Use the name<phone_number> format, such as John Doe<222134>.

     

    Emergency caller ID

    Enter the caller ID that displays on a called phone when you make an emergency call. Use the name<phone_number> format, such as John Doe<222134>.

    Authentication

     

     

     

    Authentication type

    Select the extension’s authentication type: Local or LDAP.

     

    LDAP profile

    If you select LDAP for Authentication type, select an LDAP profile to apply to this extension. For information on LDAP profile, see Configuring LDAP settings.

    You can click New to create a new profile or Edit to modify the selected one.

     

    User password

    If you selected Local as the Authentication type, enter the password for user portal access. This password can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only.

    To let the system create the user password, click Generate.

    To show the user password, click the eye icon.

    Control of using user password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

     

    Personal code

    Enter the extension specific account code that can be used to restrict calls. This code is needed to make some restricted calls.

    You can click Generate to get a code.

     

    Voicemail PIN

    Enter the password for the extension user to access voicemail and the user portal.

    Selection of using personal password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

    You can check the PIN strength. See Reviewing system configuration.

    Click Generate to generate a strong password automatically. Select the view PIN icon to display the password.

    If you have configured the default user PIN (see Default Voicemail PIN), the password appears here. However, you can change it.

    Main Device

    Main extension SIP devices include desk phones and soft phones.

     

    SIP settings

    Select the SIP profile for the phone. You can add a new profile or edit a selected one.

    For more information, see Configuring SIP profiles

     

    Emergency zone

    Select the emergency zone profile for the phone. You can add a new profile or edit a selected one.

    For more information, see Configuring emergency zone profiles.

     

    Location

    Select Internal if the phone does not traverse through Network Address Translation (NAT) to connect to the FortiVoice unit, and External if the phone does. These are system defined locations.

     

    SIP password

    Enter the password used for configuring your SIP phone from the phone or the Web. You need the phone's IP to access it from the Web.

    You can check the password strength. See Reviewing system configuration.

    Select Auto generate to let the system generate the password.

    Select Default if you have configured the default SIP user password (see Default SIP user password). In this case, the password appears here. However, you can change it.

    Select Specific to enter the password manually, or click Generate to generate a strong password automatically. Select the eye icon to display the password.

    Preference

     

     

     

    Phone language

    Select the prompt language for the extension. The default is English.

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

     

    Web language

    Select the language for the FortiVoice user portal.

     

    Time zone

    Select the time zone for the FortiVoice user portal.

     

    Idle timeout

    Set the timeout for the FortiVoice user portal.

     

    Ring duration

    Enter the phone ringing duration in seconds before an incoming call goes to voicemail.

    Notifications

     

     

     

    Missed call

    Select Enabled if you want to receive an email notification when an incoming call is missed.

     

    Voicemail

    Select the type of email notification when this extension has a voicemail:

    • None: Do not send any notification.
    • Simple: Send an email notification.
    • With attachment: Send an email notification with the voicemail attached.

     

    Fax

    Select the type of email notification when this extension has a fax:

    • None: Do not send any notification.
    • Simple: Send an email notification.
    • With attachment: Send an email notification with the fax attached.
  7. Click Next, then Apply.

Auditing SIP extension password

You can verify the strength of SIP extension passwords. For information on setting SIP extension password, see Configuring IP extensions.

To audit a SIP extension password

  1. Go to Extension > Extension > IP Extension.
  2. Under Actions, click Password Auditor.

    The Password Auditor page opens.

  3. If a password policy warning (yellow warning mark) appears, click the warning to view the password policy. To set the policy, see Setting password policies.
  4. If the password strength of an extension shows the Weak (black check mark) icon, you can click the password and change it based on the policy until the password strength shows the Strong (green check mark) icon.
  5. Click Close.

Auditing extension numbers and MAC addresses

You can find and modify the duplicate extension numbers and conflicting MAC addresses.

Duplicate numbers occur when there are more than one extension with the same number.

Conflicting MACs occur when there are more than one extension associated with a MAC address.

