Configuring phone system settings

The Phone System > Setting menu lets you configure the FortiVoice unit’s location, number management, speed dial, email notification templates and system capacity.

You need to inform the users about some of the settings that affect them, such as number setting and speed dial setting.

This topic includes:

• Setting FortiVoice location, contact, and emergency information
• Configuring FortiVoice options
• Customizing call report and notification email templates
• Configuring system capacity

Setting FortiVoice location, contact, and emergency information

Identify FortiVoice system settings such as the location, emergency number, main number, contact information, and emergency settings.

To set the FortiVoice location, contact, and emergency information

1. Go to Phone System > Setting > Location.
2. Configure the following:

   GUI field	Description
   Country/Region	Select the country/region where the FortiVoice unit is in.
   Emergency number	Click the default number (911) to enter the emergency call number of the selected country.
   Long-distance prefix	Click the Edit icon to enter the prefix for dialing long-distance calls.
   International prefix	Click the Edit icon to enter the prefix for dialing international calls.
   Outside line prefix	Click the Edit icon to enter the prefix for making outbound calls.
   Area code	Click the Edit icon to enter the Area code for the main number of the FortiVoice unit. This code is provided by your PSTN service provider.
   Required when dialing local numbers	Select this option if the area code needs to be dialed for local phone calls.
   Main display name	Enter the name displaying on the FortiVoice unit. This name is provided by your PSTN service provider.
   Main number	Enter the main number of the FortiVoice unit. This number is provided by your PSTN service provider.
   Default prompt language	Select a new default prompt language for the FortiVoice unit. The default is English. This setting affects all of the FortiVoice unit’s voice prompts, such as auto attendant and voicemail. However, if you change the sound file for an individual component, such as auto attendant, to use a different language, it will override the default prompt language for this component. For more details, see Managing phone audio settings.
   Default emergency zone	Select the default emergency contact or click + to add a new one. For more information, see Configuring emergency zone profiles.
   Default time zone	Select a new default time zone for the FortiVoice unit. The default is Pacific Time.
   Contact Information	Optionally, enter your contact information.
   Emergency Setting
   Do Nothing	The FortiVoice unit will not send an alert email when an extension dials the emergency number.
   Sent Alert Email	The FortiVoice unit will send an alert email when an extension dials the emergency number.
   Emergency contact emails	FortiVoice sends an alert email when a user makes an emergency call. You can add up to 30 email addresses.
   Customize Email Template	If you want to modify the notification email template. For more information, see Customizing call report and notification email templates.
   Emergency barge number	Enter an authorized user’s extension number to be dialed. When an ongoing emergency call is in progress, the phone of the authorized user also rings. This user can listen to the call and talk, if necessary.
   Emergency message group number	Select a message group number for emergency contact. This number is dialed when an emergency call is made. For more information about message groups, see Creating message groups.
   DID callback hold time	FortiVoice keeps the callback number of the emergency caller in memory for the specified time period. If the emergency operator calls back before the hold time expires, FortiVoice routes the call to the emergency caller. If the emergency operator calls back after the DID callback hold time has expired, FortiVoice uses the inbound DID mapping to route the call. The range is 10 to 480 minutes. The default is 30 minutes. FortiVoice uses this setting if the Emergency zone profile has DID callback type as Emergency caller. For more details, see Configuring emergency zone profiles.

3. Click Apply.

Configuring FortiVoice options

The Phone System > Setting > Option tab lets you configure the pattern and number of digits you want the FortiVoice unit to use for phone numbers, speed dials, and prefixes as well as the default FortiVoice system settings. These settings apply to all extensions unless you change them when configuring the extensions. For details, see Configuring IP extensions.

Pattern-matching syntax

The FortiVoice unit supports the following pattern-matching syntax:

Syntax	Description
X	Matches any single digit from 0 to 9.
Z	Matches any single digit from 1 to 9.
N	Matches any single digit from 2 to 9.
[ ] (square brackets)	Matches any digits in the brackets. For a range of numbers, use a dash. Example: [15-7]. In this example, the pattern matches 1, 5, 6, and 7.
. (period)	Acts as a wildcard that matches any digit and allows for any number of digits to be dialed. Example of a pattern matching rule: XX. In this example, the system looks for a dialed number match that has three or more digits.
! (exclamation point)	Acts as a wildcard that matches any digit (including no digits) and allows for any number of digits to be dialed. Example of a pattern matching rule: XX! In this example, the system looks for a dialed number match that has two or more digits.

