Appendix A: Shared line appearance

Configure the shared line appearance (SLA) feature to allow any group member to monitor and answer calls received on a shared line.

Supported phone models

The SLA functionality is available on FortiFone FON-x80/x80B phones.

Supported accounts

The following table lists the phone models, account totals, and lines per account:

Phone model	Account total	Lines per account
FON-280B	2	10
FON-380 and FON-380B	4	10
FON-480 and FON-480B	8	10
FON-580 and FON-580B	16	10
Note 1: The account total equals how many extensions a phone can monitor minus one account which is the phone's own extension. Note 2: The information in this table applies to FON-x80/x80B phones using version 3.0.19 or later.

Example scenario with one manager and three assistants

This section describes the following scenario for the SLA feature:

• Diane, John, and Mark are assistants and use extensions 101, 201, and 301 respectively. Luke is their manager and uses extension 500.
• All assistants can monitor their manager's lines. Those are the shared lines. In our example scenario, Luke has two shared lines.

• When there is an incoming call on one of the shared lines, all assistant phones will ring. Any assistant can answer the call. If no one answers the call after a specified time period, the manager's phone will ring.

The following diagram illustrates the example SLA scenario:

Prerequisites

• You have created and configured the assistant and manager extensions in Extension > Extension > IP Extension. For details, see Configuring IP extensions.
• You have added the FortiFone-380 phones to FortiVoice and assigned them to the extensions. For details, see Configuring desk phones.

To configure SLA, complete the following sections:

1. Configuring an SLA group
2. Configuring the programmable key profile for a primary extension
3. Configuring the programmable key profile for a member extension
4. Updating the phone configurations
5. Viewing SLA configuration details for an extension

Configuring an SLA group

Configure an SLA group to organize the primary and member extensions.

1. Go to Extension > Group > SLA Group.
2. Click New.
3. In Primary, select 500 (500) Luke.
4. In Members, click + and select 101 (101) Diane, 201 (201) John, and 301 (301) Mark.
5. In Member's Ring Pattern, select the ring tone that you want to use.
6. In Ring Mode, select Members first then primary.
7. In Ring Delay, select how many seconds you want the assistant phones to ring before an unanswered call starts to ring Luke's phone.
8. Click Create.

Configuring the programmable key profile for a primary extension

Configure a programmable key profile for a primary extension and assign an SLA function to one or more programmable phone keys.

1. Go to Phone System > Profile > Programmable Keys.
2. Click New.
3. In Name, enter a name for this programmable key profile. For example, 380-SLA-primary.
4. Make sure that the Phone model shows the correct model. For our example, its FortiFone-380.
5. Click Create.
6. Select the profile that you just created and click Edit.
7. In Number of Reserved Line keys, select the number of lines that you want to have with the SLA function. The maximum is 4. For our example, select 2.
8. In Mode, select SLA Primary.

   

9. Click OK.

   FortiVoice has automatically configured the two programmable keys with the SLA feature.

10. To assign the programmable key profile to a primary extension:
    1. Go to Extension > Extension > IP Extension.
    2. Double-click on the primary extension. For example, 500 (Luke).
    3. Go to Device Setting > Programmable keys and select the profile. For example, 380-SLA-primary.
    4. Click OK.
11. To update the phone configuration, wait until you have configured the programmable key profile for the member extensions.

Configuring the programmable key profile for a member extension

Configure a programmable key profile for a member extension and assign an SLA function to one or more of the phone keys.

1. Go to Phone System > Profile > Programmable Keys.
2. Click New.
3. In Name, enter a name for this programmable key profile. For example, 380-SLA-member.
4. Make sure that the Phone model shows the correct model.
5. Click Create.
6. Select the profile that you just created and click Edit.
7. In Number of Reserved Line keys, select 1. This is the member's line.
8. In Mode, select SLA Member.
9. In the table, add the following two Shared Line Appearance entries (Account 2, Lines 1 and 2):

   

10. Click OK.
11. To assign the programmable key profile to the member extensions:
    1. Go to Extension > Extension > IP Extension.
    2. Double-click on extension 101.
    3. Go to Device Setting > Programmable keys and select the profile. For our example, it's 380-SLA-member.
    4. Click OK.
    5. Repeat steps 11 b. to d. to assign the programmable key profile to the remaining member extensions (201 and 301).

Updating the phone configurations

Update the FortiFone-380 phones with the SLA changes.

1. In the top banner, click the phone maintenance icon .
2. Keep Type as Configuration update.
3. Keep All related devices enabled.
4. To update the phones immediately, click Now.
5. To update the phones later, click At and schedule a time.
6. Click OK.

   When the configuration is complete, the phone screen displays the following message: Configuration has been updated.

Viewing SLA configuration details for an extension

1. Go to Extension > Extension > IP Extension.
2. Double-click an extension that is included in an SLA group.
3. In Device Setting, click the SLA tab.
4. For a primary extension, you can view SLA group settings (Members, Members' Ring Pattern, and Ring Mode) related to this extension. For a member extension, you can view which SLA group this member is part of.
5. To view programmable key details, click Phone Keys Preview.