To audit SIP extension numbers

  1. Go to Extension > Extension > IP Extension.
  2. Under Actions, click Number Auditor > Numbers.

    The Number page opens and lists the duplicate numbers, if any.

  3. Select the number you want to remove and click Edit.

    The duplicate number’s configuration page displays.

  4. Remove the duplicate number in the Number field and click OK.

    For information on extension numbers, see Configuring IP extensions.

To audit extension MAC addresses

  1. Go to Extension > Extension > IP Extension.
  2. Under Actions, click Number Auditor > MACs.

    The Conflict MAC page opens and lists the multiple extensions on a single MAC address, if any.

  3. Select the number you want to remove and click Edit.
  4. On the IP Extension page, go to Device Setting > Device.
  5. Click the Select icon and click Select None at the bottom of the page.

Importing a list of extensions

The import feature provides a simple way to add a list of new extensions in one operation. You can create a CSV file in any spreadsheet and import the data as long as the columns match the FortiVoice format.

Caution

Your CSV file must have a headline containing the column names such as User ID, Extension, Display name, Phone type, Mac address, and Phone profile. Otherwise, the import will fail.

To import extension records

  1. On the IP Extension tab, click Actions > Import.
  2. Browse for the extension list file.

Configuring SIP forking

SIP forking allows you to have your desk phone ring at the same time as your softphone or a SIP phone on your mobile.

When a device is added, it inherits your primary phone’s user privileges except hot-desking and fax.

You can add two SIP extensions and one external phone number.

To add a SIP device

  1. Go to Extension > Extension > IP Extension.
  2. Double-click an extension and go to Device Setting > Auxiliary Phone.
  3. Click New and configure the following:

     

    GUI field

    Description

    Type

    If your device is a FortiFone, configure the following:

    • Device: Click the Select icon to choose a FortiFone and click OK. The phones are configured for SIP inventory. SeeConfiguring desk phones.
      You may also add a new phone or edit an existing one.
    • Phone model: This option appears after you select a device.
    • Phone profile: This option appears after you select a device. Select the phone profile for the extension. For information on phone profile, see Configuring phone profiles.
    • Setting: If you select Custom, configure the following:
      • SIP settings: Select the SIP profile for the extension. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring SIP profiles.
      • Emergency Zone: Select the emergency zone profile for this extension. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring emergency zone profiles.
      • Location: Select Internal if the phone does not traverse through Network Address Translation (NAT) to connect to the FortiVoice unit, and External if the phone does. These are system defined locations.
      • Handset ID: If the device is a FortiFone-870i that supports multiple handsets, enter or click Generate to identify the handset.
      • MWI (Message Waiting Indication): Enable or disable MWI on the phone.
      • Auto answer: Enable or disable automatic answering on the phone.
      • Direct call: Enable or disable direct calling on the phone.

     

    If your device is a Generic phone, configure the following:

    • SIP settings: Select the SIP profile for the extension. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring SIP profiles.
    • Emergency Zone: Select the emergency zone profile for this extension. Click Edit to modify the current profile or New to configure a new one. For more information, see Configuring emergency zone profiles.
  4. Click Create.

Modifying managed extensions

FVG-GS16 is a FXS gateway with 16 ports. When it is added to the FortiVoice unit, 16 extensions are generated. You can modify each of the 16 extensions.

You can also view the local survivability branch paging numbers and change its password.

For information on adding the gateway, see Managing FXS gateways.

For information on configuring local survivability branches, see Configuring local survivability.

To edit a GS16 or local survivability branch extension

  1. Go to Extension > Extension > Managed Extension.
  2. In Gateway device, select:
    • the GS16 gateway of which you want to modify the extension, or
    • the local survivability branch of which you want to modify the paging number.
  3. Select the extension or paging number and click Edit.
  4. If you selected a local survivability branch paging number, you can view the information, enter the display name, and change the password. If you selected a GS16 gateway extension, configure the following:

    GUI field

    Description

    Number

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

    Edit Preference

    Click to configure the extension user preferences. See Setting extension user preferences.

    User ID

    This is the system-generated ID based on the user ID prefix you set (see User ID prefix) and the extension number.