Pattern-matching examples

Pattern	Description
X.	Matches any dialed number.
NXXXXXX	Matches any seven-digit number, as long as the first digit is 2 or higher.
NXXNXXXXXX	Matches any dialed number that has 10 digits.
1NXXNXXXXXX	Matches any dialed number that matches this pattern: 1 + area code (between 200 and 999) + seven-digit number (first digit is 2 or higher).
011.	Matches any number that starts with 011 and has at least one more digit.
XX!	Matches any two or more digits.

To configure FortiVoice options

1. Go to Phone System > Setting > Option.
2. Configure the following:

   GUI field	Description
   Number Management
   Extension number pattern	Enter the extension number pattern. For example, NXXX is any four-digit number as long as the first digit is 2 or higher and 7XXX is a four-digit number that always starts with 7. This pattern will be followed when creating extensions.See Configuring IP extensions.
   Speed dial pattern	Enter the speed dial number pattern. For example, *3XX is any three-digit number that starts with 3. This pattern will be followed when configuring speed dials. See Mapping speed dials.
   System prohibited prefix	Enter the phone number prefix that you want to ban, such as 900. Click the + sign to add up to 10.
   System unrestricted prefix	Enter the allowed phone number prefix, such as 800. Click the + sign to add up to 10.
   Operator extension	Enter the extension to be used by the operator of the FortiVoice unit.
   Supporting extension	Enter the extension to be used for the technical support of the FortiVoice unit.
   FXS Gateway start extension	Enter an analog extension number to start the numbering for the range of 1000 extensions. The default is 7801. When you add your first FXS gateway to your deployment, the FortiVoice phone system creates default managed extensions (4 for the GS04, 16 for the GS16, and 24 for the GS24). GS16 gateway example: The FortiVoice phone system creates 16 extensions from 7801 to 7816. With any subsequent FXS gateway addition, the FortiVoice phone system continues to add a range of 16 extensions to the existing managed extension list. For example, the FortiVoice phone system adds extensions 7817 to 7832 for the second FXS gateway. If the FortiVoice phone system already has an extension that is included in the range of default managed extensions to be created, the numbering of new extensions will account for the existing extension. For example, the FortiVoice phone system has extension 7812. With the addition of the first GS16 gateway, the FortiVoice phone system would create 16 managed extensions from 7801 to 7817 (not 7816). If your FortiVoice deployment includes more than 250 GS04 gateways, 62 GS16 gateways, or 41 GS14 gateways (1000 analog extensions), enter the start of the next analog extension range, for example 9801. This configuration change makes another 1000 extensions available and allows you to add more FXS gateways.
   Default Setting
   Default SIP user password	Enter your own password or let the FortiVoice unit generate one for you. This password is used for configuring your SIP phone from the phone or the web. You need the phone's IP address to access it from the web. This password appears when you add an extension. For details, see Configuring IP extensions. Specified: Enter the password. The password cannot be blank, must be 8 or more characters, must contain at least one uppercase character, one lowercase character and one number. Non-alphanumeric characters, like ( - $, are not supported in the password field. The default password is voice#321. Generated: Select to have a system-generated password.
   Default user password	Enter your own password or let the FortiVoice unit generate one for you. This password is for user portal access. This password appears when you add an extension. For details, see Configuring IP extensions. Specified: Enter the password. The password cannot be blank, must be 8 or more characters, must contain at least one uppercase character, one lowercase character and one number. Non-alphanumeric characters, like ( - $, are not supported in the password field. The default password is voice#321. Generated: Select to have a system-generated password.
   Default Voicemail PIN	Enter your own password or let the FortiVoice unit generate one for you. This password is for the extension user to access voicemail and the user portal. This password appears when you add an extension. For details, see Configuring IP extensions. If you select Specified, the default password is 123123.
   User ID prefix	Enter the prefix for the extension user ID. When you add a new extension, the FortiVoice unit will generate a user ID with this prefix plus the extension number. For details, see Configuring IP extensions.
   Default ring duration	Use this option to set phone ringing time for extensions and FortiFone softclient for mobile phones. Adaptive: This is recommended for extensions with mobile softclients. Select this option and both the extensions and mobile softclients will ring for 40 seconds before the call is processed (for example, the call is sent to voicemail). This setting is to ensure that mobile softclients will not miss any calls due to possible network transmission delays. You do not need to enter any ring duration value. Any ring duration value already entered will be ignored. Fixed: This is recommended for extensions without mobile softclients. Select this option and enter the ring duration value in seconds. The extensions will ring for the ring duration value you entered before the call is processed (for example, the call is sent to voicemail). The default is 20.
   Internal calls ring pattern	Select the system defined distinctive ring pattern for internal calls.
   External calls ring pattern	Select the system defined distinctive ring pattern for external calls.

3. Click Apply.

Customizing call report and notification email templates

Go to Phone System > Setting > Custom Message to view and reword the default call report and notification email templates.

The FortiVoice unit sends out call reports based on your call report configuration (see Configuring call report profiles and generating reports) and notification email when, for example, you have a new voicemail or fax in your mailbox or missed a call. You can customize the email templates for the call report and email notifications.

You can change the content of the email template by editing the text and HTML codes and by working with email template variables. For descriptions of the default email template variables, open a template and select Edit Variable.

To customize call report and email templates

1. Go to Phone System > Setting > Custom Message.
2. Open Report or Email template to display the default templates.
3. To edit a template, double-click it or select it and click Edit.
4. To format template in HTML, use HTML tags, such as <b>some bold text</b>.

   There is a limit of 250 characters for the Subject field, 60 characters for the From field, and 4000 characters for Htmlbody and Textbody messages each in the Content body field.

5. To add a variable:
   • Select Insert Variables next to the area to insert a variable. A pop-up window appears.
   • Place your mouse cursor in the text message at the insertion point for the variable.
   • Click the name of the variable to add. It appears at the insertion point.
   • To add another variable, click the message area first, then click the variable name.
   • Click the Close (X) icon to close the window.
6. To insert a color:
   • Click Insert Color Code. A pop-up window of color selection appears.
   • Place your mouse cursor in the text at the insertion point for the color code, or highlight an existing color code to change.
   • Click a color in the color selection pop-up window.

     For example, to replace the color code in the HTML tag <tr bgcolor="#3366ff">, you can highlight "#3366ff", then select the color you want from the color palette.

     To add a new color code, include it with HTML tags as applicable, such as <tr bgcolor="#3366ff">.

7. To determine if your HTML and color changes are correct, click Preview. The replacement message appears in HTML format.
8. Click OK, or click Reset To Default to revert the replacement message to its default text.

Configuring system capacity

The Phone System > Setting > Miscellaneous tab lets you set the PIN used by the administrator to override schedules, configure voicemail greeting and message length, set phone directory options, configure CDR settings, and configure queue logs.