    This option is view only and only appears when you edit an extension.

    Enable

    Select to activate the extension.

    Display name

    Enter the name displaying on the extension. This is usually the name of the extension user.

    Click the + sign if you want to add caller IDs:

    • External caller ID: Enter the external caller ID that displays on a called phone when you make a call. Use the name<phone_number> format, such as HR<222134>.
    • Emergency caller ID: Enter the emergency caller ID. Use the name<phone_number> format, such as HR<222134>.

    If you do not enter the caller IDs, your organization's main number will be used. If you add both IDs, the emergency ID will only be used when making emergency calls. All other calls will use the external caller ID.

    Description

    Enter any notes for the extension.

    Device Setting

    See Managing FXS gateways.

    User Setting

    See User Setting

  5. Click OK.

Modifying analog extension (FVE-20E2 and FVE-50E6 models only)

FortiVoice FVE-20E2 and FVE-50E6 have two analog ports and two default analog extensions. You can edit the extensions’ default configuration.

Analog lines, also referred to as POTS (Plain Old Telephone Service), are used for standard phones, fax machines, and modems.

Note

This section also applies to FVE 1000E-T (one analog port) which is still supported but has reached its end-of-order (EOO) date.

To view the default analog extension

  1. Go to Extension > Extension > Analog Extension.

GUI

Description

Maintenance

Select an extension and click this button to manage its voicemail (old), fax (inbox), and fax(sent). You can check the size of the box and empty the box.

Click Back to return to the Analog tab.

Enabled

Select to activate the extension.

Number

The analog extension number.

Display Name

The name displaying on the extension.

To edit a default analog extension

  1. Go to Extension > Extension > Analog Extension.
  2. Select a default extension and click Edit.
  3. Configure the following:

     

    GUI field

    Description

    Enabled

    Select to activate the extension.

    Number

    Enter the extension number following the extension number pattern. See Configuring PBX options.
    If required, click Edit Preference to modify the user preferences. See Setting extension user preferences

    User ID

    This is the system-generated ID for the extension and is read-only.

    Analog port

    Select the analog port for the extension. By default, it is fxs1.

    To modify the port, click .

    • Codec: Select the codec for the extension.

    • Caller ID signalling: Select the caller ID signalling standard per your phone company’s request.

    • First digit Timeout and Match digit Timeout: Enter the timeout in milliseconds.

      • The following example explains both timeout settings using default values. The user picks up the phone handset and hears a dialtone. If the user does not enter a digit within the specified 16 seconds (first digit timeout), the dialtone restarts. After pressing the first digit, the user has 3 seconds (match digit timeout) to enter the next digit. After the user’s finger is off the button, the timer resets and the user has another 3 seconds to enter the next digit and so on. When the 3-second timer expires, the phone number is identified as complete, and the call is attempted.

      • The default First digit Timeout is 16000. The default Match digit Timeout is 3000.

    Display name

    Enter the name displaying on the extension. This is usually the name of the extension user.

    Click the + sign if you want to add caller IDs:

    • External caller ID: Enter the external caller ID that displays on a called phone when you make a call. Use the name<phone_number> format, such as HR<222134>.
    • Emergency caller ID: Enter the emergency caller ID. Use the name<phone_number> format, such as HR<222134>.

    If you do not enter the caller IDs, your organization's main number will be used. If you add both IDs, the emergency ID will only be used when making emergency calls. All other calls will use the external caller ID.

    Description

    Add any notes for the extension.

    User Setting

    See User Setting.

  4. Click OK.

Setting up remote extensions

A remote extension reaches an external phone by automatically selecting a line from a trunk and dialing the phone number. For example, a remote extension could reach an employee’s cell phone or home phone, or a phone at a branch office.

A caller can connect to a remote extension through the auto attendant, or can be transferred to a remote extension by a call cascade. A user at a local extension can manually transfer a caller to a remote extension, or can dial a remote extension directly. If the remote extension is busy or unanswered, the system can route the call using the remote extension’s call cascade.