To configure system capacity

1. Go to Phone System > Setting > Miscellaneous.
2. Configure the following:

   GUI field	Description
   PBX Setting
   Administrator PIN	Enter the password used by the administrator to override schedules. This global password is also used by an administrator to connect a FortiFone to the FortiVoice unit to set mobile extension number. For details, see Configuring auto-provisioning for FortiFone phones and gateways.
   PBX identification	Enter a unique name for the FortiVoice unit.
   Local authentication type	Select the method to access the user portal and softclient. By default, both personal password and voicemail (user) PIN can be used. Personal password and voicemail (user) PIN are set when configuring extensions. Usually numbers are used as voicemail PIN which are very easy to guess and can be cracked using some HTTP password guess tool within minutes. That is why a separate personal password is added which can be much longer and stronger to mitigate the risk of password guess attack and preserve the voicemail PIN for phone access only. For more information, see Configuring IP extensions. User Password or Voicemail PIN: Both personal password and user PIN can be used to access the user portal and softclient. User Password Only: The user personal password to access the user portal and softclient.
   Notification expiry (Hours)	Enter the email notification expiry time in hours. The range is from 1 to 2160.
   QR code expiry (Hours)	Enter the QR code expiry time in hours. The range is from 1 to 2160.
   System block list	Enable to block phone numbers on the system level. To block a number on the system level Go to Monitor > Call History > Call Detail Record (CDR). Select the number you want to block from the CDR list. Select More Action > Block > Block Caller/Callee as required. Go to Security > Blocked Number. The number you selected is added to the block list. Click Setting. Enable System block list. Click Apply. Future calls from the number you selected to any extensions on the FortiVoice unit will be blocked.
   Personal block list	Enable to block phone numbers on a personal basis. To block a number on a personal basis Go to Phone System > Setting > Miscellaneous. Enable Personal block list. Click Apply. Log in to the user portal. Click Call History. Select the number you want to block from the list. Select More Action > Block. Go to Contact > Personal Contact. Click Personal Block List to verify that the blocked number is listed. Future calls from the number you selected to your extension will be blocked.
   Match personal contact	Enable to show the unique name added to a number in the personal contacts on your extension display. To match a personal contact Go to Phone System > Setting > Miscellaneous. Enable Match personal contact. Click Apply. Log in to the User Portal. Click Call History. Select the number you want to match to a personal contact. Click More Actions > Add to Contact. Enter a unique display name and other contact information for the number Click Create. Go to Contact > Personal Contact. Verify the number is listed with the unique name you entered. When the number you selected calls, the unique display name you entered will show on your extension screen.
   Business Group	This option is available on FVE-500F and larger models only. Select Disabled to hide the Business Group tab in Extensions and select Automatic to show it. For more information, see Creating business groups.
   Caller ID	Select Format incoming caller id numbers if you want the FortiVoice unit to display the incoming caller ID in the right format. For example, 12223334444 will be formatted to 1-222-333-4444.
   Schedule Override	Select Allow admin user to override schedule if required. An administrator with the privilege can dial *821, *822, or *823 followed by the administrator PIN to temporarily replace the original system level schedule profile with one of the three default ones. You may also modify the temporary schedule by clicking the link following *821, *822, or *823. Dial *820 to go back to the original schedule. The system level phone schedule profiles are used when configuring dial plans, auto attendant, or virtual numbers. The following list includes the schedule priority from the highest (1) to the lowest (3): Anytime schedule (full day for every day) Override schedule Regular schedule For information about the phone system schedule profile, see Scheduling the FortiVoice unit.
   Voicemail	Enter the maximum message length, greeting length, voicemail volume, and greeting volume you want.
   Directory	Set phone directory options.
   Dial-by-name option	Select how a caller can check the directory by dialing a name.
   Dial-by-name digits	Enter the number of letters allowed for a caller to dial someone by name. The range is from 3 to 9. This feature enables a caller to reach a specific person quickly by dialing, for example, the first three letters of their first or last name from any phone.
   Read back number	Select if you want a person’s extension number to be read out after you check the directory by dialing the person’s first or last name.
   Read name sequence	Select if you want a person’s name to be read out after you check the directory by dialing the person’s first or last name. One by one: All names matching your dialed directory checking pattern are read out one by one. Menu group listing: For efficiency, the FortiVoice unit breaks all names matching your dialed directory checking pattern into groups of 8 if applicable, and reads them out group by group.
   List options	Select the type of extension numbers to be included in the directory.
   Include directory	Select to allow users to view all extension entries in the directory.
   Include subdirectory	To include department entries in the directory, select Department. If your FortiVoice unit supports the functionality, you may be able to include additional subdirectories (Business Group and Survivability Branch) but make sure to also complete the configuration. See also: Creating business groups and FortiVoice Local Survivable Gateway Deployment Guide. For complete details about directory filtering, see the Filtering the phone directory section in the FortiVoice Cookbook.
   CDR	For information about call log/CDR, see Viewing call detail records.
   CDR retention time	Enter the time in months that you want to keep the call log/call detail record. The range is from 0 to 72.
   CDR max records	Enter the maximum number of CDR records to keep. The range is from 0 to 2000 (in thousands).
   Queue Log	For information about queue logs, see Viewing log messages.
   Queue log retention time	Enter the time in months that you want to keep the queue log. The range is from 0 to 72.
   Queue log max records	Enter the maximum number of log records to keep. The range is from 0 to 2000 (in thousands).
   Call Center Report	This function requires that you upload the Call center license to your FortiVoice system.
   Retention time	Enter the time in months that you want to keep the call center reports. The range is from 0 to 72.
   Max records	Enter the maximum number of call center reports to keep. The range is from 0 to 1000 (in thousands).
   Integration Service	If you are integrating Microsoft Teams with the FortiFone Softclient for Desktop, enable this function. This function requires the FortiVoice Unified Communication license.

3. Click Apply.