For example, a caller reaches the auto attendant and dials a local extension. The user is not there, so the call is unanswered. The call cascade of the local extension can be configured to transfer unanswered calls to a remote extension. The remote extension can be configured to dial the user’s cellular phone. This way the user is available outside the office.

Remote extensions are designed to operate with local major telephone service providers. The feature may not function correctly with some telephone and mobile operator’s networks, especially for international phone numbers and mobile phones roaming internationally.

To configure a remote extension

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

     

    GUI field

    Description

    Enabled

    Select to activate the remote extension.

    Number

    Enter the local extension number from which calls are transferred to a remote extension.

    Remote number

    Enter the remote phone number to which a call to the local extension is transferred. You can enter digits 0–9, space, dash, comma, # and *.

    If you want to enter an auto attendant number followed by an extension, you can use comma (,) or semicolon (;) to pause the automatic dialing.

    A comma pauses dialing for two seconds, for example, 1-123-222-1234, 5678#. In this case, once auto attendant 1-123-1234 is dialed, and after two seconds, extension 5678 is automatically dialed.

    A semicolon pauses dialing for one second, for example, 1-123-222-1234; 5678#. In this case, once auto attendant 1-123-1234 is dialed, and after one second, extension 5678 is automatically dialed.

    Display name

    The name displaying on the remote extension when a call is transferred.

    You can choose to display the name differently than the one you entered here. See Modifying caller IDs.

    Click the + sign if you want to add caller IDs:

    • External caller ID: Enter the external caller ID that displays on a called phone when a call is transferred through the remote extension. Use the name<phone_number> format, such as HR<222134>.
    • Emergency caller ID: Enter the emergency caller ID. Use the name<phone_number> format, such as HR<222134>.

    If you do not enter the caller IDs, your organization's main number will be used. If you add both IDs, the emergency ID will only be used when making emergency calls. All other calls will use the external caller ID.

    Description

    Enter any notes you have for the extension.

    User Setting

    See User Setting.

  4. Click Create.

Configuring fax extensions

If you want to continue using your fax machine with the VoIP phone system, connect the fax machine to an adapter (such as OBIHAI OBi 200, Cisco SPA 112, or Grandstream HT 702) that supports T38 first before connecting it to the FortiVoice unit. T38 is a protocol designed to allow fax to travel over a VoIP network.

In this case, the fax machine is treated like an extension. The FortiVoice unit receives faxes and relays them to the fax machine. Faxes sent from the fax machine will follow the fax sending dial plans.

To use this option, you need to create and enable the fax extensions first. You then need to configure the FortiVoice unit to receive and relay the faxes to the fax machine.

For information on fax configuration, see Configuring fax.

To create or edit a fax extension

  1. Go to Extension > Extension > Fax Extension.
  2. Click New or double-click an existing extension.
  3. Configure the following:

    GUI field

    Description

    Enabled

    Select to enable this extension to receive and send faxes that support T38 protocol. This applies to using a fax machine connected to the FortiVoice unit via an adapter that supports T38 protocol. For more information, see Configuring fax.

    Number

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

    User ID

    This is the system-generated ID based on the user ID prefix you set (see User ID prefix) and the extension number.

    This option is view only and appears when you edit an extension.

    Display Name

    Enter the name displaying on the extension.

    Description

    Enter any notes about the extension.

    Device Setting

    • SIP settings: Select the SIP profile for the phone.
    • Click the New icon to add a new profile. See Configuring SIP profiles.

      Click the Edit icon to modify a selected profile.

    • Emergency zone: Select the emergency zone profile for the phone.
    • Click the New icon to add a new profile. See Configuring emergency zone profiles.

      Click the Edit icon to modify a selected profile.

    • Advanced: Double-click to open the configuration page and click OK after completing the task.
      • SIP password: Enter the password used for configuring your SIP phone from the phone or the Web. You need the phone's IP to access it from the Web.
      • Click Generate to generate a strong password automatically. Select View password to display the password.

        If you have configured the default SIP user password (see Default SIP user password), the password appears here. However, you can change it.

    • Location: Select Internal if the phone does not traverse through Network Address Translation (NAT) to connect to the FortiVoice unit, and External if the phone does. These are system defined locations.

    User Setting

     

    Management

    Configure the extension’s role in other settings.

    User privilege

    Select the services for the extension. Click Edit to modify the current user privilege or click New to configure a new one. For more information on user privilege, see Configuring user privileges.

    Department

    Select the department that the extension belongs to. Click Edit to modify the current department or click New to configure a new one. For more information on extension department, see Configuring agents.

    Web Access

    Configure user portal and softclient access from mobile or desktop devices.

    Authentication type

    Select the extension’s authentication type: Local or LDAP.

    User password

    If you selected Local as the Authentication type, enter the password for user portal access. This password can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only.

    To let the system create the user password, click Generate.

    To show the user password, click the eye icon.

    Control of using user password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

    LDAP profile

    If you select LDAP for Authentication type, select an LDAP profile to apply to this extension. For information on LDAP profile, see Configuring LDAP settings.

    You can click New to create a new profile or Edit to modify the selected one.

    Authentication ID

    If you select Try common name with base DN as bind DN as the user authentication option in the authentication profile you select, enter the authentication ID based on the user objects’ common name attribute you entered in the Common name ID field of the profile, such as jdoe.

    If you select Search user and try bind DN as the user authentication option in the authentication profile you select, leave this field blank.

    This option is only available if you select LDAP for Authentication type.

    Phone Access

    Configure voicemail access by phone or access to restricted phone calls.

    Voicemail PIN

    If you have configured the default user PIN (see Default Voicemail PIN), the password appears here. However, you can change it.

    Enter the password for the extension user to access voicemail and the user portal.

    Selection of using personal password or voicemail PIN to access user portal is set when configuring phone system capacity. For more information, see Configuring system capacity.

    Click Generate to generate a strong password automatically. Select the view PIN icon to display the password.

    Personal code

    Enter the extension specific account code that can be used to restrict calls. This code is needed to make some restricted calls.

    You can click Generate to get a code.

  4. Click Create (for new extension) or OK (for editing extension).

 

Setting extension user preferences

Each SIP and analog extension comes with its default user preferences, including voicemail setting and phone display preference. You can modify these settings.

Phone users can modify the preferences on the user portal.

To view the list of extensions, go to Extension > Extension > Preference.

GUI field

Description

Maintenance

Select an extension and click this option to reset the user preferences and voice messages to the default values.

Number

The extension number.

Display name

The name displaying on the extension. This is usually the name of the extension user.

Voice Message Count

The number of voice mails left on an extension.

To edit extension user preferences

  1. Go to Extension > Extension > Preference.
  2. Select an extension and click Edit.
  3. Configure the following:

    GUI field

     

    Description

    Setting

     

     

    Number

    The extension number. This is read-only.

     

    User ID

    This is the system-generated ID based on the extension number.

    This is read-only.

     

    Display name

    The name displaying on the extension. This is usually the name of the extension user.

    This is read-only.

     

    Emergency caller ID

    The caller ID to display on the destination phone when you dial the emergency number, such as 911. This ID is set when you configure the extension.

    This is read-only.

     

    External caller ID

    The caller ID you want to display on a called phone instead of the FortiVoice main number (see Main number) or the trunk phone number (see Phone Number). This ID is set when you configure the extension.

    This is read-only.

     

    Ring duration

    Enter the phone ringing duration in seconds before an incoming call goes to voicemail.

    The range is from 6 to 1800 seconds inclusive.

     

    Programmable keys

    Select the keypad profile for the phone.

    Click the Edit icon to modify a selected profile. See Configuring programmable keys profiles.

     

    Call forward

    Select to forward phone calls and enter the phone number to forward the calls. This function only works if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.

     

    Call waiting

    Select to enable call waiting. This function only works if call waiting is enabled in the extension’s user privilege. See Configuring user privileges.

     

    Do not disturb

    Select to enable DND. This function only works if DND is enabled in the extension’s user privilege. See Configuring user privileges.

     

    Voicemail handling (Caller presses 0 during announcement)

    Select to enable reaching the operator by pressing 0 when you hear the announcement of a callee’s voicemail.

     

    Include caller ID number when playing voicemail message

    Select to announce caller’s ID when playing the voicemail.

     

    Include date and time when playing voicemail message

    Select to announce date and time when playing the voicemail.

    Notification Options

     

     

    Voicemail

    Select the type of email notification when this extension has a voicemail:

    • None: Do not send any notification.
    • Simple: Send an email notification.
    • With attachment: Send an email notification with the voicemail attached.

     

    Fax

    Select the type of email notification when this extension has a fax:

    • None: Do not send any notification.
    • Simple: Send an email notification.
    • With attachment: Send an email notification with the fax attached.

     

    Missed call

    Select On if you want to receive an email notification when an incoming call is missed.

     

    Email address

    Enter the email address to which an email notification is sent.

    Voicemail Greeting Options

    Configure greeting, unavailable, and busy messages.

    Name: Your name of the voicemail. For example, John Doe.

    • Standard: Use the system default name for the voicemail. This will be the extension number.
    • Personal: Use your own name for the voicemail.
      • Click Call me to ring your extension and record a name using the phone, such as your name or extension number.
      • Click Upload to import an audio file (including your name or extension number). The uploaded audio file must be a WAVE file (.wav) in PCM format and with a maximum size of 5 MB.
      • Click Play to listen to a recorded name.
      • Click Erase to delete a recorded name.
      • Click Download to save a recorded name.

    Greeting: Select the voicemail greeting mode and greeting content.

    • Standard: The system defined greeting.
    • Simple: The customer-recorded greeting that applies to any time except when the line is busy and extension is unavailable.
    • Scheduled: The customer-recorded greeting that comes with a schedule.
    • Conditional: The customer-recorded greeting that only applies to occasions when the line is busy or extension is unavailable.
    • Audio file: Click to configure the greeting. This option is only available when you select Simple, Scheduled or Conditional.
      • Click Call me to ring your extension and record a message such as a greeting, unavailable, or busy message using the phone. This applies to the Simple and Scheduled modes.
      • Click Upload to import a message such as a greeting, unavailable, or busy message. The uploaded audio file must be a WAVE file (.wav) in PCM format and with a maximum size of 5 MB.
      • Click Play to listen to a message such as a greeting, unavailable, or busy message.
      • Click Erase to delete a message such as a greeting, unavailable, or busy message.
      • Click Download to save a message such as a greeting, unavailable, or busy message.

    Greeting File: If you have uploaded a file by clicking Audio File, then select the greeting file. This option is only available when you select Simplefor Greeting. For information on greeting files, see Managing phone audio settings
    If you select Scheduled for Greeting, click New to add a system schedule or create a new one.

    Display Preference

    Configure the preference for screen display on the user portal.

     

    Phone language

    Select the prompt language for the extension. The default is English.

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

     

    Web language

    Select the language for the FortiVoice user portal.

     

    Theme

    Select the display theme for the FortiVoice user portal.

     

    Time zone

    Select the time zone for the FortiVoice user portal.

     

    Idle timeout

    Set the timeout for the FortiVoice user portal.

    Account Management

     

     

    Change PIN Number

    Click to change the password for accessing the voice mailbox and the FortiVoice user portal.

     

    Change User Password

    Click to change the password for accessing the FortiVoice user portal.

     

    View Sip Configurations

    Click to display the SIP configuration information which is used for configuring your SIP phone from the phone or the Web.

    Agent

    This option appears if you have a call center license.

     

    PIN required to login/logout from phone

    Select to enable an agent to log into/log out of a queue from the extension using the user PIN.

    For information on feature access codes, see Configuring account codes.

     

    PIN required to pause/unpause from phone

    Select to enable an agent to pause/unpause a queue from the extension using the user PIN. To pause means the agent is not answering calls.

    For information on feature access codes, see Configuring account codes.

     

    Auto-Pause after agent login queue

    Select to automatically put the agent in pause (not ready) status after the agent logs into a queue. The agent can unpause a queue to answer calls.

    For information on feature access codes, see Configuring account codes.

    Follow Me

    See Configuring follow me settings.

    Call Handling

    Retain original caller ID: Select to maintain the original caller's identity when forwarding an inbound call.

    Call screening: Select if you want the FortiVoice unit to prompt callers for their names so that callees can identify the callers before the connect to you.

    Record caller name: By default, this option is selected when you select Call screening. If you deselect this option, the FortiVoice unit will not prompt callers for their names. Instead, the FortiVoice unit will ring a called phone but will not connect to the caller. The callee is able to pick up the phone and see the caller’s ID and decide whether to pick up the call.

    For more information on normal or quick call handling, see Handling calls.

    Twinning Setting

    This option is only available if Twinning is selected in the user privileges of the extension. For more information, see Twinning.

    • Setting: Select the twinning method.
    • Disabled: Select to disable twinning.
    • Simple: Select to configure a basic twinning by adding a phone number.
    • Scheduled: Select to configure a twinning by adding phone numbers based on a schedule.
  4. Click OK.

Configuring follow me settings

Follow me allows a call to an extension to be transferred to another destination when you are not available.

This configuration serves as a profile for use in managing calls. See Handling calls.

To configure follow me Setting

  1. Go to Extension > Extension > Preference.
  2. Double-click a record and go to Follow Me.
  3. Click New.
  4. Enter a Name for this setting.
  5. Under Follow Me Numbers, click New.
  6. Enter a phone number to which the call to your extension can be transferred.
  7. Enter the phone ringing duration, in seconds, before the call goes to voicemail or next number in the sequence.
  8. Click Create.
  9. Repeat steps 4 to 7 of this procedure to add more numbers if you want to transfer a follow me call to multiple numbers in a sequence. The numbers will be dialed according to the sequence in the follow me setting.
  10. Click Create.

Handling calls

Extension > Extension > Preference > Call Handling allows you to manage the call process. For example, you can configure the process to forward a call to another number on a specific schedule.

You can manage a normal call handling by configuring the call process for different situations. You can also manage quick call handling by dialing a code to enter into a default mode and configure the call process for that particular mode if required.

If the extension 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 or used for a virtual number), then the call handling action of the other FortiVoice function overrides the extension call handling action.

To handle a normal call

  1. Go to Extension > Extension > Preference.
  2. Double-click a record and go to Call Handling.
  3. Click Normal Call Handling.
  4. Select a call status on top of the screen.

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

  5. Keep System default action or select User defined.
  6. The System default action (action shows in brackets) changes depending on the status selection.

  7. 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.
    • For Call from, select the call type on which you want to take an action.
    • Add an Action for the call process.

      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 Forward action, you can add another process with a Go voicemail action to complete the call handling. In this case, the call will be forwarded to the phone specified and if the phone is not picked up, a voicemail will be left on this extension.

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

      • If you select Follow me, select a follow me profile. For information on configuring follow me, see Follow Me.
        This option is available only if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.
      • 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.
      • f 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.
  8. Click OK.

To handle a quick call

  1. Go to Extension > Extension > Preference.
  2. Double-click a record and go to Call Handling > Quick call handling.
  3. GUI field

    Description

    Effective mode

    Displays the call handling status when you dial *720, *721, *722, and *723.

    For example, if you dial *720, the status will be Normal because you have canceled the quick mode.

    *720

    Dial the code to cancel the quick handling mode.

    *721

    Dial the code to set to Out of office mode. Click the text to modify the quick mode option and time as required.

    *722

    Dial the code to set to Away mode. Click the text to modify the quick mode option and time as required.

    *723

    Dial the code to set to Other mode. Click the text to modify the quick mode option and time as required.

  4. If you want to add a new quick call handling process, click Quick Call Handling.
  5. Select a call status.

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

  6. 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 Follow me, select a follow me profile. For information on configuring follow me, see Follow Me.
        This option is available only if call forwarding is enabled in the extension’s user privilege. See Configuring user privileges.
      • 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.
  7. Click OK.